Quick start: Set up the knowledge portal
AI-generated summary
Genesys Cloud provides a comprehensive knowledge portal solution that enables customer self-service access to answers for common questions through integration with Messenger configurations. The implementation process requires enabling knowledge portal functionality within Messenger Configurations, selecting a knowledge base with specific categories, and customizing welcome and fallback messages that display when customers visit the portal or encounter no search results. Portal appearance can be further customized through Display settings, including modifications to header background color, global background color, and primary color.
Deployment of the knowledge portal involves creating a Messenger Deployment, assigning a published inbound message flow, and obtaining an HTML snippet for integration into the hosting website's header section. The snippet requires a corresponding div tag with the ID "genesys-support-center" to ensure proper portal display on the host site.
Successful implementation requires a Genesys Cloud CX license (versions 1 through 4 with Digital Add-on options or AI Experience), an existing knowledge base, and specific permissions spanning Architect Flow management, Message Routing, Queue management, and Web Deployments configuration and deployment functions. IT administrator access is necessary for deploying the snippet on the hosting site.
Genesys Cloud incorporates a support center feedback mechanism that collects user input on documentation quality and helpfulness. Users can indicate article usefulness, specify feedback reasons across categories addressing both negative aspects such as inaccurate or outdated content and positive aspects such as clarity and navigation ease, and identify their organizational role including Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support. The feedback process requires email submission and acknowledgment of the Genesys Cloud privacy policy. The platform additionally offers community support resources and suggests related articles to facilitate user access to supplementary information.
- 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, Genesys Cloud CX 4 or Genesys Cloud CX AI Experience license
- A working knowledge base
- The following permissions:
- Architect > Flow – Add
- Architect > Flow – Edit
- Architect > Flow – View
- Routing > Message – Manage
- Routing > Queue – Add, Delete, Join, and View
- All permissions under:
- Web Deployments – Configurations
- Web Deployments – Deployments
This article describes how to set up your knowledge portal for Genesys Cloud.
Step 1: Configure the knowledge portal
This section describes how to configure the knowledge portal.
- Click Menu > Digital and Telephony > Message > Messenger Configurations. The Messenger Configurations tab appears by default.
- In the Messenger Configurations tab, click New Setup.
- Click the knowledge portal tab.
- Enable the knowledge portal functionality.
- Under Customize messages, enter a customized Welcome note and a Fallback message.
- The Welcome note welcomes the customer when they visit the knowledge portal page.
- The Fallback message is the message that appears to customers when their search shows no relevant results.
- Under Components, select the knowledge base and the categories you want the knowledge portal to use.
- Click the Knowledge Base list and choose the knowledge base to use.
- Click Category browsing and select the wanted categories.
- (Optional) Under Display, determine the header background color, global background color, and primary color.
- Under Customize messages, enter a customized Welcome note and a Fallback message.
- To continue to the knowledge portal configuration, click Save Draft.
- To save the completed configuration, click Save New Version.
Click the image to enlarge.
Step 2: Deploy the knowledge portal snippet
This section describes how to deploy the knowledge portal.
- Click Menu > Digital and Telephony > Message > Messenger Deployments.
- Click New Deployment.
- Enter a name and description.
- Under Status, use the toggle to set the status of the Messenger deployment.
- Under Select your Configuration, click Select Configuration to select the knowledge portal configuration to assign to this deployment.
- Under Select your Architect Flow, select a published inbound message flow.
- Click Save. The knowledge portal Deployments page now displays the snippet and deployment key.
- Under Deploy your snippet, click Copy to Clipboard to copy the code.
Note: These steps require IT administrator access. Contact your IT department.
- Paste the HTML snippet you copied at Deploy your snippet in the
headersection of the site on which you want to host the knowledge portal. - Insert a
divtag in the HTML code of the site on which you want to host the knowledge portal. Include the IDgenesys-support-centerin thedivtag. This ID pairs up with the embedded HTML snippet to display your knowledge portal.
Example ID code:<div id="genesys-support-center"></div>
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