Setting up knowledge management, adding users and categories

Setting up Knowledge Management in Applaud involves giving the right people access and making it easy for employees to find the information they need. Begin by assigning roles to your contributors, then organize your articles into clear, helpful categories.

1. Grant users access to knowledge management

To keep your knowledge base running smoothly, you must assign roles matching each person’s responsibilities. These roles define who can create, review, manage, and approve content.

Knowledge Owner

A Knowledge Owner can:

• Write an article manually or Generate an article using AI
• Submit articles for approval
• Review and edit an article, and Change the owner of a knowledge article
• Viewing article performance against scorecard criteria

Knowledge Manager

In addition to everything a Knowledge Owner can do, Knowledge Managers can:

• Grant users access to knowledge management
• Create content categories for knowledge management
• Create content subcategories for knowledge management
• Approve knowledge articles

Assign the Knowledge Manager role to someone who oversees your content strategy and quality control.

2. Organize your knowledge base with categories

Once access is set up, structure your knowledge base so it’s easy to explore. Use content categories to group articles by topic or function, like Time Off, Payroll, or Company Policies. This helps employees find what they’re looking for quickly and confidently. Well-organised content saves time, reduces support cases, and helps employees feel more in control of their day-to-day.

Best practices for content categories

• Use clear, descriptive titles, for example, "Remote Work Guidelines" instead of "Work Stuff."
• Add short descriptions to explain what each category includes.
• Keep it consistent across your site to avoid confusion.

See our knowledge base articles:

• Create content categories for knowledge management
• Create content subcategories for knowledge management

Read more

• About Knowledge Management
• About knowledge article scorecards
• About knowledge article revision control
• About the lifecycle history of a knowledge article

Tasks you can perform

• Grant users access to knowledge management
• Create content categories for knowledge management
• Create content subcategories for knowledge management