Knowledge configuration allows administrators to define how knowledge is accessed and presented across Genesys touchpoints, such as Agent Copilot and Virtual Agent. It enables a tailored, intelligent search and answer experience for your organization.

Enter basic details

1. Click Menu > Knowledge > Knowledge Configuration. The Knowledge Configuration view opens.
2. Click Create configuration.
3. To add a configuration name, click Enter configuration name here. The Rename configuration dialog box appears.
4. Enter a unique name. The name must have a minimum of two characters and it is case-sensitive. 
5. (Optional) To add a description, click Add description. The Configuration description box appears.
6. (Optional) Enter a meaningful description and click Save. 

Select knowledge sources

1. In the Knowledge source section, select one or more knowledge fabric sources (SharePoint connector) from the Source list. The system queries only these selected sources at runtime.
2. (Optional) If you want to clear the selection, click X on the Source list. 
3. Under Selected sources, review the names of the selected sources.
4. Under Filtering, select and apply metadata-based filters. You can use these metadata filters to ensure that each touchpoint accesses only relevant knowledge, reducing content duplication across sources and use cases.
   Note: Genesys Cloud supports retrieval of tags from source types such as File Connector and SharePoint. For SharePoint sources, knowledge configuration supports only Managed Metadata (SharePoint Term Store) and does not support any other column types. If you use column values like Choice or Location to categorize your data, Genesys recommends migrating them into Managed Metadata.
   1. Click Add criteria and select the following filter conditions:
      • ALL: Content must contain all selected tags to be included. You can use this condition only once.
      • ANY: Content must contain at least one of the selected tags to be included. You can use this condition up to five times.
      • NONE: Content must contain none of the selected tags to be included. You can use this condition only once.
   2. After selecting one or more conditions, click the Select metadata list and choose the tags that you want to add to each condition. When multiple conditions are selected, the system combines them using the AND operator.
      Note: As you select tags, each source name in the Selected Sources section displays a count of the content items that match the selected tags.

Configure search and answer settings

1. Turn Search with context on or off depending on whether you want to keep context throughout different queries or not.
   Note: When enabled, previous conversation turns are included in the search query, allowing the AI to generate more relevant, context-aware answers. Contextual answers are especially useful in multi-turn conversations while non-contextual search includes only the latest user query.
2. Turn Answer generation on or off depending on whether you want to display AI-powered answer generation or not.
3. If you turn on Answer generation, you can select the language used for displaying AI-generated answers.
   Note: The answer generation language is used only for previewing. For an associated touchpoint, the system uses the language configured for the touchpoint.

Preview the knowledge configuration

Before selecting a knowledge configuration in the Genesys touchpoints, it is recommended that you preview the configuration and ensure that the selected source is queried and presented properly. For more information, see Preview a knowledge configuration.

Save the knowledge configuration

After entering all the required details, click Create. 

For more information about editing or deleting an existing knowledge configuration, see Manage knowledge configurations.