Utilisation and Adoption Workshop Series

Introduction to Knowledge Base Management on Genesys Cloud

Knowledge Base and Genesys Cloud

Build your knowledge base in the “all in one” Genesys Cloud platform to deliver consistent information to customers across channels while also increasing productivity via Agent Copilot or Bots which access Genesys Knowledge as single source of truth.

Enhance your expertise with the comprehensive Genesys Cloud platform to provide consistent and accurate information to customers across various channels. Boost productivity with Agent Copilot and Bots, leveraging Genesys Knowledge as a single source of truth.

What You’ll Learn:

• Building Your Knowledge Base: Utilise the Genesys Knowledge Workbench to create and manage your knowledge platform effectively.
• Proactive Content Delivery: Discover techniques to surface relevant content to agents during active conversations, ensuring timely and precise support.
• Chatbot and Search Facilitation: Learn to streamline chatbot flows and improve search functionality with pre-defined content for seamless customer interactions.

Join us to transform your customer service operations with robust knowledge management tools in the Genesys Cloud platform.

Agenda

• Overview of Genesys Knowledge
• Uses for the Knowledge Workbench
• How does Knowledge work with other features?
• How to start building your Knowledge Workbench
• Q&A all-throughout