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Question

 Giulia Celeste (GiuliaC5)
Capgemini

Capgemini
IT
GiuliaC5 Member since 2020 8 posts
Capgemini
Posted: Apr 27, 2021
Last activity: May 7, 2021
Posted: 27 Apr 2021 8:04 EDT
Last activity: 7 May 2021 11:59 EDT
Closed

KM Notification On Question Mark Icon Customer Service Portal

Hello everyone,

Can I have a detailed explanation about what process may let appear notification numbers on the KM question mark visible in the Customer Service Portal?

I've attached a screen shot taken from a demo accessed by my client. I believe the Customer Service showed in the picture is the Customer Service for Insurance, however I need the same funcionality for the Customer Service for Communications.

Thanks,

Giulia

***Edited by Moderator Marissa to update Platform Capability tags****
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Pega Customer Service 8.2
User Experience

Posted: 3 years ago
Posted: 7 May 2021 11:51 EDT
Amit Patel (Amit_Patel)
PEGA
Senior Director of Engineering, Customer Service
Pegasystems Inc.
US

@GiuliaC5 This configuration is done from the Configuration Tool on a given service process. While running the case an either sysadmin or manager role, click on the Other Actions (three vertical dots) in the work area of the service process and open the Configuration Tool. Go to the Knowledge Content tab to associate articles with a case. 

This will make these articles available the next time you run the case. 

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Posted: 3 years ago
Posted: 7 May 2021 11:59 EDT
Amit Patel (Amit_Patel)
PEGA
Senior Director of Engineering, Customer Service
Pegasystems Inc.
US

@Amit_PatelHere is the article in the Implementation guide that describes the process. 

https://community.pega.com/knowledgebase/articles/pega-customer-service-implementation-guide/84/define-pega-knowledge-configuration 

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