Knowledge workbench overview

Genesys no longer offers the original knowledge workbench version. Customers can continue to use an existing original knowledge workbench installation; however, Genesys encourages existing knowledge workbench customers to migrate to knowledge workbench V2. For more information, see About the knowledge workbench V2.

Prerequisites
  • Access to Genesys Dialog Engine Bot Flows
  • Knowledge > Knowledgebase > Add, Delete, Edit, Search, View permissions

Genesys knowledge workbench is an authoring tool that enables a knowledge author to create and manage knowledge, view knowledge performance, test, and train feedback to train knowledge services. The knowledge workbench enhances the customer’s self-service experience. Knowledge services use natural language understanding (NLU) to surface knowledge and successfully answer customer questions.

You can use the knowledge workbench to manage and surface knowledge in several ways: 

  • Native Genesys applications
  • API

Knowledge workbench and native Genesys applications

Use the knowledge workbench to facilitate self-service for your customer. With Genesys applications such as Architect and Architect Dialog Engine, you can create bot flows that return knowledge. With Genesys applications, use the knowledge workbench to surface knowledge to Genesys agents. 

Knowledge workbench and APIs

Use the Genesys knowledge API to:

  • Create, edit, and manage documents
  • Create, edit, and manage categories
  • Surface knowledge
  • Capture and provide feedback
  • Incorporate learning

For more information, see Knowledge Overview in the Genesys Cloud Developer Center.