Pega KnowledgeImplementation Guide

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Document: Pega Knowledge Implementation Guide

Software version: 7.4

FeedbackIf you have suggestions or comments for how we can improve our materials, send an email toAppDocBug@pega.com.

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Contents

Overview..................................................................................................................................................................................................... 5Implementation delivery methodology....................................................................................................................................................5

Initiation stage...............................................................................................................................................................................5Delivery stage................................................................................................................................................................................ 6

Prerequisites................................................................................................................................................................................................ 7Pega Knowledge application stack........................................................................................................................................................... 7

Initiation stage...........................................................................................................................................................................................8Loading Pega Knowledge sample data....................................................................................................................................................8Creating the application task.................................................................................................................................................................... 8

Delivery stage...........................................................................................................................................................................................10Defining requirements............................................................................................................................................................................. 10

Defining application behavior...................................................................................................................................................10Defining the user experience (UX) customization..................................................................................................................11Optional: Defining the security model and organization structure.....................................................................................12Defining reporting requirements..............................................................................................................................................14

Building features.......................................................................................................................................................................................15Building a new application........................................................................................................................................................15Optional: Modifying the user experience................................................................................................................................18Taxonomy..................................................................................................................................................................................... 18Creating and managing help sites........................................................................................................................................... 20Community site management.................................................................................................................................................. 24Optional: Configuring access groups....................................................................................................................................... 27Configuring reports.................................................................................................................................................................... 28

Testing a new application........................................................................................................................................................................28Testing your application in the Build environment............................................................................................................... 28Testing in the Test or Production environments....................................................................................................................29Testing in the UAT environment...............................................................................................................................................29

Packaging a new application...................................................................................................................................................................30Merging application changes.................................................................................................................................................... 30Packaging an application for migration.................................................................................................................................. 30Importing the packaged application........................................................................................................................................30Multitenancy deployment considerations...............................................................................................................................31

KM Production..........................................................................................................................................................................................32Production maintenance and monitoring.............................................................................................................................................32

Application health monitoring.................................................................................................................................................. 32Identifying and reporting issues...............................................................................................................................................32

Overview

OverviewPega Knowledge is a centralized solution that provides quick, accurate, and consistent answers tocustomer and customer service representative (CSR) questions. The application provides the toolsand configuration capabilities to create rich, multi-media content that can be contextually suggestedor searched when and where users need it. Pega Knowledge also provides the tools to quickly create,configure, and deploy knowledge self-service sites and community sites that allow your customers tocollaborate and discuss solutions to common questions and issues.

Pega Knowledge is designed to be used out-of-the-box and does not require further extensions orcustomization to begin creating or importing content.

If your business does require modifications to the application, this document provides implementationguidance similar to other Pega application implementation projects.

• Implementation delivery methodology

• Prerequisites

• Pega Knowledge application stack

Implementation delivery methodologyIn most cases, use a scrum-based, Agile delivery model for a Pega application implementation. In the rarecases where a waterfall-based implementation methodology is better suited, use Pega’s Iterative Waterfallapproach. These two implementation methodologies help break down the work into manageablecomponents that you can deliver to production faster. The Pega delivery approach has the followingprimary stages:

• Initiation stage

• Delivery stage

Initiation stageIn the Initiation stage, the implementation teams build the foundation or baseline of the application andprepare for the work that is necessary to configure the first production release and subsequent extendedproduction releases. Keep in mind that the first production release is the minimal required scope to golive into production. Other capabilities can be added as part of the extended production releases. Buildinga strong foundation to support expansion and reuse is key to the success of an implementation.

The Initiation stage is further organized into the following sub-stages:

PlanAlign the vision and roadmap to establish the foundation for the implementation. The Plan sub-stageincludes the following tasks:

• Defining the production release milestone

• Refining scope alignment

Set upValidate and review the Pega-provided features and capabilities to see if they meet your requirements andexpectations. This sub-stage includes the following tasks: 

• Establishing environments and processes

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• Reviewing application feature descriptions (in Designer Studio, click Application > Overview)

• Reviewing Application Guides for first production release setup information (in Designer Studio, clickResources > Application Guides)

• Creating the baseline application

• Loading customer data

• Demonstrating the baseline application

• Reviewing artifacts from the solution assessment

• Reviewing business needs and outcomes

PreparePrepare for the delivery of Pega Knowledge by completing the following tasks:

• Confirming resources

• Enabling team members

• Establishing governance

At the conclusion of the Initiation stage, the scope of the work for the first production release is clearlydefined. For Scrum, the scope of the work is represented in an initial backlog. For Iterative Waterfall, aspecification list and schedule are prepared and finalized.

Delivery stageThe Delivery stage is dependent on the methodology selected (Scrum or Iterative Waterfall). Duringthis stage, the delivery team designs, builds, configures, and tests the application by using the selectedimplementation methodology. The goal is to accomplish the tasks that are described in this documentby organizing the Application Feature backlog so that the delivery team can configure the applicationincrementally with the result being a fully tested and performance-tuned application in production.

The Delivery stage is organized into the first production release and the extended production releasetypes.

First production releaseThis release includes only the essential features that are defined during the solution proposal stage andare required for the first release into production. The first production release should be implemented in90 days or less30 - 90 days to 60-120 days, depending on the scope of the essential features. This releasetype includes the following features:

• Core Pega-provided features

• Extended features considered essential for your business

• Key day-one integrations with your systems to get data that you require

Extended production releaseThis release includes the non-essential features that are defined during the solution proposal stage. Thefollowing features are implemented incrementally after the first production release:

• Non-essential Pega-provided features

• Extended features that you have identified as required for your business

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This guide provides information to support both Scrum and Iterative Waterfall implementationmethodologies during the first production release and the extended production release.

PrerequisitesBefore you start your Pega Knowledge implementation, make sure that you understand the followinginformation:

• Support for various browser versions. Review the Platform Support Guide.

• Basic functionality of the Pega Knowledge application. Enroll in Pega Customer Service Foundation onthe Pega Academy site.

• Telephony terminology and architecture. For an overview, watch the Understanding Telephony with PegaCall video on the Pega Call product page .

• Basic functionality of the Pega platform. Enroll in Pega Platform Fundamentals on the Pega Academysite.

• Net Promoter™ capability is part of the Pega Knowledge application, but its use is optional. PegaCo-Browse, Pega Knowledge, Pega Marketing, Pega Social, Pega Call, and Pega Chat are optionalcomponents that can be implemented at the same time as Pega Knowledge, or added to theapplication afterwards.

Pega Knowledge application stack 

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Initiation stageDuring this stage, the implementation teams build out the foundation or baseline of the application andprepare for the work that is necessary to configure the first production release and subsequent extendedproduction releases. For more information, see Implementation delivery methodology.

