Pega Knowledge. Implementation Guide

Transcription

1 Implementation Guide

2 2018 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 third-party license file on your installation media that is specific to your release. Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld used under license. 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 document is the property of: Pegasystems Inc. One Rogers Street Cambridge, MA USA Phone: Fax: (617) ii

3 Document: Implementation Guide Software version: 7.4 Feedback If you have suggestions or comments for how we can improve our materials, send an to iii

4 Contents Overview... 5 Implementation delivery methodology...5 Initiation stage Prerequisites... 7 application stack... 7 Initiation stage...8 Loading sample data...8 Creating the application task Defining requirements Defining application behavior...10 Defining the user experience (UX) customization...11 Optional: Defining the security model and organization structure...12 Defining reporting requirements...14 Building features...15 Building a new application...15 Optional: Modifying the user experience...18 Taxonomy...18 Creating and managing help sites Community site management Optional: Configuring access groups...27 Configuring reports Testing a new application...28 Testing your application in the Build environment Testing in the Test or Production environments...29 Testing in the UAT environment...29 Packaging a new application...30 Merging application changes Packaging an application for migration Importing the packaged application...30 Multitenancy deployment considerations...31 KM Production...32 Production maintenance and monitoring...32 Application health monitoring Identifying and reporting issues...32

5 Overview Overview is a centralized solution that provides quick, accurate, and consistent answers to customer and customer service representative (CSR) questions. The application provides the tools and configuration capabilities to create rich, multi-media content that can be contextually suggested or searched when and where users need it. also provides the tools to quickly create, configure, and deploy knowledge self-service sites and community sites that allow your customers to collaborate and discuss solutions to common questions and issues. is designed to be used out-of-the-box and does not require further extensions or customization to begin creating or importing content. If your business does require modifications to the application, this document provides implementation guidance similar to other Pega application implementation projects. Implementation delivery methodology Prerequisites application stack Implementation delivery methodology In most cases, use a scrum-based, Agile delivery model for a Pega application implementation. In the rare cases where a waterfall-based implementation methodology is better suited, use Pega s Iterative Waterfall approach. These two implementation methodologies help break down the work into manageable components that you can deliver to production faster. The Pega delivery approach has the following primary stages: Initiation stage Initiation stage In the Initiation stage, the implementation teams build the foundation or baseline of the application and prepare for the work that is necessary to configure the first production release and subsequent extended production releases. Keep in mind that the first production release is the minimal required scope to go live into production. Other capabilities can be added as part of the extended production releases. Building a strong foundation to support expansion and reuse is key to the success of an implementation. The Initiation stage is further organized into the following sub-stages: Plan Align the vision and roadmap to establish the foundation for the implementation. The Plan sub-stage includes the following tasks: Defining the production release milestone Refining scope alignment Set up Validate and review the Pega-provided features and capabilities to see if they meet your requirements and expectations. This sub-stage includes the following tasks: Establishing environments and processes 5

6 Overview Reviewing application feature descriptions (in Designer Studio, click Application > Overview) Reviewing Application Guides for first production release setup information (in Designer Studio, click Resources > Application Guides) Creating the baseline application Loading customer data Demonstrating the baseline application Reviewing artifacts from the solution assessment Reviewing business needs and outcomes Prepare Prepare for the delivery of by completing the following tasks: Confirming resources Enabling team members Establishing governance At the conclusion of the Initiation stage, the scope of the work for the first production release is clearly defined. For Scrum, the scope of the work is represented in an initial backlog. For Iterative Waterfall, a specification list and schedule are prepared and finalized. The is dependent on the methodology selected (Scrum or Iterative Waterfall). During this stage, the delivery team designs, builds, configures, and tests the application by using the selected implementation methodology. The goal is to accomplish the tasks that are described in this document by organizing the Application Feature backlog so that the delivery team can configure the application incrementally with the result being a fully tested and performance-tuned application in production. The is organized into the first production release and the extended production release types. First production release This release includes only the essential features that are defined during the solution proposal stage and are required for the first release into production. The first production release should be implemented in 90 days or less30-90 days to days, depending on the scope of the essential features. This release type includes the following features: Core Pega-provided features Extended features considered essential for your business Key day-one integrations with your systems to get data that you require Extended production release This release includes the non-essential features that are defined during the solution proposal stage. The following features are implemented incrementally after the first production release: Non-essential Pega-provided features Extended features that you have identified as required for your business 6

