Genesys Cloud - Main

Hello Rose, 

Based on what you've described, I would generally recommend converting the Excel "cheat sheets" into Word documents (DOCX) before ingesting them into Knowledge Fabric for Agent Copilot.

While the SharePoint connector supports both Excel and Word files (along with PDF, HTML, Markdown, TXT, and several other formats), Word documents tend to produce better results because they provide a clearer content structure for Knowledge Fabric to process.

A few reasons why, knowledge Fabric breaks content into chunks of approximately 400 tokens for indexing and retrieval. Documents with clear headings, sections, and paragraphs tend to chunk more naturally and provide better context for answer generation.

Excel files can introduce challenges, especially when information is spread across multiple worksheets or tabs. If the same information appears on multiple tabs, duplicate content may be indexed multiple times, which can reduce retrieval quality and create redundant answers.

Word documents provide stronger semantic structure through headings and sections, making it easier for the AI to understand relationships between topics.

For your migration, I'd suggest:

Consolidate and remove duplicate content.
Create clear topic-based sections with descriptive headings and subheadings.
Keep information in self-contained paragraphs so individual chunks can stand on their own.
Place key information near the beginning of each section.
Use consistent terminology across all documents.

You may also want to consider breaking very large documents into several focused documents organized by topic area. This often makes maintenance easier and can improve retrieval accuracy.

Once the content is migrated, the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently, where unanswered questions exist, and which content may need refinement based on actual agent usage.

This was a lot of info, to summarize, excel is supported, but for knowledge-centric content intended for Agent Copilot, well-structured Word documents are typically the better long-term choice.

Hope this helps!

Hello Rose, 

Based on what you've described, I would generally recommend converting the Excel "cheat sheets" into Word documents (DOCX) before ingesting them into Knowledge Fabric for Agent Copilot.

While the SharePoint connector supports both Excel and Word files (along with PDF, HTML, Markdown, TXT, and several other formats), Word documents tend to produce better results because they provide a clearer content structure for Knowledge Fabric to process.

A few reasons why, knowledge Fabric breaks content into chunks of approximately 400 tokens for indexing and retrieval. Documents with clear headings, sections, and paragraphs tend to chunk more naturally and provide better context for answer generation.

Excel files can introduce challenges, especially when information is spread across multiple worksheets or tabs. If the same information appears on multiple tabs, duplicate content may be indexed multiple times, which can reduce retrieval quality and create redundant answers.

Word documents provide stronger semantic structure through headings and sections, making it easier for the AI to understand relationships between topics.

For your migration, I'd suggest:

Consolidate and remove duplicate content.
Create clear topic-based sections with descriptive headings and subheadings.
Keep information in self-contained paragraphs so individual chunks can stand on their own.
Place key information near the beginning of each section.
Use consistent terminology across all documents.

You may also want to consider breaking very large documents into several focused documents organized by topic area. This often makes maintenance easier and can improve retrieval accuracy.

Once the content is migrated, the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently, where unanswered questions exist, and which content may need refinement based on actual agent usage.

This was a lot of info, to summarize, excel is supported, but for knowledge-centric content intended for Agent Copilot, well-structured Word documents are typically the better long-term choice.

Hope this helps!

Thank you Cameron, this is very helpful. Question you mention  the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently,  but the current Copilot Dashboard doesn't give any data on the knowledge base. I was told it won't since we are using SharePoint. Can you give me more information on this?

Hello Rose, 

Based on what you've described, I would generally recommend converting the Excel "cheat sheets" into Word documents (DOCX) before ingesting them into Knowledge Fabric for Agent Copilot.

While the SharePoint connector supports both Excel and Word files (along with PDF, HTML, Markdown, TXT, and several other formats), Word documents tend to produce better results because they provide a clearer content structure for Knowledge Fabric to process.

A few reasons why, knowledge Fabric breaks content into chunks of approximately 400 tokens for indexing and retrieval. Documents with clear headings, sections, and paragraphs tend to chunk more naturally and provide better context for answer generation.

