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Configure > Setting Up the Application > Users > About Roles > Knowledge Management Roles

Knowledge Management Roles

Role	Description
Knowledge Manager	Ensures that the IT organization is able to gather, analyze, store and share knowledge and information. Improves efficiency by reducing the need to rediscover knowledge.
Self Service User	Works with knowledge management in the Self Service module by searching and viewing all types of knowledge articles, and resolving their issues using relevant knowledge articles. Rates and provides comments and feedback on the usefulness of articles.
Service Desk Analyst	Works with knowledge management mainly in searching for knowledge articles to resolve incidents. Creates new knowledge articles.