External Document Sources for Knowledge Access
External document sources allow ServiceMax AI to use documents stored in cloud‑based repositories such as Microsoft OneDrive and Microsoft SharePoint. This capability extends document access beyond Salesforce files and lets the system retrieve information directly from external platforms.
The Knowledge Access agent manages documents from these external sources by uploading them, organizing them, and linking them to specific products. After ServiceMax AI processes the documents, users can continue to access them even if the original source is no longer connected.
End Users of External Document Sources
Primary users of this feature include:
• Field Service Technicians use external documents to find relevant information during service jobs.
• System Administrators configure and manage document sources and product associations.
• Service Managers monitor document availability and ensure compliance with organizational standards.
Best Practices
• Use a shared or integration‑specific Microsoft account to connect OneDrive or SharePoint.
• Avoid using personal administrator accounts to reduce access issues.
• Use the document selection interface to select multiple documents. Performance may be limited when you upload large numbers of files.
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