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Looking for a customer regarding custom application for Knowledge portal

  • 1.  Looking for a customer regarding custom application for Knowledge portal

    Posted 10-24-2024 14:26
    Edited by Kayla Yeazel 10-29-2024 16:52

    Our credit union is interested in using the Knowledge portal in Genesys Cloud; however, we would like to sync all of our solution articles from Fresh Service to update automatically and to be used for Agent Assist. This is done by working with our vendor on creating a custom application. We are seeking other resources that have implemented a similar process. If there are any other credit unions (or other companies) that have implemented syncing any knowledge base system with Genesys Cloud and/or uses Agent Assist for this, we're very interested in connecting and would appreciate any feedback and knowledge of this process. 

    Thank you!


    #ConversationalAI(Bots,AgentAssist,etc.)
    #ConnectwithaCustomer(NEW)
    #SystemAdministration

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    Kayla Yeazel
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  • 2.  RE: Looking for a customer regarding custom application for Knowledge portal
    Best Answer

    GENESYS
    Posted 10-25-2024 14:39

    Hey Kayla,

    That's a great question. While we wait for other customers to provide their feedback, have you seen this Resource Center article, specifically the section about importing articles into the knowledge base?

    https://help.mypurecloud.com/articles/knowledge-workbench-quick-start-guide-v2/

    I hope that helps!



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    Hi Kayla,

    This is not something we have done ourselves at AT however I am very keen to read the responses posted here for future reference.

    Thanks

    Adrian



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    Adrian Bradshaw
    Enterprise IT Engineer
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  • 4.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    Hi Kayla,

    This something I am really interested to see how it works as a custom solution. We don't have this for now but most likely will need one in the near future. I will follow up the posts to learn more too.

    Regards,

    Senih.  



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    Senih Demren
    Senior Technical Specialist
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  • 5.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    Hi Kyla

    I'm really curious to see how this works as a custom solution. We don't have it right now, but we'll likely need one in the near future. I'll keep an eye on the posts to learn more



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    Eajay Mogol
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  • 6.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    Hello, 

    Very curious to see what solutions get offered. 



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    James Rowberry
    Manager
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  • 7.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    Our organization has not implemented such a thing but we are always looking at additional resources to potentially implement to make things more efficient and assist our agents by making information easier to access.



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    Laura Callaway
    Application Analyst
    St. Luke's Health System
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  • 8.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    Whilst we haven't implemented it yet, I have been playing around with importing articles from Zendesk. I managed that bit but have put it on hold for now.

    So I too would be interested in what advice is offered here.



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    Tim Speakman
    Tech Support Engineer
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  • 9.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    Hi Kayla,

    At present we do not leverage Knowledge in Genesys but would be interested to see how this works.

    Thanks



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    Heena Patel
    Project Manager
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  • 10.  RE: Looking for a customer regarding custom application for Knowledge portal

    Posted 28 days ago

    This something we are looking into and were interested to see how it works. 



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    Robert Gacula
    unknown
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  • 11.  RE: Looking for a customer regarding custom application for Knowledge portal