Pega Knowledge Management

Pega Knowledge Management 7.1 USER GUIDE

Copyright 2014 Pegasystems Inc., Cambridge, MA All rights reserved. This document describes products and services of Pegasystems Inc. It may contain trade secrets and proprietary information. The document and product are protected by copyright and distributed under licenses restricting their use, copying, distribution, or transmittal in any form without prior written authorization of Pegasystems Inc. This document is current as of the date of publication only. Changes in the document may be made from time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and must be returned to it upon request. This document does not imply any commitment to offer or deliver the products or services provided. This document may include references to Pegasystems product features that have not been licensed by your company. If you have questions about whether a particular capability is included in your installation, please consult your Pegasystems service consultant. PegaRULES, Process Commander, SmartBPM and the Pegasystems logo are trademarks or registered trademarks of Pegasystems Inc. All other product names, logos and symbols may be registered trademarks of their respective owners. Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies or typographical errors. This document or Help System could contain technical inaccuracies or typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make improvements and/or changes in the information described herein at any time. This document is the property of: Pegasystems Inc. 1 Rogers Street Cambridge, MA 02142-1209 Phone: (617) 374-9600 Fax: (617) 374-9620 www.pega.com Document: Pega Knowledge Management User Guide Software Version: 7.1 Updated: December 2014

CONTENTS About this Document... i Intended Audience... i Guide Organization... i Pega Knowledge Management Overview... 1-1 Getting Started... 2-1 Pega KM Operators... 2-1 Working in the KM Portal... 2-2 Creating Taxonomies... 2-5 Defining Security... 2-9 Working with Pega KM Content... 3-1 Understanding the Authoring and Approval Flow... 3-1 Content Creation Stages... 3-1 Creating Content... 3-2 Editing Published Content... 3-12 Working with User Feedback... 3-14 Sharing Content with Customers... 3-16 Appendix: Content Display Configuration... A-1 Display Assets... A-1 Configuring Suggested Content... A-3 Appendix: Exposing Content in Web Applications... B-1 Using HTTP Services in a Web Application... B-1 Flow of Control... B-6 Sample Web Application... B-7 Files in the Sample Application... B-10

About this Document This guide provides an introduction to the features and process flows implemented in Pega Knowledge Management (Pega KM). Intended Audience This guide is intended for content authors and business users. It also contains implementation and configuration information appropriate for project team members. Guide Organization This guide contains the following sections: Chapter 1: Pega Knowledge Management Overview Chapter 2: Getting Started Chapter 3: Working with KM Content Appendix A: Content Display Configuration Appendix B: Exposing Content in Web Applications Provides an overview of Pega Knowledge Management, its features and capabilities Describes basic features and components to help you become familiar with the user structure and processes of Pega KM. Describes how to create rich, multi-media content in Pega KM using the guided authoring and approval flow. Describes the display components and how they are configured Provides examples of how to configure content for web applications Pega Knowledge Management User Guide i

1 Pega Knowledge Management Overview Pega Knowledge Management (Pega KM) provides a solution designed to complement BPM and Case Management applications by adding insight and guidance to users working on customer service or other case types. This solution is designed to: Easily author and rapidly publish knowledge content Give authors, approvers and publishers the tools and authority to create, update and publish rich content Directly capture and route feedback to authors to evaluate and refine answers Interactively guide service interactions and provide agents with relevant answers when needed Deliver the right content at the right time for agents and customers Provide ease of access across multiple channels Manage the content life cycle from a single portal Guide content approval and publishing flows to ensure quality content Utilize flexible taxonomies to logically classify and group content Allow visibility into how often content is reviewed and rated Control content via flexible security features Support search and display of taxonomies and content for web self-service applications Pega KM supports the creation of rich, multi-media content that can be used with any Pega application. Content can be contextually suggested in work flows, providing useful content when and where an end user needs it. Out of the box, Pega KM provides multiple content display gadgets that can be utilized in your application s sections and flows. It utilizes cases for content, leveraging the power and flexibility of Pega s dynamic case management capabilities. The authoring portal, or KM Portal, provides intuitive content authoring and management tools to effectively manage the full lifecycle of content. Authors utilize a guided content authoring, approval, and publishing flow to manage the progression of content through a staged approval process. When installed, Pega KM is configured with four primary knowledge operators KMAuthor, KMApprover, KMPublisher, and KMSysAdmin. Each operator is assigned a different level of privilege that controls what editing, approval, and publishing capabilities the operator has within a stage of knowledge management Creation/Draft, Approval, and Publication. Pega Knowledge User Guide 1-1

