How to link Pega Knowledge articles to specific cases in Constellation

General
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Hi all,

We are looking for details on how to link Pega Knowledge articles to specific Service cases in Pega Customer Service 24.1.3 (Constellation). For example, we would like certain articles related to File a complaint to appear only for that particular case once it is opened.

Do you know if this is possible in this version? We have found documentation for Traditional UI however Constellation specific documentation is limited.

Any help or guidance would be really appreciated.

Regards,

Nicole

2

Hi Nicole:

Yes, linking knowledge articles to service cases is supported in Customer Service Constellation. There is a Configuration link in the interaction portal for users with the ConfigurationManager Access Group to restrict access to the Configuration portal to privileged users (e.g. Managers, Team leads, etc.). The documentation can be found here:

https://docs.pega.com/bundle/customer-service-241/page/customer-service/constellation-implementation/knowledge/manage-km-articles.html

Note that you may need to log into the Configuration Manager portal the first time it is displayed (same credentials as the CS C11n app).

Hope this helps!

1 Like
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Thanks so much for the information. I’ll try to make it work with the documentation and will keep you posted. I appreciate your help!