January 2025 Meetups

January 9: Trust Through Knowledge: How Experity Built an Information Hub with Expert's Out-of-the-Box Features

Here are the highlights from the customer meetup:

Kristin Tews, Director of Product Enablement at Experity, provided an in-depth presentation on their knowledge base journey with CXone Mpower Expert.

1. Experity's Knowledge Base Evolution:
   • Kristin discussed how Experity integrated their two companies, DocuTap and Practice Velocity, into a unified platform using Expert.
   • Highlighted the growth from 21 paper guides to over 3,000 pages with detailed metrics on user engagement.
2. Continuous Improvement Strategies:
   • Focused on three pillars: Enhancing standards, monitoring dashboards, and building feedback loops.
   • Mentioned the team's efficiency through a "Priority One Goals (POG)" framework, which drives non-daily operational improvements.
3. Success Metrics:
   • Achieved significant improvements in documentation through organized content tagging and increased click-through rates by adding search-optimized features.
4. Team Insights:
   • Collaboration across teams was emphasized, with contributions from Caroline Riofredo, JT Reardon, and Birgitta Hendron on how process improvements and culture strengthened documentation efforts.
5. Media Manager Adoption:
   • Kristin explained how Experity transitioned their media to Media Manager, reducing redundancy and improving efficiency.
6. Future Plans:
   • Expanding troubleshooting guides and exploring AI capabilities to enhance documentation self-service options.
   • Experimenting with allowing more team members to contribute content safely.
7. Q&A:
   • Questions from Matt Adlai-Gail (Model N) and Shawn McKeag (Aptia) prompted discussions on tagging strategy, media manager enhancements, and self-service initiatives.

January 30: Coffee Hour with Experts - Global Variables

Highlights from this customer meetup:

• ​AI and Content Structure: Libby Healy (Waters) and Chris Moyer (Expert) discussed the importance of content structure for AI tools, emphasizing the need for well-structured articles to improve AI performance and user experience.
• ​Use Cases for Global Variables: Jessica Betterly (Sylogist) and Katherine Wedgewood (Liaison) discussed their use cases for global variables, including updating dates, company names, and product names to maintain consistency and accuracy in their documentation.
• ​Tool Tips and Global Variables: Jessica and Heather Tipton (Nelnet) discussed the use of tool tips and global variables to enhance user experience and provide additional information within their documentation.
• ​Challenges with Global Variables: Libby expressed concerns about implementing global variables midstream, and Katherine and Jessica provided advice on gradually incorporating them and managing the transition.
• ​Impact on Search and Updates: Adam Allen (Netsmart) raised a question about the impact of changing global variable values on search results, and Chris explained the need to update pages where the variables are used to ensure accurate search results.
• ​Tool Tips and JavaScript Blocks: Chris demonstrated the use of global variables in JavaScript blocks and tool tips, showcasing their potential for enhancing user experience and providing additional information.
• ​Exploring DekiScript Objects: Chris explained the process of exploring DekiScript objects to understand the available options and how to use them effectively in their documentation.

​Follow-up Questions and tasks:

• ​Global Variables Search Impact: Verify and confirm the impact of changing global variable values on search results and report findings. (Chris)
• ​Global Variables Setup: Consider implementing global variables for key elements such as product name, phone number, and email to improve content management efficiency. (Libby)
• ​Tooltip Implementation: Review and test the provided CSS code for tooltips to ensure it resolves the transparency issue. (Jessica)
• ​Global Variables Setup Assistance: Explore the possibility of using find and replace or hiring an intern to assist with the implementation of global variables in existing content. (Libby)
• ​Global Variables article: Global Variable Guidelines - Expert Success Center