Pega Knowledge PRODUCT OVERVIEW 7.31

Transcription

1 Pega Knowledge PRODUCT OVERVIEW 7.31

2 2017 Pegasystems Inc., Cambridge, MA All rights reserved. Trademarks For Pegasystems Inc. trademarks and registered trademarks, all rights reserved. All other trademarks or service marks are property of their respective holders. For information about the third-party software that is delivered with the product, refer to the thirdparty license file on your installation media that is specific to your release. Notices This publication describes and/or represents products and services of Pegasystems Inc. It may contain trade secrets and proprietary information that are protected by various federal, state, and international laws, and distributed under licenses restricting their use, copying, modification, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This publication is current as of the date of publication only. Changes to the publication may be made from time to time at the discretion of Pegasystems Inc. This publication remains the property of Pegasystems Inc. and must be returned to it upon request. This publication does not imply any commitment to offer or deliver the products or services described herein. This publication may include references to Pegasystems Inc. product features that have not been licensed by you or your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems Inc. services consultant. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors, as well as technical inaccuracies. Pegasystems Inc. shall not be liable for technical or editorial errors or omissions contained herein. Pegasystems Inc. may make improvements and/or changes to the publication at any time without notice. Any references in this publication to non-pegasystems websites are provided for convenience only and do not serve as an endorsement of these websites. The materials at these websites are not part of the material for Pegasystems products, and use of those websites is at your own risk. Information concerning non-pegasystems products was obtained from the suppliers of those products, their publications, or other publicly available sources. Address questions about non-pegasystems products to the suppliers of those products. This publication may contain examples used in daily business operations that include the names of people, companies, products, and other third-party publications. Such examples are fictitious and any similarity to the names or other data used by an actual business enterprise or individual is coincidental. This information is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: (617) Fax: (617) Pega Knowledge Document: Product Overview Software Version: 7.31 Updated: November 2017

3 Contents Product overview... 1 High level functionality... 2 Knowledge authoring portal... 2 Content search and display... 4 User feedback and ratings... 5 Pega Knowledge Help Sites... 5 Help Sites configurations... 6 Tiles and classic Help Site layouts... 6 Knowledge Help Site deployment... 6 Pega Communities... 7 Fuzzy search... 9 Search Engine Optimization... 9 REST APIs Reporting and analytics Localization/language packs* Accessibility Deployment options Pega Cloud On-premise deployment Data model Logical Data Relationship Model (Pega Knowledge 7.31) Roles... 14

4 Product overview Curious about Pega s knowledge management application? This document summarizes what is provided with Pega Knowledge: its features and benefits, its knowledge self-service site and communities support, data model, and the various pre-configured roles and portal. Pega Knowledge is an enterprise knowledge management application that is part of Pega s Customer Relationship Management suite of products. It consists of a knowledge portal that provides the tools and capabilities to manage the full life cycle of rich, multimedia knowledge content and the creation and deployment of knowledge self-service and community sites. Pega Knowledge is pre-integrated with Pega Customer Service and related industry solutions, providing simple configuration capabilities to proactively suggest contextual articles with service cases. Pega Knowledge supports organizations that require a knowledge management tool for creating, maintaining, and publishing articles and support for self-service knowledge and community sites. Pega Knowledge helps you address three key tenets driving Customer Service excellence. Drive agent and customer productivity Intelligently guide service interactions and show relevant answers when agents need them. Enhance customer self-service experiences by presenting the information and answers they need to effectively resolve their own issues prior to engaging your more costly contact center resources. Improve answer quality and leverage contact center expertise Directly capture and route feedback to authors to evaluate and refine answers. Tap into traditional knowledge by allowing contact center resources to submit their own article candidates to the knowledge management team. Accelerate time to market Easily author and rapidly publish knowledge, while maintaining a high degree of quality through the application s staged authoring and approval workflow. Quickly configure and deploy knowledge self-service help and community sites for customers and internal employees. Pega Customer Service 7.31 Product Overview 1

