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Challenge

Creating help content

3 Tasks

15 mins

Visible to all users
Beginner Pega Customer Service 8.6 English

Scenario

You have been asked to create content that assists a customer service representative (CSR) with the Dispute Transaction process. The goal of the content is to help a CSR determine the right reason for the transaction dispute.

To complete this challange:

Task 1:  As KMPublisher, go to the Knowledge Management portal to create new help content based on the following table.

Property

Value

Content Title

Working with Dispute Categories and Reasons

Content Abstract

This article provides guidance when choosing the appropriate dispute category and related reason.

Category

Customer Service > Retail Banking > Transactions

Content

Customers dispute charges or transactions for a variety of reasons. As an agent helping to resolve customers' issues, show empathy and listen closely to their reasoning in order to process disputes effectively and accurately. The most common dispute that customers report is unrecognized charges. However, after reviewing the charge details such as the merchant and the date of transaction, customers often remember the charge and do not dispute it. The system provides the most common Dispute Categories, each with associated Dispute Reasons. Choose the most appropriate Category and Dispute reason based on the customer’s explanation.

Tags

disputes

Task 2: As camanager, associate that content to the Dispute Transaction service case.

Use the following credentials to log in to the exercise system:

Role User name Password
Content creator/approver KMpublisher rules
Manager CAManager rules

Challenge Walkthrough

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

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

Detailed Tasks

1 Create content in the Knowledge Management portal

  1. Log in to the Pega Knowledge Portal with the operator ID KMPublisher and password rules.
  2. Click Create > Create Content. The Knowledge Content window is displayed.
  3. Enter the details based on the information in the following table:

Property

Value

Content Title

Working with Dispute Categories and Reasons

Content Abstract

This article provides guidance when choosing the appropriate dispute category and related reason.

Category

Customer Service > Retail Banking > Transactions

Content

Customers dispute charges or transactions for a variety of reasons. As an agent helping to resolve customers' issues, show empathy and listen closely to their reasoning in order to process disputes effectively and accurately. The most common dispute that customers report is unrecognized charges. However, after reviewing the charge details such as the merchant and the date of transaction, customers often remember the charge and do not dispute it. The system provides the most common Dispute Categories, each with associated Dispute Reasons. Choose the most appropriate Category and Dispute reason based on the customer’s explanation.

Tags

Disputes

(Click Add)

  1. Click Submit to save the content article.
  2. Click Approve to approve the content.
  3. Click Publish to publish the content.
  4. Log out of the Knowledge Management portal.

2 Link content to dispute transaction

  1. Log in to the Interaction portal with the operator ID camanager and password rules.
  2. Click New > Demo Screen Pops > Demo Pop - CONNOR and start a new interaction.
  3. Click Add Task,  and then double-click Dispute Transaction to start a dispute transaction service case.
  4. On the Dispute Transaction service case click the three vertical dots to access the Configuration Tools.
  5. On the Knowledge Content tab, in Search articles to add, enter: "disputes"
  6. Select the content article you created and click Save to complete the association.
  7. Click X to close the Configuration tools.
  8. Complete the Dispute Transaction service case by stepping through the case.
  9. Click Wrap Up and complete the interaction.

3 Verify your work

  1. Click New > Demo Screen Pops > Demo Pop - CONNOR and start a new interaction.
  2. Click Add Task, and then double-click Dispute Transaction to start a dispute transaction service case.
  3. On the right side of the application, click ? to display the help content.
  4. Observe that your article is listed under Suggested Articles.


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