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NICE CXone Expert

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Expert Success Center

How to use CXone Expert

Use CXone Expert to create, manage, extend, and optimize your content.

Create and manage your content

  • Analyze the existing content​ and create what's 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.

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