About the knowledge workbench V2
The knowledge workbench allows a knowledge author to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge articles that respond to queries by customers. To access this feature, make sure that you have access to Genesys Dialog Engine Bot Flows.
Understand the knowledge base
Add predefined questions and answers that allow knowledge services to understand and respond to conversations, and ensure that customers get the answers they need.
Work with categories and labels in the knowledge base
Add categories and labels that help you organize and create hierarchies for your knowledge base articles.
Create knowledge articles
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
- Publish the knowledge base V2
Manage knowledge articles
Modify, enable, or disable knowledge articles. View an article’s revision history. Return to a previous version of a knowledge article.
Use the knowledge optimizer to improve the health of a knowledge base
Modify, enable, or disable knowledge articles. View an article’s revision history. Return to a previous version of a knowledge article.
Use the support center with a knowledge base
The support center presents knowledge base articles to customers so that they can easily navigate the self-service experience. Customers can search within the articles, browse by categories, and initiate conversation with a chat bot or an agent.
Additional resources
Access more resources to help design and build bots and bot flows in Architect.