Pega Knowledge

User Guide
8.2
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Document: Pega Knowledge User Guide
Publication date: March 23, 2019

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 Contents

Contents

Introduction................................................................................................................................................................................................ 5
Key features................................................................................................................................................................................................. 5
Access groups.............................................................................................................................................................................................. 6
About the Knowledge portal..................................................................................................................................................................... 7
Customize the dashboard........................................................................................................................................................... 8
Editing the dashboard....................................................................................................................................................8

Search content in the Knowledge portal............................................................................................................................................... 9

Import and export content........................................................................................................................................................................9
Import content.............................................................................................................................................................................. 9
Exporting content....................................................................................................................................................................... 10

Content templates...................................................................................................................................................................................11
Creating a template..................................................................................................................................................................................11
Deleting a template.................................................................................................................................................................................. 11

Content management life cycle............................................................................................................................................................ 12

Taxonomy................................................................................................................................................................................................... 14
Adding a new taxonomy category........................................................................................................................................... 14
Editing a category......................................................................................................................................................... 15
Deleting a category...................................................................................................................................................... 15
Defining security......................................................................................................................................................................... 15
Creating content........................................................................................................................................................................................16
Publishing content.................................................................................................................................................................................... 17
Approving draft content.............................................................................................................................................................18
Publishing approved content.................................................................................................................................................... 18
Creating draft content in the Pega Customer Service interaction portal......................................................................................... 18
Changing content status..........................................................................................................................................................................19
Editing content.......................................................................................................................................................................................... 19
Adding Image settings............................................................................................................................................................... 20
Adding videos.............................................................................................................................................................................. 20
Marking article text as internal................................................................................................................................................ 20
Adding references to other articles......................................................................................................................................... 21
Archiving content........................................................................................................................................................................ 21
Clone content.............................................................................................................................................................................. 21
Rejecting content...................................................................................................................................................................................... 22
Printing an article..................................................................................................................................................................................... 22
Multi-language management.................................................................................................................................................................. 22
Enabling automatic content tags............................................................................................................................................................23
Reassigning articles.................................................................................................................................................................................. 23

Pega Knowledge Troubleshooters......................................................................................................................................................... 24

Creating a troubleshooter....................................................................................................................................................................... 24
Creating and adding questions to a troubleshooter........................................................................................................................... 24
Creating questions in the Question repository.................................................................................................................................... 26

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Contents

Creating troubleshooter categories....................................................................................................................................................... 26

Creating a troubleshooter content........................................................................................................................................................ 27
Deleting a question.................................................................................................................................................................................. 28
Deleting a troubleshooter....................................................................................................................................................................... 28

Pega Communities................................................................................................................................................................................... 29
Community site management................................................................................................................................................................ 29
Navigating a community site.................................................................................................................................................................. 29
Starting a new discussion........................................................................................................................................................................31
Best answers capability........................................................................................................................................................................... 31
Searching in the Community.................................................................................................................................................................. 32

Community moderation..........................................................................................................................................................................33
Moderating posts and members............................................................................................................................................................33
Reported posts............................................................................................................................................................................33
Moderating a post...................................................................................................................................................................... 34
View user profile......................................................................................................................................................................... 34
Deactivating an account............................................................................................................................................................ 34
Mark a best answer................................................................................................................................................................... 35
Reporting abusive or inappropriate posts.............................................................................................................................. 35

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 Introduction

Introduction
Pega Knowledge is a centralized solution that helps provide quick, accurate, and consistent answers to
customer questions. Using knowledge articles and community discussions, customers and CSRs can
find answers to questions, which your company can manage centrally. You no longer have to rely on
institutional knowledge that can leave whenever an employee does or be stuck delivering inconsistent
answers depending on channel, time, or location. Pega Knowledge solves these problems and provides
you with all of the following features:

Deliver answers quickly

Provide answers to customers quickly, whether a customer is searching for answers on their own or
a customer service representative (CSR) is helping a customer find an answer through a knowledge
repository or a customer community.

Improve answer consistency & quality

Ensure that answers provided to customers are accurate and consistent regardless of channel.

Increase customer engagement

Give your customers a chance to add recommendations and become advocates for your company.

Centralize Information
Reduce time spent handling multiple edits and searching for answers with combined information in a
centralized location.

Help customers diagnose product or service issues

Create visually-engaging troubleshooting flows to guide customers and CSR's through diagnostic steps
to resolve issues.

Set up the solution quickly

Using out-of-the-box tools Pega Knowledge is easy to set up to get your knowledge and communities
solutions to market quickly.

• Key features
• Access groups
• About the Knowledge portal

Key features
• Author and rapidly publish knowledge content
• Manage the content life cycle from a single portal
• Provide authors with the tools and privileges to create, update, and publish rich content
• Capture and route feedback to authors to evaluate and refine answers
• Deliver the right content at the right time to agents and customers
• Provide access across multiple channels
• Guide content approval and publishing flows to ensure quality content

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Introduction

• Use flexible taxonomy categories to logically classify and group content

• Help customers solve product or service issues using guided troubleshooting diagnostic flows.
• Visibility into how often content is viewed and rated
• Control content visibility using flexible security features
• Create troubleshooters that help end users diagnose common product or service issues
• Provide authors with configuration tools to quickly configure, brand, and deploy Help sites
• Embed Pega Knowledge Help sites in existing self-service portal buttons, links, and images
• Schedule periodic content reviews to ensure content freshness
• Multi-Language capability simplifies the management of multi-language content
• Import and export articles to support article translations and migration of legacy systems articles to
Pega Knowledge.
• Handle mass article status or author assignment changes using bulk processing.
• Improve relevant search results by using fuzzy search to compensate for misspelled search items
• Provide an intuitive mobile navigation and user experience
• Maintain preformatted article template styles for consistent content formatting
• Supports community sites for customer and agent collaboration.
• Achieve higher visibility to your articles and community posts on popular search engines using Search
Engine Optimization.
• Identify potential content gaps through search result analytics.

Access groups
When Pega Knowledge is installed, it contains the following pre-configured access groups.

Access group Capabilities

KMAuthor
• Configured with primary authoring role
• Creates draft content, and submits to the
Approval stage

KMApprover
• Configured with Primary authoring role
• Creates and approves content for the Publication
stage

KMPublisher
• Configured with Primary authoring role
• Creates, approves, and publishes content

KMSysAdmin
• Configured with complete access to the
application along with Dev Studio

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 Introduction

Access group Capabilities

ExternalKMUser
• Configured for external users to access help sites
and community site in read only mode.

KMModerator
• Community moderation tool access and related
privileges

KMCommunityUserAG
• Configured for external users to access
community sites where users can add and edit
comments and posts. This access role can be
assigned to the registered community members.

