An agent uses a SharePoint Online document library as a knowledge source for benefits FAQs. After go-live, some employees report the agent cannot answer questions that are clearly covered in documents they can open in the browser. Makers can see the files when browsing SharePoint as site owners. What is the most likely cause related to knowledge access design?
Select an answer to reveal the explanation.
Short Explanation and Infographic
If makers are site owners, they see everything — including drafts and restricted folders. The agent's retrieval still depends on what the knowledge connection and permissions model can index and return. Owner eyes ≠ end-user retrieval.
Full explanation below image
Full Explanation
SharePoint knowledge sources depend on correct site/library configuration, supported file types, indexing, and permission models. A common production issue is that makers testing with elevated SharePoint rights see content that retrieval does not return for the agent's configured access path or for restricted libraries.
Option A is correct. Permission and access alignment (what can be crawled/retrieved versus what a site owner can open) is a frequent root cause when "I can open the file but the agent cannot answer."
Option B is wrong because document libraries are a primary SharePoint knowledge scenario.
Option C is wrong because SharePoint can ground generative answers without Bing.
Option D is wrong; CAD .dwg is not a supported knowledge upload/document format for this purpose.
Exam tip: When debugging knowledge misses, verify source selection, file types, publish/index state, and permissions — not only the prompt text.