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Supporting Agents with Help Content

This course is for business users who want to learn about how to provide customer service agents with help content in order to make agents more productive as they help customers.

In this module you will learn how to create help content using Pega Knowledge. The help content is available to all customer service agents and can be directly associated with a service case. This allows an agent to get help in context of how they are helping a customer resolve an issue. You will practice these topics in an exercise using a cloud-based system.

What you'll learn

By the end of this course, you will be able to successfully:

  • Create help content using Pega Knowledge
  • Associate help content with a service case

Course Outline

  1. Supporting agents with help content

    • Before you begin
    • Tell me about the publishing process
    • Show me how to create help content
    • Show me how to find help content
    • Let me create help content
    • Before you leave

Choose Your Format

Need help choosing the best format? Learn More.

  • Skill Level

    Beginner

  • Duration

    45 minutes

  • Platform Version

    8.2

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