CRM and Support Ticketing Integrations
NiCE Knowledge Management can be configured to surface its content and user behavior data into any CRM or ticketing system.
Benefits to Your Agents
- Access to your Expert documentation from any ticket
- Create a new article from a support ticket
- Associate articles with a case with a single click
Benefits to Your Customers
- Faster response times for support
- Easier access to documentation as it is being published by agents
- Improved self-service content
Prerequisites
- Admin rights to your Expert site
- Admin rights to your third-party ticketing system or CRM
- A resource to create the integration in your CRM (developer, system integrator, etc.)
- Touchpoints for Custom CRM Experience
- Implement Touchpoints to integrate your content into your third-party customer relationship management (CRM) or ticketing systems.
- Editor Lite
- Editor Lite is a streamlined editing panel that gives agents exactly what they need to create knowledge while in a CRM environment or Touchpoint integration.
- GenSearch in the CRM Touchpoint
- Enabling GenSearch in the CRM Touchpoint empowers agents to submit queries and receive generative responses with sourced articles, which can then be linked to a case. This reduces the time to solve needs events and streamlines the agent workflow, which leads to higher CSAT scores, reduced customer churn, and increased ease of use for agents.
- Touchpoint for Community
- Empower your customers to self-serve by extending your Expert knowledge into your community and support ticketing or customer contact forms.