Posted: 27 Jul 2018 16:54 EDT Last activity: 1 Dec 2018 23:54 EST
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***
Hi ScottKennedy, thanks for sharing doc which clearly states configurations required to invoke KM search io CS framework.
Just have one more clarification, in CS FW interaction and SR workflow, where is the right UI placeholder to put this "KMSuggestedContent" control. Is it up to us to put in application UI screens or there dedicated UI placeholder (like Dialog, Coaching tips).
got the answer when i was review OOB code, i see in CPM flows we have help button which reference "CPMKnowledgeContentHelpDisplay" activity. We should be using this module to display knowledge content.