Posted: 3 Aug 2018 10:01 EDT Last activity: 14 Sep 2018 2:35 EDT
Self-Service Advisor documentation?
Using Pega Customer Service 7.4, is anyone aware of any documentation that exists for configuring the Self-Service Advisor? I've already found and run through the 'Articles' (https://community.pega.com/knowledgebase/articles/self-service-advisor) but they seem like they aren't very deep and basically describe what is already self explanatory. I'm looking for something like a description of where to generate the items in a picklist in the SSA rather than a line telling me to select an item from that picklist.
Or if anyone out there is well versed in the Self-Service Advisor configuration that may be able to answer a couple of minor questions about where things in the SSA Configuration Portal come from, let me know!
***Edited by Moderator Marissa to update platform capability tags***
Hi Jonathan, I can answer any Self-Service Advisor questions you have. Which particular pick list were you referring to ? If it's the Cases, those are picked from the list in the "Cases and Data" tab of your Self-Service Advisor Application record. Hit me with any other questions you have ..
Thanks Amit - yes, these are the types of questions I have. The pick list for Cases only lists: "Dispute a charge", "Feedback", "Local offer advisor", "Pay Bill", and "Update Profile". I have looked in the Cases and Data tab for the out of the box Self-Service Advisor application and see similar items so that seems relevant. No matter what I use for my application URL in the Self Service Advisor Configuration, these options do not change (and don't seem to reflect that application's Cases and Data options). I've tried creating new Self Service Advisor applications, but the Configuration Portal always has the same options, nothing that looks like the applications I've just created. I apologize for what seems to be a basic/simple question and am very appreciative of your offer to help!
This list is coming from the list of Intent Tasks in the Application, not Cases and Data Tab. If you have a new application with an open ruleset, copy the Intent Task rule for whatever processes you want available. OOTB, they are in the PegaCS-GuideCases ruleset. You can copy them to any of them, the report is only looking for the current application context.