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Pega Knowledge enhancements

Suggest edit Updated on January 13, 2022

Pega Knowledge 8.7 includes the product enhancements that are described in this section. For more information about Pega Knowledge features, see the Pega Knowledge Release Notes.

Pega Customer Service Release Notes Pega Customer Service Release Notes Pega Customer Service Release Notes

Add additional content types

Pega Knowledge administrators can now add additional content types to facilitate article creation with the correct template and default attribute values. When the author selects the content type, default values populate the attribute fields for the article (for example, Schedule review in and Display settings), saving the author time and ensuring consistency when creating articles using the content type.

Selected content type with default attributes
Example of selected content type showing default attributes

For more information, see Creating content in the Pega Knowledge User Guide.

Additional Pega Knowledge enhancements

Pega Knowledge includes the following additional enhancements:

New Editor role

Pega Knowledge includes a new Editor role. Administrators can optionally assign this role to an access group (for example, KMAuthor or KMApprover) to enable users in that access group to edit content. Previously, after an Author submitted the content, only users with the KMPublisher role could edit it.

New Reason for edit field

To help authors and approvers maintain a more precise content history, a new Reason for edit field is added on the Content page when editing content. This field is required when updating existing content using the CSV file template. A new Reason for edit tab is also added next to the Feedback history in the article view in the Knowledge portal.

Enhanced Expert approval feature

In version 8.7, the expert approval process is enhanced to ensure that all articles go through the approval process, including content updated by a publisher. Previously, content updated by a publisher did not go through the approval process, even though the expert approval feature was enabled.

Content page update

The Created on column on the All content and My content tabs on the Content page is renamed to Last updated to better reflect recent activity in the Knowledge portal.

Tags

Pega Customer Service 8.7 Pega Customer Service for Communications 8.7 Pega Customer Service for Financial Services 8.7 Pega Customer Service for Healthcare 8.7 Pega Customer Service for Insurance 8.7
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