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Key features

Updated on December 21, 2021

The following are some key features of Pega Knowledge. For a complete list of features, see the Pega Knowledge Product Overview.

Pega Knowledge User Guide

Robust authoring and content management

  • Author and rapidly publish knowledge content
  • Manage the content life cycle from a single portal
  • Capture and route feedback to authors to evaluate and refine answers
  • Maintain pre-formatted article template styles for consistent content formatting
  • Flexible taxonomy categories to logically classify and group content
  • Guide content approval and publishing flows to ensure quality content
  • Handle mass article status or author assignment changes using bulk processing

Language translation management

  • Multi-language capability simplifies managing multi-language content
  • Import and export articles to support article translations and migrating legacy systems articles to Pega Knowledge

Content search

  • Achieve higher visibility to your articles and community posts on popular search engines using Search Engine Optimization
  • Identify potential content gaps through search result analytics
  • Improve relevant search results by using fuzzy search to compensate for misspelled search items
  • Identify potential content gaps through search result analytics

Guided troubleshooting

  • Help customers solve product or service issues using guided troubleshooting diagnostic flows
  • Create troubleshooters that support linking related articles with questions, and the ability to insert images or videos to provide a more visual diagnostic experience

Content visibility

  • View how often content is viewed and rated
  • Control content visibility using flexible security features
  • Schedule periodic content reviews to ensure content freshness
  • Supports community sites for customer and agent collaboration.
  • Achieve higher visibility to your articles and community posts on popular search engines using Search Engine Optimization.

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