About the knowledge portal

AI-generated summary

Genesys Cloud knowledge portal is a self-service support solution that enables customers to search and browse knowledge base articles, chat with bots, or escalate to live agents. The portal integrates with the knowledge workbench to enhance customer experience and reduce contact volume. Key features include knowledge base search functionality, category browsing, chatbot access, and live agent escalation capabilities. Setup involves selecting a knowledge base, configuring the portal within Messenger Configurations, and deploying a deployment snippet to your hosting site. Customization options include welcome/fallback messages, header and background color settings, primary color configuration, top viewed articles display, header background images, category display with custom icons, and the ability to disable functionality or change the knowledge base. The portal improves self-service capabilities while reducing overall customer contacts.

The knowledge portal presents knowledge base articles to customers so that they can easily navigate the self-service experience. Customers can search within the articles, browse by categories, and initiate conversation with a chat bot or an agent.

Understand the knowledge portal

Learn about knowledge portal and the features that it provides. Understand how knowledge portal uses the knowledge workbench to create an enhanced customer experience. View the knowledge portal quick start guide.

Set up the knowledge portal

Follow the steps of the knowledge portal quick start guide and configure your knowledge portal under Messenger Configurations. Select a knowledge base and associated categories. Then, copy the knowledge portal deployment snippet to your hosting site.

Set up the knowledge portal: quick start guide

Customize the knowledge portal

You can customize and update the knowledge portal layout. Select a welcome message, also called a fallback message. You can also set display settings for header, background, and primary colors.

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