Genesys Knowledge Center Quick Start Guide

Welcome to the Genesys Knowledge Center Quick Start Guide. This guide will help you get Genesys Knowledge Center up and running quickly by installing and working with the sample knowledge base.

Overview

The fastest way to get started with Knowledge Center is to create a sample knowledge base and try it out. After you install Knowledge Center Server, you can find the sample knowledge base in the <Knowledge Center Server Installation Folder>\server\tools\indexer folder. At that point, you can create a new knowledge base in Genesys Administrator or Knowledge Center CMS and import documents into it using the tool shipped with the Knowledge Center Server. After these steps, you are ready to work with the basic features of Knowledge Center .

For a more in-depth overview of Knowledge Center, you can read the Knowledge Center Components topic in the Deployment Guide.

Setting up your Knowledge Center

Start

1. Review the prerequisites and make sure your Genesys environment meets the requirements.
2. Define language code ("language/code=en") for the English business attribute value of Language business attribute.
   Note: you can skip this step when installing 8.5.303.xx or higher version of the product. The English language will be checked and modified by the provisioning tool during installation.
3. Configure Knowledge Center Cluster.
   Important

   Please specify the planned host and port for the Knowledge Center Server as the host and default port of the Knowledge Center Cluster. This allows the system to work without the load-balancer.
4. Configure the Knowledge Center Server applications and install the server nodes (first 4 steps of that procedure).
5. (for 8.5.302.xx and earlier) Install the Knowledge Center Plugin for Administrator.
6. (for 8.5.302.xx and earlier) Create your first knowledge base by following [+] these steps
   .

   1. Login into Genesys Administrator with the newly created agent
   2. Go to Administration > Knowledge Center
   3. Follow the steps of Selecting Knowledge Center Cluster Application and select the cluster application created in step 2.
   4. Follow the steps of Creating a Knowledge Base instruction procedure. On step 1, enter the following information:
      • ID: knowledgefaq
      • Name: Knowledge Center FAQ
      • Description: Most common question regarding Genesys Knowledge Center
      • Ensure that Knowledge base is active and Knowledge base is public are checked
      • Add English language to your Knowledge Base.
7. Install Knowlege Center CMS.
8. Create agent that will be used to work with the knowledge by following [+] these steps
   .

   1. In Genesys Administrator go to Provisioning > Accounts > Users
   2. Press the New button
   3. On the General tab enter knowledge as the user name and employee ID of the agent
   4. Press the Save and Close button
   5. In Genesys Administrator go to Provisioning > Accounts > Roles
   6. Press the New button in menu to create new role
   7. On the General tab enter Knowledge Workers in the Name field
   8. Go to the Assigned Privileges tab
   9. On the Role Privileges tab, check “Genesys Knowledge” product and add the following privileges:
      • Allows agent to change data in a knowledge base
      • Allows agent to manage knowledge bases
      • Allows agent to use reporting capabilities
   10. Go to the Configuration tab
   11. Add agent knowledge to the role
   12. Press the Save and Close button
9. (for 8.5.303.xx and after) Create agent that will be used to work with the Knowledge Center CMS by following [+] these steps
   .

   1. In Genesys Administrator go to Provisioning > Accounts > Users
   2. Press the New button
   3. On the General tab enter cms_administrator as the user name and employee ID of the agent
   4. On Member Of tab click the Add button and select Administrators Access Group, then click OK
   5. Press the Save and Close button
   6. In Genesys Administrator go to Provisioning > Accounts > Roles
   7. Click the New button in the menu to create a new role
   8. On the General tab enter Knowledge CMS Administrators in the Name field
   9. Go to the Assigned Privileges tab
   10. On the Role Privileges tab, check Genesys Knowledge Center CMS product and add the following privileges:
       
       • Administrator (allow user to carry out Administrator tasks)
   11. Go to the Configuration tab
   12. Add agent cms_administrator to the role
   13. Press the Save and Close button
10. Start your Knowledge Center CMS instance:
    
    • To start your servers from Genesys Administrator follow [+] these steps
      .

      1. Navigate to Provisioning > Environment > Applications.
      2. Select the Genesys Knowledge Center CMS application.
      3. Click Start applications in the Runtime panel.
    • To start your servers using the provided start script (server.bat on Windows and server.sh on Linux) follow [+] these steps
      .

      1. Navigate to <Knowledge Center CMS Installation Folder> and launch a console window.
      2. For Windows, type: server.bat
      3. For Linux, type: server.sh
11. (for 8.5.303.xx and after) Create your first knowledge base in Knowledge Center CMS by following [+] these steps
    .

    1. Login into Knowledge Center CMS with the cms_administrator agent
    2. Follow the steps of Creating a Knowledge Base in CMS instruction procedure. Apply the next configuration:
       • ID: knowledgefaq
       • Name: Knowledge Center FAQ
       • Description: Most common question regarding Genesys Knowledge Center
       • Ensure that Active and Public switchers active for Knowledge base
       • Select Content source: Third-party using appropriate switcher
       • Add English language to your Knowledge Base
12. Start your knowledge Center Server instance:
    
    • To start your servers from Genesys Administrator follow [+] these steps
      .

      1. Navigate to Provisioning > Environment > Applications.
      2. Select the Genesys Knowledge Center Server application.
      3. Click Start applications in the Runtime panel.
    • To start your servers using the provided start script (server.bat on Windows and server.sh on Linux) follow [+] these steps
      .

      1. Navigate to <Knowledge Center Server Installation Folder>\server and launch a console window.
      2. For Windows, type: server.bat
      3. For Linux, type: server.sh
13. Import first knowledge into your knowledge base by following [+] these steps
    .

    1. In Windows Explorer, navigate to <Knowledge Center Server Installation Path>\server\tools\indexer folder
    2. In importFAQ.bat change [host] and [port] to the actual host and port that Knowledge Center Server runs on.
    3. Run importFAQ.bat
    Important

    The example below imports knowledgeFAQ.xml that is shipped with Knowledge Center Server into the knowledge base named knowledgefaq on behalf of the agent named knowledge. The most recent version of the frequently asked questions is downloadable from here.

End

Using the Sample UI

Congratulations! You are ready to use Genesys Knowledge Center. For sandbox testing, try using the Sample UI web application, whose components are available at:

• http://host:port/gks-server—The Knowledge Center Server
• http://host:port/gks-sample-ui—The Sample UI sandbox

Sample UI Main Questions

For more information on using the Sample UI, consult the Deployment Guide.