pega knowledge management installation guide · pega knowledge management 7.1 installation guide 3...

Pega Knowledge Management

INSTALLATION GUIDE

7.1 Version

Copyright 2014

Pegasystems Inc., Cambridge, MA

All rights reserved.

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Pegasystems Inc.

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www.pega.com

Document: Pega Knowledge Management 7.1 Installation Guide

Software Version: 7.1

Updated: December 2014

http://www.pega.com/

Contents

Introduction ....................................................................................................... 1

Intended Audience ......................................................................................... 1

Overview ....................................................................................................... 1

Installation ......................................................................................................... 2

Pega 7 Prerequisites ..................................................................................... 2

Import the Pega KM Application and Ruleset ................................................. 2

Verifying Pega KM Installation ......................................................................... 5

Email Account Setup ....................................................................................... 10

Pega Knowledge Management 7.1 Installation Guide 1

This document provides guidance for installing Pega Knowledge Management 7.1 for Pega 7. It

does not cover detail steps that may be necessary to uniquely configure your solution for use in

a specific environment (such as interface configuration and flow operation modifications).

Intended Audience

This document assumes that the installer has the following skills:

Pega 7 Administrator Skills

Finding and updating rule forms

Using the Pega System Management Application

Overview

Pega Knowledge Management (KM) provides a solution supporting the creation of rich content,

including multi-media and reference to internal or external web sites. Pega KM utilizes “cases”

for content, allowing the solution to leverage the power and flexibility of PRPC’s dynamic case

management capabilities.

Pega Knowledge can be leveraged in any PRPC 7.1 application and is shipped with several

content display gadgets that can be utilized in your application’s sections and flows.

The Knowledge Management portal provides content authoring and management tools to

effectively manage the full lifecycle of knowledge. Knowledge authors utilize a guided content

authoring, approval, and publishing flow to manage the progression of content through a staged

approval process.

As shipped, Pega Knowledge provides three main knowledge operators: KMAuthor,

KMApprover, and KMPublisher (in addition to KMSysAdmin). Each of these operators are

assigned different levels of privileges that control what editing, approval, and publishing

capabilities the operator has within a stage (Creation/Draft, Approval, Publication).

The Taxonomy editor (available in the Dashboard) allows you to define a single or multiple

category levels for the classification and grouping of content. This helps knowledge authors to

manage how similar articles are grouped within the solution, providing more efficient searches

and the suggestion of contextual content in flows. Utilize the KMSysAdmin operator to create

and edit the taxonomy.

End users (e.g. CSR’s) have the ability to share content with customers using the customer’s

Email address while working on a case or other customer interaction. When Pega KM is utilized

with Pega Customer Process Manager™, content can be shared with customers during phone,

research, chat, and social interactions.

1 Introduction


Note: Pega Knowledge Management is included with Customer Process Manager™ 7.1.3 and later

releases. It is automatically installed during the CPM installation process.

Pega 7 Prerequisites

Install Pega 7.

Select the latest Pega KM available in Pega 7 maintenance level.

Request and install the following Hot Fix’s required for Pega 7 ML7:

HFix-20462 – resolves a Rich Text Editor issue associated with resizing images

HFix-20165 – resolves a Rich Text Editor issue where extra line breaks were added

when saving content.

Verify installation before proceeding.

Import the Pega KM Application and Ruleset

In this step the Pega KM Application and Ruleset are loaded.

1. Access the Pega 7 system: (http://hostname:port/prweb/PRServlet) and log in using the

[email protected] operator with the password install, or another Pega administrator

Operator ID.

2. Click Designer Studio and select Application > Distribution > Import.

2 Installation

Follow the steps below for a new installation of Pega Knowledge Management (Pega KM) 7.1 on a

Pega 7 system.

http://hostname:port/prweb/PRServletmailto:[email protected]


TITLE of INTERNAL DOCUMENT – Arial Bold 12

3. Use the browse option to find the PegaKM_71_Install.jar file on the distribution media and click

Next >>.

