Pega Customer Service for Communications provides a guided troubleshooting service case that helps users to access support articles related to a selected problem or fix a problem by responding to a series of troubleshooting questions and suggested actions. For each problem category, there can be multiple problem areas that further define the problem, and each problem area can have multiple problem sub-areas. The troubleshooting questions vary based on the selected category, problem area, and sub-area.

During a guided troubleshooting session, if a user cannot resolve a problem by reviewing knowledge articles, then the application displays one or more troubleshooting questions. A troubleshooting question can include a suggestion to help the user to fix the problem and can include an image, video, or text file to illustrate the question.

To configure your guided troubleshooting components, complete the following procedures.

• Creating a category, problem area, and problem sub-area
• Adding frequently asked questions and reference articles to problem categories
• Adding a guided troubleshooting questionnaire
• Configuring suggestions
• Configuring cases for suggested actions
• Advanced settings