Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Knowledge Fabric

    Posted 02-14-2026 13:18

    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

    ------------------------------
    Jimmy Daniel
    Senior Principal Solution Consultant
    ------------------------------


  • 2.  RE: Knowledge Fabric

    Posted 02-14-2026 13:37

    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.



    ------------------------------
    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.
    ------------------------------

    Original Message


  • 3.  RE: Knowledge Fabric

    Posted 4 hours ago
    Edited by Mateus Nunes 4 hours ago

    Hi @Kaio Oliveira,

    I also tested the Salesforce Knowledge integration and had a similar experience. Articles containing text and images were loaded normally on the Genesys side in my tests as well.

    One point I noticed, though, is that for external articles synced from Salesforce, we still cannot enrich them with phrases directly in Genesys, which can be a limitation for Copilot suggestion accuracy. I even opened an idea about that because, in some cases, adding phrases would help refine when the right knowledge article is suggested.

    As a workaround, one possible approach is to rely on Copilot intents themselves to help drive when the knowledge bases are suggested. It is not the same as enriching the article with phrases, but it can still help improve the recommendation flow in practice.

    IDEA: Add Phrase Support for External Knowledge | Genesys Cloud Ideas Portal



    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
    ------------------------------

    Original Message


  • 4.  RE: Knowledge Fabric

    Posted 02-15-2026 14:06

    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!



    ------------------------------
    Shane Jenkins
    IT Sys Admin Mgr
    ------------------------------

    Original Message


  • 5.  RE: Knowledge Fabric

    Posted 02-16-2026 04:08

    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



    ------------------------------
    Amanda Halpin
    Agent Copilot Product Manager @ Genesys
    ------------------------------

    Original Message


  • 6.  RE: Knowledge Fabric

    Posted 10 hours ago
    Edited by Lee Ruff 10 hours ago

    Hi Amanda, 

    Thank you for your feedback above, its good to know that multimodel models are being investigated. Are you able to comment on why some images show in some articles but others dont? I have a client where i have set up Salesforce knowledge connector and some articles show images whereas other articles state that the image cannot be displayed? is this a related to size?



    ------------------------------
    Lee Ruff
    Lead Solutions Consultant
    ------------------------------

    Original Message


  • 7.  RE: Knowledge Fabric

    Posted 3 hours ago

    Hi Lee,

    You must be using the knowledge 2.0 connector since we don't have a knowledge fabric one available yet. See here for more info on the differences: https://help.genesys.cloud/faqs/what-types-of-knowledge-connectors-are-available-and-when-should-they-be-used/

    Amanda



    ------------------------------
    Amanda Halpin
    Principal Product Manager, Knowledge @ Genesys
    ------------------------------

    Original Message


Related Content