4. Follow the on-screen instructions to import the Pega KM application and rulesets.

5. Add the PegaKM and KMReports Rulesets in your application stack.

6. Ensure that All Work Index Type is enabled in System Settings (DesignerStudio™ > System

> Settings > Search). Content is created as Work in Pega KM and needs to be indexed to

support suggested content and search functions.

The following items are included in the PegaKM_71_Install.jar file:

Application: PegaKM

Rulesets:

PegaKM

PegaKMPortal

KMReports

Access Groups:

KMAuthor

KMApprover

KMPublisher

KMSysAdmin

ExternalKMUser

CaseType Rule

PegaFW-KM-Content

- Creation / Draft Stage

- Approval Stage

- Publication Stage

Skin: KMEndUser71

Operators:

KMAuthor – Creates draft content, submits to Approval stage

KMApprover – Creates and approves content for the Publication stage



KMPublisher – Creates, approves, and publishes content, taxonomy, & security

KMSysAdmin – KM System Administrator

ExternalKMUser – User for non-PRPC access to content (e.g. internet accessible)

Privileges

KM_Create

KM_Approve

KM_Publish

KM_Taxonomy

KM_PromoteCase

Workbaskets:

KnowledgeContentDrafts

KnowledgeContentApprovals

KnowledgeContentPublish

KnowledgeContentSuggestions

Work Classes:

PegaFW-KM-Work

PegaFW-KM-Work-Content

PegaFW-KM-Work-Feedback

PegaFW-KM-Data-Taxonomy

PegaFW-KM-Data-Taxonomy-Maint

Work Object tables:

PFW_KM_WORK

PFW_KM_DATA

PFW_KM_LINK_RATING

PFW_KM_LINK_PERMISSIONS


To verify the proper installation of Pega KM 7.1 perform the following steps:

Login to Application

1. Login to the application using the KMSysAdmin operator and the password install.

2. KnowledgeManagement homepage is displayed, as shown in the figure below

Creating New Taxonomy Level

3. Click the Taxonomy Tree Edit link in the explorer panel.

4. Click Add Item link, to create taxonomy level and click Next.

Example: Customer Manager.

5. Click Finish, to complete the edit taxonomy flow.

3 Verifying Pega KM Installation



Note: Optionally, you can define content (visibility) security at the taxonomy level by specifying one or

more Pega access roles to the taxonomy level you created — this is not necessary for the installation

verification process.

Content Creation

6. In the KM Portal header section, click +Create > Create Content to start the content creation

flow.

7. In the CONTENT CREATION screen, enter Content Title and Content Abstract.

8. Click Next to advance the flow to the next screen.

Creation / Draft Stage

9. Add sample content in the Content Body editor and click Save & Preview to preview the

content sent in Email.



10. Click Submit. The flow moves to Approval stage.

Approval Stage

11. Verify the APPROVE CONTENT and Content Body created in earlier steps and click Approve.

The flow moves to Publication stage.



Publication Stage

12. The publication stage is the last stage; click Publish to publish the article.



13. The content status changes to KC-xxx: Resolved-Published and you can view the content

Overview.

14. If you are able to create an article (content) successfully, then Pega KM 7.1 installation is

successfully done.

If you encounter any errors, review the above installation steps to ensure the application was

imported as specified.


This section covers the Email Account creation and configuration required for sharing content

with customers.

Login to the Pega Application

1. Log in to your Pega application using your system admin credentials.

2. Click Designer Studio and select Integration > Email > Email Account

3. The Integration: Email pages appears as shown in the figure below

4 Email Account Setup



4. Select the PegaFW-KM-Work account.

5. In the Edit Email Account: PegaFW-KM-Work page enter the field details for your email

provider and account information and click Save.

6. Save the rule, and then click the Test Connectivity button for both Sender and Receiver to

ensure successful connectivity for your email account.

Intended AudienceOverviewPega 7 PrerequisitesImport the Pega KM Application and RulesetLogin to ApplicationCreating New Taxonomy LevelContent CreationCreation / Draft StageApproval StagePublication StageLogin to the Pega Application

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