Genesys Cloud - Main

Hi 

We have just started piloting agent copilot. We have the knowledge base pointing to our SharePoint. Currently we placed spreadsheets that were originally created to be cheat sheets for the agents; they have multiple tabs and some duplicated information.

We are looking to revise these so that copilot can present better quality suggestions. You know the old saying "garbage in, garbage out".

We want to make sure since we are going to spend the time doing this that we do it right.

We also want to consider ease of future modifications to the documents.

Any recommendations on which document type works better? Word, Excel, other?

Are there any known issues with using an Excel document with multiple tabs?

I have reviewed the following: 

https://help.genesys.cloud/226385/

https://community.genesys.com/discussion/best-practices-for-knowledge-articles

#AICopilot(Agent,Supervisor,Admin)

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Rose White
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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!

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Cameron
Online Community Manager/Moderator
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