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Pega Knowledge Management
INSTALLATION GUIDE
7.1 Version
Copyright 2014
Pegasystems Inc., Cambridge, MA
All rights reserved.
This document describes products and services of Pegasystems Inc. It may contain trade secrets and
proprietary information. The document and product are protected by copyright and distributed under licenses
restricting their use, copying, distribution, or transmittal in any form without prior written authorization of
Pegasystems Inc.
This document is current as of the date of publication only. Changes in the document may be made from
time to time at the discretion of Pegasystems. This document remains the property of Pegasystems and
must be returned to it upon request. This document does not imply any commitment to offer or deliver the
products or services provided.
This document may include references to Pegasystems product features that have not been licensed by
your company. If you have questions about whether a particular capability is included in your installation,
please consult your Pegasystems service consultant.
PegaRULES, Process Commander, SmartBPM® and the Pegasystems logo are trademarks or registered
trademarks of Pegasystems Inc. All other product names, logos and symbols may be registered trademarks
of their respective owners.
Although Pegasystems Inc. strives for accuracy in its publications, any publication may contain inaccuracies
or typographical errors. This document or Help System could contain technical inaccuracies or
typographical errors. Changes are periodically added to the information herein. Pegasystems Inc. may make
improvements and/or changes in the information described herein at any time.
This document is the property of:
Pegasystems Inc.
1 Rogers Street
Cambridge, MA 02142
Phone: (617) 374-9600
Fax: (617) 374-9620
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
Pega Knowledge Management 7.1 Installation Guide 2
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]
Pega Knowledge Management 7.1 Installation Guide 3
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
Pega Knowledge Management 7.1 Installation Guide 4
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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
Pega Knowledge Management 7.1 Installation Guide 5
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
Pega Knowledge Management 7.1 Installation Guide 6
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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.
Pega Knowledge Management 7.1 Installation Guide 7
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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.
Pega Knowledge Management 7.1 Installation Guide 8
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Publication Stage
12. The publication stage is the last stage; click Publish to publish the article.
Pega Knowledge Management 7.1 Installation Guide 9
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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.
Pega Knowledge Management 7.1 Installation Guide 10
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
Pega Knowledge Management 7.1 Installation Guide 11
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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