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 Navigate to Admin → Knowledge → Articles Click the Knowledge Base list dropdown → Create Knowledge Base Enter a Name (e.g., IT Support KB , Billing FAQ ) Optional: Add a description Select the Language for content (e.g., English - US) 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). Navigate to Admin → Knowledge → Categories & Labels Under Category Name , enter a name (e.g., Billing , Technical Support ) Optional: Select a parent category to nest it (e.g., Technical Support > VoIP Issues ) Click Create Category Labels Labels are color-coded tags for quick filtering and content reuse across portals. Click the Labels tab Enter a Label Name Select a Label Color 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 Navigate to Admin → Knowledge → Articles Open the target knowledge base Click Create Article Under Question , enter the primary question (e.g., How do I reset my password? ) Optional: Assign a Category In the Content for the answer box, add the answer Click Save or Save & Close Import Articles (Bulk) Open the knowledge base → Click Import Select a .json file containing Q&A pairs Genesys Cloud validates the file for errors 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. Open an article → click the Phrasings tab Add an alternative phrase (e.g., How do I change my password? , Forgot my password ) Optional: Enable Autocomplete — generates the phrase as a search prediction when customers type in the portal Click Save 💡 More phrasings = better NLU accuracy. Use real customer language, not formal documentation language. Step 6 — Test Articles Open the knowledge base In the Test Articles pane, type a test question and press Enter 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 Open the article Click Publish to publish and continue editing 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 Navigate to Admin → Knowledge → Sources Click Add Source — name it, select sync type, select provider Configure language, categories, and channel filters 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)