The Taxonomy editor which is available on the user portal Dashboard allows you to define a single or multiple category levels for the classification and grouping of content. This helps knowledge authors to manage how similar articles are grouped within the solution, providing more efficient searches and the suggestion of contextual content in flows. You can use the KMSysAdmin or KMPublisher operator to create and edit the taxonomy and content security settings. Content visibility restrictions can also be defined using the Taxonomy editor by defining Pega access roles for specific taxonomy levels. Content can also be exposed to non-pega web applications using the service HTTP rules shipped with the Pega KM application. This guide provides details on how to create, publish, and manage content in Pega applications and external web applications. Pega Knowledge Management User Guide 1-2

2 Getting Started This chapter describes basic features and components to help you become familiar with the user structure and processes of Pega Knowledge Management (Pega KM). Pega KM Operators When Pega KM is installed, it contains the following preconfigured operators. This table lists the operators and their assigned high level privileges. Operator KMAuthor KMApprover KMPublisher KMSysAdmin ExternalKMUser Capability Creates draft content, submits to Approval stage Creates and approves content for the Publication stage Creates, approves, and publishes content, taxonomy, & security KM System Administrator; same privileges as KMPublisher, but with Designer Studio access User for non-prpc access to content (e.g. internet accessible) The following operators have been configured to perform the primary authoring roles: KMAuthor KMApprover KMPublisher Each is assigned a different level of privilege that controls what editing, approval, and publishing capabilities the operator has within a Pega KM stage Creation/Draft, Approval, and Publication. Pega KM 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 operators supports the stage-based content creation process provided by Pega KM, 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, archiving, etc. Pega KM also supports a straight-through processing option for creating, approving, and publishing content by using the KMPublisher (or KMSysAdmin) operator. This allows a quick, Pega Knowledge Management User Guide 2-1

streamlined method for creating and publishing content, without requiring separate approval or publication from other operators. Working in the KM Portal The KM Portal is the portal that authors utilize to create, approve, publish, and archive content. It also provides the tools necessary to effectively manage the full lifecycle of content, ensuring your knowledge content remains fresh, relevant, and useful to your end users and customers. This topic describes the main areas and functions within the portal. Navigation Panel The navigation panel located on the left side of the portal provides authors with quick access to tools used to manage their work assignments, taxonomy, and other functions such as reporting. Dashboard The Dashboard displays key charts and other actionable information about content that is used to manage KM. Charts Articles by Stage Displays the number of articles (content) in each of the three stages of content: Creation / Draft, Approval, and Publication Most Viewed Content Displays a bubble chart conveying content viewed by rating, number of views, and number of ratings Pega Knowedge Management User Guide 2-2

You can also create and configure custom charts for display in the Dashboard. Utilize the KMSysAdmin operator and save the pydashboardmiddle section to your ruleset to add or specify different charts that are configured as report definitions. Dashboard Tabs Accessed from the center of the Dashboard display, the tabs provide access to the following tools and functions: Urgent Work displays work (content) that requires action. Only content that an operator has the proper privileges to work displays. For example: the authoring operator cannot see content that is requiring Approval or Publication. Recently Published displays the most recent content that has been published, including the average rating and number of views. Content by Rating displays content by rating and views. Allows the author to sort by rating, views, or published date. Work Baskets provides authors with access to workbaskets where work/content can be opened and worked. Worklists allows an author to view other team members worklists and view or open content to work. This is useful when an author is out of the office and has content assigned that needs to be worked. Pega Pulse located on the right side of the dashboard, this feature allows authors to collaborate on content during the creation flow, sharing ideas, graphics, and other helpful assistance with peers. It also allows an author to add a web link to content. My WorkList This option displays in a grid format content that is assigned to the operator viewing the worklist. Content can be opened and worked directly from this display. My Content This option displays two lists in grid format. My Published Content displays all published content created by the author. The content can be sorted by Published Date. Pega Knowedge Management User Guide 2-3

My Archived Content displays all archived content created by the author. Calendar This option provides a calendar view of when action is required for content based on configurable Service Levels for the content by authorizing stage. The calendar can be displayed by Daily, Weekly, or Monthly views. Reports Pega KM includes several preconfigured reports to help monitor the state of content and utilize a visual illustration of how content is being rated and viewed by end users. Additional reports can be created by authors and added to the Knowledge Management reporting category. To see detailed how-to articles, configuration tips, and interactive videos about creating and customizing reports, visit the Reporting section of the Pega Discovery Network (PDN) at https://pega.pdn.com. Taxonomy Tree This option displays the taxonomy categories that have been created in your Pega KM application. Top level taxonomy categories can be expanded if they have sub-categories, which can also be expanded if further nesting levels have been created. Pega Knowedge Management User Guide 2-4

