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: