What are the predefined knowledge roles?
You can use built-in, out of the box, default knowledge roles available in Knowledge to set up and manage knowledge users such as agents, managers, and authors. Most organizations use the predefined roles as the basis for defining new roles to meet their specific needs. You can copy, edit, and save your own roles to assign to users so that they have the right privileges and policies for your organization. You can also create entirely new roles if there are no suitable predefined roles to copy and edit.
Fusion Service Knowledge Access Roles
Use these predefined roles as starting points to set up users to access knowledge in a Fusion Service application:
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Agents who use knowledge to help resolve customer issues.
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Managers who supervise agents and manage knowledge activities.
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Internal users who use My Knowledge
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External web users who use public knowledge in Digital Customer Service and in user-defined pages and portals.
Role |
Access Locations |
User Groups |
Application Content |
---|---|---|---|
Customer Service Representative |
|
|
Fusion Service |
Customer Service Manager |
|
|
Fusion Service |
Customer Self Service User |
|
|
Fusion Service |
Fusion Service Knowledge Authoring Role
Use this predefined role as a starting point to set up knowledge authors who contribute content to a Fusion Service knowledge base.
There are additional requirements for setting up knowledge authors that we cover later in this chapter.
Role |
Access Locations |
User Groups |
Application Content |
---|---|---|---|
Knowledge Author - Service |
Authoring |
|
Fusion Service |
HCM Knowledge Access Roles
Use these predefined roles as starting points to set up knowledge users in an HCM HR Help Desk application.
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Managers who manage knowledge activities.
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Internal users who use My Knowledge
Role |
Access Locations |
User Groups |
Application Content |
---|---|---|---|
Human Resource Help Desk Manager |
|
|
HCM |
Knowledge Search - HCM |
|
|
HCM |
HCM HR Help Desk Knowledge Authoring Role
Use this predefined role as a starting point to set up knowledge authors who will contribute content to an HCM knowledge base.
There are additional requirements for setting up knowledge authors that we cover later in this chapter.
Role |
Access Locations |
User Groups |
Application Content |
---|---|---|---|
Knowledge Author - HCM |
Authoring |
|
HCM |
Human Resource Help Desk Manager |
|
|
HCM |
General Knowledge Role
Use this predefined role as a starting point to set up knowledge managers who administer the knowledge base and knowledge analytics for Fusion Service and HCM knowledge applications.
There are additional requirements for setting up knowledge authors that we cover later in this chapter.
Role |
Access Locations |
User Groups |
Application Content |
---|---|---|---|
Knowledge Manager |
|
|
HCM and Fusion Service |
There is also a Knowledge Analyst role that should not be used in new implementations. It is maintained for compatibility reasons only.