Note: The Uncategorized category is a required taxonomy level shipped with Pega KM. It is used for temporary movements in content from one taxonomy category to another and cannot be edited. It is also used when a taxonomy category that contains content is deleted from the taxonomy editor. Because all content requires an associated taxonomy, when an associated taxonomy is deleted, the content is temporarily assigned to the Uncategorized category until assigned to another taxonomy. Recent The Recent area of the navigation panel displays recent content that the author has worked on or displayed. This allows authors to open recent work without searching for content. Following The Following area displays content that the author has elected to follow. Authors can Follow or Unfollow content by selecting the or icons in the selected content. Creating Taxonomies A taxonomy allows you to classify or group like content to better organize your knowledge base and support more efficient search and display of content. Pega KM supports a multi-level taxonomy structure that offers flexibility in designing a taxonomy structure to meet your business needs. A taxonomy category is associated with content during the content creation process, discussed in Chapter 3 this document. Prior to creating your taxonomy, consider the most logical structure that aligns with how you want to organize and classify your content. Some organizations create taxonomies that match their organizational structure: Pega Knowedge Management User Guide 2-5

Customer Service Residential Commercial Sales Inbound Outbound Marketing Legal Other organizations create a taxonomy structure that reflects their content structure only. For example: by content topic and sub-topic. Creating the taxonomy in Pega KM is a simple process. 1. Log in as KMPublisher using the password install. 2. Click the Taxonomy Tree Edit link in the navigation panel. 3. The Taxonomy Editor flow opens and presents you with a number of taxonomy editing links Add Item, Add Child, Delete, Refresh, and Expand All. Out of the box, you only see the Uncategorized category which cannot be edited. This example shows a few top level categories already added. Pega Knowedge Management User Guide 2-6

4. Click Add Item to add a new top level taxonomy category. Sales is used in this example. 5. To add a sub-category, click the Add Child link. In this example, Inbound Sales is added as the sub-category. When adding sub-categories, the desired parent category must be infocus in this example the parent is Sales. Pega Knowedge Management User Guide 2-7

6. Continue to add additional child or sub-categories to your top level category or click another top level category and click the Add Item link to add another top level category. 7. Once you have created your desired taxonomy structure, click Next>> to advance the flow to the Set Taxonomy Security step. This step allows you to restrict content visibility by assigning Pega access roles at taxonomy levels. This is covered in the Defining Security topic in this chapter. To complete the Edit Taxonomy flow, click Finish. 8. The Taxonomy Tree is refreshed and reflects the additional categories. Pega Knowedge Management User Guide 2-8

Defining Security Content visibility can be restricted at the taxonomy level, allowing only privileged users access to the restricted content via search, suggested content, or the top-rated articles sections of the portal. Pega KM uses Pega access roles to restrict content visibility. Assigning access roles in Pega requires visibility to that application via an operator who has privileges for the system administrator role and access to the KM 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 PegaKM:Publisher role. The operator s application rule should also include the PegaKMPortal:07-13 ruleset that is placed above any Pega- rulesets. This operator then has access to both your application and Pega KM, allowing the visibility and assignment of your application s access roles to Pega KM taxonomies through the Taxonomy Editor. Note: Pega Customer Process Manager (CPM) installs with an operator for assigning security in Pega KM: CPMKMSecurityAdmin. Assigning security restrictions is hierarchical, meaning that if a higher level taxonomy category has assigned (one-to-many) access roles, then all of its related child categories inherit those roles. Any content assigned to these child taxonomy categories require the end user to 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 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 no access roles are assigned at the higher levels in that taxonomy hierarchy. To specify taxonomy security: 1. Log in as KMPublisher using the password install. 2. Click the Taxonomy Tree Edit link in the navigation panel. 3. Click Next>> in the Taxonomy Editor window. 4. Select the taxonomy category that you want to restrict by access roles and click the Security Restrictions Edit link. Pega Knowedge Management User Guide 2-9

5. In the resulting roles window, click the desired access role(s) from the AVAILABLE ROLES list to move the role to the SELECTED ROLES list. You can click a role in the SELECTED ROLES list to remove it from your selection. Remember that only users that have at least one of the assigned access roles have visibility to content assigned to this taxonomy level and must have one of any inherited access roles. 6. Click OK to save the selections and exit the window. Pega Knowedge Management User Guide 2-10

