ServiceNow CIS-CSM free question 9 / 10 · Domain 5: CSM Best Practices and Knowledge Management
Knowledge manager Tanaka created a new knowledge base for the Customer Service Portal and wants only contacts of accounts under contract to read its articles. In the base system, how should this be set up?
- Write a new read ACL on kb_knowledge with a script that checks the account
- Add a custom field to the Contact record and modify the portal widgets to use it
- On each article's form, name the users allowed to read it, one at a time
- Add user criteria that match the eligible users to the Can Read field
Show the answer and explanation
Answer: D
Why this is correct
User criteria specified on a knowledge base control which users can read and contribute to its articles. Adding a user criteria record that matches the contracted accounts' users to Can Read limits reading to them. The documentation advises using only user criteria to control access to knowledge bases.
Why the other options are wrong
"Write a new read ACL on kb_knowledge with a script that checks the account" … User criteria are the recommended way to control knowledge base access. Hand-written ACL scripts get harder to trace as conditions pile up.
"On each article's form, name the users allowed to read it, one at a time" … Naming people on every article means editing all articles whenever staff change. One setting on the knowledge base covers them all.
"Add a custom field to the Contact record and modify the portal widgets to use it" … Changing widgets changes only what is displayed. Read access is decided by the Can Read and Cannot Read user criteria.
Key point
Set the broad scope on the knowledge base, so that one setting covers its articles.
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