---
sourceDocument: Brazil ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Domain separation and Knowledge Management

# Domain separation and Knowledge Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Domain separation and Knowledge Management

Domain separation in Knowledge Management allows ServiceNow customers to logically segregate data, processes, and administrative tasks into distinct domains.
This separation controls which users can view and access specific knowledge data, enabling multi-tenant environments or organizational divisions within a single ServiceNow instance.
Show full answer Show less  
Domain separation supports different access levels for data, requesters, and fulfillers, ensuring secure and appropriate visibility and editing permissions across domains.

## Key Features

* **Data Separation:** Knowledge bases, articles, categories, templates, feedback, and versions are isolated by domain, preventing cross-domain visibility unless explicitly permitted.
* **Requester Access:** Users can search, view, comment on, and rate articles within their domain, child domains, and global domains if granted read access through knowledge base settings.
* **Fulfiller Access:** Users can author and update articles in their domain, child domains, and global domain knowledge bases where contribute access is configured. Article edits are saved in the user's current domain.
* **Global Articles Editing:** A system property allows users outside the global domain to check out and edit global articles, otherwise this action is restricted.
* **Domain Scope Toggling:** Users with access to a parent domain can author articles in contained child domains by changing domain scope.

## Access Control Considerations

Access to knowledge articles depends on the domain of the user, knowledge base, user criteria, and articles themselves. For example:

* Users in the global domain can access all articles if permitted.
* Parent domain users can access their domain, global domain, and child domains' articles if read access is granted.
* Child domain users can access their domain and the global domain according to read permissions.

These rules also apply to fulfillers for authoring and updating articles, ensuring proper segmentation and control.

## Known Limitations

* Certain AQI (Article Quality Index) tables such as checklists and checklist questions are not domain separated, which may affect multi-domain management of article quality data.
* User comments on articles are stored in the article's domain rather than the user's domain.

## Practical Impact for ServiceNow Customers

By leveraging domain separation in Knowledge Management, customers can maintain strict data isolation between business units or customers within a shared instance while providing tailored access and collaboration capabilities. Administrators can configure domain-specific settings to control visibility, contribution rights, and workflow requirements, such as enforcing mandatory comments on record closure per tenant.

This functionality is essential for service providers managing multiple tenants or organizations needing segregated knowledge bases with controlled shared access.  
Domain separation is supported in Knowledge Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

## Support level: Standard {#domain-separation-knowledge__section_v1l_n5r_xkb}

* Includes all aspects of Basic level support.
* Application properties are domain-aware as needed.
* Business logic: The service provider (SP) creates or modifies processes per customer. The use cases reflect proper use of the application by multiple SP customers in a single instance.
* The instance owner must configure the minimum viable product (MVP) business logic and data parameters per tenant as expected for the specific application.
{#domain-separation-knowledge__ul_tfh_drj_xkb}

Sample use case: An admin must be able to make comments required when a record closes for
one tenant, but not for another.{#domain-separation-knowledge__p_ssc_nfg_h1c}

For more information on support levels, see [Application support for domain
separation](https://www.servicenow.com/docs/access?context=domain-separated-apps&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).{#domain-separation-knowledge__p_tsc_nfg_h1c}

## Overview of domain separation {#domain-separation-knowledge__section_pvf_wkx_vcb}

Domain separation works differently at different access levels of an application. In Knowledge
Management, data, requester, and fulfiller access to knowledge bases are domain separated.

## How domain separation works in Knowledge Management {#domain-separation-knowledge__section_ydt_kth_scb}

In Knowledge Management, the following rules apply:  
Data: At the data level of domain separation, data visibility is separated from one domain to another. Knowledge bases, user criteria, articles, categories, article feedback, article versions, article templates, and external sources are domain separated in the base system.  
Note:  
The data in one domain cannot be seen in any other domain. For example, if you create a Knowledge Management article in a domain A using an article template which is not in domain A, the article will not be visible in domain A. Similarly, if you create a Knowledge Management article in the global domain using a template that is not in global, the article might not be visible in all the domains.

Requester: Requester activities are supported within tenant domains. Users can search; view;
comment; and rate articles of their domain, any child domain, and global domains, if feedback is
enabled and the knowledge base settings grant them read access to articles.

* Users in the global domain can access articles in all the domains if read access is granted at knowledge base and/or article level.
* Users in the parent domain can access articles in that domain, global, and all its child domains if read access is granted at knowledge base and/or article level.
* Users in the child domain can access articles in that domain and the global domain if read access is granted at knowledge base and/or article level.

{#domain-separation-knowledge__ul_knf_yzh_qdb}

Fulfiller: The application can be used by the Fulfiller within the tenant domains as a tenant
domain-owned application. Users are allowed to author articles in knowledge bases of their
domain, any child domain, and the global domain if the knowledge base has user criteria set up
to grant contribute access.

