Pega Knowledge features

As a content author, you can use out-of-the-box content templates and content types to create and publish content quickly. You can specify a URL as content, specify content publication and expiration dates, create text snippets that you can reuse in multiple articles, and link content to multiple categories. The authoring portal provides intuitive content authoring tools to manage the full life cycle of content effectively, from creation to approval and publishing or back to creation if the approver requests changes.

You can capture feedback and route it back to authors at each step of the process, which allows for the refinement of content. As an author, you can preview the content as an end user or CSR would, and an automatic duplicate check on new article creation helps you to avoid creating duplicate articles.

Administrators can select default templates or create new content types according to business needs. As a content manager, bulk processing allows you to change the status of multiple articles or assign articles to other authors if you have the administrator role. You can create or edit hierarchical content categories (one-to-multi-level categories). Optionally, you can add category icons that can be displayed on knowledge help sites. You can define the content visibility in the text editor by specifying access roles within a category. A content manager can assign tags to articles to increase their searchability or restrict content visibility to certain user groups as needed.

Knowledge Buddy is fully integrated into Pega Knowledge Management and provides a seamless experience for users. Out of the box, the system creates data sources when you publish an article, based on the content type ID. Future articles that you publish with the same content ID will be automatically ingested to the same data source.

You can also integrate Knowledge Buddy into the KM widget. Once you create your buddy and enable it in Customer Service, you can immediately start asking questions in the KM component, which has Knowledge Buddy fully built in. This integration eliminates the need for lengthy implementation cycles and coding, allowing for a smooth and efficient knowledge sharing process.

Quickly and easily search for the content you need by full or partial article name, tags, or other keywords. The system returns results quickly by using the powerful Elasticsearch engine. You can click on the tag of an article and search for related articles with the same tag. As you enter a search string, a type-ahead search feature displays the suggested articles that match what you enter to help expedite the search process in finding the correct articles.

Fuzzy search features improve relevant search results for misspelled search terms. Fuzzy search automatically compensates for misspelled words and generates all possible matching terms that are within a configurable edit distance (fuzziness). The feature then checks the term dictionary to determine which generated terms exist in the index.

Search result filtering provides advanced knowledge search options to help narrow down search results for end users in the interaction portal, help sites, community sites, and mobile views of Pega Knowledge. You can select search result filtering by taxonomy categories, article titles, article body, community post title, and community post body.

The Search Tuner feature allows you to preview the search experience before publishing your articles. By using the Search Tuner, you can see how an article ranks based on a specific search query, as well as the tags and categories extracted from the query and how they relate to the article. This feature provides valuable insights into how your content will perform in search results and allows you to make any necessary adjustments before publishing.

You can specify Pega access roles to restrict content visibility to certain user groups (for example, organizations and managers). Role definitions occur at the category level, and child categories honor inherited roles from parent levels. Authors can enable content security on specific Pega Knowledge help sites. Only users with the required access roles can view articles at or under the category in which the access roles were defined.

Additionally, Pega Knowledge includes a variety of standard reports and graphs providing information on article usage, ratings, work, assignments, and historical data for analyzing contact center KPIs over time.

Pega Knowledge has released an updated version of the Knowledge component in Pega Knowledge '23. This new version is based on a Pega Knowledge widget that can be integrated into any Pega Constellation application to search, access, and engage with Knowledge management content.

The Knowledge widget uses a tabbed format to display suggested articles for the current case and search fields for manual content search. You can customize the widget to show or hide components such as the widget title, primary category, and last published date when viewing articles.