Pega Knowledge 86 User Guide - 0

Pega Knowledge
User Guide
8.6
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Document: Pega Knowledge User Guide
Publication date: May 11, 2021
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ii | Pega Knowledge User Guide

Contents
Contents
Pega Knowledge User Guide.................................................................................................................................................................... 5

Key features................................................................................................................................................................................................. 6
Access groups.............................................................................................................................................................................................. 7
About the Knowledge portal..................................................................................................................................................................... 8
Customizing the dashboard........................................................................................................................................................ 8
Importing content....................................................................................................................................................................................... 8
Downloading the CSV file............................................................................................................................................................ 9
Populating the CSV file................................................................................................................................................................ 9
Adding additional data attributes to the CSV file.................................................................................................................. 11
Importing the CSV file................................................................................................................................................................12
Viewing the import results........................................................................................................................................................ 12
Exporting content..................................................................................................................................................................................... 13
Content templates.................................................................................................................................................................................... 13
Creating a template....................................................................................................................................................................13
Deleting a template....................................................................................................................................................................14
Content management life cycle..............................................................................................................................................................14
Taxonomy..................................................................................................................................................................................... 15
Adding a new taxonomy category............................................................................................................................. 15
Editing a category...........................................................................................................................................16
Deleting a category........................................................................................................................................ 16
Defining security........................................................................................................................................................... 17
Creating content......................................................................................................................................................................... 17
Publishing content...................................................................................................................................................................... 21
Approving draft content.............................................................................................................................................. 21
Publishing approved content...................................................................................................................................... 22
Creating draft content in the Pega Customer Service Interaction Portal........................................................................... 22
Changing content status............................................................................................................................................................23
Managing content....................................................................................................................................................................... 23
Editing content.............................................................................................................................................................. 23
Adding images...............................................................................................................................................................24
Linking to videos...........................................................................................................................................................24
Embedding videos........................................................................................................................................................ 24
Marking article text as internal.................................................................................................................................. 25
Adding references to other articles........................................................................................................................... 25
Archiving content.......................................................................................................................................................... 26
Cloning content.............................................................................................................................................................26
Using snippets.............................................................................................................................................................................26
Creating a text snippet................................................................................................................................................ 26
Adding snippets to articles..........................................................................................................................................27
Reassigning articles.................................................................................................................................................................... 27
Re-translating articles.................................................................................................................................................................27
Rejecting content........................................................................................................................................................................ 28
Printing an article....................................................................................................................................................................... 28
Multi-language management.................................................................................................................................................... 28
Enabling auto-tagging.................................................................................................................................................................29
Pega Knowledge Troubleshooters.......................................................................................................................................................... 30
Creating a troubleshooter......................................................................................................................................................... 30
Creating and adding questions to a troubleshooter............................................................................................................. 30
Creating questions in the Question repository...................................................................................................................... 32
Pega Knowledge User Guide | iii

Contents
Creating troubleshooter categories......................................................................................................................................... 32

Managing draft and published troubleshooters.................................................................................................................... 33
Deleting a question.................................................................................................................................................................... 33
Deleting a troubleshooter......................................................................................................................................................... 34
Adding a service case to a troubleshooter.............................................................................................................................34
Pega Communities....................................................................................................................................................................................35
Creating and managing a Community site............................................................................................................................. 35
Navigating a community site.................................................................................................................................................... 35
Starting a new discussion..........................................................................................................................................................37
Best answers capability............................................................................................................................................................. 37
Searching in the Community.................................................................................................................................................... 37
Community moderation...........................................................................................................................................................................37
Moderating posts and members..............................................................................................................................................38
Reviewing reported posts............................................................................................................................................38
Moderating a post........................................................................................................................................................ 38
Viewing user profiles....................................................................................................................................................39
Deactivating an account.............................................................................................................................................. 39
Marking a best answer................................................................................................................................................ 39
Reporting abusive or inappropriate posts................................................................................................................40
iv | Pega Knowledge User Guide

Pega Knowledge User Guide

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.
Help customers diagnose product or service issues

Create visually-engaging troubleshooting flows to guide customers and CSR's through diagnostic steps
to resolve issues.
Set up the solution quickly

Use Pega Knowledge out of the box to get your knowledge and community solutions to market quickly.
• Key features
• Access groups
• About the Knowledge portal
• Importing content
• Exporting content
• Content templates
• Content management life cycle
• Pega Knowledge Troubleshooters
• Pega Communities
• Community moderation
Pega Knowledge User Guide | 5

Key features
The following are some key features of Pega Knowledge. For a complete list of features, see the Pega
Knowledge Product Overview Guide on the Pega Knowledge product page.
Robust authoring and content management

• Author and rapidly publish knowledge content
• Manage the content life cycle from a single portal
• Capture and route feedback to authors to evaluate and refine answers
• Maintain pre-formatted article template styles for consistent content formatting
• Flexible taxonomy categories to logically classify and group content
• Guide content approval and publishing flows to ensure quality content
• Handle mass article status or author assignment changes using bulk processing
Language translation management

• Multi-language capability simplifies managing multi-language content
• Import and export articles to support article translations and migrating legacy systems articles to Pega
Knowledge
Content search
• Achieve higher visibility to your articles and community posts on popular search engines using Search
Engine Optimization
• Identify potential content gaps through search result analytics
• Improve relevant search results by using fuzzy search to compensate for misspelled search items
• Identify potential content gaps through search result analytics
Guided troubleshooting
• Help customers solve product or service issues using guided troubleshooting diagnostic flows
• Create troubleshooters that support linking related articles with questions, and the ability to insert
images or videos to provide a more visual diagnostic experience
Content visibility
• View how often content is viewed and rated
• Control content visibility using flexible security features
• Schedule periodic content reviews to ensure content freshness
• 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.
6 | Pega Knowledge User Guide

Access groups
When Pega Knowledge is installed, it contains pre-configured access groups. 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, and 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,
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.
The following table lists the pre-configured access groups and privileges that are provided when you
install Pega Knowledge:
Access group Capabilities
KMAuthor
• Configured with primary authoring role
• Creates draft content, and submits to the 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
Dev 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 they can add and edit comments and posts. This access
role can be assigned to the registered community members.

