Skip to main content

Create a knowledge configuration

Knowledge configuration allows administrators to define how knowledge is accessed and presented across Genesys touchpoints, such as Agent Copilot and Virtual Agent. It enables a tailored, intelligent search and answer experience for your organization.

Note: Only indexed and ready-to-search sources are made available for knowledge configuration.

Enter basic details

  1. Click Menu > Knowledge > Knowledge Configuration. The Knowledge Configuration view opens.
  2. Click Create configuration.
  3. To add a configuration name, click Enter configuration name here. The Rename configuration dialog box appears.
  4. Enter a unique name. The name must have a minimum of two characters and it is case-sensitive. 
  5. (Optional) To add a description, click Add description. The Configuration description box appears.
  6. (Optional) Enter a meaningful description and click Save. 

Select knowledge sources

  1. In the Knowledge source section, select one or more knowledge fabric sources (SharePoint connector) from the Source list. The system queries only these selected sources at runtime.
  2. (Optional) If you want to clear the selection, click X on the Source list. 

      Configure search and answer settings

      1. Turn Search with context on or off depending on whether you want to keep context throughout different queries or not.
        Note: When enabled, previous conversation turns are included in the search query, allowing the AI to generate more relevant, context-aware answers. Contextual answers are especially useful in multi-turn conversations while non-contextual search includes only the latest user query.
      2. Turn Answer generation on or off depending on whether you want to display AI-powered answer generation or not.
      3. If you turn on Answer generation, you can select the language used for displaying AI-generated answers.
        Note: The answer generation language is used only for previewing. For an associated touchpoint, the system uses the language configured for the touchpoint.

      Preview the knowledge configuration

      Before selecting a knowledge configuration in the Genesys touchpoints, it is recommended that you test the configuration and ensure that the selected source is queried and presented properly.

      Note: To use the Preview widget, you must name your configuration first.
      1. 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. 
      2. Review the sources from which the answer is generated. You can click the source file to access it via SharePoint.
      3. Review your configuration settings and tweak them until you are satisfied with the results shown. 

      Save the knowledge configuration

      After entering all the required details, click Create.