MGR007 Member since 2008 54 posts
Incessant Technologies
Posted: 2 years ago
Last activity: 1 year 10 months ago

Pega Knowledge in Pega Customer Service application

We use Pega CS FW (7.1.4) for call Center application, as part of call CSP may need to refer some knowledge articles. I went to Pega Knowledge FW implimentation guide, there they wont speak about steps to integrated to CS FW. In CS FW Implimentation guide, they say we can use Knowledge Mgmt FW and refer it;s guide. So i didnt find any useful video or screen shorts how to integrated with CS application and how the user experience looks like.

Is this work similar to CS FW dialg and Coaching tip configuration for each flow action ? or something else .. no idea.

Please suggest some Article about this, if possible any available short video on this will help.

***Edited by Moderator Marissa to update platform capability tags***

Pega Customer Service Pega Knowledge
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