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Linking Knowledge content articles

Updated on March 25, 2020

You can link Pega Knowledge articles directly to service cases. These links serve as suggestions to customer service representatives for quick, contextual answers that expedite customer issue resolutions.

While linking articles for the first time, all the articles are copied to the rest of the flow actions in that service case. You can select different articles at each step or flow action of a service case.

Before you begin: To link or unlink an article, ensure you update the DialogCoachingTipRS property with any unlocked ruleset name.

Use the Interaction Portal for linking the articles to a flow action of a service case.

  1. Log in to the Interaction Portal as an operator with manager role credentials.
  2. Click New > Demo Screen Pops > Demo Pop to make a demo call.
  3. Open a task that you want to work on from the Add Task or Next best action menu, for example, Dispute Transaction.
  4. Click the Other actions icon > Configuration tools. The Configuration tools dialog opens.
  5. On the Knowledge Content tab, under Search articles to add field, search for articles by entering the article key word already created in Pega Knowledge. The search results are displayed.
  6. Select the desired article from the list and then click Save. The articles that are linked are displayed under the Suggested articles section.
    To unlink an article, click the Unlink article icon and then click Save.

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