Set up Salesforce Page Layouts for knowledge connector V2

Genesys Cloud integrates third-party knowledge bases including Salesforce Knowledge and ServiceNow Knowledge into the knowledge workbench through built-in connectors, enabling seamless access to external content for Agent Copilot, Messenger, and the knowledge portal. Integration setup requires establishing third-party connections and navigating to Admin > Knowledge > Sources to add a new source by specifying a name, sync type (automatic or manual), and integration provider. For Salesforce integration, configuration includes reviewing language settings, selecting specific channels (All channels, internal application, public knowledge base, customer portal, or partner portal), and choosing categories to sync. ServiceNow integration follows similar steps with the constraint that only standard template articles are supported. Language matching between the third-party and Genesys knowledge bases is essential, allowing users to select existing or create new knowledge bases in corresponding languages. Users can synchronize all knowledge bases or a single knowledge base, and choose to sync all articles or specific categories. The Salesforce knowledge connector V2 uses page layouts to build articles during synchronization. Administrators can create and assign page layouts through either Salesforce Classic or Lightning Experience. The knowledge connector automatically excludes specific field types regardless of page layout assignment: Title, UrlName, DATE_TIME type, LOOKUP type, and CHECKBOX type fields. Page layout configuration in Lightning Experience involves accessing Object Manager, selecting Knowledge, creating or editing layouts, selecting visible fields, and assigning the layout to the required API user's profile. Salesforce Classic configuration follows similar steps through the Knowledge Object Setup interface. Genesys Cloud requires administrators to assign page layouts to API user profiles through the Page Layout Assignment feature. The documentation includes a feedback mechanism for users to report issues or improvements, with options to indicate whether the article was helpful and to specify the nature of feedback such as inaccuracy, outdated content, or clarity concerns. Users can identify their role within the organization (Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support) when submitting feedback. The section references related articles covering knowledge workbench functionality, third-party knowledge base integration, and activity management, and requires acknowledgment of the Genesys Cloud privacy policy before feedback submission.