Predefined Knowledge Roles

There are predefined knowledge roles to help you set up and manage users. 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

Note: 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:

• Agents who use knowledge to help resolve customer issues.

• Managers who supervise agents and manage knowledge activities.

• Internal users who use My Knowledge

• 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	My Knowledge Knowledge in SRs	Internal Service Everyone	Fusion Service
Customer Service Manager	My Knowledge Knowledge in SRs	Internal Service Everyone	Fusion Service
Customer Self Service User	Public web channels	Everyone	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.

Note: 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	Internal Service Everyone	Fusion Service

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.

Note: 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	My Knowledge Authoring Knowledge analytics Knowledge setup and maintenance tasks User management Public and internal articles	Internal Service Internal HCM Employee Everyone	HCM and Fusion Service

Note: There is also a Knowledge Analyst role that should not be used in new implementations. It is maintained for compatibility reasons only.