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