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Managing content

Suggest edit Updated on April 27, 2021

After creating content, you can manage that content in a variety of ways. For example, you can edit the content, add images, add references to other articles, and so on.

This section contains the following topics:

  • Editing content
  • Adding images
  • Linking to videos
  • Embedding videos
  • Marking article text as internal
  • Adding references to other articles
  • Archiving content
  • Cloning content

Editing content

Publishers can make changes to existing or published content. When a publisher is editing published content, the current version of the content remains available for end users.

  1. In the left navigation pane, expand Knowledge and click Content.
  2. Search for and click the content that you want to edit.
  3. To make changes to the content, click Edit.
    Pega Knowledge creates a new version of the content with a Pending-Publish status and allows the author to make changes.
  4. After making changes to the content, click Publish. The new version is saved with Resolved-Published status and made available to users. The previous version is automatically archived with the Resolved-Archived status.

Adding images

You can add images to your content. The image format must be PNG, JPEG, or GIF.

After you browse, select, and upload an image, perform the following steps:
  1. Select the image, and then click the Image icon.
  2. Specify the width and height of the image that is appropriate for your content.
  3. Click the padlock symbol so that it appears locked if you want to retain the aspect ratio of the image.
  4. Optional: You can define a border of the width you specify in pixels, add or subtract horizontal space (HSpace) or vertical space (VSpace), or both, to adjust the placement of your image using "-" before your pixels #.
  5. Alternatively, you can simply use the Alignment list.
    Note: Image file names cannot contain spaces. Use the underscore character if necessary (for example, My_Sample_Graphic.jpeg). Note: Content with images that are viewed in a self-service or non-Pega web application should use an absolute URL for the images; do not upload the image. Using an absolute URL enables non-Pega web applications to render the image in the content. If your organization plans to support extensive multimedia or image-intensive content, consider maintaining a separate server as a repository for images and multimedia files, and then use the external URL approach to reference the images and multimedia files.

Linking to videos

You can add links to videos in your content from internal sites or external sites. In the text editor, you can create a link from existing text, or create new text for the link.

Note: Do not store large videos in the Pega Knowledge database as file attachments because their size can potentially impact the application's performance.
  1. Open the video and copy the URL.
  2. Do one of the following:
    • To create a link from existing text, select the text, and then click the Link icon.
    • To create a link using new text, position the cursor where you want to add the link, for example, on a new line, and then click the Link icon.
  3. In the Link dialog box:
    • If using existing text, paste the URL for the video in the URL field. Note that the text you selected automatically appears in the Display Text field.
    • If adding a new text for the link, enter the text in the Display text field, and then enter the URL for the video in the URL field.
  4. Optional: Click the Target tab to configure how you want the video to display (for example, in a new window a popup window, and so on). By default, the video displays in a new window.
  5. Click OK.
  6. Click Save Draft, and then click Preview to view and test the link.
  7. To update the link, select the link text, and then click the Link icon.

Embedding videos

You can embed videos in your content from internal sites or external sites such as YouTube™, Dailymotion™, and so on. To embed a video, the video must include an Embed code. If the video does not include an Embed code, you cannot embed it. Consider linking to the video instead. For more information, see Linking to videos later in this section.

  1. In the text editor, click Source to view the HTML source code for the page.
  2. Position the cursor where you want to place the video, and then paste the Embed code.
  3. Click Source to exit the HTML source code view. The video displays in the content body in the editor, and you can play the video.
  4. To adjust the size of the video display, click Source and edit the appropriate Embed code tags.
    Note: For security reasons, the Google Chrome browser may generate an error when you publish an article with the Embed code. However, you can refresh the Google Chrome browser to verify that the video was successfully published.

Marking article text as internal

Pega Knowledge authors can mark a sentence, paragraph, or entire section of an article as internal. When the content is marked as internal, the content is highlighted with a gray background that provides a visual indicator of internal content. Customer service representatives can see the full article. External users, such as Pega Knowledge help site users, cannot see the sections marked as internal.

  1. In the left navigation pane, expand Knowledge and click Content.
  2. Click the content that you want to mark as internal.
  3. Click Edit.
  4. To mark the content as internal, select the paragraph or text.
  5. In Display settings section, select the For internal use (employees only) check box.

Adding references to other articles

You can insert references to other Pega Knowledge articles within the body of an article, and you can also add a reference to another Pega Knowledge article. These references can be accessed on the help site within the body of the article and in the Related links area of the current article. Customer service representatives or Pega Knowledge help site users can open the related articles in a separate browser window to view the articles that are added as references.

To insert references to other Pega Knowledge articles, perform the following steps:
  1. In the left navigation pane, expand Knowledge and click Content.
  2. Click the article that you want to edit.
  3. To insert references within the body of the content, click Edit. The content appears in edit mode.
    1. Place the pointer in the text location where you want to insert the reference.
    2. In the Content section, click the Article references icon. The Article reference window appears.
    3. Select the category from the list. The articles for the selected category appears.
    4. Select an article. The article title is added as a link within the body of the article.
  4. To add references to an article in the Related Links section of the help site, on the right side of the page, click the Content tab.
    1. Click Add. The Add article references window displays the list of articles. You can filter the articles based on the titles and category.
    2. Select the article check box and click Submit. You can select and add multiple articles at the same time.
  5. To save the changes in the article, click Submit.

    The references are added to the article both within the body and also in the Related links area of the article.

Archiving content

As a publisher, you can archive published content that is no longer required for your customers. After you archive the content, it does not display in search results.

  1. In the left navigation pane, expand Knowledge and click Content.
  2. Search for and select the content that you want to archive.
  3. From the Actions menu, click Archive content. A dialog box displays a Comments section for you to enter the reason for archiving the article. When you open an archived article, the archive comments display at the top of the article.
  4. Enter the reason for archiving the article, and then click Submit.
    The content status changes to Resolved-Archived.

Cloning content

The clone content feature creates a copy of existing content. Clone content helps you to reuse the existing content, and then modify as needed. The cloned content appears with a New-Draft status.

  1. In the left navigation pane, expand Knowledge and click Content.
  2. Click the content that you want to clone.
  3. From the Actions menu, click Clone content. The content status appears as New-Draft.
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