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  • 1.  Knowledge Fabric

    Posted 21 days ago

    I think the Genesys Cloud Resource Center should be updated sharing that Knowledge Fabric currently only supports text articles.  It does not support images.  Not posting this could potentially be misleading to customers who want to move to Knowledge Fabric where images within articles are a requirement.


    #Roadmap/NewFeatures

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    Jimmy Daniel
    Senior Principal Solution Consultant
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  • 2.  RE: Knowledge Fabric

    Posted 21 days ago

    Yesterday I configured "Salesforce - Knowledge Connect".

    As a test, the client uploaded only 1 article, which had an image, and it loaded normally in Genesys.
    Next week I will ask him to create an article with only an image to test it.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Knowledge Fabric

    Posted 19 days ago

    Agreed. We were a little disappointed to learn that images and rich media isn't currently supported w the Knowledge Fabric. I did recently submit this idea if anyone would like to up-vote it. We're very interested in the ServiceNow Knowledge Fabric connector, but REALLY need to be able to support images along w ServiceNow Knowledge Blocks.

    https://genesyscloud.ideas.aha.io/ideas/SSAKF-I-306

    Thanks!



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    Shane Jenkins
    IT Sys Admin Mgr
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    Original Message


  • 4.  RE: Knowledge Fabric

    Posted 19 days ago

    Hi everyone,

    Thank you for your feedback. We're working on updating the FAQ's to cover points like these. I hope to get it up on the resource center asap. 

    The main use case for knowledge fabric is to provide answer generation and today, the embedding models used for this are text only, meaning they do not read images. Our engineers are conducting investigations on multimodel models which would allow AI to understand what's described in the image and use that in the answer being generated.

    If your use case requires your agent to see the image, they will need to click back into the original source where the image resides. 

    Best,

    Amanda



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    Amanda Halpin
    Agent Copilot Product Manager @ Genesys
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    Original Message


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