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Self-Service Advisor

Self-Service Advisor combines features of Pega Knowledge, Self-Service cases, Pega Chat, Co-Browse, and Customer Decision Hub (CDH) to provide contextual, inline help to customers during an online interaction. While the Pega Customer Service application helps you to resolve issues with your customer online, Self-Service Advisor focuses on helping the customer answer their own questions before they try a chat or phone conversation.

As a business user, you can build one consolidated set of Self-Service Advisors or multiple distinct advisors based on your business needs by using the Self Service Advisor Configuration Portal. You can select categories that are inherited from Pega Knowledge and specify channels to display, and also configure the look, feel and behavior of the advisor. The resulting fully configured advisor is then generated and the JavaScript can be given to a web developer responsible for deploying it to the target website.

To use Self-Service Advisor, you must complete the following tasks:

Prerequisites

Before you start configuring your Self-Service Advisor, you must first complete the following setup tasks:

Configure the Self-Service Advisor

Use the Self-Service Advisor configuration portal to configure distinct advisors based on your business requirements.

Deploy the advisor on your website

After you configure the advisor based on your business needs, you must deploy the feature on a supported web server that you choose to host. See Deploying Self-Service Advisor on your website.

Published August 23, 2017 — Updated November 27, 2017


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