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Performing administrative tasks in Pega Knowledge

3 Tasks

5 mins

 Visible to: All users
Intermediate Pega Customer Service 8.8 Pega Knowledge 8.8 English
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Scenario

U+Bank is implementing a new remortgaging process for their customers. A Taxonomy Manager has been tasked with ensuring that the Knowledge Management portal is ready for authors to begin creating help articles that support CSRs and includes some of the content secured for internal use. A Super User will also create a new content template and type to which mortgage specialists must have access.

Use the following credentials to log in to the exercise system:

Role User name Password
Taxonomy manager kmtaxonomymanager password123!
Super User kmsysuperuser password123!
Author kmauthor password123!

Your assignment consists of the following tasks:

Task 1: Add a new taxonomy category

Create a new taxonomy category as a child category of the existing Retail Banking taxonomy category. The new category does not require expert approval but should have KM Internal as an authorized role.

Task 2: Create a content template

Create a new content template for use in knowledge articles related to the new mortgage process. Publish the template after you create it.

Task 3: Create a content type

Create a new content type for the training of CSRs on the new mortgage process. This content type should be reviewed after six months and have Mortgage as an allowed category.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

Challenge Walkthrough

Detailed Tasks

1 Add a new taxonomy category

  1. On the exercise system landing page, click Pega Infinity™ to log in as a Taxonomy Manager:
    1. In the User name field, enter kmtaxonomymanager.
    2. In the Password field, enter password123!.
  2. In the navigation pane of Pega Knowledge, click Taxonomy.
  3. Click Add new category.
  4. In the Category name field, enter Mortgage.
  5. In the Parent section, click Change.
  6. Expand the Customer Service category, and then click the Retail Banking child category.
  7. In the Authorized role list, select PegaKM:Internal, and then click Add.
  8. Click Submit.
  9. In the upper-right corner, click KMTaxonomyManager > Log off to log out.

2 Create a content template

  1. Log in to Pega Knowledge as a Super User:
    1. In the User name field, enter kmsysuperuser.
    2. In the Password field, enter password123!.
  2. In the navigation pane, click Knowledge > Templates.
  3. Click New template.
  4. In the Title field, enter Mortgage process.
  5. In the Description field, enter This template is for use on articles regarding the new mortgage process.
  6. In the Content section, in the rich text editor, enter the following text:

Complete the following steps to process a mortgage application received from a customer:

  • Step1
  • Step2
  • Step3
  1. Select the text you entered, then make the following changes:
    1. In the Font list, select Open Sans.
    2. In the Font size list, select 11.
    3. Click Increase indent.
  2. Click Save draft.
  3. Click Publish.

3 Create a content type

  1. In the navigation pane of Pega Knowledge Portal, click Configuration > Content types.
  2. Click Add new content type.
  3. In the Content type field, enter Mortgage article.
  4. In the Default template field, enter or select Mortgage process.
    Note: If the dropdown list does not appear, press the down arrow on your keyboard.
  1. In Default settings section, review and modify the default settings to meet your business needs:
  2. Select the Schedule review in checkbox, and then in the list, select Six months.
  3. Select the For internal use (employee only) checkbox.
  4. In the Allowed categories section, click Add.
  5. Expand the Customer Service category, and then expand the Retail Banking child category.
  6. Click Mortgage to set the allowed category.
  7. Click Submit.
  8. Log out.

Confirm your work

  1. Log in to Pega Knowledge as an Author:
    1. In the User name field, enter kmauthor.
    2. In the Password field, enter password123!.
  2. In the header, click Create > Create content.
  3. In the Publish settings pane, in the Content type list, select Mortgage article.
  4. Verify that the system applies the Mortgage process template to your draft.
  5. Verify that the selections for the Schedule review in and For internal use only (employees only) checkboxes are active.
  6. In the draft, in the Categories section, click Add category.
  7. Expand Customer Service, and then expand Retail Banking.
  8. Click Mortgage to apply the category.
  9. Click Submit to submit the article for publication.

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