Skip to main content

         This documentation site is for previous versions. Visit our new documentation site for current releases.      

Configuring Knowledge Management articles in Pega Customer Service Chat

Updated on July 14, 2020

Knowledge articles provide relevant content to the CSR while working on a case. These articles avoid the need to perform time-consuming searches and provide necessary information to the CSR.

Before you begin: To use this option, create knowledge articles in the Knowledge Portal. Import the KMSampleData.jar into Dev Studio to access the knowledge articles that you create. Configure the articles when you configure the web chatbot.
  1. To enable the knowledge articles/discussion option, see Enabling Augmented Agent components.
  2. To select the help categories that appear during a live chat, see Configuring Pega Knowledge help categories in the web chatbot.
  3. To configure knowledge articles for a service case, see Define the Pega Knowledge configuration and Configure Knowledge articles.
  4. To configure the coaching tip and associate the tip with knowledge articles, see Associating a coaching tip with a knowledge article.

Have a question? Get answers now.

Visit the Support Center to ask questions, engage in discussions, share ideas, and help others.

Did you find this content helpful?

Want to help us improve this content?

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us