Managing content

Users who have been assigned the Editor role can make changes to existing or published content. Additionally, editing is available to Authors in workflows that they start, for example, documents rejected by publishers or approvers. Authors can edit other content if their access group contains the KMEditor role.

1. To start editing content in the Knowledge Portal, in the navigation pane on the left, expand the Knowledge section and then click Content.
2. Locate the article that you want to edit in the list and click its name.
3. Click Edit in the upper-right corner to begin.

The status of the new content version depends on whether expert approval is enabled for all content categories by the administrator. Enabling expert approval is an administrative feature which, when enabled, routes articles to knowledge experts for approval whenever they are edited.

If the Enable expert approval setting is enabled, Pega Knowledge creates a new version of the content with a New-Draft status, which means the changes will need to be re-approved for all edits made.

If the Enable expert approval setting is disabled, the status of the new version is set depending on your role:

• Content edited by an editor has New-Draft status.
• Content edited by an approver has Pending-Approval status.
• Content edited by a publisher has Pending-Publish status.

You are now ready to start making changes. However, remember that changing the content type of a saved article will not overwrite any of the attributes or content, including content templates.

4. Once you are satisfied with the changes that you have made, enter a reason for the edit in the Reason for editing field.
5. Click Publish or Submit.
   Note: The button's label depends on the Enable expert approval setting, as described above.

The new version is saved with the new status. If published, it is made available to users and the previous version is automatically archived with the Resolved-Archived status. If the content is referenced in another article, the newest published version will now be referenced instead.

The clone content feature creates a copy of existing content along with all its attributes. Cloning content helps you to reuse the existing content, and then modify it as needed.

1. To clone an article, in the left navigation pane, expand the Knowledge section and then click Content.
2. Click the title of the article that you want to clone.
3. If you are cloning an unpublished article, in the Actions menu, select Clone content.
   If you are cloning a published article, first click Edit and then in the Actions menu, select Clone content.
4. Make the necessary changes and then click Submit.
   The cloned content is displayed with the New-Draft status.

Publishers can archive published content that is no longer required for the customers. After you archive the content, it does not display in search results. Remember that you cannot unarchive articles, but you can publish a new version of an archived article by editing the article.

1. To archive an article, in the left navigation pane, expand the Knowledge section, and then click Content.
2. Find the content that you want to archive and then click its title.
3. In the Actions menu, select Archive content.
   You will be asked to provide a reason for archiving the article in the Comments section. When you open an archived article, the archive comments display at the top of the article.
4. Enter a reason for archiving the article, and then click Submit.
   The content status will change to Resolved-Archived.
   Note: Remember that you can use the Expire on option to schedule an article to be automatically archived after 3, 6, 12, 18, or 24 months.