pega knowledge user guide 731

Pega Knowledge

USER GUIDE7.31

© Copyright 2017Pegasystems Inc., Cambridge, MA

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DOCUMENT: Pega Knowledge User GuideSOFTWARE VERSION: 7.31PUBLISHED: 07 November 2017

http://www.pega.com/

CONTENTS

Introduction 5Key features 5

About the Knowledge portal 7Operators 7Customizing the dashboard 8

Editing the dashboard 8

Searching content in the Knowledge portal 10Importing and exporting content 10

Import content 11Export content 11

Content templates 12Creating a template 12Deleting a template 13

Content management life cycle 14

Taxonomy 15Adding a new taxonomy category 15Editing a category 16Deleting a category 16Defining security 17

Creating content 17Creating draft content in the Pega Customer Service interaction portal 20Editing content 20

Adding Image settings 21Adding videos 21Marking article text as internal 22Adding references to other articles 22Archiving content 23Clone content 23

Publishing content 24Approving draft content 24

Pega Knowledge User Guide 3

Publishing approved content 24Rejecting content 25Printing an article 26Multi-language management 26

Pega Communities 28Community site management 28Navigating a community site 28Starting a new discussion 30Best answers capability 31Searching in the Community 31User feedback on content 32

Community moderation 33Moderation dashboard 33Moderating posts and members 33

Reported posts 33Moderating a post 34Members 34Deactivation of an account 35

Mark a best answer 35Reporting abusive or inappropriate posts 36


IntroductionPega Knowledge is a centralized solution that helps provide quick, accurate, and consistent answersto customer questions. Using knowledge articles and community discussions, customers and CSRscan find answers to questions, which your company can manage centrally. You no longer have to relyon institutional knowledge that can leave whenever an employee does or be stuck deliveringinconsistent answers depending on channel, time, or location. Pega Knowledge solves theseproblems and provides you with all of the following features:

l Deliver answers quickly

Provide answers to customers quickly, whether a customer is searching for answers on their ownor a customer service representative (CSR) is helping a customer find an answer through aknowledge repository or a customer community

l Improve answer consistency & quality

Ensure that answers provided to customers are accurate and consistent regardless of channel

l Increase customer engagement

Give your customers a chance to add recommendations and become advocates for your company

l Centralize Information

Reduce time spent handling multiple edits and searching for answers with combined informationin a centralized location

l Set up the solution quickly

Using out-of-the-box tools Pega Knowledge is easy to set up to get your knowledge andcommunities solutions to market quickly.

Key featuresl Author and rapidly publish knowledge content

l Manage the content life cycle from a single portal

l Provide authors with the tools and privileges to create, update, and publish rich content

l Capture and route feedback to authors to evaluate and refine answers

l Deliver the right content at the right time to agents and customers


Introduction

l Provide access across multiple channels

l Guide content approval and publishing flows to ensure quality content

l Use flexible taxonomy categories to logically classify and group content

l Visibility into how often content is viewed and rated

l Control content visibility using flexible security features

l Provide authors with configuration tools to quickly configure, brand, and deploy Help sites

l Embed Pega Knowledge Help sites in existing self-service portal buttons, links, and images

l Schedule periodic content reviews to ensure content freshness

l Multi-Language capability simplifies the management of multi-language content

l Import and export articles to support article translations and migration of legacy systems articlesto Pega Knowledge.

l Improve relevant search results by using Fuzzy search to compensate for misspelled search items

l Provide an intuitive mobile navigation and user experience

l Maintain preformatted article template styles for consistent content formatting

l Supports a community site for customer and agent collaboration.

l Achieve higher visibility to your articles and community posts on popular search engines usingSearch Engine Optimization.


Introduction

About the Knowledge portalFrom the Knowledge portal, you can create, approve, publish, edit, and archive content. The portalalso provides the tools necessary to effectively manage the full life cycle of content, ensuring thatyour knowledge content remains fresh, relevant, and useful to your end users and customers. Youcan customize the dashboard to achieve a personalized view by selecting the widgets related to PegaKnowledge. Custom charts or other views can also be created and defined as widgets for additionalpersonalization for your knowledge team.

Knowledge portal provides a guided authoring, approval, and publishing flow to manage theprogression of content through a staged, approval process.

With the Taxonomy editor, you can define a single or multiple category levels for the classificationand grouping of content. This helps knowledge authors manage how similar articles are groupedwithin the application, providing more efficient searches and the suggestion of contextual content.You can use the KMSysAdmin or KMPublisher operator to create and edit the taxonomy and contentsecurity settings.

You can define content visibility restrictions using the taxonomy editor by defining Pega access rolesfor specific taxonomy category levels.

Content can also be exposed to non-Pega web applications by embedding the Pega Knowledge Helpsite embed code (also known as Javascript snippet) in your existing self-service portals or other webapplications. Pega Knowledge also provides a set of REST API's that support integration with yourexisting web sites to search and display taxonomy categories and related articles, and to receivearticle ratings from your customers.

