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Adding frequently asked questions and reference articles to problem categories

Suggest edit Updated on September 10, 2021

During a guided troubleshooting session in Pega Customer Service for Communications, users select a problem category that identifies the issue that they are trying to fix. The portal then presents a list of frequently asked questions (FAQs) that contain links to reference articles about that problem category that are defined in Pega Knowledge. For example, a user might select a problem category such as the Internet connection is not working, a device is not working, or about service connectivity issues.

To add frequently asked questions and reference articles to problem categories, complete the following steps.

  1. Log in to the Pega Knowledge portal.
  2. To create a troubleshooting article, click Create > Create Content. For more information about how to create articles, see the Pega Knowledge User Guide on the Pega Knowledge product page.
  3. To add frequently asked questions in the Knowledge Content section, click Tags and select the tags from the list that match the label (title) of the problem category, the problem areas, and the problem sub-areas. You can tag an article with multiple problem categories. These articles automatically appear in the frequently asked questions list for that problem category.
    For example, if your problem category field has a label of Smartphone, then add a Smartphone tag to the article.
  4. To add reference articles in the Knowledge Content section, click Tags and select the tags from the list that match the label (title) of the suggested action.
  5. Click Submit.

The tagged articles are listed automatically among the possible solutions that are available next to the troubleshooting steps. For example, if your suggested action is to Turn off Airplane Mode, then the Airplane Mode or Turn off Airplane Mode tagged articles are displayed.

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