ServiceNow CSA free question 5 / 10 · Domain 4: Self Service & Automation
An administrator wants to control who can read knowledge bases and articles based on attributes of people such as department and role. What should be used?
- Data policies
- Assignment rules
- UI policies
- User criteria
Show the answer and explanation
Answer: D
Why this is correct
Access to knowledge bases and articles is controlled with user criteria. A user criteria record combines conditions such as users, groups, roles, companies, locations, and departments, and it is then applied as read or contribute access, for example Can Read or Cannot Read.
Why the other options are wrong
"Data policies" … A data policy enforces mandatory and read-only fields on the server. It does not decide who can read an article.
"UI policies" … A UI policy changes field states on a form. It is not an access control for knowledge.
"Assignment rules" … Assignment rules set the assigned user or group on tasks. They do not control read access.
Related setting
Because the evaluation of a role is cached in the session, a change in roles takes effect after the user logs in again. User criteria are not applicable for elevated privilege roles.
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