Genesys knowledge workbench is an authoring tool that enables you to create and manage knowledge, view knowledge performance, and test knowledge services. Use the knowledge workbench to create knowledge that you can intelligently surface during bot conversations. The knowledge workbench enhances and accelerates the effectiveness of bots by managing the source for the answers to customer questions.

Add a knowledge base document variable to a task sequence

You can select a knowledge base to associate with the flow, add an Update Data action to a task, and select a knowledge base article to use in the task.

1. Click Admin.
2. Under Architect, click Architect.
3. Click Menu > Orchestration > Architect.
4. Open an existing flow or create a new one.
5. Navigate to your task.
6. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
7. In the Update Data workspace, add a meaningful name to describe the item.
8. Click next to U pdate Statements and select KnowledgeBaseDocument.
9. In the Variable Name field, type the label to identify the variable on tasks.
10. In the Value To Assign field, perform one of these steps:
    • To set the value from literal mode, click the list and select the desired knowledge base article.
    • To set the value using an expression, click the Expression modes button , select Expression, and do one of the following:
      • Add the expression inline.
      • Click to open the large expression editor and build your expression.
11. (Optional) To add another Knowledge Base Document variable, click next to U pdate Statements.