Add question and answer articles to a knowledge base V2

AI-generated summary

Genesys Cloud enables users to add question and answer articles to knowledge bases for use in bots, with support for multiple question variations to train AI models on different customer inquiry phrasings. Articles must meet specific requirements: minimum five characters for questions and answers, titles cannot contain special characters (~` ^ * = | < > "), and content is limited to 190 KB per article. Knowledge bases support a maximum of 15,000 articles per base and 500 bases per organization, with a 20,000-word limit per variation. To create articles, users navigate to Menu > Knowledge > Articles, select or create a knowledge base, and click Create Article to enter the title (3-2, recommended), optional category and label selections (100 character maximum), and answer content. Articles can be formatted and saved either to continue working or to close the knowledge base. Category name modifications do not automatically update assigned articles; republishing is required to reflect changes. Additional resources include FAQ creation tips and detailed limitations documentation in the Developer Center

After you create a knowledge base, you can add question and answer articles to use in bots.

You can also add varieties of the initial question. This feature helps train the AI model for the different ways that a customer asks a question.

Add question and answer articles to the knowledge base

Notes:

Make sure that you create question and answer articles in the same language as the knowledge base.
Questions and answers must include a minimum of five characters.
The article title cannot contain any of these characters: ~` ^ * = | < > “.
The maximum size of article content or uploaded file size is 190 KB.
The maximum number of articles in a knowledge base is 15,000.
The maximum number of knowledge bases in a single organization is 500.
The maximum word count in a knowledge base variation is 20000.
If you modify the Category name, articles assigned with that category do not update the new category name automatically. To ensure that the new category name appears, republish the articles.
For more information about limitations, see Limits > Knowledge in the Developer Center">Limits > Knowledge in the Developer Center. For more information about how to create an FAQ, see Knowledge workbench FAQ creation tips.

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To add a new question and answer article to your knowledge base, follow these steps:

Click Menu > Knowledge > Knowledge Content > Articles.
Create a new knowledge base or open an existing one.
Click Create Article. The Question & Answer page opens.
Under Title, add the knowledge article question. The minimum is three characters and recommended no more than 2,000 characters.
(Optional) Under Category, select an existing question and answer category from the list.
(Optional) Under Label, select a predefined tag from the list. The maximum is 100 characters.
In the Content for the answer box, add the knowledge article answer.
(Optional) Format the article content.
To save the knowledge base article, perform one of the following steps.
- To save the article and continue working, click Save.
- To save the article and close the knowledge base, click Save & Close.

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Add question and answer articles to the knowledge base

Notes:

Make sure that you create question and answer articles in the same language as the knowledge base.
Questions and answers must include a minimum of five characters.
The article title cannot contain any of these characters: ~` ^ * = | < > “.
The maximum size of article content or uploaded file size is 190 KB.
The maximum number of articles in a knowledge base is 15,000.
The maximum number of knowledge bases in a single organization is 500.
The maximum word count in a knowledge base variation is 20000.
If you modify the Category name, articles assigned with that category do not update the new category name automatically. To ensure that the new category name appears, republish the articles.
For more information about limitations, see Limits > Knowledge in the Developer Center">Limits > Knowledge in the Developer Center. For more information about how to create an FAQ, see Knowledge workbench FAQ creation tips.

Show meClick to expand

To add a new question and answer article to your knowledge base, follow these steps:

Click Menu > Knowledge > Knowledge Content > Articles.

or open an existing one.

Click Create Article. The Question & Answer page opens.

Under Title, add the knowledge article question. The minimum is three characters and recommended no more than 2,000 characters.

(Optional) Under Category, select an existing question and answer category from the list.

(Optional) Under Label, select a predefined tag from the list. The maximum is 100 characters.

In the Content for the answer box, add the knowledge article answer.

(Optional) .

To save the knowledge base article, perform one of the following steps.

To save the article and continue working, click Save.
To save the article and close the knowledge base, click Save & Close.

Add question and answer articles to a knowledge base V2

Add question and answer articles to the knowledge base

Create a new question and answer article

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Add question and answer articles to a knowledge base V2

Add question and answer articles to the knowledge base

Create a new question and answer article

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