
The Knowledge articles widget
Customer Service Managers use the articles created in Pega Knowledge™ to suggest one or multiple articles to the CSR in a service Case. These suggested articles are displayed in the Knowledge articles widget in the Interaction Portal, which enables the CSR to promptly access relevant information without conducting time-consuming searches.
To suggest articles proactively, managers can link the article to an entire service Case or specific steps in the Case.
The Knowledge articles widget in the Interaction Portal
The Knowledge articles widget in the Utilities pane of the Interaction Portal enables CSRs to access knowledge content. CSRs can browse suggested articles, if configured for the Case, and perform searches for new articles. When suggested articles are configured for the current Case, the Knowledge articles widget uses the tab structure and displays a Suggested tab and a Search tab.
If you did not configure suggested articles, only the search fields are displayed to allow CSRs to search for relevant articles manually. During article searches, CSRs can apply filters to refine their search further and quickly find the desired information.
You can customize the Knowledge articles widget in the Interaction Portal to show or hide the header, icon, or title. Additionally, when viewing articles, you can show or hide the primary category and last published date.
Note: For more information about configuring these settings, see Configuring Pega Knowledge settings.
The following figure shows a list of published articles in the Knowledge articles widget:
Suggested Knowledge articles
Knowledge articles offer CSRs, email bots, and Pega Voice AI™ swift contextual solutions to assist in resolving customer issues during a service Case. These articles link directly to the service Case or specific steps in the service Case and are displayed as suggested articles in the Knowledge articles widget in the Interaction Portal.
When linked to a service Case type, the Knowledge articles widget displays the suggested article as soon as the case is launched by the CSR. When linked to a specific step in the Case, the widget displays the suggested article only when the CSR reaches that step, and on none of the other ones. The CSR can use the search function of the widget to locate knowledge articles as needed at any time during the interaction with the customer.
In the following figure, the widget contains a suggestion that helps CSRs to guide customers through moving a mortgage to U+ Bank:
Note: Linking or unlinking knowledge articles occurs in the Configuration Portal and requires an operator with the ConfigurationManager Access Group. For more information, see Linking Knowledge articles to service cases.
Knowledge Buddy
After you create and enable your buddy in Customer Service, you can ask questions directly within the KM component. This ensures you have easy, reliable access to knowledge contained within your database.
You can configure Knowledge Buddy to display references and disclaimers, enable CSRs to share responses and more.
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