Pega Knowledge. User Guide 7.4

Transcription

1 Pega Knowledge User Guide 7.4

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. 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) Document: ii

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

4 Contents Contents Introduction...6 Key features... 6 Access groups...7 About the Knowledge portal... 8 Customize the dashboard... 8 Search content in the Knowledge portal... 9 Import and export content...9 Import content... 9 Exporting content Content templates...11 Creating a template...11 Deleting a template...11 Content management life cycle Taxonomy Adding a new taxonomy category Defining security Creating content...14 Creating draft content in the Pega Customer Service interaction portal Editing content Adding Image settings Adding videos...17 Marking article text as internal Adding references to other articles Archiving content Clone content Publishing content Approving draft content...18 Publishing approved content Rejecting content Printing an article Multi-language management Enabling automatic content tags...20 Pega Troubleshooters...22 Creating a troubleshooter Creating and adding questions to a troubleshooter...22 Creating a troubleshooter article Deleting a question Deleting a troubleshooter Pega Communities...25 iv

5 Contents Community site management Navigating a community site Starting a new discussion...26 Best answers capability Searching in the Community User feedback on content...27 Community moderation...29 Moderating posts and members...29 Reported posts...29 moderating a post View user profile...30 Deactivating an account Mark a best answer Reporting abusive or inappropriate posts...31 v

6 Introduction Introduction Pega Knowledge is a centralized solution that helps provide quick, accurate, and consistent answers to customer questions. Using knowledge articles and community discussions, customers and CSRs can find answers to questions, which your company can manage centrally. You no longer have to rely on institutional knowledge that can leave whenever an employee does or be stuck delivering inconsistent answers depending on channel, time, or location. Pega Knowledge solves these problems and provides you with all of the following features: Deliver answers quickly Provide answers to customers quickly, whether a customer is searching for answers on their own or a customer service representative (CSR) is helping a customer find an answer through a knowledge repository or a customer community. Improve answer consistency & quality Ensure that answers provided to customers are accurate and consistent regardless of channel. Increase customer engagement Give your customers a chance to add recommendations and become advocates for your company. Centralize Information Reduce time spent handling multiple edits and searching for answers with combined information in a centralized location. Set up the solution quickly Using out-of-the-box tools Pega Knowledge is easy to set up to get your knowledge and communities solutions to market quickly. Key features Access groups About the Knowledge portal Key features Author and rapidly publish knowledge content Manage the content life cycle from a single portal Provide authors with the tools and privileges to create, update, and publish rich content Capture and route feedback to authors to evaluate and refine answers Deliver the right content at the right time to agents and customers Provide access across multiple channels Guide content approval and publishing flows to ensure quality content Use flexible taxonomy categories to logically classify and group content Visibility into how often content is viewed and rated Control content visibility using flexible security features Create troubleshooters that help end users diagnose common product or service issues Provide authors with configuration tools to quickly configure, brand, and deploy Help sites Embed Pega Knowledge Help sites in existing self-service portal buttons, links, and images 6

7 Introduction Schedule periodic content reviews to ensure content freshness Multi-Language capability simplifies the management of multi-language content Import and export articles to support article translations and migration of legacy systems articles to Pega Knowledge. Improve relevant search results by using fuzzy search to compensate for misspelled search items Provide an intuitive mobile navigation and user experience Maintain preformatted article template styles for consistent content formatting Supports community sites for customer and agent collaboration. Achieve higher visibility to your articles and community posts on popular search engines using Search Engine Optimization. Access groups When Pega Knowledge is installed, it contains the following pre-configured access groups. Access group Capabilities KMAuthor Configured with primary authoring role Creates draft content, and submits to Approval stage KMApprover Configured with Primary authoring role Creates and approves content for the Publication stage KMPublisher Configured with Primary authoring role Creates, approves, and publishes content KMSysAdmin Configured with complete access to the application along with Designer Studio ExternalKMUser Configured for external users to access help sites and community site in read only mode. KMModerator Community moderation tool access and related privileges KMCommunityUserAG Configured for external users to access community sites where users can add and edit comments and posts. This access role can be assigned to the registered community members. Each access group is assigned a different level of privilege that controls the editing, approval, and publishing capabilities within the content authoring stages: Creation/Draft Approval Publication Pega Knowledge is designed to accommodate quality assurance requirements of knowledge management organizations, where multiple levels of content approvals may be required during the content creation process. The use of privileged access groups supports the stage-based content creation process provided by the application, allowing separation of the authoring, approval, and publication roles. Some organizations may not require this degree of role separation for content creation and the overall life cycle management, for example, handling content improvements and archiving. For those organizations, 7

