Built-in connectors for knowledge articles

Built-in connectors enable you to surface third-party content for knowledge articles in Agent Copilot, Messenger, and the knowledge portal. You can use existing knowledge management tools that contain historical company content without recreating or importing it in the Genesys knowledge base. Built-in connectors that sync your content enable you to save time and management of knowledge articles.

Currently, you can use connectors for Salesforce and ServiceNow. Access built-in connector creation and management from Admin > Knowledge > Sources. The Sources view contains a Third party Sources tab and an Activity tab.

For more information, see Add a new third-party knowledge base integration provider and Add a third-party knowledge base to the knowledge workbench.

Third party Sources tab

Contains a list of configured sources and details such as the source type, sync status, and the date and time of the last sync. To begin a manual sync, view activity, edit the source, or delete the source, click More and select Start Sync, Activity, Edit, or Delete.

Activity tab

Displays information about various sync operations between the third-party source and Genesys Cloud. This information includes import, export, import FAQ, and sync. When you click an operation, details about the activity appear. Here, you can view sync and export information. You can also export the .csv or .json file, view and download error reports, and review a summary of the sync activity.