InServiceNow Knowledge Management, thepublishing and retiring process for knowledge articlesis managed throughWorkflows. These workflows define the steps an article must go through before it is published, updated, or retired.
Submission:
A user creates a knowledge article and submits it for approval.
Approval Process:
Based on the workflow, an article may require manager or SME (Subject Matter Expert) approval.
Publishing:
Once approved, the article ispublishedand made available in the Knowledge Base.
Updating & Versioning:
If edits are needed, the article enters adraft or reviewstate.
Retirement:
When an article is no longer needed, it follows the workflow toretire or archiveit.
Knowledge Approval Publish(requires approval before publishing)
Knowledge Instant Publish(automatically publishes the article)
Knowledge Retire(handles retiring or archiving articles)
A. Approval Policies(Incorrect)
ServiceNow does not use a separate "Approval Policy" for knowledge articles; approvals are managed within the workflow.
B. Approval Definitions(Incorrect)
There is no such specific feature in ServiceNow. Approvals are configured within workflows, not separate definitions.
C. Workflow Designer(Incorrect)
TheWorkflow Designeris a tool used tocreate workflows, but it does not control the publishing process directly. The workflows themselves do.
E. State Lifecycle(Incorrect)
While knowledge articleshave a lifecycle (Draft → Review → Published → Retired), this is controlledby workflows, not by an independent "State Lifecycle" feature.
Knowledge Workflows Overview:https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeWorkflows.html
ServiceNow Knowledge Management Process:https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/knowledge-management/concept/knowledge-management-overview.html
How Workflows Control Knowledge Article Publishing & Retiring:Common Knowledge Workflows in ServiceNow:Explanation of Incorrect Options:Official References from Certified System Administrator (CSA) Documentation:
