CXone Expert Features

How can you take full advantage of what NiCE KM has to offer?

The NiCE Knowledge Management platform includes everything you need to capture and publish knowledge for successful content experiences. Each NiCE KM site includes capabilities to administer, author, publish, and optimize knowledge content. Different types of users can access different aspects of capabilities and content hosted in your NiCE Knowledge Management site.

NiCE Knowledge Management capabilities include:

Content Management: Create with WYSIWYG authoring, manage, and publish content
System Administration: Control site settings, permissions, and integrations
Branding and Design: Customize the look globally and for particular sections or user types
Analytics: Optimize content with contributor and user behavior reports

Create content in NiCE Knowledge Management

Use NiCE Knowledge Management authoring features to create the valuable content that customers need.

Information Architecture

The NiCE Knowledge Management proprietary content framework, called Guided Content Framework, enables you to structure and optimize content for findability and scalability. This architecture makes sure agents and customers can find content in their channels of choice (Google, chatbots, IoT devices) and via search or navigation.

Learn more about Information Architecture in NiCE Knowledge Management >>

New Pages

Author live to publish instantly or use draft authoring to iterate before publishing.
Use default or custom new page templates to create new pages efficiently and consistently.

Leverage NiCE Knowledge Management permissions for extra control to show or hide new page templates for particular users or groups.

Editor

The NiCE Knowledge Management Editor is a familiar WYSIWYG interface that is intuitive for contributors across your organization.

Out-of-the-box settings include:

Editor button and drop-down menu options
Default options to add media or attachments
Conditional Content for personalization - control who sees what content within a page (Anonymous, Community Member, Pro Member, specific groups).

Remove link functionality from autogenerated hyperlinks on email addresses or typed out URLs

Editor configuration options include:

Modify the Editor Configuration
Add Custom Styles
Create Content Templates to access custom snippets directly from the Editor
Dynamic content setup
- Table of contents - change appearance and display or hide
- Set up Global Variables - a dynamic variable that you can use in NiCE Knowledge Management content
- Create Custom Templates to standardize or dynamically update content that appears on other pages
- Leverage DekiScript, a NiCE Knowledge Management proprietary programming language, to create custom objects
- Reuse content - use existing content, either an entire article or sections of an article, in another location of your site

See All NiCE Knowledge Management Editor Functions >>

Revision Features

Edit Summary
Editor Comments
See last modified date and author in Page Metadata
View article revision history
Subscribe to pages

Page Settings and Titles

Manage page thumbnail and summary - high level overview of content pages and sections that displays on navigation pages and in NiCE Knowledge Management search results
Add Tags
Manage page titles and URLs
- Alter the page URL to be different from page title to control page order or shorten URL for long page titles
- Avoid special characters in URLs

Manage content in NiCE Knowledge Management

Use Content Management features to organize and maintain your content.

Page Management

Move content - copy a page, move a page, delete a page, restore deleted pages
Link Manager - identify all links used in your NiCE Knowledge Management content and find broken links that need attention
Create Content IDs - manage external links without changing the source URL
Create and manage Page Classifications
Manage article permissions and privacy - control content visibility and editorial rights by section or page
Guided Paths - organize a group of pages into a custom order with sequential navigation to embed as a hyperlink, collapsed or expanded widget, or display in Guide tabs

Learn More about Guided Paths in NiCE Knowledge Management >>

Findability

NiCE Knowledge Management Search
- Create Search Recommendations for specific keywords
Optimize for Organic Search (Google)
Navigation
- Default navigation elements
- Optional Top Level Navigation menu
Recommended Articles
Make your site public to be indexable by search engines
- Dynamic XML sitemap lists all indexable (Public or Semi-Public) page URLs of your site

Improve content

Gain insight into your site engagement with Contribution Reports. Keep your content and site health as good as can be with Site Reports. Configure your NiCE Knowledge Management site to sync with Google Analytics.

Learn More about NiCE Knowledge Management Analytics

Site Configuration and Branding

Site Administration

The NiCE Knowledge Management Control Panel and Dashboard contain everything you need for site administration.

Authentication: Use built-in authentication or configure for your preferred identity provider.
Universal controls
- System Settings: Configuration settings are universal controls for your NiCE Knowledge Management site, accessed through the Control Panel.
- Users and Groups
- Security
Branding - follow our Branding Guidelines to modify your NiCE Knowledge Management site design to match your brand or other web properties.
For developers
- Dekiscript
- Custom CSS
- Custom HTML
- API

Extend NiCE Knowledge Management capabilities with integrations

Reduce customer effort by being where they are in a moment of need. Identify other entry points of your customer journey and make content accessible there.

Extend NiCE KM with Integrations