Contents
Knowledge Base
The Genesys Knowledge Base, which is available from My Support, enables you to access an extensive database of technical solutions, product advisories, and other knowledge articles designed to answer questions, provide how-to information, communicate best practices, and minimize the effort required for issue identification and resolution. You can also find technical manuals and release notes in the Knowledge Base as well as on the Genesys Technical Documentation site.
To search the Knowledge Base, login to My Support and click Knowledge Search in the top navigation bar, or enter a topic in the Find Articles box on the left and click the search icon.
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|-| Article Alerts=
How to Create Article Alerts
Article Alerts provide My Support users with email notifications when Knowledge Base articles are created or updated. The notifications can be set to Daily or Weekly. There are four kinds of alerts:
- Article Alerts
- Category Alerts
- Article Type Alerts
- Category and Article Type Alerts
Article Alerts
These are direct alerts. You can create this alert when viewing an article. In the top right of the article, click on "Create Alert." It will change to "Cancel Alert." You have now subscribed for alerts when this article is updated. To cancel this alert when viewing the article, click on "Cancel Alert." You can also go to "Manage Article Alerts" (link in left hand bar), select "Article Alerts" in the drop-down list and delete the alert listed.
Category and Article Type Alerts
These are indirect alerts. You can create this alert by going to "Manage Article Alerts" (link in left hand bar). Click on "Subscribe to Categories and Article Types."
Category Alerts
Select the Product Line and Product you want alerts on, and click the "Create Alert" button directly underneath. You can select multiple Products.
Article Type Alerts
Select the article type you want alerts on (for example: Release Notes), and click the "Create Alert" button directly underneath.
Category and Article Type Alerts
Select the Product Line/ Product and the article type you want alerts on, and click the "Create Alert" button under Category and Article Type Alerts.
|-| Alert Preferences=
Email and Alert Preferences
Email Frequency
For each Alert, you can select the frequency and the type of changes that would trigger an email. These selections can be made by editing an alert after it has been created. You can set the frequency of the email notifications to either "1 per Day" or "1 per Week."
Alert Preferences
You can also set what changes would trigger an email. You can set them to “New and Updated Articles”, “Only New Articles”, or “Only Updated Articles”.
|-| Favorites=
How to Manage Article Favorites
Favorites allow My Support users to create a personal list of articles. The favorites list can be seen by selecting “Manage Favorites” in the left hand bar.
Creating Favorites
When viewing an article, simply click on the grey heart icon at the top right. It will change to a red color. This article is now one of your Favorites. To remove the Favorite, click on the red heart icon and it will turn grey again.
Managing Favorites You can view a full list of your Favorite Articles to manage them. In the left hand bar, select “Manage Favorites”. You can now see all your Favorites. To remove a Favorite, select the “Del” link next to the Favorite you want to remove.
|-| Search Tips=
Article Search Tips
Searching for Articles
You can search for articles on the My Support "Home" page using the Find Articles search box in the left hand menu bar. Simply enter the question or text you want to search on and click on the magnifier button.
Search Results
Your search results will be listed in order of relevance. Simply click on the title of the search result to view the article. To see more results, click on the next link at the bottom right of the results.
Narrow Results
To refine or narrow your results list, you can select one of the options on the right hand menu. You can filter by Product Line, Product, Major Release and Article Type. Selecting one of these filters will dynamically change the results list.
Please note that Product Line and Product are linked. If you select a Product Line, the list of Products will show only those related to that Product Line. Genesys recommends you start out with a text search and then filter if required.
Wildcards
Article Search supports the use of a wildcard *, which expands the search term. For example:
orang* would find articles that contain “orange” and “oranges.”
Operators
Article Search supports the use of operators: and, or, and not. For example:
apples and oranges would find articles with both apples and oranges in the text.
apples or oranges would find articles with either apples or oranges in the text, but not both.
Finally, apples and not oranges would find articles with only apples, no mention of oranges.
Exact Phrase Searches
Article Search supports the use of quotation marks to enforce exact search terms. For example:
“apples and oranges” would find articles that have apples and oranges in the text, but would not find articles with oranges and apples, or the individual words apples and oranges that are separated by other text.