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  • 1.  Genesys does not show the content of some Articles

    Posted 10-14-2025 09:24
    No replies, thread closed.
    We are implementing the Agent CoPilot and have encountered some issues. ServiceNow Knowledge connector was established, added it as a source. Knowledge Base was setup and articles are synced. Sync shows successful except for 2 or 3 articles due to format issues. But there are many articles which shows created but Content page is blank. These articles displays content on ServiceNow.
     
    Tried resync, rebuild but no luck. Our ServiceNow and Knowledge Managment Team said that articles in KCS format are not showing content on Genesys. Looks like it is not fetching the Content.
     
    is this a known issue on Genesys or something to do with ServiceNow Permission or Articles itself? 
     
    I am worried about Genesys not throwing any error. And also one more observation is Knowledge Base Article list page always displays (below). Tried resyncing a few times now. Sync shows successful though.

    "Important: Some article changes are still in progress, refresh to see the latest changes. Refresh articles list."

    #AIConfiguration
    #AICopilot(Agent,SupervisorAdmin)

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    Lakshman Bhat M.
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  • 2.  RE: Genesys does not show the content of some Articles
    Best Answer

    Posted 10-14-2025 11:59
    Edited by Jason Kleitz 10-14-2025 13:04
    No replies, thread closed.

    Question for you, Lakshman; was a custom template used to create your ServiceNow KB articles or are you using the Standard template? Asking because we ran into the same issue and opened a Case with Genesys Support only to find out the integration (at that time) only allowed for ServiceNow Knowledge articles that use a Standard template. If that is in fact your issue, here was Genesys' response in our Case:

    The Development and service teams have determined that this issue (allowing other ServiceNow templates other than the Standard Template) will be treated as a feature request however that it is currently not included on the roadmap. This issue will require additional investigation as the team will need to first conduct a spike on the topic in order to get the necessary information for this.

    In the meantime the service team has advised that the customer can use our custom connector from github which can be customized based on their needs. see the following links covering this: https://github.com/MyPureCloud/knowledge-connector-app?tab=readme-ov-file

    The PM has also created the following idea on the ideas portal and advises you to review and upvote the idea as the more upvotes the higher the issue will be prioritizing: https://genesyscloud.ideas.aha.io/ideas/SSAKM-I-244



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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