---
title: "Knowledge Management"
slug: "knowledge-management-4"
updated: 2025-12-17T09:29:15Z
published: 2025-12-17T09:29:52Z
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](https://eitdocs.atlassian.net/wiki/spaces/Apexv2/pages/960725252/New+Incident) ) and Knowledge Management Dashboard (see: [Knowledge Dashboard](https://eitdocs.atlassian.net/wiki/spaces/Apexv2/pages/962134248/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](https://eitdocs.atlassian.net/wiki/spaces/Apexv2/pages/962134248/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](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988425/Adding+Knowledge+Records)). 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](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988821/Configuring+Knowledge+Record+Authors). |
| Authorizer | The Authorizer is the Workgroup Owner who can edit and authorize the Knowledge Records created for the Workgroup (See: [Authorizing Knowledge Records](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988682/Authorizing+Knowledge+Records)). |
| Approver | The Approver verifies and approves the authorized Knowledge Records (See: [Approving Knowledge Records](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988705/Approving+Knowledge+Records)). For more information configuring Approvers, see [Configuring Knowledge Record Approvers](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988832/Configuring+Knowledge+Record+Approvers). |
| Publisher | The Publisher publishes the approved Knowledge Records (See: [Publishing Knowledge Records](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988723/Publishing+Knowledge+Records)). For more information about configuring Publishers, see [Configuring Knowledge Record Approvers](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988832/Configuring+Knowledge+Record+Approvers). |

All the above users can set the restrictions for the Knowledge Records (See: **ACCESS** tab in [Adding Knowledge Records](https://eitdocs.atlassian.net/wiki/spaces/ELSP3/pages/19988425/Adding+Knowledge+Records)).

## 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?sv=2026-02-06&spr=https&st=2026-11-11T16%3A12%3A56Z&se=2026-11-11T17%3A12%3A56Z&sr=c&sp=r&sig=tI1n5HUJFaSD%2Fj2ufwxJUL0shE9PkfFG2uSL5iddg6c%3D)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?sv=2026-02-06&spr=https&st=2026-11-11T16%3A12%3A56Z&se=2026-11-11T17%3A12%3A56Z&sr=c&sp=r&sig=tI1n5HUJFaSD%2Fj2ufwxJUL0shE9PkfFG2uSL5iddg6c%3D)](https://help.symphonysummitai.com/summit-platform/docs/apex2-end-user-km) | [![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/SR%20-%20icon%20for%20Analyst(2).jpg?sv=2026-02-06&spr=https&st=2026-11-11T16%3A12%3A56Z&se=2026-11-11T17%3A12%3A56Z&sr=c&sp=r&sig=tI1n5HUJFaSD%2Fj2ufwxJUL0shE9PkfFG2uSL5iddg6c%3D)](https://eitdocs.atlassian.net/wiki/spaces/Apexv2/pages/961773618/Analyst+KM) |
| --- | --- |
| [End User](https://help.symphonysummitai.com/summit-platform/docs/apex2-end-user-km) | [Analyst](https://eitdocs.atlassian.net/wiki/spaces/Apexv2/pages/961773618/Analyst+KM) |