Question
Pega Knowledge in Pega Customer Service application
Hi,
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***
getting "not authorized to access this page." message even when i login with my Cognizant corporate login which i never use to get.
Accepted Solution
Attached is a PDF version of the document you were looking for. Please note that this suggested content configuration approach is relevant to versions prior to Pega Knowledge 7.22.
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.
Hi,
I am looking to link knowledge content to case type and view the same content under SuggestedArticles list on click of help button in pega 7.4 version.
As part of configuration tool changes... updated ApplicationSetttings DT with open RuleSet. Do we need to do anyother configuration changes in order to link the KnowledgeContent to a casetype.
Thank you in advance..
Hi Sindhura,
Things you need to do when you want to Integrate Pega Knowledge with the Service Case is:
1. First, you need to create the Content(includes Title, Category, Content to display) of your own in the KMPortal.
2. Now Login with Manager credentials, Open the Service Case Configuration. In this Service Case Config>>KnowledgeContent>>.
3. Under KnowledgeContent tab, search and select the Content title that you have specified in KMPortal.
4. Select the Content title and Save it.
5. Now, Create the Interaction and now in the "Help" you can see the Content title you have specified.
Hope this is helpful.
The integration can be done using HelpSearchString, more details can be found in the below link
https://community.pega.com/knowledgebase/articles/configuring-suggested-content
though the document talks for 7.22 , it should work for 7.14 as well.
Regards
Sawant