Pega Knowledge Troubleshooters

This video introduces Pega Knowledge Troubleshooter concepts. The video describes what a troubleshooter is, why you would use one, and the components of a troubleshooter.

Sara Connor is having trouble with her cable service. Her first choice is to go to the UComms website and see if there is any guidance available. Sara finds a section on the site with links to troubleshooters. A troubleshooter is a software wizard that helps diagnose a common product or service issue.

Sara starts a troubleshooter, which guides her through a series of questions and actions designed to isolate the problem. As she answers the questions, she either solves her issue or needs to request additional help from a customer service representative, or CSR.

If Sara requires help from a CSR, the CSR can see where she left off in the troubleshooter and can use that as a starting point.

Troubleshooters consist of a set of questions that are defined in a hierarchical order. In Pega Knowledge, there are four questions types to choose from. The first question type is the radio button. Radio button questions let you ask a question and provide a list of choices from which the user selects.

The second type of question is the Textbox question, which lets you ask a question and display a text box where the user can enter a response. This question type can be used to gather information in the final step of a troubleshooter question sequence.

The third type of question is the Answer/Information question. Answer/Information questions provide a rich text editor that lets you add text, images, and video as a response to a question.

The Answer/Information question type also lets you mark a question as resolved by selecting the Mark as resolution step check box, which determines if the troubleshooter has resolved the issue. This feature sets a flag to True if the issue is successfully resolved or False if it is not resolved.

The final question type, the Launch a troubleshooter option, lets you enter a question that launches another troubleshooter to support complex diagnostic scenarios.

With any of the question types, you can add a link to an article from a knowledge category. Articles and attachments are shown in the Related articles and attachments section. You can also add a Suggested action, which displays a link to a service case.

Questions can be saved to the Question Repository, which allows questions to be reused in other troubleshooters.

You can arrange the question order in the Reorder questions tab.

Troubleshooter authors can see the troubleshooter structure in a graphic view, which assists with reviewing the question hierarchy and showing where other troubleshooters are launched.