Certain roles are required to use Knowledge Management functionality.

Note: The user criteria determine the access to knowledge articles. For more information, see Managing access to knowledge bases and knowledge articles.
Table 1. Knowledge Management roles
RoleDescription
knowledge Users with the knowledge role can contribute to the default knowledge base and access the Knowledge application menu.

The knowledge role is a fulfiller role and not a requester role.

Note: Requesters can view, comment, and give feedback to the knowledge articles. However, a requester cannot create or edit articles.
knowledge_manager Knowledge managers perform administrative functions for the knowledge bases they manage defining categories, pinning important articles, and approving changes to articles. Users selected as managers of a knowledge base receive this role automatically.
Note: knowledge role comes as a subordinate role.
knowledge_admin Knowledge administrator can perform all the administrative tasks associated with maintaining the Knowledge Management system.
Note:
  • User selected as a knowledge admin can make changes to all the knowledge bases except the scoped knowledge base.
  • knowledge role comes as a subordinate role.
knowledge_coach Knowledge coaches can perform Article Quality Index (AQI) surveys on articles, write, edit and review knowledge articles, and coach the team on best practices.
Note: knowledge role comes as a subordinate role.
knowledge_domain_expert Knowledge domain experts perform AQI surveys on articles and can write, edit and review knowledge management articles. A knowledge domain expert keeps track of the health of knowledge base.
Note: knowledge role comes as a subordinate role.
admin Administrators can configure knowledge workflows, set knowledge properties, and manage knowledge forms and dashboards.
Note: Following are the subordinate roles available with an admin role:
  • sn_templated_snip.template_snippet_admin
  • sn_employee.admin
  • taxonomy_admin
  • sn_ace.ace_user
knowledge_group_manager Knowledge group managers can add or remove members in ownership groups managed by them. They cannot change the manager assigned in their groups. The manager can only be reassigned by the knowledge administrator.

Knowledge group managers are assigned feedback tasks by default. They can reassign tasks to another group member, or group members can assign a feedback task to themselves.

Note: knowledge_group_member role comes as a subordinate role.
knowledge_group_member Knowledge group members are part of an ownership group that can be associated to knowledge articles. They can approve knowledge articles, assign feedback tasks to themselves and work on them as well as edit any knowledge articles that their ownership group is assigned to.
Note: knowledge role comes as a subordinate role.
kcs_candidate KCS candidates understand the basics of Knowledge-Centered Service (KCS).
Note: knowledge role comes as a subordinate role.
kcs_contributor KCS contributors can create or validate knowledge articles in their product areas without being reviewed by a knowledge coach. They may also author and approve articles for broad audience visibility.
Note: knowledge role comes as a subordinate role.
kcs_publisher KCS publishers are authors who are well versed in KCS standards and create more external-facing articles.
Note: knowledge role comes as a subordinate role.

The kcs_candidate, kcs_contributor, and kcs_publisher roles also include the knowledge role. For more information about these KCS-related roles, see KCS v6 Practices Guide.