8 Pega Knowledge supports a straight-through processing option for creating, approving, and publishing content by using the KMPublisher or KMSysAdmin access groups. This allows creating and publishing content, without requiring separate approval or publication from other access groups. About the Knowledge portal From the Knowledge portal, you can create, approve, publish, edit, and archive content. The portal also provides the tools necessary to effectively manage the full life cycle of content, ensuring that your knowledge content remains fresh, relevant, and useful to your end users and customers. You can customize the dashboard to achieve a personalized view by selecting the widgets related to Pega Knowledge. Custom charts or other views can also be created and defined as widgets for additional personalization for your knowledge team. Knowledge portal provides a guided authoring, approval, and publishing flow to manage the progression of content through a staged, approval process. With the Taxonomy editor, you can define a single or multiple category levels for the classification and grouping of content. This helps knowledge authors manage how similar articles are grouped within the application, providing more efficient searches and the suggestion of contextual content. As an administrator or a publisher, you can create and edit the taxonomy and content security settings. You can define content visibility restrictions using the taxonomy editor by defining Pega access roles for specific taxonomy category levels. Content can also be exposed to non-pega web applications by embedding the Pega Knowledge Help site embed code (also known as Javascript snippet ) in your existing self-service portals or other web applications. Pega Knowledge also provides a set of REST API's that support integration with your existing web sites to search and display taxonomy categories and related articles, and to receive article ratings from your customers. Customize the dashboard Customize the dashboard The Dashboard displays key charts and other actionable information about content that is used to manage the Knowledge portal. A dashboard can include charts, reports, worklists, and other widgets. Editing the dashboard Editing the dashboard Configure your dashboard to personalize the workspace in your application. Dashboards are supported by a standard template, selected widgets, and optional configuration details that you provide. 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. Each template 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. 4. (This should be corrected as per the style in DITA) The Pega Knowledge widgets are under the Knowledge portal category. This category identifies the widgets related to Pega Knowledge capability. 5. Click Add selected. 6. Click Publish to publish your personalized dashboard. For more information about dashboard customization, see Personalizing your dashboard.

9 Search content in the Knowledge portal Search content in the Knowledge portal The Content page displays all content in the application. You can search for content and filter results by category and content status. The All content tab displays articles created by all authors. The My content tab displays content created by the current user. The Import content tab displays the status of imported content. You can search content using the following options: Search content title Enter the content title in the Search content title text field and press Enter. The search results display related content. All statuses From the All statuses list, select the desired content status. The search results display related content. For example, to see archived content, select the Resolved-Archived option. All content types From the All content types list, select the relevant content type such as URL, authored, and troubleshooter. The search results display related content. Filter by category Click the Filter by category link, and select the relevant category. The search results display related content. Note: You can create new content from the Content page by clicking the New content button. For more information, see Creating content. Authors can also search for content directly from the portal search bar in the Knowledge Portal header, 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 types such as Content Candidates, Feedback, and published content. Import and export content Import and export content Content import and export features let you migrate content from a legacy content system or other sources such as a translation services vendor. Import content Exporting content Import content As an author, you can import the content using a.csv file. Map the columns to the Pega Knowledge content structure. If there are columns that do not match the existing data structure, you may need to extend the data model and user interface to match. When you import the content, Pega Knowledge assigns content IDs according to these rules: If the content ID is not mentioned in the.csv file, a new content ID is created. If the content ID is mentioned in the.csv file, the new content replaces the existing content. 9

10 Note: If any errors occur while importing the.csv file, error messages describing the failure are displayed on the resulting import page. Exporting content As 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 box next 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 shared directory.