OperatorsWhen Pega Knowledge is installed, it contains the following pre-configured operators.

Operator CapabilitiesKMAuthor l Configured with Primary authoring role

l Creates draft content, and submits to Approval stage

KMApprover l Configured with Primary authoring role

l Creates and approves content for the Publication stage

KMPublisher l Configured with Primary authoring role


About the Knowledge portal

l Creates, approves, and publishes content

KMSysAdmin l Configured with complete access to the application along with DesignerStudio

ExternalKMUser l User for non Pega 7 Platform access to content (example: internetaccessible)

KMModerator l Community moderation tool access and related privileges

Each operator is assigned a different level of privilege that controls the editing, approval, andpublishing capabilities within the content authoring stages:

l Creation/Draft

l Approval

l Publication

Pega Knowledge is designed to accommodate quality assurance requirements of knowledgemanagement organizations, where multiple levels of content approvals may be required during thecontent creation process. The use of privileged operators supports the stage-based content creationprocess provided by the application, allowing separation of the authoring, approval, and publicationroles.

Some organizations may not require this degree of role separation for content creation and theoverall lifecycle management, for example, handling content improvements and archiving. For thoseorganizations, Pega Knowledge supports a straight-through processing option for creating,approving, and publishing content by using the KMPublisher or KMSysAdmin operator. This allowscreating and publishing content, without requiring separate approval or publication from otheroperators.

Customizing the dashboardThe Dashboard displays key charts and other actionable information about content that is used tomanage the Knowledge portal. A dashboard can include charts, reports, worklists, and other widgets.

Editing the dashboardConfigure your dashboard to personalize the workspace in your application. Dashboards aresupported by a standard template, selected widgets, and optional configuration details that youprovide. You can customize the layout of your dashboard and the configuration of each widget.



1. Click the Edit dashboard icon .

2. In the Edit dashboard panel, click Switch template to change the template format. Eachtemplate includes a preview of the number, size, and relative position of slots that it contains.

3. Click Add widget(s) and select the widget such as Content by stage, Content views and ratings,and Recently published content, that should appear on the dashboard.

The Pega Knowledge widgets are under the Knowledge portal category. This category identifies thewidgets related to Pega Knowledge capability.

4. Click Add selected.

5. Click Publish to publish your personalized dashboard. For more information about dashboardcustomization, see Personalizing your dashboard.



https://pdn.pega.com/personalizing-your-dashboard

Searching content in theKnowledge portalThe Content page displays all content in the application. You can search for content and filter resultsby category and content status.

l The All content tab displays articles created by all authors.

l The My content tab displays content created by the current user.

l The Import content tab displays the status of imported content.

You can search content using the following options:

Search content titleEnter the content title in the Search content title text field and press Enter. The search resultsdisplay related content.

All categoriesFrom the All Categories list, select the relevant category. The search results display related content.

All statusesFrom the All statuses list, select the desired content status. The search results display relatedcontent.

For example, to see archived content, select the Resolved-Archived option.

Note: You can create new content from the Content page by clicking the New content button. Formore information, see Creating content.

Authors can also search for content directly from the portal search bar in the Knowledge Portalheader, where you can search by Knowledge Content- or Knowledge Content Published- article id’s,or search by article title. The portal provides a number of filtering capabilities including work typessuch as Content Candidates, Feedback, and published content.

Importing and exporting contentContent import and export features let you migrate content from a legacy content system or othersources such as a translation services vendor.


Searching content in the Knowledge portal

Import contentAs an author, you can import the content using a .CSV file. Map the columns to the Pega Knowledgecontent structure. If there are columns that do not match the existing data structure, you may need toextend the data model to match.

When you import the content, Pega Knowledge assigns content IDs according to these rules:

l If the content ID is not mentioned in the .CSV file, a new content ID is created.

l If the content ID is mentioned in the .CSV file, the new content replaces the existing content.

Note: If any errors occur while importing the .CSV file, error messages describing the failure aredisplayed on the resulting import page.

Export contentAs an author, you can export the selected content to a .CSV file.

1. In the left navigation panel, click Knowledge > Content > All content.

2. Under the Name column, select the check boxes for the content to export or select the check boxnext to the Name label to select all available content.

3. Click Export. The resulting .CSV file is generated for you to download to a local or shareddirectory.


Searching content in the Knowledge portal

Content templatesContent templates provide preformatted styles used to create knowledge articles. Content templatescan be used by organizations that need to foster consistency in certain content types, like FrequentlyAsked Questions (FAQs), or "how-to" documents, or other content that requires formatting forconsistent quality and clarity.

The creation and maintenance of content templates are restricted to KMSysAdmin and KMPublisheroperators, but can be used while creating content by all authors.

You can create a template using the Rich Text Editor, or you can cut and paste a pre-formattedtemplate from Microsoft Word ™, for example. Microsoft Word™ formats may require further editingin the Rich Text Editor(RTE) using the source option.

