Skip to main content

Notifications

Copilot Studio - General
Unanswered

Using the Copilot connector to connect Zendesk Guide in a Multibrand environment (no answers)

Posted on 28 Nov 2024 08:36:42 by 4

Hi,

I'm working with Co-Pilot Studio to integrate our Zendesk Guides, allowing employees to search all of our content directly. Some content is restricted to logged-in users assigned to specific segments, so the bot needs to parse both public and restricted content.

We have multiple Help Centers, and by using the appropriate subdomains, I’ve successfully connected them all. I’ve selected only the "Articles" table for synchronization, as it contains the relevant content. The connection appears to be working, and I can preview the content successfully:

 
Preview of articles table. Body holds the html content
 

For testing I have used a question that reflects the title formed as a question to be able to return content from Gen AI. 

I see that it's looking at the knowledge, but not returning any results:

 
These are my Gen AI settings:
 
Use generative AI to determine how best to respond to users and events (preview): ON
Allow the AI to use its own general knowledge: OFF
How should your agent interact with people?: Generative
How strict should the content moderation be?: HIGH


My expectation was that it's able to parse through the Articles table and providing me at least some content. Any suggestions what I'm doing wrong here?
 
Categories:
  • Suggested answer
    Artur Stepniak Profile Picture
    Artur Stepniak 122 on 28 Nov 2024 at 10:15:06
    Using the Copilot connector to connect Zendesk Guide in a Multibrand environment (no answers)
    Hello,
     
    at first it's worth to note that generative orchestration (this buddy: Use generative AI to determine how best to respond to users and events (preview): ON) is a preview feature - it means that it couldn't work in some cases or give unexpected results, see docs: https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-generative-actions
     
    Second point: did you input any instructions to the model on how to perform tasks? I see that the columns have system names, so it's not able to understand what do you mean. You need to describe it in the instructions on what columns you have, what to do with them etc. If that won't work, you can also try to use Actions instead of a connector. I see Zendesk connector on the list:
     
    If you'd use an action, you'd need to instruct it on how to prepare inputs/outputs.
     
    In case of any other questions, let me know. If the answer helped you, mark it, so that others can benefit from it.
     
    Best regards,
     
    Artur Stepniak
     

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

November 2024 Newsletter…

November 2024 Community Newsletter…

Community Update Oct 28…

Power Platform Community Update…

Tuesday Tip #7 Community Profile Tips…

Welcome to a brand new series, Tuesday Tips…

Leaderboard

#1
WarrenBelz Profile Picture

WarrenBelz 143,151

#2
RandyHayes Profile Picture

RandyHayes 76,308

#3
Pstork1 Profile Picture

Pstork1 63,845

Leaderboard