On May 29, 2023, Genesys will remove the ability to use the original Genesys knowledge workbench V1. 

FAQs

Am I affected?

The deprecation affects customers who use the original Genesys knowledge workbench V1 through Genesys Dialog Engine Bot Flows and customers who use Genesys knowledge workbench v1 through the legacy Genesys Dialog Engine.

This deprecation does not affect customers who use Genesys Digital Bot Flows or customers who use Genesys knowledge workbench V2.

What do I need to do before the removal date?

Genesys recommends that customers who use the legacy Genesys Dialog Engine should make a copy of their articles and knowledge bases. Genesys recommends that Genesys Dialog Engine Bot Flow customers who need to create a backup of their Genesys knowledge workbench v1 should contact My Support.

Genesys also recommends that customers use Genesys Dialog Engine Bot Flows and the knowledge workbench V2 going forward.

How do I know if my knowledge workbench is V1 or V2?

Customers who use Genesys Dialog Engine Bot Flows or Genesys Digital Bot Flows with knowledge also now use the knowledge workbench V2. Customers who use the legacy Genesys Dialog Engine also use the knowledge workbench V1.

Customers who access the knowledge workbench from a region-specific URL use the knowledge workbench V1.

Show me knowledge workbench V1Click to expand

Customers who access the knowledge workbench from Genesys Cloud Admin > Knowledge or from Architect use the knowledge workbench V2.

Show me knowledge workbench V2Click to expand

What happens after the removal date?

Legacy Genesys Dialog Engine customers will no longer see the Knowledge tab in their workbench. All knowledge workbench V1 knowledge bases will be deleted and knowledge workbench V1 APIs are deprecated.

Who should I contact if I need help or have additional questions?

Reach out to your local Genesys representative or contact My Support.