11 Content templates Content templates Content templates provide pre-formatted styles used to create knowledge articles. Content templates can be used by organizations that need to foster consistency in certain content types, like Frequently Asked Questions (FAQs), or how-to documents, or other content that requires formatting for consistent quality and clarity. The creation and maintenance of content templates are restricted to administrator and publishers, 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-formatted template from Microsoft Word, for example. Microsoft Word formats may require further editing in the Rich Text Editor(RTE) using the source option. The templates landing page shows published and draft templates. Published templates are available to you and other authors whenever you create content. Draft templates are in edit mode and are not available to other authors until after they have been published. Creating a template Deleting a template Creating a template 1. 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 all authors for selection. Deleting a template You can delete an existing template if it is not required. Deleting a template does not affect content to which you have already applied a template style. To delete a template, perform the following steps: 1. In the left navigation panel, expand Knowledge and click Templates. 2. Click the Delete icon. 11

12 Content management life cycle Content management life cycle Pega Knowledge provides you with a guided content authoring and approval flow. This allows content to be created in a staged process that allows the separation of content approvals and publication. This approach is designed to support a more distinct quality assured content development methodology. You can configure the Publisher and Admin operators with privileges to create, approve, and publish content, thereby supporting a straight-through creation process by a single author. This approach can be used when a single or smaller group of knowledge authors requires a more streamlined process for 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) and progression of content status based on individual stages. Taxonomy Creating content Creating draft content in the Pega Customer Service interaction portal Editing content Publishing content Rejecting content Printing an article Multi-language management Enabling automatic content tags Taxonomy A taxonomy allows you to classify or group similar content to organize your knowledge base and support a more efficient search and display of content. Pega Knowledge supports a multi-level taxonomy category structure to meet your business needs. You can assign a taxonomy category when you create content. The application also supports the linking of multiple taxonomy categories to content. 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 included with Pega Knowledge and cannot be edited. It is used for temporary movements of content from one taxonomy category to another. It is also used when you delete a taxonomy category that is in use. Because all content requires an associated category, any content assigned to a category you delete is temporarily assigned to the Uncategorized category until you assign it to another category. Adding a new taxonomy category Defining security Adding a new taxonomy category Note: Before creating a taxonomy in the authoring portal, identify the categories required for the business. 12

13 Content management life cycle 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. 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, 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. 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. You can apply multiple roles to a category. Pega Knowledge authors might not have visibility to all access roles and could require a separate operator login. For more information, see Defining security. 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 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. 6. To save the new category, click Submit. Note: After you delete the category, any related content is automatically assigned to the Uncategorized category. Authors should check the uncategorized category in the Taxonomy page periodically to review content and assign it to the proper category. 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. Note: After you delete the category, any related content is automatically assigned to the Uncategorized category. Pega Knowledge authors should check the uncategorized category in the Taxonomy page periodically to review content and assign it to the proper category. 13

14 Defining security Content management life cycle 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. 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 Pega Knowledge 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. The operator's application rule should also include the PegaKMPortal:07-40 ruleset that is placed above any Pega- rulesets. This operator then has access to both your application and Pega Knowledge, allowing the visibility and assignment of your application's access roles to the taxonomy categories through the Taxonomy editor. Note: Pega Knowledge provides the CSKMSecurityAdmin access group for assigning security for Pega Customer Service access roles. Pega Customer Service managers with the CAManager access group have full visibility to all Pega Knowledge content, and by design are not restricted by the category security defined in the taxonomy editor. Articles that are linked to service cases by a manager will also be visible to Customer Service CSRs, regardless of the category security restriction. This enables the Pega Customer Service manager complete control on the content their CSRs must view when assisting customers. This is the only exception to the category security access role model. Example: A Pega Customer Service search for an article that is restricted by access role at the taxonomy level will not be displayed in the search results if the CSR does not possess the required access role for that article's category. 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 content As an author, you can create content by defining key attributes such as content title, abstract, and publication date. The status of the content is assigned as New-Draft and remains in this status until the author clicks Submit to route the content to the Approval stage. After submitting the content for approval, 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. Note: When you tab out of the article title, the application automatically verify the duplicates, searching for any content with the same or similar title. All content with the same or similar title is displayed. 3. If you find an existing article, click Resolve as duplicate or to create a new content, click continue. 4. Enter a brief abstract that describes your content. This is visible to users when they point to the content title. 5. Select the taxonomy category to which the content belongs. You can select multiple categories for the same content. 6. You can add text using any one of the following methods: 14

