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 touchpoints 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 , 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:

• Integrate it with Agent applications either through Copilot for Agents or through a link in a custom workspace:

  • Set Up Custom Workspaces in Agent

  • Set Up Custom Workspaces in Agent Embedded

  • Set Up Custom Workspaces in Agent for Microsoft Teams

  • Set Up Custom Workspaces in Agent Integrated

  The URL you supply is the link to your instance of Expert

• Link CXone Mpower into a workspace in MAX for the business unit or for a team. The URL you supply is the link to your instance of Expert.

• Use default screen pops or a custom Studio script to configure screen pops with relevant articles that agents receive when they begin a new contact. Expert supplies articles based on contact input data earlier in the interaction. If you want help setting up screen pops, contact your Account Representative.

• Link to Expert in the Launch tool of the Agent applications, MAX, or Salesforce Agent using the INDICATE Studio action. If you want help setting up this script, contact your Account Representative.

  Use an API integration between Expert and Bot Builder to create an agentless experience through Digital Experience. It sends articles to contacts that are related to the requests they make. For help creating your integrated bot experience, contact your Account Representative.