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Using Pega Knowledge Guided Troubleshooters

Pega Knowledge Guided Troubleshooters dynamically diagnose common product or service issues. The authoring team can create multiple Guided Troubleshooters and related questions and actions that guide your customer or CSR through a series of diagnostic steps.

Pega Knowledge Guided Troubleshooters provide users with the following capabilities:

  • Access to guided troubleshooting from help sites and self-service portals
  • Ability to launch a service request from a troubleshooter through suggested actions
  • Ability to launch troubleshooters from the Pega Customer Service Interaction portal, including the ability to launch a service case directly from a Guided Troubleshooter

For more information, see Pega Knowledge troubleshooters in the Pega Knowledge User Guide.

To launch service cases from troubleshooters in Pega Knowledge help sites or web self-service applications, you must configure Pega Mashup in your Pega Customer Service application. With this configuration, you can launch required service cases and store the metadata that is required to use the selected service case. For more information, see Configuring Troubleshooters for Pega Customer Service in the Pega Knowledge Implementation Guide.

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