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Configuring dialogs and coaching tips

Updated on March 25, 2020

Dialogs and coaching tips help the customer service representative to provide the best possible experience for the customer.

Use the Interaction Portal for creating or modifying the dialogs and coaching tips.

Note: To create or modify a dialog or coaching tip, ensure that you update the DialogCoachingTipRS property with an unlocked ruleset name that is meant for saving dialogs and coaching tips in the CSGeneralSettings data transform. Note: Integration with the optional Pega Knowledge application enables Pega Customer Service to suggest contextual content to representatives in the context of the service processes that they are working on. For information about how to plan for Pega Knowledge integration, see Define the Pega Knowledge configuration.

You can configure dialogs and coaching tips with the following methods:

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