FAQs: Knowledge fabric

Yes, you can filter results in the knowledge portal by the predefined knowledge base article labels. When you filter by label, the knowledge portal only surfaces articles that are tagged with that label. This feature allows you to use the same article in different knowledge portals and avoid multiple maintenance efforts for the same article.

Use the following API endpoints to update the draft version of a deployment configuration and publish it. 

Update the configuration draft

Use the following API:

PUT /api/v2/webdeployments/configurations/{configurationId}/versions/draft

The “supportCenter.labelFilter.labels” request property is a list of label IDs, for example:

{
  ...
  "supportCenter": {
    ...
    "labelFilter": {
      "labels": [
        {"id": "f2892c40-3f6d-49d2-8401-e29e92415971"}
      ]
    },
    ...
  ...
}

Publish the configuration draft

After you have updated the configuration draft, you can publish it using one of the following methods:

• In Genesys Cloud, click Menu > Digital and Telephony > Message > Messenger Configurations, then publish a new version. 
• Use the API endpoint: POST /api/v2/webdeployments/configurations/{configurationId}/versions/draft/publish to publish the configuration draft and create a new version.

Then, you can update the deployment to use the newly published configuration.

Two types of knowledge connectors are available in Genesys Cloud: knowledge workbench V2 and knowledge fabric connectors.

Knowledge workbench V2 article-based connectors

These connectors allow administrators to connect to structured knowledge articles stored in external CRM systems.

• Salesforce
• ServiceNow
• Universal connector for articles

When an administrator connects using these types of connectors, a copy of the article is created in a Genesys Cloud knowledge base.

Knowledge fabric connectors

These connectors enable administrators to connect to document-based and web-based knowledge sources and to use AI-powered search and answer generation.

• SharePoint folders
• Web crawler (available in the Genesys Cloud AppFoundry)
• File Connector API

When an administrator connects using fabric connectors, the text from these files is ingested directly into AWS.

Feature comparison table

Touchpoints in Genesys Cloud that support knowledge fabric sources

You can use the knowledge fabric sources in various touchpoints such as:

• Agent Copilot
• Virtual Agent
• Agentic virtual agent
• AI Guides

Use cases for knowledge fabric

Genesys recommends using knowledge fabric in the following scenarios:

• Your organization’s knowledge is stored in unstructured formats (such as documents) or on websites.
• You want to search multiple sources simultaneously.
• You want to provide context-aware experiences.
• You require AI-powered answer generation.
• You want a modern self-service or agent assist experience.

Choosing between knowledge workbench V2 and knowledge fabric

If you prefer using Salesforce or ServiceNow article-based knowledge, you can select these connected sources by selecting the knowledge base they are associated with in the touchpoint configuration settings.. Genesys Cloud provides the flexibility between traditional article-based knowledge and the AI-powered knowledge fabric approach.

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. Sign in to the Microsoft Azure portal using your Microsoft credentials.
2. Open App registrations.
3. To register a new application, click New registration and follow these steps:
   1. Enter an app name.
   2. Under Supported account types, select Accounts in this organizational directory only (XYZ only – Single tenant).
   3. Click Register.
4. To add redirect URIs, follow these steps:
   1. Under Manage, select Authentication.
   2. Under Platform configurations, select Add a platform.
   3. Under Redirect URI, select Web platform, and then add the redirect URI for your region.
   4. Click Configure to save the URI.
   5. Similarly, add the required redirect URI for the AppFlow API, and then click Save on the Authentication view.
5. To add the required API permissions, click API permissions on the left side, and then follow these steps:
   1. Under Configured permissions, click Add a permission.
   2. Select Microsoft Graph as the web API.
   3. Choose Delegated permissions as the permission type.
   4. Under Select permissions, select the following permissions:
      • offline_access
      • Sites.Read.All
        Note: The Sites.Read.All permission grants Genesys the ability to connect to any SharePoint site that the user has access to.
      • User.Read
   5. Select Add permissions to complete the process.
   6. Verify that the newly added permissions appear in the configured table.
   7. Click Grant admin consent for Test org to apply the changes.
6. To obtain the client secret, follow these steps:
   1. Click Certificates & secrets on the left side.
   2. Click New Client secret.
   3. Add a description and set the expiration period to 730 days.
   4. Copy the newly created secret value and keep it for your reference.
7. Collect the following details for authentication:
   • Site name – SharePoint domain name
   • Client ID
   • Client secret value
   • Tenant ID
   • Domain – SharePoint domain URI