Knowledge Hub Tasks

Only NiCE Professional Services can create knowledge bases (KBs) in Knowledge Hub. You can do the following in Knowledge Hub:

View a list of the knowledge bases NiCE Professional Services has created and the knowledge sources included in each one.
View the status of each knowledge base and knowledge source.
Provide knowledge source credentials. This is a necessary step of setting up knowledge bases in Knowledge Hub. You must either provide the credentials to NiCE Professional Services or enter them in Knowledge Hub yourself.
Sync knowledge sources.
Run a full sync of a knowledge source.

Provide Knowledge Source Credentials

You must either provide the credentials to NiCE Professional Services or enter them in Knowledge Hub yourself. To enter them yourself, follow the steps below.

This is not necessary for a custom knowledge source.

In NiCE CXone, click the app selector and select General > AI Studio > Knowledge Hub.

Click Edit Source icon of a gray pencil and paper. in the row for the knowledge source you want to provide credentials for.

Configure the fields in the Source Configurations form. The fields that appear depend on the knowledge source platform.

Learn more about fields for BusinessOptix

Field	Details
JWT Token	The JWT Token generated by BusinessOptix.
Base URL	The BusinessOptix base URL.
Library Name	The name of the BusinessOptix library you want to sync.
Component ID	The unique ID for the component you want to connect.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for Confluence

Field	Details
Authentication Type	Select OAuth2 or Basic. The fields that appear depend on your selection.
Username	Your Confluence username (For Basic authorization).
API Token	Your API token from Confluence (For Basic authorization).
Client ID	Your client ID from Confluence (For OAuth2 authorization).
Client Secret	Your client secret from Confluence (For OAuth2 authorization).
Base URL	The Confluence base URL. (For Basic authorization). For example, https://your-domain.atlassian.net. This field does not appear for OAuth2.
Confluence Spaces	After you click Next, select the spaces to ingest on the Space Selection page. You can search, select All, or select one or more spaces. At least one space is required. You cannot edit this selection after the connector is created.
Object Name	The default object name in Confluence is “Page.” This field cannot be edited.
Sync Frequency	The Sync Frequency is set to update Every Day.

After you enter the Confluence configuration details for OAuth2, click Authenticate to sign in to Atlassian and complete verification. For more information, see Connect Confluence to Knowledge Hub. After authentication is successful, Knowledge Hub generates the required tokens automatically in the background.

Learn more about fields for Document360

Field	Details
API Token	The API token generated in Document360.
Base URL	The Document360 API endpoint. In most cases, enter https://apihub.document360.io If your organization uses a dedicated or private Document360 setup, confirm the correct API endpoint with Document360 support.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for eGain with Basic authorization

Field	Details
Username	Your eGain user name.
Password	Your eGain password.
Portal ID	Unique ID number of your eGain portal.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for eGain OAuth2 authorization

Field	Details
Portal ID	Unique ID number of your eGain portal.
Client ID	The client ID for your eGain instance.
Client Secret	The client secret for your eGain instance.
Access Token	Your eGain access token.
Auth Code	Your eGain authorization code.
Refresh Token	The refresh token from eGain.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for Engageware

Field	Details
API Token	The Engageware API token. It must have read access to the products you want to sync. Treat your API token like any other credential. Do not share it over email or chat. Use a secure channel, such as a password manager or an encrypted file transfer.
Base URL	The URL of your Engageware instance. For example, https://your-org.engageware.com.
Product ID	The unique identifier of the Engageware product or knowledge base you want to sync. You can enter more than one product ID, separated by commas. For example, `69666a4a387f234464c36278`
Content Types	A comma-separated list of the content types to sync. This field cannot be edited. For example, `procedure, document, link, step, answer`
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for Knowledge Management (Expert)

