Genesys Cloud - Main

Hi everyone - I'm building out a Knowledge Base in Genesys Cloud and I'm looking for best-practice guidance on how everything works together behind the scenes.

I'm comfortable with the mechanics (creating articles, publishing, etc.), but I'm struggling to find training that explains:

• How Knowledge search/retrieval actually works (ranking, matching, what influences which article shows up)

• The best way to structure categories, labels/tags, and any metadata so the right content surfaces

• How to ensure only the correct information is displayed based on context - for example, we have multiple cities with different service plans and pricing, and I need agents/customers to consistently see the correct city-specific content

• Recommended approaches for organizing content at scale (e.g., "one article per city" vs shared articles + conditional routing, etc.)

I've watched a few videos and read what I could find in the docs, but I haven't found a solid "how it all links together" explanation or a practical build blueprint.

If anyone can share:

• Documentation links

• Community posts

• Training courses

• Real-world structure examples (even high-level)
  … I'd really appreciate it. Thanks in advance!

Hi Krista, great question - this is a very common gap, and you're not alone in looking for a more "end-to-end" view of how Knowledge, Copilot, and analytics really work together in Genesys Cloud.

Here are some practical best practices based on real-world implementations 👇

1️⃣ Start with relevance, not volume

Before anything else, prioritize uploading the most relevant content first, aligned to your top contact reasons (why customers are reaching out).

This helps because:

• Knowledge relevance improves faster when articles map clearly to real demand

• Copilot learns and surfaces value sooner, instead of being diluted by long-tail content

Think "high-impact first, completeness later".

2️⃣ Article phrases improve over time (don't aim for perfection on day one)

The phrases and wording inside articles are something you should continuously evolve.

A very effective approach is to:

• Use Speech & Text Analytics to understand how customers actually speak

• Combine that insight with Topic Miner to identify recurring patterns and terms

• Gradually refine article phrasing and titles based on real interaction data

This feedback loop is key to improving ranking and matching accuracy over time.

3️⃣ Categories and labels are critical for precision

Categories and labels aren't just for organization - they directly help control relevance and context.

Best practices:

• Use categories for broad structure (product, service, journey stage)

• Use labels/tags for segmentation (city, plan type, customer segment, business unit)

Why this matters:

• Copilot can filter by category/label, limiting the search context

• This is essential when you have variations like different cities, pricing, or plans

• Agents (and customers) consistently see the right content for their context

4️⃣ Enable Content Search on the Knowledge Base

Make sure the Content Search option is enabled for the Knowledge Base.

This allows:

• Contextual search behavior from Copilot

• Better use of conversation signals (intent, topic, phrasing)

• More accurate article retrieval instead of simple keyword matching

This setting is foundational for AI-driven knowledge surfacing.

5️⃣ Organizing articles: fewer, stronger articles usually win

For scale and accuracy, avoid over-fragmenting content.

A strong pattern is:

• Group closely related themes (same intent, similar phrases) into a single article

• Especially when customers use the same or overlapping language

This helps:

• Reduce competition between articles

• Increase confidence and assertiveness in matching

• Avoid Copilot "splitting relevance" across many similar articles

For location-specific cases:

• Use labels (city, region) or conditional visibility

• Only create separate articles when the content is meaningfully different

6️⃣ Think in loops, not setup-and-forget

The most successful Knowledge bases follow a loop:

1. Publish core content

2. Observe via Speech & Topic insights

3. Refine phrasing, structure, and labels

4. Improve Copilot filtering and context

5. Repeat

Knowledge maturity comes from iteration, not a single perfect design.

If this helps, feel free to mark it as a Best Answer so others facing the same challenge can find it more easily 🙂
Happy to go deeper on any of these areas if you'd like.

Hi everyone - I'm building out a Knowledge Base in Genesys Cloud and I'm looking for best-practice guidance on how everything works together behind the scenes.

