Question

How to call a specific Knowledge Article on click of Icon from CPM service intent screen?

Hi

Application in use is Pega CS 7.1.4

If i have knowledge articles /Help Site defined under a particular taxonomy.

1. If i have to launch the Help Site (Main Page) on click of an icon in CPM service Intent screen/flow action, How?

2. If i have to launch the exact and specific article on click of an icon in a screen of a CPM service Intent, How?

3. If have to show the specific Knowledge article in Smart info on click of an icon in CPM screen, How?

4. How to associate a Knowledge article to a flow action in CPM (apart from configuration tools)?

Thanks,

Arjun

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Correct Answer
December 28, 2017 - 5:08am

Hi Arjun,

  Launching a helpsite on click of an icon from cs is not supported, as you are already logged into Customer service and KMPortal ruleset is not part of CS stack.  For launching helpsite we do have an activity in KMPortal ruleset which is KMDisplayHelpPortal, when you pass appropriate parameters, the helpsite is opened with the article .

 If i have to launch the exact and specific article on click of an icon in a screen of a CPM service Intent, How?

You can do a obj-open of the article with article id, and show it in the pop up screen, if your question was related to showcasing the article in helpsite, then opening the article using the url as below in private window will work. but with in session it would not work fine as KMPortal ruleset is not part of your stack. 

http://<request uri>/prweb/PRServletCustom/!STANDARD?pyActivity=@baseclass.KMDisplayHelpPortal&KMHelpSiteName=Uplusbank&Status=Published&CategoryName=&ArticleId=KC-1

 

for smart info, i think you will have prepopulate the article by opening it and show case it on overlay 

 

4. How to associate a Knowledge article to a flow action in CPM (apart from configuration tools)?

are you asking if there is any other way of associating knowledge articles? then you can use customize it to use tag search. However it is not provided out of the box.

 

Regards

Sawant

 

 

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Pega
December 28, 2017 - 5:08am

Hi Arjun,

  Launching a helpsite on click of an icon from cs is not supported, as you are already logged into Customer service and KMPortal ruleset is not part of CS stack.  For launching helpsite we do have an activity in KMPortal ruleset which is KMDisplayHelpPortal, when you pass appropriate parameters, the helpsite is opened with the article .

 If i have to launch the exact and specific article on click of an icon in a screen of a CPM service Intent, How?

You can do a obj-open of the article with article id, and show it in the pop up screen, if your question was related to showcasing the article in helpsite, then opening the article using the url as below in private window will work. but with in session it would not work fine as KMPortal ruleset is not part of your stack. 

http://<request uri>/prweb/PRServletCustom/!STANDARD?pyActivity=@baseclass.KMDisplayHelpPortal&KMHelpSiteName=Uplusbank&Status=Published&CategoryName=&ArticleId=KC-1

 

for smart info, i think you will have prepopulate the article by opening it and show case it on overlay 

 

4. How to associate a Knowledge article to a flow action in CPM (apart from configuration tools)?

are you asking if there is any other way of associating knowledge articles? then you can use customize it to use tag search. However it is not provided out of the box.

 

Regards

Sawant