Adding Knowledge Buddy to the Knowledge Management widget in the Interaction Portal

2 Tasks

5 mins

Visible to: All users Applies to: Pega Customer Service '24.1

Beginner

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.

Note: This challenge focuses on the process for adding the Knowledge Buddy widget to a Constellation application.

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

Challenge Walkthrough

Detailed Tasks

1 Add the Knowledge Buddy widget to the Interaction Portal

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!
In the header of App Studio, click Switch Studio > Dev Studio.
In the header of Dev Studio, click Application > Channels and interfaces.
In the Current channels and interfaces section, click Interaction Portal.
Expand Landing pages, and then click My Dashboard.
In the Edit landing page: My dashboard pane, in Region B, click Add.
In the search field, enter Knowledge Buddy.
Select the Knowledge Buddy checkbox, and then click Add.
In Region B, drag Knowledge Buddy to the first position
Click Save.