Genesys Knowledge Base

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.

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.

2. 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"
   }
   ]
   }
3. 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
   

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
   

4. Identity base URL received in previous steps should be entered by adding /oauth/token at the end.
   

5. Client ID and client secret values received in previous steps should be entered as settings.