The templates landing page shows published and draft templates. Published templates are availableto you and other authors whenever you create content. Draft templates are in edit mode and are notavailable to other authors until after they have been published.

Creating a template1. From the left navigation panel, click Configurations > Templates.

The Templates page shows the list of published templates.

2. Click New Templates.

3. On the New Templates page, enter the title and description in the text fields.

4. Create a template by entering content into the Rich Text Editor (RTE) and applying styles, images,

and text alignment. To import an existing template, click the Template icon .

For example, a template could contain the company title, logo, font styles, and format.

5. Click Save Draft to save the draft template.

6. Click Publish. The new template is displayed under the Published tab and it is available for allauthors for selection.


Content templates

Deleting a templateYou can delete an existing template is it is not required. Deleting a template does not affect content towhich you have already applied a template style.

To delete a template, perfrom the following steps:

1. In the left navigation panel, expand Knowledge and click Templates.

2. Click the Delete icon .


Content templates

Content management life cyclePega Knowledge provides you with a guided content authoring and approval flow. This allowscontent to be created in a staged process that allows the separation of content approvals andpublication. This approach is designed to support a more distinct quality assured contentdevelopment methodology.

You can configure the Publisher and Admin operators with privileges to create, approve, and publishcontent, thereby supporting a straight-through creation process by a single author. This approach canbe used when a single or smaller group of knowledge authors requires a more streamlined processfor content creation.

Pega Knowledge leverages Pega’s dynamic case management capabilities to create content as cases.This approach supports content (case) routing, using service levels agreements (SLAs) andprogression of content status based on individual stages. This graphic illustrates the stage-based,iterative process for content creation and its progression through the three Pega Knowledge stages.


Content management life cycle

TaxonomyA taxonomy allows you to classify or group similar content to organize your knowledge base andsupport a more efficient search and display of content. Pega Knowledge supports a multi-leveltaxonomy category structure to meet your business needs. You can assign a taxonomy categorywhen you create content. The application also supports the linking of multiple taxonomy categoriesto content.

Prior to creating your taxonomy categories, consider the most logical structure that aligns with howyou want to organize and classify your content. Some organizations create taxonomy categories thatmatch their organizational structure.

Note: The Uncategorized category is a required taxonomy level included with Pega Knowledgeand cannot be edited. It is used for temporary movements of content from one taxonomy categoryto another. It is also used when you delete a taxonomy category that is in use. Because all contentrequires an associated category, any content assigned to a category you delete is temporarilyassigned to the Uncategorized category until you assign it to another category.

Note: Before creating a taxonomy in the authoring portal, identify the categories required for thebusiness.

Adding a new taxonomy categoryIf you want to create content or start a discussion that meets your content requirements and if theexisting categories are not relevant to add the content, then you can add a new category. You canview the sample categories in the taxonomy such as Auto loans, Customer Service, InvestmentOptions, and Retail Banking. To add a new category:

1. On the Category page, click Add new category.

2. In the Category name field, enter the name of the new category.

3. Optional: To create the new category under the respective parent or top level category, clickChange and then select a parent category. If the parent category is not selected, then the newcategory is created as a parent category.

4. Optional: Select the appropriate Authorized role from the list and click Add.

The Authorized role option is used to add security content visibility settings to a category. Youcan apply multiple roles to a category. Pega Knowledge authors might not have visibility to all


Taxonomy

access roles and could require a separate operator login. For more information, see Definingsecurity.

5. To select an image to use for this category, click Choose file and click Upload.

Note: Sample category icons are provided in the Pega Distribution media in the Resource Kitdirectory (SampleCategoryIcons.zip). Your system administrator can unzip this file onto a shareddrive or a location where you can access and upload the desired category icon.

6. To save the new category, click Submit .

Editing a categoryYou can edit the details of a particular category to change the category type, category name,authorized roles, and the category image.

1. On the Category page, click the Edit selected category icon .

2. To change the parent category, click Change and select the category type.

3. Optional: Edit the Category name.

4. Optional: Add and delete the Authorized roles for the category.

5. Optional: Choose an image file to upload as the icon for the category.

6. Click Update .

Deleting a categoryYou can delete unwanted categories from the taxonomy.

1. On the Category page, click the Delete icon for the category to delete.

2. Click Delete.

Note: After you delete the category, any related content is automatically assigned to theUncategorized category. KM Authors should check the uncategorized category in the Taxonomypage periodically to review content and assign it to the proper category.


Taxonomy

Defining securityContent visibility can be restricted at the taxonomy category level, allowing only privileged usersaccess to the restricted content using search, suggested content, or the top-rated articles sections ofthe portal uses Pega access roles to restrict content visibility.

Assigning access roles in Pega requires visibility to that application using an operator that hasprivileges for the system administrator role and access to the Pega Knowledge portal. It is a bestpractice to modify one of your Pega application’s System Administrator operator’s access group orcreate a new operator to include the KMPortal. The operator’s application rule should also includethe PegaKMPortal:07-22 ruleset that is placed above any Pega- rulesets. This operator then hasaccess to both your application and Pega Knowledge, allowing the visibility and assignment of yourapplication’s access roles to the taxonomy categories through the Taxonomy editor.

