---
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 base setup guide for knowledge admins and managers

# Knowledge base setup guide for knowledge admins and managers {#ariaid-title1}

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

After basic Knowledge Management
setup is completed, you can set up a knowledge base for users to create and publish knowledge
articles.
Create multiple knowledge bases for different groups within your organization to share
information within and between those groups. Create scoped knowledge bases to enable only
application administrators to administer the knowledge bases and restrict unauthorized
access to application-specific data.

Administrators create knowledge bases, and assign them to individual managers responsible
for controlling the behavior and organization scheme of each knowledge base.

Each knowledge base contains knowledge articles that provide information for users, such as
policy, release notes, or instructions for a task. Each knowledge base can also use a
separate workflow for publishing and retiring articles.

## Requirements

Role required: knowledge_administrator, knowledge_manager, or admin.

## Before you begin

Determine the following requirements for each knowledge base that you want to set
up:
:
    * Whether to create a scoped knowledge base? For more information, see [Scoped knowledge bases](https://servicenow-prod.fluidtopics.net/astrsqwdcHdxaUgYP5xqtw "To protect knowledge bases containing sensitive articles, use a scoped knowledge base. Even system administrators and knowledge administrators can't administer scoped knowledge bases unless explicitly authorized through user criteria.").
    * Who are the knowledge base managers that are responsible for approving articles?
    * Who are the users and contributors for that knowledge base? Access for these users is defined through user criteria.
    * What are the categories to be used to classify articles? Will users be able to create categories?
    * Will users of the knowledge base be able to create new content?
    {#set-up-knowledge-admin-user__ul_ml2_n2p_cw}

## What to do

Set up the knowledge base
:
    1. Create the [knowledge
       base](https://servicenow-prod.fluidtopics.net/Pfz2BpgL6Wor91Lbq6wyog "Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Configure knowledge bases into product or service categories and manage user access based on permissions. Customize workflows for publishing and retiring articles in the knowledge base.").
    2. Set up which users can read, create, or edit knowledge articles by [selecting user criteria](https://servicenow-prod.fluidtopics.net/18Bpf5hjqjam1xnFX8zg7Q "You specify user criteria for a knowledge base to control which users are granted access to read and contribute knowledge articles to that knowledge base.") for the knowledge base.
    3. Define the approval process for articles using [workflows](https://servicenow-prod.fluidtopics.net/SZj7_xuHdnlVADCo9u7Vhg#r_KnowledgeWorkflows "The publishing and retirement processes for a knowledge article are controlled by workflows defined for the knowledge base that the article belongs to.").
    4. Define the [knowledge
       categories](https://servicenow-prod.fluidtopics.net/BhnugMXhj_WcFsr2AEla0A "Each knowledge base has a hierarchy of categories that organizes the articles.") that are needed for organizing articles in the knowledge base.
    5. If you want a [custom
       knowledge homepage](https://servicenow-prod.fluidtopics.net/8aK3C7sNwXytMvywE9h_Cg "As a system administrator, you can create a module allowing users to open a knowledge homepage for a specific knowledge base or category."), ask your ServiceNow administrator to create it.
    {#set-up-knowledge-admin-user__ol_zwz_wq5_jw}

## Next steps

Let users in your organization know that they can start creating and searching articles in
the knowledge base. For details, refer users to the [Knowledge Management guide for users](https://servicenow-prod.fluidtopics.net/~bQ8OvERW2uUKtUhX4ibVg "After knowledge bases are set up, you can start searching and creating articles.").

If you have the knowledge_manager role, there are many other tasks that you can perform to
maintain the knowledge base. You can pin articles so they are featured prominently in the
search results and on landing pages. You can also assign other users as managers of a
knowledge base. For details, see [Configuration tasks for knowledge managers](https://servicenow-prod.fluidtopics.net/oMOno2UDQwYXGcVPPR~d~Q "Having multiple knowledge bases allows an organization to spread management responsibilities across multiple users, known as knowledge managers.").