Knowledge Management setup guide for admins

Before users in your organization can start creating knowledge bases and knowledge articles, you must set up Knowledge Management. Work with stakeholders to define requirements for setting up Knowledge Management effectively to meet the needs of users. For this task, you must be an administrator with the admin role.

Requirements

Role required

admin

Before you begin

Meet with the following stakeholders
Stakeholder Responsibilities
Knowledge manager Defines and oversees the knowledge management processes for day-to-day operations related to content publishing and usage.
Knowledge admin Configures advanced settings for specific Knowledge Management features
Content creators and reviewers Create, review, and update articles in the knowledge bases.
Community managers Focus on the creation and curating of social content.
Line managers Manage teams that create and use knowledge articles
With stakeholders, determine the following requirements
  • Who are the consumers of the content in the knowledge bases?
  • Who are the writers, editors, and managers for the knowledge base articles?
  • What are the required workflows to publish and retire articles?
  • What are the unique behaviors required for your knowledge management implementation? For example, should attachments appear in search results?
  • Do knowledge articles need to be translated into other languages?

What to do

Assign knowledge roles to users and groups
Determine which Knowledge Management roles are appropriate for each user, and then assign those roles.
Create custom Knowledge workflows
If the default knowledge workflows for publishing and retiring knowledge articles are not appropriate for knowledge bases, create custom workflows for those knowledge bases.
Configure Knowledge properties
If the default knowledge properties do not fulfill the requirements of users, reconfigure the properties as necessary.
Activate support for other languages besides English
If languages other than English must be supported, activate the Knowledge Management Internationalization plugin.
Coordinate with knowledge managers for knowledge base setup
Let knowledge managers and administrators know that they can start configuring their knowledge bases. For details, refer them to the Knowledge base setup guide for knowledge admins and managers.

Next steps

Depending on any other requirements for the knowledge bases, you may be asked to help with additional tasks, such as configuring knowledge homepages.