Posted: 18 Feb 2019 11:50 EST Last activity: 18 Mar 2019 11:15 EDT
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.
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.