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Mission

Pega Knowledge

6 Modules

4 Challenges

5 hrs 25 mins

Visible to: All users
Beginner Pega Customer Service '23 Pega Knowledge '23 English

In this mission, you will become familiar with the benefits of content authoring and management with Pega Knowledge. Learn how to import content, work with templates, and maximize content reuse. Work through the content management life cycle as you create, approve, or publish content. Manage existing content and add multimedia to your help articles. You will also learn administrative tasks, including how to create and utilize content types during help content creation, and creating new taxonomy categories.

Available in the following mission:

Customer Service Low-Code Developer

Pega Knowledge overview

  • Module

    Pega Knowledge overview

    4 Topics

    35 mins

  • Explore the features of Pega Knowledge™. Learn how to navigate the Knowledge portal and the content management Life Cycle.

Pega Knowledge authoring

  • Module

    Pega Knowledge authoring

    3 Topics

    30 mins

  • This module provides an overview of the process of creating content. Learn how to create article drafts efficiently, add multimedia, reference other...

Approving and publishing Pega Knowledge content

  • Module

    Approving and publishing Pega Knowledge content

    2 Topics

    15 mins

  • Learn about the process and the roles involved in approving and publishing draft content for Pega Knowledge. You also learn how to reject content, add...

Linking Knowledge articles to service cases

  • Challenge

    Linking Knowledge articles to service cases

    4 Tasks

    5 mins

  • 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...

Content administration

  • Module

    Content administration

    10 Topics

    1 hr 45 mins

  • Learn how to perform administrative tasks and prepare your organization to create content. Define the content taxonomy for your organization and...

Performing administrative tasks in Pega Knowledge

  • Challenge

    Performing administrative tasks in Pega Knowledge

    3 Tasks

    10 mins

  • U+Bank is implementing a new remortgaging process for their customers. A Taxonomy Manager has been tasked with ensuring that the Knowledge Management...

Managing content

  • Challenge

    Managing content

    3 Tasks

    10 mins

  • U+Bank updatesits mortgage rates at the beginning of each yearly quarter. You have been tasked with cloning the Monthly interest article, modifying...

Worklists and Workbaskets

  • Module

    Worklists and Workbaskets

    3 Topics

    30 mins

  • Learn to properly manage work using Worklists. Claim unassigned work from a workbasket, or transfer work between users to help manage the workload of...

Advanced authoring

  • Module

    Advanced authoring

    3 Topics

    25 mins

  • In this module you learn how to import content into Pega Knowledge from an external source such as a legacy content system or a translation services...

Importing and exporting content

  • Challenge

    Importing and exporting content

    3 Tasks

    10 mins

  • U+Bank is going through a reclassification of their help content. As a Super User you are tasked with importing the current knowledge base of articles...

mission badge: Pega Knowledge

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