15 Content management life cycle 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 > Content type > 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-user experience. Using the Preview feature, you can view content as an end user would see it in your application. 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, select the 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 be translated 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 export to a CSV file that can be sent to a vendor for translation. For more information on language management, see Multi-language management. Note: Actual content translation is not supported by Pega Knowledge. 10. Update the Schedule settings: Publish on Enter or select the desired date and time for this content to be made available to end users. The default setting will automatically make the content available to end users upon publication, assuming content is being published in a production system. Expire on - Enter or select the desired date and time when you want this article to be automatically archived and no longer available to end users. 11. Optional: Select Schedule review in to set up an automatic content review notification in the specified time period (for example 6, 12, or 18 months). Upon reaching the review date, a notification is automatically ed to each author in the system with a valid address. This functionality assumes the related Pega Knowledge account has been configured and is active. 12. Select the desired display settings: For internal use (employees only) select this option to make this content visible only to employees and not to external customers. Note: Other Pega Knowledge security restrictions, if specified in the associated Taxonomy category, are also applied to employees. Show version number on content - select the check box to show the version number on the content page viewed by end users. 13. You can add tags, attachments, and links to the content. These details are useful for referring to other 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 moves to the Approval stage and the content status changes to Pending-Approval. Creating draft content in the Pega Customer Service interaction portal In Pega Customer Service interaction portal, customer service representatives and managers can create a draft article to submit to the Pega Knowledge authoring team for editing and publishing. 15

16 Content management life cycle In Pega Customer Service Interaction portal, customer service representatives can submit their draft article text or an article idea using the simplified article submission window. It is not required to enter an article title, abstract, or category, and can quickly enter the text and submit. 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 and Content fields. For more information, see Creating content. 3. Click Submit. The draft article or idea is routed to the Knowledge Content - Content Candidates (KCC) workbasket in the Knowledge portal. Editing content Publishers can make changes to an existing or published content. When you are editing published content, 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 content with 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 archived with the Resolved- Archived status. Adding Image settings Adding videos Marking article text as internal Adding references to other articles Archiving content Clone content Adding Image settings You 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 Image 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 the image. 4. Optional: You can define a border of the width you specify in pixels, add or subtract horizontal space (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 (for example, My_Sample_Graphic.jpg). 16

17 Content management life cycle Note: Content with images that are viewed in a self-service or non-pega web application should use an absolute URL for the images; do not upload the image. This is done so that non-pega web application can render the image in the content. Organizations that plan to support extensive multimedia or image-intensive content should consider maintaining a separate server as a repository for images and multimedia files and then use the external URL approach to reference the images and multimedia files. Adding videos You 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 in the 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 the video. 4. To adjust the size of the video display, clicking Source and edit the tag. Note: Google Chrome browser may generate an error when you publish an article with the YouTube Embed code for security reasons. However, refreshing the Google Chrome browser shows that the video was successfully published. Marking article text as internal Pega 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 that provides 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: 1. In the left navigation panel, expand Knowledge and click Content. 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 articles You can insert references to other Pega Knowledge articles within the body of an article, and you can also add a reference to another Pega Knowledge article. These references can be accessed on the help site within the body of the article and in the Related links area of the current article. Customer service representatives or Pega Knowledge help site users can open the related articles in a separate browser window to view the articles that are added as references. To insert references to other Pega Knowledge articles, perform the following steps: 1. In the left navigation panel, expand Knowledge and click Content. 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 window appears. 17

18 Content management life cycle 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 the page, 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 the same 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 the article. Archiving content As a publisher, You can archive published content that is no longer required for your customers. After you archive the content, the content search results do not display the archived content. To archive 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 archive. 3. From the Actions menu, click Archive content. The content status changes to Resolved-Archived. Clone content The clone content capability creates a copy of an existing content. Clone content helps you to reuse the existing content, and then modify as needed. The cloned content appears with a New-Draft status. To clone content, perform the following steps: 1. In the left navigation panel, expand Knowledge and click Content. 2. Click the content that you want to clone. 3. From the Actions menu, click Clone content. The content status appears as New-Draft. Publishing content Publishing content provides an opportunity to publish approved content and make it available to end users. Approving draft content Publishing approved content Approving draft content The approval stage provides an opportunity to review and edit the content and the ability to reject content and add notes on describing required for improvements. The approver can route the content back to the original author or to a shared workbasket used for draft content named Knowledge Content Drafts. This action also moves the content back into the Creation or Draft stage with a Pending-DraftRejected status. 18

