Knowledge portal overview

The Genesys Cloud standalone knowledge portal uses your existing knowledge workbench articles to help answer and resolve customer questions. 

The benefits of using a support page are:

• Minimal site changes. You only need to add a link to your new page.
• Easy implementation.
• No risk of conflicting code between your site’s JavaScript and Genesys Cloud JavaScript.

A knowledge portal helps customers so that they can easily navigate the self-service experience with a search bar and category browsing. If customers require, the knowledge portal lets them interact with a conversation bot or a live agent.

Before you set up a knowledge portal, follow the procedures:

• Quick start: Set up the knowledge portal
• Add an inbound message flow
• Configure Messenger
• Deploy Messenger
• Set up the knowledge workbench

Learn about how to set up the knowledge portal in Set up the knowledge portal quick start guide.