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  • 1.  Salesforce Knowledge + Copilot Phrases

    Posted 4 days ago

    Hi everyone,

    I've recently implemented a Knowledge Base integration between Salesforce Knowledge and Genesys Cloud using the External Knowledge Source (Origin) feature.

    The synchronization is working as expected - articles are being imported and are available within Genesys.

    However, I've run into a limitation that I'd like to validate with the community:

    👉 When using external articles (from Salesforce), I'm unable to edit them within Genesys Cloud to add phrases / utterances that improve Agent Copilot suggestions.

    From what I understand:

    • External articles are read-only inside Genesys

    • This prevents adding phrases directly in Genesys to influence Copilot recommendations

    âť“My question:

    Is this the expected behavior?

    And if so:

    • What are the best practices to improve Copilot suggestion accuracy when using external knowledge bases?

    • Is there any workaround (e.g., hybrid KB, duplication, or mapping strategies)?

    đź’ˇ Context:

    We are working with a customer that currently uses Salesforce Knowledge as their primary knowledge base and is planning to adopt Agent Copilot in the near future.

    As part of this initiative, we're evaluating how to ensure high-quality article suggestions during interactions - and phrase/utterance association is a key component of that when using native Genesys Knowledge.

    Given that the articles are externally managed, we're trying to understand how to best approach this scenario before scaling the Copilot adoption.

    Would love to hear how others are handling this in real implementations.

    Thanks in advance!

    #GenesysCloud #AICopilot #Knowledge #Salesforce #CX


    #AICopilot(Agent,SupervisorAdmin)

    ------------------------------
    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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  • 2.  RE: Salesforce Knowledge + Copilot Phrases

    Posted 12 hours ago

    Hi Mateus,

    You are correct that External Knowledge articles are read only, but it did find this idea: Add Phrase Support for External Knowledge Articles

    Hopefully someone else in the community can share any workarounds they have used to help with this scenario



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Salesforce Knowledge + Copilot Phrases

    Posted 11 hours ago
    I recently implemented a copilot with knowlege Salesforce.
     
    I encountered the same problem because the client wanted to edit it through Genesys.
     
    My response to him was that it's an external database and the configurations need to be done by salesforce system
     
    Regarding your question, what I did for that client was adding relevant keywords to the final of the article.
     
    It's not perfect, but the co-pilot improved significantly.
    Note: Regarding your idea, I already voted for 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


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