Field	Details
Config Domain	The domain for your Knowledge Management (Expert) instance. For example, classics.cxoneexpert.ai.
Config Key	The key of your Server API token from Knowledge Management (Expert).
Config Secret	The secret of your Server API token from Knowledge Management (Expert).
Filter	Allows you to specify criteria for selecting which knowledge articles should be ingested into the Knowledge Hub, based on their metadata. The key must match the exact metadata name that holds the article content. The values must contain the exact metadata value or path you want to filter on. The type supports EQUALS and STARTS_WITH. Use EQUALS for exact metadata matches and STARTS_WITH for path-based or prefix-based filtering during ingestion. Both metadata name and value are case-sensitive. Use EQUALS when you want to match an exact metadata value. For example, the following filter ingests only articles where the ArticleType metadata is set to FAQ: [ { "key": "ArticleType", "values": ["FAQ"], "type": "EQUALS" } ] Use STARTS_WITH when you want to selectively ingest content based on a path prefix. For example, the following filter ingests only content whose uri.ui metadata starts with the specified path: [ { "key": "uri.ui", "values": [ "<path-to-filter>" ], "type": "STARTS_WITH" } ]
Parser Config	Knowledge Hub provides flexibility to filter the images you want to parse and ingest, enabling it to assist in answering questions based on image content. This process also requires specifying the LLM Large Language Model. A type of AI that processes, understands, and generates human language based on context. details and the prompt to be used for image parsing. We recommend keeping the default settings unless advised otherwise by the development team. While llmBasedImageParsing enables intelligent extraction of relevant information from images, you can also configure the system to ignore irrelevant image content using ignoreImageParsing. The values to be configured for these criteria depend on the Alt Text tags assigned to the image in Knowledge Management (Expert). If the Alt Text starts with “LLM”, Knowledge Hub will read the image, create a description, and store it. If the Alt Text starts with “No LLM”, the image will be skipped. If the Alt Text is blank, you can choose whether to parse it by setting parseImageEmptyAltText to True or False. The system_prompt tells the AI how to interpret the image, and parsingModelID specifies which AI model to use. For detailed information on supported file formats, size limits, and connector-specific capabilities, see Connector Support for Image Parsing and Document Parsing. "LLM_PARSER": { "image_parsing": "True", "parseImageEmptyAltText": "True", "llmBasedImageParsing": ["UseAI", "Use-AI", "Use_AI", "LLM"], "ignoreImageParsing": ["NOLLM", "NO-LLM", "NO_LLM"], "system_prompt": "You are a comprehensive data extraction assistant. Analyze images thoroughly and extract all relevant information including text, visual elements, structure, and context. Provide detailed descriptions that capture both explicit and implicit information.", "parsingModelID": "anthropic.claude-3-5-sonnet-20240620-v1:0" }
Sync Frequency	The Sync Frequency is set to update every One Hour.

Learn more about fields for Guru with Basic authorization

Field	Details
Username	Your Guru user name.
Password	Your Guru password.
Object Name	The name of the Guru object you want this knowledge base to ingest.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for Guru with OAuth2 authorization

Field	Details
Client ID	The client ID for your Guru instance.
Client Secret	The client secret for your Guru instance.
Access Token	Your Guru access token.
Auth Code	Your Guru authorization code.
Object Name	The name of the Guru object you want this knowledge base to ingest.
Refresh Token	Refresh token.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for KMS LightHouse

Field	Details
Base URL	The root URL of your KMS LightHouse API endpoint.
Username	The service account username or email address used to authenticate API requests. Use a dedicated integration account rather than a personal user account.
Client Secret	The HMAC secret key tied to the API user. KMS LightHouse uses this key to generate secure authentication tokens for each API call.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for LivePro

Field	Details
API Key	The API key generated by LivePro.
Base URL	The LivePro base URL.
Object Name	The name of the LivePro object you want this knowledge base to ingest.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for Microsoft Dynamics 365

Field	Details
Client ID	The Application (client) ID of your Microsoft Dynamics registration. Follow these steps to retrieve your Client ID.
Tenant ID	The Directory (tenant) ID of your Microsoft Dynamics registration. Follow these steps to retrieve your Tenant ID.
Client Secret	The client secret value. Click the eye icon to show or hide the value.
Instance URL	Your full Microsoft Dynamics instance URL. For example, https://org25634.crm4.dynamics.com.
Object Name	The name of the Microsoft Dynamics object you want this knowledge base to ingest. For example, knowledgearticles.
Sync Frequency	The Sync Frequency is set to update Every Day.

After you enter the Microsoft Dynamics 365 configuration details, click Authenticate to sign in to Microsoft and complete verification. For more information, see Configure Microsoft Dynamics Connector Tokens. After authentication is successful, Knowledge Hub generates the required tokens automatically in the background.

Learn more about fields for Oracle

Field	Details
Client ID	Your Oracle client ID.
Client Secret	Your Oracle client secret.
Access Token	Your access code from Oracle.
Auth Code	Your Oracle authorization code.
Instance URL	The Oracle instance URL.
Object Name	The name of the Oracle object you want this knowledge base to ingest.
Refresh Token	The Oracle refresh token.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for RightAnswers

Field	Details
Username	The username used to authenticate with RightAnswers. This is usually the same credential you use to sign in to the RightAnswers portal, or a dedicated service account.
Password	The password associated with the RightAnswers username.
Base URL	The root endpoint of your RightAnswers instance. For example, https://your-org.rightanswers.com
Company Code	The unique identifier for your organization in RightAnswers. For example, `protective`
App Interface	The application interface identifier. The default value is `sa`. This field cannot be edited.
Sync Frequency	The Sync Frequency is set to update Every Day.

Treat your RightAnswers credentials like any other password. Do not share them over email or chat. Use a secure channel, such as a password manager or an encrypted file transfer.

Learn more about fields for Salesforce

Field	Details
Client ID	The consumer key of the connected app you created in Salesforce.
Client Secret	The consumer secret of the connected app you created in Salesforce.
Instance URL	The URL of your Salesforce instance. For example, classics.salesforce.com.
Object Name	The name of the Salesforce object you want this knowledge base to ingest.
Sync Frequency	The Sync Frequency is set to update Every Day.

