RM575275Microsoft Contact Center Intelligence: Knowledge

Knowledge sources ground your agent's responses in enterprise data. When you add knowledge sources, agents can use enterprise data from Power Platform, Dynamics 365 data, websites, and external systems. By using knowledge sources, your agents can provide relevant information and insights for your customers.

You can incorporate knowledge sources into agents during their initial creation, or add them after the agent is created.

Published agents that contain knowledge use the configured knowledge sources to ground the published agent. You can incorporate knowledge at the agent level, in the Knowledge page, or at the topic level, with a generative answers node in an agent topic.

GA date: November CY2026

Preview date: October CY2026