7. To see your selections, click the taxonomy category. 8. Click Finish to close the Taxonomy Editor. 9. Repeat the above steps to assign security for other desired taxonomy levels. Pega Knowedge Management User Guide 2-11

3 Working with Pega KM Content This chapter describes how to create rich, multi-media content in Pega KM using the guided authoring and approval flow. Understanding the Authoring and Approval Flow Pega KM 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. Optionally, the KMPublisher and KMSysAdmin operators are configured with the 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 require a more streamlined process for content creation. Pega KM leverages Pega s dynamic case management capabilities to create content as cases. This approach supports content (case) routing, utilization of service levels (SLAs) and progression of content status based on individual stages. This graphic illustrates the stagebased, iterative process for content creation and its progression through the three Pega KM stages. Content Creation Stages There are three stages of content creation. Pega Knowledge Management User Guide 3-1

TITLE of INTERNAL DOCUMENT Arial Bold 12 Creation/Draft Approval Publication Creation/Draft Stage The content creation process begins in this stage. An author creates a draft of the content, defining key attributes such as content title, abstract, publication date, and creates the core authored content. During this stage, content is assigned a status of New-Draft and remains in this status until the author clicks Submit to route the content to the Approval stage. Once submitted, the content status is changed to Pending-Approval. Note: All Pega KM operators can author content. Approval Stage The approval stage provides an opportunity for further editing of content prior to approval and the ability to reject content, adding notes on what edits are required for improvements. The approver has the option to route the content back to the original author or to a shared workbasket used for draft Pega KM content named Knowledge Content Drafts. This action also moves the content back into the Creation /Draft stage with a Pending-DraftRejected status. After the author corrects the content issues, clicking Submit advances 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. Publication Stage After approving 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 reject the content, routing 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. Creating Content This section describes the steps to create, approve, and publish content and assumes that at least one taxonomy category has been created in Pega KM. To start content creation from the KM Portal, log in as KMPublisher using the password install. Then, click the + Create dropdown and select Create Content. Pega Knowledge Management User Guide 3-2

TITLE of INTERNAL DOCUMENT Arial Bold 12 Step 1: Define content attributes On the first display screen of the flow, complete the following content attributes. A * indicates a required field. Click Next to move to the next screen. Note: These attributes can be edited later. Content Title* Enter a concise, intuitive title for your content. Content Abstract* Enter a brief abstract that describes your content. This is visible to end users when they hover over a content title with their mouse. Publish Enter or select the desired date and time for this content to be made available to end users. Expire Enter or select the desired date and time when you want this article to be automatically archived. Language Select the language that the content is written in. Note: Language values in the dropdown are defined in the KMArticleLanguage property Prompt values list. Default values are English, French, German, and Russian. To add or modify language values, save the KMArticleLanguage property rule to your ruleset, make your changes, and check in the property. Internal Only Check this option if this content should be visible to employees only and not external customers. Note: Other Pega KM security restrictions, if specified in the associated Taxonomy, are also applied to employees. Pega Knowledge Management User Guide 3-3

TITLE of INTERNAL DOCUMENT Arial Bold 12 Step 2: Select a taxonomy Select the taxonomy category that you want associated with this content. Click Next to move to the next screen. Note: It is a recommended best practice to group similar content in the same taxonomy or taxonomy path. Pega Knowledge Management User Guide 3-4

TITLE of INTERNAL DOCUMENT Arial Bold 12 Step 3: Choose the content type and create the content body Use the Content Type dropdown list to select the type of content. Authored Default value that allows the author to utilize the Rich Text Editor to create original content or cut and paste content. URL Specify the Content Source URL that points to accessible content that displays in the end user s browser. Note: Ensure you test the URL. Click Save and Preview to ensure any URL redirects, popups, or other authentication is accounted for and does not negatively impact the end user experience. This feature allows you to view content as an end user would see it in a Pega application. Pega Knowledge Management User Guide 3-5

TITLE of INTERNAL DOCUMENT Arial Bold 12 Tags You can add tags to your content to increase precision in searches and for suggesting content based on the tag. Tags should be relevant to the content and can include synonyms to help end users find the right content. To add tags, click the Tags icon at the top right of the Portal. Working with the Rich Text Editor (RTE) The Rich Text Editor provides a variety of text editing and formatting options that you can use to create rich, useful content including images, embedded links, and source tagging. Pega Knowledge Management User Guide 3-6