7 Overview This guide provides information to support both Scrum and Iterative Waterfall implementation methodologies during the first production release and the extended production release. Prerequisites Before you start your implementation, make sure that you understand the following information: Support for various browser versions. Review the Platform Support Guide. Basic functionality of the application. Enroll in Pega Customer Service Foundation on the Pega Academy site. Telephony terminology and architecture. For an overview, watch the Understanding Telephony with Pega Call video on the Pega Call product page. Basic functionality of the Pega platform. Enroll in Pega Platform Fundamentals on the Pega Academy site. Net Promoter capability is part of the application, but its use is optional. Pega Co-Browse,, Pega Marketing, Pega Social, Pega Call, and Pega Chat are optional components that can be implemented at the same time as, or added to the application afterwards. application stack 7

8 Initiation stage Initiation stage During this stage, the implementation teams build out the foundation or baseline of the application and prepare for the work that is necessary to configure the first production release and subsequent extended production releases. For more information, see Implementation delivery methodology. The Initiation stage includes the following tasks: Loading sample data Creating the application task Loading sample data ships with a sample data file that consists of content, categories, and community posts, which helps in expedite implementation testing. The sample content can be deleted or edited based on your knowledge solution. For more information, see Importing sample data in the Installation Guide on the Pega Knowledge. Creating the application task When you run the New Application Wizard for, it creates a set of Pega-provided operators. For security purposes, these operators are disabled. To use the new application, you have to enable appropriate operators. See Enabling operator accounts. 1. Log in by entering the administrator user name with the password that you specified for the Pega Knowledge application that you are implementing. 2. Click Application menu > New Application. 3. In the New Application wizard, click Click Use this application type. 5. Provide information for the following configuration options: a) Clear all of the listed case types. does not provide any case types to be extended in the implementation layer. They are only used for demonstration purposes. b) Clear all of the listed data types. does not provide any case types to be extended in the implementation layer. They are only used for demonstration purposes. c) Select the type of device where your application will primarily be used. All applications are responsive and work on all devices. d) Select a color scheme for your application. e) Enter a name for your application. f) Optional: Specify additional configuration options. For more information, see Advanced settings. 6. Click Create application. Based on the application type and the information that you specify, the system creates an application with the required access groups, and operators. For example, the system clones the access groups that point to the application, clones the roles in that access group, and creates any users that you defined on the Application wizard tab of the Application rule form. 8

9 Initiation stage 7. Log in to your new application after you enable the appropriate operator IDs. Note: All procedures in this guide require that you log in to your new application by entering credentials for that application, unless otherwise noted. The New Application wizard creates the application class structure for you. You can reuse the classes and rulesets that are created by the wizard in future applications that you create. As you implement this application and future applications, you can apply class hierarchy and inheritance principles to help you decide where in the class structure to create your rules to improve the maintainability and overall efficiency of your application. For more information, see Class layers. 9

10 During this stage, the delivery team designs, builds, configures, and tests the application by using the selected implementation methodology. For more information, see Implementation delivery methodology. The includes the following tasks: Defining requirements Building features Testing a new application Packaging a new application Defining requirements To ensure that you stay on target for a successful deployment, use a structured approach for your implementation methodology. You will need to prepare for your implementation and determine key aspects of the design that will affect the behavior of your application. Defining requirements for an implementation includes the following tasks: Reviewing extension requirements Refining customizations and determining the availability of required data and integrations Prioritizing, for example, revising the solution backlog, re-estimating the effort for extensions and customizations, and confirming the project scope Defining your requirements also involves DCO sessions and incorporating those requirements into the application design. During these sessions, you review each of the case types and process flows that the application already provides. Update the Application Specifications with planned changes as described in Specifications. The Implementation Planning Workbook helps you capture decisions as you define your requirements. You can download the Implementation Planning Workbook from the. Defining application behavior Defining the user experience (UX) customization Optional: Defining the security model and organization structure Defining reporting requirements Defining application behavior To configure the functionality that is provided in, complete the following procedures. Defining taxonomy Defining the search behavior Defining languages Defining taxonomy 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. supports a multi-level taxonomy 10

