Pega Knowledge is a centralized solution that helps provide quick, accurate, and consistent answers to customer questions. Using knowledge articles and community discussions, customers and CSRs can find answers to questions, which your company can manage centrally. You no longer have to rely on institutional knowledge that can leave whenever an employee does or be stuck delivering inconsistent answers depending on channel, time, or location.
Pega Knowledge solves these problems and provides you with all of the following features:
- Deliver answers quickly
- Provide answers to customers quickly, whether a customer is searching for answers on their own or a customer service representative (CSR) is helping a customer find an answer through a knowledge repository or a customer community.
- Improve answer consistency & quality
- Ensure that answers provided to customers are accurate and consistent regardless of channel.
- Increase customer engagement
- Give your customers a chance to add recommendations and become advocates for your company.
- Centralize Information
- Reduce time spent handling multiple edits and searching for answers with combined information in a centralized location.
- Help customers diagnose product or service issues
- Create visually-engaging troubleshooting flows to guide customers and CSR's through diagnostic steps to resolve issues.
- Set up the solution quickly
- Use Pega Knowledge out of the box to get your knowledge and community solutions to market quickly.
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