Skip to main content

Guided troubleshooting for Pega Customer Service for Communications

Suggest edit Updated on June 30, 2020

Pega Customer Service for Communications provides a guided troubleshooting service case that helps users to access support articles related to a selected problem or fix a problem by responding to a series of troubleshooting questions and suggested actions. For each problem category, there can be multiple problem areas that further define the problem, and each problem area can have multiple problem sub-areas. The troubleshooting questions vary based on the selected category, problem area, and sub-area.

During a guided troubleshooting session, if a user cannot resolve a problem by reviewing knowledge articles, then the application displays one or more troubleshooting questions. A troubleshooting question can include a suggestion to help the user to fix the problem and can include an image, video, or text file to illustrate the question.

To configure your guided troubleshooting components, complete the following procedures.

Did you find this content helpful? YesNo

Have a question? Get answers now.

Visit the Collaboration Center to ask questions, engage in discussions, share ideas, and help others.

Ready to crush complexity?

Experience the benefits of Pega Community when you log in.

We'd prefer it if you saw us at our best. is not optimized for Internet Explorer. For the optimal experience, please use:

Close Deprecation Notice
Contact us