Expert

CXone Mpower Expert is a knowledge management tool that makes finding answers fast and simple for your customers and employees. You can use it as a standalone product (Expert CX), or integrated into the CXone Mpower platform (Expert EX). To buy and enable Expert, contact your Account Representative.

High-level features of Expert include:

  • Content management: Lets you write, organize, tag, permission, and link your content.
  • User management: Lets you handle your users and their groups.
  • Reporting and analytics: Tracks and analyzes your usage data so you know which articles have the most views and which articles need work.

When your content is ready for use, you must create touchpointsClosed A place where you embed your Expert content. You can integrate it into a web property or application. for the information. For customers, you can enable access in different channels they use, including CRMs, in-product help, identity providers, forums, case submission forms, ecommerce, chat bots, software, and so on. For agents, you can enable access in CXone Mpower agent application workspaces and in screen pops. You can enable agents to launch Expert from the agent application using the Launch feature. In Salesforce Agent Lightning Experience, you can enable access to Expert in a Visualforce page.

Key Facts about Expert

  • Expert articles appear within the top few Google search results.
  • Expert uses natural language search. Users can enter partial words or even misspellings and still find what they need.
  • You can create a guided learning experience using the paths feature. You organize pages into the order you want users to see them in. You can embed paths as a hyperlink, a widget, or in guide tabs.

Manage Expert EX from CXone Mpower

If you've integrated Expert with CXone Mpower, you can access your sites by logging in to CXone Mpower. To do so, click the app selector Image of app selector icon, and click Expert from the Other section.

For detailed instructions for using Expert, see https://expert-help.nice.com .

Integrate Expert

Expert integrates into MAX, Salesforce Agent, and the Agent applications. It can also integrate with Digital Experience. To set this up, first contact your Account Representative to buy and set up Expert. Once you have Expert, you can: