When a Pega Customer Service for Communications application user faces an issue with a product, they can log in to the customer portal and look for a possible solution using guided troubleshooting steps. In a troubleshooting case, the user selects a problem category that identifies the issue that they are trying to fix. For each problem category, there can be multiple problem areas that further define the problem, and each problem area can have multiple problem subareas.

Before you start creating the problem category, analyze the customer problem areas and sub-areas.

To define a problem category, problem area, and sub-area, complete the following steps.

1. Log in to Designer Studio as a manager.
2. Click Launch > Interaction portal.
3. In the left navigation panel, click Manager Tools.
4. In the Guided troubleshooting section, click Configure guided troubleshooting.
5. On the Guided troubleshooting configuration page, you can view the available problem item. To create a problem item/category, select the parent item and then click Add item.
6. In the text field, enter the problem item title.
7. To add a problem area or child item to the problem item category, select the problem item and then click Add child.
   1. Enter the title for the Problem area.
   2. To create a problem sub-area, select the problem area and then click Add child.
   3. Enter the title for the Problem sub-area.
   4. Select the Questionnaire for the Problem sub-area.
8. Click Save.
9. To upload an image for a problem item that is used in the self-service application, click the upload icon , select the image from your local system, and click Submit. The image displays next to the problem item title.
10. Click Save.