Skip to main content

Linking Knowledge articles to service cases

4 Tasks

5 mins

 Visible to: All users Applies to: Pega Customer Service '26, Pega Knowledge '26
Beginner
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 CSCSR 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 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: Configure the suggested knowledge article

As a CS Manager, link the knowledge article to the Address change service case.

 

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 navigation pane of Pega Knowledge, click Create > Create Content.
  3. In the Title field, provide the following title: Move your mortgage to U+ Bank.
  4. In the Content type list, ensure that Authored is selected, then click Submit.
  5. In the Categories list, select Customer Service and Retail Banking.
  6. 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.
  7. 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.
create content window
  1. Add a related article:
    1. Expand the Utilities panel.
    2. In the Related articles widget, click Add new related article.
    3. In the Select related articles list find the Transferring accounts from other financial institutions article, then select it.
    4. Click Submit.
  2. Click Submit to proceed to Advanced settings.
  3. Under Schedule settings, in the Expire date list select At selected date then use the calendar to select a date three months in the future.
  4. Click Submit.
  5. In the top right corner, click KMAuthor > Log off.

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. Click My Work queues.
  3. Click the title of the Move your mortgage to U+ Bank content created in Task 1 of this challenge to open it.
  4. In the Content approval section, ensure that Approve is selected.
  5. Click Submit.
    content approval
    Note: The article status is now Pending-Publish.
  1. In the top right corner, click KMApprover > Log off.

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. Click My Work queues.
  3. Click the title of the Move your mortgage to U+ Bank content created in Task 1 of this challenge to open it.
  4. In the Content publication section, ensure that Publish is selected.
  5. Click Submit.
    Note: The article status is now Resolved-Published.
  1. In the top right corner, click KMPublisher > Log off.

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!.
Note: When you log in as CS Manager, you might receive the following error message:You do not have access to the application with alias 'KM26'. In this situation, close the browser window, and then on the exercise system landing page, click Pega Infinity™ and log in as CS Manager once again.
  1. In the navigation pane of the interaction portal, 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 Move your mortgage to U+ Bank, then click the checkbox to the left of the article title.
  7. Click Submit.
    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 off.
    Note: Ensure you have closed the browser window that was opened during step two of the current task, then in the upper right corner click CSManager > Log off before you attempt to log in as CSCSR for the Confirm your work section of this challenge.

Available in the following mission:

Return to mission
If you are having problems with your training, please review the Pega Academy Support FAQs.

Did you find this content helpful?

Yes
No

Want to help us improve this content?
Suggest an edit

We'd prefer it if you saw us at our best.

Pega Academy has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice