Builder Admin
Full data access role for app builders and administrators
Can
- Access assigned records
- Knowledge Base Builder
- Roles and access
Who can do what in Knowledge Base Builder
Give article decisions and service work clear owners.
How permissions work
Article work
A Knowledge Editor maintains content, while an Article Reviewer makes the publication decision.
Support work
A Service Desk Agent records incidents, updates and requests. The Service Manager oversees service, problem and change records.
Administration
Admin sets up access and people. Builder Admin retains the app-builder access role.
Who can do what
| Role | Article workspace | Publication review | Reader feedback | Service context | Incident guidance | Problem and request work |
|---|---|---|---|---|---|---|
| Builder Admin | — | — | — | — | — | — |
| Admin | Edit | Edit | Edit | Edit | View | Edit |
| Knowledge Editor | Edit | Edit | Edit | View | View | View |
| Article Reviewer | Approve | Approve | View | View | View | View |
| Service Desk Agent | View | Edit | Edit | View | Edit | Edit |
| Service Manager | View | View | View | Edit | View | Edit |
Each role in detail
Admin
Owns access setup and the operating rules for article and service records.
Can
- Manage knowledge articles, article feedback, People, Users, Services
- View Incidents, Problems, service requests, Changes, integration receipts
Knowledge Editor
Drafts and maintains assigned articles and reviews reader comments.
Can
- Manage knowledge articles, article feedback
- View Incidents, incident updates, Problems, Services
Starts on: Problem investigations
Article Reviewer
Checks article content and makes the publication decision.
Can
- Manage knowledge articles
- View article feedback, Incidents, Problems, Services
Reviews and approves
- Approve knowledge articles
Starts on: Article workboard
Service Desk Agent
Records incidents and updates and uses article content to answer service questions.
Can
- Manage Incidents, incident updates, service requests
- View knowledge articles, article feedback, Services, Assets
Starts on: Change schedule
Service Manager
Oversees service records and investigates recurring support issues.
Can
- Manage Services, Problems, Changes
- View knowledge articles, article feedback, Incidents, service requests, integration receipts
Starts on: Change schedule
Set up Knowledge Base Builder your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.