View and manage the knowledge fabric sources

AI-generated summary

Genesys Cloud provides comprehensive knowledge management capabilities through its knowledge fabric platform, which integrates with third-party providers including Salesforce, ServiceNow, and SharePoint. Access to these features requires specific licensing (CX 1 Digital Add-on II through CX 4) and appropriate user permissions for knowledge and analytics functions. Users access knowledge fabric management through Menu > Knowledge > Sources, where they can view configured sources with details including name, source type, status, and last synchronization timestamp. The platform supports both automatic and manual content synchronization, enabling users to trigger syncs, monitor source activities, edit configurations, and delete sources with confirmation safeguards. The Manage Connections panel provides centralized visibility of all existing fabric connections, displaying connection name, status, associated source, knowledge configuration, and expiration dates. Users can renew expiring connections and safely remove obsolete ones, though active connections cannot be removed. New connections require a meaningful name and selection from available integration providers, followed by authorization. Currently, SharePoint sources are the supported data source type. Source management capabilities include reauthorization through the Authorize option in the More menu and permanent deletion through the Delete option. Source synchronization is initiated through the Sync all function, which queues the source for content synchronization. Activity history for sources is accessible via the Activity option, enabling traceability of events associated with knowledge sources. Source editing is limited to content sync settings modification; the system does not permit folder selection changes after initial configuration, though users can review SharePoint site and folder selections in read-only mode and adjust sync type settings before saving changes. The system includes extensive documentation covering knowledge fabric fundamentals, SharePoint integration, content strategies, and virtual agent configuration, supplemented by community support resources. Advanced capabilities include knowledge configuration creation, SharePoint source integration, and virtual agent connectivity to enhance self-service options and streamline knowledge management processes. All connection and source management actions are performed through the More menu within the Fabric Sources tab interface.

PrerequisitesClick to expand

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. In addition to managing the fabric sources, you can also view and manage all existing fabric connections.

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 configured during 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.

Manage fabric connections

The Manage connections panel allows you to view all existing connections in one place, see when a connection is about to expire, renew expiring connections, and safely delete unused or obsolete connections.

Open the Fabric Sources tab.
Click Manage connections. The Manage connections panel appears.

Review the following details of each connection:

Column name	Description
Name	The name of the connection configured during creation.
Status	The current status of the connection.
Source	The fabric source that currently uses the connection.
Knowledge Configuration	The knowledge fabric configuration that uses the connection.
Expiry	The date and time at which the connection expires.

To create a new connection, follow these steps:
1. In the Connection name field, enter a meaningful connection name.
2. From the Integration Provider list, select the required integration provider. Each connection has a status that indicates whether the connection is functioning properly or not.
  Note: If you do not have an integration provider, you must add one. For information about adding a SharePoint integration provider, see Add a SharePoint knowledge source integration provider.
3. Click Authorize and create. A confirmation dialog box appears while the system processes the authorization request.
4. After the authorization is successful, you can view the newly created connection in the connections list.
To reauthorize a connection, click More against the required connection and select Authorize.
To delete a connection, click More against the required connection and select Delete. Then, click Delete again on the confirmation box.
Note: You cannot delete connections that are actively used by a source or configuration.

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 Content selection view opens.
Under Content selection, review the Sharepoint site and folder selection. The number of selected folders, as well as their names including their paths relative to the root folder, are shown in read-only mode.
Note: Currently, Genesys Cloud does not allow you to edit the folder selection after the initial source configuration.
Under Sync Settings, modify the content sync type 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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