Authoring, approval, and publishing content

The following is a list of key capabilities and features of the application that you can use out-of-the-box or extend to meet your business needs.

• Guided content creation process to intelligently move content through Authoring, Approvals, and Publication stages.
• Author, Approver, and Publisher roles allow more delineation of Knowledge management (KM) resources, separating who can approve, and/or publish content. Alternatively, a KM author can be assigned all three roles to immediately author, approve, and publish content.
• Approve, withdraw, or Reject content – Add notes when rejecting content so that the editing author knows what changes need to be made.
• Create rich content using a Rich Text Editor (embed images, animated gifs, multi-media, source tagging, hyperlink external links).
• Multi-language content management – Support linking of translated articles to the original language version, with automated notifications when any edits are made to the original article (for example, requiring similar edits to the translated versions)
• Content templates – Allow authors to create and utilize content templates to foster consistency when creating similar content, such as FAQs, How-Tos, or other articles that require pre-formatting for consistency across authors.
• Default content templates – Pega Knowledge administrators can select a default template that becomes the content template each author must use when creating new articles. When enabled, certain formatting options such as font, size, and alignment of rich text editor options are restricted. The administrator can override these rich text editor restrictions. This feature enforces formatting consistency throughout the knowledge authoring organization.
• Automated duplicate check for new article creation, which looks for articles with similar titles.
• Specify a URL as content (for example, reference an external or internal web page). Clicking the article title navigates the user directly to the specified URL endpoint/content.
• Preview content as an end user would see it to ensure that content is high quality and is visually appealing to the end user.
• Specify content Publication and Expiration dates – Automatically publish and/or archive content on specified dates. Articles that are in a Pending-Publish status can be edited, retaining their Pending-Publish status.
• Internal Only – Allows content to be flagged as “internal” so only employees have visibility to this content.
• Specify content language – Flag content with the language it was written in. Search and display will honor the end user’s browser language (related content will be displayed under any available preferred language content).
• Specify content review dates – Set a configurable review date for content, ensuring a continuous QA process. Authors are notified via email when an article is ready for its scheduled review.
• Reusable text snippets – Create text ‘snippets’ that can be reused in multiple articles. Any edits to the snippet will be automatically seen in any referencing article. Visibility to text snippets can be restricted by Access Group in the snippet configuration.
• Link content to multiple categories – Authors can link content to one or more taxonomy categories supporting flexible categorization of content.
• Authors can print articles with the same view as a CSR sees.
• Create articles with both internal and external sections. Authors can mark sentences, paragraphs, or entire sections as internal only. External users will not see these internally-marked sections.
• Reference other articles within an article. There are two display options: reference articles within the body of the article and/or reference articles in the Related links and attachments area, outside of the article body.
• File attachments – Attach files to content, allowing end users to view more detailed information and answers. End user browser file type support required (for example, MS Office docs, PDF, standard image types).
• Tags, file attachments, and web links are all easily managed through a single gadget.
• Auto-tagging – Configurable option to pass article title, abstract, and body to the Pega AI text analyzer and return suggested tags that are contextual to the article. Authors can delete or add other tags manually.
• Content Import/Export – Supports exporting multi-language content for external translations and importing once the content has been completed. Content Import/Export also aids in importing external content from legacy KM systems.
• Versions and Audit history – Authors can view article versions and an Audit history that provides a more detailed view of article transitions and status changes, including which author made the edits.