The Initiation stage includes the following tasks:

• Loading Pega Knowledge sample data

• Creating the application task

Loading Pega Knowledge sample dataPega Knowledge ships with a sample data file that consists of content, categories, and community posts,which helps in expedite implementation testing. The sample content can be deleted or edited based onyour knowledge solution.

For more information, see Importing sample data in the Pega Knowledge Installation Guide on the PegaKnowledge .

Creating the application taskWhen you run the New Application Wizard for Pega Knowledge, it creates a set of Pega-providedoperators. For security purposes, these operators are disabled. To use the new application, you have toenable appropriate operators. See Enabling operator accounts.

1. Log in by entering the administrator user name with the password that you specified for the PegaKnowledge application that you are implementing.

2. Click Application menu >  New Application.

3. In the New Application wizard, click Pega Knowledge 7.4.

4. Click Use this application type.

5. Provide information for the following configuration options:

a) Clear all of the listed case types. Pega Knowledge does not provide any case types to be extended inthe implementation layer. They are only used for demonstration purposes.

b) Clear all of the listed data types. Pega Knowledge does not provide any case types to be extended inthe implementation layer. They are only used for demonstration purposes.

c) Select the type of device where your application will primarily be used. All applications areresponsive and work on all devices.

d) Select a color scheme for your application.

e) Enter a name for your application.

f) Optional: Specify additional configuration options. For more information, see Advanced settings.

6. Click Create application.Based on the application type and the information that you specify, the system creates an applicationwith the required access groups, and operators. For example, the system clones the access groups thatpoint to the application, clones the roles in that access group, and creates any users that you definedon the Application wizard tab of the Application rule form.

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7. Log in to your new application after you enable the appropriate operator IDs.

Note: All procedures in this guide require that you log in to your new application by enteringcredentials for that application, unless otherwise noted.

The New Application wizard creates the application class structure for you. You can reuse the classesand rulesets that are created by the wizard in future applications that you create. As you implementthis application and future applications, you can apply class hierarchy and inheritance principles to helpyou decide where in the class structure to create your rules to improve the maintainability and overallefficiency of your application.

For more information, see Class layers.

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Delivery stageDuring this stage, the delivery team designs, builds, configures, and tests the application by using theselected implementation methodology. For more information, see Implementation delivery methodology.

The Delivery stage includes the following tasks:

• Defining requirements

• Building features

• Testing a new application

• Packaging a new application

Defining requirementsTo ensure that you stay on target for a successful deployment, use a structured approach for yourimplementation methodology. You will need to prepare for your implementation and determine keyaspects of the design that will affect the behavior of your application. Defining requirements for animplementation includes the following tasks:

• Reviewing extension requirements

• Refining customizations and determining the availability of required data and integrations

• Prioritizing, for example, revising the solution backlog, re-estimating the effort for extensions andcustomizations, and confirming the project scope

Defining your requirements also involves DCO sessions and incorporating those requirements into theapplication design. During these sessions, you review each of the case types and process flows that theapplication already provides.

Update the Application Specifications with planned changes as described in Specifications.

The Implementation Planning Workbook helps you capture decisions as you define your requirements. Youcan download the Implementation Planning Workbook from the Pega Knowledge .

• Defining application behavior

• Defining the user experience (UX) customization

• Optional: Defining the security model and organization structure

• Defining reporting requirements

Defining application behaviorTo configure the functionality that is provided in Pega Knowledge, complete the following procedures.

• Defining taxonomy

• Defining the search behavior

• Defining languages

Defining taxonomyA taxonomy allows you to classify or group similar content to better organize your knowledge base andsupport a more efficient search and display of content. Pega Knowledge supports a multi-level taxonomy

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category structure that offers flexibility in designing a classification approach to meet your businessneeds. A taxonomy category is associated with content during the content creation process.

• Determine the taxonomy categories that match your organizational structure and classify your content.

• Optional: Determine the access roles to restrict content visibility.

Defining the search behaviorWhen you enter a keyword in the search bar, Pega Knowledge looks for the related strings in the articletitle, abstract, article body, tags, and within file attachments. Pega Knowledge also provides Fuzzy searchcapability for misspelled search strings to enhance the expected search results. For more information, seeConfiguring fuzzy search.

For information on enabling search setting indexing, see Defining the search behavior.

Defining languagesWhen creating an article, authors can select additional languages to create related draft articles that arecloned from the published master version. The draft articles are routed to a translations workbasket.

• Identify the languages you want to add in your application.

• Identify the content for translation.

For more information on how to configure the language, see Configuring languages.

Defining the user experience (UX) customizationCustomizing the Pega Knowledge user experience to meet the UX standards at your site includes thefollowing procedures.

Localization and accessibility are also common user experience requirements. For more information, seethe Pega Platform help.

• Determining the application skin and styles to modify

• Designing for screen performance

• Optional: Determining which part of the user interface to modify

Determining the application skin and styles to modifyYou can customize the skinning of the application so that it complies with the branding and stylingstandards at your site.

To record your decisions during this procedure, use the "Skinning" worksheet in the ImplementationPlanning Workbook.

1. Log in to Designer Studio.

2. Click Designer Studio  > User Interface > Skins, interfaces, & templates.

3. On the Skins tab, double-click the skin KMHelpPortalSkin and KMEndUser71 in the PegaAppCAruleset.

The Component styles tab opens.

Note: KMHelpPortalSkin is used to update help site and community site skin. KMEndUser71is used to update Interaction Portal skin.

4. Determine which components require customization and update.

For more information on customizing the application skin and styles, see Component styles tab of the Skinrule form.

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Designing for screen performanceDetermine screen performance requirements for your applications. The following list describes examplesof performance requirements.

• The round-trip time from the server to client must be 1 second or less.

• The screen-to-screen time must be less than .5/second.

To design for these types of requirements, consider the following items.

1. Which business service level agreements exist. For example, the customer details must be available inone second or less while a representative is on the phone with the customer.

2. How long it takes backend systems to gather the data it needs to display customer details.

3. Whether any network configuration could cause latency, for example, representatives logged inthrough the corporate VPN or in a remote location.

Optional: Determining which part of the user interface to modifyWhen users first access the Interaction Portal, they see the HomeDashboard page, which typicallycontains information about the user, a menu along the left side, and various sections such as My casesand My workbaskets that display information to a customer service representative (CSR).displays keycharts and other actionable information, a left navigational panel, recently viewed articles, and followingarticles. You can customize the user interface and display any data that you have integrated into yourapplication.

For more information to modify user interface, see Modifying the user experience.