* Articles are automatically saved to the user's current domain when the article is
  created.

* If the `glide.knowman.allow_edit_global_articles` system property is enabled, users from a domain other than the global domain can check out and edit global articles. Otherwise, system administrators and users from a domain other than the global domain cannot check out global articles and are shown a warning message to that effect. Depending on their access, users can change their domain to the global domain to check out and edit the global articles.
* Domains of versioned articles will be maintained as per the latest article version's domain. This includes updating the domain for kb_version, kb_knowledge, kb_feedback, and sys_attachment tables.
* If domains contain another domain: If Domain A contains Domain B, users with access to Domain A can author articles in Domain B by toggling the domain scope. To learn more about toggling domain scope, see [Visibility domains and Contains
  domains](https://www.servicenow.com/docs/access?context=c_DomainVisibility&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).

{#domain-separation-knowledge__ul_xsq_g13_qdb}

See [Managing access to knowledge bases and knowledge articles](https://www.servicenow.com/docs/y0EvjNc9ubK8I9uCw45gRg "Determine whether certain users or categories of users can access knowledge bases and knowledge articles by controlling contribute and read access.") to learn how to control contribute and read
access to knowledge bases and knowledge articles.

## Requester use cases {#domain-separation-knowledge__section_r1t_nd3_qdb}

{#domain-separation-knowledge__table_ev4_rd3_qdb__entry__5}

| User domain | Knowledge base domain | Read user criteria domain | Article domain | Result |
|:-|:-|:-|:-|:-|
| Global | Global | Global | Global | Can view, comment, rate articles. |
| Global | Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Can view, comment, rate articles. |
| Global | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Can view, comment, rate articles. |
| Global | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | Can view, comment, rate articles. |
| Parent domain (TOP) | Global | Global | Global | Can view, comment, rate articles. |
| Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Can view, comment, rate articles. |
| Parent domain (TOP) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Can view, comment, rate articles. |
| Parent domain (TOP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | Can view, comment, rate articles. |
| Child domain (TOP/ACME) | Global | Global | Global | Can view, comment, rate articles. |
| Child domain (TOP/ACME) | Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Can view, comment, rate articles. |
| Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Can view, comment, rate articles. |
| Child domain (TOP/ACME) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | Can view, comment, rate articles. |
[ ]

{#domain-separation-knowledge__table_ev4_rd3_qdb}

## Fulfiller use cases {#domain-separation-knowledge__section_s3c_r43_qdb}

{#domain-separation-knowledge__table_okk_t43_qdb__entry__5}

| User domain | Knowledge base domain | Contribute user criteria domain | Article domain | Result |
|:-|:-|:-|:-|:-|
| Global | Global | Global | Global | Can author, update, view, comment, rate articles. |
| Global | Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Can author, update, view, comment, rate articles. |
| Global | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Can author, update, view, comment, rate articles. |
| Global | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | Can author, update, view, comment, rate articles. |
| Parent domain (TOP) | Global | Global | Global | Can author, update, view, comment, rate articles. |
| Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Can author, update, view, comment, rate articles. |
| Parent domain (TOP) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Can author, update, view, comment, rate articles. |
| Parent domain (TOP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | Can author, update, view, comment, rate articles. |
| Child domain (TOP/ACME) | Global | Global | Global | Can author, update, view, comment, rate articles. |
| Child domain (TOP/ACME) | Parent domain (TOP) | Parent domain (TOP) | Parent domain (TOP) | Can author, update, view, comment, rate articles. |
| Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Child domain (TOP/ACME) | Can author, update, view, comment, rate articles. |
| Child domain (TOP/ACME) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | MSP domain (TOP/MSP) | Can author, update, view, comment, rate articles. |
[ ]

{#domain-separation-knowledge__table_okk_t43_qdb}

## Known Issues {#domain-separation-knowledge__section_fzp_mp3_qdb}

* The following AQI tables are not domain separated:
  * AQI Checklist \[kb_quality_checklist\]
  * Checklist Question \[kb_checklist_question\]
  * Article Checklist Answer \[kb_article_checklist_answer\]  
    Note:  
    The Article Checklist Answer table does not contain the Order field. The application shows the list in a random order.
  {#domain-separation-knowledge__ul_py5_qp3_qdb}
* Comment provided by a user on an article is stored in article's domain instead of user domain.
{#domain-separation-knowledge__ul_u2g_np3_qdb}
**Related topics**   

* [Domain separation for service providers](https://www.servicenow.com/docs/access?context=domain-sep-landing-page&version=brazil&pubname=brazil-platform-security&ft:locale=en-US)