When to use the Knowledge role

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Santiago Ruales
Tera Contributor

Monday

Hi Everyone,

 

I'd like to know if the Knowledge role is required to create a knowledge article, or is a user criteria defined in the knowledge base sufficient? In what case should I assign the Knowledge role?

 

SantiagoRuales_0-1756746396523.png

 

Thank you for your answers.

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Bhimashankar H
Mega Sage
In response to Santiago Ruales

Monday

 

Yes @Santiago Ruales , you can assign the knowledge role to all your users to grant them the ability to create and edit knowledge articles. Then, you use User Criteria on the Knowledge Base to control which knowledge bases each user can create or edit articles in.

 

User criteria acts as filter at the knowledge base or article level.

 

Thanks,
Bhimashankar H

 

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Rafael Batistot
Tera Sage

Monday

Hi @Santiago Ruales 

1. Is the knowledge role required to create knowledge articles?

  • Yes, by default.
    Out-of-the-box, ServiceNow requires the knowledge role to create, edit, or publish knowledge articles.

  • Without that role, a user can normally only read knowledge articles (if user criteria allow it), but not contribute.

2. What about user criteria on the knowledge base?

  • User criteria (Can read / Can contribute) control who can read or who can contribute to a specific knowledge base.

  • Even if user criteria allow someone to contribute, the user must still have the knowledge role to actually create or edit articles.

So: User criteria = "who, where" and knowledge role = "what you’re allowed to do system-wide."

3. When should you assign the knowledge role?

  • Assign it to knowledge contributors (people who will create/edit articles).

  • Normally, not everyone gets this role — only subject matter experts or content owners.

  • If you want to let all users contribute to knowledge without the knowledge role, you’d have to customize the ACLs (not recommended unless you’re doing a specific design).

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