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 APIs 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.
• Customizing the dashboard
Customizing 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.
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. 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.
Importing content
Import content into Pega Knowledge from an external source such as a legacy content system or a
translation services vendor by using a pre-defined CSV file template. You can also update existing content
using this file template.
Note the following restrictions about the import process:

• You can only import content using the standard CSV file format.
• You cannot import file attachments. If an article has attachments, manually add the attachments after
the import.
• You cannot import embedded images in articles. If the image is a link to an external repository, the link
will be imported.
To import or update content, download the CSV file template from the Knowledge portal, populate the file
by mapping the data columns in the file to your Pega Knowledge content structure, and then import the
file.
This section contains the following topics:
• Downloading the CSV file
• Populating the CSV file
• Adding additional data attributes to the CSV file
• Importing the CSV file
• Viewing the import results
Downloading the CSV file

Download the CSV file from the Pega Knowledge portal and populate it with information about the
content that you want to import or update.
1. Log in to Pega Knowledge portal.

2. In the left navigation pane, click Knowledge > Content.
3. Click the Import Content tab, and then click Import.
4. In the Import content window, click Download Template.
Populating the CSV file

The CSV file template contains columns that represent the data that you map to your Pega Knowledge
content data structure. Each row and column represents an article. If the data columns do not match
your existing data structure, you can update the template by adding additional data columns. For more
information, see Adding additional data attributes to the CSV file later in this section.
The following figure shows an example of the CSV file template:
Pega Knowledge uses the Content ID column to import or update content, based on the following rules:
• When importing content, if you do not provide the content ID in the CSV file, Pega Knowledge creates a
new content ID for the article.
• When updating content, if you provide the content ID in the CSV file, the new content replaces the
existing content that matches that ID.

The following table lists and describes the data columns in the CSV file, and indicates whether that data is
required when updating or importing content in Pega Knowledge.
Note: The CSV file template has a limit of 32,767 characters (including spaces). Pega Knowledge
imports the content up to the character limit. If the number of characters exceeds the limit, you can
use the LinkToPrevious column as described in the following table to import the remaining content.
Data Column Description Required?
ContentID The content ID of the article in the Pega Knowledge portal. Y= if updating existing
content
The ContentID should exist in the system, and the format
should include the KC- prefix. Example: KC-123. N = if importing new
content
ContentTitle The title of the article. Y
ContentAbstract The abstract information for the article. Y
ContentType The type of content. Enter one of the following: Y

• URL - Refers to a URL that points to the content.
• Authored - Refers to a Pega Knowledge article (not a
link to another article or website).
If you leave this column empty, Authored is the default.
Language The default language used for the articles. English is the N
default language.
• To add another language, enter the 2-character
abbreviation for the language in the Language column.
For example, FR for French. To view a list of the 2-
character language abbreviations, in the Authoring
portal, select Configurations > Languages.
• If you leave this column empty, Pega Knowledge
uses the language specified in the pyDefault rule in
D_KMApplicationSettings.
• If you are updating content, you can specify the
associated language in the CSV file or you can edit the
article in the Pega Knowledge portal prior to importing.
Category The category associated with the article. N

• To associate an article with multiple categories, use
comma-separated values in the CSV file. Spaces are
not required after the commas. Example: Customer
Service,General Q & A.
• When importing content, if you leave this column
empty, Pega Knowledge uses the Uncategorized
category.
• If you specify a category that is not already defined in
the Taxonomy, the category is not linked to the content
and you will receive an Invalid category error.

Data Column Description Required?
• When updating content, if you add another category to

the CSV file, the new category is added to the existing
categories of the content.
Tags The tags or synonyms associated with the article. N

When importing or updating content, you can add multiple
tags as comma-separated values in the Tags column.
Spaces are not required after commas. Example: travel
tips,travel,foreign.
ContentBody The content of the article. Y

Note: HTML tags are supported only in
ContentBody because it uses the Rich Text Editor
(RTE).
LinkToPrevious Use this column to import the remaining content when Y = if you have
you have exceeded the 32,767 character limit (including exceeded the character
spaces) and there are additional articles to import. limit and you want to
import the remaining
Perform the following steps to import the remaining
content.
articles:
N = if you have not
1. Add the content to the next row.
exceeded the character
2. Enter True in the LinkToPrevious column. limit.
3. You can repeat steps 1 and 2 in subsequent rows for
large articles.
Note: Leave the ContentID column empty for
articles that you have added in the second row
and subsequent rows.
Adding additional data attributes to the CSV file

If the CSV file has data columns that do not match your existing data structure, you can add data
attributes to the CSV file that represent your existing data structure.
1. Define the additional attributes that you want to add to the CSV file as properties of the PegaFW-KM-
Data-ImportContent class.
2. Map the newly created properties to the existing properties of the PegaFW-KM-Work-Content class or
hierarchy:
• If you are importing new content, map the properties using the
PrepareImportedContentWorkPage data transform.
• If you are updating existing content, map the properties using the KMUpdateContent activity.
3. Add the new properties you created as column names in the CSV file.
4. Upload the updated CSV file in the KMImportContentDetails binary file rule.
5. To set the updated CSV file as the new pre-defined template, edit the KMImportContentDetails
binary file rule, and then upload the updated CSV file in the rule. Pega Knowledge users can now
download the updated file template.

Importing the CSV file

After populating the CSV file, perform the following steps to import the file. This process imports the new
content or updates the existing content in the Pega Knowledge portal.
1. Log in to the Pega Knowledge portal.

2. In the left navigation pane, click Knowledge > Content.
3. Click the Import Content tab, and then click Import. The Import content window appears.
4. Click Choose file, and then select the CSV file to import.
5. Click Import.
6. On the Web Options dialog box, click the Encoding tab.
7. In the Save this document as: field, select Unicode (UTF-8).
8. Click OK.
The imported content moves to the Knowledge Content - Imported workbasket. Pega Knowledge
generates a Content ID for each new article.
Only successful imports are moved to the Knowledge Content - Imported Workbasket. If errors occur
while importing the CSV file, error messages that describe the failure are displayed on the resulting
Import page.
Viewing the import results

After importing content, you can view the results of the import process in the Import content tab. This
page shows successful and failed imports, and includes the row numbers, generated IDs, and comments
(error messages) of the imported rows. The following example shows the result of the import process.

