Pega Knowledge Help sites
Pega Knowledge provides built-in capabilities to easily configure and deploy knowledge self-service sites, supporting simple integration with your existing self-service web pages. Help sites can be quickly configured, styled, and branded using the configuration tools in the authoring portal. The configuration tool automatically generates the JavaScript and HTML needed to quickly integrate the help site with your self-service pages. Both ‘official’ curated knowledge (articles) and/or community functionality (discussions) can be delivered through this capability. KM authors can easily create KM help sites that display relevant categories and content for customers.
Pega Knowledge Product Overview
Product Overview
Help site configuration
- Authors access the help sites configuration tool from the main knowledge portal navigation panel
- The configuration tool allows authors to create, configure, and brand help sites to match their corporate standards.
- The configuration tool supports the ability to style key UI elements such as article links, category labels, and upload a banner image without requiring access to the Dev Studio or skin rule
- Preview how the help site will look to end users.
- Highlight featured content, web sites, or even documents (file attachments) using the Featured content gadget.
- Enable search engine optimization (SEO) for individual help sites
- Enable site security for specific help sites, which honor the taxonomy category security (content visibility restrictions)
- Specify which taxonomy categories and related content you want to display on your help sites
- Enable other gadgets such as Top-rated content, Recently published, and Suggest content gadgets.
Tiles and Classic Help site layout
- Two layout templates are provided: “tiles” and “classic,” which you can use to create professional-looking knowledge self-service sites out of the box.
- Breadcrumbs allow intuitive end user navigation to previous pages or back to the home page.
- End users can also search for content with the same Elasticsearch features that CSRs enjoy.
- The Suggest Content gadget allows customers to submit new content topics that are automatically routed to a KM author’s workbasket for consideration.
- A ‘More like this’ section displays the help site articles and posts based on the tags associated with the current help site article. The More like this section displays a maximum of four related articles or posts: two for related articles, and two for related posts.
Knowledge Help site deployment
- Embed knowledge help sites in existing web portals by using the auto-generated embed code and HTML snippet.
- Insert a simple HTML snippet into links, buttons, or images to redirect customers to your specified help site.
- The HTML snippet includes an article ID parameter which displays the article when the customer reaches the help site.
- Each help site created will generate a unique code to ensure redirects go to the intended site.
- The Link sites mapping tool accessed via the Configurations navigation option, provides an easy way to map your help sites to the corresponding community sites (when configured and published).
- Help site security – An optional security configuration can be enabled which enforces the access role security model specified at the taxonomy category level. This option can be enabled or disabled for each help site.
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