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