Genesys Knowledge Base

  • Updated on Jun 16, 2025
  • Published on Jun 13, 2025
  • 1 minute(s) read
  • Eda Koçarslan
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To use Generative Q&A feature via Genesys integration, the user must create the knowledge base in Genesys first.

Configuration Steps

1. Create Knowledge Base in Genesys

  1. Go to Genesys Admin portal, Admin > Articles under Knowledge.
  2. You can use an existing knowledge base or create a new one.

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You can access all information about Genesys Knowledge Base in Genesys documentation.

2. Required Genesys Information

  1. Identity Base URL: Get the base URL when you login to your Genesys account.

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  1. Genesys Knowledge Base ID: Knowledge base IDs cannot be seen in Genesys portal directly, so APIs must be used. Go to Genesys API explorer and use GET knowledge/knowledgebases method. Get the ID of the knowledge base to used in the response.
    Example response:
    {
    "entities": [
    {
    "id": "bfb1c033-292a-466c-ad8b-c007c4189a7d",
    "name": "TestKnowledgeBase",
    "description": "This is a test knowledge base created using API method.",
    "coreLanguage": "en-US",
    "dateCreated": "2024-08-08T08:45:48.555Z",
    "dateModified": "2025-02-14T06:43:50.328Z",
    "faqCount": 0,
    "dateDocumentLastModified": "2025-02-14T06:43:50.328Z",
    "articleCount": 17,
    "published": true,
    "contentSearchEnabled": false,
    "selfUri": "/api/v2/knowledge/knowledgebases/bfb1c033-292a-466c-ad8b-c007c4189a7d"
    }
    ]
    }
  2. Client information: Use the client information created for Genesys-RTG integration or create a new client by following the steps mentioned here.

3. CA Configurations

  1. Go to Administration > Settings > Real-time guidance > Generative QnA
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  2. Service must be Genesys Knowledge.

  3. API address should be entered using Knowledge Base ID received in previous steps.
    Example URL: https://api.mypurecloud.de/api/v2/knowledge/knowledgebases/bfb1c033-292a-466c-ad8b-c007c4189a7d/documents
    image.png

  4. Identity base URL received in previous steps should be entered by adding /oauth/token at the end.
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  5. Client ID and client secret values received in previous steps should be entered as settings.