Genesys Cloud facilitates integration with third-party knowledge bases including Salesforce Knowledge and ServiceNow Knowledge through built-in connectors, supporting deployment across Agent Copilot, Messenger, and knowledge portal applications. Configuration requires setup of Salesforce or ServiceNow connections followed by source configuration in Admin Knowledge, with customizable options for source naming, sync type selection, language preferences, channels, and category synchronization. Access requires either Genesys Cloud CX Digital licenses (Add-on II through 4) or CX 1 license with AI Experience tokens, along with Knowledge and knowledgeSetting permissions. The Knowledge Configuration preview widget, accessible via Menu > Knowledge > Knowledge Configuration in edit mode, enables users to test configurations by accepting query input and displaying results with source attribution. Users can select specific channels and touchpoints from dropdown lists, with the Virtual Agent touchpoint producing results consistent with Virtual Agents, AI guides, and agentic virtual agents. Testing is initiated by clicking Start testing and entering queries, with the preview pane generating results with source citations based on selected channel, touchpoint, sources, and search settings. The tool supports iterative configuration refinement by allowing users to edit and switch channels or touchpoints mid-testing, automatically rerunning queries with updated settings. The preview widget does not support contextual search even when the Search with context checkbox is selected; contextual search testing requires connection with an actual touchpoint. End-to-end testing with actual touchpoints is recommended to account for potential differences in knowledge response delivery across channels and modalities. Users can review generated answers and their source attributions, optionally opening full source documents via source links. A feedback mechanism is available for users to report issues such as inaccurate or incomplete information, outdated content, or usability concerns. This functionality enables validation and adjustment of configuration settings until preview results meet specified requirements before deployment.