Client Scenario: Pega Knowledge Buddy + SharePoint Integration Challenge

AI
1

Sharing a scenario based on a client’s experience integrating Pega Knowledge Buddy with SharePoint. The details below reflect their objective, the challenge encountered, and an interim workaround currently being evaluated—along with a question for the broader community.

Objective
The goal of this initiative is to integrate Pega Knowledge Buddy with SharePoint to enable access to SharePoint-based knowledge. This would allow Pega to extract, create, and store knowledge in the Pega AI database, making it available within the Customer Service application in a contextual and intelligent way.

Challenge
To support this integration, secure access protocols must be followed. The recommended and approved approach for external cloud applications accessing SharePoint content is via Microsoft Graph APIs with Entra ID.

However, Pega Knowledge Buddy currently supports only the traditional SharePoint REST API endpoints. In environments with stricter security requirements, these REST endpoints may not be approved, introducing a blocker for direct integration with SharePoint.

Feedback Raised
To address this limitation, the client has raised feedback requesting support for Microsoft Graph–based integration. This enhancement would align with modern security standards and help unblock direct connectivity with SharePoint in secure enterprise environments.

Current Workaround
As an interim solution, a manual approach is being considered:

  • Documents are uploaded directly into Pega Knowledge Buddy

  • Knowledge content is maintained and updated within Pega as needed

  • Knowledge Buddy continues to function within the CSR experience using this uploaded content

While this approach requires manual updates when documents change, updates are expected to be relatively infrequent, making this a viable short-term option. Discussions are ongoing to validate and move forward with this approach.

Question for the Community
Has anyone else encountered similar challenges when integrating Pega Knowledge Buddy with SharePoint under stricter security constraints?

  • Are there alternative approaches or workarounds you’ve implemented?

  • How are others managing knowledge synchronization in the interim?

Appreciate any insights or experiences while the feedback is being evaluated.

2

Hi,

Knowledge Buddy supports integrations with both SharePoint and Confluence through the Knowledge Loader framework (see documentation: How Pega Knowledge Loaders work).

Knowledge Loader is a flexible framework that provides out-of-the-box support for SharePoint and Confluence. It leverages the Pega SharePoint Marketplace component, which was originally built on legacy APIs but can be easily extended to support additional sources through defined extension points.

The SharePoint component has recently been updated to support Microsoft Graph API connections. Knowledge Loader will soon align with and support this updated version as well.

In our case, we had similar requirements and successfully extended the Knowledge Loader using the available documentation (see: Extend the Pega Knowledge Loader application). By simply providing the relevant connection configurations, the framework handles the ingestion of content and metadata automatically.

While we initially created connection rules from scratch, you can alternatively upgrade to the latest sharepoint component version and use the out-of-the-box connection rules to integrate with the Graph API.

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@bicii That you for this information. I was able to connect the client to the Knowledge Agent booth at PegaWorld. Will be following up with them to see if this helps solve their issue.

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Upgrade to the latest version of the Pega SharePoint Marketplace component, which has been updated to include Microsoft Graph API support. Once upgraded, use the out-of-the-box connection rules within the Knowledge Loader framework to connect to SharePoint via Graph API, and the framework will automatically handle content ingestion and metadata.