I'm comfortable with the mechanics (creating articles, publishing, etc.), but I'm struggling to find training that explains:

• How Knowledge search/retrieval actually works (ranking, matching, what influences which article shows up)

• The best way to structure categories, labels/tags, and any metadata so the right content surfaces

• How to ensure only the correct information is displayed based on context - for example, we have multiple cities with different service plans and pricing, and I need agents/customers to consistently see the correct city-specific content

• Recommended approaches for organizing content at scale (e.g., "one article per city" vs shared articles + conditional routing, etc.)

I've watched a few videos and read what I could find in the docs, but I haven't found a solid "how it all links together" explanation or a practical build blueprint.

If anyone can share:

• Documentation links

• Community posts

• Training courses

• Real-world structure examples (even high-level)
  … I'd really appreciate it. Thanks in advance!

Hi Krista, great question - this is a very common gap, and you're not alone in looking for a more "end-to-end" view of how Knowledge, Copilot, and analytics really work together in Genesys Cloud.

Here are some practical best practices based on real-world implementations 👇

1️⃣ Start with relevance, not volume

Before anything else, prioritize uploading the most relevant content first, aligned to your top contact reasons (why customers are reaching out).

This helps because:

• Knowledge relevance improves faster when articles map clearly to real demand

• Copilot learns and surfaces value sooner, instead of being diluted by long-tail content

Think "high-impact first, completeness later".

2️⃣ Article phrases improve over time (don't aim for perfection on day one)

The phrases and wording inside articles are something you should continuously evolve.

A very effective approach is to:

• Use Speech & Text Analytics to understand how customers actually speak

• Combine that insight with Topic Miner to identify recurring patterns and terms

• Gradually refine article phrasing and titles based on real interaction data

This feedback loop is key to improving ranking and matching accuracy over time.

3️⃣ Categories and labels are critical for precision

Categories and labels aren't just for organization - they directly help control relevance and context.

Best practices:

• Use categories for broad structure (product, service, journey stage)

• Use labels/tags for segmentation (city, plan type, customer segment, business unit)

Why this matters:

• Copilot can filter by category/label, limiting the search context

• This is essential when you have variations like different cities, pricing, or plans

• Agents (and customers) consistently see the right content for their context

4️⃣ Enable Content Search on the Knowledge Base

Make sure the Content Search option is enabled for the Knowledge Base.

This allows:

• Contextual search behavior from Copilot

• Better use of conversation signals (intent, topic, phrasing)

• More accurate article retrieval instead of simple keyword matching

This setting is foundational for AI-driven knowledge surfacing.

5️⃣ Organizing articles: fewer, stronger articles usually win

For scale and accuracy, avoid over-fragmenting content.

A strong pattern is:

• Group closely related themes (same intent, similar phrases) into a single article

• Especially when customers use the same or overlapping language

This helps:

• Reduce competition between articles

• Increase confidence and assertiveness in matching

• Avoid Copilot "splitting relevance" across many similar articles

For location-specific cases:

• Use labels (city, region) or conditional visibility

• Only create separate articles when the content is meaningfully different

6️⃣ Think in loops, not setup-and-forget

The most successful Knowledge bases follow a loop:

1. Publish core content

2. Observe via Speech & Topic insights

3. Refine phrasing, structure, and labels

4. Improve Copilot filtering and context

5. Repeat

Knowledge maturity comes from iteration, not a single perfect design.

If this helps, feel free to mark it as a Best Answer so others facing the same challenge can find it more easily 🙂
Happy to go deeper on any of these areas if you'd like.

Hi everyone - I'm building out a Knowledge Base in Genesys Cloud and I'm looking for best-practice guidance on how everything works together behind the scenes.