After you enter the Salesforce configuration details, click Authenticate to sign in to Salesforce and complete verification. For more information, see Configure and Authenticate Salesforce in Knowledge Hub. After authentication is successful, Knowledge Hub generates the required tokens automatically in the background.

Learn more about fields for ServiceNow

Field	Details
Client ID	The client ID of your OAuth application in ServiceNow. Follow these steps to retrieve your Client ID.
Client Secret	The client secret of your OAuth application in ServiceNow. Follow these steps to retrieve your Client Secret.
Instance URL	Your ServiceNow instance URL. Use this format only: https://your-instance.service-now.com.
Object Name	The ServiceNow table that holds your knowledge articles. For example, kb_knowledge.
Ingest Flagged Articles	Select Yes to sync articles that ServiceNow users have flagged, or No to leave them out.
KB URL Format	Select the format that matches your ServiceNow interface. For example, Next Experience UI.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for SharePoint

Field	Details
Site URL	The domain for your SharePoint instance. For example, classics.sharepoint.com.
Site Name	The name of your SharePoint instance. For example, Classics SharePoint.
Drive IDs	The drive ID of your SharePoint site. Fetching this involves using the Get driveItem Microsoft API and its endpoints.
Client ID	Your OAuth client ID. Client IDs are created in Partner Center.
Client Secret	Your OAuth client secret. Client secrets are created in Partner Center.
Tenant ID	Your Microsoft 365 tenant ID. Use this Microsoft documentation to find it.
Access Token	Your Microsoft identity access token. Follow these steps to get an access token.
Refresh Token	Your Microsoft identity refresh token. Follow these steps to get a refresh token.
Auth Code	Your Microsoft identity authorization code. Follow these steps to request an authorization code.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for SharePoint v2

Field	Details
Client ID	The Application (client) ID of the app registration you created in Azure.
Client Secret	The client secret value you generated in Azure. Click the eye icon to show or hide the value.
Tenant ID	The Directory (tenant) ID of the app registration you created in Azure.
Base URL	Your SharePoint instance URL. Use this format only: https://nicetest.sharepoint.com.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for WordPress

Field	Details
Username	Your WordPress username. Use the value from the Username field on your WordPress Profile page.
Password	Your WordPress application password. This is the Application Password you generated in the New Application Password Name on your WordPress Profile page.
Base URL	The WordPress base URL. Use the website address from the Website field on your WordPress Profile page.
Object Name	The name of the WordPress object that this knowledge base ingests. The default object name in WordPress is help. This field is not editable. The knowledge base currently supports only the help object.
Sync Frequency	The Sync Frequency is set to update Every Day.

Learn more about fields for Zendesk

Field	Details
Client ID	Your Zendesk client ID. Follow these steps to create an API client, which contains a client ID.
Client Secret	Your Zendesk client secret. Follow these steps to create an API client, which contains a client secret.
Access Token	Your Zendesk access token. Follow these steps to get an access token.
Auth Code	Your Zendesk authorization code. Follow these steps to get an authorization code.
Instance URL	The domain of your Zendesk instance. For example, classics.zendesk.com.
Object Name	The name of the Zendesk object you want this knowledge base to ingest.
Sync Frequency	The Sync Frequency is set to update Every Day.

Click Save.

Sync Knowledge Sources

NiCE Professional Services configures the sync schedule for your knowledge sources. You can also manually sync knowledge sources. This is useful if you've recently added or changed knowledge and don't want to wait for the next scheduled sync.

This is only available for supported third-party knowledge platforms. For custom knowledge sources, you'll need to set up your script to automatically run on a schedule to sync.

In NiCE CXone, click the app selector and select Admin > AI Studio > Knowledge Hub.
Click Sync Source in the row for the knowledge source you want to sync.

Run a Full Sync

A full sync deletes all content that Knowledge Hub has ingested from a knowledge source and ingests it again from the source, using the existing configuration. This is useful when content must be re-ingested from scratch, for example after a fix is applied. You do not need to delete and re-create the knowledge source.

While a full sync runs, search and retrieval for that knowledge source return no results. Copilot for Agents and AI Agents (Cognigy) cannot use its content until the sync finishes. A full sync removes all indexed articles and re-ingests everything fresh from the knowledge management system. Queries get no response while it runs, so run it only during downtime. You cannot undo a full sync.

In NiCE CXone, click the app selector and select General > AI Studio > Knowledge Hub.
Click the stacked dots in the row for the knowledge source you want to refresh.
Select Full Sync. A Warning window opens and names the knowledge source.
Click Full Sync to confirm. To stop without syncing, click Cancel.

While the full sync runs, the status is Syncing. When it finishes, the status changes to Active, the same as for a new knowledge source.