Creating Knowledge Buddy content

3 タスク

5 分

Pega Knowledge Buddy '25

表示の対象：All users Applies to: Pega Knowledge Buddy '25

初級

英語

シナリオ

Users in your organization have reported that the Knowledge Buddy you created does not answer one of the more commonly received questions about the Customer Complaint Policy. Confirm that Buddy does not possess the knowledge to answer the question, then create new content to address the gap. Once you have completed that task, confirm that the Knowledge Buddy can now answer the question.

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

Role	User name	Password
Buddy Author	BuddyAuthor	rules

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 Customer Complaint Policy.

Task 2: Create and ingest new content for Knowledge Buddy

Use the Pega Knowledge Buddy portal to create new text-based content and ingest it into the Policies data source, in the knowledge collection.

Task 3: Ask Knowledge Buddy the same question

Verify if Knowledge Buddy can answer the question after the content is ingested.

 

このチャレンジを完了するには、Pegaインスタンスを起動する必要があります。

起動には5分ほどかかることがありますので、しばらくお待ちください。

• ログイン

チャレンジ ウォークスルー

詳細なタスク

1 Ask Knowledge Buddy a question

1. On the exercise system landing page, click Pega Infinity™ to log in as Buddy Author:
   1. In the User name field, enter BuddyAuthor
   2. In the Password field, enter rules.
2. In the navigation pane of Pega Buddy, click Knowledge Buddy.
3. In the Name column, click EnablementBuddy.
4. In the lower-right corner, click the EnablementBuddy Playground icon.
5. In the ask your question here text box, enter What is the Customer Complaint Policy?.
6. Observe that the answer provided by the Buddy is I don't know the answer based on the available information.
   

2 Create and ingest new content for Knowledge Buddy

1. In the navigation pane of Pega Knowledge Buddy, click Create>Content.
   
2. In the Collection list, select knowledge.
3. In the Content type (Data source) list, select Policies.
4. Click Add Access config.
5. In the Access role name dropdown, select Knowledge buddy public, then click Submit.
   
6. Under Content format, make sure that Text is selected.
7. In the Title field, enter: The Customer Complaint Policy.
8. In the Abstract field, enter: This article contains generally available information about the Customer Complaint Policy.
9. Click Add content, then in the Contents field, the following text:
   1. Purpose
      • This policy establishes our approach to receiving and resolving customer complaints, demonstrating our commitment to customer satisfaction and continuous improvement.
   2. Complaint Channels
      • Online form: [company website]
      • Email: [email protected]
      • Phone: [phone number]
      • In person: At any company location in the United States and the EMEA region
   3. Process Overview
      • Submission: Customer submits complaint with contact details and issue description
      • Acknowledgment: Company acknowledges receipt within 24 hours
      • Investigation: Complaint is assessed and investigated by appropriate staff
      • Resolution: Company provides a solution and implements necessary changes
      • Follow-up: Customer satisfaction is confirmed after resolution
   4. Timeframes
      • Simple issues: 3 business days
      • Complex issues: 10 business days
      • Extended investigations: Customer notified of delays and provided regular updates
   5. Customer Rights
      • Fair and objective investigation
      • Regular progress updates
      • Appeal unsatisfactory resolutions
      • Privacy and confidentiality
   6. Staff Responsibilities
      • Treat all complaints seriously and respectfully
      • Document complaints accurately
      • Resolve issues promptly when possible
      • Escalate complex matters appropriately
      • Identify improvement opportunities from feedback
   7. Continuous Improvement
      • Complaint data will be analyzed monthly to identify trends and implement preventive measures.
   8. Contact
      • For policy questions: Customer Experience Team
      • Email: [email protected]
      • Phone: [phone number]
10. Click Submit.
    
11. Click Global Attributes and confirm that the system has performed the auto-attribution correctly.
    
12. Optional: Repeat Steps 1-10 from Task 2 to create additional content. Adjust the Title, Abstract and Content (steps 7,8 and 9 respectively) according to what you want the new content to be.

補足： Pega Knowledge Buddy assigns attributes to content after the content was successfully ingested. If you do not see the Region label in the global attributes tab, refresh the web page and try once again. 

3 Ask Knowledge Buddy the same question

1. In the navigation pane of Pega Buddy, click Knowledge Buddy.
2. In the Name column, click EnablementBuddy.
3. In the lower-right corner, click the EnablementBuddy icon.
4. In the ask your question here text box, enter What is the Customer Complaint Policy?
   
   補足： 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 image or the walkthrough video.

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このモジュールは、下記のミッションにも含まれています。

• Pega Customer Service Foundation v9
• Pega Knowledge Buddy v3