Skip to main content
Knowledge is organised in two levels: Knowledge Sources hold the raw connection to a data system, and Knowledge Assets group those sources into packages that your team can access. Both are managed from the Agent’s knowledge overview.

​
The Knowledge Overview

After opening an Agent in Administration, the knowledge overview is your central hub for managing all knowledge. It shows all Knowledge Assets with their connected sources, and provides all key actions in one place. From here you can:
  • Click + Add knowledge to create new assets and sources using a guided workflow
  • Open any asset to view and manage its sources
  • Share, edit, or delete existing assets

​
Adding Knowledge: The Guided Workflow

Clicking + Add knowledge opens a step-by-step wizard. You choose between two paths:
  • Add new asset - creates a brand-new asset, optionally with its first source
  • Add source to an existing asset - connects a new source to an asset that already exists
1

Choose Your Path

Select whether you want to create a new asset or add a source to an existing one. If no assets exist yet, only “Add new asset” is available.
New Data 1 1
New Data 2
2

Asset (new asset path only)

Enter a name and optional description for the new asset. You can also set whether the asset should be pre-selected by default when users open the Agent.
You can configure AI-based translations for the asset later in the asset settings.
3

Source - Select Your Connector

Choose the data system you want to connect. Only connectors that are available for your Agent are shown. See the connector-specific setup details below.
You can skip this step to create an empty asset without any source. The asset will appear in the knowledge overview and you can add sources to it later.
4

Configure & Sync

Select the folders, files, or scope for your source, and optionally configure a recurring sync schedule.
  • Click Save & Sync to save and immediately start a synchronization.
  • Click Save to save the source without syncing right away.
Syncs cause costs (as of August 2026: $10 per 1000 pages) and update the Agent’s knowledge base. Make sure you have selected the correct scope before starting a sync.
After saving, the new asset appears immediately in the knowledge overview.

​
Connector Setup Details & Start Synchronizations

Select your data system below for setup instructions:

​
Preparation

  • Connect your SharePoint at the highest site level (yourcompany.sharepoint.com/site/siteName) with an SPN you will receive from your company. Your IT or internal contact person probably will be able to help you with that. This allows the Genow platform to access your SharePoint Site.
  • When setting up the SharePoint connector or creating sources, you will need the full site link on the highest level.
  • Syncing new or updated documents is possible in Administration or via scheduled syncs.

​
Create a New SharePoint Source:

  1. Enter a name for your source - this will also be the name of the knowledge source. Make sure the name can be easily understood by you and your team during future visits.
  2. Service Connection: Select your service connection. If nothing is displayed, contact your IT department. The service connection refers to the SPN connected to your SharePoint site.
  3. SharePoint Link: We will use the relevant part of your url and cut off the rest. Minimum amount of information: yourcompanyname.sharepoint.com/sites/SiteName
Go to the next screen with Continue to select the scope of the data synchronization.

​
Selecting Your Scope

Select all relevant folders or loose documents using the Files batch on each side to synchronize information.

​
File Type Selection

When configuring the scope of your SharePoint source, you can filter by file type to control which documents are synchronized. Only the selected file types will be included in the sync - all others are ignored. This allows you to keep your knowledge base focused and avoid syncing unnecessary files.

​
FAQ

  • If you add subfolders of folders already selected for a synchronization, you do not have to change the content configuration. Only if you added folders that are not part of an already selected folder do you have to change the configuration.
  • If you delete elements in SharePoint and then perform a synchronization, the deleted elements will also be unavailable on the Genow platform.
  • SharePoint pages and lists can be selected either all or none. The selection is done at the highest level.
  • Files over 500 MB will not be synchronized. If needed, we automatically convert files to PDFs and split them into several files. They will not be modified in your own file system.
  • Make sure your documents meet the requirements in the Data Maintenance article.
Click Save & Sync to start the synchronization process. This may take a while to complete.

​
Sync Runtime and Problem Files

Large knowledge syncs can run for up to 72 hours. Very large sync jobs that previously exceeded the limit and failed partway through can now complete in a single run, so all of your content makes it into the platform reliably. If a single document cannot be converted, it times out on its own and is skipped. The rest of the sync - and the platform - keeps working normally.
Skipped documents do not appear in the answers your users receive. If you are missing content after a sync, check whether the file follows our data guidelines.

​
Managing Existing Assets and Sources

​
Asset Details

Click on any asset in the knowledge overview to open the asset detail screen. Here you can:
  • View the asset name and ID
  • Toggle Selected by Default (whether users see this asset pre-checked when they open the Agent)
  • Click Add Source to create a new source and connect it to this asset
  • Click Add Knowledge Source to link an existing Agent-level source to this asset - without creating a new one
  • View all connected sources in the sources table
  • Edit, share, or delete individual sources
The Add Knowledge Source option lets you reuse sources that already exist within the Agent. A single source can be linked to one or more assets, so the same data connection can be made available in several places at once.

​
Unassigned Sources

You can also create a Knowledge Source without assigning it to an asset right away. These sources are collected in a dedicated Unassigned Sources screen, so you can prepare and sync data before deciding where it belongs. From there you can:
  • Link an unassigned source to one or more assets to make it available to users.
  • Unlink a source from an asset again. The source itself is kept - if it is no longer linked to any asset, it returns to the Unassigned Sources screen.
A source only becomes available to users once it is linked to at least one asset. A single source can be linked to multiple assets - and can even be reused in other Agents (see below).

​
Reusing Sources Across Agents

You can add an existing knowledge source to another Agent instead of syncing the same data twice. This keeps a single, consistent copy of the data available across multiple Agents.
  • The source keeps one owner - the person and Agent that originally created it stay responsible for it.
  • Other Agents reference the same source, so you avoid duplicate syncs and duplicate sync cost.
Because all Agents draw on the same synced source, an update made by the owner applies everywhere the source is used.

​
Permissions

Once knowledge is set up, your IT department needs to assign the correct permissions so that users can access it.
Permission roles, which hold a specific set of permissions for a knowledge asset, are assigned to a permission group from your company’s IAM system.
If you are using custom roles, that generally hold the permission to a subset of sources of your agent, and want to create a new source (that replaces other sources or just adds onto the existing data base) you need to make sure, that you will update the custom role. Contact your IT department for this.If you are using the share functionality to provide access, make sure to share the knowledge entity correctly.
1

Export the Required Permission

We distinguish between two scenarios:1. All users (or a specific user group) should be able to access all knowledge assigned to the Agent:
  • Use our standard roles which cover all sources in the Agent.
  • The needed role permission can be exported from the Agent overview screen in Administration.
  • Notation: useCase.[UseCaseID].User
2. A user group should only have access to a specific set of knowledge sources:
  • Please reach out to Genow for help to create the specific role.
2

Contact Your IT Department

Your IT will need information about which users or user groups will need which permission. Provide them with a list of users or, if you already know a group where all your users are managed, provide the name of that group.
Provide your IT department with:
  • The permission role
  • A list of users (names, emails, permission group per user). A table format is recommended.