An authoring tool that enables you to create and manage knowledge, view knowledge performance, and test knowledge services. Along with the search APIs, integrates with other Genesys components to enhance the customer’s self-service experience. Use to create knowledge bases that store questions that a user might ask during a message interaction, and answers to those questions. Knowledge services use natural language understanding (NLU) to surface knowledge and successfully answer customer questions.  For more information, see About the knowledge workbench.