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This content has been archived and is no longer being updated.

Links may not function; however, this content may be relevant to outdated versions of the product.

Creating a category, problem area, and problem sub-area

Updated on September 10, 2021

When a Pega Customer Service for Communications application user faces an issue with a product, they can log in to the customer portal and look for a possible solution by using guided troubleshooting steps. In a troubleshooting case, the user selects a problem category that identifies the issue that they are trying to fix. For each problem category, there can be multiple problem areas that further define the problem, and each problem area can have multiple problem subareas.

Before you start creating the problem category, analyze the customer problem areas and subareas.

  1. Log in to Designer Studio as a manager.
  2. Click Launch > Interaction portal.
  3. In the left navigation panel, click Manager Tools.
  4. In the Guided troubleshooting section, click Configure guided troubleshooting.
  5. On the Guided troubleshooting configuration page, you can view the available problem items in the Problem category column. To create a problem item/category, select the parent item and click Add category.
  6. In the Problem category name field, enter the problem item title.
  7. To add a problem area to the problem category item, select the problem item and click Add problem area.
    1. Enter the title for the Problem area and click Submit.
    2. Select the problem area and click Add problem sub area.
    3. Enter the title for the Problem sub-area.
    4. Select the Questionnaire for the Problem sub-area and click Submit.
  8. Click Save.
  9. To upload an image for a problem item that is used in the self-service application, click the Upload icon, select the image from your local system, and click Submit. The image displays next to the problem item title.
  10. Click Save.
  • Previous topic Configuring cases for suggested actions
  • Next topic Legacy Customer Service for Communications design patterns

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