11 category structure that offers flexibility in designing a classification approach to meet your business needs. A taxonomy category is associated with content during the content creation process. Determine the taxonomy categories that match your organizational structure and classify your content. Optional: Determine the access roles to restrict content visibility. Defining the search behavior When you enter a keyword in the search bar, looks for the related strings in the article title, abstract, article body, tags, and within file attachments. also provides Fuzzy search capability for misspelled search strings to enhance the expected search results. For more information, see Configuring fuzzy search. For information on enabling search setting indexing, see Defining the search behavior. Defining languages When creating an article, authors can select additional languages to create related draft articles that are cloned from the published master version. The draft articles are routed to a translations workbasket. Identify the languages you want to add in your application. Identify the content for translation. For more information on how to configure the language, see Configuring languages. Defining the user experience (UX) customization Customizing the user experience to meet the UX standards at your site includes the following procedures. Localization and accessibility are also common user experience requirements. For more information, see the Pega Platform help. Determining the application skin and styles to modify Designing for screen performance Optional: Determining which part of the user interface to modify Determining the application skin and styles to modify You can customize the skinning of the application so that it complies with the branding and styling standards at your site. To record your decisions during this procedure, use the "Skinning" worksheet in the Implementation Planning Workbook. 1. Log in to Designer Studio. 2. Click Designer Studio > User Interface > Skins, interfaces, & templates. 3. On the Skins tab, double-click the skin KMHelpPortalSkin and KMEndUser71 in the PegaAppCA ruleset. The Component styles tab opens. Note: KMHelpPortalSkin is used to update help site and community site skin. KMEndUser71 is used to update Interaction Portal skin. 4. Determine which components require customization and update. For more information on customizing the application skin and styles, see Component styles tab of the Skin rule form. 11

12 Designing for screen performance Determine screen performance requirements for your applications. The following list describes examples of performance requirements. The round-trip time from the server to client must be 1 second or less. The screen-to-screen time must be less than.5/second. To design for these types of requirements, consider the following items. 1. Which business service level agreements exist. For example, the customer details must be available in one second or less while a representative is on the phone with the customer. 2. How long it takes backend systems to gather the data it needs to display customer details. 3. Whether any network configuration could cause latency, for example, representatives logged in through the corporate VPN or in a remote location. Optional: Determining which part of the user interface to modify When users first access the Interaction Portal, they see the HomeDashboard page, which typically contains information about the user, a menu along the left side, and various sections such as My cases and My workbaskets that display information to a customer service representative (CSR).displays key charts and other actionable information, a left navigational panel, recently viewed articles, and following articles. You can customize the user interface and display any data that you have integrated into your application. For more information to modify user interface, see Modifying the user experience. Optional: Defining the security model and organization structure Security planning involves defining authorization and authentication strategies for your application. Authentication Proves to the application that you are who you say you are. Authorization Determines the functions that you can perform in the application. This corresponds to access group and role configuration. Security planning also involves setting up the organization structure and operator attributes. The application provides security in the form of access settings and denial rules. Many integration rules also incorporate authentication. For more information about the additional aspects of security, enroll in the Lead System Architect course on Pega Academy and cover the Security lessons that correspond to the following topics: Authentication schemes Defining your authentication scheme Defining your authorization scheme Defining your organization structure Authentication schemes The Pega Platform offers the following authentication types: PRBasic 12

