Configure Pega Knowledge articles to suggest the relevant content to customer service representatives while working on a specific service case. This saves the time of customer service representative by providing the necessary answers and information without requiring a time-consuming search.

Before you begin: You must create and publish articles in the Pega Knowledge application before linking them to the service requests using the Configuration Tools capability in the Interaction Portal. Log in as Manager to link the articles. For more information, see Linking knowledge content articles. To configure the behavior of knowledge articles in Pega Customer Service, see Configure knowledge management settings.