5 High level functionality Knowledge authoring portal The authoring portal provides knowledge authors the tools and capabilities required to effectively manage the complete life cycle of content, from initial creation, handling user feedback/updates, defining taxonomy and security, and the archiving of content. Configuration tools are also provided to create, configure, and deploy both self-service knowledge sites (help sites) and community sites. Dashboard Provides key charts and actionable article usage information needed to effectively manage your knowledge base. Authoring, approval, and publishing content. Guided content creation process to intelligently move content through Authoring, Approvals, and Publication stages. Author, Approver, and Publisher roles allow more delineation of knowledge management resources, separating who can approve, and/or publish content. Alternatively, a knowledge management author can be assigned all three roles to immediately author, approve, and publish content. Approve, withdraw, or reject content Add notes when rejecting content so the editing author knows what changes need to be made. Create rich content using a Rich Text Editor (embed images, multimedia, source tagging, hyperlink external links). This editor is WYSIWYG. Multi-language content management Support linking of translated articles to a master language version, with an automated notification when any edits are made to the master article (e.g., requiring similar edits to the translated versions). Content templates Allow authors to create and utilize content templates to foster consistency when creating similar content, such as FAQ s, how-to s, or other articles that require pre-formatting for consistency across authors. Automated duplicate check for new article creation looks for articles with similar titles. Specify a URL as content (e.g., reference an external or internal web page). Preview content as an end user to ensure content is high quality and is visually appealing to the end user. Pega Customer Service 7.31 Product Overview 2

6 Specify content publication and expiration dates Automatically publish and/or archive content on specified dates. Internal only Allows content to be flagged as internal so only employees have visibility to this content. Specify content language Flag content with the language it was written in. Search and display will honor the end user s browser language (related content will be displayed under any available preferred language content). Specify content review dates Set a configurable review date for content, ensuring a continuous QA process. Authors are notified via when an article is ready for its scheduled review. Link content to multiple categories Authors can link content to one or more taxonomy categories supporting flexible content categorization. Authors can print articles providing the same view as a customer service representative. Create articles with both internal and external sections. Authors can mark sentences, paragraphs, or entire sections as internal only. External users will not see these internally marked sections. Reference other articles within an article. Two display options are offered: reference articles within the body of the article and/or reference articles in the Related links and attachments area, outside of the article body. File attachments Attach files to content, allowing end users to view more detailed information and answers. End-user browser file type support required (e.g. Microsoft Office docs, PDF, standard image types, etc.). Tags, file attachments, and web links are all easily managed through a single gadget. Content import/export Supports exporting multi-language content for external translations and importing after the content has been completed. Also aids in importing external content from legacy knowledge management systems. Archive content Retire (archive) content that is no longer relevant. Archived content can be reopened and edited in the same manner as published content. Taxonomy editor Create or edit hierarchical content categories (1-to-multi-level categories). Optionally add category icons that can be displayed on knowledge help sites and communities. Content security Specify Pega access roles to restrict content visibility to certain user groups (organizations, managers, etc.). Roles are defined by category level with child categories honoring inherited roles from parent levels. Pega Customer Service 7.31 Product Overview 3

7 Pulse Collaborate with other knowledge management authors. Content tags Add tags for more precise and quicker searches. Follow content Authors can follow content to enhance collaboration during the content creation process. Workbaskets Instant access to content routed to specific knowledge management workbaskets, such as content suggestions or content requiring editing, approval, or publication. Navigation Panel for quickly accessing common knowledge management tools and reports. Dashboard Provides a snapshot of all content in-progress, configurable charts, knowledge management portal navigation, various work tabs, and Pega Pulse for collaboration with other authors. Work Provides access to author s worklists, workbaskets, and a calendar view. Knowledge Groups the main content search and display page and access to the Help sites configuration tools. Community Create, configure, and publish a community site that fosters customer collaboration to discuss and resolve common questions and issues. Also provides access to the Moderation tools. Taxonomy/security Displays the taxonomy categories and provides create/edit access for both taxonomy categories and security. Reports Provides access to knowledge management reports and the Report Browser to create additional reports and charts. Configurations Access to common knowledge configurations such as article templates, specifying languages you want to support when creating articles, community post report reasons, and a help site linking tools to associated help sites with community sites Recent Displays the most recent content the author has worked on. Following Displays the articles that an author is currently following. Content search and display Suggested content Content can be contextually suggested in service cases using the configuration tools in Pega Customer Service. A configurable control makes it easy to add a search term to proactively display contextual content designed for a specific flow or process. Pega Customer Service 7.31 Product Overview 4