TITLE of INTERNAL DOCUMENT Arial Bold 12 RTE Configuration Tips Images When inserting images, make sure the image is in a.png,.jpg, or.gif format. After browsing, selecting, and uploading the image, specify a Width and Height that is appropriate for your content. Click on the padlock symbol to retain the aspect ratio of the image the symbol should appear locked. You can also define a black Border by specifying a number in pixels, add or subtract horizontal space (HSpace) and/or vertical space (VSpace) to adjust the placement of your image using - before your pixels #. Alternatively, you can simply use the Alignment dropdown. Note: Image file names cannot contain spaces. Use the underscore character if necessary for example: My_Sample_Graphic.jpg. Content with images that are viewed in a self-service or non-pega web app should use an external URL for the images, not upload the image itself. This allows non-pega web apps the ability to 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 content graphics and utilize the external URL approach for referencing the images and multimedia files. See Appendix B for more details on exposing content to external applications. Video To insert a YouTube video (for example), click Source and then cut and paste in the Embed tag obtained from the original video on the YouTube site. The video displays in the KM display harness and played by the end user s browser s video capability. Pega Knowledge Management User Guide 3-7

TITLE of INTERNAL DOCUMENT Arial Bold 12 Once you click Source again, the video displays in the Content Body (rich text editor), and can be played to test the video. You can also adjust the size of the video display be altering the height and width in the Embed tag. Edit the tag by clicking Source. Link You can insert hyperlinks within the content body by highlighting the desired word or sentence to launch the link, and then click the link icon. Select the link Protocol such as http:// and enter the URL. Pega Knowledge Management User Guide 3-8

TITLE of INTERNAL DOCUMENT Arial Bold 12 Web Links You can also specify web links using Pega Pulse. These links are displayed in a Related Links section in the content display harness for end users. To add a Web Link, click on the Link tab under Pega Pulse. Specify the desired URL, Link name, and a short description. Click the Attach to KC-? Check box to attach the link to the content. Note: if you do not check the Attach to KC-? checkbox, the link is not displayed in the KM display harness to the end user, but it is available to authors via Pega Pulse. Once the content is advanced to the next stage, the link will be displayed for authors in the web Links area of the Content Body area. Step 4: Submit draft content Once your content is in the format you wish to submit to the Approval stage, click Submit. This action advances the content to the Approval stage and changes the content status to Pending- Approval. If you are using the KMSysAdmin, KMApprover, or KMPublisher operator, you maintain focus on this content. If you are logged in as the KMAuthor operator, the content is routed to the Knowledge Content Approvals workbasket where an approver/publisher can open the content and make further edits, reject it with notes, or approve the content advancing it to the Publication stage with a Pending-Publish status. Step 5: Approve or Reject Content Once the content is in the Approval stage, the approver or publisher can make further edits to the content or can select Reject Content from the Other Actions menu. Pega Knowledge Management User Guide 3-9

TITLE of INTERNAL DOCUMENT Arial Bold 12 After selecting the Reject Content option, the Approver is presented with a screen allowing entry of a Rejection Note that describes the required edits to the content. The Approver can also determine where to route the content, either back to the Original Author or to the associated workbasket Knowledge Content Drafts. In this sample, the Original Author is the KMSysAdmin, so the content is immediately ready for editing. Notice the content status is automatically changed to Pending-DraftRejected and the content stage is back to the Creation /Draft stage. The Rejection Note displays at the top of the screen for easy reference. Pega Knowledge Management User Guide 3-10

TITLE of INTERNAL DOCUMENT Arial Bold 12 When the author makes the required edits to the content, they can Submit the content back to the Approval stage. When the Approver is satisfied with the content, they click Approve button to advance the content to the Publication phase, with a new status of Pending-Publish. Step 6: Publish or reject content When in the Publication stage, the content can be edited further, rejected with notes back to the original author or workbasket, or can be published if the Publish property indicates that Upon Approval the content is available to end users once Publish is clicked. If the Publish property is set to a specific date/time, the content remains in Pending-Publish status until the specified date/time is reached where the content status is changed to Resolved-Published. Note: Ensure that the All Work search indexing option is enabled from the Designer Studio > System > Settings > Search landing page. Pega Knowledge Management User Guide 3-11

TITLE of INTERNAL DOCUMENT Arial Bold 12 Editing Published Content When content is in the Publication stage and in a Resolved-Published status, authors can still access the content for editing to ensure knowledge remains useful for end users. When published content is being edited, the current version of the content is still available, ensuring no loss of availability. Pega KM creates a new version of the content, with a Pending-Publish status, allowing the author to make their edits. When edits are complete and the author clicks Publish, the new version is saved and made available to end-users, with a status of Resolved-Published. The previous version is automatically archived, with a status of Resolved-Archived. This image illustrates content that has been edited, and reflects the published version as well as the archived versions. Pega Knowledge Management User Guide 3-12

