Key features

Updated on December 21, 2021

The following are some key features of Pega Knowledge. For a complete list of features, see the Pega Knowledge Product Overview.

Pega Knowledge User Guide

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

Multi-language capability simplifies managing multi-language content
Import and export articles to support article translations and migrating legacy systems articles to Pega Knowledge

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

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

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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