Optional: Defining the security model and organization structureSecurity planning involves defining authorization and authentication strategies for your application.

AuthenticationProves to the application that you are who you say you are.

AuthorizationDetermines the functions that you can perform in the application. This corresponds to access group androle configuration.

Security planning also involves setting up the organization structure and operator attributes. Theapplication provides security in the form of access settings and denial rules. Many integration rules alsoincorporate authentication.

For more information about the additional aspects of security, enroll in the Lead System Architect course onPega Academy and cover the Security lessons that correspond to the following topics:

• Authentication schemes

• Defining your authentication scheme

• Defining your authorization scheme

• Defining your organization structure

Authentication schemesThe Pega Platform offers the following authentication types:

PRBasic

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Based on passwords in the Operator ID data instances and the login form. This is defined by the HTML@baseclass.Web-Login rule, which your application can override.

PRSecuredBasicSimilar to PRBasic, but passes credentials using Secure Sockets Layer (SSL) using Basic HTTPauthentication. The login form is defined by the HTML @baseclass.Web-Login-SecuredBasic rule,which your application can override.

PRCustomSupports access to an external LDAP directory or a custom authentication scheme.

PRExtAssignSupports external assignments (Directed Web Access).

J2EEContextSpecifies that the application server in which the Pega Platform is deployed uses JAAS to authenticateusers.

Defining your authentication schemeYour site can use a centralized, automated means of maintaining operator data instead of maintaining itmanually in your application.

To record your decisions during this procedure, use the "Security Model" worksheet in the ImplementationPlanning Workbook.

1. Discuss Authentication schemes with your site's security and application server teams.

2. Determine the appropriate authentication type.

For more information on authentication scheme planning, see Authentication in Pega Platform.

Defining your authorization schemePega Knowledge comes with a predefined set of access groups, roles, and privileges. You can use theapplication roles as a starting point, but you should create your own application-specific access groupsand roles to avoid any future problems when upgrading.

Other rule types such as sections, flow actions, and activities use roles and privileges to allow access tothese rules at run time.

Note: You can review the Pega Knowledge access groups and roles in Pega Express.

Defining your organization structureUse the organization structure for routing and reporting within the application. Typically, the applicationorganization structure does not map operators exactly to the site's organization chart but instead, it mapsthe work that those operators do.

Tip: For design guidance, see Organization landing page.

Use the "Organization structure" worksheet in the Implementation Planning Workbook to record yourdecisions during this procedure.

1. Click Designer Studio > Org & Security > Organization > Organizational Chart.

2. Review the existing structure.

3. Determine the organization, division, and unit levels of the hierarchy.

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Defining reporting requirementsConsider your reporting requirements early in the planning process. Before introducing a new report,answer these questions.

• Does the report already exist? (For detailed information about the application-provided reports, seethe Pega Customer Service reports ).

• Who needs the report?

• When do they need the report?

• What is the content of the report?

• Why do they need the report?

• Where will it be run? Will it be run in the Pega Knowledge application, or using another reporting tooland source?

With reporting, you should plan your reporting needs ahead of time to give you more flexibility later on.

• Determining reporting architecture

• Reviewing existing reports

• Identifying key metrics

Determining reporting architectureDetermine which reports you are going to generate from the application, and which you are going togenerate using a different reporting tool.

To record your decisions during this procedure, use the "Reports" worksheet in the ImplementationPlanning Workbook.

To understand reporting requirements, see Reporting.

1. Review the description of each application-provided report, identify the expected volume of data, anddetermine how often you expect to run each report.

2. Identify other reporting tools at your site.

Reviewing existing reportsThe application includes numerous reports. Identify the application-provided reports that meet yourbusiness needs. For information about existing reports, see Pega Knowledge reports .

To record your decisions during this procedure, use the "Reports" worksheet in the ImplementationPlanning Workbook.

1. Log in to Designer Studio.

2. Click Launch > Interaction Portal.

3. Click the My Reports link.

4. In the Explorer panel, click Reports.

5. Review each of the reports in the Public categories > Knowledge Management section.

6. Determine who needs the report, what it contains, and when and why it is needed.

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Identifying key metricsIdentify key metrics early in the planning process so that you can structure your application to generatethe required metrics.

To record your decisions during this procedure, use the "Reports" worksheet in the ImplementationPlanning Workbook.

1. Review the list of existing reports with supervisors and managers, sales managers and salesrepresentatives.

2. Identify any metrics that are already provided by the application.

3. Identify metrics that are not already provided by the application.

4. Determine who needs each report, what it contains, and when and why it is needed.

Building featuresAs you build and modify features, update the Application Specifications to reflect the changes. Forinstructions, see About Application Specifications.

To build application features, review the topics in the following sections:

• Building a new application

• Optional: Modifying the user experience

• Taxonomy

• Creating and managing help sites

• Community site management

• Optional: Configuring access groups

• Configuring reports

Building a new applicationBefore you can implement your new Pega Knowledge implementation, create a new application using theNew Application wizard.

Building an application includes these steps.

• Configuring the search behavior

• Configuring email accounts

• Configuring languages

• Configuring the help site header bar

• Configuring Mobile display

Configuring the search behaviorYou must configure Pega Knowledge to create and maintain the search indexes before the search featuresare active.

To enable search setting indexing, follow these steps:

1. Click Designer Studio > System > Settings > Search.

2. In the Index administration section, select the All work and Index attachments check boxes.

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3. In the Query settings section, in Full text search settings tab, Select the Customize full-text searchcheck box.

4. In the Index administration section, in All work index type row, click Re-Index.

5. Click Submit.

For more information about the search capabilities, see the Full-text search.

• Editing the number of search results

Editing the number of search resultsOptional: You can edit the number of search results that the user sees.

Follow these steps to change the number of search results that the user sees.

1. From Designer Studio, open D_KMApplicationSettings.

2. In Data Page: KMApplicationSettings landing page, under Data sources section, click pyDefaulticon.

3. To increase the search results displayed in the user interface, select the .KMMaxHelpSiteSearchResults and . KMMaxCommunitySearchResults and update the sourcecolumn value (default is set to 10).

4. Click Save.

Configuring email accountsPega Knowledge provides predefined email accounts used to send automatically generated emails. Youcan configure these email accounts to send email messages based on the actions performed by the users.

1. Log in to Designer Studio.

2. In the Explorer panel, click Records > Integration-Resources > Email Accounts.

3. In the Key Contains field, enter pegafw-km.

4. Click Run.

5. Select the email account name you want to update.

• PegaFW-KM-Community-Message-Moderator - Configure the moderator email account to sendemail messages as a moderator to the community users.

• PegaFW-KM-Community - Configure the community email account for sending email notificationsafter the answer to the question is marked as best answer.