Each access group is assigned a different level of privilege that controls the editing, approval, and
publishing capabilities within the content authoring stages:
• Creation/Draft
• Approval
• Publication
Pega Knowledge is designed to accommodate quality assurance requirements of knowledge management
organizations, where multiple levels of content approvals may be required during the content creation
process. The use of privileged access groups supports the stage-based content creation process provided
by the application, allowing separation of the authoring, approval, and publication roles.
Some organizations may not require this degree of role separation for content creation and the overall life
cycle management, for example, handling content improvements and archiving. For those organizations,
Pega Knowledge supports a straight-through processing option for creating, approving, and publishing
content by using the KMPublisher or KMSysAdmin access groups. This allows creating and publishing
content, without requiring separate approval or publication from other access groups.

About the Knowledge portal

From the Knowledge portal, you can create, approve, publish, edit, and archive content. The portal
also provides the tools necessary to effectively manage the full life cycle of content, ensuring that
your knowledge content remains fresh, relevant, and useful to your end users and customers. You
can customize the dashboard to achieve a personalized view by selecting the widgets related to Pega
Knowledge. Custom charts or other views can also be created and defined as widgets for additional
personalization for your knowledge team.
Knowledge portal provides a guided authoring, approval, and publishing flow to manage the progression
of content through a staged, approval process.
With the Taxonomy editor, you can define a single or multiple category levels for the classification and
grouping of content. This helps knowledge authors manage how similar articles are grouped within
the application, providing more efficient searches and the suggestion of contextual content. As an
administrator or a publisher, you can create and edit the taxonomy and content security settings.
You can define content visibility restrictions using the taxonomy editor by defining Pega access roles for
specific taxonomy category levels.
Content can also be exposed to non-Pega web applications by embedding the Pega Knowledge Help
site embed code (also known as Javascript snippet ) in your existing self-service portals or other web

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Introduction

applications. Pega Knowledge also provides a set of REST API's that support integration with your existing
web sites to search and display taxonomy categories and related articles, and to receive article ratings
from your customers.

• Customize the dashboard

Customize the dashboard

The Dashboard displays key charts and other actionable information about content that is used to
manage the Knowledge portal. A dashboard can include charts, reports, worklists, and other widgets.

• Editing the dashboard

Editing the dashboard

Configure your dashboard to personalize the workspace in your application. Dashboards are supported
by a standard template, selected widgets, and optional configuration details that you provide. You can
customize the layout of your dashboard and the configuration of each widget.
1. Click the Edit dashboard icon.
2. In the Edit dashboard panel, click Switch template to change the template format. Each template
includes a preview of the number, size, and relative position of slots that it contains.
3. Click Add widget(s) and select the widget such as Content by stage, Content views and ratings, and
Recently published content, that should appear on the dashboard.
4. The Pega Knowledge widgets are under the Knowledge portal category. This category identifies the
widgets related to Pega Knowledge capability.
5. Click Add selected.
6. Click Publish to publish your personalized dashboard. For more information about dashboard
customization, see Personalizing your dashboard.

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 Search content in the Knowledge portal

Search content in the Knowledge portal

The Content page displays all content in the application. You can search for content and filter results by
category and content status.
• The All content tab displays articles created by all authors.
• The My content tab displays content created by the current user.
• The Import content tab displays the status of imported content.
You can search for content using the following options:

Search content title

Enter the content title in the Search content title text field and press Enter. The search results display
related content.

All statuses
From the All statuses list, select the desired content status. The search results display related content.
For example, to see archived content, select the Resolved-Archived option.

All content types

From the All content types list, select the relevant content type such as URL, authored, and
troubleshooter. The search results display related content.

Filter by category
Click the Filter by category link, and select the relevant category. The search results display related
content.

Note: You can create new content from the Content page by clicking the New content button. For
more information, see Creating content.
Authors can also search for content directly from the portal search bar in the Knowledge Portal header,
where you can search by Knowledge Content (KC-XXX) or Knowledge Content Published (KCP-XXX) article
id’s, or search by article title. The portal provides a number of filtering capabilities including work types
such as Content Candidates, Feedback, and published content.

• Import and export content

Import and export content

Content import and export features let you migrate content from a legacy content system or other
sources such as a translation services vendor.

• Import content
• Exporting content

Import content
As an author, you can import the content using a .CSV file. Map the columns to the Pega Knowledge
content structure. If there are columns that do not match the existing data structure, you may need to
extend the data model and user interface to match.

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Search content in the Knowledge portal

When you import the content, Pega Knowledge assigns content IDs according to these rules:
• If the content ID is not mentioned in the .CSV file, a new content ID is created.
• If the content ID is mentioned in the .CSV file, the new content replaces the existing content.
• If the number of characters exceeds 32767, the .CSV file gets imported upto the character limitation. To
import these articles, add the content to the next row and enter True in the Link to previous column.
Content ID column should be empty for article that you have added in the second row.
Note: If any errors occur while importing the .CSV file, error messages describing the failure are
displayed on the resulting import page.

Exporting content
As an author, you can export the selected content to a .CSV file.

1. In the left navigation panel, click Knowledge > Content > All content.
2. Under the Name column, select the check boxes for the content to export or select the check box next
to the Name label to select all available content.
3. Click Export. The resulting .CSV file is generated for you to download to a local or shared directory.

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 Content templates

Content templates
Content templates provide pre-formatted styles used to create knowledge articles. Content templates can
be used by organizations that need to foster consistency in certain content types, like Frequently Asked
Questions (FAQs), or how-to documents, or other content that requires formatting for consistent quality
and clarity.
The creation and maintenance of content templates are restricted to administrator and publishers, but
can be used while creating content by all authors.
You can create a template using the Rich Text Editor, or you can cut and paste a pre-formatted template
from Microsoft Word ™, for example. Microsoft Word™ formats may require further editing in the Rich
Text Editor(RTE) using the source option.
The templates landing page shows published and draft templates. Published templates are available
to you and other authors whenever you create content. Draft templates are in edit mode and are not
available to other authors until after they have been published.

• Creating a template
• Deleting a template

Creating a template
1. From the left navigation panel, click Configurations > Templates. The Templates page shows the list of
published templates.
2. Click New Templates.
3. On the New Templates page, enter the title and description in the text fields.
4. Create a template by entering content into the Rich Text Editor (RTE) and applying styles, images, and
text alignment. To import an existing template, click the Template icon. For example, a template could
contain the company title, logo, font styles, and format.
5. Click Save Draft to save the draft template.
6. Click Publish. The new template is displayed under the Published tab and it is available for all authors
for selection.