You can open an article by clicking the ID number or navigating to the Knowledge Content – Imported
workbasket. The content displayed in this workbasket is in the New-Draft stage, which allows you to
continue editing, approving, and publishing the content according to the standard Pega Knowledge
authoring flow.
Note the following:
• When updating content, the ContentID that you provided in the CSV file is automatically populated in
the Knowledge Content - Imported workbasket with the Pending- Publish status. You can navigate
to the workbasket and edit the content as needed.
• You cannot update content that has a KC-xx ID and a status of Withdrawn, Archived or Rejected.
Exporting content
You can export all or selected content in the Pega Knowledge portal file 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.
Content templates
Content templates provide pre-formatted styles that are used to create knowledge articles. Organizations
use content templates to provide consistency in certain content types, for example, Frequently Asked
Questions (FAQs), How-To documents, or other types of content that requires formatting for consistent
quality and clarity.
Note: Creating and maintaining content templates are restricted to administrators and publishers.
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 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 pane, 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 pane, expand Knowledge and click Templates.

2. Click the Delete icon.
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 supports the separation of content approvals and publication.
This approach is designed to support a more distinct quality assured content development methodology.
This graphic illustrates the stage-based iterative process for the content creation and its progression
through the three Pega Knowledge stages.
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 uses 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
• Publishing content
• Creating draft content in the Pega Customer Service Interaction Portal
• Changing content status
• Managing content
• Using snippets
• Reassigning articles
• Re-translating articles
• Rejecting content
• Printing an article
• Multi-language management
• Enabling auto-tagging
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

To create content or start a discussion that meets your content requirements when the existing categories
are not relevant for new content, add a new category. You can view sample categories in the taxonomy, for
example, Auto loans, Customer Service, Investment Options, and Retail Banking.
Before you begin: Before creating a taxonomy in the authoring portal, identify the categories
required for the business.
1. In the left navigation pane of Pega Knowledge portal, click Taxonomy.

2. On the Taxonomy page, click Add new category.

3. In the Category name field, enter the name of the new category.
4. Optional: To create the new category under the respective parent or top level category, click Change
and then select a parent category.
If you do not select the category, then the new category is created as a parent category.
5. Optional: To add security content visibility setting to a category, select the appropriate Authorized
role from the list, and then click Add.
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.
6. Optional: To add a knowledge expert to approve articles that are associated with this category:
• To add an external approver, select the Is approver external check box, and then add the external
email address in the External approver email field.
Note: If you choose the knowledge expert as external approver, you must configure the
service level agreement (SLA). The service level agreement defines intervals of time, such as
a goal and deadline. By using service-level agreements, you can standardize the way that
external approvers can either approve or reject the articles.
Note: An email notification is sent to an external approver email address with the article link
for review. This article link can be accessed for one time only.
• To add an internal approver, from the category knowledge expert list, select the approver.
• To assign the selected knowledge expert as an approver for all associated child categories, select the
Apply knowledge expert to all associated child categories check box.
7. To select an image to use for this category, click Choose file, and then click Upload.
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.
8. To save the new category, click Submit.
After you delete the category, any related content is automatically assigned to the Uncategorized
category. You should check the uncategorized categories in the Taxonomy page periodically to review
content and assign it to the proper 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.

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.
Defining security
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:08-03
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, category,
and publication date. The status of the content is assigned as New-Draft and remains in this status until
you click Submit to advance the content to the Approval stage. After submitting the content for approval,
the status changes to Pending-Approval. At any time during the creation process you can save the article
as a draft to continue working on it before submitting for approval.
Pega Knowledge supports two types of content:
• Authored (You add and format text manually).
• URL (You create a link to external content. Clicking the article name opens the URL content).
Note: If you are including images in your content, ensure that you upload images with .jpeg, .png,
and .gif formats only. If your image file has the .jpg extension, change the extension from .jpg to
jpeg. For more information, see Adding image settings in the Managing content section.
1. From the Knowledge portal, click Knowledge > Content.

2. On the Knowledge Content landing page, click New content. A New-Draft version is created to enter
the details, as in the following example:
3. In the Title field, enter a clear and concise title for your content.
When you enter the article title and move to the next field, the application automatically searches for
and displays the titles of any articles with the same or similar title. If you identify duplicate content,
click Resolve as duplicate to close the new article you were about to create. To continue creating the
article, click Continue, and then modify the article title if necessary.
4. In the Abstract field, enter a brief description for your content.
5. In the Categories section, click Add category to select the taxonomy category to which the content
belongs. You can select multiple categories for the same content.
6. Add text in the Content section by using one of the following methods:
• To add and format text manually, enter text in the rich text editor. To include reusable text snippets
in your content, see Using snippets.
• To add a source URL that links to the content, select URL in the Content type drop down box,
and then enter the content URL details in the Content Source URL text field, as in the following
example:

Note: Ensure that you test the URL by clicking Save Draft, and then clicking Preview to view
the content as an end user would see it in your application. Verify that the URL redirects and
that popups or other types of authentication do not block access to the content.
7. Click the Language drop down box under Publish settings to select the default language for the
article.
8. If you plan to post a translated version of this article in one or more additional languages, select the
Add languages check box. If this article will not be translated, continue to step 11.
9. Click the New translation link that appears, select a language, click Add, and then click Submit. You
can select multiple languages.
When you publish the article, Pega Knowledge creates cloned draft versions of the original article that
can be translated into the selected languages. The draft articles are routed to the Knowledge Content
- Translations work basket, where an author can translate it to the specified language or export it to a
CSV file to send to a vendor for translation. For more information, see Multi-language management.
10. Configure when you want to publish and archive the article. By default, the article will be published
upon approval and will never be archived.

• To publish the article at a specified time - In the Publication drop down box, select At selected
time, and then click the calendar icon that appears to select a date on which you want to publish
the article.
• To archive the article on a specific date - Click the Expire on drop down box, select At selected
time, and then click the calendar icon that appears to select a date. The article will be automatically
archived on this date and will no longer be available to end users.
11. Optional: To set up an automatic content review notification in a specified time period (for example,
6, 12, or 18 months), select the Schedule review in check box, and then select the time period from
the drop down box that appears. On the scheduled review date, a notification is automatically emailed
to each author in the system with a valid email address, and the articles are routed to the Pending-
Publish work basket.
To send email notifications, the related Pega Knowledge email account must be configured and active.
For more information, see Configuring email accounts in the Pega Knowledge Implementation guide.
12. Configure who can view this content and whether to show the version number on the content:
• For internal use (employees only) – select this check box to make this content visible only to
employees. Note that other Pega Knowledge security restrictions, if specified in the associated
Taxonomy category, are also applied to employees. For more information, see Defining security.
• Show version number on content- select this check box to show the version number on the
content page viewed by end users.
13. Optional: You can add tags, attachments, links to internal or external web sites, and references to other
Pega Knowledge articles to your content. These references are useful for providing information related
to your content. After adding a reference on any of these tabs, the item that is referenced displays
when you select the tab, as in the following example:

• To add tags to the article, click the Tags tab and begin entering a tag name. The text box shows a list
of tags to choose from. Select a tag and then click Add. You can select more than one tag. You can
also enable auto-tagging. For more information, see Enabling auto-tagging.
• To add attachments to the article, click the Attachments tab, and then click Add. On the Attach
file(s) dialog box, click Select file(s) to browse for a file, or drag-and-drop a file in the designated
area. Click Attach.
• To add a link, click the Link tab, and then click Add. In the Attach a link dialog box, enter a name
for the link, and then enter the URL. Click Submit.
• To add a reference to a related article, click the Content tab, and then click Add. In the Add article
references page, select the articles that you want to reference, and then click Submit.
14. If the content is ready for submission, click Submit to move the content to the Approval stage and
change the status to Pending-Approval. If the content is not ready for submission, click Save Draft to
save the draft content and continue working on it later.
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. 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 publisher 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.
Creating draft content in the Pega Customer Service Interaction Portal

In Pega Customer Service Interaction Portal, customer service representatives (CSRs) and managers can
create a draft article to submit to the Pega Knowledge authoring team for editing and publishing.
To save time and allow CSRs to quickly draft article text or ideas for an article, CSRs are presented with a
simplified text box to enter content. They are not required to enter an article title, abstract, or category
before submitting. However, when Customer service managers create draft content, they must enter an
article title, abstract, and category before submitting. For detailed information on creating content, see
Creating content.
Note: To create draft content, the following access groups are required:
• CACSR (for CSRs)
• CAManager (for Customer service managers)
1. In the Knowledge management pane of the Interaction portal, click the Other actions icon, and then
select Suggest Article from the menu.
2. Depending on your role, perform one of the following actions:
• Customer service managers: Complete the following required fields: Title, Abstract, Categories
(select at least one category), and then enter your article content.
• Customer service representatives: Add the article text or suggestion in the Create article
suggestion text box.
3. Click Submit.
The draft article or idea is routed to the Knowledge Content - Content Candidates (KCC) workbasket
in the Knowledge portal.

Changing content status

The KMPublisher and KMSysAdmin roles can use the new bulk processing option in the content view to
change article statuses in-bulk. This automates the processing of changing the article statuses, rather
than manually changing the individual article statuses through the standard authoring and approval flow.
After selecting the desired articles, authors can change the status of those articles to Resolved-Published,
Pending-Approval, or Pending-Publish.
1. In the left navigation pane of the Knowledge portal, click Knowledge > Content.
2. In the All content tab, search for the content based on your criteria.
3. Select the content check box for which you want to change the content status and then click Bulk
processing.
4. In the Change status window, select the required status from the Status menu. For example, if you
want to change the current content status Pending-Publish to Resolved-Publish, select Resolved-
Publish.
Managing content
After creating content, you can manage that content in a variety of ways. For example, you can edit the
content, add images, add references to other articles, and so on.
• Editing content
• Adding images
• Linking to videos
• Embedding videos
• Marking article text as internal
• Adding references to other articles
• Archiving content
• Cloning content
Editing content
Publishers can make changes to existing or published content. When a publisher is editing published
content, the current version of the content remains available for end users.
1. In the left navigation pane, 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 images
You can add images to your content. The image format must be PNG, JPEG, or GIF.
After you browse, select, and upload an image, perform the following steps:
1. Select the image, and then 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.jpeg).
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. Using an absolute URL enables
non-Pega web applications to render the image in the content. If your organization plans to
support extensive multimedia or image-intensive content, 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.
Linking to videos
You can add links to videos in your content from internal sites or external sites. In the text editor, you can
create a link from existing text, or create new text for the link.
Note: Do not store large videos in the Pega Knowledge database as file attachments because their
size can potentially impact the application's performance.
1. Open the video and copy the URL.

2. Do one of the following:
• To create a link from existing text, select the text, and then click the Link icon.
• To create a link using new text, position the cursor where you want to add the link, for example, on a
new line, and then click the Link icon.
3. In the Link dialog box:
• If using existing text, paste the URL for the video in the URL field. Note that the text you selected
automatically appears in the Display Text field.
• If adding a new text for the link, enter the text in the Display text field, and then enter the URL for
the video in the URL field.
4. Optional: Click the Target tab to configure how you want the video to display (for example, in a new
window a popup window, and so on). By default, the video displays in a new window.
5. Click OK.
6. Click Save Draft, and then click Preview to view and test the link.
7. To update the link, select the link text, and then click the Link icon.
Embedding videos
You can embed videos in your content from internal sites or external sites such as YouTube™,
Dailymotion™, and so on. To embed a video, the video must include an Embed code. If the video does not

include an Embed code, you cannot embed it. Consider linking to the video instead. For more information,
see Linking to videos later in this section.
1. In the text editor, click Source to view the HTML source code for the page.
2. Position the cursor where you want to place the video, and then paste the Embed code.
3. Click Source to exit the HTML source code view. The video displays in the content body in the editor,
and you can play the video.
4. To adjust the size of the video display, click Source and edit the appropriate Embed code tags.
Note: For security reasons, the Google Chrome browser may generate an error when you
publish an article with the Embed code. However, you can refresh the Google Chrome browser
to verify 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 representatives can see the full article. External users, such
as Pega Knowledge help site users, cannot see the sections marked as internal.

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:

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.
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, it does not display in search results.

2. Search for and select the content that you want to archive.
3. From the Actions menu, click Archive content. A dialog box displays a Comments section for you to
enter the reason for archiving the article. When you open an archived article, the archive comments
display at the top of the article.
4. Enter the reason for archiving the article, and then click Submit.
The content status changes to Resolved-Archived.
Cloning content
The clone content feature creates a copy of 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.

2. Click the content that you want to clone.
3. From the Actions menu, click Clone content. The content status appears as New-Draft.
Using snippets
Pega Knowledge snippets enables authors to reuse specific pieces of text in multiple articles, for example,
a reoccurring paragraph that describes terms and conditions or other common terms and phrases.
Authors can create, publish, and archive snippets. Other authors can then add the published snippets to
the body of an article, and when the original snippet is changed or updated, the changes are automatically
updated in all of the content that use that snippet.
Optionally, when creating snippets, you can also set the visibility of a snippet based on one or more access
roles. Only users with the selected access roles can see the snippet text. Access role-based snippets allow
you to create a single article with multiple paragraphs, sections or lines of text that support many different
groups by region or line of business, without the need to create multiple articles.
• Creating a text snippet
• Adding snippets to articles
Creating a text snippet

You can create text snippets so that you can reuse specific pieces of text, such as a paragraph of terms
and conditions, or other reoccurring sentences and phrases in multiple articles.
1. In the left navigation pane, click Knowledge > Snippets.