19 Content management life cycle After the author corrects the content issues, clicking Submit returns the content to the Approval stage with a Pending-Approval status. Once the content is in an acceptable format, the approver clicks 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 Pega Knowledge portal, click Work > Workbaskets. 2. From the Select a workbasket list, select Knowledge Content Approvals. The content statuses 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 content After you approve the content in the Approval stage, it is ready for final review prior to publishing for end users. Publishers also have the ability to continue editing content or rejecting content, or to route it 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 content status to Resolved-Published. The content remains in the Publication stage until it is archived by an approver or publisher. The content will be indexed by the Pega search engine and will be available to end users generally within few minutes. Content configured with a Publish on date will be automatically published upon reaching that date and time. Note: Only operators with the Publisher role can publish content. 1. In the Pega Knowledge portal, click Workbaskets. 2. From the Pick a workbasket list, select Knowledge Content Publish. All articles with a content 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 content As an Approver or Publisher, you can reject content if the content is not appropriate or if the content requires changes. The content status automatically changes to Pending-DraftRejected and the content stage is set to Creation/Draft. You can reject the content and assign it to the original author or route it to the Knowledge Content - Drafts workbasket for another author to pick up. To reject content, perform the following steps: 1. In the Pega Knowledge portal, click Workbaskets. 2. From the Pick a workbasket list, select Knowledge Content Publish. All articles with a content status of Pending-publish are shown. 3. Select the content you want to edit. You can validate the content and edit if necessary. You can reject the content and assign it to the original author or route it to the Knowledge Content - Drafts workbasket for another author to pick up. 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 author opens the rejected content to edit, the Rejection note displays at the top of the screen for easy reference. Authors can also withdraw content while in edit mode. Click Actions > Withdraw Content to withdraw content that is not required. 19

20 Content management life cycle Printing an article Using the Pega Knowledge portal, you can print an article to review in a hard copy format. This feature lets you print the article and images. To print an article, perform the following steps: 1. In the left navigation panel, expand Knowledge and click Content. 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 management Using multi-language management capabilities, authors can create and manage articles with linked translated versions. Note: Language management does not translate articles. Language management lets you export the article and send it to an external translation vendor, and then import it back into the Pega Knowledge 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 Knowledge Content Translations workbasket where the author can either edit the articles or select the articles to export. Upon export, Pega Knowledge creates a.csv file with the main article attributes mapped to columns (for example, title, abstract, language flag, content body, and tags). You can then send this exported article for translation. Any subsequent edits to the published master language articles automatically creates drafts of the linked, translated versions and routes them to the Knowledge Content Translations workbasket for edits or external translations. This simplifies the operational aspects of managing multiple linked translated versions for authors. After the translations have been completed, the updated.csv file can be imported back into the application for final review, editing, QA, and publication. Each article has a language flag that helps the translation vendor to know the appropriate language for each article. Pega Language packs do not translate Pega Knowledge articles, but do provide localization for the Knowledge Portal for menu options, navigation panel labels, and other UI elements that are handled in the language pack. Enabling automatic content tags Pega Knowledge administrator or site managers can enable auto-tagging for articles leveraging Pega s Artificial Intelligence (AI)-based text analyzer to scan the article title, abstract, and content body to identify relevant topics and suggest related tags. Follow these steps to enable automatic content tags for articles: 1. In the left navigation panel, click Configurations > Auto tagging. 2. Select the Enable auto-tagging for articles 3. Select the number of automatic content tags to be created from the Limit tag suggestions to dropdown list. By default, the limit is set to 3. 20

21 Content management life cycle 4. Click Save. 21

22 Pega Troubleshooters Pega Troubleshooters Pega Knowledge Troubleshooters provides dynamic diagnostics capabilities to help diagnose common product or service issues. Authors can create multiple troubleshooters and related questions and actions that are designed to guide your customer or customer service representative through a series of diagnostic steps. Customers can access troubleshooter articles using help sites and web self service portals. Customer service representatives can access troubleshooter articles from Pega Customer Service Interaction portal. You can add multiple types of questions based on the type of question and expected responses from end users. Troubleshooter questions can also launch other troubleshooters to support complex diagnostic scenarios. Follow these steps to create troubleshooter articles: Creating a troubleshooter Creating and adding questions to a troubleshooter Creating a troubleshooter article Deleting a question Deleting a troubleshooter Creating a troubleshooter You can create a troubleshooter to present one or more questions to a user. You should organize your questions to guide the user through the appropriate diagnostic steps. 1. From the left navigation panel, click Knowledge > Troubleshooters. 2. To create a new troubleshooter, in the Troubleshooters tab, click Add troubleshooter. 3. In the Create troubleshooter page, enter a unique name that describes the purpose of troubleshooter. 4. Click Submit. You can see the newly added troubleshooter in the Troubleshooters list. You can now create and add question to the respective troubleshooter. Creating and adding questions to a troubleshooter A question in a troubleshooter article prompts customers or customer service representatives to choose the appropriate option based on the format that you define. By using questions, you can help customers or customer service representatives to narrow down their search and find a appropriate article. You can create questions using a radio button, text box, answer or information and launch a different troubleshooter. Each question that you create gets assigned with a question id, troubleshooter, and the type of question. You must determine the order of questions before you create the questions. Note: Every troubleshooter that you create should end with an answer or actions, such as launching a support case. 1. From the left navigation panel, click Knowledge > Troubleshooters and then click Questions tab. 2. Click Add question. 3. To add questions to a particular troubleshooter, select the appropriate troubleshooter from the Troubleshooter drop down list. 22

