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Linking Knowledge articles to service cases

4 Tasks

5 mins

Visible to: All users
Beginner Pega Customer Service '24.1 English

Scenario

You have been asked to create content that provides customers with guidance through the process of remortgaging with U+ Bank. The goal of the content is to help a customer apply to move their loan and receive support while doing so.

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

Role User name Password
KM Author KMAuthor password123!
KM Approver KMApprover password123!
KM Publisher KMPublisher password123!
Customer Service Manager CSManager password123!
Customer Service Representative CACSR password123!

Your assignment consists of the following tasks:

Task 1: Create a content draft

Create a new content draft, modifying the default attributes associated with a content type, and then submit the content to be approved.

Task 2: Approve the draft

Find the content in the Knowledge Content Approvals workbasket, verify the changes from Task 3, and then approve the content.

Task 3: Publish the approved content

Find the content in the Knowledge Content Publish workbasket, and then publish it.

Task 4: Add a suggested knowledge article

Find the content in the Knowledge Content Publish workbasket, and then publish it.

 

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

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

Challenge Walkthrough

Detailed Tasks

1 Create a content draft

  1. On the exercise system landing page, click Pega Infinity™ to log in as a KM Author:
    1. In the Username field, enter KMAuthor.
    2. In the Password field, enter password123!.
  2. In the header of Pega Knowledge, click Create > Create Content.
  3. In the Title field, provide the following title: Moving your mortgage to U+ Bank.
  4. In the Abstract field, provide the following summary of the article content: This article will take you through the steps necessary to move your home loan to U+ Bank.
  5. Provide the Content body:
    1. Using the rich text editor, add the sentence Complete the following steps to move your home loan to U+ Bank:
    2. Add the following text:
  • Step 1: Go to the Loans section on the U+ Bank website and compare our rates with your current rates.
  • Step 2: Click Apply now, and then provide information about you and your mortgage.
  • Step 3: Build the perfect mortgage based on what is important to you.
  • Step 4: Complete the process to apply online or get advice by phone or in one of our branches.
  1. Add a link to another article:
    1. Exit the list, then add the sentence For more information, see:.
    2. Click Article references.
      Content editor  adding article references
    3. In the Article references dialog box, expand the category list, and then select Retail Banking from the list.
    4. Find the Transferring accounts from other financial institutions article on the list, then click it to add the reference to the content.
  2. In the Categories section, under No category selected, click + Add category.
    1. Click the + next to Customer Service to expand the category.
    2. Select Retail Banking from the list.
  3. Under Schedule settings, from the Expire on list select At selected time then use the calendar to select a date three months in the future.
  4. Select Schedule review, then ensure that 3 months is selected in the list.
  5. Under Display settings, select the Show version number on content checkbox.
  6. Click Save below the Content body, then click Submit to route the content for approval.
  7. In the top right corner, click KMAuthor > Log out.

2 Approve the draft

  1. On the exercise system landing page, click Pega Infinity™ to log in as a KM Approver:
    1. In the Username field, enter KMApprover.
    2. In the Password field, enter password123!.
  2. In the navigation pane of Pega Knowledge, click Work > Workbaskets.
  3. From the Select a workbasket dropdown list, select Knowledge Content – Approvals.
  4. Click the Moving your mortgage to U+ Bank content created in Task 1 of this challenge to open it.
  5. At the top right of the screen, click Approve to route the article to the Knowledge Content – Publish workbasket.
    Note: The article status is now Pending-Publish.
  1. In the top right corner, click KMApprover > Log out.

3 Publish the approved content

  1. On the exercise system landing page, click Pega Infinity™ to log in as a KM Publisher:
    1. In the Username field, enter KMPublisher.
    2. In the Password field, enter password123!.
  2. In the Knowledge Portal, from the left menu, click Work > Workbaskets.
  3. From the Select a workbasket list, select Knowledge Content – Publish.
  4. Click the Moving your mortgage to U+ Bank content approved in Task two to open it.
  5. At the top right of the screen, click Publish.
    Note: The article status is now Resolved-Published.
  1. In the top right corner, click KMPublisher > Log out.

4 Configure the suggested knowledge article

  1. On the exercise system landing page, click Pega Infinity™ to log in as a CS Manager:
    1. In the Username field, enter CSManager.
    2. In the Password field, enter password123!.
  2. In the navigation pane of App Studio, click Configuration.
    Note: This will launch a new browser window for the Configuration manager portal. Use the same credentials CSManager and password123! to log in.
  1. In the navigation pane of Configuration Manager, click Manage knowledge articles.
  2. Click Create.
  3. In the Create knowledge article suggestion dialog box, from the Case type dropdown list, select Address change.
  4. To the right of Entire case, click GO.
  5. Click Link Knowledge article.
  6. In the Link Knowledge article dialog box, search for Moving your mortgage to U+ Bank, then click the checkbox to the left of the article title.
  7. Click Submit.
    image shows the Link knowledge article dialog box
  8. Click save.
  9. Click Publish, then Submit.

The suggested articles will be visible in the Knowledge article widget in the Interaction Portal the next time you launch the case.

  1. In the bottom left corner, click CSManager > Log out.
    Note: Ensure you have closed the browser window that was opened during step two of the current task, then in the bottom left corner click CSManager > Log out before you attempt to log in as CSCSR for the Confirm your work section of this challenge.

Confirm your work

  1. On the exercise system landing page, click Pega Infinity™ to log in as a Customer Service Representative:
    1. In the Username field, enter CSCSR.
    2. In the Password field, enter password123!.
  2. Click Create > Demo Pop: Steve Smith, Verified.
  3. Click Accept.
  4. Click Add case > Address change.
  5. On the right side of the application, click Expand to display the Utilities panel.
  6. Confirm that the article Moving your mortgage to U+ Bank appears on the suggested articles list.


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