Connecting SharePoint as an external knowledge source

<body>
<p id="docs-hc-snippet" style="display: none;">You can set up a SharePoint connection to connect and sync content from your SharePoint site. After you connect a SharePoint site, you canconfigure workflows to use this external content. When you sync a SharePoint site, all supported content files are automatically synced.</p>
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<p id="docs-ai-summary-content">You can connect SharePoint to sync Microsoft Word, Excel, and Markdown files as external knowledge sources. Manage connections to add or remove content by updating your SharePoint site and syncing. Set viewer permissions to control access for user segments. Sync occurs automatically every 24 hours, with an option to manually resync. Disconnecting removes all synced content from your knowledge base.</p>
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<div class="body">

<div class="p">You can connect SharePoint to your Zendesk account to make the content available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_cwq_c2s_ygc" target="_blank">wherever external content is used</a>. You must be
a Knowledge admin to set up and manage external content connections.<div class="note" id="topic_c3s_fft_wgc__note_plw_gmb_cjc">
<span class="notetitle">Note:</span> Sharepoint connections currently support Microsoft Word,
Microsoft Excel, and Markdown file types. You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10735302080666#topic_ubb_35z_fjc" target="_blank">enroll in the PDF Ingestion EAP</a> to enable
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10735302080666#topic_bn4_3qs_fjc" target="_blank">syncing of your PDF documents</a>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_c3s_fft_wgc__ul_kbk_dsh_xgc">
<li class="li"><a class="xref" href="#topic_ftg_xjt_wgc">Setting up a SharePoint connection</a></li>
<li class="li"><a class="xref" href="#topic_t1w_vps_ygc">Adding or removing content from your SharePoint connection</a></li>
<li class="li"><a class="xref" href="#topic_xm5_zpf_k3c">Managing SharePoint sites connected to your Zendesk account</a></li>
</ul>
</div>
<div class="p">
<strong class="ph b">Related articles</strong>:<ul class="ul" id="topic_c3s_fft_wgc__ul_npx_2r1_xgc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">About connecting external content to Zendesk
for use across knowledge experiences</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831783962" target="_blank">Knowledge product limits for your help
center</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ftg_xjt_wgc">
<h2 class="title topictitle2" id="ariaid-title2">Setting up a SharePoint connection</h2>
<div class="body">
<p class="p">You can set up a SharePoint connection to connect and sync content from your
SharePoint site. After you connect a SharePoint site, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010#topic_opg_phs_ygc" target="_blank">configure workflows to use this external
content</a>. When you sync a SharePoint site, all supported content files are
automatically synced. </p>
<div class="p">
<strong class="ph b">To set up a SharePoint connection</strong><ol class="ol" id="topic_ftg_xjt_wgc__ol_ik3_ckt_wgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_ftg_xjt_wgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_x2y_pz5_z3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-extcontent-menu.png" width="225"></p>
</li>
<li class="li">Under the Available sources section, click <strong class="ph b">Connect</strong> on the source that
you want to connect.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_y2y_pz5_z3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-connect.png" width="200"></p>
</li>
<li class="li">Click <strong class="ph b">Continue</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_s2p_bcl_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-connecttosync.png" width="325"></p>
</li>
<li class="li">Log into Microsoft with a user account that has the correct permissions for
content you want to sync to Zendesk.</li>
<li class="li">Select your SharePoint site from the drop-down list, then click
<strong class="ph b">Finish</strong>.<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_wxp_y35_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-connect2SPsite.png" width="325"></p>
<p class="p">SharePoint is added to
your Connections page and your site begins syncing.</p>
<p class="p"><img class="image" id="topic_ftg_xjt_wgc__image_gdk_gxr_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-connections-page.png" width="700"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_t1w_vps_ygc">
<h2 class="title topictitle2" id="ariaid-title3">Adding or removing content from your SharePoint connection</h2>
<div class="body">
<p class="p">When you set up your SharePoint connection, you specify the site you want to connect.
