web
You’re offline. This is a read only version of the page.
close
Skip to main content

Notifications

Announcements

No record found.

Community site session details

Community site session details

Session Id :
Service | Customer Service, Contact Center, Fie...
Suggested Answer

SharePoint as a Knowledge source no longer available

(3) ShareShare
ReportReport
Posted on by 14
Hi all,

I’ve observed that the option to enable SharePoint as a knowledge source in the Customer Service admin center is no longer visible. I’ve attached a screenshot below of the feature I’m referring to for clarity,

Does anyone know if this setting has been relocated or if it has been completely removed?

Any insights would be greatly appreciated!

Thanks in advance
I have the same question (0)
  • Suggested answer
    Amit Katariya007 Profile Picture
    10,409 Super User 2025 Season 2 on at
    Hello User,
     
    Have you enabled share point with CRM ? 
     
    Thank you,
    Amit katariya
  • Shreya S Profile Picture
    14 on at
    Hi Amit,
     
    Yes the SharePoint is enabled in the CRM.

    Thanks for the response

     
  • Suggested answer
    Alex Dan 365 Profile Picture
    73 on at
    Hi Shreya,
     
    Microsoft did a small change to this and it is well hidden :) . You can go to "Search admin setting" and search for external search providers. Then, you can create a new record and choose "Sharepoint"
     
     
    "Search Providers on the Knowledge page has been renamed as External search providers "- https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/set-up-search-providers
     
    I hope this helps. 
     
     
    Kind regards.
    Alex
  • Shreya S Profile Picture
    14 on at
    Hi Alex,

    Thanks for the response.

    I’ve looked into this setting, and it only assists with queries via Knowledge search. What I need is for Copilot to reference SharePoint when we ask it to draft emails or respond to queries. Ideally, it should automatically pull in relevant documents and attach them to the emails. Something along these lines would be ideal:


    If you have any insights on this setting, I’d appreciate your input.

    Thank you!

  • Suggested answer
    jfwarren-nz Profile Picture
    19 on at
    From my experiance this is a preview feature that you have to request from Microsoft. I would love to be corrected but the options for leveraging SharePoint using search only works in the Knowledge Search widget, this does not give you generative answers in the Ask A Question or Draft Email for Copilot. 
     
    There is preview functionality to connect Copilot to SharePoint using the Plugins for generative AI (preview) but this is prerelease. I have not yet tested if this will just search the folders or if it can generate answers from the documents.

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

Responsible AI policies

As AI tools become more common, we’re introducing a Responsible AI Use…

Neeraj Kumar – Community Spotlight

We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…

Leaderboard > Service | Customer Service, Contact Center, Field Service, Guides

#1
Tom_Gioielli Profile Picture

Tom_Gioielli 61 Super User 2025 Season 2

#2
Siv Sagar Profile Picture

Siv Sagar 52 Super User 2025 Season 2

#3
Daniyal Khaleel Profile Picture

Daniyal Khaleel 42 Most Valuable Professional

Last 30 days Overall leaderboard

Featured topics

Product updates

Dynamics 365 release plans