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Knowledge management improvements in Pega Customer Service applications

Updated on April 16, 2021

The knowledge management user interface in Pega Customer Service has several improvements.

Pega Customer Service Release Notes
React-based knowledge management UI panelIn Pega Customer Service 8.5, the knowledge management panel has been refactored to use a ReactJS component architecture. This improves performance while supporting longer term objectives of adopting the ReactJS architecture for the entire Pega Customer Service application.

The improved knowledge panel also offers additional configuration flexibility through the App Studio settings. In the App Studio navigation pane, click SettingsApplication SettingsKnowledge Management and in the Article display in integrations section the following options are available:

  • Show article abstract
  • Show article category
  • Show article's last publication date
  • Show like and dislike count
  • Continue using Internet Explorer 11.
    Note: ReactJS does not support IE11, and it is recommended that customers use, for example, Microsoft Edge, Google Chrome, or Firefox. You should only select the Use IE11 compatible version for knowledge display when IE11 is the only available browser, which will switch the knowledge panel UI back to the 8.4 version. This option will not display the newer knowledge panel features available in the ReactJS 8.5 version.

For more information, see Configuring knowledge management settings in the Pega Customer Service Implementation Guide on the Pega Customer Service product page.

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