You can create multiple SharePoint connections, but each connection contains a
single site. All supported content within the site is synced to the connection. </p>
<p class="p">To add or remove content from a SharePoint connection, you can add or delete the
content from your SharePoint site, then either wait for an automatic sync, or
manually resync your site. The new content item will be reflected in the Items
number for the SharePoint connection on your Connections page.</p>
<p class="p"><img class="image" id="topic_t1w_vps_ygc__image_dgd_n3b_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-connections-page.png" width="700"></p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_xm5_zpf_k3c">
<h2 class="title topictitle2" id="ariaid-title4">Managing SharePoint sites connected to your Zendesk account</h2>
<div class="body">
<p class="p">Once you've created a SharePoint connection, you can view information about the
connection, set viewer permissions for content, and manually resync or remove the
connection. </p>
<div class="p">This section contains the following topics:<ul class="ul" id="topic_xm5_zpf_k3c__ul_srg_2lb_xgc">
<li class="li"><a class="xref" href="#topic_cvp_glb_xgc">Viewing SharePoint connection details</a></li>
<li class="li"><a class="xref" href="#topic_z5f_xts_ygc">Managing viewer permissions for SharePoint content</a></li>
<li class="li"><a class="xref" href="#topic_x2c_xlb_xgc">Manually resyncing SharePoint content</a></li>
<li class="li"><a class="xref" href="#topic_c5b_bmb_xgc">Disconnecting a SharePoint site</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_cvp_glb_xgc">
<h3 class="title topictitle3" id="ariaid-title5">Viewing SharePoint connection details</h3>
<div class="body">
<p class="p">You can use the information panel to view information about the SharePoint
connection, when it was created and by whom, and when it was last synced. </p>
<div class="p">
<strong class="ph b">To view SharePoint connection details</strong><ol class="ol" id="topic_cvp_glb_xgc__ol_gbz_kwb_xgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_cvp_glb_xgc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_g1t_zhb_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-extcontent-menu.png" width="225"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_cvp_glb_xgc__image_jbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the connection you want to
manage, then select <strong class="ph b">Manage</strong>.<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_kbz_kwb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-manage-drop.png" width="700"></p>
</li>
<li class="li">View details about the connection:<ul class="ul" id="topic_cvp_glb_xgc__ul_qbb_gyb_xgc">
<li class="li">
<strong class="ph b">Created</strong>: When the connection was created</li>
<li class="li">
<strong class="ph b">Connected by</strong>: Name of the Knowledge admin who created the
connection</li>
<li class="li">
<strong class="ph b">Items</strong>: Number of connected pages in the site</li>
<li class="li">
<strong class="ph b">Status</strong>: Sync status</li>
<li class="li">
<strong class="ph b">Last synced</strong>: When the last sync occurred. Syncs are
automatically performed every 24 hours, though they can also be
<a class="xref" href="#topic_x2c_xlb_xgc">initiated
manually</a>
</li>
</ul>
<p class="p"><img class="image" id="topic_cvp_glb_xgc__image_adk_syb_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-mng-panel.png" width="275"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_z5f_xts_ygc">
<h3 class="title topictitle3" id="ariaid-title6">Managing viewer permissions for SharePoint content</h3>
<div class="body">
<p class="p" dir="ltr">You can set the viewer permissions for who can view connected
SharePoint content in your Zendesk workflows.</p>
<div class="p" dir="ltr">
<strong class="ph b">To manage viewer permissions for SharePoint content</strong><ol class="ol" id="topic_z5f_xts_ygc__ol_csl_zts_ygc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9041943683354#topic_b5q_nwn_s2c" target="_blank">Knowledge admin</a>, click <strong class="ph b">Manage articles</strong>
(<img class="image" id="topic_z5f_xts_ygc__d8e24" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/guide_icon_manage_articles.png">) in the sidebar.</span></li>
<li class="li">Click <strong class="ph b">External content &gt; Connections</strong>.<p class="p"><img class="image" id="topic_z5f_xts_ygc__image_hz1_2jb_cjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-extcontent-menu.png" width="225"></p>
</li>
