Skip to main content
NiCE KnowledgeKnowledge

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.

NiCE Knowledge Success Center

How to use NiCE Knowledge Management

  1. Last updated
  2. Save as PDF
Use NiCE Knowledge Management to create, manage, extend, and optimize your content.

Create and manage your content

  • Analyze the existing content​ and create what is missing
  • Identify common questions and pain points​
  • Target the keystone content​ and spot opportunities to improve underperforming documentation

Extend your content

  • Into web offerings for self-service: knowledge base (KB), web portal
  • Into your CRM (Salesforce, SAP, C4C, Dynamics 365) to organize relevant information in one place
  • To your agents for a seamless experience when customers arrive from web search and other self-service channels

Optimize your content

  • Optimize your content for web search so customers can find the information and support they need quickly
  • Capture metrics and improve your content to deliver frictionless CX interactions to your customers

The word Expert with four quadrants around it: 1) Create, 2) Manage, 3) Extend, and 4) Optimize. Arrows flow from one quadrant to the next to illustrate the phases of knowledge management.

  1. Back to top
  • Was this article helpful?

Recommended articles

  1. Article type
    Topic
  2. Tags
    This page has no tags.