Problem Description

When configuring knowledge for a Customer Service Management (CSM) Virtual Agent scenario, the selectable knowledge sources are limited to:

• Confluence

• Website

(as per: https://support.atlassian.com/customer-service-management/docs/give-your-customer-service-agent-knowledge/)

At the same time:

• The organisation has already connected SharePoint to Rovo using the native connector:
  [Connect SharePoint to Rovo | Atlassian Support|https://support.atlassian.com/organization-administration/docs/connect-sharepoint-to-rovo/]

• SharePoint content is successfully indexed and visible in Rovo / Teamwork Graph as available objects.

However, this SharePoint content cannot be selected as a “KB source” for the CSM Virtual Agent / Rovo agent in the scenario configuration. The VA configuration UI only exposes Confluence and website sources, and does not allow selecting “any Rovo-connected data source” (such as SharePoint) as a knowledge source.

Suggested Resolution

Enhance CSM Virtual Agent so that: Knowledge source selection is generalized to “Rovo-connected sources” and VA/Rovo agent uses those sources for retrieval{}

Workaround (if any)

Currently there is no direct workaround to have CSM Virtual Agent natively search/index SharePoint content as a configured KB source.