About the knowledge workbench V2

Feature coming soon

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


Create knowledge articles 


Manage knowledge articles

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