13 Based on passwords in the Operator ID data instances and the login form. This is defined by the rule, which your application can override. PRSecuredBasic Similar to PRBasic, but passes credentials using Secure Sockets Layer (SSL) using Basic HTTP authentication. The login form is defined by the rule, which your application can override. PRCustom Supports access to an external LDAP directory or a custom authentication scheme. PRExtAssign Supports external assignments (Directed Web Access). J2EEContext Specifies that the application server in which the Pega Platform is deployed uses JAAS to authenticate users. Defining your authentication scheme Your site can use a centralized, automated means of maintaining operator data instead of maintaining it manually in your application. To record your decisions during this procedure, use the "Security Model" worksheet in the Implementation Planning Workbook. 1. Discuss Authentication schemes with your site's security and application server teams. 2. Determine the appropriate authentication type. For more information on authentication scheme planning, see Authentication in Pega Platform. Defining your authorization scheme comes with a predefined set of access groups, roles, and privileges. You can use the application roles as a starting point, but you should create your own application-specific access groups and roles to avoid any future problems when upgrading. Other rule types such as sections, flow actions, and activities use roles and privileges to allow access to these rules at run time. Note: You can review the access groups and roles in Pega Express. Defining your organization structure Use the organization structure for routing and reporting within the application. Typically, the application organization structure does not map operators exactly to the site's organization chart but instead, it maps the work that those operators do. Tip: For design guidance, see Organization landing page. Use the "Organization structure" worksheet in the Implementation Planning Workbook to record your decisions during this procedure. 1. Click Designer Studio > Org & Security > Organization > Organizational Chart. 2. Review the existing structure. 3. Determine the organization, division, and unit levels of the hierarchy. 13

14 Defining reporting requirements Consider your reporting requirements early in the planning process. Before introducing a new report, answer these questions. Does the report already exist? (For detailed information about the application-provided reports, see the Pega Customer Service reports ). Who needs the report? When do they need the report? What is the content of the report? Why do they need the report? Where will it be run? Will it be run in the application, or using another reporting tool and source? With reporting, you should plan your reporting needs ahead of time to give you more flexibility later on. Determining reporting architecture Reviewing existing reports Identifying key metrics Determining reporting architecture Determine which reports you are going to generate from the application, and which you are going to generate using a different reporting tool. To record your decisions during this procedure, use the "Reports" worksheet in the Implementation Planning Workbook. To understand reporting requirements, see Reporting. 1. Review the description of each application-provided report, identify the expected volume of data, and determine how often you expect to run each report. 2. Identify other reporting tools at your site. Reviewing existing reports The application includes numerous reports. Identify the application-provided reports that meet your business needs. For information about existing reports, see reports. To record your decisions during this procedure, use the "Reports" worksheet in the Implementation Planning Workbook. 1. Log in to Designer Studio. 2. Click Launch > Interaction Portal. 3. Click the My Reports link. 4. In the Explorer panel, click Reports. 5. Review each of the reports in the Public categories > Knowledge Management section. 6. Determine who needs the report, what it contains, and when and why it is needed. 14

15 Identifying key metrics Identify key metrics early in the planning process so that you can structure your application to generate the required metrics. To record your decisions during this procedure, use the "Reports" worksheet in the Implementation Planning Workbook. 1. Review the list of existing reports with supervisors and managers, sales managers and sales representatives. 2. Identify any metrics that are already provided by the application. 3. Identify metrics that are not already provided by the application. 4. Determine who needs each report, what it contains, and when and why it is needed. Building features As you build and modify features, update the Application Specifications to reflect the changes. For instructions, see About Application Specifications. To build application features, review the topics in the following sections: Building a new application Optional: Modifying the user experience Taxonomy Creating and managing help sites Community site management Optional: Configuring access groups Configuring reports Building a new application Before you can implement your new implementation, create a new application using the New Application wizard. Building an application includes these steps. Configuring the search behavior Configuring accounts Configuring languages Configuring the help site header bar Configuring Mobile display Configuring the search behavior You must configure to create and maintain the search indexes before the search features are active. To enable search setting indexing, follow these steps: 1. Click Designer Studio > System > Settings > Search. 2. In the Index administration section, select the All work and Index attachments check boxes. 15

