About the knowledge workbench V2

Add predefined questions and answers that allow knowledge services to understand and respond to conversations, and ensure that customers get the answers they need.

• Knowledge workbench V2 overview
• Knowledge article question and answer creation tips
• Knowledge workbench V2 supported configuration 
• Knowledge workbench quick start guide V2
• Add a knowledge base V2
• Understand confidence levels
• Knowledge base content search overview

Add categories and labels that help you organize and create hierarchies for your knowledge base articles.

• Understand knowledge base V2 categories and labels
• Channel, bot, and touchpoint capabilities feature comparison 
• Add categories to a knowledge base V2
• Manage knowledge base V2 categories
• Add labels to a knowledge base V2
• Manage knowledge base V2 labels

Access the knowledge base and add, train, and test knowledge question and answer articles.

• Understand knowledge base V2 question and answer articles
• Add question and answer articles to a knowledge base V2
• Import or export articles to a knowledge base V2
• Add phrases to a knowledge base V2 article
• Add categories to a knowledge base V2 article
• Add labels to a knowledge base V2 article
• Format a knowledge base V2 question and answer article
• Test queries in a knowledge base V2
• Preview a knowledge workbench V2 article
• Publish an article in the knowledge base V2

Article touchpoint variations enable you to tailor the same answer according to a specific touchpoint. These touchpoints include Agent Assist, Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge portal, and Knowledge app for Messenger.

• Article touchpoint and segment overview
• Add a touchpoint or segment for a knowledge base article
• Edit a touchpoint in a knowledge base article

Modify, enable, or disable knowledge articles. View an article’s revision history. Return to a previous version of a knowledge article.

• Knowledge Performance dashboard
• Edit or delete a knowledge base V2 article
• Edit multiple knowledge base articles at once
• Review knowledge article feedback
• Include or exclude articles from knowledge surfacing
• Filter knowledge base V2 articles
• View and restore previous versions of a knowledge base article

Add and connect a third-party knowledge base integration provider to the knowledge workbench from either the Sources page or the Integrations page. After you add the integration provider, install and configure it..

• Built-in connectors for knowledge articles
• Add a third-party knowledge base integration provider
• Add a third-party knowledge base to the knowledge workbench
• Edit a third-party knowledge base source
• Manage third-party knowledge base activity