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Knowledge Base

Topic Detail
Navigation Admin → Knowledge
Purpose Create and manage AI-powered knowledge bases with Q&A articles surfaced to agents, bots, and self-service portals
Technology Natural Language Understanding (NLU) + Generative AI answer generation
Max Knowledge Bases 500 per organization
Max Articles per KB 15,000 articles

✅ Verified against Genesys Cloud Resource Center — March 2026

Licensing Requirements

License Knowledge Access
Genesys Cloud CX 1 Not included — requires Digital Add-on II or AI Experience tokens
Genesys Cloud CX 1 + AI Experience tokens Access granted without Digital Add-on II
Genesys Cloud CX 1 Digital Add-on II Included
Genesys Cloud CX 2 / CX 2 Digital Included
Genesys Cloud CX 3 / CX 3 Digital Included
Genesys Cloud CX 4 Included

Required Permissions

Permission Purpose
Knowledge > All Full knowledge base administration
Analytics > Knowledge Aggregate > All View knowledge analytics
Responses > Library > All Manage response libraries
Response Assets > Asset > All Manage embedded media assets

Overview — How Knowledge Base Works

The knowledge base stores question and answer (Q&A) pairs called articles. When a customer or agent asks a question, Genesys Cloud AI uses Natural Language Understanding to find the closest matching article and return the answer.

The knowledge base powers four key touchpoints:

Touchpoint Description
Agent Copilot Automatically surfaces relevant articles to agents during live interactions — no manual search required
Virtual Agents / Bots Architect bot flows query the knowledge base and return answers to customers during self-service
Knowledge Portal Customer-facing self-service website — customers search articles, browse by category, or escalate to an agent
Messenger Web Messenger deployments can query knowledge articles in bot conversations

Step 1 — Create a Knowledge Base

  1. Navigate to Admin → Knowledge → Articles
  2. Click the Knowledge Base list dropdown → Create Knowledge Base
  3. Enter a Name (e.g., IT Support KB, Billing FAQ)
  4. Optional: Add a description
  5. Select the Language for content (e.g., English - US)
  6. Click Create

⚠️ Language selection is permanent — it determines which NLU model processes the content. Create separate knowledge bases for each supported language if your contact center is multilingual.

Step 2 — Create Categories & Labels (Optional)

Categories and labels organize articles for easier management and navigation.

Categories

Categories group articles by topic and support nested hierarchies (parent → child).

  1. Navigate to Admin → Knowledge → Categories & Labels
  2. Under Category Name, enter a name (e.g., Billing, Technical Support)
  3. Optional: Select a parent category to nest it (e.g., Technical Support > VoIP Issues)
  4. Click Create Category

Labels

Labels are color-coded tags for quick filtering and content reuse across portals.

  1. Click the Labels tab
  2. Enter a Label Name
  3. Select a Label Color
  4. Click Create Label

💡 March 2026: Knowledge portals can now be configured to return only articles matching specific labels — a single article can be reused across multiple portals with different label filters applied.

Step 3 — Create Articles

Articles are individual Q&A pairs. Each article has one primary question and one answer.

Create a New Article

  1. Navigate to Admin → Knowledge → Articles
  2. Open the target knowledge base
  3. Click Create Article
  4. Under Question, enter the primary question (e.g., How do I reset my password?)
  5. Optional: Assign a Category
  6. In the Content for the answer box, add the answer
  7. Click Save or Save & Close

Import Articles (Bulk)

  1. Open the knowledge base → Click Import
  2. Select a .json file containing Q&A pairs
  3. Genesys Cloud validates the file for errors
  4. Click Import to confirm — pairs are imported as individual FAQ articles

Step 4 — Format Articles

Format Option Description
Text Styling Bold, italic, bullet lists, headings
Images Upload images directly into the answer body
Videos Embed video via URL
Rich Text Full HTML-style formatting for structured answers

Step 5 — Add Phrasings (Alternative Questions)

Phrasings are alternative ways customers might phrase the same question — used to train the NLU model for better matching accuracy.

  1. Open an article → click the Phrasings tab
  2. Add an alternative phrase (e.g., How do I change my password?, Forgot my password)
  3. Optional: Enable Autocomplete — generates the phrase as a search prediction when customers type in the portal
  4. Click Save

💡 More phrasings = better NLU accuracy. Use real customer language, not formal documentation language.