16 3. In the Query settings section, in Full text search settings tab, Select the Customize full-text search check box. 4. In the Index administration section, in All work index type row, click Re-Index. 5. Click Submit. For more information about the search capabilities, see the Full-text search. Editing the number of search results Editing the number of search results Optional: You can edit the number of search results that the user sees. Follow these steps to change the number of search results that the user sees. 1. From Designer Studio, open D_KMApplicationSettings. 2. In Data Page: KMApplicationSettings landing page, under Data sources section, click pydefault icon. 3. To increase the search results displayed in the user interface, select the. KMMaxHelpSiteSearchResults and. KMMaxCommunitySearchResults and update the source column value (default is set to 10). 4. Click Save. Configuring accounts provides predefined accounts used to send automatically generated s. You can configure these accounts to send messages based on the actions performed by the users. 1. Log in to Designer Studio. 2. In the Explorer panel, click Records > Integration-Resources > Accounts. 3. In the Key Contains field, enter pegafw-km. 4. Click Run. 5. Select the account name you want to update. PegaFW-KM-Community-Message-Moderator - Configure the moderator account to send messages as a moderator to the community users. PegaFW-KM-Community - Configure the community account for sending notifications after the answer to the question is marked as best answer. PegaFW-KM-Work - Configure the user account to send or share knowledge articles. Note: If you have created your own application, replace the entries that use PegaFW-KM-Work with <Organization>-<ApplicationName>-Work. 6. Complete the account configuration as described in Account form - Completing the Account tab. Configuring languages When authors create an article, they can select additional languages for translation. When they select additional languages, creates a draft articles that are cloned from the master version and flagged with the selected language for translation. Articles can be manually translated from the Knowledge Content - Translations workbasket or exported in.csv file format and sent out to a translation vendor. Translated articles can then be imported back into the application for final editing and publication. 16

17 Follow these steps to configure the languages you want authors to be able to select. 1. Log in to Interaction Portal. 2. Click Configurations> Languages. 3. Select the language name from the list and click Add. Configuring the help site header bar provides a sample header section, KMHeaderSection, allowing you to further brand your help sites and community sites and maintain consistency with your corporate web sites. This section provides placeholders for the company name, Support and Community links for navigation between the help site (Support) and the community site. The header also provides the Log in link and the Sign up button. Once authenticated, the member's user name is displayed on the header bar. The header section has built-in navigation links to help site and community site. If you need to override or delete the header section make sure that you have community sites and help site navigation links configured on your site. In order to configure help site and community sites links on your web site, see Deploying a help site and Deploying a community site. Note: The header section is provided as a sample only. It is expected that during an implementation you display the help site within an existing web self-service application and utilize an existing header. Configuring Mobile display Displaying a help site on a mobile device, such as smart phone, uses circumstancing to support an optimal mobile user experience. Note: Tablets uses the same user interface (UI) as the desktop version. The circumstance condition for mobile devices uses the following properties when evaluating the conditions to determine which UI to render to the end user: KMHelpSiteTemplate pyismobile pxdevicetype These properties are evaluated when a browser request from a help site is detected ( KMTemplateType circumstance template). Note that for mobile devices, the same UI is rendered regardless of which help site layout has been selected. If you extend the help sites (for example, add a new section or a page), it is recommended that you modify the KMHelpPortalSkin and add break points in order to make the UI responsive. If the desired UI can't be achieved just by adding breakpoints to the skin then you may need to edit the custom CSS in the following files. KMCommunityMobileStyles This CSS file contains changes only for the navigation menu for a hand-held device and also media query to modify the UI of categories tiles. KMHelpStylesMobile This contains all other CSS for help sites and community sites specific to mobile. KMHelpStylesMobile has four classes that control the client-side visibility of elements on which they are applied: hand_held Elements are visible when screen size is <=768px. Used for all hand-held devices. 17

