Genesys Cloud's knowledge portal includes a "Top Viewed Articles" feature that displays the six most-viewed articles in an FAQ box on the portal homepage to enhance self-service access to frequently accessed content. Administrators enable this functionality by toggling the "Top Viewed Articles" component within Messenger Configuration settings under the Knowledge portal tab (Menu > Digital and Telephony > Message > Messenger Configurations). The system automatically surfaces articles based on view count analytics without manual administrator control over specific article selection. Implementation requires one of the licenses: 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. Required permissions include Architect Flow (Add, Edit, View), Routing Message (Manage), Routing Queue (Add, Delete, Join, View), and Web Deployments Configurations and Deployments (All). An active knowledge portal must exist prior to implementation. Configuration is completed by navigating to the appropriate Messenger Configuration, accessing the Knowledge portal tab, and toggling Top Viewed Articles to On