NICE Knowledge Capabilities FAQ Section
NICE Knowledge Capabilities FAQ Section
Can customer-facing websites using NICE Expert be customized to align with company branding and UX design guidelines?
Yes, NICE Expert's Knowledge Management platform is highly customizable, allowing companies to align the website with their branding and UX design requirements. Customization options include the integration of company colours, logos, icons, responsive design for mobile devices, and the ability to modify headers, footers, and content areas. Additionally, HTML, JavaScript, and CSS customizations are supported for a tailored user experience.
Is the site responsive and able to adapt to different devices and connection speeds?
Yes, CXone Expert follows mobile-first principles, offering a fully responsive design that ensures optimal performance across various devices. The platform adapts to different screen sizes and connection speeds, providing a seamless user experience, even on slower connections such as 3G.
How does the system handle content loading and delay to optimize page performance?
NICE Expert ensures content is loaded asynchronously in a business-optimal way, adhering to performance standards. The platform supports accessibility conformance to WCAG guidelines and prioritizes a fast, efficient user experience.
Can the website be fully navigated using the keyboard?
Yes, NICE Expert supports full keyboard navigation, allowing users to navigate the site without relying on a mouse, ensuring accessibility for all users.
Can the URL structure of the site be customized to align with company standards?
For CXone Expert, while the URL structure is fixed, customer-facing URLs can be generated and customized to meet company standards, ensuring consistency with internal naming conventions.
Does the platform support Google Analytics for tracking and analytics?
Yes, NICE Expert integrates with Google Analytics, enabling advanced tracking and analysis. It allows businesses to filter out internal users and track external user behavior, providing insights into user interactions, searches, and site engagement.
Can NICE Expert integrate with existing content management systems, like Sitecore?
Yes, CXone Expert can integrate with existing content management systems such as Sitecore, using either Touchpoint integrations or API-driven methods, offering flexibility and customization options.
Does the platform support natural language search and version control for efficient knowledge management?
Yes, NICE Expert includes both traditional and AI-powered generative search capabilities, enabling users to find relevant content even with misspellings or partial queries. It also provides version control mechanisms like Revision History to track content changes.
How does the solution integrate with approved knowledge base content to ensure accurate responses?
NICE Expert integrates with approved knowledge bases using Touchpoints and APIs, ensuring accurate and contextually relevant responses from virtual assistants and agents. This integration helps deliver precise answers based on up-to-date knowledge and customer data.
Can personalized training paths be created within NICE Expert?
Yes, NICE Expert allows the creation of personalized training paths, tailored to different user roles. The platform tracks user interactions and recommends relevant content to enhance learning and performance.
Does the platform include post-training evaluations?
While NICE Expert does not natively include post-training evaluations, it can be integrated with third-party tools or custom-built solutions to assess training effectiveness, such as quizzes, assessments, or surveys.
Can NICE Expert integrate with e-learning or online training tools?
Yes, although NICE Expert does not natively include e-learning tools, it can be integrated with Learning Management Systems (LMS) and other online training platforms to create a seamless learning ecosystem.
Does NICE Expert offer training recommendations based on individual or collective performance?
While NICE Expert does not natively push training recommendations based on performance metrics, it does provide personalized content recommendations based on individual interactions. Custom development or API integrations can be used to enhance this feature by linking performance data.
Can quizzes be created and managed to assess knowledge?
NICE Expert does not natively support quiz creation, but third-party learning management systems (LMS) or custom integrations can be used to create and manage quizzes, linked to the knowledge base for tracking progress.
Does NICE Expert have a knowledge base management module?
Yes, NICE Expert includes a built-in knowledge base management module that allows businesses to organize, update, and manage content effectively.
Can NICE Expert offer automatic suggestions based on user interactions?
Yes, NICE Expert provides automatic suggestions based on user consultation history and AI analysis, ensuring relevant and contextually accurate content is recommended.
Can the platform link knowledge base articles to training modules?
Yes, NICE Expert can link knowledge base articles to training modules through custom development, creating structured learning paths that complement training programs.
Does NICE Expert track article updates and notify affected users?
Yes, NICE Expert tracks updates to articles and provides notifications to affected users, ensuring they are always working with the most current information.
Can external databases be integrated with NICE Expert?
Yes, NICE Expert supports the integration of external databases, allowing businesses to access and manage content from various sources seamlessly.
Does the platform offer automatic prompts to facilitate search in the knowledge base?
Yes, NICE Expert includes the ability to generate automatic prompts to help users quickly find relevant information within the knowledge base, improving search efficiency and user experience.