18 device_tab Elements are visible until the screen size is >=480px. Used for hiding an element on mobile devices. full_screen_device Elements are visible only on desktop (screen size >768px). device_mobile Elements are shown on the mobile device. Note: When the window size is less than 980px, the search bar is displayed only on the home page. To hide the search bar use hidesearchonresize CSS. Optional: Modifying the user experience There are multiple places where you can change the user interface of the Interaction Portal. Each location that you want to update follows a similar process. Note: As you implement changes to the user interface, make sure that end users test the changes. Do not wait until the end of a project to perform the testing because it costs more to make a change at the end of the release cycle. Modifying other Interaction Portal elements Modifying other Interaction Portal elements You can update the other elements of Interaction portal that may require Designer Studio to reflect the style of your business. The following steps guide you to identify the sections and the fields that you wan to modify. 1. Click the Live UI icon. 2. Select the element that you want to change. When an element is selected, Live UI provides information about that element, such as the sections and harnesses that the element is a part of. 3. Click the Open rule in Designer Studio icon to open that rule in Designer Studio and update it as needed. Taxonomy 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. supports a multi-level taxonomy category structure that offers flexibility in designing a classification approach to meet your business needs. A taxonomy category is associated with content during the content creation process. Prior to creating your taxonomy categories, consider the most logical structure that aligns with how you want to organize and classify your content. Some organizations create taxonomy categories that match their organizational structure. Note: The Uncategorized category is a required taxonomy level shipped with and cannot be edited. It is used for temporary movements of content from one taxonomy category to another. It is also used when a taxonomy category that contains content is deleted from the taxonomy editor. Because all content requires an associated category, when an associated category is deleted, the content is temporarily assigned to the Uncategorized category until it is assigned to another category. Note: Before creating a taxonomy in the authoring portal, identify the categories required for the business. To add a new taxonomy, complete the following steps: Adding a new taxonomy category 18

19 Optional: Defining security Adding a new taxonomy category If you want to create content or start a discussion that meets your content requirements and if the existing categories are not relevant to add the content, then you can add a new category. You can view the sample categories in the taxonomy such as Auto loans, Customer Service, Investment Options, and Retail Banking. Note: If you have imported the sample categories, delete the sample categories if not being used in production. For more information, see Deleting a category. 1. On the left navigation panel, click Taxonomy. 2. On the Taxonomy page, click Add new category. 3. In the Category name field, enter the name of the new category. 4. Optional: To create the new category under the respective parent or top level category, click Change and then select a parent category. If the parent category is not selected, then the new category is created as a parent category. 5. 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. You can apply multiple roles to a category. authors might not have visibility to all access roles and could require a separate operator login. For more information, see Defining security. 6. 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 Kit directory ( SampleCategoryIcons.zip ). Your system administrator can unzip this file onto a shared drive or a location where you can access and upload the desired category icon. 7. To save the new category, click Submit. Editing a category Deleting a category Editing a category You 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 category You can delete unwanted categories from the taxonomy. 1. On the Category page, click the Delete icon for the category to delete. 2. Click Delete. 19

20 Note: After you delete the category, any related content is automatically assigned to the Uncategorized category. KM Authors should check the uncategorized category in the Taxonomy page periodically to review content and assign it to the proper category. Optional: Defining security Content visibility can be restricted at the taxonomy category level, allowing only privileged users access to the restricted content using search, suggested content, or the top-rated articles sections of the portal. uses Pega access roles to restrict content visibility. Assigning access roles in Pega requires visibility to that application using an operator that has privileges for the system administrator role and access to the portal. It is a best practice to modify one of your Pega application's System Administrator operator's access group or create a new operator to include the KMPortal portal and PegaCA:Publisher role. The operator's application rule should also include the PegaKMPortal:07-31 ruleset that is placed above any Pega- rulesets. This operator then has access to both your application and, allowing the visibility and assignment of your application's access roles to the taxonomy categories through the Taxonomy editor. Note: As a Security administrator (Pointing to CPMKMSecurityAdmin access group), you can define the security for Pega Customer Service access roles. Assigning security restrictions is hierarchical, meaning that if a higher level taxonomy category has assigned (one-to-many) access roles, then all its related child categories inherit those roles. Any content assigned to these child taxonomy categories requires that the end user have at least one of the assigned access roles to enable visibility. If an access role is assigned at a lower (child) level in a taxonomy category hierarchy, with no other access roles assigned above the child, then only content at the level where the access role is assigned would require the user to have that access role. Content linked to taxonomy categories above the child with the access role would not have any visibility restrictions, assuming that no access roles are assigned at the higher levels in that category hierarchy. Creating and managing help sites provides configuration tools and capabilities to quickly and easily create, brand, and deploy knowledge help sites. Using help sites, customers can browse and search for information and answers to common questions. You can create and maintain multiple help sites to support different lines of business with the corresponding content categories or content. Help sites can also be used as an internal or employeefacing knowledge portal. You can embed help sites in an existing web self-service application or another web application. To create, publish, and deploy a help site, complete the following procedures: Creating a help site Publishing a help site Deploying a help site Optional: Configuring Self-Service Help site URLs Creating a help site The Knowledge portal lets you create a help site that provides a forum for your customers to explore articles and discuss solutions to common questions. You can create and configure a help site by specifying a name, welcome message, selecting categories, and selecting layout template and styles. To create a help site, perform the following steps: 20

