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Knowledge is power

Make everyone an expert with Pega Knowledge

Pega Knowledge™ is a centralized knowledge management solution available as a standalone application or as an integration with Pega Customer Service™ or Pega Sales Automation™.

This knowledge solution gives your sales and service teams instant expertise while enabling powerful self-service experiences by providing immediate answers to customer inquiries. The results? Improved speed, accuracy, and first contact resolution for your team; lower volumes for your contact center; and more satisfying customer journeys.  

Knowledge Management

Deliver the ultimate truth

Streamline content creation with an AI-enriched centralized knowledge solution
Create consistent content across touchpoints
Collect, combine, and curate key pieces of information from multiple sources while maintaining consistency.

This centralized knowledge solution enables you to share and reuse content across assisted and self-service channels for a single source of truth.

Author brilliant content with ease
Author, publish, and archive content efficiently.

Automatic translation APIs quickly translate articles, while generative AI writes robust summaries and improves the tone and readability of articles – enhancing and accelerating the authoring process.

Empower your agents and customers

Make knowledge a key part of assisted service and self-service journeys
Knowledge Management AI

The search is over

AI finds the right article, at the right time

With an AI co-pilot on your team suggesting knowledge articles, agents always have the right info at their fingertips – no searching required.  

Make knowledge part of the journey

Embed knowledge articles into workflows

Weave knowledge articles into case workflows and deliver informative, consistent experiences every time. Virtual agents can automatically send articles to customers while live agents can send articles in just one click.

Knowledge Management Virtual Assistant
Knowledge Management Troubleshooter

Empower your customers

Provide knowledge-rich self-service options

Enable customers to self-educate and self-solve on their channel of choice. Customers can find answers 24/7 and even resolve their own issues by using step-by-step guided troubleshooters.

Telenet logo
“With things like knowledge bases…contextual help is something really powerful…a really big game changer.”

– Brecht de Mulder, Director, Pega Customer Service Delivery, Telenet


For Telenet, a Belgian telecommunications provider, Pega Knowledge provides game-changing benefits by immediately presenting agents with relevant information, so they can focus on the customer instead of spending time searching for answers. Having a centralized knowledge solution also means that Telenet’s agents all see the same articles and can deliver consistent experiences across all customer touchpoints.

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