Knowledge Management (Expert)

NiCE CXone Knowledge Management (Expert) is an AI-powered knowledge management tool that puts instant, accurate answers at everyone’s fingertips—guiding customers to fast resolutions and equipping agents to solve issues confidently and efficiently. You can use it as a standalone product (Knowledge Management (Expert) CX), or integrated into the NiCE CXone platform (Knowledge Management (Expert) EX). To buy and enable Knowledge Management (Expert), contact your Account Representative.

High-level features of Knowledge Management (Expert) include:

• Content management: Write, organize, tag, permission, and link your content.
• User management: Handle your users and groups to create a single source of truth that respects your content permissions.
• Reporting and analytics: Track and analyze your data to make data-driven decisions.

When your content is ready for use, you can create touchpoints A place where you embed your Knowledge Management (Expert) content. You can integrate it into a web property or application. , which enable the information to be used in different channels outside of the website:

• For customers:  Touchpoints enable access via CRMs, in-product help, identity providers, forums, case submission forms, ecommerce, chatbots, software, and so on.

• For agents: Enable access in NiCE CXone Agent Workspace (Agent) application workspaces and screen pops A pop-up window with information about the contact that appears on an agent's screen after an event such as connecting to a contact., and you can also enable agents to launch Knowledge Management (Expert) from the agent application using the Launch feature.

• For Salesforce: In the Agent Workspace (Agent) Lightning Experience, you can enable access to Knowledge Management (Expert) in a Visualforce page.

Key Aspects of Knowledge Management (Expert) Features

• AI-enhanced search: Knowledge Management (Expert) uses natural language search. Users can enter partial words or misspellings and still find what they need. GenSearch provides precise, reliable, context-driven answers based on your knowledge content.

• Intelligent content creation: The Knowledge Management (Expert) GenAI workflow supports each stage of content AI readiness, and content optimization for both humans and machines. EditorAI provides AI functionality in the authoring experience, including the ability to apply prompts to content and built-in prompts to make content changes quickly.

• Unified knowledge, seamless scalability: Create one source of truth that delivers consistent, helpful information—and scale it with your enterprise business.

Manage Knowledge Management (Expert) EX from NiCE CXone

If you've integrated Knowledge Management (Expert) with NiCE CXone, you can access your sites by logging in to NiCE CXone. To do so, click the app selector , and click Knowledge Management (Expert) from the Other section.

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

Integrate Knowledge Management (Expert)

Knowledge Management (Expert) integrates into MAX, Salesforce Agent, and the Agent Workspace (Agent) applications. It can also integrate with Digital Experience (DX). To set this up, first contact your Account Representative for purchase and configuration. Once you have Knowledge Management (Expert), you can:

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

  • Set Up Custom Workspaces in Agent Workspace (Agent)

  • Set Up Custom Workspaces in Agent Workspace (Embedded) (Agent Embedded)

  • Set Up Custom Workspaces in Agent Workspace for Microsoft Teams (Agent for Microsoft Teams)

  • Set Up Custom Workspaces in Agent Workspace (Browser Extension) (Agent Integrated)

  The URL you supply is the link to your instance of Knowledge Management (Expert)

• Link NiCE CXone into a workspace in MAX for the business unit or for a team. The URL you supply is the link to your instance of Knowledge Management (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. Knowledge Management (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 Knowledge Management (Expert) in the Launch tool of the Agent Workspace (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 Knowledge Management (Expert) and Bot Builder to create an agentless experience through Digital Experience (DX). It sends articles to contacts that are related to the requests they make. For help creating your integrated bot experience, contact your Account Representative.