Excel files can introduce challenges, especially when information is spread across multiple worksheets or tabs. If the same information appears on multiple tabs, duplicate content may be indexed multiple times, which can reduce retrieval quality and create redundant answers.

Word documents provide stronger semantic structure through headings and sections, making it easier for the AI to understand relationships between topics.

For your migration, I'd suggest:

Consolidate and remove duplicate content.
Create clear topic-based sections with descriptive headings and subheadings.
Keep information in self-contained paragraphs so individual chunks can stand on their own.
Place key information near the beginning of each section.
Use consistent terminology across all documents.

You may also want to consider breaking very large documents into several focused documents organized by topic area. This often makes maintenance easier and can improve retrieval accuracy.

Once the content is migrated, the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently, where unanswered questions exist, and which content may need refinement based on actual agent usage.

This was a lot of info, to summarize, excel is supported, but for knowledge-centric content intended for Agent Copilot, well-structured Word documents are typically the better long-term choice.

Hope this helps!

Hi Rose,

There's an update to Knowledge Optimiser in early August which will allow you to identify, for documents given negative feedback by an agent, what the query was, what was the AI generated answer that was shown to the agent and also which sources/documents did the answer originate from.

Amanda

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


Original Message:
Sent: 06-26-2026 08:03
From: Rose White
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Thank you Cameron, this is very helpful. Question you mention  the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently,  but the current Copilot Dashboard doesn't give any data on the knowledge base. I was told it won't since we are using SharePoint. Can you give me more information on this?

------------------------------
Rose White
------------------------------



Original Message:
Sent: 06-24-2026 15:51
From: Cameron Tomlin
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Hello Rose, 

Based on what you've described, I would generally recommend converting the Excel "cheat sheets" into Word documents (DOCX) before ingesting them into Knowledge Fabric for Agent Copilot.

While the SharePoint connector supports both Excel and Word files (along with PDF, HTML, Markdown, TXT, and several other formats), Word documents tend to produce better results because they provide a clearer content structure for Knowledge Fabric to process.

A few reasons why, knowledge Fabric breaks content into chunks of approximately 400 tokens for indexing and retrieval. Documents with clear headings, sections, and paragraphs tend to chunk more naturally and provide better context for answer generation.

Excel files can introduce challenges, especially when information is spread across multiple worksheets or tabs. If the same information appears on multiple tabs, duplicate content may be indexed multiple times, which can reduce retrieval quality and create redundant answers.

Word documents provide stronger semantic structure through headings and sections, making it easier for the AI to understand relationships between topics.

For your migration, I'd suggest:

Consolidate and remove duplicate content.
Create clear topic-based sections with descriptive headings and subheadings.
Keep information in self-contained paragraphs so individual chunks can stand on their own.
Place key information near the beginning of each section.
Use consistent terminology across all documents.

You may also want to consider breaking very large documents into several focused documents organized by topic area. This often makes maintenance easier and can improve retrieval accuracy.

Once the content is migrated, the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently, where unanswered questions exist, and which content may need refinement based on actual agent usage.

This was a lot of info, to summarize, excel is supported, but for knowledge-centric content intended for Agent Copilot, well-structured Word documents are typically the better long-term choice.

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hi Amanda,

that you for both your responses. Where do I find the 'Knowledge Optimiser? as I only see Knowledge Activity and Knowledge Configuration. Maybe I need another permission to see this?

I see under Analytics, Knowledge Performance but when I select it It shows a screen that says "No knowledge bases are present"

Rose White
------------------------------


Original Message:
Sent: 06-26-2026 09:00
From: Amanda Halpin
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Hi Rose,

There's an update to Knowledge Optimiser in early August which will allow you to identify, for documents given negative feedback by an agent, what the query was, what was the AI generated answer that was shown to the agent and also which sources/documents did the answer originate from.