<li class="li">Click the options menu (<img class="image" id="topic_z5f_xts_ygc__image_jnn_15s_ygc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) on the row for the connection you want to
manage, then select <strong class="ph b">Manage</strong>.</li>
<li class="li">Under <strong class="ph b">Viewing permissions</strong>, select one of the following options to
determine which <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">user segments</a> can view content
from this space:<ul class="ul" id="topic_z5f_xts_ygc__ul_kng_tct_pbc">
<li class="li">
<strong class="ph b">Only visible to selected user segments</strong>: Select a user segment from the following. On Enterprise plans, you can select up to 10:<ul class="ul" id="topic_z5f_xts_ygc__ul_lng_tct_pbc">
<li class="li">
<strong class="ph b">Signed-in users</strong>: Includes internal and external
users who create an account and sign in to your help
center. </li>
<li class="li">
<strong class="ph b">Agents and admins</strong>: Includes team members only, so
that you can create content that is internal-only. <div class="note" id="topic_z5f_xts_ygc__note_mng_tct_pbc">
<span class="notetitle">Note:</span> Light agents are included in
this segment. For a list of light agent permissions,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846501402" target="_blank">Understanding and
setting light agent
permissions</a>.</div>
</li>
<li class="li">
<strong class="ph b">Custom user segment</strong>: Allows you to restrict
viewing access to specific users based on tags,
organizations, or groups by applying user segments. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408837707290" target="_blank">Creating user
segments to restrict access</a>.</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Visible to everyone</strong>: Includes anyone who visits your help
center and doesn't require sign in.</li>
</ul>
<p class="p"><img class="image" id="topic_z5f_xts_ygc__image_dks_y5l_y3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-norton-viewingpermissions-0416.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_x2c_xlb_xgc">
<h3 class="title topictitle3" id="ariaid-title7">Manually resyncing SharePoint content</h3>
<div class="body">
<p class="p">When you connect SharePoint as an external content source, a sync process runs
every 24 hours to update new or changed content within the site. </p>
<div class="p">
<strong class="ph b">To manually resync SharePoint content</strong><ol class="ol" id="topic_x2c_xlb_xgc__ol_lxk_5d5_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_x2c_xlb_xgc__image_z13_4lb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the connection you want to
sync.<p class="p"><img class="image" id="topic_x2c_xlb_xgc__image_p4z_4l5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-syncagain-new.png" width="700"></p>
</li>
<li class="li">Select <strong class="ph b">Sync again</strong>.<p class="p">The SharePoint connection syncs immediately,
and the Last synced column is updated with the most recent sync
time.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_c5b_bmb_xgc">
<h3 class="title topictitle3" id="ariaid-title8">Disconnecting a SharePoint site</h3>
<div class="body">
<p class="p">You can remove the connection to SharePoint if you no longer want to sync its
content. If you remove a connection, all site content within that connection
will be removed. </p>
<p class="p">When you remove a connection, the related content is no longer available <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9822956298010" target="_blank">wherever external content is used</a>. </p>
<div class="p">
<strong class="ph b">To disconnect a SharePoint site</strong><ol class="ol" id="topic_c5b_bmb_xgc__ol_avd_g25_wgc">
<li class="li">On the Connections page, click the options menu (<img class="image" id="topic_c5b_bmb_xgc__image_ugj_qlb_q3c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_options_icon.png">) for the site you want to
disconnect.<p class="p"><img class="image" id="topic_c5b_bmb_xgc__image_jz1_zl5_wgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-removecx.png" width="700"></p>
</li>
<li class="li">Select<strong class="ph b"> Remove connection</strong>.</li>
<li class="li">Review the message, then click <strong class="ph b">Remove connection</strong>.<p class="p"><img class="image" id="topic_c5b_bmb_xgc__image_fcm_czg_xgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/knw-sharepoint-removecx-confirm.png" width="375"></p>
The SharePoint site is
removed from the Connection list and unavailable as an
external content source.</li>
</ol>
</div>
</div>
</div>
</div>
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