Note: Pega Knowledge provides an operator, CSKMSecurityAdmin for assigning security for PegaCustomer Service access roles. Pega Customer Service managers, such as the CAManager operator,have full visibility to all Pega Knowledge content, and by design are not restricted by the categorysecurity defined in the taxonomy editor. Articles that are linked to service cases by a manager willalso be visible to Customer Service CSRs, regardless of the category security restriction. This enablesthe Pega Customer Service manager complete control on the content their CSRs must view whenassisting customers. This is the only exception to the category security access role model. Example: APega Customer Service search for an article that is restricted by access role at the taxonomy level willnot be displayed in the search results if the CSR does not possess the required access role for thatarticle’s category.

Assigning security restrictions is hierarchical, meaning that if a higher level taxonomy category hasassigned (one-to-many) access roles, then all its related child categories inherit those roles. Anycontent assigned to these child taxonomy categories requires that the end user have at least one ofthe assigned access roles to enable visibility.

If an access role is assigned at a lower (child) level in a taxonomy category hierarchy, with no otheraccess roles assigned above the child, then only content at the level where the access role is assignedwould require the user to have that access role. Content linked to taxonomy categories above thechild with the access role would not have any visibility restrictions, assuming that no access roles areassigned at the higher levels in that category hierarchy.

Creating contentAs an author, you can create content by defining key attributes such as content title, abstract, andpublication date. The status of the content is assigned as New-Draft and remains in this status until


Taxonomy

the author clicks Submit to route the content to the Approval stage. After submitting the content forapproval, the status changes to Pending-Approval.

1. From the Knowledge portal, click Create > Create Content. In Knowledge Content landing page,a New-Draft version is created.

2. Enter a clear and concise title for your content that specifies the purpose.

Note: To check the duplicate titles, enter the title and tab out. All content with the same title isdisplayed.

3. If you find an existing article, click Resolve as duplicate or to create a new content, clickcontinue.

4. Enter a brief abstract that describes your content. This is visible to users when they point to thecontent title.

5. Select the taxonomy category to which the content belongs. You can select multiple categories forthe same content.

6. You can add text using any one of the following methods:a. To add and format text manually, use Rich Text Editor. For more information, see Editing

content.

b. To add the source URL that points to the content, then select Publish settings > Contenttype > URL. Enter the content URL details in the Content Source URL text field.

Note: Ensure that you test the URL. Click Save Draft and Preview to ensure that URL redirects,popups, or other authentication are accounted for and do not negatively impact the end-userexperience. Using the Preview feature, you can view content as an end user would see it in yourapplication.

7. Select the master language from the Language list.

8. If you plan to post a translated version of this article in one or more additional languages, selectthe Add language check box.

9. Click New translation > Select a language > Submit.

When you publish an article, it creates cloned draft versions of the master article that can betranslated into the designated languages. The draft articles are routed to the Knowledge Content -Translations work basket, where an author can directly translate to the specified language or


Taxonomy

export to a CSV file that can be sent to a vendor for translation. For more information on languagemanagement, see Multi-language management.

Note: Actual content translation is not supported by Pega Knowledge.

10. Update the Schedule settings:

l Publish on – Enter or select the desired date and time for this content to be made available toend users. The default setting will automatically make the content available to end users uponpublication, assuming content is being published in a production system.

l Expire on - Enter or select the desired date and time when you want this article to beautomatically archived and no longer available to end users.

11. Optional: Select Schedule review in to set up an automatic content review notification in thespecified time period (for example 6, 12, or 18 months). Upon reaching the review date, anotification is automatically emailed to each author in the system with a valid email address. Thisfunctionality assumes the related Pega Knowledge email account has been configured and isactive.

12. Select the desired display settings:

l For internal use (employees only) – select this option to make this content visible only toemployees and not to external customers.

Note: Other Pega Knowledge security restrictions, if specified in the associated Taxonomycategory, are also applied to employees.

l Show version number on content - select the check box to show the version number on thecontent page viewed by end users.

13. You can add tags, attachments, and links to the content. These details are useful for referring toother related topics or files.

14. Click Save Draft to save the draft content.

15. After your content is in the desired format for submission, then click Submit. The content movesto the Approval stage and the content status changes to Pending-Approval.


Taxonomy

Creating draft content in the PegaCustomer Service interaction portalIn Pega Customer Service interaction portal, customer service representatives and managers cancreate a draft article to submit to the Pega Knowledge authoring team for editing and publishing.

Customer service representatives and managers can create a draft article and can enter a minimumset of article attributes such as title, abstract, select a category or multiple categories, and create thecontent body. The draft content is routed to the Knowledge Content-Content Candidates workbasketfor Pega Knowledge authors to review, edit and publish.

