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 Vikrant Singh (VikrantS5581)
Nasco

Nasco
CA
VikrantS5581 Member since 2018 1 post
Nasco
Posted: February 18, 2019
Last activity: March 18, 2019
Posted: 18 Feb 2019 11:50 EST
Last activity: 18 Mar 2019 11:15 EDT
Closed

Pega Knowledge- Archived Articles Access for an Agent

We have a business use case where a claims agent processing an older claim might want access to an older version of an article. Since in interaction portal only the latest published version is available, how can we handle this use case? Please advice.

Pega Customer Service Pega Knowledge
Moderation Team has archived post, This thread is closed to future replies. Content and links will no longer be updated. If you have the same/similar Question, please write a new Question.
Posted: 2 years ago
Posted: 18 Mar 2019 11:15 EDT
Scott Kennedy (ScottKennedy)
PEGA
Senior Product Manager, CRM
Pegasystems Inc.
US

When KM articles are viewed by a CSR during an interaction or case in Pega Customer Service, viewing that interaction during an historical review will allow the user to view the specific version of the article that was used/viewed during the original interaction, regardless if the master article has been updated since the interaction.



  

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