Key features
The following are some key features of Pega Knowledge. For a complete list of features, see the Pega Knowledge Product Overview Guide on the Pega Knowledge product page.
Robust authoring and content management
- Author and rapidly publish knowledge content
- Manage the content life cycle from a single portal
- Capture and route feedback to authors to evaluate and refine answers
- Maintain pre-formatted article template styles for consistent content formatting
- Flexible taxonomy categories to logically classify and group content
- Guide content approval and publishing flows to ensure quality content
- Handle mass article status or author assignment changes using bulk processing
Language translation management
- Multi-language capability simplifies managing multi-language content
- Import and export articles to support article translations and migrating legacy systems articles to Pega Knowledge
Content search
- Achieve higher visibility to your articles and community posts on popular search engines using Search Engine Optimization
- Identify potential content gaps through search result analytics
- Improve relevant search results by using fuzzy search to compensate for misspelled search items
- Identify potential content gaps through search result analytics
Guided troubleshooting
- Help customers solve product or service issues using guided troubleshooting diagnostic flows
- Create troubleshooters that support linking related articles with questions, and the ability to insert images or videos to provide a more visual diagnostic experience
Content visibility
- View how often content is viewed and rated
- Control content visibility using flexible security features
- Schedule periodic content reviews to ensure content freshness
- Supports community sites for customer and agent collaboration.
Achieve higher visibility to your articles and community posts on popular search engines using Search Engine Optimization.
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