Integrate Guide with CXone Mpower Expert
This integration allows you to display Expert articles and search results within Guide templates or proactive offers on your website. You must have a Expert license to use this integration. To enable this, you need to:
- Configure an Expert knowledge base to use with Guide.
- Add articles to the knowledge base that you want to offer to your visitors.
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Create knowledge base entry points that identify the articles to offer in each entry point.
For example, you might have one entry point with articles about payment options and another entry point with articles about shipping options.
- Create a template that uses a knowledge base entry point.
- Create engagement rules to display templates or proactive offers that showcase Expert articles.
Configure an Expert Knowledge Base
- Click the app selector
and select Guide.
- Click Integrations.
- Click Add Knowledge Base.
- Enter a Display name.
- From the Type drop-down, select CXone Expert. Currently, this is the only available type.
- Enter the Site url, Api user, Api key, and Api secret.
- Click Save.
Add Articles to the Knowledge Base
Use Expert to write the articles for the Guide widget. Note the following about creating articles for use with Guide:
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Articles are referred to as pages in Expert. You will want to create a page for each article that you want to offer as guidance in Guide.
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The pages must be part of a public Expert site. Pages in sites that require the user to sign in are not supported.
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Page-level permissions specified on the Restrict Access page in Expert can influence the articles available for Guide:
Privacy Setting
Behavior in Guide
Public Guide has access to all articles in the site, regardless of users or groups associated with the articles. Semi-Public Guide has access to all articles in the site, regardless of users or groups associated with the articles. Semi-Private
Guide has access to all articles associated with the user that is configured in the knowledge base. Private
Not supported.
If the user that is configured in the knowledge base has access to private content, that content is listed in search results but is not viewable in the Guide widget.
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Conditional content in a page is not displayed in Guide.
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A page can contain a link to another Expert page. However, the link must be to another page in the same Expert site. Also, the link must open in a new tab.
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The formatting that you apply to the page in Expert is used when the article appears in the Guide widget. You may want to fine-tune the formatting so that the article displays nicely when it appears in Guide and complements the look of your website.
For best results with digital guidance, visitors need to quickly find the answer they are looking for in the article. Keep the following in mind when writing articles for digital guidance:
- Know the purpose for each article: Think about when this article will be offered to a visitor and what the visitor is trying to accomplish. What questions should this article answer?
- Be concise: Visitors are looking for an answer and will not spend a lot of time wading through text to find an answer.
- Use short article titles: Visitors can quickly scan the customer portal template to find an article to read. Article titles that are longer than 36 characters wrap onto a second line and appear in a smaller font. If the title still doesn't fit, the title is truncated, and an ellipsis appears.
- Use positive and engaging language: Invest some extra time editing the article so it is easy to read.
- Use headings to identify chunks of information: Headings make it easier to scan while reading.
- Use images: Pictures can make articles more engaging.
- Get a second opinion from an expert: Is there someone in Support or another department who can make sure your article meets the needs of visitors?
Create a Knowledge Base Entry Point
- Click the app selector
and select Guide.
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Click Entry Points.
- Click New Entry point.
- Enter an Entry Point Name. Be sure to use something descriptive that describes the type of content that is provided in the entry point. For example, you might name it Payments.
- From the Entry Point Type drop-down list, select Knowledge Base. The page is refreshed with additional fields to identify the knowledge base and articles to use for the entry point.
- From the Knowledge Base drop-down list, select a knowledge base.
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In the Article field, start typing the search text to use to find the articles to include in the entry point. For example, if you are looking for articles about payments, type pay in the Article field. Articles that are considered a match appear.
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Click on an article title to add it to the Default articles list. Any articles listed under Default articles are available with the entry point. If you add multiple articles, you can use the grabber to move articles up or down in the list.
- Select a Default button for the entry point. For example, use the channel button you created for Expert knowledge bases.
- Click Save.