---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Knowledge Management guide for users

# Knowledge Management guide for users {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

After knowledge bases are set up, you can start searching and creating
articles.

## Requirements

Role required: All users can read knowledge articles. Users with the knowledge or any other
fulfiller role, such as sn_customerservice_agent, can create and edit knowledge articles in
a knowledge base, unless the knowledge manager has restricted access to the knowledge base
or knowledge articles.

If you need these permissions, contact the knowledge manager or knowledge administrator for
the knowledge base.

## What to do

Create knowledge articles
:   If you have the required permissions for a knowledge base, you can create articles for it. You can [Create a knowledge article from an incident in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/qtjyuYCGYgTlyiJwJy_zyQ "Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.") or by [importing Word documents](https://servicenow-prod.fluidtopics.net/ETeHASjFJgdl~3e~MoRFAA "Import a Microsoft Word document using Knowledge Management v3 homepage to create a knowledge article.").

    You can also create knowledge articles from [incidents and problems](https://servicenow-prod.fluidtopics.net/kco0Q3nliy_2f2zrUR5c7w "Create a knowledge article, so the next time the issue comes up the resolution is easy to find.").

Search for knowledge articles
:   From the [Knowledge homepage](https://servicenow-prod.fluidtopics.net/4HtqnSokZiVfZIfuotMpBg "The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles."),
    you can select a knowledge base to [search for
    articles and answers](https://servicenow-prod.fluidtopics.net/~z_d6t8XSK_c97Y7cyMcew "Search for knowledge articles from the knowledge homepage using the search bar on the Knowledge Management v3 homepage."). You can view only the knowledge bases to which you have
    access.

    Access to knowledge using [your mobile device](https://servicenow-prod.fluidtopics.net/GRQ0FUNtF35kdPQGvhptxg#c_UsingKnowledgeOnMobile "All users can access knowledge from mobile devices to search for and view knowledge articles.") is
    supported.

## Next steps

After articles are created, you can perform the following tasks to make sure that articles are organized in the right knowledge bases and retired when appropriate. If existing knowledge bases do not fit your needs, you can request a new knowledge base.

* [Move a knowledge article](https://servicenow-prod.fluidtopics.net/aMfMC4hgkyyKYPHF5dCmhQ "You can move articles between knowledge bases.")
* [Retire a knowledge article](https://servicenow-prod.fluidtopics.net/JKViOhBw_zvnUD7Fyc5rzA "Initiate the retirement workflow to retire a knowledge article. Knowledge base owners and managers can view articles after they are retired but cannot search for retired articles on the Knowledge homepage and portal.")
* [Request a knowledge base](https://servicenow-prod.fluidtopics.net/NN_tod4gVcenn3HJNRl9yg "If existing knowledge bases do not fit your needs, you can request a new knowledge base through the service catalog. If the request is approved, you are added as the owner of the new knowledge base.")
{#get-started-knowledge-end-users__ul_kjr_crg_jw}