A place to ask questions, connect with others, and stay in the know
In this video @Fegy Simon discusses a new feature "Content based search for knowledge articles" Knowledge authors can now enable article content search to ensure that the knowledge search service looks for relevant results within the body of the knowledge article, in addition to titles and...
In this video, @Santosh Bhandari discusses a new feature "Knowledge workbench connectors for Salesforce and ServiceNow" Genesys Cloud introduces built-in knowledge base connectors for Salesforce and ServiceNow. This feature enables knowledge authors to add and configure third-party content...
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In this video @Rebecca Harper talks about the updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard Genesys implemented a new event, "nKnowledgeDocumentViewed", to more accurately represent the top knowledge articles that...
20240527_FeatureReview_CX_Updated analytics event for top viewed articles in Knowledge Optimizer_RH.mp4
In this video, @Guru Prasadh Jeevan Rao and I talk about how to control knowledge behavior from start to finish in Architect digital bot flows. Advanced flow authors can now create and designate a reusable task that runs immediately after the bot finds a match to one or more knowledge...
20242904_FeatureReview_DX_Digital_Control knowledge behavior from start to finish in Architect digital bot flows_RH GP.mp4
In this video @Guru Prasadh Jeevan Rao & @Rebecca Harper talk about customized knowledge touchpoints for Predictive Engagement customer and journey attributes and surfacing article variations by Predictive Engagement segments for the Messenger Knowledge App. Knowledge authors can now...
20240228_20240214_FeatureReview_CX_AI_Surface article variations by GPE segments_RH_GP.mp4
In this video @Brian Feeney , talks about advanced filtering and customizable columns for knowledge bases. Knowledge authors can now apply advanced filtering to sort the list of articles and also customize which columns appear in a knowledge base. These improvements help knowledge authors...
20231004_FeatureReview_DX_Digital_KnowledgeFilteringAndColumns_BF.mp4
In this video @Brian Feeney talks about Knowledge Optimizer unanswered queries improvements. Genesys Cloud improved the grouping and visual indicators for the knowledge optimizer. High, medium, and low impact tiles now appear with different background colors. Also, administrators can now...
20230927_FeatureReview_DX_Digital_KnowledgeOptimizer_BF_1.mp4
In this video Guru presents the feature - "Knowledge articles in Messenger " Administrators can now enable knowledge articles in a Messenger configuration and link an existing knowledge base to that configuration. Customers can then search and browse knowledge articles in the Messenger...
FeatureReview_DX_Digital Web & Mobile Messaging_Knowledge articles in Messenger_GP_20230301.mp4
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