Create a New Authoring Role by Editing a Predefined Role

Here's an example of how to create a new role for your application by copying and editing an existing role. Let's say that you have agents in your organization who also need to create and update FAQ articles.

You can create a new authoring role for these agents by copying and editing the predefined customer service representative role, and adding authoring capabilities and access to FAQ articles to it.

Before you start, you will need to know the reference key of the FAQ content type so that you can assign the Data Security Policy Data Set later. You can get the reference key by going to Setup and Maintenance, Service, Knowledge Management, Manage Knowledge Content Types.

Here's how you can create a new role based on a predefined role, then modify it.

• Create the new authoring role by copying the customer service representative role.

• Add authoring capabilities by adding an authoring job role to the new role.

• Give the new role access to FAQ articles by adding a data security policy.

• Assign the new role to the agents who need to create and update FAQs.

Note: The role we will copy has access to the Service application (department), so we don't need to grant additional department access.

Copy and Rename the Customer Service Representative Role

Create the new authoring role by copying and renaming the Customer Service Representative role.

1. Go to Tools, Security Console, Roles page and locate and select the Customer Service Representative role.

2. From the drop-down list, choose Copy Role, Copy Top Role.

3. On the Basic Information page, name the new role CSO_Author, and give it the code CSO_Author_JOB.

4. Click Next.

Add Authoring Capability and Access to Content

Assign functional privileges to the role to provide access to authoring functionality. When you copy a role, you can click Load Inherited Policies to display policies that copied from the original role. You can delete any inherited policy that you don't want to include for this role.

1. Click Add Function Security Policy and search for Knowledge in the functional security policies.

2. Select and add the Knowledge Authoring privilege.

3. Click Next to go to the Data Security Policies page.

Add a Data Security Policy

Add a data security policy that grants access to the FAQ content type and the actions that you want to enable.

1. On the Data Security Policies page, click Create Data Security Policy .

2. Enter a Data Security Policy name and a description

3. Under Database Resource, search on Knowledge and select Knowledge Content Types.

4. Leave Data Set as Select by Key and enter the Reference Key for the content type this policy grants access to.

5. From the Actions menu, select Update and View for this role. Authors must be able to view and update articles, but you may also want to enable them to clear checkout, delete, translate and publish articles, or you may want to reserve those activities for a different role.

6. Click Users to assign users to this role.

Assign Users to the Role

Finish by assigning the new CSO_Author role to users either individually, or by adding the new role to all users who currently have the Customer Service Representative role. See Securing Sales and Fusion Service for additional methods of assigning users to roles.

Note: You must also assign knowledge authors to one or more locales. Authors' locale assignments determine which languages they can create and update articles in.

1. Click Add User on the Create Role: Users page.

2. In the Add User dialog box, select a user.

   • Select a single user to add only that user to the role, then click Add User to Role to add the user.

   • Select a role to add all of users assigned to it, then click Add Selected Users to add them.

3. Click Submit.

The Create Role: Users page shows the updated role membership.