ServiceNow Certified Implementation Specialist – Customer Service Management — Question 179
A customer service manager would like to limit the reading and creation of knowledge articles within a specific Knowledge Base to the Customer Support group only. Which features should be used to accomplish this? (Choose two.)
Answer options
- A. Can Read user criteria
- B. Whitelist all other groups from the Knowledge Base
- C. Hide the Knowledge Base from the Knowledge Base Portal
- D. Cannot Contribute user criteria
Correct answer: A, D
Explanation
The 'Can Read user criteria' allows specific groups to read knowledge articles, while 'Cannot Contribute user criteria' prevents other groups from creating articles. Options B and C do not effectively limit access for reading and creation as required.