Deleting a template
You can delete an existing template if it is not required. Deleting a template does not affect content to
which you have already applied a template style.
To delete a template, perform the following steps:

1. In the left navigation panel, expand Knowledge and click Templates.

2. Click the Delete icon.

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Content management life cycle

Content management life cycle

Pega Knowledge provides you with a guided content authoring and approval flow. This allows content to
be created in a staged process that supports the separation of content approvals and publication. This
approach is designed to support a more distinct quality assured content development methodology. This
graphic illustrates the stage-based iterative process for the content creation and its progression through
the three Pega Knowledge stages.

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 Content management life cycle

Pega Knowledge User Guide | 13

Content management life cycle

You can configure the Publisher and Admin operators with privileges to create, approve, and publish
content, thereby supporting a straight-through creation process by a single author. This approach can
be used when a single or smaller group of knowledge authors requires a more streamlined process for
content creation.
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.

• Taxonomy
• Creating content
• Publishing content
• Creating draft content in the Pega Customer Service interaction portal
• Changing content status
• Editing content
• Rejecting content
• Printing an article
• Multi-language management
• Enabling automatic content tags
• Reassigning articles

Taxonomy
A taxonomy allows you to classify or group similar content to organize your knowledge base and support
a more efficient search and display of content. Pega Knowledge supports a multi-level taxonomy category
structure to meet your business needs. You can assign a taxonomy category when you create content. The
application also supports the linking of multiple taxonomy categories to content.
Prior to creating your taxonomy categories, consider the most logical structure that aligns with how you
want to organize and classify your content. Some organizations create taxonomy categories that match
their organizational structure.
Note: The Uncategorized category is a required taxonomy level included with Pega Knowledge
and cannot be edited. It is used for temporary movements of content from one taxonomy category
to another. It is also used when you delete a taxonomy category that is in use. Because all content
requires an associated category, any content assigned to a category you delete is temporarily
assigned to the Uncategorized category until you assign it to another category.

• Adding a new taxonomy category

• Defining security

Adding a new taxonomy category

Note: Before creating a taxonomy in the authoring portal, identify the categories required for the
business.
If you want to create content or start a discussion that meets your content requirements and if the
existing categories are not relevant to add the content, then you can add a new category. You can view the
sample categories in the taxonomy such as Auto loans, Customer Service, Investment Options, and Retail
Banking. To add a new category:
1. On the Category page, click Add new category.

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 Content management life cycle

2. In the Category name field, enter the name of the new category.
3. Optional: To create the new category under the respective parent or top level category, click Change
and then select a parent category. If the parent category is not selected, then the new category is
created as a parent category.
4. Optional: Select the appropriate Authorized role from the list and click Add. The Authorized role
option is used to add security content visibility settings to a category. You can apply multiple roles to
a category. Pega Knowledge authors might not have visibility to all access roles and could require a
separate operator login. For more information, see Defining security.
5. To select an image to use for this category, click Choose file and click Upload.
Note: Sample category icons are provided in the Pega Distribution media in the Resource Kit
directory (SampleCategoryIcons.zip). Your system administrator can unzip this file onto a
shared drive or a location where you can access and upload the desired category icon.
6. To save the new category, click Submit.
Note: After you delete the category, any related content is automatically assigned to the
Uncategorized category. Authors should check the uncategorized category in the Taxonomy page
periodically to review content and assign it to the proper category.

• Editing a category
• Deleting a category

Editing a category
You can edit the details of a particular category to change the category type, category name, authorized
roles, and the category image.

1. On the Category page, click the Edit selected category icon.

2. To change the parent category, click Change and select the category type.
3. Optional: Edit the Category name.
4. Optional: Add and delete the Authorized roles for the category.
5. Optional: Choose an image file to upload as the icon for the category.
6. Click Update.

Deleting a category
You can delete unwanted categories from the taxonomy.

1. On the Category page, click the Delete icon for the category to delete.
2. Click Delete.
Note: After you delete the category, any related content is automatically assigned to the
Uncategorized category. Pega Knowledge authors should check the uncategorized category in
the Taxonomy page periodically to review content and assign it to the proper category.

Defining security
Content visibility can be restricted at the taxonomy category level, allowing only privileged users access to
the restricted content using search, suggested content, or the top-rated articles sections.

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Content management life cycle

Assigning access roles in Pega requires visibility to that application using an operator that has privileges
for the system administrator role and access to the Pega Knowledge portal. It is a best practice to modify
one of your Pega application's System Administrator operator's access group or create a new operator
to include the KMPortal. The operator's application rule should also include the PegaKMPortal:08-01
ruleset that is placed above any Pega- rulesets. This operator then has access to both your application and
Pega Knowledge, allowing the visibility and assignment of your application's access roles to the taxonomy
categories through the Taxonomy editor.
Note: Pega Knowledge provides the CSKMSecurityAdmin access group for assigning security
for Pega Customer Service access roles. Pega Customer Service managers with the CAManager
access group have full visibility to all Pega Knowledge content, and by design are not restricted
by the category security defined in the taxonomy editor. Articles that are linked to service cases
by a manager will also be visible to Customer Service CSRs, regardless of the category security
restriction. This enables the Pega Customer Service manager complete control on the content their
CSRs must view when assisting customers. This is the only exception to the category security access
role model. Example: A Pega Customer Service search for an article that is restricted by access role
at the taxonomy level will not be displayed in the search results if the CSR does not possess the
required access role for that article's category.
Assigning security restrictions is hierarchical, meaning that if a higher level taxonomy category has
assigned (one-to-many) access roles, then all its related child categories inherit those roles. Any content
assigned to these child taxonomy categories requires that the end user have at least one of the assigned
access roles to enable visibility.
If an access role is assigned at a lower (child) level in a taxonomy category hierarchy, with no other access
roles assigned above the child, then only content at the level where the access role is assigned would
require the user to have that access role. Content linked to taxonomy categories above the child with the
access role would not have any visibility restrictions, assuming that no access roles are assigned at the
higher levels in that category hierarchy.

Creating content
As an author, you can create content by defining key attributes such as content title, abstract, and
publication date. The status of the content is assigned as New-Draft and remains in this status until the
author clicks Submit to route the content to the Approval stage. After submitting the content for approval,
the status changes to Pending-Approval.
1. From the Knowledge portal, click Create > Create Content. In Knowledge Content landing page, a
New-Draft version is created.
2. Enter a clear and concise title for your content.
Note: When you tab out of the article title, the application automatically verify the duplicates,
searching for any content with the same or similar title. All content with the same or similar title
is displayed.
3. If you find an existing article, click Resolve as duplicate or to create a new content, click continue.
4. Enter a brief abstract that describes your content. This is visible to users when they point to the
content title.
5. Select the taxonomy category to which the content belongs. You can select multiple categories for the
same content.
6. You can add text using any one of the following methods:
a. To add and format text manually, use Rich Text Editor. For more information, see Editing content.
b. To add the source URL that points to the content, then select Publish settings > Content type >
URL. Enter the content URL details in the Content Source URL text field.

