Preview a knowledge configuration

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Genesys Cloud allows you to add a third-party knowledge base like Salesforce Knowledge or ServiceNow Knowledge to the knowledge workbench via built-in connectors. This surfaces third-party content for knowledge articles in Agent Copilot, Messenger, and the knowledge portal. To add a source, first add the Salesforce or ServiceNow integration. Then in Admin under Knowledge, click Sources to open the Sources view. Choose or create the Genesys knowledge base and click Add a Source. Name the source, choose sync type, and select the integration provider. For Salesforce, configure content selection by reviewing language, selecting channel and categories to sync. For ServiceNow, review language, select knowledge base and categories to sync. This adds the configured third-party knowledge base to Genesys Cloud.