Adding Knowledge Buddy to the Interaction Portal

2 Tasks

5 mins

Pega Customer Service '24.2

Pega Customer Service '24.1

Visible to: All users

Beginner

Pega Customer Service '24.2

English

Scenario

U+ Bank wants its customer service representatives (CSRs) to have easy access to Pega GenAI™ Knowledge Buddy as they work. As an application administrator, you have been tasked with adding the standalone Knowledge Buddy widget to the Customer Service Interaction Portal.

The following table provides the credentials you need to complete the challenge:

Role	User name	Password
CS Application Administrator	CSAppAdmin	password123!
Customer Service Representative	CSCSR	password123!

Your assignment consists of the following tasks:

Task 1: Add the Knowledge Buddy widget to the Interaction Portal

You must add the widget to the My Dashboard landing page and ensure it is easily accessible for CSRs.

Task 2: Update the Configuration set

Update the Knowledge Buddy – Widget configuration set with the default buddy name.

Confirm your work: Use the buddy widget to ask a question

Log in as a CSR and ask Knowledge Buddy a question.

 

You must initiate your own Pega instance to complete this Challenge.

Initialization may take up to 5 minutes so please be patient.

• Log In

Challenge Walkthrough

Detailed Tasks

1 Add the Knowledge Buddy widget to the Interaction Portal

1. In the instance for the challenge, click Pega Infinity™ to log in as a Customer Service application administrator:
   1. In the User name field, enter CSAppAdmin
   2. In the Password field, enter password123!
2. In the navigation pane of App Studio, click Channels.
3. Click Interaction Portal.

4. Expand Landing pages, and then click My Dashboard.
5. In the Edit landing page: My dashboard pane, in Region B, click Add.
6. In the search field, enter Knowledge Buddy.
7. Select the Knowledge Buddy checkbox, and then click Add.

8. In Region B, drag Knowledge Buddy to the first position
9. Click Save.

2 Update the configuration set

1. In the navigation pane of App Studio, click Settings > Configurations.
2. Locate Configuration set: Knowledge Buddy – Widget

3. In the Default Knowledge Buddy row, click Edit this setting.
4. In the Default value field, enter EnablementBuddy, and then click Submit.

5. In the lower-left corner of App Studio, click CSAppAdmin > Log off.

Confirm your work

1. In the instance for the challenge, click Pega Infinity™ to log in as Customer Service Representative:
   1. In the User name field, enter CSCSR
   2. In the Password field, enter password123!
2. On the right-hand side of the Interaction Portal, confirm that the Knowledge Buddy widget is displayed.
3. In the Ask your question here field, enter a question for Knowledge Buddy, and then click Ask.
4. Confirm that Knowledge Buddy answers the question.
   Note: After you click Ask, you may receive an error message that reads "An internal error occurred while fetching the results using data view. Please contact administrator." If this happens, refresh the browser window and ask the question once again.

 

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Available in the following mission:

• Pega Knowledge Buddy v2