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Moderating posts and members

Updated on December 21, 2021

A moderator can open a reported post case and can review the discussions for the case to understand the context of the entire thread, such as why the post was made, and whether or not the entire discussion needs to be addressed.

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The Pega Knowledge portal provides a moderation tool that is used to monitor reported posts. To access this tool, In the Knowledge portal's left navigation pane, click Community> Moderation.

The Moderation page consists of the Reported posts tab and the Members tab.

Reviewing reported posts

As a moderator, you can review reported posts and take various actions on individual posts, the entire discussion thread, or the owning member of the post. The Reported posts tab displays a complete list of reported posts.

You can search for a reported post by using the post title and post types. In the Reported posts tab, enter the post title and select the post type from the All reported drop-down list.

Moderating a post

As a moderator, you can perform various actions on individual posts or on the entire discussion thread.

  1. In the left navigation pane of the community site, select Community > Moderation.
  2. In the Reported posts tab, under the post content column, click a post link. A post content page displays.
  3. To close the reported post, click Resolve.
  4. To cancel the changes, click Cancel.

Viewing user profiles

Moderators can view user profiles, to review basic member information such as when they joined the community, email address, skills, and discussion activity including original posts, past moderator actions, and replies and comments to other posts.

As a moderator, you can take action on a member, if warranted. Actions include sending an email or deactivating a member's account for a configurable period (for example, 1-day, 7-days, 30-days, 60-days, or indefinitely, if necessary). When a member's account has been deactivated, they can still access the site, but with read-only access to the discussions (no participation is allowed). Only a moderator can "reactivate" a member's account.

As a moderator, you can perform the following actions on members in a community:

  • Deactivate member accounts (member's login is revoked), for 1 day, 7 days, 30 days, 60 days, or indefinitely. When a member's account has been deactivated, the member will receive an email notification from the moderator stating the action. Once the deactivation period has been reached, the member's account will be reactivated and they will receive an email notifying them of the reactivation.
  • A moderator can also manually reactivate a deactivated member account.

Deactivating an account

When a member's account is deactivated for certain period of days, after the deactivation period is completed, the system agent, PegaKMPortal runs, and removes the member from deactivation status. This agent runs every day at 12 am IST.

To modify the agent rule, follow these steps:

  1. Log in to Dev Studio.
  2. In the Explorer pane, click Records > SysAdmin > Agent Schedule.
  3. In the Key Contains field, enter PegaKMPortal.
  4. Click Run.
  5. Click the PegaKMPortal account you want to update.
  6. In Schedule tab, click Advanced.
  7. Edit the required parameters such as Start Time, Time Zone, and Pattern.
  8. Click OK.

Marking a best answer

As a moderator in a community site, if you see the correct and the best answer in a discussion, you can mark that reply as Moderator Best Answer. The site automatically updates the original post as answered, and places a copy of the Moderator Best Answer reply immediately below the post so other interested members can quickly see the answer as well, without having to scroll or search through long discussion threads.

CSRs can also view customer posts and discussion threads and also have the ability to mark a Best Answer. CSRs Best Answers are also marked as Moderator Best Answers in the community site.

Reporting abusive or inappropriate posts

You can allow community members to report a post and submit their comments to the moderators. Pega Communities ships with a few sample reasons that you can edit, or delete, or you can add your own reasons for reporting a post.

When a member selects the Report post option on a post, they are presented with a modal window where they can select the reason for reporting a post reason and can optionally enter a note to provide more details about why they are reporting the post.

To allow members to report abusive posts:

  1. From the Knowledge community, select the Allow user to report posts and comments to moderators check box. After you select this option, users can edit, delete or add reasons for reporting a post.
  2. Click Add reason and enter the reasons for reporting a post.

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