Posted: 26 Mar 2019 12:28 EDT Last activity: 31 Mar 2019 10:40 EDT
Adoption of Pega Knowledge
The question is simple, we are testing the Pega Knowledge, module. And the following simple question came up:
Why Pega Support community is not using Pega Knowledge, cwe are checking the different functionalities that are provided, search worflow content etc... etc... and especially the help sites.
I like the feature a lot but I am not convinced to implement Pega Knowledge, for one simple reason Pega Support Communities are built on top and using Drupal.
Can someone shed a light on this dilemma? And provide valid arguments?
This is a great question. As one of the Moderators I wasn't personally involved, so I asked around product management and the community development team and this is what I learned.
This was a decision made for our very specific use case given that this collaboration space is extremely integral to, and integrated into, our larger external digital ecosystem, design system, and evolving achievements system.
Depending on your target user group and collaboration needs, Pega social capabilities and Knowledge Management could definitely help you achieve your vision. I'm happy to get our Knowledge Management team in here to answer your questions! In fact, we are always looking for ideas for new Ask the Expert sessions. We've had the KM team do one before, but if there's new demand, we can definitely look into setting up another session.
Thanks a lot for your answer, we've had a demo etc... and know the high level capabilities, but honestly to be transparent the above answer worries me even further, as any organization out there we have our custom/complex ecosystem, and if pega knowledge is not that easily interfaceable it might be a deal breaker on its adaptability.
I'll search more and ask some more question on the Pega KM, that are currently ambiguous and we'll see how it goes based on the answers
If there is any ask the expert session soon we'll be glad to throw in some questions