ServiceNow Certified System Administration Practice 2025 – All-In-One Guide to Master Your System Administration Certification!

The Knowledge Base hierarchy is primarily comprised of articles and topics because it is structured to facilitate the organization, retrieval, and management of knowledge within an organization. Articles represent the individual pieces of information or documentation that provide solutions, explanations, or guidance on specific subjects, while topics serve as broader categories that group related articles together. This hierarchical structure allows users to easily navigate through various subjects, helping to enhance the user experience when searching for information.

In ServiceNow, the effective use of articles and topics ensures that knowledge is easily accessible, allowing users to find relevant information quickly and efficiently. Each article within a topic can address specific questions or issues, making it easier for both knowledge contributors and consumers to maintain and benefit from the knowledge repository.

In contrast, the other options do not accurately represent the hierarchical composition of the Knowledge Base. Services and departments are more related to organizational structure rather than content organization. Folders and files suggest a file-system approach, which is not how ServiceNow organizes knowledge. Roles and categories pertain to user permissions and classifications that are important in the administration of the system but do not form the hierarchy of the Knowledge Base itself.