I'm currently working with a client interested in developing Knowledge Management (KM) articles in a crowdsourced manner using Pega KM. The purpose of this is to leverage the knowledge and experiences of their final customers to create articles on how to fix some product issues.
I was wondering if anyone has experience with a similar project or if a case study is available on Pega KM that I could review to help my client. Please share any insights, resources, or advice on this topic.
Thank you in advance for your help and support. I genuinely appreciate it.
***Edited by Moderator: Pooja Gadige to change content format from Discussion to Question***
Pega Knowledge can be used to create and manage articles, and it supports capturing feedback from users, including customers. This feedback can be routed to authors for evaluation and refinement of the articles.
By allowing customers to submit their own article candidates or suggestions, you can tap into their knowledge and experiences to improve the content. Pega Knowledge also supports community discussions, which can help increase customer engagement and provide valuable insights for creating and refining articles.
To implement this approach, you can configure Pega Knowledge to allow customers to submit feedback and suggestions, and set up community sites for discussions.
As moderator I'm not in a position to offer insights or advice, however I can point you to our available resources.