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Question

 Luca Del Prete (LucaD00)
NTTData

NTTData
IT
LucaD00 Member since 2013 2 posts
NTTData
Posted: Jan 16, 2019
Last activity: Jan 17, 2019
Posted: 16 Jan 2019 9:28 EST
Last activity: 17 Jan 2019 15:13 EST
Closed

Associate a knowledge article to a service task

I'm trying to make an end user (business representative) able to configure an article by using Pega Knowledge and subsequently make him able to associate it a specific service case (task). The related documentation suggests to launch a demo call from iteraction portal, adding the task and by using tools menu > Knowledge Content associate the specific article (the business needs are also associate Dialogs and Coaching Tips). The end user doesn't accept this flow, thus my question is: Is there any other way to achieve the same result (associate the article to service case)?
We are working on Pega Infinity 8.1
Thanks in advance

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Pega Knowledge

Posted: 5 years ago
Posted: 17 Jan 2019 15:13 EST
Scott Kennedy (ScottKennedy)
PEGA
Principal Product Manager, Customer Service Desktop & Self-Service
Pegasystems Inc.
US

I'm unclear on what is meant by "the end user doesn't accept this flow".  Does that mean they do not want to link articles using the OOTB linking capability from the Configuration Tools menu during a service case? -Or are they saying they don't have access to the Configuration Tools menu?

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