AI-generated summary
Genesys Cloud's SharePoint integration provides comprehensive knowledge management capabilities through the knowledge workbench, supporting dual configuration pathways via the Knowledge > Sources page or IT Integrations page. The integration requires specific licensing, including Genesys Cloud CX Digital packages (CX 1 Digital Add-on II, CX 2, CX 2 Digital, CX 3, CX 3 Digital, or CX 4) or AI Experience tokens, along with all permissions under Knowledge and Analytics > Knowledge Aggregate. Configuration involves naming the SharePoint source, establishing a new connection through the Integration Provider list, and installing the SharePoint – Knowledge Connect integration with OAuth credentials (client ID, client secret, and tenant ID). The system supports both automatic and manual content synchronization between SharePoint and Genesys Cloud, enabling consolidated knowledge management and self-service capabilities through Fabric Sources functionality and secure OAuth-based authentication. Users can activate the integration through a Save & Activate process, allowing SharePoint content to function as a knowledge source within the knowledge fabric while maintaining compliance with privacy policies. The platform provides access to related documentation covering knowledge fabric , SharePoint source configuration, credential acquisition procedures, and source management capabilities. Additionally, Genesys Cloud includes a feedback mechanism enabling users to report issues such as inaccurate or incomplete information, outdated content, or usability concerns, with options to specify user roles (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support) and access community support resources for additional assistance