Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
[This article is prerelease documentation and is subject to change.]
Knowledge sources define what your agent can access and reference when responding to users. You add and manage knowledge from the Build tab.
About knowledge in agents powered by the Customer Conversation harness
Agents powered by the Customer Conversation harness use the same knowledge concepts as other agents, though the specific set of supported source types differs. For shared concepts, see Knowledge overview for agents. For the full list of source types, authentication requirements, and configuration details, see Available knowledge sources for agents (Customer Conversation).
Because every agent powered by the Customer Conversation harness supports both Speech and Chat conversations by default, keep the following modality consideration in mind:
- Speech channels don't support end-user sign-in. Knowledge sources that require end-user credentials to access (for example, a knowledge source scoped to the signed-in user's permissions) only work for Chat conversations. Design your knowledge sources and instructions accordingly if your agent also handles Speech conversations.
Add knowledge sources
Open your agent in Copilot Studio, and select the Build tab.
Select the primary agent's card to open its configuration panel. If you've added any sub-agents, select a sub-agent's card instead to configure that sub-agent.
In the Knowledge section, select Add knowledge.
The Add knowledge dialog opens to a Featured tab, with an Advanced tab for more source types. Sources are split into two groups: sources you can add directly, and sources that require you to configure authentication first. You can also search for a source using the search box.
- Available sources you can add directly include Public websites, Files (upload documents), and Dynamics 365.
- Sources listed under Requires authentication (for example, SharePoint, Dataverse, Salesforce, and ServiceNow) need you to select Change authentication before you can add them. This opens the Shared Settings panel's Security tab, where you set the Authentication mode for all agents in the orchestration, and separately configure Voice authentication (caller verification using biometric authentication, authentication policies, and OTP challenge rules) for Speech channels. For steps, see Configure agent details and security (Customer Conversation).
- These sources use end-user authentication, so they're available only in Chat conversations. Speech channels don't support end-user sign-in.
Select the source type you want, and follow the configuration steps for that source.
Select Add to agent to confirm and add the knowledge source.
Note
Search quality for third-party sources (for example, Salesforce or ServiceNow) depends on the provider's search capabilities.