Frequently Asked Questions about NICE Expert

Frequently Asked Questions about NICE Expert

1. Can the migration and configuration of Expert be performed independently?
   1. Yes, the solution is user-friendly enough for independent configuration. However, migration typically requires assistance due to complexities like data mapping, content structuring, and integrations. Our team or a consultant can provide support where needed.
2. Does your solution include wizards?
   1. No, NICE Expert does not include built-in wizards. However, users can create step-by-step guides or articles to assist with processes, displayed in an intuitive, iframe-like experience.
3. Is it possible to hire support through a broker?
   1. Yes, professional support is available directly through NICE or via a broker, covering consultancy, implementation assistance, and training.
4. Can parts of the migration process be automated?
   1. Yes, parts of the migration, such as content import, can be automated. However, manual intervention is required for validation, mapping, and integration to ensure quality. Automation streamlines certain tasks but doesn’t replace human oversight.
5. How much training is needed for administrators and users?
   1. Training needs depend on expertise. Administrators require foundational training on system configuration, content management, and permissions. End-user training is minimal due to the intuitive interface. Regular sessions are recommended to stay current with updates.
6. Can knowledge sources be unlocked independently?
   1. Yes, authorised administrators can independently unlock and configure knowledge sources.
7. Can content be created and added independently?
   1. Yes, authorised users can create and add content like articles, guides, and FAQs directly within the platform.
8. What is the pricing and licensing model?
   1. Pricing is subscription-based, determined by the number of users and scale of implementation. Custom quotes are provided based on specific needs.
9. Is the solution scalable and highly available?
   1. NICE Expert supports scalability from small teams to large enterprises. The cloud-based solution offers 99.9% uptime and can expand with organisational growth.
10. What data formats are accepted for import, and how is mapping handled?
    1. Supported formats include CSV, XML, and JSON. Data must be structured according to agreed-upon mappings for seamless import.
11. How should migration data be delivered?
    1. Data should be delivered in structured formats (CSV, XML, JSON) based on predefined mappings. Full API references are available in the Expert Success Centre.
12. Can metadata be fully adopted during migration?
    1. Yes, NICE Expert allows complete metadata adoption, enabling effective content classification and retrieval. Metadata is fully customisable.
13. What type of database does your solution use?
    1. NICE Expert uses a non-relational (NoSQL) database. This allows flexibility, scalability, and efficient management of diverse content types.
14. Does the solution support API-based management?
    1. Yes, full API-based management is supported for CRUD operations via RESTful APIs, ensuring seamless system integration.
15. Is the solution hosted on Azure?
    1. No, NICE Expert is hosted on AWS.
16. Who manages the hosting?
    1. The solution is hosted by NICE in the cloud, eliminating the need for customers to manage infrastructure.
17. How often are backups created and restored?
    1. Daily backups ensure data protection, and NICE support can restore them quickly if needed to minimise downtime.
18. Is a dedicated machine provided for each customer?
    1. No, NICE Expert operates on a secure multi-tenant cloud model, isolating data for each customer.
19. What is your update policy?
    1. Quarterly updates introduce new features and improvements. Updates are applied automatically, with advance notice for any scheduled downtime.
20. How is support arranged?
    1. Support is available via a customer portal, with options for email, chat, and phone assistance. Premium support packages include dedicated resources and escalation paths.
21. Is product documentation available?
    1. Comprehensive online documentation includes user guides, API references, and best practices.
22. Does the solution support data export?
    1. Yes, data can be exported in formats like CSV, XML, or JSON for backup or migration purposes.
23. Is a sandbox environment available for testing?
    1. Yes, a sandbox environment can be provided before deployment to enable testing, configuration, and training in a risk-free setting.