CSA Question #397: Real Exam Question with Answer & Explanation

Question

Your customer has a Human Resources knowledge base, which is only accessible to members of the Human Resources department. A new procedure regarding employee quarterly reviews needs to be published to the quarterly review category of the HR knowledge base, but should only be visible for HR managers. How would you meet this requirement?

Options

• AOn the Knowledge Base, add User Criteria with a Manager Can Read script to the Can Read list,
• BAdd User Criteria for HR Manager Group on the Category's Can Read list
• COn the Knowledge Article, add an Access Control for HR Manager Group on the Can Read list,
• DAdd User Criteria for HR Manager Group on the Can Read list of the article

Explanation

To make a specific knowledge article within a category visible only to HR managers, User Criteria should be applied to the category's 'Can Read' list.

Common mistakes.

• A. Adding a script to the Knowledge Base's 'Can Read' list would apply the restriction to all articles in the entire HR Knowledge Base, which is too broad for a specific category's requirement.
• C. While Access Controls (ACLs) can manage record access, User Criteria is the designed and preferred method for controlling read access to knowledge articles and categories, offering better integration and management within the Knowledge Base framework.
• D. Adding User Criteria to the individual article's 'Can Read' list would restrict that single article, but applying it to the category (Option B) is a more scalable and maintainable solution if the entire 'quarterly review category' is intended for HR managers.

Concept tested. Knowledge article access control via User Criteria

Reference. https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/concept/user-criteria-for-kb.html

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