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Note: To follow the steps below, please ensure you have administrator access to your Microsoft Azure instance.

In this guide, you will learn how to connect your Microsoft SharePoint instance to Talkdesk Knowledge Management. Here’s an overview of the steps:

On Microsoft SharePoint:

1. Register a New Application

2. Application ID (Client ID)

3. Generate Client Secret

4. API Permissions

5. SharePoint Site Name

On Talkdesk:

6. Add SharePoint Connector

MS Sharepoint Supported File Types

Microsoft SharePoint

To connect your Microsoft SharePoint instance to Talkdesk Knowledge Management, you need access to the Microsoft Azure Portal. Begin by creating the connection in Microsoft Azure, then fill out the connection details in Talkdesk Knowledge Management. For more detailed and up-to-date information, please refer to the Microsoft Guide.

1. Register a New Application

1. In the Azure portal, under Azure services, select Microsoft Entra ID.
2. Select + Add and then App registration.
3. Add a name and under Supported account types, select: Accounts in this organizational directory only.
4. Select “Register”.

2. Application ID (Client ID)

1. After registering a new application, locate the Application (client) ID and Directory (tenant) ID from the overview menu option. Note these values, as they will be needed in Talkdesk Knowledge Management configuration.

3. Generate Client Secret

1. For security reasons, you need to add a secret to the configuration. In the previous menu under Client credentials, select “Add a certificate or secret”.
2. Select New client Secret.
3. Add a description and select an expiration date (we recommend 730 days or 24 months).
4. Select Add.
5. Important Information: Immediately save the secret value, as client secret values cannot be viewed except immediately after creation. Be sure to save the secret value before leaving the page.

4. API Permissions

To allow your connector to access your SharePoint sites and documents, you need to attribute read permissions to read all sites, read all files, and browse the list of all sites.

1. Inside your App Registration under Manage, select API permissions.
2. Select Add a permission.
3. Select Microsoft Graph.
4. Then select Application Permissions.
5. Now, add the following permissions:

• • • Sites.Read.All
    • Files.Read.All
    • BrowserSiteLists.Read.All

6. Select Add Permissions. All these permissions need to be approved by an administrator. If you have administrator permissions, select Grant admin consent.

5. SharePoint Site Name

Decide which site you want to connect to Talkdesk SharePoint. At the moment, you can only select one site per connector. If you want to sync more than one site, create another connector. It is not supported to select a sub-site; you need to select the root site of your SharePoint.

1. To find all your active sites, go to: 

https://<your_sharepoint_instance>.sharepoint.com/_layouts/15/online/AdminHome.aspx#/siteManagement/view/ALL%20SITES.

2. Save the Site Name (Note: This is not referent to the site’s URL address), as the Site Name will be used to connect to your Talkdesk instance.

Talkdesk

With the information from the previous steps, ensure you have the following details:

• Client ID -> Application (client) ID
• Client Secret -> Secret Value
• Tenant ID -> Directory (tenant) ID
• Site Name

6. Add SharePoint Connector

1. Inside your Talkdesk Workspace, navigate to the Knowledge Management menu.
2. Click on the External Sources button.
3. Select Connect new Source.
4. From the list of available connectors, choose SharePoint.
5. Complete the required fields in Talkdesk Knowledge Management as shown in the example below.
6. Don’t forget to add a Name and Description, as well as choosing the Refresh Settings.
7. Select Create and the connector is created!

Notes:

• Within Talkdesk, you can create repeated connectors to MS Sharepoint (e.g. map different portions of your Sharepoint with different permission levels for access to different users).
• Only SharePoint Online is supported with this connector.
• Information is extracted from both pages and documents present in the SharePoint site.
• Please note that there is currently a limit of 40,000 documents per connector. For PDF files, each page is treated as a separate document, while for Markdown (MD) files, each section is treated as a separate document.

MS Sharepoint Supported File Types:

These are the supported file types for the MS Sharepoint connector.