Posted: 18 Oct 2018 10:36 EDT Last activity: 2 Nov 2018 9:16 EDT
What happens after "Suggest article"?
In Pega Knowledge there's a button that states "Suggest Article". This button is available to both the CSR and the Manager but it has 2 different behaviors. While for the CSR it opens a text box where he can freely write his suggestion, for the Manager it opens a structure similar to the one seen during the creation of a new content in the Knowledge Management application.
The question is - after the user clicks on "Submit" what happens to this content? Is it visible in any approval flow? Does it go to some workbasket?
Please refer to the attached screenshots for further details.