• PegaFW-KM-Work - Configure the user account to send or share knowledge articles.

Note: If you have created your own application, replace the entries that use PegaFW-KM-Workwith <Organization>-<ApplicationName>-Work.

6. Complete the email account configuration as described in Email Account form - Completing the EmailAccount tab.

Configuring languagesWhen authors create an article, they can select additional languages for translation. When they selectadditional languages, Pega Knowledge creates a draft articles that are cloned from the master versionand flagged with the selected language for translation. Articles can be manually translated fromthe Knowledge Content - Translations workbasket or exported in .CSV file format and sent out to atranslation vendor. Translated articles can then be imported back into the application for final editing andpublication.

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Follow these steps to configure the languages you want authors to be able to select.

1. Log in to Interaction Portal.

2. Click Configurations> Languages.

3. Select the language name from the list and click Add.

Configuring the help site header barPega Knowledge provides a sample header section, KMHeaderSection, allowing you to further brandyour help sites and community sites and maintain consistency with your corporate web sites. This sectionprovides placeholders for the company name, Support and Community links for navigation betweenthe help site (Support) and the community site. The header also provides the Log in link and the Sign upbutton. Once authenticated, the member's user name is displayed on the header bar.

The header section has built-in navigation links to help site and community site. If you need to overrideor delete the header section make sure that you have community sites and help site navigation linksconfigured on your site. In order to configure help site and community sites links on your web site, seeDeploying a help site and Deploying a community site.

Note: The header section is provided as a sample only. It is expected that during animplementation you display the help site within an existing web self-service application and utilizean existing header.

Configuring Mobile displayDisplaying a help site on a mobile device, such as smart phone, uses circumstancing to support an optimalmobile user experience. 

Note: Tablets uses the same user interface (UI) as the desktop version.

The circumstance condition for mobile devices uses the following properties when evaluating theconditions to determine which UI to render to the end user:

• KMHelpSiteTemplate

• pyIsMobile

• pxDeviceType

These properties are evaluated when a browser request from a help site is detected ( KMTemplateTypecircumstance template). Note that for mobile devices, the same UI is rendered regardless of which helpsite layout has been selected. 

If you extend the help sites (for example, add a new section or a page), it is recommended that you modifythe KMHelpPortalSkin and add break points in order to make the UI responsive.

If the desired UI can't be achieved just by adding breakpoints to the skin then you may need to edit thecustom CSS in the following files.

KMCommunityMobileStylesThis CSS file contains changes only for the navigation menu for a hand-held device and also mediaquery to modify the UI of categories tiles.

KMHelpStylesMobileThis contains all other CSS for help sites and community sites specific to mobile.

KMHelpStylesMobile has four classes that control the client-side visibility of elements on which theyare applied:

hand_heldElements are visible when screen size is <=768px. Used for all hand-held devices.

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device_tabElements are visible until the screen size is >=480px. Used for hiding an element on mobile devices.

full_screen_deviceElements are visible only on desktop (screen size >768px).

device_mobileElements are shown on the mobile device.

Note: When the window size is less than 980px, the search bar is displayed only on the homepage. To hide the search bar use hideSearchOnResize CSS.

Optional: Modifying the user experienceThere are multiple places where you can change the user interface of the Interaction Portal. Each locationthat you want to update follows a similar process.

Note: As you implement changes to the user interface, make sure that end users test the changes.Do not wait until the end of a project to perform the testing because it costs more to make achange at the end of the release cycle.

• Modifying other Interaction Portal elements

Modifying other Interaction Portal elementsYou can update the other elements of Interaction portal that may require Designer Studio to reflect thestyle of your business. The following steps guide you to identify the sections and the fields that you wan tomodify.

1. Click the Live UI icon .

2. Select the element that you want to change.When an element is selected, Live UI provides information about that element, such as the sectionsand harnesses that the element is a part of.

3. Click the Open rule in Designer Studio icon to open that rule in Designer Studio and update it asneeded.

TaxonomyA taxonomy allows you to classify or group similar content to better organize your knowledge base andsupport a more efficient search and display of content. Pega Knowledge supports a multi-level taxonomycategory structure that offers flexibility in designing a classification approach to meet your businessneeds. A taxonomy category is associated with content during the content creation process.

Prior to creating your taxonomy categories, consider the most logical structure that aligns with how youwant to organize and classify your content.  Some organizations create taxonomy categories that matchtheir organizational structure.

Note: The Uncategorized category is a required taxonomy level shipped with Pega Knowledgeand cannot be edited. It is used for temporary movements of content from one taxonomy categoryto another. It is also used when a taxonomy category that contains content is deleted fromthe taxonomy editor. Because all content requires an associated category, when an associatedcategory is deleted, the content is temporarily assigned to the Uncategorized category until it isassigned to another category.

Note: Before creating a taxonomy in the authoring portal, identify the categories required for thebusiness.

To add a new taxonomy, complete the following steps:

• Adding a new taxonomy category

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• Optional: Defining security

Adding a new taxonomy categoryIf you want to create content or start a discussion that meets your content requirements and if theexisting categories are not relevant to add the content, then you can add a new category. You can view thesample categories in the taxonomy such as Auto loans, Customer Service, Investment Options, and RetailBanking.

Note: If you have imported the sample categories, delete the sample categories if not being usedin production. For more information, see Deleting a category.

1. On the left navigation panel, click Taxonomy.

2. On the Taxonomy page, click Add new category.

3. In the Category name field, enter the name of the new category.

4. Optional: To create the new category under the respective parent or top level category, click Changeand then select a parent category. If the parent category is not selected, then the new category iscreated as a parent category.

5. Optional: Select the appropriate Authorized role from the list and click Add.

The Authorized role option is used to add security content visibility settings to a category. You canapply multiple roles to a category. Pega Knowledge authors might not have visibility to all access rolesand could require a separate operator login. For more information, see Defining security.

6. To select an image to use for this category, click Choose file and click Upload.

Note: Sample category icons are provided in the Pega Distribution media in the Resource Kitdirectory ( SampleCategoryIcons.zip ). Your system administrator can unzip this file onto ashared drive or a location where you can access and upload the desired category icon.

7. To save the new category, click Submit.

• Editing a category

• Deleting a category

Editing a categoryYou can edit the details of a particular category to change the category type, category name, authorizedroles, and the category image.

1. On the Category page, click the Edit selected category icon.

2. To change the parent category, click Change and select the category type.

3. Optional:  Edit the Category name.

4. Optional: Add and delete the Authorized roles for the category.

5. Optional: Choose an image file to upload as the icon for the category.

6. Click Update.

Deleting a categoryYou can delete unwanted categories from the taxonomy.

