A place to ask questions, connect with others, and stay in the know
Build your knowledge base in the Genesys Cloud platform to deliver consistent information to customers across channels while also increasing productivity via Agent Assist or chatbots which access Genesys Knowledge as a single source of truth.
Access the Webinar led by @Gregory LeMay here.
Key Takeaways
Using Genesys Cloud's native Knowledge Workbench allows for consistent messaging from agents and chatbots. https://help.mypurecloud.com/articles/surface-knowledge-automatically-with-the-genesys-agent-assist/
Knowledge Management is easy to begin and you can start by setting up your Knowledge Base today! https://help.mypurecloud.com/articles/knowledge-workbench-quick-start-guide-v2/
Articles are the building blocks of your Knowledge Base; you can enhance them with different phrasings, labels and categories, and learn tips on how to create articles here: https://help.mypurecloud.com/articles/knowledge-article-question-and-answer-creation-tips/
Track and Update Content with the Knowledge Optimizer - https://help.mypurecloud.com/articles/knowledge-optimizer-overview/
Additional Resources
Everything about the Genesys Knowledge Workbench - https://help.mypurecloud.com/articles/about-the-knowledge-workbench-v2/
Adding a Knowledge Base - https://help.mypurecloud.com/articles/add-a-knowledge-base-v2/
Knowledge Article Building Tips - https://help.mypurecloud.com/articles/knowledge-article-question-and-answer-creation-tips/
Creating Your Knowledge Base - https://help.mypurecloud.com/articles/knowledge-workbench-quick-start-guide-v2/
Organizing Articles with Categories and Labels - https://help.mypurecloud.com/articles/understand-knowledge-base-v2-categories-and-labels/
Knowledge APIs for Import/Export and more - https://developer.genesys.cloud/useragentman/knowledge/knowledge-apis
New Users
Existing Users
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources