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Knowledge Management Roles and Functions

Knowledge Management is designed for a wide variety of users, from administrators and knowledge managers, who maintain the product to customers, and employees, who use the system to find solutions to their problems. Although one person can fill multiple roles, the following roles are the basic user roles found in Knowledge Management:

• Customer—An external end user who performs basic self-service tasks.
• Employee—An internal end user who performs basic self-service tasks.
• Knowledge Analyst—A user that is responsible for one or more steps within the knowledge management process. This user interacts with service desk analysts to create and maintain a quality solution base.
• Knowledge Manager—A supervisor for the Knowledge Analyst. This role handles knowledge document reassignments and escalations, and manages day-to-day administrative aspects of the solution, including creating the category structure, defining the approval process, managing noise words, special terms, synonyms, and other settings and options that are more dynamic in nature than what the Knowledge Management Administrator controls.
• Administrator—The administrator who has access to all functionality in the CA SDM and Knowledge Management products within a single role. This role is typically used when implementing CA SDM to help ensure that all users and roles are set up properly and for a CA SDM environment that has a single person performing all administration tasks.
• Knowledge Management Administrator—An administrator who is responsible for configuring and monitoring the knowledge management process. This role includes creating the category structure, defining the approval process, and configuring default search and security settings.

Different levels of access are associated with each role in the CA SDM environment. These levels help define the tasks that each role performs.