Genesys Cloud - Main

Is it possible to use knowledge articles without having agent assist?

We are looking for a way to have the articles searchable by our internal agents while on a call.

We heard they could be used internally without additional cost but everything seems to lead to agent assist.

#Unsure/Other

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Daniel Cross
Bright Horizons Family Solutions LLC
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You could build a custom app to plug into the client using the Knowledge APIs...

Or, perhaps, build a Support Center but only allow access from an internal website, so only agents could get to it. Then they could have it embedded in a Script to access it during conversations. Not sure about other ways to make it available to agents...probably something easy that I'm missing.

https://help.mypurecloud.com/articles/about-support-center/

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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
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