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Updating a Knowledge Buddy

5 Tasks

5 mins

 Visible to: All users
Beginner
Pega Knowledge Buddy '24.1
Pega Knowledge '24.1
English
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Scenario

Users in your organization have reported that the Knowledge Buddy you created does not answer one of the more commonly received questions from your customers regarding the opening hours of the customer contact center. Confirm that Buddy does not possess the knowledge to answer the question, and then create a new data source to address the gap. Work with members of the Knowledge Management team to create a new knowledge article that addresses the question, then update the Buddy with a new data source and confirm that it now can answer the question.

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

Role User name Password
Buddy Manager KBAppBuddyManager password123!
KM Super User KMSuperUser password123!

Your assignment consists of the following tasks:

Task 1: Ask Knowledge Buddy a question

Log in to the Pega Knowledge Buddy portal and test whether the Buddy can answer questions about the opening times of the contact center.

Task 2: Create a new Category and Content type

Log in to the Knowledge Management portal and create a new taxonomy category and content type.

Task 3: Create a knowledge article

Create and publish a knowledge article that contains information about the contact center.

Task 4: Update the Buddy

Log in to the Pega Knowledge Buddy portal, update the Buddy with the new data source, and then test if it can answer the question correctly.

Optional: Create additional knowledge articles

Log in to the Pega Knowledge portal and create more knowledge articles. Assign the same content type and category to automatically add the articles to the same data source, then log in to the Pega Knowledge Buddy portal and ask the CSRBuddy questions about them.

 

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

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

Challenge Walkthrough

Detailed Tasks

1 Ask Knowledge Buddy a question

  1. On the exercise system landing page, click Pega Infinity™ to log in as Buddy Manager:
    1. In the User name field, enter KBAppBuddyManager
    2. In the Password field, enter password123!.
  2. In the navigation pane of Pega Buddy, click Knowledge Buddy.
  3. In the Name column, click CSRBuddy.
  4. In the lower-right corner, click the Chats icon.
  5. In the ask your question here text box, enter What time is your contact center open?.
  6. Observe that the answer provided by the Buddy is I don't know the answer based on the available information.
  7. In the upper-right corner, click BuddyManager > Log out.

2 Create a new Category and Content type

  1. On the exercise system landing page, click Pega Infinity™ to log in as KM Super User:
    1. In the User name field, enter KMSuperUser.
    2. In the Password field, enter password123!.
      Note: When you log in as KM Super User, you might receive the following error message:You do not have access to the application with alias 'KBApp'. In this situation, close the browser window, and then on the exercise system landing page, click Pega Infinity™ and log in as KM Super User once again.
  1. In the navigation pane of Pega Knowledge, click Taxonomy.
  2. Click Add new category.
  3. In the Category name field, enter Contact Center.
  4. In the Authorized role dropdown, select KnowledgeBuddy:Public, then click Add.
  5. Click Submit.
  6. In the navigation pane of Pega Knowledge Portal, click Configurations > Content types.
  7. Click Add new content type.
  8. In the Content type field, enter Contact Center.
  9. In the Allowed categories section, click Add > Contact Center.
  10. Click Submit.
    Note: The system uses the content type ID and category to create a new data source in the Pega Knowledge Buddy portal. It creates a data source automatically when users publish an article with the corresponding content type and category.

3 Create a new knowledge article

  1. In the header of Pega Knowledge, click Create > Create Content (Content creation stages).
  2. In the Title field, enter Contact center opening hours.
  3. In the Abstract field, enter This article contains generally available information about the contact center to provide the following summary of the article content.
  4. In the Content type list, select Contact Center.
  5. In the content body of the rich text editor, enter The contact center is open between 8 am and 4 pm, from Monday to Friday.
  6. In the Categories section, click Add category > Contact center.
  7. Click Save, and then click Submit.
  8. Click Actions > Approve content, and then click Approve.
  9. Click Actions > Publish content, and then click Publish.
  10. In the upper-right corner, click KMSuperUser > Log off.
    Note: The process of creating a knowledge article is simplified for the purposes of this exercise. In an actual organization, a single user should not be responsible for all Stages of the process. Always follow the proper procedure for article publication.

4 Update the Buddy

  1. On the exercise system landing page, click Pega Infinity™ to log in as Buddy Manager:
    1. In the User name field, enter KBAppBuddyManager
    2. In the Password field, enter password123!.
  2. In the navigation pane of Pega Buddy, click Knowledge Buddy.
  3. In the Name column, click CSRBuddy.
  4. To the right of the Buddy name, click Actions > Reopen.
  5. In the Reopen dialog box, in the Reason behind reopening field, enter Edit data source.
  6. In the Change stage list, select the Prompt Stage, and then click Submit.
    Note: When you reopen a Buddy case, the UI might not load fully, which makes it impossible for you to proceed to the next step. If this happens, press the F5 key to refresh the web page, and then, in the upper-right corner, click Go.
  1. In the Information variables table, in the SEARCHRESULTS row, click Actions > Edit.
  2. In the Edit Record dialog box, in the Data sources list, select Knowledge_Contact_Center.
  3. Click Submit, and then click Submit again.

5 Optional: Create additional knowledge articles

  1. On the exercise system landing page, click Pega Infinity™ to log in as KM Super User:
  2. In the User name field, enter KMSuperUser.
  3. In the Password field, enter password123!.
  4. Follow the steps described in Task 3 to create more knowledge articles, and assign the title, abstracts, and content of your choice.
  5. Publish all additional articles you create.

Confirm your work

  1. In the bottom right-hand corner, click the speech bubble.
  2. In the ask your question here, type What time is your contact center open?.
  3. Observe that the answer provided by the Buddy is correct according to the information provided in the knowledge article you created.
  4. If you complete the optional task, ask questions related to the information contained within the knowledge articles you created.

Available in the following mission:

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