Step 6 — Test Articles

  1. Open the knowledge base
  2. In the Test Articles pane, type a test question and press Enter
  3. The system returns the matched article with a Confidence Percentage
Confidence Level Meaning
High (80–100%) Strong match — article surfaces reliably
Medium (50–79%) Acceptable — consider adding more phrasings
Low (<50%) Weak match — improve phrasing or content

Step 7 — Publish Articles

  1. Open the article
  2. Click Publish to publish and continue editing
  3. Or Publish & Close to publish and exit

⚠️ Unpublished articles are invisible to all touchpoints — agents, bots, and the portal will not see them.

Article Touchpoint Variations

The same article can have different answer content per touchpoint — tailoring responses for agents vs. bots vs. self-service portals.

Touchpoint Use Case
Agent Assist / Agent Copilot Detailed internal answer with troubleshooting steps and escalation guidance
Bot Flow (Dialog Engine / Digital) Short, conversational response suitable for bot delivery
Knowledge Portal Formatted customer-facing answer with images and links
Messenger Concise answer for Web Messenger bot conversations

Third-Party Knowledge Base Integration

Genesys Cloud supports connecting external knowledge systems so their content appears in Agent Copilot, Messenger, and the portal alongside native articles.

Integration Sync Type Notes
Salesforce Knowledge Automatic or Manual Select channels and categories to sync
ServiceNow Knowledge Automatic or Manual Standard template articles only
SharePoint Via Knowledge Fabric Configured through Knowledge Configuration

Adding a Third-Party Source

  1. Navigate to Admin → Knowledge → Sources
  2. Click Add Source — name it, select sync type, select provider
  3. Configure language, categories, and channel filters
  4. Click Add Source

⚠️ The third-party integration must first be configured in Admin → Integrations before it appears as a source option here.

Knowledge Configuration (Knowledge Fabric)

Knowledge Configuration defines how knowledge is presented across Genesys touchpoints using a unified layer that can combine multiple knowledge bases and third-party sources.

Feature Detail
Navigation Admin → Knowledge → Knowledge Configuration
Purpose Unified knowledge source for Agent Copilot and Virtual Agents — supports generative AI answers
AI Answer Generation Combines content from multiple relevant articles into a single dynamic response
Virtual Agent Use From February 2026 — bots use either Knowledge Workbench V2 or Knowledge Fabric — one at a time, selected in Architect

💡 February 2026: Bot authors can now select a Knowledge Fabric configuration in Architect and control generative answer mode and bias settings per flow. Existing rules-based bots using Workbench V2 are unaffected.

Agent Copilot & Knowledge

Agent Copilot uses the knowledge base to automatically surface articles to agents during live interactions.

Feature Description
Automatic Surfacing Articles appear in the Agent Copilot panel based on conversation context
Answer Highlighting Highlights the most relevant passage within a lengthy article
Knowledge Sharing Agents can send articles directly to customers with one click
Interaction Summaries AI-generated summaries at end of interactions using conversation + knowledge context
Wrap-Up Code Suggestions Copilot suggests wrap-up codes based on the conversation

Knowledge Portal

The Knowledge Portal is a customer-facing self-service website powered by the knowledge base.

Feature Description
Article Search Customers search using natural language — NLU finds the best match
Category Browsing Customers navigate by category hierarchy
Chatbot Access Customers can escalate to a bot or live agent directly from the portal
Label Filtering Portals can filter articles by label (March 2026 feature)
Customization Configurable colors, messaging, and branding

Knowledge Analytics

Metric Description
Top Articles Most frequently accessed articles by agents and customers
Search Success Rate Percentage of searches returning a useful result
Search Failure Rate Searches returning no relevant result — indicates content gaps
Confidence Scores AI match confidence per article returned
Containment Rate Issues resolved through self-service without agent escalation

Interview Cheat Sheet

Question Answer
Max knowledge bases per org? 500
Max articles per knowledge base? 15,000
What must happen before an article is live? It must be Published
What is a Phrasing? An alternative way a customer might ask the same question — trains the NLU model
What does Confidence Percentage mean? How closely a query matches the article — higher = better match
What are the four main touchpoints for knowledge? Agent Copilot, Virtual Agents/Bots, Knowledge Portal, Messenger
What is the Knowledge Portal? A customer-facing self-service website for searching and browsing articles
What third-party sources can be integrated? Salesforce Knowledge, ServiceNow Knowledge, SharePoint (via Knowledge Fabric)
What is Knowledge Fabric / Knowledge Configuration? A unified knowledge layer combining multiple sources with generative AI answers for Agent Copilot and Virtual Agents
Can a bot use both Workbench V2 and Knowledge Fabric? No — one at a time, selected in Architect per bot flow (February 2026)
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