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.

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.

1. In CXone Mpower, click the app selector and select Admin > GenAI Manager > Knowledge Hub.

2. Click Edit Source in the row for the knowledge source you want to provide credentials for.

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

   Learn more about fields for Expert

   Field	Details
   Config Domain	The domain for your Expert instance. For example, classics.cxoneexpert.ai.
   Config Key	The key of your OAuth API token from Expert.
   Config Secret	The secret of your OAuth API token from Expert.

   Learn more about fields for Salesforce

   Field	Details
   Instance URL	The URL of your Salesforce instance. For example, classics.salesforce.com.
   Auth Code	Your Salesforce authorization code . Follow these steps to request an authorization code.
   Access Token	Your Salesforce access token . Follow these steps to request an access token.
   Refresh Token	Your Salesforce refresh token .
   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.
   Object Name	The name of the Salesforce object you want this knowledge base to ingest.

   Learn more about fields for ServiceNow

   Field	Details
   Instance URL	The domain for your ServiceNow instance. For example, classics.servicenow.com.
   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.
   Object Name	The name of the ServiceNow object you want this knowledge base to ingest.
   Access Token	Your ServiceNow access token. Follow these steps to generate an access token.
   Refresh Token	The refresh token of your OAuth application in ServiceNow. Follow these steps to generate a refresh token.
   Auth Code	Your ServiceNow authorization code. Follow these steps to generate an authorization code.

   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.

   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.

4. 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.

1. In CXone Mpower, click the app selector and select Admin > GenAI Manager > Knowledge Hub.

2. Click Sync Source in the row for the knowledge source you want to sync.