Genesys Cloud provides integrated knowledge management capabilities through built-in connectors to third-party knowledge bases including Salesforce Knowledge and ServiceNow Knowledge, supporting Agent Copilot, Messenger, and knowledge portal interfaces. The Knowledge Configuration view enables administrators to view, edit, duplicate, and delete configurations while displaying configuration name, description, linked touchpoints, and modification timestamps. Source configurations support customization by language, channel, and category, with real-time changes immediately affecting associated touchpoints. Access requires Genesys Cloud CX Digital packages or AI Experience tokens, along with specific permissions including Knowledge and Analytics access with capabilities for Add, View, Edit, Delete, and Search Preview functions. Configuration management operations include editing existing configurations, duplicating configurations to preserve original settings while creating new instances, and deleting configurations through dedicated dialog boxes. The duplication feature allows users to create copies of existing configurations by entering a new name, automatically replicating all settings from the original configuration to the new record displayed in the configuration list. The deletion function, accessible through the Knowledge Configuration view via a More menu option, removes configurations with a confirmation dialog; however, deleting configurations already in use impacts associated touchpoints. Full functionality requires Knowledge > All permissions and Analytics > Knowledge Aggregate > All permissions. Administrators can customize knowledge portal appearance and integrate with knowledge fabric sources, with changes to active configurations directly impacting associated touchpoints. Related functionality encompasses knowledge configuration creation, preview capabilities, knowledge workbench V2 support, knowledge fabric source management, and the ability to connect guides to knowledge bases or configurations. The platform includes a feedback mechanism for reporting documentation issues and provides community support access, allowing users to report inaccurate or incomplete information, outdated content, or unclear presentation, with options to specify user roles including Agent, Administrator, Developer/Engineer, Partner, Supervisor, and Support.