21 1. In portal, go to the left navigation panel, expand Knowledge and click Help sites. 2. Click New site. 3. On the General tab, to change the layout of the help site, configure the following: a. Enter the help site name in the Name field. b. Optional: To hide the help site name on the help site, select the Do not display check box. c. Select the desired help site layout from the Template list. d. In the Welcome message field, enter the welcome message to display on the help site. e. Optional: To hide the welcome message on the help site, select the Do not display check box. f. To enable the external search engine optimization for the help site, select the Optimize for external search check box. g. To enable access roles based content visibility settings on the help site, select the Check the category access roles for this site check box. For more information on adding category access roles based visibility settings, see Adding a new taxonomy category. h. To add the content categories to the help site, click Add category. Select the category that you want to display on the help site. Note: Your help sites must be registered with your preferred search engines. For example, to register your sites with Google, navigate to the Google Search console and follow the registration instructions. 4. On the Gadgets tab, to allow your customer to suggest topics on the help site, configure the following: a. To display the list of top rated content that you want to highlight in your help site, select the Top rated content check box. b. To display the list of recently published articles that you want to highlight in your help site, select the Recently published check box. c. To display articles, links, or file attachments that you want to highlight in your help site, select the Featured content gadget check box. d. Select the Suggest content gadget check box. In the Knowledge portal, the feedback submitted using the Suggest content gadget on the help site is automatically routed to the Knowledge Content Customer Suggestions workbasket. e. To add categories and sub-categories to display on the help site, click the Add category icon and then select the category or sub-category from the list. Note: You should create taxonomy categories and related content prior to configuring a help site. Categories or sub-categories that are not selected are not displayed on the help site. A category without any linked and published articles are not displayed in the help sites. For more information on creating a category, see Adding a new taxonomy category. a. To save the changes, click Save Draft. 5. On the Style tab, to change the default style settings, configure the following: a. To select the Help site banner image, click Upload file, and select the image. The suggested image size is 1100 x 290 pixels in.jpg,.png, or.gif format. b. To select the font color and font size (in pixels) for the Welcome text, Category titles, Links, and Breadcrumb trail, use the respective color picker and enter the font size in pixels. c. To select the color for the Page background, Side panel background and Title border, use the respective color picker. d. To display category images on the help site, select the Display category images check box. 21

22 Note: For all color fields, you can manually enter a hexadecimal (hex) color code. For example, #FFFFFF for white color. a. To select the color for the 'Suggest article' button, and 'Suggest article' icon color, use the respective color picker. b. To save the changes, click Save Draft. c. Optional: To preview the help site, click Preview. Publishing a help site After making changes to the help site, you can publish the help site. Publishing a help site lets you preview the help site as an end user would see it. To publish a help site, perform the following steps: 1. In the left navigation panel, expand Knowledge and click Help sites. 2. On the Draft tab, click on the help site that you want to publish. 3. Click Publish. You can still make changes to the site, but the site should be published again. After you publish the help site, an Embed site button appears on the General tab. This can be used to configure the help site to allow anonymous access to the help site. Deploying a help site You can deploy your help site to your web self-service portal or other web applications. automatically generates the required JavaScript and HTML snippets. To deploy a help site, follow these steps : 1. Log in to Interaction Portal. 2. Click Knowledge > Help sites. 3. Select the help site link you want to publish and click Publish. 4. Click Embed site to generate the JavaScript and HTML snippets. 5. Follow the instructions provided in the JavaScript code and embed the snippet in the desired placeholder. a. You can insert the JavaScript code into a.js file on the web server that is serving your targeted selfservice web site or other web application. This allows the referencing HTML code visibility when being called. Alternatively, you can embed the JavaScript code directly into the source code of the targeted self-service web pages. b. Insert the HTML code where you want the help site to be called or redirected, such as a button, link, or image. To pass a specific articleid to display upon reaching the help site, insert the related "KC-" article number in the HTML code as the articleid parameter. This is passed with the calling URL and allows the help site to display this specific article once the user reaches the redirected help site. 6. To test your code, open the web page that contains the code, and click the UI element (button, link, or image) that contains the JavaScript and HTML snippet. You are directed to your help site. Configuring access to the help site Launching the help site 22

