New In This Release
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|Release=9.0
|Draft=
The following new features were introduced in the 9.0.002.08 release:
[+] '''Knowledge Center CMS'''
- Both author and reviewer roles can now specify whether to inform agents and customers about the recent creation or update of a document. This functionality allows you to suppress notifications for minor changes in documents, therefore highlighting only the documents that deserve attention.
- Knowledge Center CMS now uses AI capabilities to suggest matching categories from the knowledge base that are relevant to the document the author is currently working on. Rather than browsing the full category tree and manually selecting a category, this feature reduces time when creating and managing Knowledge.
- Real Application Cluster (RAC) and a Pluggable Database with Oracle 12c R2 are now supported as CMS Storage.
- Security: the product code is being regularly (typically, daily) scanned using industry best practices and tools in order to mitigate and prevent high-level security vulnerabilities.
[+] '''Knowledge Center Server'''
- Natural Language Support (NLP): improved natural language processing algorithm for better precision, for queries in Finnish.
- Security: the product code is being regularly (typically, daily) scanned using industry best practices and tools in order to mitigate and prevent high-level security vulnerabilities.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- Agents are now informed of the presence of private content in knowledge documents. This private (or "Internal only") content is not copied into the customer interaction when an agent sends a document to a customer.
|New=
The following new features were introduced in the 9.0.001.04 release:
[+] '''Knowledge Center CMS'''
- One-click document version rollback is now supported. This feature allows you to easily restore a document to one of its previous versions.
- Security:
- An improved Cross-Site Resource Sharing (CORS) filter is now included. This filter allows you to prevent undesired access to your product APIs.
[+] '''Knowledge Center Server'''
- New reporting capabilities:
- Pulse native widgets support: Knowledge Center Server now exposes data endpoints for Genesys Pulse which allows Pulse to display Knowledge center-related widgets within Pulse dashboards.
- Redesigned discovery dashboard: A Kibana node is now embedded into the Knowledge Center Server deployment which provides reporting dashboards.
- Security:
- An improved Cross-Site Resource Sharing (CORS) filter is now included. This filter allows you to prevent undesired access to your product APIs.
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- Smart Filters: While searching or browsing the knowledge, agents can now use smart search result filters which help them to get more precise results within the knowledge. These filters are AI-powered to provide the most useful suggestions in a given context.
The following new features were introduced in the 9.0.000.15 release:
[+] '''Knowledge Center CMS'''
- When translating from one language to another, Knowledge Center CMS now has the ability to use a translation service from Google, Microsoft, and Yandex to pre-translate a Knowledge entity (such as an Article or FAQ).
- When working in Knowledge Center CMS, users can now get contextual help from docs.genesys.com.
- For every Knowledge entity, the estimated reading time is now provided.
- For every Knowledge entity, the word count is now provided.
- Knowledge Center CMS now provides separate security settings for Authors and Users.
- Support for Windows Server 2016 operating system. See the Genesys Knowledge Center page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported operating systems.
- Support for the following databases. See the Genesys Knowledge Center page in the Genesys Supported Operating Environment Reference Guide for more detailed information and a list of all supported databases.
- MS SQL 2016
- Oracle 12c R2
[+] '''Knowledge Center Server'''
[+] '''Knowledge Center Plugin for Workspace Desktop Edition'''
- During a Chat session, Knowledge Center now proactively notifies the agent when knowledge is available that is relevant to the customer's messages or responses.
- Ability to restrict the Knowledge Base (KB) search for Agents to only the relevant KB(s) and exclude results from Public KBs.
- During a Chat session, agents can now send a link to the knowledge entity (such as an Article or FAQ) which the customer can click to view the knowledge entity inside the Chat widget.
- For every knowledge entity, the estimated reading time is now provided.
- For every knowledge entity, the word count is now provided.
- Agents who have logged into Genesys Workspace are now able to access knowledge when not handling an interaction.
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