Knowledge portal overview

  • 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:

Learn about how to set up the knowledge portal in Set up the knowledge portal quick start guide.