Release Note

Contents

Introduction

This release note applies only to the 8.5 releases of Genesys Knowledge Center Plugin for Pulse that are specified in the Contents (above).

• Links in the Contents section enable you to access information regarding a specific release. Releases are listed by version number rather than in date order. For this reason, a recent release may be listed after earlier releases, if the version number is lower. Except when otherwise noted in the information for a specific release, each release includes all of the features and corrections that were introduced for the applicable operating system at earlier dates, regardless of the version numbering.
• The Release Number table lists the supported operating systems for each release at a high level. For more detailed information, see the Genesys Supported Operating Environment Reference Guide.
• The Known Issues and Recommendations section is a cumulative list. It includes information on when individual items were found and, if applicable, corrected.
• The Corrections and Modifications section for each release may list additional issues that were corrected without first being documented as Known Issues.
• The Discontinued Support section is cumulative. It lists functionality that is no longer supported and the release number of the version in which support was discontinued.

Use of Third-Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your Genesys Customer Care representative if you have any questions.

Supported Operating Systems

This release supports the following operating systems:

• Linux 6 64-bit

• Linux 7 64-bit

• Windows Server 2008 64-bit

• Windows Server 2008 x64 (64-bit)

• Windows Server 2012 x64 (64-bit)

New in This Release

This is a restricted release for this product. For availability of this release, contact your Genesys representative. This section describes new features that were introduced in this first release of Genesys Knowledge Center Plugin for Pulse.

• Indexing and Federated Search

• Index knowledge from a variety of data sources and expose them via a single search interface

• Search for knowledge using simple natural language–like sentences

• Search content quickly with an auto-complete feature that provides suggestions as you type your search phrase

• Collects user feedback in order to promote or demote a given knowledge article's relevance for future searches

• Agent Empowerment

• Exposes knowledge seamlessly via a plugin to Workspace Desktop Edition, the app where agents spend most of their time interacting with customers

• Gives agents customer search history so that they know what the customers have searched, reviewed, and ignored online before they escalated to human-assisted service

• Allows agents to search knowledge bases for any content that may not have been exposed to public websites and filter the results based on context and metadata to find the right answer quickly

• Transfer the resulting knowledge to the interaction response with a single click

• Leverage your agent’s subject matter expertise and allow them to contribute content to the knowledge base—administrators can review the content before publishing it for customer consumption

• APIs and Integrations

• Genesys Knowledge Center comes with a rich set of APIs for:

• Session Management

• Knowledge Base Operations

• FAQ Retrieval

• Feedback Management

• Reporting

• Proactively offer Chat or Callback or Call Us (phone number) with the help of Genesys Proactive Engagement, when there is negative feedback or no answer was found

• Easily customizable widgets that can be exposed to the external website and intranet sites are available out-of-the-box

• Content Management

• Configure knowledge base structure, custom tags, visibility, and other properties

• Create content with or without rich media attachments

• Predefined approval workflow allows administrators to approve content before publishing

• Administration, Deployment, and Management

• Role-based access for Agents, Administrators, Content Managers and Reporting Users

• Simple and easy-to-use user interfaces for configuration

• Supported Platforms

• Java 7

• Supported Browsers

• Firefox

• Chrome

• Internet Explorer

• Safari

Corrections and Modifications

This release does not include any corrections or modifications.

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Known Issues and Recommendations

This section provides the latest information on known issues and recommendations associated with this product.

There are no known issues or recommendations for this product.

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Discontinued Support

This section documents features that are no longer supported in this software. This cumulative list is in release-number order with the most recently discontinued features at the top of the list.

There are no discontinued items for this product.

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Internationalization

Information in this section is included for international customers.

There are no internationalization issues for this product.

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Additional Information

Additional information on Genesys Telecommunications Laboratories, Inc. is available on our Customer Care website. The following documentation also contains information about this software. Please consult the Deployment Guide first.

• The Genesys Knowledge Center Deployment Guide gives you the information that you need to get started with Genesys Knowledge Center. This document contains product overview information, as well as deployment details.

• The Genesys Knowledge Center User's Guide tells you how to work with the Genesys Knowledge Center CMS and the GKC plugins for Pulse and Workspace Desktop Edition.

Product documentation is provided on the Customer Care website and the Genesys Documentation website.

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