Amanda

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



Original Message:
Sent: 06-26-2026 08:03
From: Rose White
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Thank you Cameron, this is very helpful. Question you mention  the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently,  but the current Copilot Dashboard doesn't give any data on the knowledge base. I was told it won't since we are using SharePoint. Can you give me more information on this?

------------------------------
Rose White
------------------------------




Original Message:
Sent: 06-24-2026 15:51
From: Cameron Tomlin
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Hello Rose, 

Based on what you've described, I would generally recommend converting the Excel "cheat sheets" into Word documents (DOCX) before ingesting them into Knowledge Fabric for Agent Copilot.

While the SharePoint connector supports both Excel and Word files (along with PDF, HTML, Markdown, TXT, and several other formats), Word documents tend to produce better results because they provide a clearer content structure for Knowledge Fabric to process.

A few reasons why, knowledge Fabric breaks content into chunks of approximately 400 tokens for indexing and retrieval. Documents with clear headings, sections, and paragraphs tend to chunk more naturally and provide better context for answer generation.

Excel files can introduce challenges, especially when information is spread across multiple worksheets or tabs. If the same information appears on multiple tabs, duplicate content may be indexed multiple times, which can reduce retrieval quality and create redundant answers.

Word documents provide stronger semantic structure through headings and sections, making it easier for the AI to understand relationships between topics.

For your migration, I'd suggest:

Consolidate and remove duplicate content.
Create clear topic-based sections with descriptive headings and subheadings.
Keep information in self-contained paragraphs so individual chunks can stand on their own.
Place key information near the beginning of each section.
Use consistent terminology across all documents.

You may also want to consider breaking very large documents into several focused documents organized by topic area. This often makes maintenance easier and can improve retrieval accuracy.

Once the content is migrated, the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently, where unanswered questions exist, and which content may need refinement based on actual agent usage.

This was a lot of info, to summarize, excel is supported, but for knowledge-centric content intended for Agent Copilot, well-structured Word documents are typically the better long-term choice.

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hi Rose,

It should be under knowledge- see here for permissions needed: https://help.genesys.cloud/articles/knowledge-optimizer-overview/

Amanda

Hi Amanda,

that you for both your responses. Where do I find the 'Knowledge Optimiser? as I only see Knowledge Activity and Knowledge Configuration. Maybe I need another permission to see this?

I see under Analytics, Knowledge Performance but when I select it It shows a screen that says "No knowledge bases are present"

Rose White
------------------------------



Original Message:
Sent: 06-26-2026 09:00
From: Amanda Halpin
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Hi Rose,

There's an update to Knowledge Optimiser in early August which will allow you to identify, for documents given negative feedback by an agent, what the query was, what was the AI generated answer that was shown to the agent and also which sources/documents did the answer originate from.

Amanda

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




Original Message:
Sent: 06-26-2026 08:03
From: Rose White
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Thank you Cameron, this is very helpful. Question you mention  the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently,  but the current Copilot Dashboard doesn't give any data on the knowledge base. I was told it won't since we are using SharePoint. Can you give me more information on this?

------------------------------
Rose White
------------------------------





Original Message:
Sent: 06-24-2026 15:51
From: Cameron Tomlin
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Hello Rose, 

Based on what you've described, I would generally recommend converting the Excel "cheat sheets" into Word documents (DOCX) before ingesting them into Knowledge Fabric for Agent Copilot.

While the SharePoint connector supports both Excel and Word files (along with PDF, HTML, Markdown, TXT, and several other formats), Word documents tend to produce better results because they provide a clearer content structure for Knowledge Fabric to process.

A few reasons why, knowledge Fabric breaks content into chunks of approximately 400 tokens for indexing and retrieval. Documents with clear headings, sections, and paragraphs tend to chunk more naturally and provide better context for answer generation.

Excel files can introduce challenges, especially when information is spread across multiple worksheets or tabs. If the same information appears on multiple tabs, duplicate content may be indexed multiple times, which can reduce retrieval quality and create redundant answers.