TITLE of INTERNAL DOCUMENT Arial Bold 12 Authors have a number of ways to locate and open published content: My Content Portal Option Quickly sort or filter your content in any of the columns available columns. Simply click on the content you want to edit and click the Edit icon. Recently Published Report Content published within the past 60 days can be quickly scanned to find content. Sort any column to display the view most helpful to you. Search from the Portal Use the portal search to quickly find content by key word or content ID. Note that search results display all relevant content, regardless of status. Pega Knowledge Management User Guide 3-13

TITLE of INTERNAL DOCUMENT Arial Bold 12 Working with User Feedback End users have the opportunity to rate and provide written feedback about content. This is valuable information to an author and helps keep content fresh and high value for end users. When viewing content, the end user can choose a rating of 1-5 stars. A Feedback link is positioned below the rating stars and when clicked, displays a feedback window. Pega Knowledge Management User Guide 3-14

TITLE of INTERNAL DOCUMENT Arial Bold 12 When a user enters their feedback and clicks OK, a case is created that is prefixed with KFC-, and is automatically routed to the Knowledge Content Suggestions workbasket that Pega KM authors can access from their dashboard. KCF- cases have a 5-day goal and 10-day deadline defined in the related service levels defined in the PegaFW-KM-Work-Feedback class. These service levels can be adjusted by the KMSysAdmin operator to meet the timing of related actions by your business. The feedback can be opened by clicking on the KCF- case ID. The resulting screen displays the information required to intuitively take the appropriate action. Suggested by Identifies the end user that made the suggestion (feedback) Suggested on Reflects the date and time the feedback was submitted WorkFlow identifies where the end user was when viewing the content; this helps provide contextual information to the author about the flow related to where the content was displayed and read Content Title Displays the content title and ID of the content, allowing the author to quickly open the related content for editing Current Version Reflects the content version displayed to the user Suggestion Text field that displays the written feedback from the end user Pega Knowledge Management User Guide 3-15

TITLE of INTERNAL DOCUMENT Arial Bold 12 Disposition The disposition dropdown allows the author to mark the feedback case as either Approved or Rejected. This can be utilized in reporting to monitor the responsiveness and acceptance rate of user feedback. Sharing Content with Customers Pega KM allows users to share content with customers. While viewing content, clicking Share displays a window with an email template named KMShareArticle Email. A data transform, KMSetContextforShareArticle, sets the customer s email address. If the email address is not available, the To field is blank and the user can add the proper email address per the customer. Note: Content type URL or multi-media (embedded tags) are not currently supported when sharing articles. Pega Knowledge Management User Guide 3-16

TITLE of INTERNAL DOCUMENT Arial Bold 12 Pega Knowledge Management User Guide 3-17

A Appendix: Content Display Configuration Display Assets Pega KM contains several content display sections that can be used in your application to present content to your end users. Content can be: suggested in-context with a specific work flow or case type displayed in search results displayed using the top-rated articles section Note: These sections can be saved to your ruleset and modified to meet the specific needs of your business. KMSearchContent This section provides a content search bar that allows users to search for content. This includes content title, abstract, content body, and tags. When Pega KM is installed, search results display in the KMSearchResults modal which provides the end user with additional filtering capabilities to narrow down the current search results. Clicking an article title opens the content in the PegaFW-KM-Work.Display display harness. Filtering Criteria for Search Results Title Contains: Add a keyword to filter by a title Category: Select an Taxonomy category; up to two levels, if specified in the Taxonomy tree Pega Knowledge Management User Guide A-1

KMTopRatedArticles This section displays the top-rated content by users using an aggregate rating. The grid is populated by the report definition named KMTopRatedArticles and is configured to return the top five results. KMSuggestedAndRelevantContent This section utilizes the KMSuggestedContent control to search and display suggested content based on a configurable search parameter passed by the control. This section provides two grids: Suggested content Displays the matching content returned from the proactive search; content is sorted by rating Other relevant content Displays content that shares the same taxonomy path as the top suggested content from the first Suggested content grid Refer to the Configuring Suggested Content topic below for details about configuration options. Pega Knowledge Management User Guide A-2