1. On the Category page, click the Delete icon for the category to delete.

2. Click Delete.

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Note: After you delete the category, any related content is automatically assigned to theUncategorized category. KM Authors should check the uncategorized category in the Taxonomypage periodically to review content and assign it to the proper category.

Optional: Defining securityContent visibility can be restricted at the taxonomy category level, allowing only privileged users accessto the restricted content using search, suggested content, or the top-rated articles sections of the portal.Pega Knowledge uses Pega access roles to restrict content visibility.

Assigning access roles in Pega requires visibility to that application using an operator that has privilegesfor the system administrator role and access to the Pega Knowledge portal. It is a best practice to modifyone of your Pega application's System Administrator operator's access group or create a new operator toinclude the KMPortal portal and PegaCA:Publisher role. The operator's application rule should alsoinclude the PegaKMPortal:07-31 ruleset that is placed above any Pega- rulesets. This operator thenhas access to both your application and Pega Knowledge, allowing the visibility and assignment of yourapplication's access roles to the taxonomy categories through the Taxonomy editor.

Note: As a Security administrator (Pointing to CPMKMSecurityAdmin access group), you candefine the security for Pega Customer Service access roles.

Assigning security restrictions is hierarchical, meaning that if a higher level taxonomy category hasassigned (one-to-many) access roles, then all its related child categories inherit those roles. Any contentassigned to these child taxonomy categories requires that the end user have at least one of the assignedaccess roles to enable visibility.

If an access role is assigned at a lower (child) level in a taxonomy category hierarchy, with no other accessroles assigned above the child, then only content at the level where the access role is assigned wouldrequire the user to have that access role. Content linked to taxonomy categories above the child with theaccess role would not have any visibility restrictions, assuming that no access roles are assigned at thehigher levels in that category hierarchy.

Creating and managing help sitesPega Knowledge provides configuration tools and capabilities to quickly and easily create, brand, anddeploy knowledge help sites. Using help sites, customers can browse and search for information andanswers to common questions.

You can create and maintain multiple help sites to support different lines of business with thecorresponding content categories or content. Help sites can also be used as an internal or employee-facing knowledge portal.

You can embed help sites in an existing web self-service application or another web application.

To create, publish, and deploy a help site, complete the following procedures:

• Creating a help site

• Publishing a help site

• Deploying a help site

• Optional: Configuring Pega Knowledge Self-Service Help site URLs

Creating a help siteThe Knowledge portal lets you create a help site that provides a forum for your customers to explorearticles and discuss solutions to common questions. You can create and configure a help site by specifyinga name, welcome message, selecting categories, and selecting layout template and styles.

To create a help site, perform the following steps:

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1. In Pega Knowledge portal, go to the left navigation panel, expand Knowledge and click Help sites.

2. Click New site.

3. On the General tab, to change the layout of the help site, configure the following:

a. Enter the help site name in the Name field.

b. Optional: To hide the help site name on the help site, select the Do not display check box.

c. Select the desired help site layout from the Template list.

d. In the Welcome message field, enter the welcome message to display on the help site.

e. Optional: To hide the welcome message on the help site, select the Do not display check box.

f. To enable the external search engine optimization for the help site, select the Optimize forexternal search check box.

g. To enable access roles based content visibility settings on the help site, select the Check thecategory access roles for this site check box. For more information on adding category accessroles based visibility settings, see Adding a new taxonomy category.

h. To add the content categories to the help site, click Add category. Select the category that you wantto display on the help site.

Note: Your Pega Knowledge help sites must be registered with your preferred search engines.For example, to register your sites with Google®, navigate to the Google® Search console andfollow the registration instructions.

4. On the Gadgets tab, to allow your customer to suggest topics on the help site, configure the following:

a. To display the list of top rated content that you want to highlight in your Pega Knowledge help site,select the Top rated content check box.

b. To display the list of recently published articles that you want to highlight in your Pega Knowledgehelp site, select the Recently published check box.

c. To display articles, links, or file attachments that you want to highlight in your Pega Knowledge helpsite, select the Featured content gadget check box.

d. Select the Suggest content gadget check box. In the Knowledge portal, the feedback submittedusing the Suggest content gadget on the help site is automatically routed to the KnowledgeContent – Customer Suggestions workbasket.

e. To add categories and sub-categories to display on the help site, click the Add category icon andthen select the category or sub-category from the list.

Note: You should create taxonomy categories and related content prior to configuring a helpsite. Categories or sub-categories that are not selected are not displayed on the help site. Acategory without any linked and published articles are not displayed in the help sites. For moreinformation on creating a category, see Adding a new taxonomy category.

a. To save the changes, click Save Draft.

5. On the Style tab, to change the default style settings, configure the following:

a. To select the Help site banner image, click Upload file, and select the image. The suggested imagesize is 1100 x 290 pixels in .jpg, .png, or .gif format.

b. To select the font color and font size (in pixels) for the Welcome text, Category titles, Links, andBreadcrumb trail, use the respective color picker and enter the font size in pixels.

c. To select the color for the Page background, Side panel background and Title border, use therespective color picker.

d. To display category images on the help site, select the Display category images check box.

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Note: For all color fields, you can manually enter a hexadecimal (hex) color code. For example,#FFFFFF for white color.

a. To select the color for the 'Suggest article' button, and 'Suggest article' icon color, use therespective color picker.

b. To save the changes, click Save Draft.

c. Optional: To preview the help site, click Preview.

Publishing a help siteAfter making changes to the help site, you can publish the help site. Publishing a help site lets you previewthe help site as an end user would see it.

To publish a help site, perform the following steps:

1. In the left navigation panel, expand Knowledge and click Help sites.

2. On the Draft tab, click on the help site that you want to publish.

3. Click Publish.

You can still make changes to the site, but the site should be published again.

After you publish the help site, an Embed site button appears on the General tab. This can be used toconfigure the help site to allow anonymous access to the help site.

Deploying a help siteYou can deploy your help site to your web self-service portal or other web applications.  Pega Knowledgeautomatically generates the required JavaScript and HTML snippets.

To deploy a help site, follow these steps :

1. Log in to Interaction Portal.

2. Click Knowledge > Help sites.

3. Select the help site link you want to publish and click Publish.

4. Click Embed site to generate the JavaScript and HTML snippets.

5. Follow the instructions provided in the JavaScript code and embed the snippet in the desiredplaceholder.

a. You can insert the JavaScript code into a .js file on the web server that is serving your targeted self-service web site or other web application. This allows the referencing HTML code visibility whenbeing called. Alternatively, you can embed the JavaScript code directly into the source code of thetargeted self-service web pages.

b. Insert the HTML code where you want the help site to be called or redirected, such as a button, link,or image.  To pass a specific articleID to display upon reaching the help site, insert the related "KC-"article number in the HTML code as the articleID parameter. This is passed with the calling URL andallows the help site to display this specific article once the user reaches the redirected help site.

