--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Knowledge Management setup guide for admins # Knowledge Management setup guide for admins {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Knowledge Management Setup Guide for Admins This guide assists administrators in setting up Knowledge Management within the ServiceNow platform, enabling users to create knowledge bases and articles. Collaboration with stakeholders is crucial to ensure the setup meets user needs and operational requirements. Show full answer Show less ## Key Features * **Stakeholder Engagement:** Identify key roles such as Knowledge Manager, Knowledge Admin, and Content Creators to define responsibilities and requirements. * **Role Assignment:** Assign appropriate Knowledge Management roles to users and groups based on their functions. * **Custom Workflows:** Create tailored workflows for publishing and retiring articles if default settings do not meet your needs. * **Knowledge Properties Configuration:** Adjust knowledge properties to align with user requirements. * **Internationalization Support:** Activate plugins to support multiple languages, if necessary. * **Guided Setup:** Use the guided setup feature to streamline the configuration process. ## Key Outcomes By following this guide, administrators will effectively set up Knowledge Management, ensuring that knowledge bases are tailored for content creators and users. This will enhance content accessibility, streamline workflows, and promote effective knowledge sharing across the organization. Before users in your organization can start creating knowledge bases and knowledge articles, you must set up Knowledge Management. Work with stakeholders to define requirements for setting up Knowledge Management effectively to meet the needs of users. ## Requirements Role required: admin. ## Before you begin Meet with the stakeholders : {#setup-knowledge-admin__table_sd4_t44_jw__entry__2} | Stakeholder | Responsibilities | |-|-| | Knowledge manager | Defines and oversees the knowledge management processes for day-to-day operations related to content publishing and usage. | | Knowledge admin | Configures advanced settings for specific Knowledge Management features | | Knowledge coach | Enables users to adhere to content standards. | | Knowledge domain expert | Provides domain knowledge expertise. | | Version author | Contributor to a particular version of an article. | | Content creators and reviewers | Create, review, and update articles in the knowledge bases. | | Community managers | Focus on the creation and curating of social content. | | Line managers | Manage teams that create and use knowledge articles | [ ] {#setup-knowledge-admin__table_sd4_t44_jw} With stakeholders, determine the following requirements : * Who are the consumers of the content in the knowledge bases? * Who are the writers, editors, and managers for the knowledge base articles? * What are the required workflows to publish and retire articles? * What are the unique behaviors required for your knowledge management implementation? For example, should attachments appear in search results? * Do you want to translate knowledge articles into other languages? {#setup-knowledge-admin__ul_mzl_544_jw} ## What to do Assign knowledge roles to users and groups : Determine which [Knowledge Management roles](https://www.servicenow.com/docs/kxDB9bUAfQ2YmdJ9F26Biw#r_KnowledgeRoles "Certain roles are required to use Knowledge Management functionality.") are appropriate for each user, and then [assign those roles](https://www.servicenow.com/docs/access?context=t_AssignARoleToAUser&version=australia&pubname=australia-platform-administration&ft:locale=en-US) . Create custom Knowledge workflows : If the default [knowledge workflows](https://www.servicenow.com/docs/T3VRJa20Cbq57Fw0XiLaTQ#r_KnowledgeWorkflows "The publishing and retirement processes for a knowledge article are controlled by workflows defined for the knowledge base that the article belongs to.") for publishing and retiring knowledge articles are not appropriate for your knowledge bases, create custom [workflows](https://www.servicenow.com/docs/access?context=c_WorkflowOverview&version=australia&pubname=australia-build-workflows&ft:locale=en-US) for those knowledge bases. Configure Knowledge properties : If the default [knowledge properties](https://www.servicenow.com/docs/dOG2gE5jKqdnUKB2HL6Ogg#r_KnowledgeProperties "As an administrator, you can configure the look and functionality of many knowledge base features with Knowledge Management properties.") do not fulfill the requirements of users, reconfigure the properties as necessary. Activate support for other languages besides English : If languages other than English must be supported, activate the [Knowledge Management Internationalization](https://www.servicenow.com/docs/uO~N4m004N_ecEmLdweWsw "The optional knowledge internationalization features enable knowledge users to view articles in multiple languages.") plugins. Coordinate with knowledge managers for knowledge base setup : Let knowledge managers and administrators know that they can start configuring their knowledge bases. For details, refer them to the [Knowledge base setup guide for knowledge admins and managers](https://www.servicenow.com/docs/3I~WT4~6bDAnvKW5ejJ8YA "After basic Knowledge Management setup is completed, you can set up a knowledge base for users to create and publish knowledge articles."). ## Next steps Depending on any other requirements for the knowledge bases, you may be asked to help with additional tasks, such as configuring knowledge landing pages. ## Using guided setup to implement Knowledge Management {#setup-knowledge-admin__section_i4s_lgz_12b} Knowledge Management guided setup provides a sequence of tasks that help you configure Knowledge Management on your instance. To open Knowledge Management guided setup, navigate to KnowledgeAdministrationGuided Setup. For more information about using the guided setup interface, see [Using guided setup](https://www.servicenow.com/docs/access?context=guided-setup&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).{#setup-knowledge-admin__ph_guided-setup-help} *[\>]: and then