Configuring Suggested Content The KMSuggestedContent control allows you to suggest contextual content based on a configurable search parameter named searchtext that is defined in the Parameters tab of the control. The control initiates a proactive search for content with the search string defined in the article title, abstract, content body, or content tags. The search term can be defined in one of the following formats: a single word such as dispute two words such transaction_dispute; requires an underscore between words a property on the clipboard such as pyworkpage.pylabel using a property allows you to specify a unique tag, increasing the precision in both search and suggested content results Results display as KMSuggested Content in the section where the control is specified. The KMSuggestedAndRelevantContent section (defined above) can be implemented in a flow to provide agents with contextual Suggested Content and Other Relevant Content. Note: If you have also implemented Pega Customer Process Manager (CPM), specify the HelpSearchString in a data transform in the PegaCA-Work class. To specify a unique SearchString for a specific flow action, open the Action tab. Here you can specify the SetHelpSearchString data transfer as a pre-processing step, and specify the SearchString that you want to specify as a Tag value for the desired content to be suggested for the flow action. Pega Knowledge Management User Guide A-3

The SearchString value is then passed to the SetHelpSearchString data transform in PegaCA-Work, which sets the pyworkpage.helpsearchstring property in the clipboard. Pega Knowledge Management User Guide A-4

Alternatively, and a recommended best practice for Pega Customer Process Manager implementations, you can set the HelpSearchString property using a data transform in the class of the service process itself, eliminating the need to define the SearchString in separate flow actions. For example, this could be implemented in the pydefault data transform in the PegaCA-Work-DisputeTransaction class. The example below sets Transaction Dispute as the HelpSearchString property. Any content that you want to suggest to agents in the Dispute Transaction service process would need the transaction_dispute tag. Note: When installed, the Pega Customer Process Manager Dispute Transaction pydefault data transform uses the approach in the example above. Pega Knowledge Management User Guide A-5

Pega Knowledge Management User Guide A-6

B Appendix: Exposing Content in Web Applications Using HTTP Services in a Web Application Pega KM content can be accessed by non-pega web applications if the web server has access to the Pega server containing the content. The web server can issue HTTP requests to retrieve the content and taxonomy, allowing external users to search and display content. Security A Pega username and its encrypted password are passed in as CGI parameters with each HTTP request to the Pega server. The user account must belong to an access group configured with the PegaRULES:User4 role. This example uses an account called ExternalKMUser with an access group of the same name. Pega Knowledge Management User Guide B-1

By default, every article in Pega KM is visible to an external application. Any article can be hidden by setting its InternalContentOnly property to TRUE. This is completely separate from the access rules used for restricting content visibility within Pega applications. There are no user-based access rules for external applications. Also, the entire taxonomy is visible to external applications. Note: Setting the Internal Only flag during content editing or creation ensures the content is visible only to your employees. Service HTTP Rules There are four Service HTTP records that a web application can call to retrieve PegaKM content and related information. Results are returned in XML format. This section covers each of the service HTTP rules including the input parameters and return results. Pega Knowledge Management User Guide B-2

PegaFW-KM-Work/KMListByTaxonomy Purpose: Retrieve the articles and subnodes of a given taxonomy Input parameters: LinkID: The name of the taxonomy, e.g., TAX_1; if blank, the top level is returned UserIdentifier: Pega username for the external KM user account Password: Encrypted password for the external KM user account Returns: Separate nodes containing articles and subnodes. A taxonomy level may have both. The examples below show one sample with just subnodes and one sample with just articles. Subnodes Only Example Sample URL: http://<pegakmservername>/prweb/prhttpservice/pegakm/pegafw-km- Work/KMListByTaxonomy?LinkID=TAX_1&UserIdentifier=ExternalKMUser&Password=xyz Results: Just Articles Only Example: Sample URL: http://<pegakmservername>/prweb/prhttpservice/pegakm/pegafw-km- Work/KMListByTaxonomy?LinkID=&UserIdentifier=ExternalKMUser&Password=xyz Pega Knowledge Management User Guide B-3

Results: PegaFW-KM-Work/KMViewArticle Purpose: Input parameters: Retrieve an article ContentKey: The full ID of the article UserIdentifier: Pega username for the external KM user account Password: Encrypted password for the external KM user account Returns: Sample URL: The contents about the article and some descriptive information http://<pegakmservername>/prweb/prhttpservice/pegakm/pegafw-km- Work/KMViewArticle?UserIdentifier=ExternalKMUser&Password=xyz&ContentKey=PegaFW- KM-Work%20KCP-1 Pega Knowledge Management User Guide B-4