8 The knowledge display assets can be pulled into any Pega application to provide suggested content where agents need it (no wasting valuable time searching for the right content). Content search Quickly and easily search for the content you need by article name (or partial), tags, or other keywords. Fuzzy search compensates for misspelled words in the search string. Top-rated content Provides agents with access to the most popular content by ratings and views, fostering the benefits of knowledge across the enterprise. Share content Share content with customers by forwarding a link to a configured Knowledge Management help site where the article will be displayed, also allowing the customer to browse your knowledge help site or search for other information or answers using a desktop, tablet, or mobile browser. User feedback and ratings The rating system allows users to rate content by selecting a simple thumbs-up or thumbs-down icon. Your knowledge team has direct access to related reports and charts to constantly monitor the overall health and perceived value of your knowledge base. Users also have the ability to send written feedback on content to authors to continuously improve content value and usage. Content suggestions are routed to a Knowledge Content Suggestions workbasket for review and action by a knowledge management author. Privileged Pega Customer Service users can quickly create draft content candidates, allowing the enterprise to harvest more tribal knowledge from their contact center experts. Pega Knowledge Help Sites Pega Knowledge provides built-in capabilities to easily configure and deploy knowledge self-service sites, supporting a mash-up with your existing self-service web pages. Help sites can be quickly configured, styled, and branded using the configuration tools in the authoring portal. The configuration tool automatically generates the HTML needed to quickly integrate the help site with your self-service pages. Both official curated knowledge (articles) and/or community functionality (discussions) can be delivered through this capability. Knowledge management authors can easily create knowledge management help sites that display relevant categories and content for customers. Pega Customer Service 7.31 Product Overview 5

9 Help Sites configurations Authors access the Help Sites configuration tool from the main Knowledge Management portal navigation panel. The configuration tool allows authors to create, configure, and brand knowledge management help sites to match their corporate standards. The configuration tool supports the ability to style key UI elements like article links, category labels, and upload a banner image without requiring access to the Designer Studio. Preview how the help site will look to end users. Highlight featured content, web sites, or even documents (file attachments) using the Featured content gadget. Tiles and classic Help Site layouts The included tiles and classic layouts provide professional-looking knowledge management self-service sites. Breadcrumbs allow intuitive end-user navigation to previous pages or home. Customers can also search for content leveraging the power of Fuzzy search capabilities. The Suggest Content gadget allows customers to submit new content topics that are automatically routed to a knowledge management author s workbasket for consideration. Knowledge Help Site deployment Embed knowledge help sites in existing web portals by using the auto-generated embed code and HTML snippet. Insert a simple HTML snippet into links, buttons, or images to redirect customers to your specified help site. The HTML snippet includes an article ID parameter that displays the article when the customer reaches the help site. Each help site created will generate a unique code to ensure redirects go to the intended site. The Link sites mapping tool accessed via the Configurations navigation option provides an easy way to map your help sites to the corresponding community sites (when configured and published). Pega Customer Service 7.31 Product Overview 6

10 Pega Communities Pega Communities (a component feature set of Pega Knowledge Management) allows your customers, partners, and employees to collaborate and to explore and discuss solutions to common questions and issues. Pega Community members can leverage not only the expertise of their fellow customers and contact center experts, but also have access to your Pega Knowledge articles alongside community discussions, further helping customers help themselves. The community capability comes pre-packaged with functionality that allows customers to follow and participate in conversations (or flag content they don t feel is suitable). Extensive moderator facing functionality enables community owners to properly enforce community standards of behavior. A moderator can edit, quarantine, or remove discussions and lock, ban, or community members involved in an infringement. The Moderator also has workbasket functionality for posts and responses flagged by community members. Pega customers have the ability, if they so wish, to appoint external Moderators from their pool of super-users, who can perform the role without using Pega portals or seats. Community functionality extends from your community web pages back into the Pega Customer Service Interaction Portal. Customer service representatives can see the activity of active community members, when they reach into the Contact Center for assistance, and even respond to a community thread if needed and mark it as a best answer if appropriate. Best answers are routed as knowledge content candidates, allowing your organization to harvest the vast knowledge of the community and after editing and publishing, articles can be shared throughout the enterprise and of course on Pega Knowledge help sites. Communities key features Easy-to-use configuration tools to configure, brand, and publish community sites, promoting collaboration of customers, service reps, or other business partners. Authors can quickly name, style/brand, and specify discussion categories they wish to provide for the user community. Create multiple communities to support lines of business (e.g., consumer vs. business). Utilizes knowledge help site taxonomy categories to leverage relevant articles during searches. Members can opt in or opt out of receiving notifications when a new reply is made on their post. Profanity filtering Community posts are scanned for profanity or other terms deemed inappropriate as defined by the business. Members receive a warning that profanity has been detected prior to posting a question, reply, or comment. The Pega Customer Service 7.31 Product Overview 7

