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.
- Log in to the Pega Knowledge portal.
- 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.
- 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.
- Click Submit.