1. Click Create, and then click Case type for content candidate work type.

2. In the Create content page, add details about the article in Title, Abstract, Categories andContent fields. For more information, see Creating content

3. Click Submit.

After submitting the article, the content with a Knowledge Content Candidate- ID is added toworkbasket.

Editing contentPublishers can make changes to an existing or published content. When you are editing publishedcontent, the current version of the content remains available for end users.

To edit content, perform the following steps:

1. In the left navigation panel, expand Knowledge and click Content.

2. Search for and click the content that you want to edit.

3. To make changes to the content, click Edit. Pega Knowledge creates a new version of the contentwith a Pending-Publish status and allows the author to make changes.

4. After making changes to the content, click Publish. The new version is saved with Resolved-Published status and made available to users. The previous version is automatically archivedwith the Resolved-Archived status.


Taxonomy

Adding Image settingsYou can add images to the content and it must be in PNG, JPEG, or GIF format. After you browse,select, and upload an image:

1. Select the respective image and click the icon.

2. Specify the width and height of the image that is appropriate for your content.

3. Click the padlock symbol so that it appears locked if you want to retain the aspect ratio of theimage.

4. Optional: You can define a border of the width you specify in pixels, add or subtract horizontalspace (HSpace) or vertical space (VSpace) or both to adjust the placement of your image using “-“ before your pixels #.

5. Alternatively, you can simply use the Alignment list.

Note: Image file names cannot contain spaces. Use the underscore character if necessary (forexample, My_Sample_Graphic.jpg).

Note: Content with images that are viewed in a self-service or non-Pega web application should usean absolute URL for the images; do not upload the image. This is done so that non-Pega webapplication can render the image in the content. Organizations that plan to support extensivemultimedia or image-intensive content should consider maintaining a separate server as arepository for images and multimedia files and then use the external URL approach to reference theimages and multimedia files.

Adding videosYou can add videos to the content based on your business needs.

To insert a YouTube™ video, follow these steps:

1. Click Source to view the HTML source code for the page

2. Copy and paste the Embed tag from the original video on the YouTube™ site. The video displays inthe Pega Knowledge display harness and is played based on browser settings.

3. Click Source and the video displays in the content Body (rich text editor), and you can play thevideo.

4. To adjust the size of the video display, clicking Source and edit the tag.


Taxonomy

Note: Google Chrome browser may generate an error when you publish an article with the YouTubeEmbed code for security reasons. However, refreshing the Google Chrome browser shows that thevideo was successfully published.

Marking article text as internalPega Knowledge authors can mark a sentence, paragraph, or entire section of an article as internal.When the content is marked as internal, the content is highlighted with a gray background thatprovides a visual indicator of internal content. Customer Service agents can see the full article.External users, such as KM help site users, cannot see the sections marked as internal.

To mark content as internal, perform the following steps:


2. Click the content that you want to mark as internal.

3. Click Edit.

4. To mark the content as internal, select the paragraph or text.

5. In Display settings section, select the For internal use (employees only) check box.

Adding references to other articlesYou can insert references to other Pega Knowledge articles within the body of an article, and you canalso add a reference to another Pega Knowledge article. These references can be accessed on the helpsite within the body of the article and in the Related links area of the current article. Customer servicerepresentatives or Pega Knowledge help site users can open the related articles in a separate browserwindow to view the articles that are added as references.

To insert references to other Pega Knowledge articles, perform the following steps:


2. Click the article that you want to edit.

3. To insert references within the body of the content, click Edit. The content appears in edit mode.a. Place the pointer in the text location where you want to insert the reference.

b. In the Content section, click the Article references icon. The Article reference windowappears.


Taxonomy

c. Select the category from the list. The articles for the selected category appears.

d. Select an article. The article title is added as a link within the body of the article.

4. To add references to an article in the Related Links section of the help site, on the right side of thepage, click the Content tab.a. Click Add. The Add article references window displays the list of articles. You can filter the

articles based on the titles and category.

b. Select the article check box and click Submit. You can select and add multiple articles at thesame time.

5. To save the changes in the article, click Submit.

The references are added to the article both within the body and also in the Related links area of thearticle.

Archiving contentAs a publisher, You can archive published content that is no longer required for your customers. Afteryou archive the content, the content search results do not display the archived content.

To archive content, perform the following steps:


2. Search for and click the content that you want to archive.

3. From the Actions menu, click Archive content. The content status changes to Resolved-Archived.

Clone contentThe clone content capability creates a copy of an existing content. Clone content helps you to reusethe existing content, and then modify as needed. The cloned content appears with a New-Draftstatus.

To clone content, perform the following steps:


2. Click the content that you want to clone.

3. From the Actions menu, click Clone content. The content status appears as New-Draft.


Taxonomy

Publishing contentPublishing content provides an opportunity to publish approved content and make it available to endusers.

Approving draft contentThe approval stage provides an opportunity to review and edit the content and the ability to rejectcontent and add notes on describing required for improvements. The approver can route the contentback to the original author or to a shared workbasket used for draft content named KnowledgeContent – Drafts. This action also moves the content back into the Creation or Draft stage with aPending-DraftRejected status.

