Creating a troubleshooter

Download https://cdn.pegaenablement.com/marketing/C-1349 Troubleshooter Images.zip

In the Pega Knowledge portal, use the troubleshooter categories configuration tool to create the troubleshooter categories based on the targeted product areas and related problem types, sub-problem types, and the corresponding troubleshooter.

1. Log in using username KMPublisher and password rules.
2. In the left navigation panel, click Configurations >Troubleshooter categories
3. Click Add product.
4. In the Create product window, enter the product name Card replacement.
5. Click Submit to close the window.
6. To add a problem type to a product, click Add problem/sub-problem.
7. Click Add problem/sub-problem, and from the drop-down list, select the Card replacement Product name.
8. In the Problem field, enter New card as problem name in the problem field.
9. Click Submit.
10. Add the Physical damage sub-problem. Click Add problem/sub-problem, select the Card replacement Product name.
11. Select the Is sub problem check box to add a sub-problem for the product.
12. In the Problem field, select New card.
13. In the sub-problem field, enter Physical damage.
14. In the Troubleshooter field, select Launch Lost or Stolen Card Service Request. (This is a placeholder setting because this is a required field. You will change this setting after creating a new troubleshooter.)
15. Click Submit to update the troubleshooter categories.

Create a troubleshooter to present one or more questions to a user. Organize your questions to guide the user through the appropriate diagnostic steps.

1. Log in using username KMPublisher and password rules.
2. From the left navigation panel, click Knowledge > Troubleshooters, then click the Draft Troubleshooters tab.
3. On the Draft Troubleshooters tab, click Add troubleshooter.
4. In the Create troubleshooter field, enter Card replacement and click Submit.
5. Click Card replacement.
6. Click Add question. To add a new question to a troubleshooter, enter the question title in the Question text box. The following table provides you with example to add questions and relevant responses.

   Question	Response type configuration
   Did you receive the previously-requested card replacement?	In the Response type drop-down, select Radio buttons. In the Add Item field, add the Yes and No options. Click simple image uploader and upload the credit-card.png image. Click Save.
   Do you see any physical damage to the new card?	In the Response type field or drop-down?, select Radio buttons. In the Add Item add the Yes and No options. Insert the text “Answer Yes above, if your card shows any of these types of damage:”. Click on simple image uploader and upload Scratched magnetic strip, Bent or destroyed card and Damaged chip images. In the Show current question when –select Did you receive the previously-requested card replacement? with option Equals Yes. Click Save.
   Since you never received your replacement card, we'll order you a new one, and will cancel the previous-ordered card.	In the Response type drop-down, select Launch Troubleshooter. In the Launch another troubleshooter drop-down, select Launch Lost or Stolen Card Service Request. In the Show current question when drop-down, select Did you receive the previously-requested card replacement? with option Equals No. Click Save.
   If your card does not show any visible damage but is still not working, let's get it replaced, and cancel the current one.	In the Response type drop-down, select Launch Troubleshooter. In the Launch another troubleshooter drop-down, select Launch Lost or Stolen Card Service Request. In the Show current question when drop-down, select Do you see any physical damage to the new card? with option Equals – No. Click Save.
   Since your card was damaged, we'll order you another replacement card and will cancel the damaged card.	In the Response type, select Launch Troubleshooter. In the Launch another troubleshooter drop-down, select Launch Lost or Stolen Card Service Request. In the Show current question when drop-down, select Do you see any physical damage to the new card? with option Equals – Yes. Click Save.

7. Click Publish, then click Submit. The Card replacement troubleshooter is listed on the Published Troubleshooters tab.

In the first section, we assigned a placeholder. Now we assign the new troubleshooter.

1. In the left navigation panel, click Configurations >Troubleshooter categories.
2. Expand Card replacement, expand New card, then click the pencil icon next to the Physical damage sub-problem.
3. In the Diagnostic id field, select Card replacement.