Only NiCE Professional Services can create knowledge bases (KBs) in Knowledge Hub. You can do the following in Knowledge Hub:
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View a list of the knowledge bases NiCE Professional Services has created and the knowledge sources included in each one.
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View the status of each knowledge base and knowledge source.
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Provide knowledge source credentials. This is a necessary step of setting up knowledge bases in Knowledge Hub. You must either provide the credentials to NiCE Professional Services or enter them in Knowledge Hub yourself.
Provide Knowledge Source Credentials
You must either provide the credentials to NiCE Professional Services or enter them in Knowledge Hub yourself. To enter them yourself, follow the steps below.
This is not necessary for a custom knowledge source.
- In CXone Mpower, click the app selector
and select Admin > AI Studio > Knowledge Hub. -
Click Edit Source
in the row for the knowledge source you want to provide credentials for.Configure the fields in the Source Configurations form. The fields that appear depend on the knowledge source platform.
Learn more about fields for eGain with Basic authorization
Field Details Username Your eGain user name. Password
Your eGain password.
Portal ID Unique ID number 
of your eGain portal.Learn more about fields for eGain OAuth2 authorization
Field Details Portal ID Unique ID number of your eGain portal.Client ID The client ID for your eGain instance. Client Secret
The client secret for your eGain instance.
Access Token Your eGain access token. Auth Code Your eGain authorization code. Refresh Token The refresh token from eGain. Learn more about fields for Expert
Field Details Config Domain The domain for your Expert instance. For example, classics.cxoneexpert.ai. Config Key The key of your OAuth API token from Expert.Config Secret
The secret of your OAuth API token
from Expert.Filter Allows you to specify criteria for selecting which knowledge articles should be ingested into the Knowledge Hub, based on their metadata.
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The key must match the exact metadata name that holds the article content.
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The values must be the exact metadata value to filter on.
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The type must always be EQUALS — this is the only supported logical condition.
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Both metadata name and value are case-sensitive.
Here’s an example of the filter syntax used to retrieve articles where the metadata field ArticleType has the value FAQ:
{
"filters": [
{
"key": "ArticleType",
"values": ["FAQ"],
"type": "EQUALS"
}
]
}
This configuration ensures that only articles with the metadata ArticleType set to FAQ will be ingested into the Knowledge Hub.
Parser Config Knowledge Hub provides flexibility to filter the images you want to parse and ingest, enabling it to assist in answering questions based on image content. This process also requires specifying the LLM
Large Language Model. A type of AI that processes, understands, and generates human language based on context. details and the prompt to be used for image parsing. We recommend keeping the default settings unless advised otherwise by the development team.
While llmBasedImageParsing enables intelligent extraction of relevant information from images, you can also configure the system to ignore irrelevant image content using ignoreImageParsing. The values to be configured for these criteria depend on the tags assigned to the image in Expert.{
"llmBasedImageParsing": [
"UseAI",
"Use-AI",
"Use_AI",
"LLM"
],
"ignoreImageParsing": [
"NOLLM",
"NO-LLM",
"NO_LLM"
],
"system_prompt": "Please provide a detailed description of this image that would be useful for image search and understanding. Focus on key visual elements, context, and any text visible in the image.",
"parsingModelID": "anthropic.claude-3-5-sonnet-20240620-v1:0"
}
Learn more about fields for Guru with Basic authorization
Field Details Username Your Guru user name. Password
Your Guru password.
Object Name The name of the Guru object you want this knowledge base to ingest. Learn more about fields for Guru with OAuth2 authorization
Field Details Client ID The client ID for your Guru instance. Client Secret
The client secret for your Guru instance.
Access Token Your Guru access token. Auth Code Your Guru authorization code. Object Name The name of the Guru object you want this knowledge base to ingest. Refresh Token Refresh token. Learn more about fields for Microsoft Dynamics 365
Field Details Client ID Your client ID from Microsoft Dynamics 365. Tenant ID
Your tenant ID from Microsoft Dynamics 365.
