Creating help content

4 Tasks

20 mins

Pega Customer Service 8.8

Pega Customer Service 8.7 Pega Customer Service 8.6 (English) Pega Customer Service 8.6 (Français) Pega Customer Service 8.5 Pega Customer Service 8.4

Visible to: All users

Beginner Pega Customer Service 8.8 Pega Knowledge 8.8 English

Scenario

You are asked to create content in the Pega Knowledge application to assist a CSR with the Dispute Transaction process. The goal of the content is to help a CSR determine the correct reason for the transaction dispute.

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

Role	User name	Password
Content creator	KMAuthor	password123!
Content approver	KMApprover	password123!
Content publisher	KMpublisher	password123!
Manager	CAManager	password123!

Your assignment consists of the following tasks:

Task 1: Create content in the Knowledge Management portal

As KMAuthor, log in to the Knowledge Management portal, and then create new content 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

Task 2: Approve content

As KMApprover, review and approve the new article.

Task 3: Publish content

As KMPublisher, publish the approved article.

Task 4: Link content to dispute transaction

As camanager, go to the interaction portal, start a Dispute Transaction service case and associate the created content to the case.

 

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 Create content in the Knowledge Management portal

1. In the Pega Instance for the challenge, enter the following credentials:
   1. In the User name field, enter: KMAuthor
   2. In the Password field, enter: password123!
2. In the header, click Create> Create content to display the Knowledge Content window.
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.

4. In the Schedule settings, keep the default settings: Publication is set to Upon approval and Expires is set to Never.
5. In the Tags section, enter dispute, and then click Add.
6. Click Submit to save the content article.
   The content is assigned to the Approve Content stage.
7. In the upper-right corner of Pega Knowledge, click KMPublisher > Log off to log out of the portal.

2 Approve content

1. In the Pega Instance for the challenge, enter the following credentials::
   1. In the User name field, enter: KMApprover
   2. In the Password field, enter: password123!
2. In the navigation pane of Pega Knowledge, click Work > Workbaskets to open the Workbaskets window.
3. In the Select a workbasket list, select Knowledge Content-Approvals. The window displays the Working with Dispute Categories and Reasons content.
4. Click the title to select the draft, then click Approve to approve the content.
   The system assigns the content to the Publish Content stage.
5. In the upper-right corner of Pega Knowledge, click KMApprover > Log off to log out of the portal

3 Publish content

1. In the Pega Instance for the challenge, enter the following credentials:
   1. In the User name field, enter: KMPublisher
   2. In the Password field, enter: password123!
2. In the navigation pane of Pega Knowledge, click Work > Workbaskets to display the Workbaskets window.
3. In the Select a workbasket list, select Knowledge Content-Publish.
   The window displays the Working with Dispute Categories and Reasons content.
4. Click the title to select the approved content, and then click Publish to publish the content.
5. In the upper-right corner of Pega Knowledge, click KMPublisher > Log off to log out of the portal.

4 Link content to Dispute Transaction

1. In the Pega Instance for the challenge, enter the following credentials:
   1. In the User name field, enter: camanager
   2. In the Password field, enter: password123!
2. click New > Demo Screen Pops > Demo Pop - CONNOR and begin a new interaction.
3. Click Add Task, and then double-click Dispute Transaction to begin a dispute transaction service case.
4. On the Dispute Transaction service case, click More > Configuration tools.
5. In the Configuration tools dialog box, on the Knowledge Content tab, and then, in the search field, enter disputes.
   Note: If you see an error saying that you do not have access, close the Configuration tools dialog box, and reopen it.

6. Select the Working with Dispute Categories and Reasons checkbox, and then click Save to complete the association.
7. Close the Configuration tools dialog box.
8. In the navigation pane of Customer Service, click Wrap Up, and then in the Wrap Up section, click Submit to complete the interaction.

Confirm your work

1. In the navigation pane of Pega Customer Service, click New > Demo Screen Pops > Demo Pop - CONNOR and begin a new interaction.
2. Click Add Task, and then double-click Dispute Transaction to begin a dispute transaction service case.
3. On the right side of the application, click ? to display the help content.
4. Confirm that your article is listed in the Suggested Articles section.

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Available in the following mission:

• Pega Customer Service Foundation v5