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Two types of knowledge connectors are available in Genesys Cloud: knowledge workbench V2 and knowledge fabric connectors.
These connectors allow administrators to connect to structured knowledge articles stored in external CRM systems.
When an administrator connects using these types of connectors, a copy of the article is created in a Genesys Cloud knowledge base.
These connectors enable administrators to connect to document-based and web-based knowledge sources and to use AI-powered search and answer generation.
When an administrator connects using fabric connectors, the text from these files is ingested directly into AWS.
| 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, .html, 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 |
You can use the knowledge fabric sources in various touchpoints such as:
Genesys recommends using knowledge fabric in the following scenarios:
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.
Get user feedback about articles.