2. On the Snippets page, click New Snippet.

3. On the New snippet page, enter a unique name that describes the purpose of the snippet in Title text
box, and then enter the text that you want to reuse in the content body.
4. Optional: To add one or more access roles to the snippet, select each access role from the Authorized
role list, and then click Add. Only users with the selected access roles can view the snippet text in an
article.
Note: For visibility into Pega Customer Service access roles, the author must have
CSKMSecurityAdmin in their access group. For more information on CSKMSecurityAdmin, see
Defining Security.
5. To save the snippet as a draft, click Save draft.
To view draft snippets, from the left navigation pane, click Knowledge > Snippets, and then click the
Draft tab.
6. Click Publish to publish the snippet and make it available for use in other articles.
To view published snippets, from the left navigation pane, click Knowledge > Snippets, and then click
the Published tab. You can now add the snippet to multiple articles.
Adding snippets to articles

You can add published snippets to content body based on your needs. To insert a text snippet in content
body, follow these steps:
1. In a rich text editor, click inside the content body in the place in which you want to insert the text
snippet, and then click the Add a snippet icon to view a list of available snippets.
2. In the Add Snippet window, select the snippet that you want to add to the content body.
3. To remove an existing snippet from content body, select the snippet and click Remove a snippet
4. To save the changes, click Save draft.
Reassigning articles
Using the bulk processing capability, Pega Knowledge users with KMPublisher or KMSysadmin role can
transfer (reassign) articles in bulk, and can also withdraw or reject content. Users can filter articles by
status, author, or work queue. Pega Knowledge users can select the desired bulk action such as Transfer,
Withdraw, or Reject content.
1. In the left navigation pane, click Work > Transfer work.

2. In the Process articles, filter the articles based on Status, author and queues and click Filter
articles.
3. Select the check box for the articles you want to transfer or reassign the articles.
4. Click the Select action button and then click Transfer.
5. In the Transfer window, select to whom you want to transfer or reassign the selected articles. You can
reassign or transfer the articles to a particular operator, reporting manager, work queue, work group,
or to a work group manager.
Re-translating articles
Using the re-translation capability, authors can edit and send the updated master language articles for
re-translation through the auto-translate API, if the article has linked translated versions. Articles are sent
back through the auto-translation API and returns the linked re-translated versions based on the latest
master article edits. These re-translated articles are set to Pending-Publish status and routed to the
translation workbasket for final review and publishing.

1. In the left navigation pane of the Knowledge portal, expand Knowledge and click Content.
2. Search for master language articles, and click the content that you want to edit that has linked
translated versions.
3. If you plan to post a translated version of this article in one or more additional languages, select the
Add language check box.
4. To send the updated master language articles for re-translation through the auto-translate API, select
the Re-translate content upon publish check box.
The auto-translate API returns the linked re-translated versions based on the latest master article
edits. These re-translated articles are set to Pending-Publish status and routed to the translation
workbasket for final review and publishing.
Rejecting content
As an Approver or a Publisher, you can reject content that is not appropriate or content that require
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 work on.
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.
What to do next:
You can add rejection notes, which explain 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 no longer required.
Printing an article
Using the Pega Knowledge portal, you can print an article (including images) to review in a hard copy
format.

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 feature, authors can create and manage articles with linked translated
versions. Language management does not translate articles. Language management lets you export

the article, send it to an external translation vendor, and then import it back into the Pega Knowledge
application for final publication.
After the original 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 original 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 published original 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 indicates to the translation vendor the appropriate language for that
article.
Pega Language packs do not translate Pega Knowledge articles, but provides localization for the
Knowledge portal for menu options, navigation pane labels, and other UI elements that are handled in the
language pack.
Enabling auto-tagging
Pega Knowledge administrators or site managers can enable auto-tagging for articles using 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.
1. In the left navigation pane, click Configurations > Auto tagging.

2. On the Auto-tagging page, select the Enable auto-tagging for articles check box as in the following
example:
3. Select the number of automatic content tags to create from the Limit tag suggestions to drop-down
list. By default, the limit is set to 3.
4. Click Save.

Pega Knowledge Troubleshooters

Pega Knowledge Troubleshooters provide 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 troubleshooters using web self service portals. Customer
service representatives can access troubleshooters from the Pega Customer Service Interaction portal.
You can add multiple types of questions based on the type of question and the expected responses from
end users. Troubleshooter questions can also launch other troubleshooters to support more complex
diagnostic scenarios.
• Creating a troubleshooter
• Creating and adding questions to a troubleshooter
• Creating questions in the Question repository
• Creating troubleshooter categories
• Managing draft and published troubleshooters
• Deleting a question
• Deleting a troubleshooter
• Adding a service case to 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 pane of the Knowledge portal, click Knowledge > Troubleshooters.
2. To create a new troubleshooter, in the Troubleshooters page, 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 Draft troubleshooters tab. You can now create and
add questions 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 an appropriate article. You can
create and add a question for a particular troubleshooter and the same question can be added to the
question repository. Similarly, you can add a question that can be modified for reuse from the question
repository.
For more information on creating and adding a question to the Question repository, see Creating questions
in the Question repository, later in this section.

