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Pega Knowledge Product Overview

Updated on January 20, 2022

Curious about Pega’s knowledge management (KM) application? This document summarizes what you get out-of-the-box with Pega Knowledge: its features and benefits, its knowledge self-service site and communities support, data model, and the various pre-configured roles and portals.

Pega Knowledge Product Overview Product Overview

Pega Knowledge is an enterprise knowledge management application that is part of Pega’s Customer Relationship Management (CRM) family of products. It consists of a knowledge portal, providing the tools and capabilities to manage the full life cycle of rich, multi-media knowledge content and the creation and deployment of knowledge self-service and community sites. The application supports the creation of guided troubleshooting flows providing both customers and CSRs with a step-by-step interactive flow to diagnose common service or product issues. The guided troubleshooting cases can be used through the Pega Web Mashup in web self-service applications, and can also be launched by CSRs in the Pega Customer Service interaction portal.

Pega Knowledge is integrated with Pega Customer Service and related industry solutions, providing simple configuration capabilities to proactively suggest contextual articles with service cases. Pega Knowledge is also pre-integrated with Pega Sales Automation. Pega Knowledge is also available as a standalone application.

Pega Knowledge helps you address the following key tenets driving Customer Service excellence:

Drive Agent and Customer Productivity

Intelligently guide service interactions and suggest relevant knowledge articles when agents need them. Enhance customer self-service experiences by presenting the information and answers they need to effectively resolve their own issues prior to engaging more costly contact center resources. Drive rapid product or service issue resolution through guided troubleshooter diagnostic flows.

Improve Answer Quality and Leverage Contact Center Expertise

Directly capture and route feedback to authors to evaluate and refine answers. Tap into traditional tribal knowledge by allowing contact center resources to submit their own article candidates to the knowledge management team.

Accelerate Time to Market

Easily author and rapidly publish knowledge, while maintaining a high degree of quality through the application’s staged authoring and approval workflow. Quickly configure and deploy knowledge self-service help and community sites, for customers and internal employees or partners.

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