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 Content management life cycle

Note: Ensure that you test the URL. Click Save Draft and Preview to ensure that URL redirects,
popups, or other authentication are accounted for and do not negatively impact the end-user
experience. Using the Preview feature, you can view content as an end user would see it in your
application.
7. Select the master language from the Language list.
8. If you plan to post a translated version of this article in one or more additional languages, select the
Add language check box.
9. Click New translation > Select a language > Submit. When you publish an article, it creates cloned
draft versions of the master article that can be translated into the designated languages. The draft
articles are routed to the Knowledge Content - Translations work basket, where an author can directly
translate to the specified language or export to a CSV file that can be sent to a vendor for translation.
For more information on language management, see Multi-language management.
Note: Actual content translation is not supported by Pega Knowledge. For more information
on configuring the auto-translation API, see Pega Knowledge Implementation guide on Pega
Knowledge product page.
10. Update the Schedule settings:
• Publish on – Enter or select the desired date and time for this content to be made available to
end users. The default setting will automatically make the content available to end users upon
publication, assuming content is being published in a production system.
• 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.
11. Optional: Select Schedule review in to set up an automatic content review notification in the specified
time period (for example 6, 12, or 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 active.
12. Select the desired display settings:
• For internal use (employees only) – select this option to make this content visible only to employees
and not to external customers.
Note: Other Pega Knowledge security restrictions, if specified in the associated Taxonomy
category, are also applied to employees.
• Show version number on content - select the check box to show the version number on the content
page viewed by end users.
13. You can add tags, attachments, and links to the content. These details are useful for referring to other
related topics or files.
14. Click Save Draft to save the draft content.
15. After your content is in the desired format for submission, then click Submit. The content moves to the
Approval stage and the content status changes to Pending-Approval.

Publishing content
Publishing content provides an opportunity to publish approved content and make it available to end
users.

• Approving draft content

• Publishing approved content

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Content management life cycle

Approving draft content

The approval stage provides an opportunity to review and edit the content and the ability to reject content
and add notes on describing required for improvements. The approver can route the content back to the
original author or to a shared workbasket used for draft content named Knowledge Content – Drafts.
This action also moves the content back into the Creation or Draft stage with a Pending-DraftRejected
status.
After the author corrects the content issues, clicking Submit returns the content to the Approval stage
with a Pending-Approval status. Once the content is in an acceptable format, the approver clicks
Approve and advances the content to the Publication stage with a status of Pending-Publish.
Note: Only operators with Approval and Publisher roles can approve content.

1. In the Pega Knowledge portal, click Work > Workbaskets.

2. From the Select a workbasket list, select Knowledge Content – Approvals. The content statuses with
pending approval are shown.
3. Select the desired content to view in edit mode. You can validate the content and edit if necessary.
4. Click Approve to save the content and the content status shows as Pending-Publish.

Publishing approved content

After you approve the content in the Approval stage, it is ready for final review prior to publishing for end
users. Publishers also have the ability to continue editing content or rejecting content, or to route it back
to the original author or the Knowledge Content-Drafts workbasket in the Creation / Draft stage.
When the content is ready for publication, the author clicks Publish, which changes the content status
to Resolved-Published. The content remains in the Publication stage until it is archived by an approver
or publisher. The content will be indexed by the Pega search engine and will be available to end users
generally within few minutes. Content configured with a Publish on date will be automatically published
upon reaching that date and time.
Note: Only operators with the Publisher role can publish content.

1. In the Pega Knowledge portal, click Workbaskets.

2. From the Pick a workbasket list, select Knowledge Content – Publish. All articles with a content
status of Pending-publish are shown.
3. Select the content you want to edit. You can validate the content and edit if necessary.
4. Click Publish. The content is saved with Resolved-Published status and made available to end-users.

Creating draft content in the Pega Customer Service

interaction portal
In Pega Customer Service interaction portal, customer service representatives and managers can create a
draft article to submit to the Pega Knowledge authoring team for editing and publishing.
In Pega Customer Service Interaction portal, customer service representatives can submit their draft
article text or an article idea using the simplified article submission window. It is not required to enter an
article title, abstract, or category, and can quickly enter the text and submit.
1. Click Create, and then click Case type for content candidate work type.

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2. In the Create content page, add details about the article in Title, Abstract, Categories and Content
fields. For more information, see Creating content.
3. Click Submit.
The draft article or idea is routed to the Knowledge Content - Content Candidates (KCC) workbasket in the
Knowledge portal.

Changing content status

The KMPublisher and KMSysAdmin roles can use the new bulk processing option in the content view to
change article statuses in-bulk. This automates the processing of changing the article statuses, rather
than manually changing the individual article statuses through the standard authoring and approval flow.
After selecting the desired articles, authors can change the status of those articles to Resolved-Published,
Pending-Approval, or Pending-Publish.

1. In the left navigation panel, click Knowledge > Content.

2. In the All content tab, search for the content based on your criteria. For more information on
searching content, see Search content in the Knowledge portal.
3. Select the content check box for which you want to change the content status and then click Bulk
processing.
4. In the Change status window, select the required status from the Status menu. For example, if you
want to change the current content status Pending-Publish to Resolved-Publish, select Resolved-
Publish.

Editing content
Publishers can make changes to an existing or published content. When you are editing published
content, the current version of the content remains available for end users.
To edit content, perform the following steps:
1. In the left navigation panel, expand Knowledge and click Content.
2. Search for and click the content that you want to edit.
3. To make changes to the content, click Edit. Pega Knowledge creates a new version of the content with a
Pending-Publish status and allows the author to make changes.
4. After making changes to the content, click Publish. The new version is saved with Resolved-Published
status and made available to users. The previous version is automatically archived with the Resolved-
Archived status.

• Adding Image settings

• Adding videos
• Marking article text as internal
• Adding references to other articles
• Archiving content
• Clone content

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Content management life cycle

Adding Image settings

You can add images to the content and it must be in PNG, JPEG, or GIF format. After you browse, select,
and upload an image:
1. Select the respective image and click the Image icon.
2. Specify the width and height of the image that is appropriate for your content.
3. Click the padlock symbol so that it appears locked if you want to retain the aspect ratio of the image.
4. Optional: You can define a border of the width you specify in pixels, add or subtract horizontal space
(HSpace) or vertical space (VSpace) or both to adjust the placement of your image using "-" before your
pixels #.
5. Alternatively, you can simply use the Alignment list.
Note: Image file names cannot contain spaces. Use the underscore character if necessary (for
example, My_Sample_Graphic.jpg).
Note: Content with images that are viewed in a self-service or non-Pega web application should
use an absolute URL for the images; do not upload the image. This is done so that non-Pega web
application can render the image in the content. Organizations that plan to support extensive
multimedia or image-intensive content should consider maintaining a separate server as a
repository for images and multimedia files and then use the external URL approach to reference
the images and multimedia files.

