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
  • Documentation - Product Manuals and Guides created by Technical Publications
  • Knowledge Articles - Knowledge Articles created by Genesys Customer Care
  • Videos – Videos created by Technical Publications and Genesys Customer Care


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.

Knowledge Filters.PNG


Asterisks - use to expand the search term. For example, orang* would find articles that contain orange and oranges.

Question marks - use to replace a character in the search word. For example, gr?y would find articles that contain grey and gray.


Knowledge Search supports the use of operators: ANDORNOT 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.