Agents and Managers can create Knowledge Article from Community Questions ?

[Astik Thombare]

Hello Community,

Can Agents and CSM Managers create knowledge articles from Community questions?

I've done quite a bit of research on this, but I'm finding conflicting answers. It appears that creating knowledge articles from Community Questions typically requires roles like `n_communities.knowledge_harvester`, `sn_communities.admin`, or `sn_communities.moderation_admin`. By default, CSM Managers may not have these roles.

Any insights into these questions would be greatly appreciated.

Thanks in advance.

[Community Alums · Accepted solution]

Hi @Astik Thombare ,

You will have to cerate a Group something like "community managers" and then provide the roles "sn_communities.knowledge_harvester, sn_communities.admin, or sn_communities.moderation_admin" .

By default, they won't have these roles.

[m-komisarenko]

I personally find this question irrelevant or marginal to CIS-CSM. I notice this with some other courses offered by ServiceNow. You start a quiz and get to answer questions non related to the course or at least never mentioned in it. Furthermore, the documentation is really dry and does not contain examples. E. g. try and find something on creating relationships. I think there is a lot to improve.