Adding videos
You can add videos to the content based on your business needs.
To insert a YouTube™ video, follow these steps:
1. Click Source to view the HTML source code for the page
2. Copy and paste the Embed tag from the original video on the YouTube™ site. The video displays in the
Pega Knowledge display harness and is played based on browser settings.
3. Click Source and the video displays in the content Body (rich text editor), and you can play the video.
4. To adjust the size of the video display, clicking Source and edit the tag.
Note: Google Chrome browser may generate an error when you publish an article with the
YouTube Embed code for security reasons. However, refreshing the Google Chrome browser shows
that the video was successfully published.

Marking article text as internal

Pega Knowledge authors can mark a sentence, paragraph, or entire section of an article as internal. When
the content is marked as internal, the content is highlighted with a gray background that provides a visual
indicator of internal content. Customer Service agents can see the full article. External users, such as KM
help site users, cannot see the sections marked as internal.
To mark content as internal, perform the following steps:
1. In the left navigation panel, expand Knowledge and click Content.
2. Click the content that you want to mark as internal.
3. Click Edit.
4. To mark the content as internal, select the paragraph or text.
5. In Display settings section, select the For internal use (employees only) check box.

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Adding references to other articles

You can insert references to other Pega Knowledge articles within the body of an article, and you can
also add a reference to another Pega Knowledge article. These references can be accessed on the help
site within the body of the article and in the Related links area of the current article. Customer service
representatives or Pega Knowledge help site users can open the related articles in a separate browser
window to view the articles that are added as references.
To insert references to other Pega Knowledge articles, perform the following steps:

1. In the left navigation panel, expand Knowledge and click Content.

2. Click the article that you want to edit.
3. To insert references within the body of the content, click Edit. The content appears in edit mode.
a. Place the pointer in the text location where you want to insert the reference.
b. In the Content section, click the Article references icon. The Article reference window appears.
c. Select the category from the list. The articles for the selected category appears.
d. Select an article. The article title is added as a link within the body of the article.
4. To add references to an article in the Related Links section of the help site, on the right side of the
page, click the Content tab.
a. Click Add. The Add article references window displays the list of articles. You can filter the articles
based on the titles and category.
b. Select the article check box and click Submit. You can select and add multiple articles at the same
time.
5. To save the changes in the article, click Submit.
The references are added to the article both within the body and also in the Related links area of the
article.

Archiving content
As a publisher, You can archive published content that is no longer required for your customers. After you
archive the content, the content search results do not display the archived content.
To archive content, perform the following steps:
1. In the left navigation panel, expand Knowledge and click Content.
2. Search for and click the content that you want to archive.
3. From the Actions menu, click Archive content. The content status changes to Resolved-Archived.

Clone content
The clone content capability creates a copy of an existing content. Clone content helps you to reuse the
existing content, and then modify as needed. The cloned content appears with a New-Draft status.
To clone content, perform the following steps:
1. In the left navigation panel, expand Knowledge and click Content.
2. Click the content that you want to clone.
3. From the Actions menu, click Clone content. The content status appears as New-Draft.

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Content management life cycle

Rejecting content
As an Approver or Publisher, you can reject content if the content is not appropriate or if the content
requires changes. The content status automatically changes to Pending-DraftRejected and the content
stage is set to Creation/Draft. You can reject the content and assign it to the original author or route it to
the Knowledge Content - Drafts workbasket for another author to pick up.
To reject content, perform the following steps:
1. In the Pega Knowledge portal, click Workbaskets.
2. From the Pick a workbasket list, select Knowledge Content – Publish. All articles with a content
status of Pending-publish are shown.
3. Select the content you want to edit. You can validate the content and edit if necessary. You can
reject the content and assign it to the original author or route it to the Knowledge Content - Drafts
workbasket for another author to pick up.
4. To reject the content, from the Actions menu, click Reject.
You can add rejection notes, explaining what needs to be corrected in the content. When an author opens
the rejected content to edit, the Rejection note displays at the top of the screen for easy reference.
Authors can also withdraw content while in edit mode. Click Actions > Withdraw Content to withdraw
content that is not required.

Printing an article
Using the Pega Knowledge portal, you can print an article to review in a hard copy format. This feature lets
you print the article and images.
To print an article, perform the following steps:
1. In the left navigation panel, expand Knowledge and click Content.
2. Click the content that you want to print. You can also print the content in edit mode.
3. From the Actions menu, click Print.

Multi-language management
Using multi-language management capabilities, authors can create and manage articles with linked
translated versions.
Note: Language management does not translate articles. Language management lets you export
the article and send it to an external translation vendor, and then import it back into the Pega
Knowledge application for final publication.
After the master language article is published, the application automatically creates cloned drafts, each
flagged with the selected languages for translation. These drafts are routed to the Knowledge Content
– Translations workbasket where the author can either edit the articles or select the articles to export.
Upon export, Pega Knowledge creates a .CSV file with the main article attributes mapped to columns (for
example, title, abstract, language flag, content body, and tags). You can then send this exported article for
translation.

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Any subsequent edits to the published master language articles automatically creates drafts of the linked,
translated versions and routes them to the Knowledge Content – Translations workbasket for edits
or external translations. This simplifies the operational aspects of managing multiple linked translated
versions for authors.
After the translations have been completed, the updated .CSV file can be imported back into the
application for final review, editing, QA, and publication.
Each article has a language flag that helps the translation vendor to know the appropriate language for
each article.
Pega Language packs do not translate Pega Knowledge articles, but do provide localization for the
Knowledge Portal for menu options, navigation panel labels, and other UI elements that are handled in
the language pack.

Enabling automatic content tags

Pega Knowledge administrators or site managers can enable auto-tagging for articles leveraging Pega’s
Artificial Intelligence (AI)-based text analyzer to scan the article title, abstract, and content body to identify
relevant topics and suggest related tags.
Follow these steps to enable automatic content tags for articles:

1. In the left navigation panel, click Configurations  > Auto tagging.

2. Select the Enable auto-tagging for articles
3. Select the number of automatic content tags to be created from the Limit tag suggestions to drop-
down list. By default, the limit is set to 3.
4. Click Save.

Reassigning articles
Using the bulk processing capability, Pega Knowledge users with KMPublisher or KMSysadmin role can
transfer (reassign) articles in bulk and can also Withdraw or Reject content. Users can filter articles by
status, author, or work queue. Pega Knowledge users can select the desired bulk action such as Transfer,
Withdraw, or Reject content.

