[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-307192-105":53,"doc-detail-307192-en":127},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":120,"head_meta":122,"extra_data":124,"updated_unix":126},105,"en","genesys-knowledge-center-users-guide-templates","Genesys Knowledge Center User's Guide - Templates","","Guide detailing how to access, view, create, modify, delete, disable, and use document templates in the Genesys Knowledge Center. Explains what templates define, including section breakdown, author instructions, and section visibility controls for different user groups. Covers managing template lists with filters and sorting, creating templates from empty or exported sources, and configuring standard templates. Includes templates field definitions such as id rules, name, description, document type, enabled status, and sections with mandatory and visibility settings.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/genesys-knowledge-center-users-guide-templates/307192/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/genesys-knowledge-center-users-guide-templates/307192.png","ImageObject",442,249,{"name":88,"@type":89},"Oliver Hayes","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-11-01","2026-09-19",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",19,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"How can administrators access and manage templates in Genesys Knowledge Center?","Question",{"text":109,"@type":110},"Select the Templates menu from the Administration menu. Users with Knowledge.CMS.Administrator privilege can view the available templates list and manage templates from there.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"What does a document template define in this system?",{"text":114,"@type":110},"A template defines the section breakdown of document content, author instructions for section use, and visibility per section by restricting content to the intended user group.",{"name":116,"@type":107,"acceptedAnswer":117},"What fields and rules are involved when creating or configuring templates?",{"text":118,"@type":110},"Templates include Id, Name, Description, Document type, Enable status, and Sections. Id must be unique and follow allowed character restrictions, while sections define content parts with mandatory flags and visibility rules.","https://schema.org",{"og:url":78,"og:type":121,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":123,"canonical":78},"index,follow",{"doc_id":125,"site_id":56},307192,1791747304,{"code":4,"msg":5,"data":128},{"doc_id":125,"user_id":129,"nickname":88,"user_avatar":130,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":131,"file_id":132,"file_url":133,"file_type":134,"file_size":135,"view_count":101,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":20,"language":136,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":137,"faqs":138,"seo_title":139,"seo_description":61,"update_tm":140,"read_time":47},687207020761,"https://ap-avatar.wpscdn.com/davatar_155a257f0dc6eb9ab79c44ca47cae57d","This PDF is generated from authoritative online content, and is provided for convenience only. This PDF cannot be used for legal purposes. For authoritative understanding of what is and is not supported, always use the online content. To copy code samples, always use the online content.  \nGenesys Knowledge Center User's Guide  \nTemplates  \n9/19/2026  \nContents  \n• 1 Templates  \n• 1.1 Overview  \n• 1.2 Viewing existing templates  \n• 1.3 Creating a new template  \n• 1.4 Standards templates  \n• 1.5 Templates explained  \n• 1.6 Deleting templates  \n• 1.7 Modifying templates  \n• 1.8 Using templates  \n• 1.9 Importing templates  \nGenesys Knowledge Center User's Guide 2  \nTemplates  \nTemplates  \nOverview  \nTemplates can be accessed by selecting the Templates menu from the Administration menu:  \nDocument templates allow you to define:  \n• The desired breakdown (into section) of document content  \n• Any instructions to authors on the intended use of any of the sections  \n• Visibility for every section by limiting access to its content to the desired group of users (customer, agent or sub-groups of agents)  \nTo be able to view and manage templates you need to have Knowledge .CMS .Administrator privilege (for more details, see Access Permissions) .  \nViewing existing templates  \nWhen you navigate to templates by selecting Templates from the Administration menu, CMS will show you the list of templates that are currently available in your system:  \nGenesys Knowledge Center User's Guide 3  \nTemplates  \nFrom this view you can:  \n• create new template:  \n• from empty template  \n• using previously exported template  \n• modify existing template  \n• delete existing template  \n• disable template (to prevent new documents from being created, using this templates)  \n• see info about how much knowledge bases uses this template in documents (from 9.004.xx version)  \n• filter out the list of the templates by:  \n• template name  \n• document type  \n• enable/disable status  \n• sort the template list by:  \n• template name  \n• modification date  \n• number of knowledge bases in use (from 9.004.xx version)  \nCreating a new template  \n1. Click Create  \n2. Enter values for the mandatory fields (marked by a red star), as well as any other pertinent fields.  \nGenesys Knowledge Center User's Guide 4  \nTemplates  \n3. Click Save & Close or select one of the other options from the Save & Close drop-down menu.  \nStandards templates  \nWhen you start CMS for the first time you will see two templates already created for you:  \n• Standard Article  \n• Standard FAQ  \nBoth these templates are created by default and configured to have one public section. You can redefine these templates according to your needs.  \nImportant  \nThe template can be changed or deleted if there are no documents in your knowledge bases that are using it.  \nGenesys Knowledge Center User's Guide 5  \nTemplates  \nTip  \nYou can disable the template to prevent it from being used by authors to create new documents.  \nTemplates explained  \n| Field | Description |  |\n| --- | --- | --- |\n| Id | Allows you to define a unique technical name for templates. This name is used when you export or import any templates or documents using it.\u003Cbr>Id restrictions:\u003Cbr>• It is not allowed to have two templates with same id.\u003Cbr>• Only [a-z][A-Z][0-9]_ -characters allowed tobe used in the id.\u003Cbr>• Id cannot be modified one document is created. |  |\n| Name | Defines the name that authors can chose from when they are creating new documents. |  |\n| Description | Provides a short explanation on how the template is used. It is shown to the authors when they create a new document. |  |\n| Document type | Allows you to select one of the basic document types that are extended with the templates. Supported types are:\u003Cbr>• Article\u003Cbr>• FAQ |  |\n| Enable | Allows you to enable or disable templates used by the authors. If templates are disabled all existing documents that are using templates will continue to function as is however authors w","cbCaibR36RcKJefU","https://ap.wps.com/l/cbCaibR36RcKJefU","pdf",540478,"English","# Templates\n## Overview\n## Viewing existing templates\n## Creating a new template\n## Standards templates\n## Templates explained\n## Field definitions (Id, Name, Description, Document type, Enable, Sections)\n## Managing sections within templates","[{\"question\":\"How can administrators access and manage templates in Genesys Knowledge Center?\",\"answer\":\"Select the Templates menu from the Administration menu. Users with Knowledge.CMS.Administrator privilege can view the available templates list and manage templates from there.\"},{\"question\":\"What does a document template define in this system?\",\"answer\":\"A template defines the section breakdown of document content, author instructions for section use, and visibility per section by restricting content to the intended user group.\"},{\"question\":\"What fields and rules are involved when creating or configuring templates?\",\"answer\":\"Templates include Id, Name, Description, Document type, Enable status, and Sections. Id must be unique and follow allowed character restrictions, while sections define content parts with mandatory flags and visibility rules.\"}]","Genesys Knowledge Center User's Guide - Templates | PDF",1789845460]