Pega Knowledge capabilities
Pega Knowledge provides a rich set of features to enhance your CSRs and customer experience. This section describes some key capabilities that are most relevant to Customer Service. For more information on the full capabilities of Pega Knowledge, see the Pega Knowledge Product Overview on the Pega Knowledge product page.
Suggesting articles for service cases
Managers can use the configuration tools available in Pega Customer Service to proactively suggest one or more articles that are displayed to CSRs while assisting customers with a service case.
When CSRs require information or answers to assist with a customer’s inquiry, managers can suggest articles so that CSRs do not spend time searching for information. The pre-integration of Pega Knowledge with Pega Customer Service allows managers to link contextual articles with service cases that are proactively suggested to CSRs when they are working within a service case. This feature ensures that CSRs have access to the correct information when they need it during a service case.
For more information, see Linking articles to service cases.
Creating Knowledge content for coaching tips
Some interactions with customers require guidance on how they are handled by CSRs. Managers can use coaching tips to provide explicit guidance to CSRs that complement the dialog. Coaching tips can be used to remind CSRs of certain information, or to reinforce soft skills such as recommended tone of voice and empathy for the customer. They can also be used to inform agents of new processes, service cases, or changes to existing service cases.
Managers can create and edit coaching tips using the Configuration Tools. If the guidance requires more detail than a short snippet-length coaching tip, managers can attach a knowledge article to the coaching tip. If the guidance is urgent enough to alert specific groups or individual CSRs to its availability, managers can configure the coaching tip to appear as an alert for selected CSRs or workgroups in the Messaging & coaching widget.
For more information, see Associating a coaching tip with a knowledge article.
Filtering search results
Pega Knowledge provides advanced search result filtering options to help narrow search results for CSRs in the Interaction portal.
CSRs can select search result filtering by taxonomy categories, article titles, article body, community post title, and community post body. Available categories displayed in the filtering options are related to the search string to further assist you in filtering your search results to quickly narrow and find the results you want.
Diagnosing issues using Guided Troubleshooting
Pega Knowledge Troubleshooters provide dynamic diagnostics capabilities to help diagnose common product or service issues. Authors can create multiple troubleshooters and related questions and actions that are designed to guide your customer or CSR through a series of diagnostic steps, for example, guiding a customer through troubleshooting hardware connectivity issues.
Once you create and configure troubleshooters, they are available to CSRs as service cases and can help guide customers through diagnostics to resolve their issue. You can add different types of questions based on the expected responses from customers. Troubleshooter questions can also be configured as actions and also launch other troubleshooters to support complex diagnostic scenarios. The guided troubleshooting cases can be exposed through the Pega Web Mashup in web self-service applications and can be launched by CSRs in the Pega Customer Service Interaction portal.
Create and configure troubleshooters in the Pega Knowledge application. For more information, see Pega Knowledge Troubleshooters in the Pega Knowledge User's Guide, available on the Pega Knowledge product page.
Answering customer questions through Knowledge community posts
Pega Knowledge communities allow your customers, partners, and employees to explore and discuss solutions to common questions and issues. Community members can use the expertise of their and your business experts to openly collaborate and find answers in a moderated forum.
Once you create and publish a community site, CSRs can view a summary of the most recent community posts by a customer, view all the customer’s posts, open a full discussion thread to see an entire conversation for full context, and mark an answer as Best answer if appropriate. Best answers are routed as knowledge content candidates, allowing your organization to harvest the vast knowledge of the community.
Create and publish a community site from the Pega Knowledge application. For more information, see Community site management in the Pega Knowledge Implementation Guide, available on the Pega Knowledge product page.