Editing Creating Guided Troubleshooters

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Editing Creating Guided Troubleshooters

Description Guided Troubleshooting Editorial Best Practices
Version as of 8.4
Application Pega Customer Service
Capability/Industry Area Knowledge Management


Guided Troubleshooters are created and maintained in the Pega Knowledge Management application, and the resulting cases are available in Pega Customer Service or exposed in your web self-service site using Pega Web Mashup. Creating and configuring troubleshooters requires upfront planning and an understanding of the desired question and response tree or branches. This document provides best practice guidance when creating and configuring your troubleshooters.

Best practices:

  • Depending on what you are trying to troubleshoot or diagnose, a troubleshooter can get fairly complex. So, focus on each guided step and keep each step as straightforward and simple as possible. This will help both external customers and CSRs.
  • Use high quality images and videos (when relevant) to assist end users with steps that require more detail or clarification.  You do not need an image with every single step, but Guided Troubleshooting was designed to allow configuration of visually engaging troubleshooters. Note on “high quality” images: High quality does not necessarily mean giant image resolution and 10mb file sizes. Use clear, consumer-grade images. We recommend images be less than 3 MB to avoid potential performance issues when displaying in troubleshooters.
  • Specify knowledge articles that are relevant to the step you define them in, and provide overall assistance and guidance to the end user. How-to articles or articles with embedded how-to videos can be very effective in guiding customers how to resolve their issues. The main objective is to get the customer's issue resolved, not necessarily to force them to run through an entire troubleshooter.
  • Do not specify too many articles or file attachments as that will simply add frustration and confusion to the end users. Stay relevant. Focus on getting the end user’s issue resolved (not forcing them to read multiple articles that may or may not help. Bad articles (or poorly designed troubleshooters will drive calls into the contact center, which is the opposite of what you want).
  • Create questions and information or answers that are clear and concise. The longer a question, information, or answer, the higher the likelihood that an end user could misunderstand or become confused.
  • When a troubleshooter reaches a last step and the issue has not been resolved, if it is possible, launch another troubleshooter that takes them down another troubleshooting path. The goal is to find a resolution path for the customer, if there are a number of potential diagnosis paths, create separate troubleshooters that can be launched from within a troubleshooter.
  • When configuring the Troubleshooter categories (Pega Knowledge authoring portal: Configurations > Troubleshooter categories), ensure the options are relevant to end users and reflect the products or services that will be easily recognized.  The Problem and Sub-Problem types should also be easy to understand and relevant to end users allowing them to intuitively navigate from the product or service, problem type, then sub-problem type to launch the corresponding troubleshooter.  It is okay to configure many combinations of product/problem/sub-problem type, but make sure they are intuitive so an end user is not guessing between two similar paths.
  • When appropriate, leverage your Customer Service cases (service requests) by using Pega Web Mashup configuration to provide other options or actions that an end user could take.  This feature opens up a lot of opportunities for helping the end user with further diagnosis capabilities or other options if the troubleshooter cannot resolve the issue.
  • Use the Preview capability frequently to test your troubleshooter. Put your “customer” hat on. Is it intuitive? Is the navigation logical?  Am I asking the right questions and providing the right information and answers?
  • Ensure your customers have an “off-ramp”. Guided Troubleshooters can be abandoned by customers on self-service web sites, and the Pega application solution is designed to suggest and continue a troubleshooter in the Customer Service Interaction portal. Therefore, moving troubleshooters from an unassisted channel into an assisted channel (for example, the contact center) is supported. CSRs should be able to help the customer complete the troubleshooter to resolution.
  • Test. Test. Test.  Run through your troubleshooters over and over to ensure they are in a logical order, and any conditional questions are referencing the correct or intended previous response.