Add a third-party knowledge base to the knowledge workbench

AI-generated summary

Genesys Cloud enables integration of third-party knowledge bases, including Salesforce Knowledge and ServiceNow Knowledge, into the knowledge workbench through built-in connectors that surface external content in Agent Copilot, Messenger, and the knowledge portal. Integration setup requires establishing the third-party connection first, then accessing Admin > Knowledge > Sources to add a new source by specifying a source name, selecting a sync type (automatic or manual), and designating the integration provider. For Salesforce integration, configuration includes reviewing language settings to match the Genesys Knowledge Base, selecting specific channels (All channels, internal application, public knowledge base, customer portal, or partner portal), and designating categories to synchronize. ServiceNow integration follows similar configuration steps with language and knowledge base selection options, with the constraint that only standard template articles are supported; custom templates will not import properly. Language matching between the third-party knowledge base and Genesys knowledge base is required for optimal performance. Users can choose to synchronize all knowledge bases or a single knowledge base, and select whether to sync all articles or only specific categories. The configuration process supports multiple integration providers through a Content Selection view and concludes upon clicking "Add Source," establishing a unified knowledge management ecosystem within Genesys Cloud that provides comprehensive access to related resources including the knowledge workbench, source management tools, SharePoint integration, and bot functionality.

You can add a third-party knowledge base via built-in connectors to the knowledge workbench to surface third-party content for knowledge articles in Agent Copilot, Messenger, and the knowledge portal. Currently, available connectors are Salesforce Knowledge Connect and ServiceNow Knowledge Connect.

Notes:

Before you can add source content, you must first add the Salesforce or ServiceNow integration. For more information, see Add a third-party knowledge base integration provider.
For ServiceNow, only articles that use the standard template is supported. Custom templates will not import properly.

Add the source and configure general settings

Click Menu > Knowledge > Sources. The Sources view opens.
Click the Knowledge Base list and choose the knowledge base in which you want to add a third-party source.
- To choose an existing knowledge base, select it from the list.
- To add a new knowledge base, click Create Knowledge Base.
Click Add a Source. The Add a Source page opens to the General Settings tab.
Under Source Name, add a meaningful name for the third-party knowledge application.
Under Sync Type, choose to sync your third-party content automatically or manually.
- To sync content automatically, click Automatic sync and select the amount of time, in hours, to begin the content sync after you successfully configure the source.
- To sync content manually, select No Automatic sync.
Under Integration Provider, choose the third-party integration that you want to connect to Genesys Cloud.
Click Continue. The Content Selection view opens.
Depending on your integration provider, complete the source configuration according to the tasks that follow.

Configure content selection for Salesforce

Under Language of your Genesys Knowledge Base, review the language in which the third-party content is filtered.
Note: To optimize performance, make sure that your third-party knowledge base language matches the Genesys knowledge base language. If the languages do not match, then select or create a Genesys knowledge base in the same language as the third-party knowledge base.
Under Channel, select the third-party channel that you want to sync to the Genesys knowledge base:
- All channels
- The internal third-party knowledge application
- Public knowledge base
- Customer portal
- Partner portal
Under Categories, choose to select all articles, or choose the category from which you want to sync the third-party articles.
Click Add Source.

Configure content selection for ServiceNow

Under Language of your Genesys Knowledge Base, review the language in which the third-party content is filtered.
Note: To optimize performance, make sure that your third-party knowledge base languages match the Genesys knowledge base language. If the languages do not match, then select or create a Genesys knowledge base in the same language as the third-party knowledge base.
Under Knowledge Base, select the third-party knowledge base that you want to sync to the Genesys knowledge base:
- All Knowledge Bases
- A single knowledge base
Under Content selection, choose to sync all articles, or choose the categories from which to sync the third-party articles.
Click Add Source.

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