# 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**

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## 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

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## 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 |

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## 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 |

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## 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.

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## 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.

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## 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 |

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## 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 |

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## 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 |

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## 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) |