ServiceNow Certified System Administration Practice

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What is the Knowledge Base hierarchy mainly comprised of?

  1. Services and Departments

  2. Folders and Files

  3. Roles and Categories

  4. Articles and Topics

The correct answer is: Roles and Categories

The Knowledge Base hierarchy is primarily structured around articles and topics. This structure is designed to facilitate the organization and quick retrieval of information. Each article contains specific information or procedural knowledge on a given subject, while topics help to categorize these articles into broader themes or areas of knowledge. This organization is crucial for users seeking to find relevant information efficiently. While roles and categories play a part in the overall functioning of the Knowledge Management process, they are not the primary elements that compose the Knowledge Base hierarchy itself. Roles typically pertain to user access and permissions, determining who can create, edit, or approve articles, rather than contributing to the hierarchical structure. Categories can be used to organize articles but are a secondary aspect compared to the direct relationship between articles and topics in the hierarchy. In contrast, the actual hierarchy is best understood through the relationships established by articles and topics, enabling effective knowledge sharing and management within the ServiceNow platform.