What is used to control which users can create, update, and read Knowledge bases/articles in ServiceNow?

The correct response highlights that user criteria records are essential for determining which users can engage with knowledge bases and articles in ServiceNow. User criteria allow organizations to establish specific rules about user access, ensuring that only designated individuals or groups can view, create, or modify knowledge content.

User criteria can be configured to include or exclude users based on various attributes such as role, department, location, or other criteria within the organization's structure. This flexibility is vital for maintaining security and relevance of knowledge articles, ensuring that only authorized personnel can contribute to or edit knowledge bases, while still allowing appropriate access for reading purposes.

Other options might involve aspects of user permission and access management but do not serve as the primary mechanism for controlling access specifically to knowledge bases and articles. For instance, while roles can define certain permissions for users, they are more general and not specific to knowledge bases. User groups can help in organizing and managing users, but they do not directly manage access privileges. Access control lists, while crucial for controlling access to many ServiceNow aspects, usually pertain to record-level security rather than the specific granularity offered through user criteria records related to knowledge content.