Ask the Expert - Pega Knowledge with Scott Kennedy
Join Scott in this month's Ask the Expert session on Pega's Knowledge Management!
Meet Scott: Scott Kennedy is a Senior Product Manager at Pegasystems and has various product responsibilities in the CRM product organization including Pega Customer Service and Pega Knowledge.Scott has been involved in the CRM industry for over 20 years, with related roles in product management, product marketing, and professional services.
Message from Scott: Hi everyone!I’m happy to take your questions about Pega Knowledge, self-service knowledge sites, and communities.
Are you new to Knowledge Management? Did you know that you can create your own Help site? Here's an example of a site that you can create to get your information to your customers using Pega Customer Service!
To find out what is new in 7.3.1, check out Pega Knowledge and the attached Product Overview.
Thanks Marissa, great info! Also, here's a teaser for the upcoming Pega Knowledge 7.4 release:
Having difficulty determining how to "tag" your knowledge articles? Do you wish your community members would tag their posts with more contextual tags, enhancing the "searchability" of the posts?
Introducing AI-based auto-tagging in Pega Knowledge 7.4 (yes, a sneak peek at a new 7.4 feature!). Pega's text analyzer reads through a new article or community post and passes back suggested, relevant tags. The user (knowledge author or community member) can use the suggested tags, delete if they don't want them, or of course, add their own tags.
Another cool (and effective) way to leverage Pega AI!
Its really an interesting augmentation to the existing feature of Pega Knowledge. I had some specific comments on the current features / capability.
1.. Are there any APIs which can be exposed or exposed from Pega Knowledge which could be used to create or add to existing categories with information? Can we add contents / templates on the fly from customer interactions. An example could be that during an interaction the CSR came across an important information which could be added to the catalog for future interactions. It can definitely be done through the authoring portal, but can that be done automatically?
any direction regarding this would be very helpful.
Great question! We have been looking into the ability to automatically create draft articles by pulling contextual information from resolved cases and forwarding the draft article to a "content candidates" workbasket that the Pega Knowledge authors monitor. Customer anonymity is key, so any personal/customer information would need to be stripped out automatically. We would include any CSR notes, file attachments and related information that could help create a new article that the rest of the enterprise could leverage. Once routed to the Pega Knowledge candidates workbasket, an author would continue editing the new article to ensure proper formatting, grammar, etc., and then publish the article for end users. Although there is no set date for this feature, it is on the roadmap targeting late 2018 (no formal commitment just yet).
In Pega Knowledge and Customer Service 7.31, we introduce a new feature that allows CSR's to suggest new articles, which are then routed to the candidates workbasket where knowledge authors can continue editing and publish the article.
It's important to provide simple tools to help harvest the experience, answers, information, or what many contact centers call "tribal knowledge". Allowing CSR's to quickly submit draft articles is one easy and non-intrusive way to accomplish this.
This control, pxTextArea, is provided in the "platform" (core Pega, Pega-Gadgets ruleset), and is not controlled in the Pega Knowledge application layer. This rule is currently marked as final, so it is not editable. The use of the term "Remaining" in character counts is a fairly common industry standard label.
I will check with my peers to see if there are any alternatives for you.
Hey folks, thanks for the questions during this month's "Ask the Expert" session! Pega has another exciting CRM release approaching (prior to PegaWorld 2018!), so keep an eye out for the upcoming release announcement.
One last teaser! -Pega Knowledge 7.4 will be introducing a new "diagnostics & troubleshooting" article type, that will help your customers self-diagnose issues. The 7.4 Release Notes will have more details.
Any other questions you have should be posted in the Product Support Community.