Import or export articles in a knowledge base v2

You can import and export question and answer articles in CSV, JSON, and XLXS formats. For more information about how to create an FAQ, see Knowledge workbench FAQ creation tips.

Notes:
  • Make sure that you create question and answer articles in the same language as the knowledge base.
  • Questions and answers must include a minimum of five characters.

Download a knowledge base import file

You can download a knowledge base article in CSV, JSON, or XLSX formats and then modify it according to your specifications. Then, use the file to import articles into your knowledge base.

Note: Make sure that you check the status of the articles in your file. If the article status is published, then the articles are live and available to your agents and customers when you import them.

Import question and answer articles into the knowledge base

You can import question and answer articles, including linked categories and labels, in CSV, JSON, or XLSX formats to a knowledge base. If the articles do not contain categories and labels, the import process automatically creates them.

Notes:
  • You can create new or update existing articles in CSV, JSON, and XLSX formats.
  • You can import article categories and labels in CSV, JSON, and XLSX formats.

Note: The following examples illustrate an .xlsx file import. However, the process for .csv and .json files is the same.

Import a knowledge base file

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Import knowledge base articles

Validate an imported knowledge base file

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Knowledge V2 import validation success

To import a .csv, .json, or .xlsx file that contains your question and answer articles, follow these steps:

  1. Click Admin. 
  2. Under Knowledge, click Articles.
  3. Create a new knowledge base or open an existing one.
  4. Click Import. The Import Articles dialog box opens.
  5. Select the file format in which to import:
    • CSV
    • JSON
    • XLSX
  6. Click Next.
  7. Do one of the following steps:
    1. Drag and drop the file that you want to import into the Select a CSV file to upload, Select a JSON file to upload, or CSV, JSON, and XLSX box.
    2. Click the box to navigate to the appropriate location and then select your .csv, .json, or .xlsx file.
  8. Click Import. The system automatically checks for any errors in your file and returns a list of items to check before you continue.
  9. If the validation check includes no errors, click Import. The system imports the question and answer pairs as individual articles with new or links to existing categories and labels.

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Knowledge base import complete

Export question and answer articles from the knowledge base

You can export articles in CSV, JSON, and XLSX formats from a knowledge base. Exported articles include the knowledge base ID and the linked category and label structures. If the knowledge base does not have the linked categories and labels already defined, the export process automatically creates them. When you import articles in CSV, JSON, and XLSX formats to the same knowledge base, the import process updates the existing articles. When you import articles to a different knowledge base, the import process creates articles for the imported content.

Notes:
  • Genesys recommends that you use CSV to export basic FAQ knowledge.
  • Genesys recommends that you use JSON to export complex knowledge and more attribute support.
  • Genesys recommends that you use XLSX to export knowledge as a spreadsheet.

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Export knowledge base articles

To export a file that contains your question and answer articles, follow these steps:

  1. Click Admin. 
  2. Under Knowledge, click Articles.
  3. Open the knowledge base that contains the articles that you want to export.
  4. Click Export . The Export Knowledge dialog box opens.
  5. Choose the format in which to export the knowledge articles:
    • CSV
    • JSON
    • XLSX
  6. Select the articles that you want to export:
    • To export all articles in the knowledge base, leave the default All articles setting unchanged.
    • To export articles from a specific time period, click the calendar at the end of the Start and End boxes and select the time frame from which to export the articles.
  7. Click Export. The system downloads the articles into a .json file and returns a message when complete. You can select to download the file from the message link.

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Manually download KB JSON file