Pega Knowledge overview
Pega Knowledge is a centralized solution that provides quick, accurate, and consistent answers to customer and CSR questions. The application provides the tools and configuration capabilities to create rich multimedia content that the system can suggest contextually or search for when and where users need it. Pega Knowledge is designed for use out of the box and does not require further extensions or customization to begin creating or importing content.
Pega Knowledge is integrated with Pega Customer Service™ and related industry solutions and provides simple configuration features to suggest contextual articles with service cases proactively. Pega Knowledge is available as an integration with Pega Sales Automation™ or a standalone application.
The Authoring portal
The knowledge portal provides authors with the tools and features that they require to manage the complete life cycle of content, from creation (draft) to approval and publication. The portal also includes tools to create, configure and deploy self-service knowledge and help sites.
The following figure shows the Pega Knowledge authoring portal:
Note: The view will vary depending on the authorization level of the user.
The Dashboard
The knowledge dashboard provides the key charts and actionable article usage information needed to manage your knowledgebase effectively.
The dashboard is designed to allow content authors and community moderators to customize their view of operational metrics and charts. The application includes a variety of charts, called widgets, and dashboard layout templates that users can easily modify.
To edit the dashboard, follow these steps:
1. Click .
2. In the panel, click to change the template format. Each template includes a preview of the number, size, and relative position of slots.
3. Click and select the desired widget. The Pega Knowledge widgets are under the Knowledge portal category. This category identifies the widgets related to Pega Knowledge capability.
4. Click .
5. Click .
Your personalized dashboard is now displayed.
Tools and reports
The navigation pane of the authoring portal provides quick access to the main knowledge management pages, configuration tools, and reports.
In the following image, click the + icons to examine the links that are available in the navigation pane:
This Topic is available in the following Modules:
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