11 member can continue posting with the profanity, but the identified words will be masked using asterisks. Members can also open their posts and edit it to remove the offending words. Members can review discussion threads, post replies/comments, attach files, and post new discussion topics or questions. Members can edit their posts, including the title, main content area, and tags. More like this Lists related articles and community posts that contain the same tag(s) as the post in context. Brings instant visibility to suggested/related content. Specify tags on posts to help garner higher contributor participation (enhanced search results). The discussion thread creator can mark a reply as the Best Answer (or un-mark the reply) to ensure other community users can quickly identify the best reply to a post. Community members can delete a discussion thread if deemed unnecessary. Ability for community members to Follow (and unfollow) discussions. Visibility to popular discussion tags and search by the desired tag (combines resulting matches for both posts and articles). Search facility from Knowledge Management Help Site or Communities returns both relevant articles and discussions. Highlight featured content, websites, or even documents (file attachments) using the Featured content gadget. Community moderation Moderator role and dashboard allowing full moderation of discussion threads, posts, member and account status, and other moderation capabilities. Key moderator actions will include: Review reported posts and edit or delete individual posts or entire discussion threads. Ban a member from a community site (read-only access, no participation allowed). Suspend a member s account for a configurable period (e.g. 1 month, 3 months, etc.). Member has read-only access to the community. Deactivate member accounts (member s login is revoked). Lock a discussion (still visible, but no further actions are allowed by the members). Quarantine discussion threads (entire discussion thread is temporarily hidden from the community during moderator investigation). Pega Customer Service 7.31 Product Overview 8

12 Moderator can members regarding actions taken or behavioral issues. Review member s posts, replies, and comments. Mark a post as Moderator Best Answer. Auto-route best answers to Knowledge Management authors to promote as new knowledge articles. Allow members to report abusive or inappropriate posts (creates a case routed to moderators for appropriate action). Provide Pega Customer Service users visibility to customer s community posts and the ability to reply and/or mark replies as best answer. Allow members to edit their posts. Badges/awards capabilities for contributors. Earn different levels of awards/badges with configurable thresholds. Fuzzy search Fuzzy search capabilities improve relevant search results for misspelled search terms, a common search issue. Fuzzy search automatically compensates for misspelled words, returning likely search results for the corrected search term. The fuzzy query generates all possible matching terms that are within a configurable edit distance (fuzziness) and then checks the term dictionary to find out which of those generated terms actually exist in the index. Customers can browse other knowledge categories and articles or search for other answers. Degree of fuzziness is configurable. Search Engine Optimization Knowledge system administrators can enable search optimization for each help site and community. Enabling or disabling this feature is configured on the General tab of each individual help site or community to provide flexibility with which sites the business considers important for search engines like Google to spider and index. A site map is generated in XML format when enabled for each site. The resulting XML is not meant to be manually edited, and it is up to the customer to submit the sitemap XML to their preferred search vendors. When enabled, sitemaps are configured to be automatically updated on a nightly basis, setting each article with a priority level of.5. Pega Customer Service 7.31 Product Overview 9

