Format a knowledge base V2 question and answer article

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

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

  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 .  
  8. To upload an image to include with the answer, follow these steps:
    1. Click Image . The Import Image dialog box opens.
    2. 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.
    3. 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.
    4. To select an image from a fully formed 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.
  9. 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.
  10. To create a hyperlink, follow these steps:
    1. Click Create Hyperlink . The Create Hyperlink dialog box opens.
    2. Under Text to Display, enter the wording that you want the reader to see.
    3. Under Link Type, leave the default URL unchanged.
    4. Under Target, leave the default New window unchanged.
    5. Under URL, enter the fully formed URL to which you want to link.
    6. Click Create.
  11. To save the article, perform one of these steps:
    • To save the article and continue working, click Save.
    • To save the article and close the knowledge base, click Save & Close.