What determines access to Knowledge Base articles in ServiceNow?

Access to Knowledge Base articles in ServiceNow is primarily determined by user criteria. User criteria allow administrators to configure specific conditions under which different users or groups can access certain knowledge articles. This can include factors such as user roles, groups, or any other attributes that define whether a user meets the necessary requirements to view a particular article.

When user criteria are set, they evaluate the characteristics of the user attempting to access the knowledge content. If the user meets the defined criteria, they can view the articles; if not, their access is restricted. This approach ensures that sensitive or specialized knowledge is only available to appropriate audiences, thereby aligning the visibility of information with the organization's access policies.

While user roles could influence access indirectly, they are not the primary mechanism by which access is granted, as access is broader due to the customizable nature of user criteria. Approval processes and workflow rules also play important roles in managing content lifecycle and actions but do not directly govern who can access knowledge articles in the context of visibility.