Genesys Cloud - Main

Hey folks,

I hope you are having a fantastic Monday and a great start to your week as well.

We have our knowledge articles/reference documents in SharePoint and I'm planning to propose a solution to the business where it would fetch the information from the source using Knowledge Fabric. Before I propose this, I've got a few questions and would love to hear about your experiences.

1. How would Genesys Cloud synchronize SharePoint content?
2. Can we define intervals for the sync to run so it can be automated?
3. Can the sync be triggered based on an event (a SharePoint article gets updated)?

Happy to give more context.

Hi Vidhu,

We've recently been exploring SharePoint as a Knowledge Fabric source as well.

From my understanding:

• Knowledge Fabric supports scheduled synchronization with SharePoint, so content updates can be automatically refreshed without manual intervention.

• Sync schedules can be configured using hour- or day-based intervals.

• Manual syncs can also be triggered when required.

• I haven't come across support for event-driven synchronization (for example, automatically triggering a sync when a SharePoint article is updated), so my understanding is that updates are picked up through the scheduled sync process.

I'd be interested to hear from anyone running this in production and how frequently they schedule their syncs, particularly where content changes frequently.

Hope this helps.

Hello!

Apologies if this is not the most useful information; I've recently been playing around in similar circumstances - but I wanted the Knowledge Article to open in a pane to the side of emails (searchable based on the email content, instead of utilising AI for security purposes). 

My vision split down into two separate directions whilst I was working on it before - however - high-level I want a static pop up to the right of any email so that users can search the Knowledge Base for our local working instructions.

1) The first route I went down was using the in built 'Knowledge' element of Genesys and importing our SharePoint guides onto this / re-writing a few into a more concise version. 
2) As I was working on this, I considered having the side panel instantly open into a 'configured' SharePoint side-pane.

I went onto IT & Integrations ('Integrations' specifically) and from the AppFoundry pulled over an 'Interaction Widget' that I then reconfigured to what I needed. I haven't managed to get this fully configured at the moment, but in my defence, need some internal SharePoint support on it.

The pop-up screen appears when I have an email (currently locked down to only myself for testing), but the actual information on the inside is not working 100%. This is because I need my SharePoint department to allow the connection between Genesys & SharePoint; at the moment our internal network blocks such connections. I'm hopeful that if I can get this set up it'll allow the smooth running of it.

Without having the SharePoint linkup - I cannot seem to get option 2 to work. Option 1 would be my fall back preference, but I'm still figuring out how to get the pop up.

(The pink box highlights where my 'pop up pane' comes in when users would have an email).