Pega Knowledge features

As a content author, you can use out-of-the-box content templates and content types to create and publish content quickly. You can specify a URL as content, specify content publication and expiration dates, create text snippets that you can reuse in multiple articles, and link content to multiple categories. The authoring portal provides intuitive content authoring tools to manage the full life cycle of content effectively, from creation to approval and publishing or back to creation if the approver requests changes.

You can capture feedback and route it back to authors at each step of the process, which allows for the refinement of content. As an author, you can preview the content as an end user or CSR would, and an automatic duplicate check on new article creation helps you to avoid creating duplicate articles.

Administrators can select default templates or create new content types according to business needs. As a content manager, bulk processing allows you to change the status of multiple articles or assign articles to other authors if you have the administrator role. You can create or edit hierarchical content categories (one-to-multi-level categories). Optionally, you can add category icons that can be displayed on knowledge help sites. You can define the content visibility in the text editor by specifying access roles within a category. A content manager can assign tags to articles to increase their searchability or restrict content visibility to certain user groups as needed.

Pega Knowledge includes a Localization wizard with which users can easily localize Pega-based applications (including custom fields and screens) in any language. When editing an article that has been transated, authors have the option to update any linked translations with the auto-translation API. Organizations that prefer to use external translation services (APIs) for supporting article translation during the authoring and approval flow can use an auto-translation API.

Language packs support the localization of applications by using translated field values for buttons, prompts, and labels. Language packs are available for Pega Knowledge in Italian, French, Japanese, German, Spanish, and Portuguese. Language Packs do not affect knowledge articles, and translation of Pega Knowledge articles must occur separately.

Quickly and easily search for the content you need by full or partial article name, tags, or other keywords. The system returns results quickly by using the powerful Elasticsearch engine. You can click on the tag of an article and search for related articles with the same tag. As you enter a search string, a type-ahead search feature displays the suggested articles that match what you enter to help expedite the search process in finding the correct articles.

Fuzzy search features improve relevant search results for misspelled search terms. Fuzzy search automatically compensates for misspelled words and generates all possible matching terms that are within a configurable edit distance (fuzziness). The feature then checks the term dictionary to determine which generated terms exist in the index.

Search result filtering provides advanced knowledge search options to help narrow down search results for end users in the interaction portal, help sites, community sites, and mobile views of Pega Knowledge. You can select search result filtering by taxonomy categories, article titles, article body, community post title, and community post body.

Pega Knowledge troubleshooters provide diagnostics features that can diagnose and resolve customer product or service issues by using dynamic, rich text questions that guide users through a series of steps to help resolve issues. The troubleshooter supports linking related articles with questions and the ability to insert images or videos to provide a more visual diagnostic experience. You can configure suggested actions so that users can launch a service request from the related Pega Customer Service application through Pega Web Mashup.

A Pega Customer Service Guided Troubleshooter service case enables CSRs to help customers diagnose issues. Organizations can use a Troubleshooter categories configuration in the knowledge portal to define the relevant Products, Problem type, Sub-problem type, and the corresponding troubleshooter to launch. This configuration provides CSRs with a simple navigation path to the appropriate troubleshooter as they work with their customers.

You can specify Pega access roles to restrict content visibility to certain user groups (for example, organizations and managers). Role definitions occur at the category level, and child categories honor inherited roles from parent levels. Authors can enable content security on specific Pega Knowledge help sites. Only users with the required access roles can view articles at or under the category in which the access roles were defined.

Additionally, Pega Knowledge includes a variety of standard reports and graphs providing information on article usage, ratings, work, assignments, and historical data for analyzing contact center KPIs over time. By default, the charts and graphs are updated twice per day by an automated job run, but it can be set to run more often.