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
question type. You must determine the order of questions before you create the questions.
1. From the left navigation pane of the Pega Knowledge portal, click Knowledge > Troubleshooters. and
then click Draft troubleshooters tab.
2. In the Draft troubleshooters tab, click the appropriate troubleshooter name link from the
troubleshooters list.
3. Click Add question. You can add a question to a troubleshooter in two ways, one way is by adding
an existing question from the question repository or another way is by creating a new question for a
particular troubleshooter.
4. If you want to add an existing question from the question repository, select the Choose from
Question repository check box.
a. In the Repository questions text box, search for the question that you want to add by using the
first the three letters of the question or by using the Repository question code, for example RQ-02.
b. Select the question that you want from the list. The Answer/Information and Response type auto-
populates. You can make changes to the question if required.
5. To create a new question, enter the question in the Question text box.
6. 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 choices that a user can select.
• Textbox- You can add a text box that allows users to enter text. For example, user can give
feedback.
• Answer / Information- You can add text as answers or links an article from a particular category
using the rich text editor.
• Launch Troubleshooter- Select another diagnostic or troubleshooter from the Launch another
diagnostic drop-down list. This helps the user to find the information by navigating to another
troubleshooter.
7. You can add a service case in the rich text editor or as a suggested action.
a. To allow customer service representatives or customers to launch a service case from the inline text
of the question, 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.
b. To allow customer service representatives or customers to launch a service case from the
Suggested actions section, click Add item in the Suggested actions section. Search for the case
type and click Add.
Note: To add and launch a particular case type from the troubleshooter article, you must
configure the Pega Knowledge troubleshooters with your Pega Customer Service application.
For more information, see Configuring troubleshooters for Pega Customer Service in the Pega
Knowledge Implementation Guide.
8. If the current question is the response to any of the previous questions, select the dependent 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.
9. 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.
10. 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.
11. Click Save. This question now gets displayed in the troubleshooter question list.

Creating questions in the Question repository

In Pega Knowledge troubleshooters, the question repository consists of questions that can be reused
for multiple troubleshooters. Question repository helps you to avoid creating duplicate articles
and a question added to a repository can be used for multiple troubleshooter. You can add these
repository questions to any of the troubleshooters. You can create and add a question for a particular
troubleshooter and the same question can be added to the question repository. Similarly, you can add a
question to a particular troubleshooter from the question repository that can be reused as is or by making
changes.
You can create repository questions using a radio button, text box, answer or information and launch a
different troubleshooter. Each question that you create gets assigned with a Repository question id (RQ)
and the type of question. You can edit the existing repository questions and you can also update all the
questions that are referenced to the various troubleshooters.
1. From the left navigation pane of the Knowledge portal, click Knowledge > Troubleshooters, and then
click Question Repository tab.
2. Click Add repository question.
3. Enter the question in the Question text box. This question gets displayed in the question list.
4. Select the fields that you want to add to the questions 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.
5. To add related service cases for the current repository question, in the Suggested Actions section,
click Add item. Search for the service cases that you want to add and click Submit.
6. 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.
7. Click Save.
Creating troubleshooter categories

In the Pega Knowledge portal, as a KMSysadmin or KMPublisher you can use the troubleshooter
categories configuration tool to create the troubleshooter categories based on the targeted product areas
and related problem types, sub-problem types, and the corresponding troubleshooter. This approach
provides a simple way to navigate to the appropriate troubleshooter by selecting their product, main
problem area, and then the sub-problem type. Once the sub-problem type is selected, the corresponding
troubleshooter is automatically launched. The navigation configuration is leveraged in both the Customer
Service interaction portal and web self-service applications, ensuring a consistent troubleshooter selection
experience, across channels. Customer service representatives can utilize drop-down menus to select the
product, problem type, and sub-problem.
1. In the left navigation pane of the Knowledge portal, click Configurations > Troubleshooter
categories.
2. Click Add product.
3. In the Create product window, enter the product name.
4. To add any icon to the product, click Upload file and select the image from your local media.
5. To add a problem type to a product, click Add problem/sub-problem.

a. In the Add problem or Subproblem, select the Product name from the Product name drop-down
list.
b. If you adding a sub-problem for a product, select the Is sub problem check box.
6. Enter the problem name in the Problem field.
Managing draft and published troubleshooters

As an author, you can edit and rearrange questions, and save these troubleshooters in the draft stage,
without affecting the published troubleshooters. This functionality provides the means to improve
quality versions before publishing the final troubleshooters and easily manage both draft and published
troubleshooters from the Draft troubleshooters and Published troubleshooters tabs. You can view the
draft version of troubleshooters in the Draft troubleshooters tab. After completing the edits, you can
publish the updated troubleshooters.
1. To edit a troubleshooter that is in draft stage:

a. From the left navigation panel of Pega Knowledge portal, click Knowledge > Troubleshooters, and
then click Draft troubleshooters tab.
b. In the Draft troubleshooters tab, click the appropriate troubleshooter name link from the
You can add questions to the selected troubleshooter. For more information, see Creating and
adding questions to a troubleshooter in this section.
c. To rearrange questions, click Reorder questions.
d. Use the drag and drop functionality to change the sequence of questions, and then click Submit.
2. To edit a troubleshooter that is in published stage:
a. From the left navigation panel of Pega Knowledge portal, click Knowledge > Troubleshooters, and
then click Published troubleshooters tab.
b. In the Published troubleshooters tab, click the appropriate troubleshooter name link from the
You can add questions to the selected troubleshooter. For more information, see Creating and
adding questions to a troubleshooter in this section.
c. To reorganize questions, click Reorder questions.
d. To change the sequence of questions, use the drag and drop functionality, and then click Submit.
3. To view the hierarchical flow chart of troubleshooter, click Toggle graphical view.
4. To the publish the troubleshooter after making changes, click Publish.
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.
1. In the left navigation pane of the Knowledge portal, 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 are also deleted.
1. From the left navigation pane, click Knowledge > Troubleshooters.

2. In the Troubleshooters tab, click the Delete icon of the troubleshooter that you want to delete.
Adding a service case to a troubleshooter

You can add a service case to the Pega Knowledge troubleshooters.
To verify and add a service case to a troubleshooter, complete the following steps:
1. Log in to the Pega Knowledge portal.

2. From the left navigation pane, click Knowledge > Troubleshooters, and then click the
Troubleshooters tab.
3. Click the appropriate name from the troubleshooters list.
4. Click Add question. You can add a question to a troubleshooter in two ways: add an existing question
from the question repository or create a new question for a particular troubleshooter.
5. To add an existing question from the Question repository:
a. Select the Choose from Question repository check box.
b. In the Repository questions text box, search for the question that you want to add by using the
first three letters of the question or by using the Repository question code, for example RQ-02.
c. Select the question that you want from the list. The Answer/Information and Response type fields
autopopulate.
6. Make changes to the question if required:
a. Enter the question title in the Question text box.
b. Select the fields that you want to add to the articles from the Response type drop-down list:
• Radio button – Provide a list of choices that a user can select.
• Textbox – Add a text box that allows users to enter text. For example, to provide feedback.
• Answer / Information – Add text as answers or link an article from a particular category by using
the rich text editor.
• Launch Troubleshooter – Select another diagnostic/troubleshooter from the Launch another
diagnostic drop-down menu. This helps users to find information by navigating to another
troubleshooter.
7. To allow CSRs to launch a service case, click the Case types icon in the rich text editor.
8. Search for the case type, and then click Add.
You can add the service cases (case types) in the rich text editor that you have configured. Alternatively,
you can use the Suggested actions gadget to specify service cases outside of the rich text editor area.
9. Click Save. The question displays in the troubleshooter question list.
For more information on the full capabilities of Pega Knowledge, see the Pega Knowledge Overview Guide
on the Pega Knowledge product page.