Word documents provide stronger semantic structure through headings and sections, making it easier for the AI to understand relationships between topics.

For your migration, I'd suggest:

Consolidate and remove duplicate content.
Create clear topic-based sections with descriptive headings and subheadings.
Keep information in self-contained paragraphs so individual chunks can stand on their own.
Place key information near the beginning of each section.
Use consistent terminology across all documents.

You may also want to consider breaking very large documents into several focused documents organized by topic area. This often makes maintenance easier and can improve retrieval accuracy.

Once the content is migrated, the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently, where unanswered questions exist, and which content may need refinement based on actual agent usage.

This was a lot of info, to summarize, excel is supported, but for knowledge-centric content intended for Agent Copilot, well-structured Word documents are typically the better long-term choice.

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Thank You Amanda

I found it, it is listed just as Optimizer. But it apparently only works if we were using Genesys Knowledge base and not the SharePoint Fabric Sources connector.

Hi Rose,

It should be under knowledge- see here for permissions needed: https://help.genesys.cloud/articles/knowledge-optimizer-overview/

Amanda

Hi Amanda,

that you for both your responses. Where do I find the 'Knowledge Optimiser? as I only see Knowledge Activity and Knowledge Configuration. Maybe I need another permission to see this?

I see under Analytics, Knowledge Performance but when I select it It shows a screen that says "No knowledge bases are present"

Rose White
------------------------------




Original Message:
Sent: 06-26-2026 09:00
From: Amanda Halpin
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Hi Rose,

There's an update to Knowledge Optimiser in early August which will allow you to identify, for documents given negative feedback by an agent, what the query was, what was the AI generated answer that was shown to the agent and also which sources/documents did the answer originate from.

Amanda

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





Original Message:
Sent: 06-26-2026 08:03
From: Rose White
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Thank you Cameron, this is very helpful. Question you mention  the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently,  but the current Copilot Dashboard doesn't give any data on the knowledge base. I was told it won't since we are using SharePoint. Can you give me more information on this?

------------------------------
Rose White
------------------------------






Original Message:
Sent: 06-24-2026 15:51
From: Cameron Tomlin
Subject: SharePoint Knowledge Base document creation - Best Practices and document Formats

Hello Rose, 

Based on what you've described, I would generally recommend converting the Excel "cheat sheets" into Word documents (DOCX) before ingesting them into Knowledge Fabric for Agent Copilot.

While the SharePoint connector supports both Excel and Word files (along with PDF, HTML, Markdown, TXT, and several other formats), Word documents tend to produce better results because they provide a clearer content structure for Knowledge Fabric to process.

A few reasons why, knowledge Fabric breaks content into chunks of approximately 400 tokens for indexing and retrieval. Documents with clear headings, sections, and paragraphs tend to chunk more naturally and provide better context for answer generation.

Excel files can introduce challenges, especially when information is spread across multiple worksheets or tabs. If the same information appears on multiple tabs, duplicate content may be indexed multiple times, which can reduce retrieval quality and create redundant answers.

Word documents provide stronger semantic structure through headings and sections, making it easier for the AI to understand relationships between topics.

For your migration, I'd suggest:

Consolidate and remove duplicate content.
Create clear topic-based sections with descriptive headings and subheadings.
Keep information in self-contained paragraphs so individual chunks can stand on their own.
Place key information near the beginning of each section.
Use consistent terminology across all documents.

You may also want to consider breaking very large documents into several focused documents organized by topic area. This often makes maintenance easier and can improve retrieval accuracy.

Once the content is migrated, the Knowledge Optimizer and Agent Copilot performance dashboards can help identify which articles are being used most frequently, where unanswered questions exist, and which content may need refinement based on actual agent usage.

This was a lot of info, to summarize, excel is supported, but for knowledge-centric content intended for Agent Copilot, well-structured Word documents are typically the better long-term choice.

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------