1. In the left navigation panel, click Work > Transfer work.

2. In the Process articles, filter the articles based on Status, author and queues and click Filter
articles.
3. Select the check box for the articles you want to transfer or reassign the articles.
4. Click the Select action button and then click Transfer.
5. In the Transfer window, select to whom you want to transfer or reassign the selected articles. You can
reassign or transfer the articles to a particular operator, reporting manager, work queue, work group,
or to a work group manager.

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Pega Knowledge Troubleshooters

Pega Knowledge Troubleshooters

Pega Knowledge Troubleshooters provide dynamic diagnostics capabilities to help diagnose common
product or service issues. Authors can create multiple troubleshooters and related questions and
actions that are designed to guide your customer or customer service representative through a series of
diagnostic steps. Customers can access troubleshooters using help sites and web self service portals.
Customer service representatives can access troubleshooters from Pega Customer Service Interaction
portal. You can add multiple types of questions based on the type of question and expected responses
from end users. Troubleshooter questions can also launch other troubleshooters to support complex
diagnostic scenarios.
Follow these steps to create troubleshooters:

• Creating a troubleshooter
• Creating and adding questions to a troubleshooter
• Creating questions in the Question repository
• Creating troubleshooter categories
• Creating a troubleshooter content
• Deleting a question
• Deleting a troubleshooter

Creating a troubleshooter
You can create a troubleshooter to present one or more questions to a user. You should organize your
questions to guide the user through the appropriate diagnostic steps.

1. From the left navigation panel, click Knowledge > Troubleshooters.

2. To create a new troubleshooter, in the Troubleshooters tab, click Add troubleshooter.
3. In the Create troubleshooter page, enter a unique name that describes the purpose of
troubleshooter.
4. Click Submit.

You can see the newly added troubleshooter in the Troubleshooters list. You can now create and add
question to the respective troubleshooter.

Creating and adding questions to a troubleshooter

A question in a troubleshooter prompts customers or customer service representatives to choose the
appropriate option based on the format that you define. By using questions, you can help customers or
customer service representatives to narrow down their search and find an appropriate article. You can
create and add a question for a particular troubleshooter and the same question can be added to the
Question repository. Similarly, you can add a question that can be modified for reuse from the question
repository.
For more information on creating and adding a question to the Question repository, see Creating
questions in the Question repository.

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You can create questions using a radio button, text box, answer or information, and launch a different
troubleshooter. Each question that you create gets assigned with a question ID, troubleshooter, and
question type. You must determine the order of questions before you create the questions.

1. From the left navigation panel, click Knowledge > Troubleshooters. and then click Troubleshooters
tab.
2. In the Troubleshooters tab, click the appropriate troubleshooter name link from the troubleshooters
list.
3. Click Add question. You can add a question to a troubleshooter in two ways, one way is by adding
an existing question from the question repository or another way is by creating a new question for a
particular troubleshooter.
4. If you want to add an existing question from the Question repository, select the Choose from
Question repository check box.
a. In the Repository questions text box, search for the question that you want to add by using the
first the three letters of the question or by using the Repository question code, for example RQ-02.
b. Select the question that you want from the list. The Answer/Information and Response type auto-
populates. You can make changes to the question if required.
5. To create a new question, enter the question in the Question text box.
6. Select the fields that you want to add to the articles from the Response type drop-down list:
• Radio button- You can provide the list of choices that a user can select.
• Textbox- You can add a text box that allows users to enter text. For example, user can give
feedback.
• Answer / Information- You can add text as answers or link an article from a particular category
using the rich text editor.
• Launch Troubleshooter- Select another diagnostic or troubleshooter from the Launch another
diagnostic drop-down list. This helps the user to find the information by navigating to another
troubleshooter.
7. You can add a service case in the rich text editor or as a suggested action.
a. To allow customer service representatives or customers to launch a service case from the inline text
of the question, click the Case types icon in the rich text editor. Search for the case type and click
Add. You can add a particular case type in the rich text editor.
b. To allow customer service representatives or customers to launch a service case from the
Suggested actions section, click Add item in the Suggested actions section. Search for the case
type and click Add.
Note: To add and launch a particular case type from the troubleshooter, you need to
configure the Pega Knowledge troubleshooters with your Pega Customer Service application.
For more information on configuring the Pega Knowledge troubleshooter, see Configuring the
Pega Knowledge troubleshooters.
8. If the current question is the response to any of the previous questions, select the dependent question
from the Show current question when drop-down list. If this is the first question in a particular
troubleshooter, there is no need to select any question.
9. To set the response condition for the current question, select the question from the Question
response was drop-down list. If the selected dependent question is of Textbox response type, then
enter the information in Question response was text box.
10. To add related articles for the current question, in the Related articles section, click Add item. Search
for the articles that you want to add and click Submit.
11. Click Save. This question now gets displayed in the troubleshooter question list.

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Pega Knowledge Troubleshooters

Creating questions in the Question repository

In Pega Knowledge troubleshooters, the question repository consists of questions that can be reused for
multiple troubleshooters. Question repository helps you to avoid creating duplicate articles and a
question added to a repository can be used for multiple troubleshooter. You can add these repository
questions to any of the troubleshooters. You can create and add a question for a particular
troubleshooter and the same question can be added to the question repository. Similarly, you can add a
question to a particular troubleshooter from the question repository that can be reused as is or by
making changes.
For more information on creating and adding a question to a troubleshooters, see Creating and
adding questions to a troubleshooter.
You can create repository questions using a radio button, text box, answer or information and launch a
different troubleshooter. Each question that you create gets assigned with a Repository question id (RQ)
and the type of question. You can edit the existing repository questions and you can also update all the
questions that are referenced to the various troubleshooters.

1. From the left navigation panel, click Knowledge > Troubleshooters and then click Question
Repository tab.
2. Click Add repository question.
3. Enter the question in the Question text box. This question gets displayed in the question list.
4. Select the fields that you want to add to the articles from the Response type drop-down list:
• Radio button- You can provide the list of choice that a user can select.
• Textbox- You can add a text box that allows users to enter the text. For example, user can give a
feedback.
• Answer / Information-You can add text as answers or link an article from a particular category
using the rich text editor.
5. To add related service cases for the current repository question, in the Suggested Actions section,
click Add item. Search for the service cases that you want to add and click Submit.
6. To add related articles for the current question, in the Related articles section, click Add item. Search
for the articles that you want to add and click Submit.
7. Click Save.

Creating troubleshooter categories

In the Pega Knowledge portal, as a KMSysadmin or KMPublisher you can use the troubleshooter
categories configuration tool to create the troubleshooter categories based on the targeted product areas
and related problem types, sub-problem types, and the corresponding troubleshooter. This approach
provides a simple way to navigate to the appropriate troubleshooter by selecting their product, main
problem area, and then the sub-problem type. Once the sub-problem type is selected, the corresponding
troubleshooter is automatically launched. The navigation configuration is leveraged in both the Customer
Service interaction portal and web self-service applications, ensuring a consistent troubleshooter selection
experience, across channels. Customer service representatives can utilize drop-down menus to select the
product, problem type, and sub-problem.
To create troubleshooter categories, perform the following steps:

1. In the left navigation panel, click Configurations > Troubleshooter categories.

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2. Click Add product.

