Creating help content in Pega Knowledge
Creating and managing knowledge content
Pega Knowledge provides you with a guided content authoring and approval flow. This allows content to be created in a staged process that allows the separation of content approvals and publication.
Pega Knowledge leverages Pega’s dynamic case management capabilities to create content as cases. This approach supports content (case) routing, using service levels agreements (SLAs) and progression of content status based on individual stages.
Create content by defining key attributes such as content title, abstract, publication date, and create the core authored content. During this stage, content is assigned a status of New-Draft and remains in this status until you click Submit to route the content to the Approval stage. Once submitted, the content status is changed to Pending-Approval.
Follow these steps to create and manage content in dynamic case management and make them available to CSRs.
- Create content in the Knowledge Portal.
- Add the content URL.
- Display Settings.
Creating content in Pega Knowledge
Go to the Knowledge portal, and click Create > Create Content. A new draft version is created.
Enter a title for your content. This title provides information to other users when they see it in search results. The title should clearly indicate the purpose of the document.
Enter a brief description of your content. This is visible to users when they hover their mouse over the content title.
Select the taxonomy category that you want to be associated with this content. You can add multiple categories for the same content.
Note: Configure taxonomy and categories before you start creating content. As a best practice, group similar content in the same taxonomy.
Adding a content URL
Select Publish settings > Content type > URL to add the content source URL that points to the accessible content. In the Content Source URL text field, enter the content URL details.
From the Language list, select a language.
If you must post a translated version of this article in one or more additional languages, select the Add language check box. Click New translation > Select a language> Submit
Update the Schedule settings:
· Publish on — Enter or select the desired date and time for this content to be made available to end users.
· Expire on — Enter or select the desired date and time when you want this article to be automatically archived and no longer available to end users.
Select Schedule review in to set up an automatic content review notification in the specified time period (for example 6, 12, 18 months). Upon reaching the review date, a notification is automatically emailed to each author in the system with a valid email address. This functionality assumes the related Pega Knowledge email account has been configured and is running. It is an optional field.
Configuring display settings
Select the desired Display settings:
· For internal use (employees only) — Optionally, select this option to make this content visible only to employees and not to external customers
· Show version number on content — Select the check box to show the version number on the content page viewed by end users.
You can add tags, attachments, and links to the content. These details are useful for referring other related topics or files. Click Save Draft to save the draft content.
After your content is in the desired format for submission, click Submit. The content moves to the Approval stage and the content status is shown as Pending-Approval.