During a guided troubleshooting session in Pega Customer Service for Communications, a user can select a problem category that identifies the issue that they are trying to fix. Configured reference articles for the problem category are then displayed in the suggested actions of the Interaction portal.
To add reference articles to a problem category, 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 suggested action.
- Click Submit.
These tagged articles are listed automatically among the possible solutions that are available next to the troubleshooting steps.
For example, if your suggested action is to Turn off Airplane Mode, then the Airplane Mode or Turn off Airplane Mode tagged articles are displayed.