Results: PegaFW-KM-Work/KMRateArticleUsefulness Purpose: Input parameters: Allows a user to rate an article as either helpful or not helpful ContentKey: The full ID of the article ContentHelpful: true or false UserIdentifier: PRPC username for the external KM user account Password: Encrypted password for the external KM user account Returns: Sample URL: nothing http://<pegakmservername>/prweb/prhttpservice/pegakm/pegafw-km- Work/KMRateArticleUsefulness?UserIdentifier=ExternalKMUser&Password=xyz&ContentKey= PegaFW-KM-Work%20KCP-1&ContentHelpful=true Results: none PegaFW-KM-Work/KMSearchContent Purpose: Execute a search across the Knowledge Content Input parameters: searchtext: The search term UserIdentifier: PRPC username for the external KM user account Pega Knowledge Management User Guide B-5

Password: Encrypted password for the external KM user account Returns: One <pxresults> node for each matching article, containing various pieces of information about the article. Note that the <pzinskey> value provides the ContentKey parameter used to refer to the article in other calls. Sample URL: http://<pegakmservername>/prweb/prhttpservice/pegakm/pegafw-km- Work/KMSearchContent?searchText=dispute&UserIdentifier=ExternalKMUser&Password=xyz Results: Flow of Control The most basic web application is a program that makes HTTP requests to the services described above on the Pega server, to retrieve Knowledge Content and display it to the user. This can be an application that serves up a web page, or a web page itself that uses AJAX calls to change the display dynamically. A more robust approach, however, is a model-view-controller design that has its own intermediate HTTP services to return results in JSON format, which can be easily processed by JavaScript code in the web page. This approach is used in the sample application. The recommended approach is: Pega Knowledge Management User Guide B-6

1. An HTML page is displayed, containing a navigation section on the left and a content area on the right. 2. Upon loading the page, an AJAX call is issued to request from the controller the contents of the top level of the taxonomy hierarchy. 3. The controller in turn passes the request along to the Pega server, and converts the XML results to JSON to return to the page. 4. A JavaScript object is built to contain the entire taxonomy tree. The tree is built in recursive fashion by inserting the results of the first call and then retrieving in the same way the contents of all the nodes at the next level. This continues until the contents of every level of the tree has been requested, retrieved and inserted into the tree object. 5. The tree is displayed, initially collapsed, so that the user may expand it as desired. 6. A search box is displayed underneath the taxonomy tree. If the user enters a term and submits the search, then a search call is made again through the controller to the PRPC server to retrieve the results of the search, which are then displayed under the search box. 7. If a user selects an article, either from the tree or from search results, then that article is retrieved through a similar process and displayed in the content area. 8. When article appears, the user is presented buttons to rate it as either Helpful or Not Helpful. Clicking one of these buttons triggers a call to submit the rating to the server. Sample Web Application Pega KM ships with a simple web application (KMTaxonomy.zip) that utilizes the Service HTTP rules. This application is intended to serve only as an example of one way to utilize these services. The initial web application page looks similar to the below example, but displays your taxonomy structure: Pega Knowledge Management User Guide B-7

When the user clicks a taxonomy category, both the articles and the child categories at that level display. If anyone has previously rated an article, then the number of Helpful ratings and the total number of ratings are shown next to the title. Clicking the title of an article displays the article on the right side of the page: Pega Knowledge Management User Guide B-8

The user can also find articles by entering a term in the search box located below the tree. The results include ratings where applicable and clicking the title retrieves the article: Pega Knowledge Management User Guide B-9

At the bottom of an article, the user is offered the opportunity for simple feedback: The user can rate the article by simply clicking either Yes or No: After the rating has been registered, the text is replaced by a confirmation: Files in the Sample Application The sample Pega KM web application contains several files. The application is packaged in a ZIP and Web Archive (WAR) file KMTaxonomy.zip and KMTaxonomy.war to accommodate your preferred method of extraction or deployment. They following key files are included. KMTaxonomy/src/config.properties contains definitions of some terms that can change from one installation to another, such as the host name and user credentials. KMTaxonomy/src/controller/KMInvokeServices.java contains the functions that parse service requests and pass them on, and also the code that builds the indexable tree map page. KMTaxonomy/src/model/KMConstants.java contains the functions that process the constants in the config.properties file. KMTaxonomy/src/service/KMServices.java contains the calls to the PRPC HTTP services. KMTaxonomy/WebContent/js/KMTaxonomyFunctions.js contains the JavaScript code that builds the taxonomy tree and processes user input such as searches, retrieving articles and submitting feedback. Pega Knowledge Management User Guide B-10

KMTaxonomy/WebContent/WEB-INF/web.xml defines the internal services called by the AJAX calls in the JavaScript code. KMTaxonomy/WebContent/index.html is the framework of the web page. Other directories under KMTaxonomy/WebContent/ contain style sheets, images, etc. Pega Knowledge Management User Guide B-11