CXone Expert is a knowledge management tool that makes finding answers fast and simple for your customers and employees.
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
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.
For detailed instructions for using Expert, see https://expert-help.nice.com 
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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.
Integrate Expert
Expert integrates into MAX, Salesforce Agent, and the Agent applications. To set this up, first contact your Account Representative to buy and set up Expert. Once you have Expert, you can:
- Link 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 Expert.
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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.