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Pega Knowledge is a standalone application that is integrated with Pega Customer Service and it provides a solution to find content for business needs. Users can search for knowledge content, and data by the following concepts:

  • Search the content based on tags
  • Link Pega Knowledge articles to service cases

Search the content based on tags

CSR or CSR manager can find content in the interaction portal at any time. Click the knowledge management question mark icon. The Knowledge Management page is displayed.

Knowledge management

When you search for the content, the tags are also searched and the relevant search information is displayed. Enter a tag name or select the available tag to have a more effective search for finding the content.

Let us assume that you want to search based on the tag network then the relevant search information is displayed in the interaction portal.

Content search

Link Pega Knowledge articles to service cases

You can link Pega Knowledge articles to service cases. These links serve as suggestions to CSR to resolve the customer issues. Use the interaction portal for linking the articles to a flow action of a service case.

Note: Suggested articles are context sensitive to the step in the case being processed.

In the interaction portal open a Demo Pop to make a demo call. Open a task that you want to work on from the Add Task for a dispute transaction.

Click the Other actions > Configuration tools. The Configuration tools dialog appears. On the Knowledge content tab, under Search articles to add field, search for articles by entering the Pega Knowledge keywords. The search results are displayed.

Configuration tools

Select the desired article from the list and then click Save. The articles that are linked are displayed under the Suggested articles section.

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