Skip to main content
LinkedIn
Copied!

Table of Contents

Displaying knowledge articles for a service case

Version:

Only available versions of this content are shown in the dropdown

Customer service representatives (CSRs) can send the knowledge articles that appear as coaching tips while working in a specific case, to a live chat interaction with a customer.

To display knowledge articles for a specific service case during a chat interaction, perform the following steps

  1. Log in to the Interaction Portal.

  2. To open the service case to which you want to add a knowledge article, click Add Task.

  3. On the task, click the Coaching tip icon to view the coaching tip.

    The coaching tip appears with the associated KM article.
  4. To view the knowledge article, click the article link that appears in the coaching tip.

  5. The Knowledge base section appears with a list of articles in place of the live chat window.

  6. To suggest an article to the customer, click Links to feedback and suggest article icon, and then click Suggest article.

  7. In the Suggest content field, enter the name of the knowledge article that you want to suggest, and then click Submit.

  8. To push the article to the customer’s live chat window, click Push article link, and then click Send.The article appears in the live chat window.

    Accessing knowledge articles from a coaching tip
    Accessing knowledge articles from a coaching tip
Suggest Edit
Did you find this content helpful?

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.

Pega Community has detected you are using a browser which may prevent you from experiencing the site as intended. To improve your experience, please update your browser.

Close Deprecation Notice
Contact us