6. To test your code, open the web page that contains the Pega Knowledge code, and click the UI element(button, link, or image) that contains the JavaScript and HTML snippet. You are directed to your helpsite.

• Configuring access to the help site

• Launching the help site

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Configuring access to the help siteTo configure and provide help site access for external users, follow these steps:

1. In the Explorer panel, click App.

2. Open PegaFW-KM-Admin-ApplicationSetting class.

3. Click Data Model > Data Transform > pyDefault.

4. Update the .KMPrefHelpSiteName source column with Organization-helpsite, for example,Uplusbank.

5. Click Save to save and update the data transform sources.

Launching the help siteThe following steps describes the process to launch the deployed help site:

• To launching the help site, identify the details such as host name, IP address, and port details. Tolaunch a particular help site, add the host name, IP address, and port details along with the givenhelp site name to this URL pattern- https://< hostname>:<port> /prweb/PRServletCustom/<helpsitename >.

• Another way of launching a help site is by accessing the activity KMDisplayHelpPortal. TheKMDisplayHelpPortal activity considers parameters like help site name, status, community sitename. This activity can also be used to open a particular article in a given help site or a post in a givencommunity.

Optional: Configuring Pega Knowledge Self-Service Help site URLsPega Knowledge supports the creation of knowledge help sites that allow you to quickly configure, brand,and deploy Pega Knowledge self-service portals for your customers or other end users. 

Follow these steps to configure the system URL:

1. Log in to Designer Studio.

2. Click Designer Studio > System  > Settings > URLs.

3. In the Public Link URL text field enter the application URL with the IP address and port details.

4. Click Save.

After configuring the system URL, change the Requestor type to allow anonymous login. There are twooptions in order to change the Requestor type:

• Option 1: Using the installed system defaults and resulting Pega Knowledge

• Option 2: Changing the Pega Knowledge Help site URL to utilize your company's domain name

Option 1: Using the installed system defaults and resulting Pega KnowledgeUsing the default URL pattern (URL that consists of / PRServletCustom as the URL Pattern).

1. Change the existing Requestor Type (both PRPC and Pega) to ExternalKMAG.

2. Optional: Adding a new Requestor Type.

Note: In case of multiple Pega System rules in the same server, then create a new Requestortype.

3. Requestor types are the entry sockets to a particular request. If you choose new requestor type, it ismandatory to add four requestor types: APP, BROWSER, BATCH and PORTAL requestor types.

4. Requestor types takes Access Group as input and ExternalKMAG is an out of the box access groupwhich is provided for the help site configuration. 

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5. If new Requestors are added, then create and configure new system rule in the PRConfig.xmlfile. The configuration syntax of which would be <env name="identification/systemname"value="yoursystemname" />

Option 2: Changing the Pega Knowledge Help site URL to utilize your company'sdomain name

Pega Knowledge provides a secure method for redirecting users to your Help sites and provides theability to support the use of your company's domain name and secure user redirects by using this URL: http://<hostname>:<port>/prweb/PRServletCustom

In addition to the configurations made in Option 1, you will need to configure a new servlet in theweb.xml file to change PRServletCustom in the URL and add the AuthService configuration in the newservlet config.

Community site managementPega Communities provides an ability to your customers, partners, and employees to explore and discusssolutions to common questions and issues. Community members can leverage the expertise of theirpeers and your business experts to openly collaborate and find answers in a safe, moderated forum. Youcan create, configure, and publish a community site from the Community page in the Knowledge Portal.

To create, publish, and deploy a community site, complete the following procedures:

• Creating a community site

• Member sign up in the community site

• Deploying a community site

• Mapping a community site with a help site

• Enabling automatic content tags

Creating a community siteThe Knowledge portal lets you create a community site that provides a forum for your customers,partners, and employees to explore and discuss solutions to common questions and issues. As a systemadministrator, you can create and configure a community site by adding a name, discussion categories,and selecting layout template and styles.

To create a community site, perform the following steps:

1. In the left navigation panel, expand Community and click Community site.

2. Click New community.

3. On the General tab, configure the layout of the community site.

a. Enter the community site name in the Name field.

b. Optional: To hide the community site name on the community site, select the Do not display checkbox.

c. Select the desired community site layout from the Template list.

d. In the Welcome message field, enter the welcome message to display on the community site.

e. Optional: To hide the welcome message on the community site, select the Do not display checkbox.

f. To enable the external search engine optimization for the community site, select the Optimize forexternal search check box.

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g. To add categories and sub-categories to display on the community site, click the Add category iconand then select the category or sub-category from the list.

Note: Create taxonomy categories and related content prior to configuring on a communitysite. Selected categories or sub-categories are displayed on the community site. For moreinformation on creating a category, see Adding a new taxonomy category.

h. To allow your community members to report posts and comments to the respective communitymoderators, select the Allow users to report posts and comments to moderators check box.

i. To enable the profanity checker and content masking for community posts, select the Enableprofanity checker and masking check box.

Note: Your Pega Knowledge community sites must be registered with your preferred searchengines. For example, to register your sites with Google®, navigate to the Google® Searchconsole and follow the registration instructions.

j. To save the changes, click Save Draft.

4. On the Gadgets tab, to quickly configure articles, links, or file attachments that you want to highlight inyour Pega Knowledge communities, select the Featured content gadget check box.

Note: You can add content, links and attachments to Featured content gadget after publishingthe respective community site.

5. On the Style tab, to change the default style settings, configure the following:

a. To select the community site banner image, click Upload file, and select the image. Therecommended image size is 1100 x 290 pixels in .jpg, .png, or .gif format.

b. To select the font color and font size (in pixels) for the Name, Welcome message, Section titles,Discussion links, Reply links, and Breadcrumb trail, use the respective color picker and enter thefont size in pixels.

c. To select the color for the Page background, Section background, Side panel background, Titleborder, Community tabs background, Tab bottom border, and Tab bottom border color onmouse hover, use the respective color picker.

d. To display category images on the community site, select the Display category images check box.

e. To select the color for the 'Suggest a discussion' button color, 'Post' button color, 'Cancel'button color, and Button text color, use the respective color picker.

Note: For all color fields, you can manually enter a hexadecimal (hex) color code. Forexample #FFFFFF for white color.

6. To save the changes, click Save Draft.

7. Optional: To review the community site, click Preview.

Member sign up in the community siteTo become a member of a community, you must first sign up as a user. A member can access acommunity site, participate in discussion forums, and post comments. When a member logs in and signsup to a community from the Community portal, the following are the changes are made.

