Pega Knowledge provides you with a guided content authoring and approval flow. This allows content to be created in a staged process that supports the separation of content approvals and publication.

This approach is designed to support a more distinct quality assured content development methodology. This graphic illustrates the stage-based iterative process for the content creation and its progression through the three Pega Knowledge stages.

You can configure the Publisher and Admin operators with privileges to create, approve, and publish content, thereby supporting a straight-through creation process by a single author. This approach can be used when a single or smaller group of knowledge authors requires a more streamlined process for content creation.

Pega Knowledge uses Pega’s dynamic case management capabilities to create content as cases. This approach supports content (case) routing, using service levels agreements (SLAs) and progression of content status based on individual stages.

• Taxonomy
• Creating content
• Publishing content
• Creating draft content in the Pega Customer Service Interaction Portal
• Changing content status
• Managing content
• Using snippets
• Reassigning articles
• Re-translating articles
• Rejecting content
• Printing an article
• Multi-language management
• Enabling auto-tagging