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. The Knowledge Configuration preview widget, accessible via Menu > Knowledge > Knowledge Configuration in edit mode, enables users to test configurations by accepting query input and displaying results with relevant source attribution. The preview widget generates search results based on selected sources and knowledge configuration settings, displaying relevant sources alongside answers, with users able to review full source documents by clicking provided links. Users can select specific channels and touchpoints from dropdown lists, with the Virtual Agent touchpoint producing results consistent with Virtual Agents, AI guides, and agentic virtual agents. Testing is initiated by clicking Start testing and entering queries in the designated field, with the preview pane generating results with source citations based on the selected channel, touchpoint, sources, and search settings. 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. The preview tool supports iterative configuration refinement by allowing users to edit and switch channels or touchpoints mid-testing, automatically rerunning queries with updated settings. End-to-end testing with actual touchpoints is recommended to account for potential differences in knowledge response delivery across channels and modalities. A feedback mechanism is available for users to report issues such as inaccurate or incomplete information, outdated content, or usability concerns, enabling continuous improvement of knowledge configurations.

PrerequisitesClick to expand

Use the preview tool to test how a knowledge configuration responds to user queries before you deploy it. You can simulate different channels and touchpoints, review the generated answers and their source citations, and verify that the configuration returns the expected results.

Notes:

The preview tool 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 tool 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 then click Edit. Alternatively, click the configuration name to open it in edit mode.
In the Preview pane, select the channel from the Channel list.
Similarly, select the touchpoint from the Touchpoint list.
Note: The Virtual Agent touchpoint produces the same results as when the knowledge configuration is used with Virtual Agents, AI guides, and agentic virtual agents.
Click Start testing.
In the Enter a query field, type a query and press Enter. Depending on the selected channel, touchpoint, sources, and search settings, the preview pane generates results along with citations of the sources.
Review the generated answer and its source citations.
(Optional) Click a source link to open the full source.
(Optional) Click Edit channel and touchpoint, and then change the channel or touchpoint. The preview tool runs the same query using the updated channel or touchpoint configuration.
Review your configuration settings and adjust them until the preview results meet your requirements.

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