FAQs: Knowledge fabric

To ensure internal documents relevant for human agents are not surfaced while a customer is interacting with a Virtual Agent, you must create a new source and select only the content that is publicly available. 

Consider the following two use cases:

• Surface both internal and public documents–create a separate source for Agent Copilot users (agents) and select both internal and public facing folders in SharePoint.
• Surface public documents only–create another source for Virtual Agents and select only the public facing folders in SharePoint. 

To delete the uploaded files, you must delete your knowledge sources. 

To configure a SharePoint knowledge source integration provider, you must gather credentials such as client ID, client secret, and tenant ID.

1. Visit the Microsoft Azure portal and open Azure Active Directory.
2. Create a new application registration.
3. Copy the application ID, which is your client ID.
4. Generate a new client secret and copy its Value field.
5. Copy the directory ID from the AAD Overview, which is your tenant ID.
6. Enter these three values into the Genesys Cloud SharePoint OAuth client configuration.