Snippets created in Pega Knowledge are not visible to CSR's in customer service portal
Hi Community
I am looking for some help in regards of Snippets. I have created some snippets using the Pega Knowledge 8.6 portal and I am able to visualize the snippets in the Preview screen when I am creating the article. The article is published successfully.
However, when I login using the CSR user for the customer service applicacion where we have the Pega knowledge panel enable, the article is displayed but the snippets are not displayed. Only the title of the snippets is shown instead of the actual content. (Image attached as reference).
Has anyone faced this issue before? Any help/ideas/suggestions would be much appreciated it.
Thank you.
Pegasystems Inc.
GB
@DianaD00 I would reach out to support and report the issue to see if there is a known fix available. I don't have an 8.6 instance to verify your issue, however these are fully working in release 8.7+. 8.6 is getting a little old now... We have some great features in later releases. Hope you have an upgrade planned soon.
Rulescube
SV
@JamesCarstairs - Thank you for your reply. Do you know if there is any special roles/privileges needed for the CSR to visualize the snippets? Or any other configuration that we could check? Thank you.