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Creating articles

Updated on January 29, 2021

Create and publish articles in the Pega Knowledge application before configuring them for use in the Pega Customer Service application. To create and publish articles in the Pega Knowledge application, see Creating content in the Pega Knowledge User's Guide, available on the Pega Knowledge product page.

Pega Customer Service Implementation Guide Pega Customer Service Implementation Guide

Linking Knowledge articles to service cases

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 that you update the DialogCoachingTipRS property with an unlocked ruleset name that is created for saving articles, dialogs and coaching tips in the CSGeneralSettings data transform.

Use the Interaction Portal to link 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 the Search articles to add field, search for articles by entering the article keyword already created in Pega Knowledge. The search results are displayed.
  6. Select the article you want to link 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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