Discussion
Pegasystems Inc.
US
Last activity: 2 Dec 2022 15:29 EST
Ask the Expert - Pega Knowledge Management with James Carstairs
Join @JamesCarstairs in this month's Ask the Expert as he answers all of your questions on Pega Knowledge Management.
Session dates November 14 - November 25.
Make sure to Follow and Favorite for updates!
This session will open for questions on November 14th.
Meet Your Expert, James
Passionate about all things knowledge management and technical in general. Nearly 30 years in the IT industry spent broadly across support, operations, business management, development and product planning. If there is solution to be found to a technical business use-case then that’s what I do.
Message from James
I’m keen to learn more about how you use Pega Knowledge today so that I can ensure that my future plans for the product support and enhanced your experience with KM. Come along and ask questions about the future of Pega Knowledge or share use-cases that you would like supported and I will be more than happy to listen and offer my thoughts.
Pegasystems Inc.
GB
This session is now open for your questions!
Ask the Expert Rules
- Follow the Pega Support Center's Rules of Engagement
- This is not a Live Chat - @JamesCarstairs will reply to your questions over the course of the 2-week session
- Questions should be clearly and succinctly expressed
- Questions should be of interest to many others in the audience
- Have fun!
Updated: 15 Nov 2022 14:36 EST
Pegasystems Inc.
GB
Hi Team
Here and keen to learn about your implementations of Pega KM. Why not share a link to your external pega km helpsite so others can see how you have shared your content...
I'd love to know more about your experiences (good and bad - aka opportunities) with using Pega KM.
How much content do you have? Are you using Pega KM for Internal content or external content?
What features do you love?
What features do you love less ;-)
Thanks in advance,
LTI Mindtree
IN
@JamesCarstairs i am using Pega KM for sharing the solutions for the problems that i had faced while during the development and for which lot of efforts were required to solve. By posting them to fellow community members can get idea of such issues. as if now i have shared 5 discussions on the KM topics. The KM topics that i have shared are for internal content.
i liked the search feature in KM which gives search results in refined way. what i like to suggest in KM topics if more image wise illustration can be provided so that it will be more helpful and guidable.
Pegasystems Inc.
GB
Hi @GauravL12 - thanks for joining the conversation. I suspect you are referring to this Pega Portal, not the Pega Knowledge product itself.
That's probably because I was not specific enough - but we are talking about the Pega Knowledge Management solution (see here -> Pega Knowledge features) and we are keen to learn more about how customers use it or to simply answer any questions about it.
Regards,
Pegasystems Inc.
PL
In the current project, KM is used in a little bit different way but I believe it is worth mentioning here. KM is used as a repository of document templates which might be later attached to cases in CS either manually or in the background. KM was extended in a way that the user can add placeholders for data fields to the KM articles. The placeholders are replaced by values from the case (pyWorkPage) during runtime. So the whole process looks like that:
- The user prepares an article in KM and adds the placeholders for example Name, Surname, some data from the case, etc. and publishes an article,
- CSR opens the article during the processing of the case then the placeholders will be replaced by values from the case and CRS sees an article populated already with data
- Articles later can be for example attached to the case as PDFs or send to the customer to fill in and send it back.
@JamesCarstairs what do you think about this? Might it be considered to add this enhancement to the product in the future?
Pegasystems Inc.
GB
Hi @herog - your use-case sounds very familiar.... I was talking to customer on Monday about this exact feature. A gentleman by the name of Karsten.... perhaps you know him :-) This use-case is interesting and lies somewhere between KM and CS and is more of an extension to KM making it a "letter" management application.
I'd be interested how many other customers have requirements for this use-case.
We have another customer we are working with to create "dynamic snippets" (as opposed to "dynamic variables") for help sites (so the same snippet shows different data on different help sites). This is a lot more basic than what you are doing - but would probably meet the needs of more customers. I have had this specific request from at least 3 customers.
Regards,
Pegasystems Inc.
PL
Hi @JamesCarstairs , We mean the same project and use case :) next week I'm going to show this to one of my colleagues who is working for another customer. I will come back to you if they are interested in this.
Pegasystems Inc.
GB
I thought so @herog :-)
Just note my comment above - there is a very fine line here which is being crossed. KM is a content management application not a letter management application. Letter management features like these are not something we are planning to introduce either short or long term.
Pegasystems Inc.
US
We are extending this Ask the Expert until Friday, December 2nd!
Get your questions in now and share how you are using Knowledge Management with @JamesCarstairs as he plans out the future roadmap!
Pegasystems Inc.
US
Thank you to everyone who took the time to check out this month's Ask the Expert session!
Thank you to @JamesCarstairs for being our expert!
If you have any questions about Knowledge Management, please ask a question directly!
This was our last session for 2022! Keep an eye out for Pega Express in January 2023!