About the knowledge workbench

The knowledge workbench allows a knowledge author to create and manage knowledge documents, train the search algorithms, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge documents that respond to queries by customers. To access this feature, make sure that you have access to Genesys Dialog Engine Bot Flows. Currently, the knowledge workbench supports language search in English and German. 


Understand the knowledge workbench


Work with questions and answer pairs in the knowledge workbench


Work with feedback in the knowledge workbench

Access the knowledge workbench and approve or reject feedback.


Use knowledge base question and answer pairs in interaction flows

Use knowledge base question and answer pairs in Architect interaction flows.