After the author corrects the content issues, clicking Submit returns the content to the Approvalstage with a Pending-Approval status. Once the content is in an acceptable format, the approverclicks Approve and advances the content to the Publication stage with a status of Pending-Publish.

Note: Only operators with Approval and Publisher roles can approve content.

1. In the Knowledge Portal, click Work > Workbaskets.

2. From the Select a workbasket list, select Knowledge Content – Approvals. The contentstatuses with pending approval are shown.

3. Select the desired content to view in edit mode. You can validate the content and edit if necessary.

4. Click Approve to save the content and the content status shows as Pending-Publish.

Publishing approved contentAfter you approve the content in the Approval stage, it is ready for final review prior to publishing forend users. Publishers also have the ability to continue editing content or rejecting content, or to routeit back to the original author or the Knowledge Content-Drafts workbasket in the Creation /Draft stage.

When the content is ready for publication, the author clicks Publish, which changes the contentstatus to Resolved-Published. The content remains in the Publication stage until it is archived byan approver or publisher. The content will be indexed by the Pega search engine and will be available


Taxonomy

to end users generally within few minutes. Content configured with a Publish on date will beautomatically published upon reaching that date and time.

Note: Only operators with the Publisher role can publish content.

1. In the Knowledge Management portal, click Workbaskets.

2. From the Pick a workbasket list, select Knowledge Content – Publish. All articles with acontent status of Pending-publish are shown.

3. Select the content you want to edit. You can validate the content and edit if necessary.

4. Click Publish. The content is saved with Resolved-Published status and made available to end-users.

Rejecting contentAs an Approver or Publisher, you can reject content if the content is not appropriate or if the contentrequires changes. The content status automatically changes to Pending-DraftRejected and thecontent stage is set to Creation/Draft.

To reject content, perform the following steps:

1. In the Knowledge Management portal, click Workbaskets.

2. From the Pick a workbasket list, select Knowledge Content – Publish. All articles with acontent status of Pending-publish are shown.

3. Select the content you want to edit. You can validate the content and edit if necessary.

4. To reject the content, from the Actions menu, click Reject.

You can add rejection notes, explaining what needs to be corrected in the content. When an authoropens the rejected content to edit, the Rejection note displays at the top of the screen for easyreference.

Authors can also withdraw content while in edit mode. Click Actions > Withdraw Content towithdraw content that is not required.


Taxonomy

Printing an articleUsing the Pega Knowledge portal, you can print an article to review in a hard copy format. Thisfeature lets you print the article and images.

To print an article, perform the following steps:


2. Click the content that you want to print. You can also print the content in edit mode.

3. From the Actions menu, click Print.

Multi-language managementUsing multi-language management capabilities, authors can create and manage articles with linkedtranslated versions.

Note: Language management does not translate articles. Language management lets you export thearticle and send it to an external translation vendor, and then import it back into the PegaKnowledge application for final publication.

After the master language article is published, the application automatically creates cloned drafts,each flagged with the selected languages for translation. These drafts are routed to the KnowledgeContent – Translations workbasket where the author can either edit the articles or select thearticles to export. Upon export, Pega Knowledge creates a .CSV file with the main article attributesmapped to columns (for example, title, abstract, language flag, content body, and tags). You can thensend this exported article for translation.

Any subsequent edits to the published master language articles automatically creates drafts of thelinked, translated versions and routes them to the Knowledge Content – Translationsworkbasket for edits or external translations. This simplifies the operational aspects of managingmultiple linked translated versions for authors.

After the translations have been completed, the updated .CSV file can be imported back into theapplication for final review, editing, QA, and publication.

Each article has a language flag that helps the translation vendor to know the appropriate languagefor each article.


Taxonomy

Pega Language packs do not translate Pega Knowledge articles, but do provide localization for theKnowledge Portal for menu options, navigation panel labels, and other UI elements that are handledin the language pack.


Taxonomy

Pega CommunitiesPega Communities provides an ability to your customers, partners, and employees to explore anddiscuss solutions to common questions and issues. Community members can leverage the expertiseof their peers and your business experts to openly collaborate and find answers in a safe, moderatedforum.

Using Pega Customer Service, customer service representatives can view a summary of the mostrecent community posts by a customer, view all of the customer's posts, and open a full discussionthread to see an entire conversation for full context. Customer service representatives can reply to apost which is automatically marked as Best Answer or can mark an existing reply as Best Answer if aparticipating member has already provided the correct answer.

Community site managementYou can create, configure, and publish a community site from the Community page in the KnowledgePortal.

Note: Pega Knowledge supports the creation and deployment of a single community site. A samplesite is provided for reference only.

Published tab

Displays the published community site, and the sample (site provided with the installation),displaying the community title, author name, last updated date, and status. When you select acommunity site, you are directed to the community configuration page. You can update theconfiguration setting and styles and click Publish to publish the changes.

