Pega Communities
Pega Communities (a component feature set of Pega Knowledge Management) allows your customers, partners, and employees to collaborate and to explore and discuss solutions to common questions and issues. Pega Community members can make use of not only the expertise of their fellow customers and contact center experts, but also your Pega Knowledge articles alongside community discussions, further helping customers help themselves.
The community capability comes pre-packaged with functionality that allows customers to follow and participate in conversations (or flag content they don’t feel is suitable). Extensive moderator-facing functionality enables community owners to properly enforce community standards of behavior. A moderator can edit, quarantine or remove discussions and lock, ban or email community members involved in an infringement. The Moderator also has workbasket functionality for posts and responses flagged by community members. Pega customers have the ability, if they so wish, to appoint external Moderators from their pool of super-users, who can perform the role without using Pega portals or seats.
Community functionality extends from your community web pages back into the Pega Customer Service Interaction Portal. CSRs can see the activity of active community members, when they reach into the Contact Center for assistance, and even respond to a community thread if needed and mark it as a Best Answer, if appropriate. Posts marked as Best Answers are routed as knowledge content candidates, allowing your organization to harvest the vast knowledge of the community. After editing and publishing, articles can be shared throughout the enterprise and, of course, on Pega Knowledge help sites.
Key features
The following are key Community features:
- Easy-to-use configuration tools to configure, brand, and publish community sites, promoting the collaboration of customers, service reps, or other business partners.
- Authors can quickly name, style, brand, and specify discussion categories they wish to provide for user community.
- Create multiple communities to support lines of business (for example, consumer and business).
- Utilize the knowledge help site taxonomy categories to make use of relevant articles during searches.
- Members can opt in and out of receiving email notifications about new replies to their posts.
- Profanity filtering – Community posts are scanned for profanity or other terms deemed inappropriate, as defined by the business. Members receive a warning that profanity has been detected, prior to posting a question, reply, or comment. The member can continue posting with the profanity, but the identified words will be masked using asterisks. Members can also open their posts and edit them to remove the offending words.
- Members can review discussion threads, post replies/comments, attach files, and post new discussion topics or questions.
- Members can edit their posts, including the title, main content area, and tags.
- More like this – Lists related articles and community posts that contain the same tag(s) as the post in context. Brings instant visibility to suggested/related content.
- Specify tags on posts to help garner higher contributor participation (enhanced search results).
- Auto-tagging – Auto-tagging community posts is a configurable option and when enabled, will automatically add contextual tags to a member’s post. The member can edit their post if necessary to remove any unwanted tags.
- The discussion thread creator can mark a reply as the “Best Answer” (or un-mark the reply) to ensure other community users can quickly identify the best reply to a post.
- Community members can delete a discussion thread if deemed unnecessary.
- Ability for community members to Follow (and unfollow) discussions.
- Visibility to popular discussion tags and search by the desired tag (combines resulting matches for both posts and articles).
- Search facility from KM Help Site or Communities returns both relevant articles and discussions.
- Highlight featured content, web sites, or even documents (file attachments) using the Featured content gadget.
Community Moderation
Key moderator actions include:
- Review reported posts and edit or delete individual posts or entire discussion threads
- Ban a member from a community site (read-only access, no participation allowed)
- Suspend a member’s account for a configurable period (for example, 1 month, 3 months, and so on). Member has read-only access to the community.
- Deactivate member accounts (member’s login is revoked).
- Lock a discussion (still visible, but no further actions are allowed by the members).
- Quarantine discussion threads (entire discussion thread is temporarily hidden from the community during moderator investigation).
- Moderator can email members regarding actions taken or behavioral issues
- Review member’s posts, replies, and comments.
- Mark a post as Moderator Best Answer (replies marked as Best Answer are routed to the “Knowledge Management – Content Candidates” workbasket and can be approved as a new draft article).
Additional Community features
The following are additional Community features
- Auto-route Best Answers to KM authors to promote as new knowledge articles.
- Allow members to report abusive or inappropriate posts (creates a case routed to moderators for appropriate action).
- Provide Pega Customer Service users visibility to customer’s community posts and the ability to reply and mark replies as Best Answer.
- Allow members to edit or delete their posts.
- Badges/awards capabilities for contributors. Earn different levels of badges or awards, with configurable thresholds.
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