Need to contact us?
NiCE Knowledge Management now offers two stellar teams to aid you: Support and PES. The team you should contact depends on why you are submitting a case.
Support works on Incident Cases
Incident Cases are intended for break-fix items. Break‑fix items are unplanned disruptions, things that were working normally and then suddenly are not.
Examples:
- A feature in your application suddenly stops loading, fails, freezes, or suddenly goes missing.
- Users cannot log in due to an unexpected error.
PES fulfills Service Requests
The Business Consulting team and Customer Success team have merged to become Product Engagement and Strategy (PES).
Service Requests center around adoption, best practices, optimization, and long-term success. This includes ensuring your team knows how to use the product effectively, where to get the most value, and how to achieve your business goals with the platform.
Examples:
- Requests for site statistics and how NiCE Knowledge Management is helping to meet business goals (Quarterly Business Reviews)
- Recommendations on how to streamline a process using the product
- Best‑practice configuration to improve efficiency or performance
- Recommendations on how to connect the product to other tools you use