Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

This content has been archived and is no longer being updated.

Links may not function; however, this content may be relevant to outdated versions of the product.

Adding frequently asked questions to problem categories in Pega Customer Service for Communications 7.22

Updated on January 24, 2018

During a guided troubleshooting session in Pega Customer Service for Communications, users select a problem category that identifies the issue that they are trying to fix. The portal then presents a list of frequently asked questions (FAQs) that contains links to articles about that problem category which are defined in Pega Knowledge. For example, a user might select problem categories such as the Internet connection is not working, a device is not working, or about service connectivity issues.

To add frequently asked questions to problem categories, complete the following steps.

  1. Log in to the Pega Knowledge portal.
  2. To create a troubleshooting article, click Create > Create Content. For more information about how to create articles, see the Pega Knowledge User Guide on the Pega Knowledge product page.
  3. In the Knowledge Content section, click Tags and select the tags from the list that match the label (title) of the problem category, the problem areas, and the problem sub-areas. You can tag an article with multiple problem categories. These articles automatically appear in the frequently asked questions list for that problem category.
    For example, if your problem category field has a label of Smartphone, then add Smartphone as a tag to the article.
  4. Click Submit.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us