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Question

 Vikrant Singh (VikrantS5581)
Nasco

Nasco
CA
VikrantS5581 Member since 2018 1 post
Nasco
Posted: Feb 18, 2019
Last activity: Mar 18, 2019
Posted: 18 Feb 2019 11:50 EST
Last activity: 18 Mar 2019 11:15 EDT
Closed

Pega Knowledge- Archived Articles Access for an Agent

We have a business use case where a claims agent processing an older claim might want access to an older version of an article. Since in interaction portal only the latest published version is available, how can we handle this use case? Please advice.

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Pega Customer Service
Pega Knowledge

Posted: 5 years ago
Posted: 18 Mar 2019 11:15 EDT
Scott Kennedy (ScottKennedy)
PEGA
Principal Product Manager, Customer Service Desktop & Self-Service
Pegasystems Inc.
US

When KM articles are viewed by a CSR during an interaction or case in Pega Customer Service, viewing that interaction during an historical review will allow the user to view the specific version of the article that was used/viewed during the original interaction, regardless if the master article has been updated since the interaction.

  

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