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Knowledge Management roles

Knowledge Management roles

Certain roles are required to use Knowledge Management functionality.

Table 1. Knowledge Management roles
Role Description
Any role All users with at least one ServiceNow role can create and edit knowledge articles. Some knowledge bases may limit this to only certain users.
knowledge Users with the knowledge role can contribute to the default knowledge base and access the Knowledge application menu.
knowledge_manager Knowledge managers perform administrative functions for knowledge bases they manage such as defining categories, pinning important articles, and approving changes to articles. Users selected as managers of a knowledge base receive this role automatically.
knowledge_admin Knowledge administrators can create new knowledge bases and manage all knowledge bases.
knowledge_coach Knowledge coaches perform AQI surveys on articles and can write, edit and review knowledge management articles.
knowledge_domain_expert Knowledge domain experts perform AQI surveys on articles and can write, edit and review knowledge management articles.
admin Administrators can configure knowledge workflows, set knowledge properties, and manage knowledge forms and homepages.

Administrators assign these roles to the users and groups who maintain the knowledge content.