13 REST APIs REST APIs are provided with the application (Integration-Services) that a web application can utilize to retrieve Knowledge Content and related information for both articles and community discussions and posts. Knowledge articles Get article by ID Returns the article whose ID is passed as a parameter List articles by category Returns list of all published articles belonging to categories passed as parameter Download article attachments Downloads article attachments Rate article Allows a user to rate an article Community posts Search Get community post by ID Retrieves community discussion thread by using post ID Get community posts by category Retrieves community posts by category Get user community post Retrieves community discussions posted by a user Download article attachments Downloads discussion attachments (same REST API as above) Get articles and posts Returns a list of articles and posts relevant to the search string Reporting and analytics Pega Knowledge includes a variety of standard reports and graphs providing real-time information regarding article usage, ratings, work, assignments, and historical data for analyzing contact center KPIs over time. In Pega Customer Service, there are two distinct report types: dashboard widgets and analytics reports. Localization/language packs* Language packs support localization of applications through use of translated field values for buttons, prompts, and labels. Language packs are available for Pega Knowledge in Italian, French, Japanese, German, Spanish, and Portuguese. Pega also offers a Localization wizard capability to enable customers to localize Pegabased applications, including custom fields and screens quickly and easily, and in any language. Pega Customer Service 7.31 Product Overview 10

14 Pega Knowledge articles must be translated separately. The application s language management capabilities and export/import feature allow articles to be sent out for translation via.csv format and reimported into the application for final edits and publishing. Accessibility Pega Knowledge provides support to enable your applications to comply with requirements required by legislation like the Americans with Disabilities Act. This includes features such as keyboard navigation and the ability to support assistive technologies such as screenreaders. Pega offers the Pega 7 Web Accessibility rule set, which, when included with your applications, generates appropriate markup that is compatible with common screen readers and accessibility devices. Deployment options Pega Cloud Pega Knowledge is available on Pega Cloud as well as on-premise. Pega Cloud provides industry-leading infrastructure, enterprise-grade services, and operational excellence. Realize a faster time-to-value for your Pega investments and take advantage of the complete range of Pega Cloud services, from development and testing sandbox environments to fully managed production environments. You can even migrate applications from the cloud to your data centers as needed. On-premise deployment Pega supports a number of on-premise deployment options, including a number of supported databases, application, and web server options. For details, see Pega Platform Support Guide Version Pega Customer Service 7.31 Product Overview 11

15 Data model Pega Knowledge provides common data objects that support the knowledge data model. The application was designed to be used as is, and it is not expected that customers will need to modify or extend the data model. However, extending the data model is supported, and may be necessary to support additional article attributes that are required if importing legacy content repository articles where these attributes need to be maintained in the Pega Knowledge application. The following table shows the key objects used in the Pega Knowledge application and their respective Data Pages. You can use the Data Explorer in the Pega Express to review all Pega Knowledge Data Types and Data Pages. Object type Featured content Skills Taxonomy Templates Description Featured content can be articles, web links, or file attachments that are made available to users who are visiting the help sites and/or community sites. The Admin for the site can add the featured content through the knowledge portal. A community user (operator) can be associated with skills. Each operator can be associated with more than one skill. A taxonomy allows you to classify or group similar content to better organize your knowledge base and support a more efficient search and display of content. Pega Knowledge supports a multi-level taxonomy category structure that offers flexibility in designing a classification configuration. Content templates provide pre-formatted styles used to create knowledge articles. Every template has a source that can be created by using RTE in the creation stage. The source is then converted into JSON while displaying it to authors in the content creation screen. Pega Customer Service 7.31 Product Overview 12

16 Logical Data Relationship Model (Pega Knowledge 7.31) Pega Customer Service 7.31 Product Overview 13

17 Roles The Pega Knowledge application was designed to accommodate typical quality assurance requirements of knowledge organizations, where multiple levels of content approvals may be required during the content creation process. The use of privileged-based operators supports the stage-based content creation process used in the application. This design allows separation of the authoring, approval, and publication roles. The table below describes the roles provided with the Pega Knowledge application. Roles KMAuthor KMApprover KMPublisher KMSysAdmin KMModerator CSKMSecurityAdmin Description This role can create draft content and submit to the Approval stage. This role can create draft content and approve draft content (Pending Approval) content for the Publication stage. This role can create draft content, approve draft content, publish pending-approval content, and edit taxonomy categories and related security. This role provides the same privileges as KMPublisher, but with Designer Studio access for more advanced configuration or customization needs. This role provides access to moderation tools and capabilities to help monitor and manage community member activity. This role is provided with the Pega Customer Service application and provides access (visibility) to both the Customer Service and Pega Knowledge applications. This allows the user to assign Customer Service-specific access roles to taxonomy categories in the Knowledge Management portal to restrict and control knowledge content access by category. Pega Customer Service 7.31 Product Overview 14