23 Configuring access to the help site To configure and provide help site access for external users, follow these steps: 1. In the Explorer panel, click App. 2. Open PegaFW-KM-Admin-ApplicationSetting class. 3. Click Data Model > Data Transform > pydefault. 4. Update the.kmprefhelpsitename source column with Organization-helpsite, for example, Uplusbank. 5. Click Save to save and update the data transform sources. Launching the help site The following steps describes the process to launch the deployed help site: To launching the help site, identify the details such as host name, IP address, and port details. To launch a particular help site, add the host name, IP address, and port details along with the given help site name to this URL pattern- hostname>:<port> /prweb/prservletcustom/< helpsitename >. Another way of launching a help site is by accessing the activity KMDisplayHelpPortal. The KMDisplayHelpPortal activity considers parameters like help site name, status, community site name. This activity can also be used to open a particular article in a given help site or a post in a given community. Optional: Configuring Self-Service Help site URLs supports the creation of knowledge help sites that allow you to quickly configure, brand, and deploy self-service portals for your customers or other end users. Follow these steps to configure the system URL: 1. Log in to Designer Studio. 2. Click Designer Studio > System > Settings > URLs. 3. In the Public Link URL text field enter the application URL with the IP address and port details. 4. Click Save. After configuring the system URL, change the Requestor type to allow anonymous login. There are two options in order to change the Requestor type: Option 1: Using the installed system defaults and resulting Option 2: Changing the Help site URL to utilize your company's domain name Option 1: Using the installed system defaults and resulting Using the default URL pattern (URL that consists of / PRServletCustom as the URL Pattern). 1. Change the existing Requestor Type (both PRPC and Pega) to ExternalKMAG. 2. Optional: Adding a new Requestor Type. Note: In case of multiple Pega System rules in the same server, then create a new Requestor type. 3. Requestor types are the entry sockets to a particular request. If you choose new requestor type, it is mandatory to add four requestor types: APP, BROWSER, BATCH and PORTAL requestor types. 4. Requestor types takes Access Group as input and ExternalKMAG is an out of the box access group which is provided for the help site configuration. 23

24 5. If new Requestors are added, then create and configure new system rule in the PRConfig.xml file. The configuration syntax of which would be <env name="identification/systemname" value="yoursystemname" /> Option 2: Changing the Help site URL to utilize your company's domain name provides a secure method for redirecting users to your Help sites and provides the ability to support the use of your company's domain name and secure user redirects by using this URL: In addition to the configurations made in Option 1, you will need to configure a new servlet in the web.xml file to change PRServletCustom in the URL and add the AuthService configuration in the new servlet config. Community site management Pega Communities provides an ability to your customers, partners, and employees to explore and discuss solutions to common questions and issues. Community members can leverage the expertise of their peers and your business experts to openly collaborate and find answers in a safe, moderated forum. You can create, configure, and publish a community site from the Community page in the Knowledge Portal. To create, publish, and deploy a community site, complete the following procedures: Creating a community site Member sign up in the community site Deploying a community site Mapping a community site with a help site Enabling automatic content tags Creating a community site The Knowledge portal lets you create a community site that provides a forum for your customers, partners, and employees to explore and discuss solutions to common questions and issues. As a system administrator, you can create and configure a community site by adding a name, discussion categories, and selecting layout template and styles. To create a community site, perform the following steps: 1. In the left navigation panel, expand Community and click Community site. 2. Click New community. 3. On the General tab, configure the layout of the community site. a. Enter the community site name in the Name field. b. Optional: To hide the community site name on the community site, select the Do not display check box. c. Select the desired community site layout from the Template list. d. In the Welcome message field, enter the welcome message to display on the community site. e. Optional: To hide the welcome message on the community site, select the Do not display check box. f. To enable the external search engine optimization for the community site, select the Optimize for external search check box. 24