Pega Knowledge authoring

5 Tasks

5 mins

Pega Customer Service 8.7 Visible to: All users

Beginner Pega Customer Service 8.7 Pega Knowledge 8.7 Pega Knowledge 8.8 English

Scenario

You have been asked to create content that provides customers with guidance through the process of remortgaging with U+ Bank. The goal of the content is to help a customer apply to move their loan and receive support while doing so.

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

Role	User name	Password
Author	KMAuthor	password123!
Approver	KMApprover	password123!
Publisher	KMPublisher	password123!
Customer Service Representative	CACSR	password123!

Your assignment consists of the following tasks:

Task 1: Create a content draft

Create a new content draft, modifying the default attributes associated with a content type, and then submit the content to be approved.

Task 2: Reject the content draft

Find the content in the Knowledge Content – Approvals workbasket, reject the content, provide rejection notes, and then route it back to the original author.

Task 3: Modify the draft

Find the content in your worklist, make the changes requested by the approver, and then submit the content to be approved.

Task 4: Approve the draft

Find the content in the Knowledge Content – Approvals workbasket, verify the changes from Task 3, and then approve the content.

Task 5: Publish the approved content

Find the content in the Knowledge Content – Publish workbasket, and then publish it.

 

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 content draft

1. Log in as an Author, with username KMAuthor using password password123!.
2. In the Knowledge Portal, from the left menu, click Knowledge > Content.
3. In the upper right corner, click New content.
4. In the upper right corner, under Publish settings, select How To from the Content type list.
   Note: The settings are populated with the default attributes from the selected content type.

5. Add a new language:
   1. Next to the Language drop down, select the Add languages checkbox.
   2. Under No translation available, click + New translation.
   3. In the New translation dialog box, select Spanish from the list, and then click Add.
   4. Click Submit.
6. Add an expiration date for the article:
   1. Under Expire on, expand the Never list, and then click At selected time.
   2. In the field that appears below the list, click the calendar icon.
      
   3. Select a future date and time.
7. Change the review schedule:
   1. Under Schedule review in, expand the list, and then select 6 months from the list.
8. Under Display settings, select the Show version number on content checkbox.
9. In the upper left corner, in the Title text box, provide the following title: Moving your mortgage to U+ Bank.
10. In the Abstract text box, provide the following summary of the article content: This article will take you through the steps necessary to move your home loan to U+ Bank.
11. Add taxonomy categories for the article:
12. In the Categories section, under No category selected, click + Add category.
    1. Click the + next to Mortgage to expand the category.
    2. Select Remortgaging from the list.
    3. Click + Add category again.
    4. Click the + next to Customer Service to expand the category.
    5. Select Retail Banking from the list.
13. Provide the Content body:
    1. Complete the introductory sentence with the following text: move your home loan to U+ Bank.
       
    2. Replace the steps from the template with the steps from the following table:

       Step 1	Go to the Loans section on the U+ Bank website and compare our rates with your current rates.
       Step 2	Click Apply now, and then provide information about you and your mortgage.
       Step 3	Build the perfect mortgage based on what is important to you.
       Step 4	Complete the process to apply online or get advice by phone or in one of our branches.

14. Update the links and references in the template:
    1. Highlight the Link bullet point with your pointer.
    2. Click Article references.
       
    3. In the Article references dialog box, expand the category list, and then select Retail Banking from the list.
    4. Find the Transferring accounts from other financial institutions article on the list, and then click it to add the reference to the content.
15. Add a snippet to the body:
    1. Place your pointer at the end of the content body, and then press Enter to advance to the next line.
    2. Press Enter again to exit the bulleted list.
    3. Click Add a snippet in the toolbox.
       
