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Guided troubleshooting for Pega Customer Service for Communications 7.22

Updated on January 24, 2018

Pega Customer Service for Communications provides a guided troubleshooting service case so users can access support articles related for 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 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 can present 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 to problem categories

Adding reference articles to problem categories

Adding a guided troubleshooting questionnaire

Configuring suggestions

Configuring cases for suggested actions

Advanced settings

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