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Answer the “what comes next?” question with guided troubleshooting (8.1)

Updated on May 3, 2021

Most people prefer to solve issues on their own but are often challenged by the quality of online help available for self-service. With guided troubleshooting from Pega Knowledge, agents and customers can be visually prompted, step-by-step, with the actions necessary to troubleshoot and diagnose common issues.

Because your agents are already well versed in guiding customers, what if you could take their expertise and systematically share it with other agents and empower your customers directly through self-service applications?

Pega Knowledge’s troubleshooter does just that – it delivers contextual answers, content, and guidance for customers and agents via guided self-service to help improve overall time to resolution. The troubleshooter lets you develop this functionality through a visual editing tool that allows you to build rich, step-by-step guides. Each step can be augmented with images, videos, and links to additional documentation.

Self-service troubleshooter

Self-service troubleshooter

Troubleshooting guides can be added to your self-service knowledge base so that customers can access them on their own or the guides can be leveraged by agents when they are interacting with a customer. And if a customer starts a troubleshooter through the self-service application but does not complete it, the agent can see directly from the case where the customer left off and can either continue from the drop-off point or start over with the customer.

For more information, see the "Pega Knowledge Troubleshooters" chapter of the Pega Knowledge User Guide on the Pega Knowledge product page.

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