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Suggested KM articles do not display before Intent task creation



Suggested articles display when an Intent task is created. However, prior to the creation of the Intent task, the Suggested articles do not display.

Error Messages

Not Applicable

Steps to Reproduce

  1. Click the New button and select Member Phone Call to create a new Research from the Interaction portal.
  2. Click the Tools icon.
  3. Navigate to Configuration Tools > Knowledge Content tab.
  4. Click the '?' icon next to the Logout button to view the Suggested articles.

Root Cause

Suggested content works only when a Service Case is open. It does not work when the user performs a search during the initial stages of an interaction.


An enhancement request, FDBK-67721, is created for consideration by Pega Product Management.
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Published June 16, 2020 - Updated December 2, 2021

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