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Creating content

Updated on December 21, 2021

As an author, you can create content by using pre-defined content types included with the Pega Knowledge application. Pega Knowledge administrators can also create additional content types as needed. Authors can use these additional content types to quickly create content using specific templates and default content attribute values.

The status of the content you are creating is assigned as New-Draft and remains in this state until you click Submit to advance the content to the Approval stage. After submitting the content for approval, the status changes to Pending-Approval. At any time during the creation process you can save the article as a draft to continue working on it before submitting for approval.

Pega Knowledge includes the following content types:

  • Authored (You add and format text manually).
  • URL (You create a link to external content. Clicking the article name opens the URL content).

Note: If you are including images in your content, ensure that you upload images with .jpeg, .png, and .gif formats only. If your image file has the .jpg extension, change the extension from .jpg to jpeg. For more information, see Adding images.
Pega Knowledge User Guide
  1. From the Knowledge portal, click Knowledge > Content.
  2. On the Content landing page, click New content. A New-Draft version is created to enter the details, as in the following example:
  3. In the Publish settings section on the right pane, verify that the default content type is correct. If not, click the Content type dropdown box and select a content type.
    For all content types, the content attributes are pre-populated with default values to save you time and ensure consistency when using the selected content type. You can change these default values at any time until you save or submit the content for approval. For a detailed description of these attributes, see Configuring content attributes.
  4. In the Title field, enter a clear and concise title for your content.
    When you enter the article title and move to the next field, the application automatically searches for and displays the titles of any articles with the same or similar title. You can click Resolve as duplicate to close the new article you were about to create, or click to Continue to modify the title if necessary and continue creating the article.
  5. In the Abstract field, enter a brief description for your content.
  6. In the Categories section, click Add category to select the taxonomy category to which the content belongs. You can select multiple categories for the same content.
  7. Add the text for your content in the Content section. This section contains the formatting associated with the content type. For more information on including reusable text snippets in your content, see Using snippets. For more information on using pre-formatted text, see Content templates.
    For the URL content type, enter the URL of the content in the Content Source URL text field, as in the following example:
    Note: Ensure that you test the URL by clicking Save Draft, and then clicking Preview to view the content as an end user would see it in your application. Verify that the URL redirects and that popups or other types of authentication do not block access to the content.
  8. Optional: You can add tags, attachments, links to internal or external web sites, and references to other Pega Knowledge articles to your content. These references are useful for providing information related to your content. After adding a reference on any of these tabs, the item that is referenced displays when you select the tab, as in the following example:
    • To add tags to the article, click the Tags tab and begin entering a tag name. The text box shows a list of tags to choose from. Select a tag and then click Add. You can select more than one tag. You can also enable auto-tagging. For more information, see Enabling auto-tagging.
    • To add attachments to the article, click the Attachments tab, and then click Add. On the Attach file(s) dialog box, click Select file(s) to browse for a file, or drag-and-drop a file in the designated area. Click Attach.
    • To add a link, click the Link tab, and then click Add. In the Attach a link dialog box, enter a name for the link, and then enter the URL. Click Submit.
    • To add a reference to a related article, click the Content tab, and then click Add. In the Add article references page, select the articles that you want to reference, and then click Submit.
  9. If the content is ready for submission, click Submit to move the content to the Approval stage and change the status to Pending-Approval. If the content is not ready for submission, click Save Draft to save the draft content and continue working on it later.

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