Pega Communities
Pega Communities provides an ability for your customers, partners, and employees to explore and discuss
solutions to common questions and issues. Community members can leverage the expertise of their
peers and your business experts to openly collaborate and find answers in a safe, moderated forum.
Using Pega Customer Service, customer service representatives can view a summary of the most recent
community posts by a customer, view all of the customer's posts, and open a full discussion thread to
see an entire conversation for full context. Customer service representatives can reply to a post which
is automatically marked as Best Answer or can mark an existing reply as Best Answer if a participating
member has already provided the correct answer.
• Creating and managing a community site
• Navigating a community site
• Starting a new discussion
• Best answers capability
• Searching in the Community
Creating and managing a Community site

You can create, configure, and publish a community site from the Community page in the Knowledge
portal. Pega Knowledge supports the creation and deployment of a single community site. A sample site is
provided for reference only.
Published tab
Displays the published community site, and the sample (site provided with the installation), displaying
the community title, author name, last updated date, and status. When you select a community site,
you are directed to the community configuration page. You can update the configuration setting and
styles and click Publish to publish the changes.
Click Save Draft to save your changes in draft. This helps you to review the site and publish later.
Draft tab
Displays the draft community sites details, and status. When you select a community site, you are
directed to the community configuration page. After updating the configuration settings, click Publish
to publish the community site or click Save Draft to save the community site as a draft.
Navigating a community site

The community site provides navigation that allows users to explore discussions by category, view recent
posts and replies, view topics that are trending in the community, and quickly view their own posts and
replies.
Community members can reply to posts to provide solutions and answers to common questions. The
creator of a post can mark a reply as Best Answer, allowing other members with the same question
to find that answer. Replies marked as Best Answer are automatically routed to a Pega Knowledge
workbasket as knowledge content candidates, If approved and promoted to a Pega Knowledge content,
community best answers can be another source for providing valued content leveraged by both internal
and external users.

Categories
On the Categories tab, you can see the categories that are available in the community site. Select a
category to view relevant questions and solutions. You can also comment, reply, and follow the posts.
Recent
In the Recent tab, you can see the most recent posts and replies.
Trending
In the Trending tab, you can see the most active posts in the community.
My discussion
In the My discussion tab, you can see the list of the discussions that you started and the discussions
that you follow.
Badges
Pega Communities provides an awards and badging capability to encourage active participation among
members. Members earn badges based on reaching thresholds for number of replies, best answers,
use of tags, and a variety of other criteria. In the Badges tab, you can see the badges that you have
earned, details about the other badges that you can be awarded, and the criteria that are required to
earn them.
Start a discussion
Click this option to start a discussion and enter your question. For more information about starting a
new discussion, see Starting a new discussion, later in this section.
Recent badges
Displays the recent badges received by community members.
Follow
Members can follow the community posts and discussions to track. You can see all the followed posts
and discussions in My discussion tab.
Send emails to new replies
Members can now optionally receive email notifications when a post receives a new reply or
comment. The notification option is post-specific and the member can easily opt-out of receiving email
notifications.
Popular tags
Displays the commonly used tags in the community. Click a tag to search for relevant articles or
discussions.
More like this
Members can now see the community post links and articles based on the tags associated with the
existing community post.
Member name drop-down
Members can edit their profile by selecting the Profile option from the member name drop-down
in the header of the community site. Members can change their community account password by
selecting the Change password button, and can edit their user name and any personal or professional
skills they want to be associated with their community account using the Edit button.

Starting a new discussion

Members can start a new discussion when they are looking for an answer or information that is not
already available in the forum.
1. On the community site, click Start a discussion.

2. Enter the topic title.
3. From the Category list, select a category that you believe best classifies your question or topic.
4. Enter the description of the question or topic. You can apply styles, upload images, and provides
hyperlinks to external websites.
5. Enter a tag name or select from the available tags to help other members more effectively search for
your question or topic. You can specify multiple tags to a topic.
6. To save your changes and make your discussion public, click Post.
Best answers capability

Pega Communities allows a member to mark a reply as the Best Answer for their question or post. Only
the owning member of the post or a moderator can mark a reply as Best Answer. Replies marked as best
answer by a moderator are flagged as Moderator Best Answer, to differentiate them from a member's
best answer flag.
The Mark as Best Answer option is enabled if you have started a discussion on the community site. You
can select the Best Answer based on the discussions and replies. When a reply is marked as Best Answer,
a copy of the post is placed below the original question, allowing other members to quickly see the Best
Answer in the discussion thread.
When a community post or reply is marked as Best Answer, note the following:
• The application automatically creates a draft knowledge article with the post's original question and
the best answer, and routes it to the Knowledge Management > Workbaskets > Knowledge Content
- Content Candidates.
• An author can open the content candidate and determine if it qualifies as a published article, and click
Approve to save the draft content. Once approved, the content moves through the standard Pega
Knowledge content approval process prior to publication.
• Optional: Click Actions > Reject Content Candidate to delete the draft content.
Community members who are following a discussion receives a notified by email that a Best Answer has
been provided. The member can click on the provided link to view the discussion and the Best Answer.
Searching in the Community

Community members can search for answers when they are in the discussion view by entering search
terms in the search bar located in the banner image area or the tab area. Pega Communities use a
combined search result display which shows both relevant community posts and knowledge articles. This
allows the member to find answers quicker, regardless of whether they are in the form of a post or a
knowledge article.
Depending on which site the user is in (for example, Community or Knowledge help site), clicking on an
article or post search result navigates the user to the native site to read the full article or discussion.
Community moderation
With community moderation, you can continuously monitor the community site to ensure that it is active,
healthy, and safe forum for customers and business partners. As a moderator, you can browse the

community sites and see the posts that require proactive action, rather than waiting for a member to
report an issue.
Moderation dashboard
In addition to moderation capabilities available directly on the community site, the KMModerator user is
also provided moderation tools directly in the Knowledge portal, accessed from the Moderation link under
the Community navigation panel option.
Log in to the Knowledge portal as a moderator to view the Moderation dashboard. The Moderator
dashboard provides a view of the following community-related charts:
• Community activity report by day, week, month, or year, such as new posts, and answered or
unanswered posts.
• Best answers accepted and rejected chart gives an insight on number of best answers that are
converted to published content and the number of best answers that are rejected.
• Moderating posts and members
Moderating posts and members

