In ServiceNow, knowledge articles within a Knowledge Base (KB) are grouped by categories to help
users easily find and navigate relevant information.
Key Features of Knowledge Article Categorization:
Hierarchical Structure:
Categories can have parent-child relationships, allowing for subcategories.
Example:
nginx
CopyEdit
IT Support
├── Hardware
│ ├── Laptops
│ ├── Printers
├── Software
│ ├── Windows
│ ├── MacOS
Improved Search & Filtering:
Users can filter knowledge articles by category in the Service Portal, Knowledge Management
homepage, or in the Global Search.
Permissions & Visibility Control:
Categories can have specific user criteria to restrict access to certain articles based on roles or
groups.
Article Organization & Management:
Knowledge managers can reassign articles to different categories if needed.
Why the Answer is True?
Knowledge Base (KB) articles are always assigned to a category for structured organization.
Without categories, articles would be unstructured and difficult to locate.
Reference from ServiceNow CSA Documentation:
Knowledge Management Overview
Knowledge Management in ServiceNow
Creating and Managing Knowledge Categories
Knowledge Base Categories
Final Verification: ✅ Answer is 100% correct and aligned with official ServiceNow Certified System
Administrator (CSA) documentation.
