We are getting ready to launch Pega (CS for FS) this year, and looking for any assistance from users who are leveraging Pega KM really well. We have a good grasp of the technology and platform, but are light on how to created, manage and govern good content. Hoping to connect with people who have tried it, made some mistakes and feel like they are mastering the art of delivering meaningful content. Thanks
I'd be glad to get on a call and discuss your questions and can provide some guidance. However, I'll be out of the office from now until next Monday. Below are a few pointers and tips you may find helpful:
Pega Knowledge provides a number of tools and built-in flows that help with enforcing quality assurance practices. The most valuable content are those articles that quickly and concisely provide the information and/or answers an end user (e.g. customer service representative or external customer via self-service portatl) when and where they need it. Try to avoid forcing end users to always search for articles, instead, contextually suggest articles, as is supported in the pre-integrated Pega Knowledge capabilities with Pega Customer Service (and CSFS).
When suggesting articles in Customer Service case types/flows, I recommend limiting the number of articles to 1-3 to avoid putting more pressure on the CSR's to read through too much information, especially when in a live interaction with a customer.
Since searching for articles will of course still be available for end users, specify article 'tags' to improve the 'searchability' of articles by providing common synonyms of the article topic.
Images or videos can also be utilized when they add value to the article. Articles don't always have to contain images just for aesthetics, but if they're limited in use (correctly-sized, and not giant resolution..) they can add to the enjoyment of an article and break up a "wall of words" type of article.
From an authoring, approval, and publication perspective, Pega Knowledge's built-in 3-stage authoring flow helps ensure the level of QA (approval and publication gates) that most organizations want to leverage. That ensures that a few eyes are helping edit, approve (and improve) articles. With Pega Customer Service, agents can provide written feedback on articles which is very helpful, and is routed directly to a workbasket in the KM Authoring portal for your authors to review and take action.
Don't forget that your agents/CSR's have a tremendous amount of knowledge, often not documented and referred to as "tribal knowledge". Pega Customer Service allows your contact center staff to suggest new articles which are routed directly to the KM authoring team as cases. This is a very powerful capability, which allows an organization to better harvest this knowledge and share the information in the form of new articles across the enterprise and even out to external customers through the Pega Knowledge help sites.
Here's a couple of publicly-available Pega Knowledge help sites that were implemented in very different ways, just for contrast and example (I can't share internal/Pega Customer Service details, but these two web sites are open to the public):