KMS LightHouse Connector

To connect KMS LightHouse to a knowledge base, you must either provide your credentials to NiCE Professional Services or enter them in Knowledge Hub yourself. This page describes how to configure the KMS LightHouse integration with Knowledge Hub. The connector syncs article content from KMS LightHouse into your knowledge base so agents can use it in NiCE CXone.

Knowledge Hub syncs only the articles that your NiCE CXone API service account has read access to.

Prerequisites

Before you begin, make sure the following requirements are met:

  • The KMS LightHouse instance is active and contains the content you want to sync.
  • You have administrator access to the KMS LightHouse instance.
  • You can generate or retrieve API credentials in KMS LightHouse.
  • You have access to the Knowledge Hub application in NiCE CXone.

If you do not have the required KMS LightHouse permissions, contact your KMS LightHouse account representative.

Retrieve the KMS LightHouse Parameters

Retrieve each parameter in KMS LightHouse, then store it in a secure location until you are ready to enter it in Knowledge Hub.

Retrieve the API Base URL

  1. Log in to KMS LightHouse with your administrator credentials.
  2. Navigate to Admin Settings > API Configuration.
  3. Locate the API Base URL field. The value follows the format https://salesforceqa.lighthouse-cloud.com.
  4. Copy the API base URL exactly as it appears.

Retrieve the API Username

  1. Navigate to Admin Settings > Users, or to Integration Settings > API Users.
  2. Locate the account designated for external integrations.
  3. Copy the username or email address for that account.

Retrieve the Secret Key

  1. Navigate to Admin Settings > API Users.
  2. Select the API user, then select Secret Key.
  3. Copy the secret key and store it in a secure location. If the secret key is not visible, click Regenerate or contact your KMS LightHouse account representative.

  • KMS LightHouse usually shows the secret key only once, when the key is created. If the key was not saved at that time, you must regenerate it.

  • Treat the secret key like a password. Do not share it over email or chat. Use a secure channel, such as a password manager or an encrypted file transfer.

Configure the KMS LightHouse Connector

Before you enter the values in Knowledge Hub, confirm the following:

  • The API base URL is correct and reachable from outside your network.
  • The API username or email address belongs to a dedicated service account, not a personal user account.
  • The secret key has been securely retrieved and is ready to use.
  • The service account has read access to the articles you want to sync.

Then configure the connector in Knowledge Hub.

  1. In NiCE CXone, click the app selector and select General > AI Studio > Knowledge Hub.

  2. Select KMS LightHouse as the data source.
  3. Enter the API base URL, API username or email address, and secret key in the corresponding fields.

  4. In Sync Frequency, confirm the default value of Every Day. This field cannot be edited.

  5. Click Save.

After the first sync, syncs run automatically once a day and include the incremental changes made since the last successful run.

After you save the configuration, the connector authenticates with KMS LightHouse, syncs articles into Knowledge Hub, and makes the content available to agents through NiCE CXone Copilot.

Troubleshooting

Use the following table to resolve common KMS LightHouse connector problems.

Problem

 Possible cause Solution
Authentication error or invalid token The credentials are expired or incorrectly formed. Verify that the API username and secret key are correct, then enter them again.
The secret key is not visible in KMS LightHouse The key was shown only when it was created and was not saved. Click Regenerate in the KMS LightHouse API user settings, then use the new key.
The service account is locked or inactive The account was deactivated, or its password expired. Reactivate the API service account in KMS LightHouse Admin.
Articles do not appear in Knowledge Hub The service account does not have read permissions. Make sure the API user has read access to all relevant article categories in KMS LightHouse.
Connection refused, or the URL is not reachable The base URL is incorrect. Verify the format of the base URL.
Only some articles are synced Certain content types are restricted for the API user. Review the permissions scoped to the API service account in KMS LightHouse.

For questions about locating these credentials, contact your KMS LightHouse account representative. For issues with the NiCE configuration, contact your NiCE CXone Account Representative.