• An operator is created with the user Email ID in the KMCreateCommunityUser.

• After Sign up, the users are associated with KMCommunityUserAG access group with two access roles.

• PegaKM:CommunityUser

• PegaRULES:User4

• While signing up, a one time password is generated, using the activityKMGenerateVerificationCode. This activity uses Java code to generate a random integer (one time

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password) not greater than 999999 and also store the time it was generated, which is used for expirytime verification.

• Verification of the one time password is handled by the activity KMVerifyVerificationCode. It alsohandles the expired one time password entered by the user with a time limit set to 5 minutes.

If you have a third party authentication already set up, ensure that the operator has access rolePegaKM:CommunityUser.

Deploying a community siteYou can deploy your community site to your web self-service portal or other web applications. Afterdeploying, the community site will be available to your customers. To deploy a community site, PegaKnowledge automatically generates the required JavaScript and HTML snippets. 

Follow these steps to deploy a community site:

1. Log in to Interaction Portal.

2. Click Community > Community site.

3. Select the community site link you want to publish and click Publish.

4. Click Embed site to generate the JavaScript and HTML snippets. Follow the instructions provided in theJavaScript code and embed the snippet in the desired placeholder.

a. The JavaScript code can be inserted in the js file of the web server that is serving your targeted self-service site or other web application.  This allows the referencing HTML code visibility when beingcalled.  Alternatively, it can be inserted directly in the HTML of the targeted self-service pages.

b. Insert the HTML code where you want the community site to be called or redirected, such as abutton, link, or image.  To pass a specific PostID to display upon reaching the community site, insertthe related C- post number in the HTML code as the PostID parameter. This is passed with thecalling URL and allows the community site to display this specific post once the user reaches thecommunity site. 

5. To test, navigate to the web page that was configured with the community page JavaScript andHTML snippet, and then click on the UI element (button, link, or image) where the HTML snippet wasembedded. The redirect brings you to your configured community site.

Note: This sample did not specify a PostId as a parameter in the HTML code, so the user seesthe main community site.

Note: To archive or withdraw the help site, go to Actions > Withdraw, and then confirmwithdrawing the help site. The respective help site moves to archive list.

Accessing the community site

Mapping a community site with a help siteAs an administrator, you must map a community site with a corresponding help site based on theassociated line of business. Mapping a community site with a help site help the users to navigate betweenthe help site and corresponding community site. If you search with a relevant keyword, the search pagedisplays the combined results of the community site and help site. You can map only one communitysite with a help site. For more information, see Creating and managing help sites and Community sitemanagement.

To map a community site with a help site, perform the following steps:

1. In the left navigation panel, expand Configurations and click Link sites.

2. Click New mapping, the Create new mapping window appears.

3. Select the help site name from the Help site list.

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4. Select the community site name from the Community site list.

5. Click Submit. The community site and help site is now linked.

6. To view the list of mapped sites, in the left navigation panel, expand Configurations and click Linksites.

Enabling automatic content tagsPega Knowledge administrator or site managers can enable auto-tagging for articles leveraging Pega’sArtificial Intelligence (AI)-based text analyzer to scan the article title, abstract, and content body to identifyrelevant topics and suggest related tags.

Follow these steps to enable automatic content tags for articles:

1. In the left navigation panel, click Configurations  > Auto tagging.

2. Select the Enable auto-tagging for articles

3. Select the number of automatic content tags to be created from the Limit tag suggestions to drop-down list. By default, the limit is set to 3.

4. Click Save.

Optional: Configuring access groupsA new application includes Pega-provided access groups and access roles that you can view in DesignerStudio by clicking Designer Studio > Org & Security > Groups & Roles .

It is a best practice to create new access groups and roles that are based on the default access groups androles that come with the product. This insulates your application from changes if the roles and groupschange permissions in a future release. Refer to the roles and groups that you identified in the Definerequirements section.

To update an access group, follow these steps:

1. Click Designer Studio > Org & Security > Groups & Roles > Access Groups.

2. Select the access group that you want to use, for example KMApprover.

3. Click Save as to save the role to your application. It is recommended that you name the role with adifferent name. Update the roles to use the ones that you created for your application.

4. Click Create and open.

5. In the Definition tab, map the Name and Version field details with your application and click Save.

To update an access role:

1. In the Explorer panel, click Records > Security > Access Role Name.

2. Click Designer Studio > Org & Security > Groups & Roles > Access Roles .

3. Select the access role that you want to use, for example PegaCA:Manager.

4. In the Access Role field, click the filter icon and enter PegaKM in the Search Text box.

5. Click Apply.

6. Select the access role that you want to use, for example KMApprover.

7. Click Save as to save the role to your application. It is recommended to give the role a different name.

8. Click Create and open.

9. Click Save.

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Configuring reportsPega Knowledge includes many standard reports for monitoring and analyzing work. For detailedinformation about each report, see Knowledge Management reports .

For information about creating reports, see Creating reports in Case Manager.

Testing a new applicationTesting a new application includes the following procedures:

• Testing your application in the Build environment

• Testing in the Test or Production environments

• Testing in the UAT environment

Testing your application in the Build environmentTest a new application in the Build environment before migrating the new application to a Test orProduction environment. Testing in the Build environment enables you to verify that basic functionalityand interfaces work correctly and also that performance is acceptable.

1. Run functional tests to test specific features from the end-user perspective.

2. Test features used by all service intents, such as: security, eligibility, search, and loading of data. For thisunit testing, automated scripts are recommended but not required.

3. Use the Performance tool to measure the performance of the application. For information about thePerformance tool, see About the Performance tool.

• Prior to extending your site-specific Pega implementation, establish a performance benchmark(baseline) using the Performance tool. This allows subsequent, iterative performance testsagainst the established baseline to help identify any degradation in performance resulting fromdevelopment efforts.

• Use the Performance tool to check the performance of the following features:

• Search

• Account selection

• Loading of components

• Kickoff of all service intents. For this unit testing, automated scripts are recommended but notrequired.

• Save the test results so that you can compare them to future test results to determine whether anapplication update has a performance impact.

4. Verify that the Pega-provided reports and your custom reports run successfully, and that they showyour implementation layer data, rather than the default demonstration data. This can be an automatedtest.

5. Test all integrations, both independently and with associated integrations. 

Test integrations for any optional Pega Knowledge components and other applications that you planto use. See the product documentation for the component or application to determine which productcomponents to test.

6. Test security. Test the most common roles to ensure that the required access groups are configuredand point to the correct software version.

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Testing in the Test or Production environmentsAfter you import the application to a Test or Production environment, test the application in the newenvironment to verify that it works correctly in that environment.

