PEGA SUPPORT CENTER
Mission statement
The Pega Support Center builds the human capital of collective knowledge to drive client, partner, and individual developer success. By bringing these people together alongside Pega’s own product developers, support engineers, and other experts, the Pega Support Center provides expertise that is proactive, fast, and multi-dimensional. It is a space where users can tackle project challenges and solve problems together by asking and answering questions, starting and participating in discussions.
Guidelines
Our Pega Support Center Moderators monitor for appropriate content and effective engagement and provide coaching when it’s needed – behind the scenes or in the PSC.
Apply basic practices for collaborative work:
- search for your question in the Support Center first. If you're a beginner, odds are the questions have been asked before.
- be as detailed as possible with your question.
- use a good title.
- use simple language. Explain your problem so that all users can understand.
- supply concrete examples if possible. The clearer the picture of your issue, the better other users can help.
- mark answers as Accepted Solution where appropriate. It helps future users narrow down what responses to look at.
- when asking questions, avoid sending Direct Messages to other users. These direct message interactions could be helpful to many users within the Support Center.
- if you find community-valuable content on the Pega Community authored by an SME in another place, choose to link the content to your post.
- be honest, respectful, trustworthy and helpful. Honesty yields respect and trust. Respect and trust-worthiness boost your reputation as helpful.
- be transparent by using your real name and your role.
- avoid using slang, which can impede cross-cultural and international communication.
- answer questions authoritatively and concisely. Avoid cluttering discussions with noise.
- acknowledge, credit, and vet the content posted by others.
Do not post content that:
- is objectionable (threatening, obscene, defamatory, discriminatory).
- is confidential or proprietary information of Pega or any other company or party. Confidential or personal information includes the name of a company (customer account), personal number and email. Explicitly referring to a company by name when you are not an employee of that company is a privacy breach.
- violates or infringes anyone’s intellectual property rights (including trademark, copyright, privacy, publicity, or other rights).
- violates any local, state, national or international law.
- contains marketing materials, advertising, solicitations, software codes, software viruses, worms, malware or that constitutes spam.
Frequently Asked Questions
Creating a post
- Best Practices: Located on the left pane. Use this as your guide to ensure you are successful in receiving helpful replies.
- Type: There are three post types General, Product, and Pega Academy. Select General when your post doesn’t pertain to a particular product or Pega Academy. Select Product when your post is pertaining to Pega products and/or services. Select Pega Academy when your post is pertaining to Pega Academy.
- Title: While you create your post title, the system searches previous titles for post that may answer your question.
- Suggested Content: Suggested content displays previous titles similar to yours. Click a title link to view a snippet of the previous post and if you want to view it in its entirety click the read more link.
- Body: Enter your question or discussion in this field which allows for 1600 characters. If you have more information to enter, add an attachment.
- File Attachments: Upload any related attachments. Supported file types: .txt, .pdf, .doc, .docs, .ppt, .pptx, .xls, .xlsx, .jpg, .png, .gif, .zip.
- Add Tags: This is the taxonomy portion of all posts. This helps to filter content within our search as well as subscriptions. Multiple tags can be added for each of the following sections:
- Product: *Required if you chose Product Type for your post. Select your Pega Product and version from the drop-down list.
- If you chose a product tag, you will also be given a field for Support Tags where you can enter Support Request IDs (SRs), Feedback IDs (FDBK-IDs), and Support Article IDs(SAs)
- Platform Capability: Select the capability that you are referencing in your post.
- Industry: Select your industry (ex. Government, Education).
- Role: Select your role (ex. System Architect, Product Owner)
Do not include any proprietary information within your post, including IP addresses, company information, your contact information, URLs, or screenshots/images with class names. - Product: *Required if you chose Product Type for your post. Select your Pega Product and version from the drop-down list.
- Make the title as descriptive as possible.
- Put your post in the right category by choosing appropriate tags.
- Add an image to support your post where appropriate.
- If you have supporting artifacts, attach them.
- @mention others to draw them into the post.
- Take ownership of your post by responding to replies promptly and thoughtfully.
- If a reply has answered your question mark it as the Accepted Solution so others will know.
- Be respectful.
- Don’t post anything confidential.
- A question post is used when you want a direct answer to an issue you have encountered. You might be stuck and require help in order to proceed.
- A discussion post is used when you want to discuss best practices. These posts will not necessarily result in an answer to a particular question but instead will spark dialog between participants.
Replying
Clicking Reply opens the text editor where you can type in your reply. You can also format your reply using the formatting header. Inserting tables, hyperlinks and images are supported within this box. If you want to add more than the allotted 1600 characters, attach a file using our File Attachments feature.
When you are ready to publish your reply, click Post Your Reply. If you change your mind, click Cancel to navigate back to the top of the post.
Clicking Reply opens a text editor with a formatting header to customize your text. Inserting tables, hyperlinks and images are supported within this box. If you want to add more than the allotted 1600 characters, attach a file using our File Attachments feature.
When you are ready to publish your reply, click Post Your Reply. By replying with this button, you are replying inline to that specific person's reply and creating your own thread within a post.
Post and reply actions
- Edit
- Share
- Delete - Note: A post cannot be deleted if a reply has already been posted.
- Unsubscribe
- Add to my favorites
- Edit
- Share
- Delete - Note: A reply cannot be deleted if a reply has already been posted.
- I also have this question
- Share
- Subscribe
- Add to my favorites
- Report
- Share
- Report
Editing
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Reporting
To report a post or reply:
- Click Report.
- Choose the reason for reporting.
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