I'm comfortable with the mechanics (creating articles, publishing, etc.), but I'm struggling to find training that explains:

• How Knowledge search/retrieval actually works (ranking, matching, what influences which article shows up)

• The best way to structure categories, labels/tags, and any metadata so the right content surfaces

• How to ensure only the correct information is displayed based on context - for example, we have multiple cities with different service plans and pricing, and I need agents/customers to consistently see the correct city-specific content

• Recommended approaches for organizing content at scale (e.g., "one article per city" vs shared articles + conditional routing, etc.)

I've watched a few videos and read what I could find in the docs, but I haven't found a solid "how it all links together" explanation or a practical build blueprint.

If anyone can share:

• Documentation links

• Community posts

• Training courses

• Real-world structure examples (even high-level)
  … I'd really appreciate it. Thanks in advance!

Hi everyone - I'm building out a Knowledge Base in Genesys Cloud and I'm looking for best-practice guidance on how everything works together behind the scenes.

I'm comfortable with the mechanics (creating articles, publishing, etc.), but I'm struggling to find training that explains:

• How Knowledge search/retrieval actually works (ranking, matching, what influences which article shows up)

• The best way to structure categories, labels/tags, and any metadata so the right content surfaces

• How to ensure only the correct information is displayed based on context - for example, we have multiple cities with different service plans and pricing, and I need agents/customers to consistently see the correct city-specific content

• Recommended approaches for organizing content at scale (e.g., "one article per city" vs shared articles + conditional routing, etc.)

I've watched a few videos and read what I could find in the docs, but I haven't found a solid "how it all links together" explanation or a practical build blueprint.

If anyone can share:

• Documentation links

• Community posts

• Training courses

• Real-world structure examples (even high-level)
  … I'd really appreciate it. Thanks in advance!

#AICopilot(Agent,SupervisorAdmin)

------------------------------
Krista Cook
Customer Success Supervisor
------------------------------

Hi @Krista Cook,

Sharing the official Genesys best-practice pages to support the implementation approach discussed above:

• Copilot initial deployment: https://help.mypurecloud.com/articles/best-practices-for-your-agent-copilot-initial-deployment/

• Knowledge answer generation: https://help.mypurecloud.com/articles/knowledge-base-answer-generation-best-practices/

• NLU build & test: https://help.mypurecloud.com/articles/best-practices-to-build-and-test-your-natural-language-understanding/

• Optimize your knowledge base content: https://help.mypurecloud.com/articles/optimize-your-knowledge-base-content/

• Best practices to improve answer highlighting accuracy (FAQ): https://help.mypurecloud.com/faqs/what-are-the-best-practices-to-improve-answer-highlighting-accuracy

• Best practice recommendations for building bots in Architect: https://help.mypurecloud.com/articles/best-practice-recommendations-for-building-bots-in-architect/

I hope this helps. Happy studying.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 01-16-2026 16:26
From: Krista Cook
Subject: Setting up a Knowledgebase for Copilot and Bots

Hi everyone - I'm building out a Knowledge Base in Genesys Cloud and I'm looking for best-practice guidance on how everything works together behind the scenes.

I'm comfortable with the mechanics (creating articles, publishing, etc.), but I'm struggling to find training that explains:

• How Knowledge search/retrieval actually works (ranking, matching, what influences which article shows up)

• The best way to structure categories, labels/tags, and any metadata so the right content surfaces

• How to ensure only the correct information is displayed based on context - for example, we have multiple cities with different service plans and pricing, and I need agents/customers to consistently see the correct city-specific content

• Recommended approaches for organizing content at scale (e.g., "one article per city" vs shared articles + conditional routing, etc.)

I've watched a few videos and read what I could find in the docs, but I haven't found a solid "how it all links together" explanation or a practical build blueprint.

If anyone can share:

• Documentation links

• Community posts

• Training courses

• Real-world structure examples (even high-level)
  … I'd really appreciate it. Thanks in advance!

#AICopilot(Agent,SupervisorAdmin)

------------------------------
Krista Cook
Customer Success Supervisor
------------------------------