---
title: "Knowledge Management"
slug: "knowledge-management-4"
updated: 2026-01-11T12:37:23Z
published: 2026-01-11T12:37:23Z
canonical: "help.symphonysummitai.com/knowledge-management-4"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Knowledge Management

## What is Knowledge Management (KM)?

Knowledge Management is the process of creating, maintaining and sharing the knowledge about a solution or idea to resolve an issue, so that it can be easily referred by the End user or Analysts KM when they face a similar issue.

## Why are Knowledge Records Created?

The Knowledge Records (KRs) are created for the commonly reported errors, issues, and defects in the environment, hardware, software, or any other infrastructure (specific to a Tenant, Location, Workgroup, or Classification and Category).

## How is it useful for the End Users?

The End Users can view the KRs on the End User Dashboard (see: **End User Dashboard** of [Incident Management](/apex/docs/new-incident-1) ) and Knowledge Management Dashboard (see: [Knowledge Dashboard](/apex/docs/knowledge-dashboard)). They can also rate the KRs. While the users are logging Incidents/Service Requests related to their issues, the configured KRs pop-up as a tip. The users can use the KR to troubleshoot their issues themselves and avoid creation of Incidents.

## How is it useful for the Analysts?

The Analysts can use the Knowledge Records while troubleshooting End User issues and provide quick resolutions. (see: [Knowledge Dashboard](/apex/docs/knowledge-dashboard)).

## Various Roles in Knowledge Management

| Role | Description |
| --- | --- |
| Author | The Knowledge Record Author can add Knowledge Records to the Knowledge Base (See: [Adding Knowledge Records](/apex/docs/new-knowledge-record-1)). By default, an Analyst is the Knowledge Record Author. Additionally, the Administrators can provide Workgroup-wise Knowledge Record Author access to the End Users for a selected Tenant. For more information about configuring Knowledge Authors, see Configuring [Knowledge Record Authors](/apex/docs/knowledge-record-author). |
| Authorizer | The Authorizer is the Workgroup Owner who can edit and authorize the Knowledge Records created for the Workgroup (See: [Authorizing Knowledge Records](/apex/docs/approve-knowledge-records-1)). |
| Approver | The Approver verifies and approves the authorized Knowledge Records (See: [Approving Knowledge Records](/apex/docs/approve-knowledge-records-1)). For more information configuring Approvers, see [Configuring Knowledge Record Approvers](/apex/docs/knowledge-record-author). |
| Publisher | The Publisher publishes the approved Knowledge Records (See: [Publishing Knowledge Records](/apex/docs/approve-knowledge-records-1)). For more information about configuring Publishers, see [Configuring Knowledge Record Approvers](/apex/docs/knowledge-record-author). |

All the above users can set the restrictions for the Knowledge Records (See: **ACCESS** tab in [Adding Knowledge Records](/apex/docs/new-knowledge-record-1)).

## Knowledge Record Life Cycle

The Knowledge Record Life Cycle is explained below:

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image1.png)Figure: Knowledge Management Process

Let's look into the actions taken by End Users, and Analysts in the Knowledge Management:

| [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Icon%20for%20End%20User.png)](https://help.symphonysummitai.com/apex/docs/apex2-end-user-km) | [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Analyst(2).jpg)](https://eitdocs.atlassian.net/wiki/spaces/Apexv2/pages/961773618/Analyst+KM) | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Admin(2).jpg) |
| --- | --- | --- |
| [End User](/apex/docs/end-user-14) | [Analyst](/apex/docs/analyst-12) | [Admin](/apex/docs/administrator-16) |