Preview a knowledge configuration

AI-generated summary

Genesys Cloud facilitates integration with third-party knowledge bases including Salesforce Knowledge and ServiceNow Knowledge through built-in connectors. The platform supports usage across Agent Copilot, Messenger, and knowledge portal applications. Integration requires initial setup of Salesforce or ServiceNow connections followed by source configuration in Admin Knowledge. Configuration options include source naming, sync type selection, and integration provider choice. Salesforce-specific settings allow customization of language preferences, channels, and category synchronization, while ServiceNow configuration focuses on language selection, knowledge base choice, and category sync. A preview widget enables testing of knowledge configurations through query input and results review. Access requires specific permissions including Knowledge and knowledgeSetting rights for various operations. Users can access preview functionality via Menu > Knowledge > Knowledge Configuration and iteratively refine settings. The system requires either Genesys Cloud CX Digital licenses (1 Add-on II through 4) or CX 1 license with AI Experience tokens.

PrerequisitesClick to expand

You can preview a knowledge configuration in the edit mode.

Note: The Preview widget is intended for testing purposes. You are therefore recommended to perform end-to-end testing by connecting knowledge fabric configurations with the required touchpoint in your environment. For more information, see and

Preview a knowledge configuration

Click Menu > Knowledge > Knowledge Configuration. The Knowledge Configuration view opens.
Click More against the configuration that you want to preview and select Edit. Alternatively, to open the configuration in edit mode, click the configuration name.
In the Preview widget, type your query in the Enter a query field and press Enter. Depending on the selected sources and search settings of your knowledge configuration, the preview widget generates results along with the relevant sources.
Review the sources from which the answer is generated.
Click the link to review the full source.
Review your configuration settings and tweak them until you are satisfied with the results shown.

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