Alright, let me tell ya ’bout this geneyss cloud knowledge base thing. Now, I ain’t no fancy expert, but I reckon I can explain it in a way folks can understand.
So, this geneyss thing, it’s like a big ol’ box where you keep all sorts of information. Think of it like a giant recipe book, but ‘stead of recipes, it’s got answers to questions ’bout stuff. You know, like when yer grandson asks you how to fix a leaky faucet? You gotta go find the right answer, right? This geneyss thing is like that, but for companies and such.
It’s all up in the “cloud” they say. Now, I ain’t never seen a cloud hold no information, but apparently that’s where it is. Somewhere up there, floatin’ around. Fancy, huh?
- They say it helps folks find answers faster. Like, you type in yer question, and boom, the answer pops up. No more rummagin’ through papers or askin’ everyone around.
- And it’s good for keepin’ things the same. You know, like when you tell yer grandkids the same story over and over? This way, everyone gets the same information, no matter who they ask.
- They also say it makes them “agent” folks work quicker. I guess them agents are the ones answerin’ questions. If they got the answers right there, they don’t gotta waste time lookin’ for ’em.
Now, this knowledge base, it’s made up of these things called “articles.” Think of ’em like pages in that recipe book. Each one has information ’bout somethin’ specific. And they got this fancy “workbench” thing where folks write these articles. Sounds like a place where you build stuff, huh?
And they talk about “search” too. Like, you gotta find the right article with the answer you need. It’s gotta be easy to find, they say. Can’t be hidin’ it in some corner where nobody can see it.
This geneyss thing is also “modern” and “cloud native.” I don’t rightly know what that means, but it sounds important. They say it can grow real big, like a giant sunflower, and it’s easy to use. That’s good, ’cause ain’t nobody got time for complicated stuff.
And they got these “releases” too. Like new versions of the recipe book, I guess. They add new stuff and make it better. Keepin’ up with the times, they say.
And there’s somethin’ called “agent copilot” or “agent assist.” Sounds like a helper for them agent folks. Gives ’em a hand findin’ the right answers. Everyone needs a little help sometimes, right?
So, that’s pretty much it. It’s a big box of information up in the cloud, helps folks find answers faster, and keeps things the same. And it’s modern and easy to use, they say. Now, I gotta go make some supper. This talkin’ ’bout fancy technology makes my head spin!
Tags: Genesys Cloud, Knowledge Base, Cloud Technology, Information Management, Customer Service, Agent Productivity
