<h2>Knowledge Management roles</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2024" /><meta name="DC.rights.owner" content="(C) Copyright 2024" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="reference" /><meta name="DC.title" content="Knowledge Management roles" /><meta name="abstract" content="Certain roles are required to use Knowledge Management functionality." /><meta name="description" content="Certain roles are required to use Knowledge Management functionality." /><meta name="DC.subject" content="Knowledge Management, roles" /><meta name="keywords" content="Knowledge Management, roles" /><meta name="DC.relation" scheme="URI" content="../../../product/knowledge-management/topic/p_KnowledgeManagment.html" /><meta name="DC.relation" scheme="URI" content="../../../administer/general/concept/capabilities-bundle-landingpage.html" /><meta name="DC.relation" scheme="URI" content="../../../administer/general/reference/manage-content.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-02-02" /><meta name="DC.date.modified" content="2023-02-02" /><meta name="DC.date.modified" content="2023-02-02" /><meta name="DC.date.modified" content="2023-02-02" /><meta name="DC.date.modified" content="2023-02-02" /><meta name="DC.date.modified" content="2023-02-02" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="r_KnowledgeRoles" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Knowledge Management roles</title></head><body id="r_KnowledgeRoles"> <div class="breadcrumb"><a class="link" href="../../../administer/general/concept/capabilities-bundle-landingpage.html" title="Extend the Now Platform with additional applications and features.">Extend Now Platform capabilities</a> > <a class="link" href="../../../administer/general/reference/manage-content.html" title="Handle all the necessary aspects of document and knowledge base management for your enterprise with several ServiceNow.">Manage content capabilities</a> > </div> <h1 class="title topictitle1" id="ariaid-title1"><span class="ph">Knowledge Management</span> roles</h1> <div class="body refbody"><p class="shortdesc">Certain roles are required to use Knowledge Management functionality.</p> <div class="section"> <div class="p"><div class="note"><span class="notetitle">Note:</span> The user criteria determine the access to knowledge articles. For more information, see <a class="xref" href="../concept/user-access-knowledge.html" title="Determine whether certain users or categories of users can access knowledge bases and knowledge articles by controlling contribute and read access.">Managing access to knowledge bases and knowledge articles</a>.</div> <div class="tablenoborder"><table cellpadding="4" cellspacing="0" summary="" id="r_KnowledgeRoles__table_cbh_cgn_tq" class="table" frame="border" border="1" rules="all"><caption><span class="tablecap"><span class="table--title-label">Table 1. </span>Knowledge Management roles</span></caption><colgroup><col /><col /></colgroup><thead class="thead" style="text-align:left;"><tr class="row"><th class="entry cellrowborder" style="vertical-align:top;" id="d1039115e84">Role</th><th class="entry cellrowborder" style="vertical-align:top;" id="d1039115e87">Description</th></tr></thead><tbody class="tbody"><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">knowledge</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">Users with the knowledge role can contribute to the default knowledge base and access the Knowledge application menu.<p class="p">The knowledge role is a fulfiller role and not a requester role.</p> <div class="note"><span class="notetitle">Note:</span> Requesters can view, comment, and give feedback to the knowledge articles. However, a requester cannot create or edit articles.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">knowledge_manager</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">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.<div class="note"><span class="notetitle">Note:</span> knowledge role comes as a subordinate role.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">knowledge_admin</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">Knowledge administrator can perform all the administrative tasks associated with maintaining the Knowledge Management system. <div class="note"><span class="notetitle">Note:</span> <ul class="ul" id="r_KnowledgeRoles__ul_wn1_wtl_4xb"><li class="li">User selected as a knowledge admin can make changes to all the knowledge bases except the scoped knowledge base.</li><li class="li">knowledge role comes as a subordinate role.</li></ul> </div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">knowledge_coach</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">Knowledge coaches can perform Article Quality Index (AQI) surveys on articles, write, edit and review knowledge articles, and coach the team on best practices.<div class="note"><span class="notetitle">Note:</span> knowledge role comes as a subordinate role.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">knowledge_domain_expert</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">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.<div class="note"><span class="notetitle">Note:</span> knowledge role comes as a subordinate role.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">admin</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">Administrators can configure knowledge workflows, set knowledge properties, and manage knowledge forms and dashboards.<div class="note"><span class="notetitle">Note:</span> Following are the subordinate roles available with an admin role:<ul class="ul" id="r_KnowledgeRoles__ul_mmm_wpv_pxb"><li class="li">sn_templated_snip.template_snippet_admin</li><li class="li">sn_employee.admin</li><li class="li">taxonomy_admin</li><li class="li">sn_ace.ace_user</li></ul> </div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">knowledge_group_manager</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">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.<p class="p">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.</p> <div class="note"><span class="notetitle">Note:</span> knowledge_group_member role comes as a subordinate role.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">knowledge_group_member</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">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.<div class="note"><span class="notetitle">Note:</span> knowledge role comes as a subordinate role.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">kcs_candidate</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">KCS candidates understand the basics of Knowledge-Centered Service (KCS).<div class="note"><span class="notetitle">Note:</span> knowledge role comes as a subordinate role.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">kcs_contributor</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">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.<div class="note"><span class="notetitle">Note:</span> knowledge role comes as a subordinate role.</div> </td></tr><tr class="row"><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e84 ">kcs_publisher</td><td class="entry cellrowborder" style="vertical-align:top;" headers="d1039115e87 ">KCS publishers are authors who are well versed in KCS standards and create more external-facing articles.<div class="note"><span class="notetitle">Note:</span> knowledge role comes as a subordinate role.</div> </td></tr></tbody></table> </div> </div> <p class="p">The kcs_candidate, kcs_contributor, and kcs_publisher roles also include the knowledge role. For more information about these KCS-related roles, see <a class="xref" href="https://library.serviceinnovation.org/KCS/KCS_v6/KCS_v6_Practices_Guide" target="_blank" rel="noopener noreferrer">KCS v6 Practices Guide</a>.</p> </div> </div> <div class="related-links"> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../product/knowledge-management/topic/p_KnowledgeManagment.html" title="The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.">Knowledge Management</a></div> </div> </div></body></html></div>