Genesys Cloud – Knowledge fabric SharePoint folders, source connections, and touchpoint access

In a future release, Genesys Cloud will introduce a phased rollout of improvements for knowledge fabric that help knowledge admins manage third-party knowledge sources more directly. Administrators can review selected SharePoint folders after setup, manage SharePoint connections from a centralized experience, and control which knowledge each touchpoint can use with metadata-based filters.

What’s changing

• Source content
  Knowledge admins can view the folders currently selected in a SharePoint source after the initial configuration. This view gives admins visibility into what the system ingests and helps them understand which content is included in the source.
• Connection management
  For SharePoint connections, admins can view existing connections, check expiration status, renew expiring connections, and delete unused ones from the Sources page. The system will warn admins when a connection is already in use and notify them when a connection is close to expiring or has already expired.
• Touchpoint access
  Knowledge admins can use metadata filters to control which knowledge is available to products such as Agent Copilot and Virtual Agent. This process creates one consistent access model across touchpoints instead of relying on separate product-specific filtering methods.

Why this matters

These updates give knowledge admins clearer visibility and control over knowledge sources. Admins can see what content a SharePoint source includes, manage SharePoint connections before they expire, and control where knowledge appears. Together, these changes make it easier to manage knowledge without recreating sources or duplicating content.

Availability

Genesys will roll out these changes in phases following the initial release.