Click Save Draft to save your changes in draft. This helps you to review the site and publish later.

Draft tabDisplays the draft community sites details, and status. When you select a community site, you aredirected to the community configuration page. After updating the configuration settings, clickPublish to publish the community site or click Save Draft to save the community site as a draft.

Navigating a community siteThe community site provides navigation that allows users to explore discussions by category, viewrecent posts and replies, view topics that are trending in the community, and quickly view their own


Pega Communities

posts and replies.

Community members can reply to posts to provide solutions and answers to common questions. Thecreator of a post can mark a reply as Best Answer, allowing other members with the same questionto find that answer. Replies marked as Best Answer are automatically routed to a Pega Knowledgeworkbasket as knowledge content candidates, If approved and promoted to a Pega Knowledgecontent, community best answers can be another source for providing valued content leveraged byboth internal and external users.

Categories

On the Categories tab, you can see the categories that are available in the community site. Select acategory to view relevant questions and solutions. You can also comment, reply, and follow theposts.

RecentIn the Recent tab, you can see the most recent posts and replies.

TrendingIn the Trending tab, you can see the most active posts in the community.

My discussionIn the My discussion tab, you can see the list of the discussions that you started and thediscussions that you follow.

Badges

Pega Communities provides an awards and badging capability to encourage active participationamong members. Members earn badges based on reaching thresholds for number of replies, bestanswers, use of tags, and a variety of other criteria.

In the Badges tab, you can see the badges that you have earned, details about the other badges thatyou can be awarded, and the criteria that are required to earn them.

Start a discussionClick this option to start a discussion and enter your question. For more information aboutstarting a new discussion, see Starting a new discussion.

Recent badgesDisplays the recent badges received by community members.


Pega Communities

FollowMembers can follow the community posts and discussions to track. You can see all the followedposts and discussions in My discussion tab.

Send emails to new replies

Members can now optionally receive email notifications when a post receives a new reply orcomment. The notification option is post-specific and the member can easily opt-out of receivingemail notifications.

Popular tags

Displays the commonly used tags in the community. Click a tag to search for relevant articles ordiscussions.

More like this

Members can now see the community post links and articles based on the tags associated with theexisting community post.

Member name dropdown

Members can edit their profile by selecting the Profile option from the member name dropdown inthe header of the community site. Members can change their community account password byselecting the Change password button, and can edit their user name and any personal orprofessional skills they want to be associated with their community account using the Edit button.

Starting a new discussionMembers can start a new discussion when they are looking for an answer or information that is notalready available in the forum.

1. On the community site, click Start a discussion.

2. Enter the topic title.

3. From the Category list, select a category that you believe best classifies your question or topic.

4. Enter the description of the question or topic. You can apply styles, upload images, and provideshyperlinks to external websites.

5. Enter a tag name or select from the available tags to help other members more effectively search


Pega Communities

for your question or topic. You can specify multiple tags to a topic.

6. To save your changes and make your discussion public, click Post.

Best answers capabilityPega Communities allows a member to mark a reply as the Best Answer for their question or post.Only the owning member of the post or a moderator can mark a reply as Best Answer. Repliesmarked as best answer by a moderator are flagged as Moderator Best Answer, to differentiatethem from a member’s best answer flag.

The Mark as Best Answer option is enabled if you have started a discussion on the communitysite. You can select the Best Answer based on the discussions and replies. When a reply is marked asBest Answer, a copy of the post is placed below the original question, allowing other members toquickly see the Best Answer in the discussion thread.

When a community post or reply is marked as Best Answer,

1. The application automatically creates a draft knowledge article with the post's original questionand the best answer, and route it to the Knowledge Management > Workbaskets >Knowledge Content - Content Candidates.

2. An author can open the content candidate and determine if it qualifies as a published article andclicks Approve to save the draft content. Once approved, the content moves through thestandard Pega Knowledge content approval process prior to publication.

3. Optional: click Actions > Reject Content Candidate to delete the draft content.

Community members who are following a discussion receives a notified via email that a Best Answerhas been provided. The member can click on the provided link to view the discussion and BestAnswer.

Searching in the CommunityCommunity members can search for answers by entering search terms in the search bar located inthe banner image area or the tab area when in discussion view. Pega Communities leverages abeneficial combined search result display, showing both relevant community posts and knowledgearticles. This allows the member to find answers quicker, regardless if they are in the form of a postor a knowledge article.


Pega Communities

Depending on which site the user is in (e.g. Community or knowledge help site), clicking on an articleor post search result will navigate the user to the native site to read the full article or discussion.

User feedback on contentEnd users can rate and provide written feedback about content. This information helps authors toupdate the content for end users helping to ensure content provides value.

When viewing content, the end user can rate an article by clicking on a simple thumbs-up or thumbs-down icon. This rating system is used in articles displayed in Pega Customer Service, knowledge helpsites, a community site, and through a mobile view.


