Role

Description

Knowledge group manager

Each knowledge group manager is responsible for:

•Managing a group of users who own knowledge articles

•Assigning feedback tasks by default

•Can reassign feedback tasks to other group members

•Ensuring articles owned by their group is managed and reviewed correctly

•Identifying knowledge that needs to be updated

Knowledge coach

Knowledge coaches are responsible for:

•Performing AQI (Article Quality Index) surveys on knowledge articles

•Writing, editing, and reviewing knowledge articles

•Advising teams on knowledge best practices

Knowledge domain expert

Knowledge domain experts are similar to knowledge coaches but with specialized knowledge focused on one or more knowledge bases. Responsibilities:

•Performs AQI (Article Quality Index) surveys on knowledge articles

•Writes, edits, and reviews knowledge articles

•Tracks overall health of knowledge bases