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.
- To enable the knowledge articles/discussion option, see Enabling Augmented Agent components.
- To select the help categories that appear during a live chat, see Configuring Pega Knowledge help categories in the web chatbot.
- To configure knowledge articles for a service case, see Define the Pega Knowledge configuration and Configure Knowledge articles.
- To configure the coaching tip and associate the tip with knowledge articles, see Associating a coaching tip with a knowledge article.