23 Pega Troubleshooters 4. Enter the question in the Question text box. This question gets displayed in the question list. 5. Select the fields that you want to add to the articles from the Response type drop down list: Radio button- You can provide the list of choice that a user can select. Textbox- You can add a text box that allows users to enter the text. For example, user can give a feedback. Answer / Information-You can add text as answers or link an article from a particular category using the rich text editor. Launch Troubleshooter- select another diagnostic/troubleshooter from the Launch another diagnostic drop down list. This helps the user to find the information navigating to another troubleshooter. 6. To allow customer service representatives to launch a service case, click the Case types icon in the rich text editor. Search for the case type and click Add. You can add a particular case type in the rich text editor. Note: To add and launch a particular case type from the troubleshooter article, you need to configure the Pega Knowledge troubleshooter with your Pega application. 7. If the current question is the response to any of the previous questions, select the dependant question from the Show current question when drop-down list. If this is the first question in a particular troubleshooter, there is no need to select any question. 8. To set the response condition for the current question, select the question from the Question response was drop-down list. If the selected dependent question is of Textbox response type, then enter the information in Question response was text box. 9. To add related articles for the current question, in the Related articles section, click Add item. Search for the articles that you want to add and click Submit. 10. Click Save. Creating a troubleshooter article You can create troubleshooter articles by defining key attributes such as content title, abstract, and publication date. These articles can be linked to the appropriate troubleshooter that you have created. The status of the content is assigned as New-Draft and remains in this status until the author clicks Submit to route the content to the Approval stage. 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. 3. Enter a brief abstract that describes your content. This is visible to users when they point to the content title. 4. Click Add category and select the taxonomy category to which the content belongs. You can select multiple categories for the same content 5. Select the Content type as Troubleshooter from the Content type drop-down list 6. To link this article with a troubleshooter, select the respective troubleshooter from the Troubleshooter drop-down list. 7. Update the Schedule settings: Publish on Enter or select the desired date and time for this content to be made available to end users. The default setting will automatically make the content available to end users upon publication, assuming content is being published in a production system. 23

24 Expire on - Enter or select the desired date and time when you want this article to be automatically archived and no longer available to end users. 8. Select the desired display settings: For internal use (employees only) select this option to make this content visible only to employees and not to external customers. Note: Other Pega Knowledge security restrictions, if specified in the associated Taxonomy category, are also applied to employees. Show version number on content- select the check box to show the version number on the content page viewed by end users. 9. You can add tags, attachments, and links to the content. These details are useful for referring to other related topics or files. 10. Click Save Draft to save the draft content. 11. After your content is in the desired format for submission, then click Submit. The content moves to the Approval stage and the content status changes to Pending-Approval. 12. Optional: To preview the troubleshooter article, click Preview. Deleting a question You can delete unwanted questions that you have added to a troubleshooter. Note: You cannot insert questions in a troubleshooter, but you can append new questions. You must determine the order of questions before you create the trouble shooting questions. Follow these steps to delete a question: 1. In the left navigation panel, click Knowledge > Troubleshooters. 2. Click the Questions tab. 3. Select the troubleshooter from the Filter by troubleshooter drop-down list. 4. Click the Delete icon of the question that you want to delete. You may need to re-organize the questions if you delete any of the questions from a troubleshooter. You can verify and preview the diagnostic steps organized in the troubleshooter. Deleting a troubleshooter You can delete an existing troubleshooter if it is not required. All the questions applied to the particular troubleshooter gets deleted. To delete a troubleshooter: 1. From the left navigation panel, click Knowledge > Troubleshooters. 2. In the Troubleshooters tab, click the Delete icon of the troubleshooter that you want to delete.