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 the Knowledge tile or enter a topic directly into the Search box.

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|-| Search Alerts=

Search Alerts allow you to create an email subscription based on your search results. When a document is updated that matches the search results, you will receive an email. Emails are sent either daily or weekly.

How to Create Search Alerts

Start at your Knowledge Search results page. You can search using keywords in the text field, as well as narrow down your search by selecting different Knowledge Sources. You can also narrow down the search using the filters on the left hand side. Please note that different sources will show different filters.

Once you have your search specified, click the "wrench" icon on the right side of the search text box, and select "Follow Query".

|-| 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" which can be located by clicking the Knowledge tile, select "Article Type 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" located by clicking the Knowledge tile. Click on "Subscribe to Categories and Article Types."

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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.

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Article Type Alerts

Select the article type you want alerts on (for example: Release Notes), and click the "Create Alert" button directly underneath.

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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.

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|-| Advisories=

Security and Product Advisories

Subscribe to Advisories

As described under Article Type Alerts, you can subscribe to specific article alerts to stay informed on current product information. Genesys recommends that all Designated Contacts, at minimum, subscribe to Genesys Security Advisories to get immediate notification on critical security notices.

To subscribe to Security Advisories, login to My Support. Then,

• Click Manage Article Alerts located by clicking the Knowledge tile.
• Click the button Subscribe to Categories and Article Types on the next screen.
• In the Article Type Alerts section of the next screen, select Security Advisories from the Article Type dropdown list.
• Click Create Alert.

To subscribe to Product Advisories, login to My Support. Then,

• Click Manage Article Alerts located by clicking the Knowledge tile.
• Click the button Subscribe to Categories and Article Types on the next screen.
• In the Article Type Alerts section of the next screen, select Product Advisories from the Article Type dropdown list.
• Click Create Alert.

Search for Security Advisories

To find Security Advisories in Knowledge Search, you can use this link:
Security Advisories Search

You can also find Security Advisories by:

• Login to My Support.
• Type Security in the Search box and click enter.
• On the left hand sidebar, click on the Knowledge Sources dropdown list and select "Customer Care Articles"
• On the left hand sidebar, under Article Type, select "Security Advisories"

If you want to see the latest Security Advisories at the top of the results list:

• At the top right of the Results List are two words "Relevance Date"
• Click on Date

|-| 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 the “Knowledge” tile.

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. Click the Knowledge tile then 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=

Knowledge Search Tips

You can search for knowledge articles and other content on the My Support "Home" page using the Search box. Simply enter the question or text you want to search on and click on the magnifier button. You can also click on Knowledge tile.

Search Results

Your search results will be listed in order of Relevance by default. Select Date to sort by date. Select it again to change the date order (new->old, old->new).

Knowledge Sources

At the top of the left menu, you will see Knowledge Sources. This defaults to All Content. The drop down arrow allows you to select specific sources. Selecting different sources gives you access to more filters.

• All Content - All available content is searched.
• Articles - Knowledge Articles created by Genesys Customer Care.
• Documentation - Product Manuals and Guides created by Technical Publications
• Release Notes - Release Notes created by Technical Publications
• Questions Forum - Questions and Replies from the Questions Forum under the Community tab

Filters

To refine or narrow your results list, you can select one of the options on the left hand menu. The filter options are dynamic and depend on the Knowledge Source you have selected. Genesys recommends you start out with a text search and then filter if required.

For some filters like Product, there is an arrow beside the product line to expand and show the products underneath.

To choose a specific product, click on the box beside it.

You can also search for a specific filter topic by using the search box underneath each filter.

Wildcards

* Asterisks

You can use a wildcard * Asterisk to expand the search term. For example:

orang* would find articles that contain “orange” and “oranges.”

? Question

You can use a wildcard ? Question Mark to replace a character in the search word. For example:

gr?y would find articles that contain “grey” and “gray.”

Operators

Knowledge Search supports the use of operators: AND, OR, NOT and NEAR. The NEAR operator allows you to search for two terms that are close to one another in the document.

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.

apples NOT oranges - would find articles with only apples, no mention of oranges.

apples NEAR oranges - would find articles with apples and oranges in the text, where oranges appeared within 10 terms from apples.

apples NEAR:20 oranges - would find articles with apples and oranges in the text, where oranges appeared within 20 terms from apples.

Exact Phrase Searches

Knowledge 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" or "oranges" that are separated by other text.