Note: For a multitenancy configuration, run tests in each tenant region. The testing performed inthe Test environment should include usability testing to ensure that the application meets the UIstandard.

1. Verify that the source and the destination files are the same.

2. Run functional tests to test specific features from the end-user perspective.

3. Test features used by all service requests, such as security, eligibility, search, and loading of data. Forthis unit testing, automated scripts are recommended but not required.

4. In the Test or Production environment, run the Application Guardrails Compliance Score to ensure thatthe application meets guardrails.

5. Verify that there is an open Production ruleset so that managers will be able to edit dialogs, coachingtips, and knowledge content in the Test and Production environments, and so that they can sharethose changes. Rulesets are typically locked during migration; you will need to unlock the ruleset aftermigration.

6. Verify that the Pega-provided reports and your custom reports run successfully, and that they showyour implementation layer data, rather than the default demonstration data. This can be an automatedtest.

7. Test all integrations, both independently and with associated integrations.

Test integrations for any optional Pega Knowledge components and other applications that you planto use. See the product documentation for the component or application to determine which productcomponents to test.

8. Verify that the integrations point to the correct system of record, and not to the system of record forthe Build environment.

9. Test security. Test the most common roles to ensure that the required access groups are configuredand point to the correct software version. Use these common roles in your smoke tests (see next step).

10. Run a smoke test to compare the source and destination environments. Verify that all tests that passin the Build environment also pass in the Test or Production environment. If anything fails, comparethe environments to determine whether a difference in environment could cause the test to fail. Ifthe environment caused the failure, either fix the issue that caused the failure or adjust the test asappropriate for the new environment.

11. Run performance tests to verify that performance meets expectations. Pega recommends automatedperformance testing. Save the results so that you can compare them to future performance test resultsto determine whether an application update has a performance impact.

Testing in the UAT environmentAfter you complete testing in a Test environment, it is common for large call centers to perform UserAcceptance Testing (UAT) in a designated UAT environment, which could be a pre-production environment.UAT ensures that end users will be able to successfully complete work and meet business objectives.

Note: Organizations that use Scrum for application development will complete less formal UAT aspart of each sprint cycle.

1. Verify the integrity of the UAT environment.

2. Have the end-users (or business analysts acting the role of end-users) run scripts to test all scenariosincluding boundary and exception testing. The end-users (that is, the trainers, managers, anddirectors), perform the following steps during UAT:

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a) Verify that there are no major issues.

b) Review changes in order to better understand the features.

c) Customize the delegated rules (for example, coaching tips) as needed.

Packaging a new applicationTo migrate a new application to a different environment, you must first package the application so that itcan be imported to the new environment.

Packaging and importing a new application includes the following procedures:

• Merging application changes

• Packaging an application for migration

• Importing the packaged application

• Multitenancy deployment considerations

Merging application changesIf you developed your application features in separate branches, use the Merge Branches wizard to mergethe branches before you package the application. The wizard shows any merge conflicts so that you cancorrect them before you merge the branches.

For more information about using Merge Branches wizard, see Branch development.

Packaging an application for migrationBefore you can migrate a new application to a different environment, you must package the relevant datainstances and rulesets into a product rule. The product rule is an instance of Rule-Admin-Product, andit is referred to as the RAP file.

1. Click Designer Studio > Application > Distribution > Package to start the Application Packagingwizard. For information about using the wizard, see Application Packaging wizard.

2. Complete each page of the Application Packaging wizard.

3. On the last page of the wizard, click Preview.

4. Review the contents of the generated RAP file.

5. On the last page of the wizard, click Modify to make any changes. Ensure the following class instancesand individual instances are present in the RAP file.

6. When the RAP file is complete, click Export. The wizard creates a .ZIP file in the ServiceExportdirectory on the current application server node.

Importing the packaged applicationTo deploy a new application to a different environment, import the .ZIP file that contains the packagedapplication to the new environment.

1. Click Designer Studio > Application > Distribution  > Import.

2. Use the Import Gadget to import the target .ZIP file. For more information, see Import wizard landingpage.

For information about how to swap the database connection pointers to your Production database afteran import to a Production environment, see the Pega Platform Upgrade Guide at Deployment Guides.

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Multitenancy deployment considerationsIn a multitenancy environment, the shared application components are deployed only to the sharedenvironment, and the tenant-specific components are deployed only to the tenant region.

For information about how to package and deploy a shared application or a tenant-specific application,see the Multitenancy Administration Guide.

A deployment to a multitenancy environment has the following requirements.

• The package for the tenant layer should include production rule sets for that tenant. The package forthe shared layer should not include production rule sets.

• The package for the tenant layer should include the tenant-specific Pega Call configuration settings,such as sample operators, service packages, CTI links, and call objects. The package for the sharedlayer should include the global Pega Call configuration settings that apply to all tenants, such as PegaCall rules.

• The package for the tenant layer should include the table definitions for that tenant.

Note: Multitenancy is not supported for Pega Social.

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Production maintenance and monitoringProduction maintenance and monitoring includes the following procedures:

• Application health monitoring

• Identifying and reporting issues

Application health monitoringPega Autonomic Event Services is an application that automatically monitors, retrieves, and organizes thealert data from one or more clustered systems throughout the enterprise. Pega also provides the PegaPredictive Diagnostic Cloud, which allows you to benefit from Pega Autonomic Event Services withoutinstalling it locally. Pega Predictive Diagnostic Cloud is a Software as a Service offering of Pega AutonomicEvent Services.

Implementing the following best practices in your application can help to ensure optimal response timesand overall application health:

• Segment application agent processing to a dedicated JVM (Java Virtual Machine). This configurationensures that end users do not have to share resources with background processes.

• Monitor integration response time. Over time, slow integration points can cause average handle timesto increase. When queues start to grow, it becomes very difficult to recover, which might require usageof offline services or a backup application.

• Regularly check the email accounts configuration. This helps avoid unnecessary exceptions anderrors. Ensure that all email accounts are connected to a working email server, and that there are nooutbound email accounts configured that are not needed.

• Ensure that all Pega Platform operator accounts used by your Pega Knowledge application have a validemail address. This also applies to the accounts of managers, system administrators and applicationadministrators.

• Configure the System Management application with access to the nodes in the system. For moreinformation, see The System Management application.

Identifying and reporting issuesAs with any application, your users will encounter issues that they need to report as they begin to usethe application. When deploying your application to the production environment, complete the followingsteps:

1. Identify operational staff who will be responsible for responding to issues reported in the productionenvironment.

2. Establish procedures with those resources to triage, respond to, and escalate issues.

3. Determine procedures for delivery of changes to the production environment.