Knowledge Management guide for users

reference australia Updated Sep 10, 2026 2 min read get-started-knowledge-end-users.md

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 or by importing Word documents.

You can also create knowledge articles from incidents and problems.
Search for knowledge articles

From the Knowledge homepage, you can select a knowledge base to search for articles and answers. You can view only the knowledge bases to which you have access.

Access to knowledge using your mobile device 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.

Parent Topic:Using Knowledge Management

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---
title: Knowledge Management guide for users
description: After knowledge bases are set up, you can start searching and creating articles.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/knowledge-management/get-started-knowledge-end-users.html
release: australia
product: Knowledge Management
classification: knowledge-management
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Using Knowledge Management, Knowledge Management, Manage content capabilities, Extend ServiceNow AI Platform capabilities]
---

# Knowledge Management guide for users

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/create-knowledge-article.md) or by [importing Word documents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/t_ImportADocument.md).

    You can also create knowledge articles from [incidents and problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/t_ApproveKnowledgeSubmission.md).

-   **Search for knowledge articles**

    From the [Knowledge homepage](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/c_KnowledgeHomepage.md), you can select a knowledge base to [search for articles and answers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/r_KnowledgeSearch.md). You can view only the knowledge bases to which you have access.

    Access to knowledge using [your mobile device](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/c_UsingKnowledgeOnMobile.md) 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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/t_MoveAnArticle.md)
-   [Retire a knowledge article]()
-   [Request a knowledge base](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/t_RequestAKnowledgeBase.md)

**Parent Topic:**[Using Knowledge Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/knowledge-management/using-knowledge-management.md)