View and manage the knowledge fabric sources

AI-generated summary

Genesys Cloud enables adding and connecting third-party knowledge base integration providers like Salesforce or ServiceNow to the knowledge workbench from the Sources or Integrations pages. After adding the provider, you can install and configure it by entering credentials, activating it, and syncing content automatically or manually. This allows leveraging external knowledge in Genesys Cloud for improved customer service through integrated knowledge management. Key capabilities include adding providers, configuring credentials, activating integrations, scheduling automatic syncs, and syncing third-party content into the Genesys knowledge base. The integrations enable connecting external knowledge sources for consolidated knowledge management and enhanced self-service options.

You can view all the configured SharePoint data sources on the Sources view. Also, you can view a source’s activities, trigger content sync, edit the source, or delete the source.

View the knowledge fabric sources

Click Menu > Knowledge > Sources. The Sources view opens.
Select the Fabric Sources tab. The Sources view shows the available source types.

Review the following details of each source:

Column name	Description
Name	The name of the source that you configure at the time of source creation.
Source type	The type of data source. Currently, only SharePoint sources are supported.
Status	The current status of the source.
Last Sync	The date and time when the source was last synchronized.

(Optional) Click Refresh to update the sources list.

Sync contents of a knowledge fabric source

Open the Fabric Sources tab.
Click More against the required source and select Sync all. The source’s status changes to Sync Queued.

View activity of a knowledge fabric source

You can view the history of events associated with a knowledge source for traceability purposes.

Open the Fabric Sources tab.
Click More against the required source and select Activity. The Knowledge Activity view opens.
Review the activity history of the source.

Edit a knowledge fabric source

Currently, you can change a source’s content sync settings only.

Open the Fabric Sources tab.
Click More against the required source and select Edit. The Source setup view opens.
Modify the content sync settings and click Next. The Source review view opens.
Click Save changes to save the updates or click Cancel to exit without saving the changes.

Delete a knowledge fabric source

Note: If you delete a source, you cannot recover it.

Open the Fabric Sources tab.
Click More against the required source and select Delete. A confirmation dialog box appears.
Click Delete to delete the source or click Cancel to exit without deleting it.

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