Knowledge Management roles and permissions

Different phases of knowledge management require different responsibilities. Depending on the size of the organization, some roles might be combined but the responsibilities remain the same.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management uses role-based permissions to enable you to complete a task that is appropriate to your role. The tenant administrator manages and assigns these permissions.

By default, the roles assigned to Knowledge Management support creation, review, and publishing of knowledge articles, as well as the moderation of user questions:

Role	Responsibilities
Knowledge Contributor	Creates and updates new knowledge articles, and moves articles through certain phases of the workflow process Imports knowledge articles Moderates questions and answers Defines audiences for articles
Knowledge Publisher	Performs all of the responsibilities of a Knowledge Contributor Publishes articles to the Service Portal Removes articles from the Service Portal Updates articles in the Service Portal Defines new entitlement rules in the system, which can be used to define audiences for articles
Knowledge Administrator	Performs all of the responsibilities of a Knowledge Publisher Configures the On-Premise Bridge to perform external knowledge indexing Defines and configures the workflow process for knowledge articles

Role

Responsibilities

Knowledge Contributor

Creates and updates new knowledge articles, and moves articles through certain phases of the workflow process
Imports knowledge articles
Moderates questions and answers
Defines audiences for articles

Knowledge Publisher

Performs all of the responsibilities of a Knowledge Contributor
Publishes articles to the Service Portal
Removes articles from the Service Portal
Updates articles in the Service Portal
Defines new entitlement rules in the system, which can be used to define audiences for articles

Knowledge Administrator

Performs all of the responsibilities of a Knowledge Publisher
Configures the On-Premise Bridge to perform external knowledge indexing
Defines and configures the workflow process for knowledge articles

You can also create additional roles that have the relevant permissions for the Knowledge Administration module. For more information, see How to edit role permissions.

Review the individual permission assignments for each role in Administration > Master Data > People > Roles.

Specific permissions that are available for Knowledge Management are:

Import articles

Publish articles to the Service Portal

Update articles that are currently published in the Service Portal

Hide articles that are currently published in the Service Portal

Moderate user questions and answers