Add a SharePoint knowledge source integration provider

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Cloud includes a feedback mechanism enabling users to report issues such as inaccurate or incomplete information, outdated content, or usability concerns, with options to specify user roles (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support) and access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

PrerequisitesClick to expand

Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
- If your organization has Genesys Cloud CX 1 license and AI Experience tokens, you can access knowledge without Genesys Cloud CX 1 Digital Add-on II.
All permissions under Knowledge
All permissions under Analytics > Knowledge Aggregate

You can add and connect a third-party knowledge base integration provider to the knowledge workbench from either the Sources page or the Integrations page. After you add the integration provider, install and configure it.

Add an integration provider from the Knowledge > Sources page

Click Menu > Knowledge > Sources. The Sources view opens.
Select the Fabric Sources tab.
In the Fabric Sources tab, click Add Source. The Source setup view shows the available source types.
Choose SharePoint as the source type and click Next. The Source setup view shows the General settings section.
Under Source name, add a meaningful name for the SharePoint source integration.
Under Connection settings, select the Create new connection option.
To add a new integration provider, follow these steps:
1. From the Integration Provider list, select Add new Integration Provider. A confirmation dialog box appears.
2. Click Continue. The Integrations > Add integration page opens.
3. Install the Sharepoint – Knowledge Connect integration. The integration Details page appears.

Add an integration provider from the Integrations page

Click Menu > IT and Integrations > Integrations.
Click Integrations.
In the Search box, type the first few letters of the integration to locate the SharePoint – Knowledge Connect tile from the list.
In the SharePoint – Knowledge Connect tile, click Install. The integration Details page opens in a new browser tab.

Configure the integration provider

Under Integration Name, enter an integration name. This name appears on the Source setup view when you are adding a source.
Click the Configuration tab and select Credentials.
To set the OAuth credentials, click Configure. The Configure Credentials dialog box appears.
Enter the client ID, client secret, and tenant ID. For more information about getting these details, see How can I get the credentials needed for the SharePoint – Knowledge Connect integration?.
Click Confirm.
Click Save & Activate to activate the SharePoint – Knowledge Connect integration.

You can now select the newly added integration provider when setting up the SharePoint source for the knowledge fabric.

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