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On October 21, we applied a security patch across all NiCE KM production environments to address a recently disclosed PHP vulnerability. The update was completed without service disruption, and our team continues to monitor the platform closely. No action is required on your part.

Data Collection

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The Salesforce integration will collect the following data from Salesforce and send it back to Expert.

Case Number

When an article is linked to a case the case number will be stored in Expert and associated with that article.

Case Subject

When an agent views a case the subject of that case will be used as a search term for Expert search. This data is used for search reporting.

NOTE: No customer data is being passed through the integration.