3. In the Create product window, enter the product name.
4. To add any icon to the product, click Upload file and select the image from your local media.
5. To add a problem type to a product, click Add problem/sub-problem.
a. In the Add problem or Subproblem, select the Product name from the Product name drop-down
list.
b. If you adding a sub-problem for a product, select the Is sub problem check box.
6. Enter the problem name in the Problem field.

Creating a troubleshooter content

You can create troubleshooter content by defining key attributes such as content title, abstract, and
publication date. These articles can be linked to the appropriate troubleshooter that you have created.
The status of the content is assigned as New-Draft and remains in this status until the author clicks
Submit to route the content to the Approval stage.

1. From the Knowledge portal, click Create > Create Content. In Knowledge Content landing page, a
New-Draft version is created.
2. Enter a clear and concise title for your content that specifies the purpose.
3. Enter a brief abstract that describes your content. This is visible to users when they point to the
content title.
4. Click Add category and select the taxonomy category to which the content belongs. You can select
multiple categories for the same content.
5. Select the Content type as Troubleshooter from the Content type drop-down list
6. To link this content with a troubleshooter, select the respective troubleshooter from the
Troubleshooter drop-down list.
7. Update the Schedule settings:
• Publish on – Enter or select the desired date and time for this content to be made available to
end users. The default setting will automatically make the content available to end users upon
publication, assuming content is being published in a production system.
• 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.
8. Select the desired display settings:
• For internal use (employees only) – select this option to make this content visible only to
employees and not to external customers.
Note: Other Pega Knowledge security restrictions, if specified in the associated Taxonomy
category, are also applied to employees.
• Show version number on content- select the check box to show the version number on the
content page viewed by end users.
9. You can add tags, attachments, and links to the content. These details are useful for referring to other
related topics or files.
10. Click Save Draft to save the draft content.

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Pega Knowledge Troubleshooters

11. After your content is in the desired format for submission, then click Submit. The content moves to the
Approval stage and the content status changes to Pending-Approval.
12. Optional: To preview the troubleshooter content, click Preview.

Deleting a question
You can delete unwanted questions that you have added to a troubleshooter.
Note: You cannot insert questions in a troubleshooter, but you can append new questions. You
must determine the order of questions before you create the trouble shooting questions.
Follow these steps to delete a question:

1. In the left navigation panel, click Knowledge > Troubleshooters.

2. Click the Questions tab.
3. Select the troubleshooter from the Filter by troubleshooter drop-down list.
4. Click the Delete icon of the question that you want to delete.
You may need to re-organize the questions if you delete any of the questions from a troubleshooter.
You can verify and preview the diagnostic steps organized in the troubleshooter.

Deleting a troubleshooter
You can delete an existing troubleshooter if it is not required. All the questions applied to the particular
troubleshooter gets deleted.
To delete a troubleshooter:

1. From the left navigation panel, click Knowledge > Troubleshooters.

2. In the Troubleshooters tab, click the Delete icon of the troubleshooter that you want to delete.

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 Pega Communities

Pega Communities
Pega Communities provides an ability to your customers, partners, and employees to explore and discuss
solutions to common questions and issues. Community members can leverage the expertise of their
peers and your business experts to openly collaborate and find answers in a safe, moderated forum.
Using Pega Customer Service, customer service representatives can view a summary of the most recent
community posts by a customer, view all of the customer's posts, and open a full discussion thread to
see an entire conversation for full context. Customer service representatives can reply to a post which
is automatically marked as Best Answer or can mark an existing reply as Best Answer if a participating
member has already provided the correct answer.

• Community site management

• Navigating a community site
• Starting a new discussion
• Best answers capability
• Searching in the Community

Community site management

You can create, configure, and publish a community site from the community page in the Knowledge
Portal.
Note: Pega Knowledge supports the creation and deployment of a single community site. A
sample site is provided for reference only.

Published tab

Displays the published community site, and the sample (site provided with the installation), displaying
the community title, author name, last updated date, and status. When you select a community site, you
are directed to the community configuration page. You can update the configuration setting and styles
and click Publish to publish the changes.
Click Save Draft to save your changes in draft. This helps you to review the site and publish later.

Draft tab

Displays the draft community sites details, and status. When you select a community site, you are
directed to the community configuration page. After updating the configuration settings, click Publish to
publish the community site or click Save Draft to save the community site as a draft.

Navigating a community site

The community site provides navigation that allows users to explore discussions by category, view recent
posts and replies, view topics that are trending in the community, and quickly view their own posts and
replies.
Community members can reply to posts to provide solutions and answers to common questions. The
creator of a post can mark a reply as Best Answer, allowing other members with the same question

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Pega Communities

to find that answer. Replies marked as Best Answer are automatically routed to a Pega Knowledge
workbasket as knowledge content candidates, If approved and promoted to a Pega Knowledge content,
community best answers can be another source for providing valued content leveraged by both internal
and external users.

Categories
On the Categories tab, you can see the categories that are available in the community site. Select a
category to view relevant questions and solutions. You can also comment, reply, and follow the posts.

Recent
In the Recent tab, you can see the most recent posts and replies.

Trending
In the Trending tab, you can see the most active posts in the community.

My discussion
In the My discussion tab, you can see the list of the discussions that you started and the discussions
that you follow.

Badges
Pega Communities provides an awards and badging capability to encourage active participation among
members. Members earn badges based on reaching thresholds for number of replies, best answers, use
of tags, and a variety of other criteria. In the Badges tab, you can see the badges that you have earned,
details about the other badges that you can be awarded, and the criteria that are required to earn them.

Start a discussion
Click this option to start a discussion and enter your question. For more information about starting a
new discussion, see Starting a new discussion.

Recent badges
Displays the recent badges received by community members.

Follow
Members can follow the community posts and discussions to track. You can see all the followed posts
and discussions in My discussion tab.

Send emails to new replies

Members can now optionally receive email notifications when a post receives a new reply or
comment. The notification option is post-specific and the member can easily opt-out of receiving email
notifications.

Popular tags
Displays the commonly used tags in the community. Click a tag to search for relevant articles or
discussions.

More like this

Members can now see the community post links and articles based on the tags associated with the
existing community post.

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Member name drop-down

Members can edit their profile by selecting the Profile option from the member name drop-down in the
header of the community site. Members can change their community account password by selecting
the Change password button, and can edit their user name and any personal or professional skills they
want to be associated with their community account using the Edit button.

