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Article

Jun 17, 2019

When chatting with customers, agents are generally quite adept at finding the phrases they use most frequently; however coming up with all the other phrases that are necessary to be effective can pose a challenge. When there are dozens or more categories and phrases to choose from, it is not…

Article

Jun 7, 2019

It is said that a picture is worth a thousand words. So being able to easily show your customers how to do something rather than tell them could be worth a thousand more. Because your agents cannot literally stand behind your customers to show them how to do something, give them the best tool to…

Article

Jun 7, 2019

Most people prefer to solve issues on their own but are often challenged by the quality of online help available for self-service. With guided troubleshooting from Pega Knowledge, agents and customers can be visually prompted, step-by-step, with the actions necessary to troubleshoot and diagnose…

Article

May 31, 2019

Pega implementations use third-party applications for a chat along with the Pega Customer Service application. In such scenarios, synchronizing data between applications is required to maintain proper application context. In many cases, customized and siloed APIs are used to synchronize customer…

Support Article

May 16, 2019

Summary In the Interaction Portal, the tab names are blank on a browser refresh. Error Messages Not Applicable Steps to Reproduce Launch the Interaction portal. Open two or more cases. Click browser Refresh. The tabs do not retain the tab names. Root Cause The Section does not have a dynamic layout…

Support Article

Apr 5, 2019

Summary A a visibility condition of Param.TaskStatus !="< ActionName >" is configured on the  pyCaseActionArea . In the perform harness, the action section does not display for a particular Action Name. Error occurs on clicking another flow action from the menu. This occurs after…

Article

Apr 1, 2019

Before upgrading any Pega Customer Relationship Management applications, you must review important information about product changes for each release. Some product changes require user action before upgrading to ensure a successful upgrade. This article summarizes the important information related…

Support Article

Mar 25, 2019

Summary A Pega Customer Service (CS) 7.2.2 is upgraded to Pega CS 8.1. In the pre-upgraded application, the CPMStartRecentContextSwitch activity is used. However, this activity is withdrawn in Pega CS 8.1. The requirement is for an alternative for the  CPMStartRecentContextSwitch activity. Error…

Support Article

Mar 21, 2019

Summary The Interaction portal content is compressed into a narrow area on the left side of the screen. This occurs post upgrade to Pega Customer Service 8.1. Error Messages   Not Applicable Steps to Reproduce   Launch the Web Interface Launch the Interaction portal Root Cause An issue in the…

Support Article

Feb 26, 2019

Summary Adding a reference to the Intent-When rule on the Criteria tab fails while creating a new Intent Task. Validation searches for the AssociatedClass field which is removed from the Pega Customer Service 7.4 release. Error Messages   This record has 1 error(s) in 1 place(s) . Intent— Intent…