Preview a knowledge configuration

AI-generated summary

Genesys Cloud facilitates integration with third-party knowledge bases including Salesforce Knowledge and ServiceNow Knowledge through built-in connectors, supporting deployment across Agent Copilot, Messenger, and knowledge portal applications. Configuration requires initial setup of Salesforce or ServiceNow connections followed by source configuration in Admin Knowledge, with customizable options for source naming, sync type selection, language preferences, channels, and category synchronization. Access to knowledge integration features requires either Genesys Cloud CX Digital licenses (Add-on II through 4) or CX 1 license with AI Experience tokens, along with specific permissions including Knowledge and knowledgeSetting rights. A preview widget enables testing of knowledge configurations by accepting query input and displaying results with relevant source attribution, accessible via Menu > Knowledge > Knowledge Configuration in edit mode for iterative refinement of settings based on results. The preview widget is intended for testing purposes and generates search results based on selected sources and knowledge configuration settings, displaying relevant sources alongside answers. Users can review full source documents by clicking provided links and adjust configuration settings to optimize result quality. However, the preview widget does not support contextual search even when the Search with context checkbox is selected; contextual search testing requires connection with an actual touchpoint. End-to-end testing with actual touchpoints is recommended to account for potential differences in knowledge response delivery across channels and modalities. The preview functionality supports iterative refinement of knowledge configurations to ensure satisfactory output. A feedback mechanism is available for users to report issues such as inaccurate or incomplete information, outdated content, or usability concerns, with options to specify user roles including Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support. Related resources include guidance on knowledge fabric management, SharePoint source integration, knowledge configuration creation, and documentation addressing discrepancies between preview widget results and responses across other touchpoints.

PrerequisitesClick to expand

You can preview a knowledge configuration when creating or editing it.

Notes:

The Preview widget is intended for testing purposes. You are therefore recommended to perform end-to-end testing by connecting knowledge fabric configurations with the required touchpoint in your environment. For more information, see Why do knowledge responses differ between the Preview widget and other touchpoints? and Why do knowledge answers differ between voice and digital channels?
The Preview widget does not support contextual search even when the Search with context checkbox is selected. You can test contextual search by connecting the knowledge fabric configuration with a touchpoint.

To preview a knowledge configuration, follow these steps:

Click Menu > Knowledge > Knowledge Configuration. The Knowledge Configuration view opens.
Click More against the configuration that you want to preview and select Edit. Alternatively, to open the configuration in edit mode, click the configuration name.
In the Preview widget, type your query in the Enter a query field and press Enter. Depending on the selected sources and search settings of your knowledge configuration, the preview widget generates results along with the relevant sources.
Review the sources from which the answer is generated.
Click the link to review the full source.
Review your configuration settings and tweak them until you are satisfied with the results shown.

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