Pega Knowledge overview
Pega Knowledge is a centralized solution that provides quick, accurate, and consistent answers to customer and CSR questions. The application provides the tools and configuration capabilities to create rich multimedia content that the system can suggest contextually or search for when and where users need it. Pega Knowledge is designed for use out of the box and does not require further extensions or customization to begin creating or importing content.
Pega Knowledge is integrated with Pega Customer Service™ and related industry solutions and provides simple configuration features to suggest contextual articles with service cases proactively. Pega Knowledge is available as an integration with Pega Sales Automation™ or a standalone application.
The Authoring portal
The knowledge portal provides authors with the tools and features that they require to manage the complete life cycle of content, from creation (draft) to approval and publication.
The following figure shows the Pega Knowledge authoring portal:
Note: The view will vary depending on the authorization level of the user.
Dashboards
The knowledge dashboards provide the key charts and actionable article usage information needed to manage your knowledgebase effectively.
The dashboards are designed to allow content authors and community moderators to customize their view of operational metrics and charts. The application includes a variety of charts, called widgets, and dashboard layout templates that users can easily modify.
To edit dashboards, follow these steps:
- Click .
- In the column, click the name of the dashboard you want to edit.
- In the upper right corner, click
- Click to change the template format. Each template includes a preview of the number, size, and relative position of slots that it contains.
- In the or section, click then select the insights or filters you want, respectively.
- Click .
- Click Your personalized dashboard will now be published.
Your personalized dashboard is now displayed.
Tools and reports
The navigation pane of the authoring portal provides quick access to the main knowledge management pages, configuration tools, and reports.
presents a snapshot of all in-progress content, with tabs available for worklists, work queues and followed work.
provides access to Insights, with a section for recently opened insights, the possibility to customize the view as well as apply filters or sorting.
shows existing dashboards and gives users the possibility to edit existing or create new dashboards.
gives visibility into content authored by the user as well as all authored content available in the application. In this landing page content can be filtered by title, content type or status.
displays the taxonomy categories and provides create/edit access for each category.
presents notifications from the user’s followed work.
displays the most recent content the author has worked on.
This Topic is available in the following Module:
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