    4. Select the U+ Bank boilerplate sample snippet from the list.
16. Add tags to the article:
    1. In the lower right corner, under Tags, type Loan into the text box, and then click Add.
    2. Add another tag by typing Home into the text box and clicking Add again.
17. Add a content reference to the article:
    1. In the lower right corner, click Content to open the Content tab.
    2. Click Add.
    3. In the Add article references dialog box, expand the All categories drop down and select Retail Banking from the list.
    4. Find the Finding your nearest U+Bank ATM or branch article on the list, and then select the box next to the article and click Submit.
       Note: To search for the article, use the Search content title box.

18. Click Save below the Content body.
19. Click Preview in the upper right corner to see your article.
    Note: The Preview opens in a new window.

20. Verify everything displays as configured and close the Preview window.
21. Click Submit under the article body to route the content for approval.
22. Log out.

2 Reject the content draft

1. Log in as an Approver, with username KMApprover using password password123!.
2. In the Knowledge Portal, from the left-hand menu, click Work > Workbaskets.
3. From the Select a workbasket list, select Knowledge Content – Approvals.
4. Click the Moving your mortgage to U+ Bank content created in Task 1 to open it.
5. Verify that the content is as provided in Task 1.
6. In the upper right corner, expand the Actions drop down, and then click Reject content.
7. In the Rejection note content, provide the following text: Remove the content expiration date, and then add a link to the loan application to the content body.
8. Under Assign to, select Original Author to route the draft back to KMAuthor.
9. Click Submit.
   Note: The article's status changes to Pending-DraftRejected.

10. Log out.

3 Modify the draft

1. Log in as an Author, with username KMAuthor using password password123!.
2. In the Knowledge Portal, from the left menu, click Work > Worklists.
3. Locate the rejected Moving your mortgage to U+ Bank article, and then click it to open the article in edit mode.
4. Perform the changes requested in the Rejection note.
   Note: You see the Rejection note below the article title.
   

5. To remove the content expiration date, under Schedule settings, from the Expire on list, select Never.
6. Add a link to the loan application to the content body:
   1. Open the exercise system landing page, and then click U+ Bank.
   2. Click the LOANS tab at the top of the screen.
   3. Copy the URL from your browser address bar.
      Note: The URL will have the following structure:
      https://<env-id>.pegaenablement.com/uplus-wss/retail_bank/offer3.html
      where <env-id> is the unique ID of your Pega challenge instance
   4. Close the U+ Bank tab and return to the Knowledge Portal.
   5. Highlight the text Loans section in the first step in the content body, and then click Link.
      
   6. Under URL, paste the URL from your clipboard.
   7. Click OK.

7. Click Save, and then click Submit to save the changes and route the article to the Knowledge Content – Approvals workbasket.
8. Log out.

4 Approve the draft

1. Log in as an Approver, with username KMApprover using password password123!.
2. In the Knowledge Portal, from the left menu, click Work > Workbaskets.
3. From the Select a workbasket list, select Knowledge Content – Approvals.
4. Click the Moving your mortgage to U+ Bank content created in Task 1 to open it.
5. Verify the changes to the content expiration date and the link added in Task 3.
6. Below the Content body, click Approve to route the article to the Knowledge Content – Publish workbasket.
   Note: The article's status changes to Pending-Approval.

7. Log out.

5 Publish the approved content

1. Log in as a Publisher, with username KMPublisher using password password123!.
2. In the Knowledge Portal, from the left menu, click Work > Workbaskets.
3. From the Select a workbasket list, select Knowledge Content – Publish.
4. Click the Moving your mortgage to U+ Bank content approved in Task 4 to open it.
5. Below the Content body, click Publish.
6. Log out

Confirm your work

1. Log in as a Customer Service Representative, with username CACSR using password password123!.
2. On the right side of the application, click ? to display the help content.
3. Type mortgage into the Search bar.
4. Observe that your article appears on the list.
   
5. Click the article title to see the content. Test links and references to other articles by clicking them.

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This Challenge is to practice what you learned in the following Module:

• Approving and publishing Pega Knowledge content

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Available in the following mission:

• Pega Knowledge