Google Drive Knowledge Ingestion

This topic contains an overview of the integration steps to integrate your Aisera platform instance with your Google Drive Knowledge Article repository.

1. Create an Aisera Service Account user with the Aisera Admin UI. This user only needs Read permissions (with Export ability) to transfer data to the Aisera platform DB. If you plan to use Ticket Concierge, Knowledge Generation, or other features that write back to your corporate Google Drive, this user will need Read/Write permission (with Import/Export ability). This Aisera Service User does not need Execute or Delete permissions because all Aisera operations will be performed, tracked, and logged in the Aisera cloud.

2. Click Settings > Integrations > New Integration in the Aisera Admin UI.

1. Search for Google Drive, select the icon, and click Next.

1. Enter the Configuration details:

2. Name: Enter the name of your Aisera Service Account user.

3. Public: Determines whether the integration can be used outside the firewall.

4. Description: Enter the description (Optional).

5. Click Next.

1. Enter the Authentication details:

2. Authorization URL: https://accounts.google.com/o/oauth2/auth?scope=<scope_url>&prompt=consent&access_type=offline For the <scope_url> variable, choose a URL based on the level of access you want to offer. Here is the list: https://developers.google.com/identity/protocols/oauth2/scopes#drive. For example:

   1. To crawl documents from GDrive, set the Scope as: https://www.googleapis.com/auth/drive.readonly and set the URL as: https://accounts.google.com/o/oauth2/auth?scope=https://www.googleapis.com/auth/drive.readonly&prompt=consent&access_type=offline

   2. To use AddFileCollaboratorAction set the Scope as: https://www.googleapis.com/auth/drive and add the Link in the format: https://accounts.google.com/o/oauth2/auth?scope=https://www.googleapis.com/auth/drive&prompt=consent&access_type=offline

3. You can find your Client ID and Client Secret in your Google Drive Admin. Access Token URL= https://oauth2.googleapis.com/token.

4. You will be redirected and then granted access to your Aisera tenant platform.

5. Edit the URLs from the Google Drive page to point to your tenant system: <aisera_url>/?id=aisera.oauth.oauthCommand where <aisera_url> is the endpoint you are using to access your instance of the Aisera platform.

Set up a File Data - Data Source with GDrive integration to Crawl Documents

After creating the integration, create the File Data data source that will crawl the documents from your Gdrive.

1. Click Settings > Data Sources > New Data Source.

2. Search for File Data, select the icon, and click Next.

1. Search for File Data, select the icon, and click Next.

1. Enter the Configuration details:

   1. Name: Enter the Name of the Data Source

   2. Data Type: Select the Data Type to be Ingested, such as KnowledgeBase.

   3. File: Select Cloud Files.

   4. Integration: Select the name of the Integration you created above. After you choose your integration, you may be asked for additional parameters, such as Folder Path, Google Drive Id, and File Search API Custom Query. This last options allows you to use labels to limit or include articles in the ingestion.

e. Folder Path: Mention the folder path to your files/documents on Gdrive. (The other options are not needed for the Gdrive Data Source)

1. Click the Next button.

2. Optional - Choose a Template.

3. Click Next.

4. If needed, modify the Ingestion Configuration

5. Click OK.

6. Browse to the Data Source page you just created and start the knowledge ingestion.

Review Crawled Knowledge Documents

After the Data Source job run is completed, the administrator may review all the knowledge documents and ingested sections.

To view all ingested documents:

1. Navigate to AI Workbench on the left navigation panel.

2. Click the Review > Knowledge Review tab at the top of the page.

1. You will see Commit Reviewed and the number of documents that are ingested.

2. Since this is the first crawl, all the documents are Reviewed by default (Refer to the Knowledge Management document for more details)

3. Click on Commit Reviewed and click Commit.

1. Navigate to the SOR > Knowledge tab in the left panel and you will see all the ingested documents.

(It might take a couple of minutes to show/load the docs in the Knowledge tab)

Google Drive Supports Custom API Queries

In the Data Source Configuration for a Google Drive integration, there is a parameter called, File Search API Custom Query that is used to limit KB Article ingestion based on labels.

The File Search API Custom Query field accepts a comma-separated list of label IDs to flag articles that are meant to be excluded; documents that contain them will not be ingested. This field also accepts a Google Drive Rest API compatible query.

You can also use the File Search API Custom Query field to include labels (make sure that ingested documents must contain some specific labels), filter on other metadata like the Document’s Author field.