Posted: 11 Feb 2020 7:58 EST Last activity: 3 Mar 2020 8:50 EST
Ask the Expert - Pega Collaboration Center (PCC) with Marissa Rogers
Join Marissa Rogers (@MarissaRogers) in our very first moderator-expert session (17th - 28th Feb) on Pega Collaboration Center!!
Meet Marissa: Marissa was hired 4 years ago as Pega’s first ever community moderator to work on what was originally a pilot program called the Product Support Community (PSC). The PSC then became the highly successful Pega Support Community (still PSC :)) on Pega Community; which in turn served as the foundation of this awesome new community experience we are calling Pega Collaboration Center (PCC).
Message from Marissa: Hi everyone! I'm so excited to finally showcase the new Pega Collaboration Center with you! I'm happy to answer any of your questions and would love your feedback for our new PCC!
Thanks for your suggestion! We chose to put it in the ellipses to follow the functionality that other Communities use. We will take that under advisement for the future. That's a great General Idea to share in our Ideas section. This will allow other users to vote and we can re-evaluate it if it something that more and more users would like!
I have also been excited for the new PCC to launch! There are so many that I have but here are a few that I love!
One of my favorite features is the ability for users to Report content that they feel doesn't provide value to the Moderation Team!
I feel that having this feature allows our users to help make sure we have the right information within the Pega Collaboration Center!
Another favorite feature is the ability to share content on Social Media using our social share icon:
This allows you to share content on your favorite Social Media sites easily!
Let's not forget our new and improved way to submit feature enhancements: Ideas! I love how our users are already using this space! They are not only sharing ideas for Pega enhancements but I'm seeing ideas for enhancing their usage of the Pega Community!
I truly feel that all of our features within the PCC will make for a much better collaboration area for everyone; from Pega employees to our Partners to our Clients!
I'd love to hear what your favorite new feature is!
can we use logical operators on searches within the community-website? I'm having in mind sth. like a '+'-sign in front of a term so that search results need to include this term or quotes for whole sequences of terms and similar.
This is a great idea for a feature, and is something that we have thought of implementing in the past! Knowing that there are users who will directly benefit from this will help us to prioritize it. Please Share this Idea here. This will allow other users to vote on it as well so we can track its need.
For now, you can use quotes to search, for example "Ask the Expert - Pega Collaboration Center (PCC) with Marissa Rogers" will return this exact result.
I have a question regarding unanswered questions in forum. So if I have a question regarding some pega feature, and raised a question in forum and it is not answered for some time. What are the things that I can do to enhance my chances of getting answer?
As for your question, we do have some best practices to help in getting replies:
Make sure you are choosing the proper taxonomy when writing your post, Content Type is Product if it's a product question; proper Product and Version; and the platform capability tags - as that is what our Subject Matter Experts subscribe to (this helps to land in their inbox and to display in our Search results)
For example I just looked at your post and reached out to a SME and I tagged it wrong so now I'm reaching out to another SME
Make sure you are choosing the proper Post type that adheres to your post (Question vs Discussion vs Ideas)
Running searches on the Collaboration Center may yield similar questions and you can ask on those or @ mention the author in your thread to see if they can assist
Regarding your second point, the Idea concept is cut-and-dry to me, but I oftentimes see a little more gray area between questions and discussions. On the surface, it feels those two should be equally cut-and-dry - a question is when someone asks something - but there are times when I see participants using discussions to ask a question and questions to "discuss something", and there are times where the intent of the post is actually the proper usage of these types. In your mind as a moderator who sometimes has to change the content type on behalf of the participant, what qualifies as proper use of the question type vs. the discussion type in the PCC?