Pega Communities

Community moderationWith community moderation, you can continuously monitor the community site to ensure that it isactive, healthy, and safe forum for customers and business partners. As a moderator, you canbrowse the community sites and see the posts that require proactive action, rather than waiting for amember to report an issue.

Moderation dashboardIn addition to moderation capabilities available directly on the community site, the KMModeratoruser is also provided moderation tools directly in the Knowledge Portal, accessed from theModeration link under the Community navigation panel option.

Log in to the Knowledge Portal as a moderator to view the Moderation dashboard. As shipped, theModerator dashboard provides a view of two community-related charts

l Community activity report by day, week, month, or year, such as new posts, and answered orunanswered posts.

l Best answers accepted and rejected chart gives an insight on number of best answers thatare actually converted to published content and the number of best answers that are rejected

Moderating posts and membersA moderator can open a reported post case and can review the discussions for the case tounderstand the context of the entire thread, such as why the post was made, and whether or not theentire discussion needs to be addressed.

The Pega Knowledge portal provides a moderation tool that is used to monitor reported posts. Toaccess this tool, In the Knowledge portal's left navigation panel, click Community > Moderation.

The Moderation page consists of the Reported posts tab and the Members tab.

Reported postsAs a moderator, you can review reported posts and take various actions on individual posts or theentire discussion threads, or the owning member of the post. The Reported posts tab displays acomplete list of reported posts.


Community moderation

You can search for a reported post by using the post title and post types. In the Reported posts tab,enter the post title and select the post type from the All reported drop down list.

Moderating a postAs a moderator, you can perform various actions on individual posts or on the entire discussionthread.

1. In the Knowledge portal's left navigation panel, select Community > Moderation.

2. In the Reported posts tab, under the post content column, click a post link. A post contentpage displays.

3. From the Actions list, select one of the following reason:l Edit post or a discussion thread

Edit an individual post or entire discussion thread to remove the abusive or inappropriatelanguage.

l Quarantine post or Quarantine discussionHide a post or a discussion thread from the community

l Remove post or Remove discussionDelete the post from the thread or the entire discussion.

l Email memberEmail members regarding actions, or behaviors, or to provide warnings as a proactive stepto keep the community a safe and inviting place for collaboration.

4. To close the reported post, click Resolve.

5. To cancel the changes, click Cancel.

MembersModerators can view user profiles, to review basic member information such as when they joinedthe community, email address, skills, and discussion activity including original posts, past moderatoractions, and replies and comments to other posts.

As a moderator, you can take action on a member, if warranted. Actions include sending an email ordeactivating a member’s account for a configurable period (for example, 1-day, 7-days, 30-days, 60-days, or indefinitely, if necessary). When a member’s account has been deactivated, they can still



access the site, but with read-only access to the discussions (no participation is allowed). Only amoderator can “reactivate” a member’s account.

As a moderator, you can perform the following actions on members in a community:

l Deactivate member accounts (member’s login is revoked), for 1 day, 7 days, 30 days, 60 days, orindefinitely. When a member’s account has been deactivated, the member will receive an emailnotification from the moderator stating the action. Once the deactivation period has been reached,the member’s account will be reactivated and they will receive an email notifying them of thereactivation.

l A moderator can also manually reactivate a deactivated member account.

Deactivation of an accountWhen a member’s account is deactivated for certain period of days, after the deactivation period iscompleted, the system agent, PegaKMPortal runs, and removes the member from deactivationstatus. This agent runs every day at 12 am IST.

To modify the agent rule, follow these steps:

1. Log in to Designer Studio.

2. In the Explorer panel, click Records> SysAdmin > Agent Schedule.

3. In the Key Contains field, enter PegaKMPortal.

4. Click Run.

5. Click the PegaKMPortal account you want to update.

6. In Schedule tab, click Advanced.

7. Edit the required parameters such as Start Time, Time Zone, and Pattern.

8. Click OK.

Mark a best answerAs a moderator, in a community site, if you see the correct and the best answer in a discussion, youcan mark that reply as Moderator Best Answer. The site automatically updates the original post asanswered, and places a copy of the Moderator Best Answer reply immediately below the post so



other interested members can quickly see the answer as well, without having to scroll or searchthrough long discussion threads.

Customer service representatives using Pega Customer Service 7.31 can also view customer postsand discussion threads and also have the ability to mark a Best Answer. CSR Best Answers are alsomarked as Moderator Best Answers in the community site for simplification

Reporting abusive or inappropriate postsYou can allow community members to report a post and submit their comments to the moderators.Pega Communities ships with a few sample reasons that you can edit, or delete, or you can add yourown reasons for reporting a post. When a member selects the Report post option on a post, theyare presented with a modal window where they can select the reason for reporting a post reason andcan optionally enter a note to provide more details about why they are reporting the post.

1. To allow members to post the report posts, select the Allow user to report posts andcomments to moderators check box. After you select this option, users can edit, delete or addreasons for reporting a post.

2. Click Add reason and enter the reasons for reporting a post.



pega knowledge user guide 731

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