Knowledge portal overview
Prerequisites
- Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience license
The following permissions:
- Architect > Flow > Add
- Architect > Flow > Edit
- Architect > Flow > View
- Routing > Message > Manage
- Routing > Queue > Add, Delete, Join, and View
- Web Deployments > Configurations > All
- Web Deployments > Deployments > All
- An active knowledge portal
The Genesys Cloud standalone knowledge portal uses your existing knowledge workbench articles to help answer and resolve customer questions.
The benefits of using a support page are:
- Minimal site changes. You only need to add a link to your new page.
- Easy implementation.
- No risk of conflicting code between your site’s JavaScript and Genesys Cloud JavaScript.
A knowledge portal helps customers so that they can easily navigate the self-service experience with a search bar and category browsing. If customers require, the knowledge portal lets them interact with a conversation bot or a live agent.
Before you set up a knowledge portal, follow the procedures:
- Quick start: set up your organization
- Add an inbound message flow
- Configure Messenger
- Deploy Messenger
- Set up the knowledge workbench
Learn about how to set up the knowledge portal in Set up the knowledge portal quick start guide.
