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| Note: This article applies to Fuji and earlier releases. For more current information, see Knowledge Management at http://docs.servicenow.com
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Knowledge management allows users to create, edit, and view knowledge articles to share information across the organization.
Knowledge articles are pieces of knowledge, such as a policy or release notes. Each article exists within a knowledge base, which is managed by one or more knowledge managers.
Users can browse and search knowledge using a knowledge homepage or contextual search from other ServiceNow applications. Knowledge authors can contribute articles. Administrators can create multiple knowledge bases and assign these knowledge bases to individual managers responsible for controlling the behavior and organizational scheme of each knowledge base.
|Note: The content on this page describes the Knowledge Management v3 feature, available starting with the Fuji release. See Legacy:Knowledge Management for information about knowledge functionality in versions prior to Fuji. For instances that upgraded to Fuji, see Migrating to Knowledge Management v3.|
|Any role||All users with at least one ServiceNow role can create and edit knowledge articles. Some knowledge bases may limit this to only certain users.|
|knowledge||Users with the knowledge role can contribute to the default knowledge base and access the Knowledge application menu.|
|knowledge_manager||Knowledge managers perform administrative functions for knowledge bases they manage such as defining categories, pinning important articles, and approving changes to articles. Users selected as managers of a knowledge base receive this role automatically.|
|knowledge_administrator||Knowledge administrators can manage the default knowledge base.|
|admin||Administrators create new knowledge bases, configure knowledge workflows, set knowledge properties, and manage knowledge forms and homepages.|
Menus and Modules
Knowledge management contains these modules. The Homepage module and modules in the Articles section are available to users with the knowledge or knowledge_manager roles. Modules in the Administration section are available only to administrators.
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In addition, two knowledge modules in the Self-Service application are available to all users:
- Knowledge: View the knowledge homepage that allows users to search and browse knowledge.
- My Knowledge Articles: View and edit knowledge articles authored by the logged-in user.