KB Article

[MegaD]

Can anyone please help: What is the role given to the user to edit the KB article and what is the process.

[Mary MCA MSW]

Hello

1. Assign the Role: The user must be assigned the "knowledge" role by an admin.
2. Access the Knowledge Base: Once the role is assigned, the user can navigate to the Knowledge Base module (Knowledge > Articles).
3. Search and Select the Article: The user can search for the specific KB article they wish to edit.
   They can find it under Knowledge > Unpublished. (Once a knowledge article is created, it will automatically be listed under the Unpublished module until it is published.)
4. Edit the Article: Open the KB article > Make the necessary changes in the article's content, metadata, or other fields > and click on the "Update" button
5. Submit or Publish Changes: After making the edits, the user can save the article as a draft or directly publish it, depending on the workflow configured for that knowledge base.
6. Approval Process (if applicable): If the knowledge base is configured with an approval process, the edited article might need to go through an approval workflow before being published.

[Sandeep Rajput]

@MegaD Please refer to this official documentation to know about the roles in Knowledge management https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

Please refer to this post to know the process to create a knowledge article https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/knowledge-managemen...

[AdonayRocha]

Hello,
For knowledge bases, there are 4 main types of licenses. Such as knowledge, knowledge_admin, knowledge_manager, knowledge_view_as.

Each one has the appropriate access and associated functions, such as creating articles, managing articles, viewing knowledge bases. There are details that you can restrict to groups.

About the creation process in the default Washington model (Personal Developer Instance).

1. Access the knowledge portal.

2. Create a knowledge article.

3. Fill in the fields, with "short_description" and knowledge base being mandatory.

4. Save

5. Publish

6. Some articles may go through an approval process by the knowledge base owner.

Note: For better understanding, check the documentation.

You can find out more details through the following documentation
Functions Knowledge Management
- https://docs.servicenow.com/en-US/bundle/xanadu-servicenow-platform/page/product/knowledge-managemen...

Creating a Knowledge Base
https://docs.servicenow.com/en-US/bundle/washingtondc-servicenow-platform/page/product/knowledge-man...