Client Secret Your client secret from Microsoft Dynamics 365. Access Token Your access token from Microsoft Dynamics 365.Auth Code Your Microsoft Dynamics 365 authorization code. Instance URL Your Microsoft Dynamics 365 instance URL. Object Name The name of the Microsoft Dynamics 365 object you want this knowledge base to ingest. Refresh Token The refresh token from Microsoft Dynamics 365.Learn more about fields for Oracle
Field Details Client ID Your Oracle client ID. Client Secret Your Oracle client secret. Access Token Your access code from Oracle. Auth Code Your Oracle authorization code. Instance URL The Oracle instance URL. Object Name The name of the Oracle object you want this knowledge base to ingest. Refresh Token The Oracle refresh token. Learn more about fields for Salesforce
Field Details Instance URL The URL of your Salesforce instance. For example, classics.salesforce.com. Auth Code
Your Salesforce authorization code
. Follow these steps to request an authorization code.Access Token Your Salesforce access token . Follow these steps
to request an access token.Refresh Token Your Salesforce refresh token .Client ID The consumer key of the connected app you created in Salesforce. Client Secret The consumer secret of the connected app you created in Salesforce. Object Name The name of the Salesforce object you want this knowledge base to ingest. Learn more about fields for ServiceNow
Field Details Client ID The client ID of your OAuthapplication in ServiceNow. Follow these steps to retrieve your client ID.Client Secret
The client secret of your OAuthapplication in ServiceNow. Follow these steps
to retrieve your client secret.Access Token Your ServiceNow access token. Follow these steps to generate an access token.Auth Code Your ServiceNow authorization code. Follow these steps to generate an authorization code.Instance URL The domain for your ServiceNow instance. For example, classics.servicenow.com. Object Name The name of the ServiceNow object you want this knowledge base to ingest. Refresh Token The refresh token of your OAuthapplication in ServiceNow. Follow these steps to generate a refresh token.Learn more about fields for SharePoint
Field Details Site URL
The domain for your SharePoint instance. For example, classics.sharepoint.com.
Site Name The name of your SharePoint instance. For example, Classics SharePoint. Drive IDs The drive ID of your SharePoint site. Fetching this involves using the Get driveItem Microsoft API and its endpoints .Client ID Your OAuth client ID. Client IDs are created in Partner Center .Client Secret Your OAuth client secret. Client secrets are created in Partner Center .Tenant ID Your Microsoft 365 tenant ID. Use this Microsoft documentation to find it.Access Token Your Microsoft identity access token . Follow these steps to get an access token.Refresh Token Your Microsoft identity refresh token . Follow these steps to get a refresh token.Auth Code Your Microsoft identity authorization code . Follow these steps to request an authorization code.Learn more about fields for Zendesk
Field Details Client ID Your Zendesk client ID. Follow these steps to create an API client, which contains a client ID.Client Secret
Your Zendesk client secret. Follow these steps
to create an API client, which contains a client secret.Access Token Your Zendesk access token. Follow these steps to get an access token.Auth Code Your Zendesk authorization code. Follow these steps to get an authorization code.Instance URL The domain of your Zendesk instance. For example, classics.zendesk.com. Object Name The name of the Zendesk object you want this knowledge base to ingest. -
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Click Save.
Sync Knowledge Sources
NiCE Professional Services configures the sync schedule for your knowledge sources. You can also manually sync knowledge sources. This is useful if you've recently added or changed knowledge and don't want to wait for the next scheduled sync.
This is only available for supported third-party knowledge platforms. For custom knowledge sources, you'll need to set up your script to automatically run on a schedule to sync.
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In CXone Mpower, click the app selector
and select Admin > AI Studio > Knowledge Hub. -
Click Sync Source
in the row for the knowledge source you want to sync.