ServiceNow Updated CSA Exam Questions and Answers by georgi

In ServiceNow, toimport articlesinto aKnowledge Base (KB), a user must have thesn_knowledge_importrole.

sn_knowledge_import→ Required to import articles into a knowledge base.

sn_knowledge_contribute→ Allows users tocreate, edit, and publishknowledge articles butnot importthem.

sn_knowledge_admin→ Grantsfull administrative accessto manage the knowledge base, including permissions, categories, and workflows.

B. sn_knowledge_contribute– This role allowscontributing and editing articlesbut doesnot grant import capabilities.

C. Can contribute– Not a valid ServiceNow role; the correct role issn_knowledge_contribute.

D. Can import– Not a recognized role in ServiceNow. The correct role issn_knowledge_import.

ServiceNow Knowledge Management Roles

ServiceNow CSA Training Module:"Managing Knowledge Bases and Importing Articles"

Key Knowledge Management Roles:Why Other Answers Are Incorrect:References from Certified System Administrator (CSA) Official Documentation:

In ServiceNowKnowledge Management, access to knowledge articles is controlled through access settings in theKnowledge Baserecord. The"Can Read"tab is used to specify which users, groups, or roles canview knowledge articlesin a particular Knowledge Base.

????Why "Can Read"?

TheCan Readlist defines theusers, groups, or roles that can access and view articlesin a specific Knowledge Base.

This ensures thatsensitive or restricted knowledge is only available to authorized users.

If no restrictions are set in theCan Readtab, the knowledge base ispublicly accessibleto all users.

????Steps to Configure "Can Read" Permissions:

Navigate toKnowledge Management > Knowledge Bases.

Open a specificKnowledge Base record.

Go to theCan Readtab.

Add the users, groups, or roles that should be able to read the articles.

Save the record.

????Incorrect Options Explained:

A. Access List– No such tab exists in Knowledge Management.

B. Can Access– Incorrect name; the correct tab isCan Read.

C. Accessible to– Does not exist in the Knowledge Base settings.

????Reference:

ServiceNow Knowledge Management User Roles

Managing Knowledge Base Access

In ServiceNow,User Criteriais the mechanism used to control and determine user access toknowledge bases (KBs) and knowledge articles. User criteria define which users, groups, or roles canread, write, and contributeto a knowledge base or specific articles within it.

How User Criteria Works:User Criteria are applied at both theknowledge baselevel and theknowledge articlelevel to manage access. They can be configured with specific conditions to allow or restrict access based on:

Users(specific users can be added directly)

Groups(access can be granted to a specific user group)

Roles(users with specific roles can be given access)

Advanced conditions(such as department, company, location, etc.)

A knowledge base can havemultiple user criteria, and a single user criterion can apply to multiple knowledge bases.

Read User Criteria– Determines who can view the knowledge base or an article.

Write User Criteria– Determines who can create, edit, or contribute knowledge articles.

Exclusions– You can exclude users or groups from accessing specific knowledge bases or articles even if they meet other conditions.

A. sn_kb_read, sn_article_read:

These are not standard ServiceNow permissions for controlling knowledge access.

In ServiceNow, permissions are managed through roles and user criteria, not direct ACL names like these.

B. Privacy Settings:

ServiceNow does not use "Privacy Settings" as an access control mechanism for knowledge bases.

Privacy settings might be relevant in other contexts, such asuser profiles or system preferences, but not for knowledge access control.

C. Read Access Flag:

There is no "Read Access Flag" in ServiceNow's knowledge management module.

Access is controlled viaUser Criteria, Roles, and Knowledge Base Settings.

Key Features of User Criteria in Knowledge Management:Why Other Options Are Incorrect?Official ServiceNow Documentation References:For more details, refer to the official ServiceNow documentation:

User Criteria for Knowledge Bases

Managing Knowledge Base Access

Knowledge Management User Criteria

InServiceNow Service Catalog, approvals forcatalog item requestsare handled through workflows. Since the approval policy is based on thetotal cost of a request, it is managed within theService Catalog Request workflow.

C. Service Catalog Request

This workflowhandles approvals for catalog item requests, includingpurchase approvals.

Since the policy change involvesadjusting an approval threshold, this workflow needs to be updated.

The approval logic is likely configured in aconditional activity (if total cost > $3,100, require approval), which must be modified to$3,150.

A. Services Approval Processing

Not a standard ServiceNow workflowfor managing purchase approvals.

Service approvals are typically handled within theService Catalog Requestworkflow.

B. 6 Services Catalog Item Request

Likely acustom workflow, but not adefault ServiceNow workflowfor purchase approvals.

D. Purchasing Process Flow

There isno default "Purchasing Process Flow"in ServiceNow.

Theapproval workflow for purchasesis managed withinService Catalog Request workflows.