A moderator can open a reported post case and can review the discussions for the case to understand
the context of the entire thread, such as why the post was made, and whether or not the entire discussion
needs to be addressed.
The Pega Knowledge portal provides a moderation tool that is used to monitor reported posts. To access
this tool, In the Knowledge portal's left navigation pane, click Community > Moderation.
The Moderation page consists of the Reported posts tab and the Members tab.
• Reviewing reported posts
• Moderating a post
• Viewing user profiles
• Deactivating an account
• Marking a best answer
• Reporting abusive or inappropriate posts
Reviewing reported posts

As a moderator, you can review reported posts and take various actions on individual posts, the entire
discussion thread, or the owning member of the post. The Reported posts tab displays a complete list of
reported posts.
You can search for a reported post by using the post title and post types. In the Reported posts tab, enter
the post title and select the post type from the All reported drop-down list.
Moderating a post
As a moderator, you can perform various actions on individual posts or on the entire discussion thread.
1. In the left navigation pane of the community site, select Community > Moderation.
2. In the Reported posts tab, under the post content column, click a post link. A post content page
displays.
3. To close the reported post, click Resolve.

4. To cancel the changes, click Cancel.
Viewing user profiles

Moderators can view user profiles, to review basic member information such as when they joined the
community, email address, skills, and discussion activity including original posts, past moderator actions,
and replies and comments to other posts.
As a moderator, you can take action on a member, if warranted. Actions include sending an email or
deactivating a member's account for a configurable period (for example, 1-day, 7-days, 30-days, 60-days,
or indefinitely, if necessary). When a member's account has been deactivated, they can still access the
site, but with read-only access to the discussions (no participation is allowed). Only a moderator can
"reactivate" a member's account.
As a moderator, you can perform the following actions on members in a community:
• Deactivate member accounts (member's login is revoked), for 1 day, 7 days, 30 days, 60 days, or
indefinitely. When a member's account has been deactivated, the member will receive an email
notification from the moderator stating the action. Once the deactivation period has been reached, the
member's account will be reactivated and they will receive an email notifying them of the reactivation.
• A moderator can also manually reactivate a deactivated member account.
Deactivating an account
When a member's account is deactivated for certain period of days, after the deactivation period is
completed, the system agent, PegaKMPortal runs, and removes the member from deactivation status.
This agent runs every day at 12 am IST.
To modify the agent rule, follow these steps:
1. Log in to Dev Studio.

2. In the Explorer pane, click Records > SysAdmin > Agent Schedule.
3. In the Key Contains field, enter PegaKMPortal.
4. Click Run.
5. Click the PegaKMPortal account you want to update.
6. In Schedule tab, click Advanced.
7. Edit the required parameters such as Start Time, Time Zone, and Pattern.
8. Click OK.
Marking a best answer

As a moderator in a community site, if you see the correct and the best answer in a discussion, you can
mark that reply as Moderator Best Answer. The site automatically updates the original post as answered,
and places a copy of the Moderator Best Answer reply immediately below the post so other interested
members can quickly see the answer as well, without having to scroll or search through long discussion
threads.
CSRs can also view customer posts and discussion threads and also have the ability to mark a Best
Answer. CSRs Best Answers are also marked as Moderator Best Answers in the community site.

Reporting abusive or inappropriate posts

You can allow community members to report a post and submit their comments to the moderators.
Pega Communities ships with a few sample reasons that you can edit, or delete, or you can add your own
reasons for reporting a post.
When a member selects the Report post option on a post, they are presented with a modal window
where they can select the reason for reporting a post reason and can optionally enter a note to provide
more details about why they are reporting the post.
To allow members to report abusive posts:
1. From the Knowledge community, select the Allow user to report posts and comments to
moderators check box. After you select this option, users can edit, delete or add reasons for reporting
a post.
2. Click Add reason and enter the reasons for reporting a post.

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ii | Pega Knowledge User Guide

Pega Knowledge User Guide.................................................................................................................................................................... 5

Pega Knowledge User Guide | iii

Creating troubleshooter categories......................................................................................................................................... 32

iv | Pega Knowledge User Guide

Pega Knowledge User Guide

Deliver answers quickly

Improve answer consistency & quality

Increase customer engagement

Help customers diagnose product or service issues

Set up the solution quickly

Pega Knowledge User Guide | 5

Robust authoring and content management

Language translation management

6 | Pega Knowledge User Guide

Access group Capabilities

Pega Knowledge User Guide | 7

About the Knowledge portal

• Customizing the dashboard

Customizing the dashboard

1. Click the Edit dashboard icon.

8 | Pega Knowledge User Guide

Downloading the CSV file

1. Log in to Pega Knowledge portal.

Populating the CSV file

Pega Knowledge User Guide | 9

Data Column Description Required?

ContentTitle The title of the article. Y

ContentAbstract The abstract information for the article. Y

ContentType The type of content. Enter one of the following: Y

Category The category associated with the article. N

10 | Pega Knowledge User Guide

Data Column Description Required?

• When updating content, if you add another category to

Tags The tags or synonyms associated with the article. N

ContentBody The content of the article. Y

Adding additional data attributes to the CSV file

Pega Knowledge User Guide | 11

Importing the CSV file

1. Log in to the Pega Knowledge portal.

Viewing the import results

12 | Pega Knowledge User Guide

Pega Knowledge User Guide | 13

1. In the left navigation pane, expand Knowledge and click Templates.

Content management life cycle

14 | Pega Knowledge User Guide

• Adding a new taxonomy category

Adding a new taxonomy category

1. In the left navigation pane of Pega Knowledge portal, click Taxonomy.

Pega Knowledge User Guide | 15

1. On the Category page, click the Edit selected category icon.

16 | Pega Knowledge User Guide

1. From the Knowledge portal, click Knowledge > Content.

Pega Knowledge User Guide | 17

18 | Pega Knowledge User Guide

Pega Knowledge User Guide | 19

20 | Pega Knowledge User Guide

Approving draft content

1. In the Pega Knowledge portal, click Work > Workbaskets.

Pega Knowledge User Guide | 21

Publishing approved content

1. In the Pega Knowledge portal, click Workbaskets.