SMAX-SharePoint Integration 1.0

In Service Management you can enable automatic access to all knowledge stored on your SharePoint and web sites requiring no import steps. From within Service Management, agents can search and access on premise SharePoint articles indexed through out-of-the-box IDOL connectors. These articles are also available to agents who are working with Live Support.

To index SharePoint knowledge articles, you must install an On-Premise Bridge Agent, an IDOL SharePoint Connector, and an IDOL License Server. Thereafter, you create a Knowledge Indexing endpoint to bridge the Connector Framework System (CFS) and the Agent.

Every hour, on the hour, changes registered on the SharePoint server are indexed by the SharePoint Connector, and the SharePoint knowledge articles become available in Service Management through the IDOL Global Search.