Starting a new discussion

Members can start a new discussion when they are looking for an answer or information that is not
already available in the forum.
1. On the community site, click Start a discussion.
2. Enter the topic title.
3. From the Category list, select a category that you believe best classifies your question or topic.
4. Enter the description of the question or topic. You can apply styles, upload images, and provides
hyperlinks to external websites.
5. Enter a tag name or select from the available tags to help other members more effectively search for
your question or topic. You can specify multiple tags to a topic.
6. To save your changes and make your discussion public, click Post.

Best answers capability

Pega Communities allows a member to mark a reply as the Best Answer for their question or post. Only
the owning member of the post or a moderator can mark a reply as Best Answer. Replies marked as best
answer by a moderator are flagged as Moderator Best Answer, to differentiate them from a member's
best answer flag.
The Mark as Best Answer option is enabled if you have started a discussion on the community site. You
can select the Best Answer based on the discussions and replies. When a reply is marked as Best Answer,
a copy of the post is placed below the original question, allowing other members to quickly see the Best
Answer in the discussion thread.
When a community post or reply is marked as Best Answer,
1. The application automatically creates a draft knowledge article with the post's original question and
the best answer, and route it to the Knowledge Management > Workbaskets > Knowledge Content
- Content Candidates.
2. An author can open the content candidate and determine if it qualifies as a published article and clicks
Approve to save the draft content. Once approved, the content moves through the standard Pega
Knowledge content approval process prior to publication.
3. Optional: click Actions > Reject Content Candidate to delete the draft content.
Community members who are following a discussion receives a notified via email that a Best Answer has
been provided. The member can click on the provided link to view the discussion and Best Answer.

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Pega Communities

Searching in the Community

Community members can search for answers by entering search terms in the search bar located in the
banner image area or the tab area when in discussion view. Pega Communities leverages a beneficial
combined search result display, showing both relevant community posts and knowledge articles. This
allows the member to find answers quicker, regardless if they are in the form of a post or a knowledge
article.
Depending on which site the user is in (e.g. Community or knowledge help site), clicking on an article or
post search result will navigate the user to the native site to read the full article or discussion.

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 Community moderation

Community moderation
With community moderation, you can continuously monitor the community site to ensure that it is active,
healthy, and safe forum for customers and business partners. As a moderator, you can browse the
community sites and see the posts that require proactive action, rather than waiting for a member to
report an issue. 

Moderation dashboard
In addition to moderation capabilities available directly on the community site, the KMModerator user
is also provided moderation tools directly in the Knowledge Portal, accessed from the Moderation link
under the Community navigation panel option.

Log in to the Knowledge Portal as a moderator to view the Moderation dashboard. As shipped, the
Moderator dashboard provides a view of two community-related charts
• Community activity report by day, week, month, or year, such as new posts, and answered or
unanswered posts.
• Best answers accepted and rejected chart gives an insight on number of best answers that are
actually converted to published content and the number of best answers that are rejected

• Moderating posts and members

Moderating posts and members

A moderator can open a reported post case and can review the discussions for the case to understand
the context of the entire thread, such as why the post was made, and whether or not the entire discussion
needs to be addressed.
The Pega Knowledge portal provides a moderation tool that is used to monitor reported posts. To access
this tool, In the Knowledge portal's left navigation panel, click Community > Moderation.
The Moderation page consists of the Reported posts tab and the Members tab.

• Reported posts
• Moderating a post
• View user profile
• Deactivating an account
• Mark a best answer
• Reporting abusive or inappropriate posts

Reported posts
You can search for a reported post by using the post title and post types. In the Reported posts tab, enter
the post title and select the post type from the All reported drop-down list.
As a moderator, you can review reported posts and take various actions on individual posts or the entire
discussion threads, or the owning member of the post. The Reported posts tab displays a complete list of
reported posts.

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Community moderation

Moderating a post
As a moderator, you can perform various actions on individual posts or on the entire discussion thread.

1. In the Knowledge portal's left navigation panel, select Community > Moderation.
2. In the Reported posts tab, under the post content column, click a post link. A post content page
displays.
3. To close the reported post, click Resolve.
4. To cancel the changes, click Cancel.

View user profile

Moderators can view user profiles, to review basic member information such as when they joined the
community, email address, skills, and discussion activity including original posts, past moderator actions,
and replies and comments to other posts.
As a moderator, you can take action on a member, if warranted. Actions include sending an email or
deactivating a member's account for a configurable period (for example, 1-day, 7-days, 30-days, 60-days,
or indefinitely, if necessary). When a member's account has been deactivated, they can still access the
site, but with read-only access to the discussions (no participation is allowed). Only a moderator can
"reactivate" a member's account.
As a moderator, you can perform the following actions on members in a community:
• Deactivate member accounts (member's login is revoked), for 1 day, 7 days, 30 days, 60 days, or
indefinitely. When a member's account has been deactivated, the member will receive an email
notification from the moderator stating the action. Once the deactivation period has been reached, the
member's account will be reactivated and they will receive an email notifying them of the reactivation.
• A moderator can also manually reactivate a deactivated member account.

Deactivating an account
When a member's account is deactivated for certain period of days, after the deactivation period is
completed, the system agent, PegaKMPortal runs, and removes the member from deactivation status.
This agent runs every day at 12 am IST.
To modify the agent rule, follow these steps:

1. Log in to Dev Studio.

2. In the Explorer panel, click Records > SysAdmin > Agent Schedule.
3. In the Key Contains field, enter PegaKMPortal.
4. Click Run.
5. Click the PegaKMPortal account you want to update.
6. In Schedule tab, click Advanced.
7. Edit the required parameters such as Start Time, Time Zone, and Pattern.
8. Click OK.

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 Community moderation

Mark a best answer

As a moderator, in a community site, if you see the correct and the best answer in a discussion, you can
mark that reply as Moderator Best Answer. The site automatically updates the original post as answered,
and places a copy of the Moderator Best Answer reply immediately below the post so other interested
members can quickly see the answer as well, without having to scroll or search through long discussion
threads.
Customer service representatives using Pega Customer Service 8.1 can also view customer posts and
discussion threads and also have the ability to mark a Best Answer. CSR Best Answers are also marked as
Moderator Best Answers in the community site for simplification

Reporting abusive or inappropriate posts

You can allow community members to report a post and submit their comments to the moderators.
Pega Communities ships with a few sample reasons that you can edit, or delete, or you can add your
own reasons for reporting a post. When a member selects the Report post option on a post, they are
presented with a modal window where they can select the reason for reporting a post reason and can
optionally enter a note to provide more details about why they are reporting the post.
1. To allow members to post the report posts, select the Allow user to report posts and comments to
moderators check box. After you select this option, users can edit, delete or add reasons for reporting
a post.
2. Click Add reason and enter the reasons for reporting a post.

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