FAQs: Knowledge fabric
What types of knowledge connectors are available and when should they be used?
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
| Supported feature or use case | Knowledge workbench V2 | Knowledge fabric |
|---|---|---|
| Touchpoints in Genesys Cloud where you can use the feature |
|
|
| Source type | Structured CRM articles from Salesforce, ServiceNow, and the universal connector | Supported file types include .txt, .md, .doc, .docx, .csv, .xls, .xlsx, and .pdf |
| Connection methods | Connect Genesys knowledge base to Agent Copilot, Virtual Agent, AI Guides, bot flows, digital bot flows, knowledge portal, and knowledge app | Connect knowledge configurations to Agent Copilot, Virtual Agent, AI Guides, and Agentic Virtual Agent |
| Primary use cases |
| Showing AI-generated responses from the fabric sources |
| Are connected articles copied into the Genesys Cloud knowledge base? | Yes | No |
| Are AI-generated answers from different connected sources supported? | Yes (answers can be generated from different articles in the same knowledge base) | Yes (answers can be generated from fabric connected sources) |
| Is context-aware search supported? | No | Yes |
| Are source references displayed in answers? | Yes, with limited support | Yes |
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.
How can I manage access in the knowledge fabric for internal-only information?
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.
How can I delete my uploaded files in knowledge fabric?
To delete the uploaded files, you must delete your knowledge sources.
How can I get the credentials needed for the SharePoint – Knowledge Connect integration?
To configure a SharePoint knowledge source integration provider, you must gather credentials such as client ID, client secret, and tenant ID.
- Visit the Microsoft Azure portal and open Azure Active Directory.
- Create a new application registration.
- Copy the application ID, which is your client ID.
- Generate a new client secret and copy its Value field.
- Copy the directory ID from the AAD Overview, which is your tenant ID.
- Enter these three values into the Genesys Cloud SharePoint OAuth client configuration.