Format a knowledge base V2 question and answer article

To format the content in a knowledge base article, perform the following steps. 

  1. Click Admin. 
  2. Under Knowledge, click Articles.
  3. Create a new knowledge base or open an existing one.
  4. Open an existing question and answer article or create a new one.
  5. After you add text, select from the formatting options in the toolbar:
    • Bold
    • Italic
    • Underscore
  6. To create bulleted lists, select the text for which you want to add bullet points and click Bullet Points .
  7. To create numbered lists, select the text for which you want to add numbering and click Numbered Points .  

Upload an image

To upload an image to include with the answer, follow these steps.

Note: Genesys Cloud supports the following image formats: .jpg, .jpeg, .png, and .gif.

  1. Click Image and do one of the following.
    • To select an existing image, follow these steps:
      1. Search for the image that you want to use.
      2. Click to select the image.
      3. Click Insert image.
    • To select a locally saved image, follow these steps:
      1. Click Browse for image.
      2. Drag and drop the image into the dialog box or click to search for the image that you save locally.
      3. Click Upload.
    • To select an image from a hyperlink URL, perform these steps:
      1. Click the down arrow next to Browse for image.
      2. Click Insert image from URL.
      3. Enter the URL that contains the image to add.
      4. Click Insert image.
  2. After you upload and insert an image, to link the image to a hyperlink URL, perform these steps:
    Click the image to enlarge.
    KB Create a URL for an image

    1. Double-click the inserted image.
    2. Click Create Hyperlink . The Create Hyperlink dialog box opens.
    3. In the Text to Display / Image URL box, perform one of these steps:
      • To display wording other than the URL string, enter the text to display to the customer.
      • To link the image, add the image URL.
    4. Under Link Type, select URL or E-mail.
    5. Under Target, leave the default setting unchanged.
      • For URL, the default is New tab.
      • For email, the default is Open e-mail provider.
    6. Under URL, perform one of the following steps.
      Note: Currently, the only supported transfer protocol is https.
      • For URL, add the fully qualified URL string.
      • For email, type the complete email address.
    7. Click Create.

Embed a video

To embed a video to include with the answer, follow these steps.

  1. Click Video
  2. Enter the video URL that you want to embed into the answer. 
  3. Click Save.

Add an image or email address as a hyperlink

To add an image or email address as a hyperlink to include with the answer, follow these steps.


Click the image to enlarge.
Create a knowledge base hyperlink
  1. Click Create Hyperlink . The Create Hyperlink dialog box opens.
  2. In the Text to Display / Image URL box, perform one of these steps:
    • To display wording other than the URL string, enter the text to display to the customer.
    • To link the image, add the image URL.
  3. Under Link Type, select URL or E-mail.
  4. Under Target, leave the default setting unchanged.
    • For URL, the default is New tab.
    • For email, the default is Open e-mail provider.
  5. Under URL, perform one of the following steps.
    Note: Currently, the only supported transfer protocol is https.
    • For URL, add the fully qualified URL string.
    • For email, type the complete email address.
  6. Click Create.

Save the knowledge base article

To save the knowledge base article, perform one of the following steps.

  • To save the article and continue working, click Save.
  • To save the article and close the knowledge base, click Save & Close.