Creating a Knowledge Buddy

2 Tasks

10 mins

Pega Knowledge Buddy '26

Pega Knowledge Buddy '25 Pega Knowledge Buddy '24.2 Pega Knowledge Buddy '24.1

Visible to: All users Applies to: Pega Knowledge Buddy '26

Beginner

English

Scenario

As a Knowledge Buddy manager, you are tasked with creating a new Buddy for Pega Academy users. The Buddy should be able to answer any question it receives from a student and use a concise but friendly tone to compose answers. This Buddy should be available to all users.

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

Role	User name	Password
Knowledge Buddy Manager	BuddyManager	rules

Your assignment consists of the following tasks:

Task 1: Create a non-conversational Knowledge Buddy

In the Pega Knowledge Buddy portal, create a Knowledge Buddy with a non-conversational response style that uses the Knowledge data collection. Use the default access types and prompt.

Task 2: Create a conversational Knowledge Buddy

In the Pega Knowledge Buddy portal, create a conversational Knowledge Buddy with AI recommendations enabled that uses the Knowledge data collection. Use the default access types and prompt.

 

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

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

• Log In

Challenge Walkthrough

Detailed Tasks

1 Create a non-conversational Knowledge Buddy

1. On the exercise system landing page, click Pega Infinity to log in as a Buddy Manager:
   1. In the User name field, enter BuddyManager.
   2. In the Password field, enter rules.
2. In the navigation pane of Pega Knowledge Buddy, click Create > Knowledge Buddy.
   
3. Enter the details of the Knowledge Buddy:
   1. In the Name field, enter EnablementBuddy.
   2. In the Description field, enter Test Buddy for Pega Academy.
   3. In the Purpose section, select Ask Buddy.
   4. In the Response style section, select Non-conversational and then click Submit.
      
4. In the Configure security Step, click Submit.
5. In the Configure prompt Step, in the Contextual data definitions table, in the SEARCHRESULTS row, click Actions > Edit.
   
6. In the Collection list, select knowledge.
7. In the Data sources list, select PegaAcademy and Policies, then click Submit.
   
8. Optional: In the GenAI model list, select a genAI model
   Note: Your practice environment may not support all genAI models listen.

9. Click Submit to close the Configure prompt Step.
10. In the lower-right corner of Pega Knowledge Buddy, click the EnablementBuddy icon.
    
11. In the EnablementBuddy Playground pane, enter What are best practices in a contact center? and then click the Ask.
    Observe whether the Buddy provides an expected answer.
    Note: Because of the nature of generative AI, content generated by a Knowledge Buddy might vary, and its answer might not be identical to the answer shown in the walkthrough video.
    

2 Create a conversational Knowledge Buddy

Note: Your practice environment currently does not support a conversational interaction style. You can create a Buddy with the feature enabled, but it will not be able to answer questions in a conversational style.

1. In the navigation pane of Pega Knowledge Buddy, click Create > Knowledge Buddy.
   
2. Enter the details of the Knowledge Buddy:
   1. In the Name field, enter EnablementBuddy_Conversational.
   2. In the Description field, enter Test Buddy with Conversational and AI recommendations enabled.
   3. In the Purpose section, select Ask Buddy.
   4. In the Response style section, select Conversational and then click Submit.
      
3. In the Configure security Step, click Submit.
4. In the Configure prompt Step, in the Contextual data definitions table, in the SEARCHRESULTS row, click Actions > Edit.
   
5. In the Collection list, select knowledge.
6. In the Data sources list, select PegaAcademy and Policies, then click Submit.
   
7. Optional: In the GenAI model list, select a genAI model.
8. In the Automatic AI analysis and recommendations list, select Feedback.
   
9. Click Submit to close the Configure prompt Step.

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Available in the following missions:

• Pega Knowledge Buddy v4
• Pega Customer Service Foundation v10