Use NICE CXone as a Content Source

NICE CXone (formerly MindTouch) is a popular knowledge management platform. This article walks you through the process of connecting your NICE CXone instance with SearchUnify.

PERMISSIONS

  • Permissions run on the basis of the your email.

    • Public permissions are respected. Pages with public permissions are visible to all.

    • Semi-public permissions are considered public. Pages with semi-public permissions are visible to all.

    • Private permissions are respected. Pages with private permissions are visible to assigned email addresses and the groups associated with the page.

    • Semi-private permissions are considered private. Pages with semi-private permissions are visible to assigned email addresses and the groups associated with the page.

    • Site-Level Permissions are ignored by SearchUnify. They are managed from inside your NICE CXone instance.

  • All user types, except Community Member, can be crawled.

  • You can override all permissions at the level of search results with Bypass Permissions.

Establish a Connection

  1. Navigate to Content Sources.

  2. Click Add New Content Source.

  1. Find NICE CXone, and click Add.

  2. Enter authentication details.

    1. Name. A label for the content source. Stick to ASCII characters.

    2. Client URL. The web address of your NICE CXone instance. You can find it in your NICE CXone pro admin.

    3. Authentication Type. No Authentication and Basic Authentication have been deprecated. Select API.

    4. Language. Select the content language. It's possible to select more than one language. The default choice is English.

    5. Client Username. The ID used to log into NICE CXone.

    6. Client Secret and Client API. Check out Obtain NICE CXone Client Key and Client Secret.

      NOTE. Only an admin or a pro admin can generate the API token. When the admin or the pro-admin changes the token, then the connection with SearchUnify is disrupted.

      Suppose you have users named author, admin, and proAdmin. These names also represent the type of user. To create a connection, the user "author" has to share their client key and secret and username. Searchunify will only crawl the data accessible to the user "author."

  3. Click Save.

Set Up Crawl Frequency

The first crawl is always manual and is performed after configuring the content source. In Choose A Date, select a date to start crawling; the data created after the selected date will be crawled. For now, keep the frequency to its default value Never and click Set and move to the next section.

Select Fields for Indexing

NICE CXone stores data in the object page_mindtouch. Admins can configure which object fields are indexed and are searchable.

  1. To select fields, click . Make changes in the new screen and save your settings.

After the First Crawl

Return to the Content Sources screen and click in Actions. The number of indexed documents is updated after the crawl is complete. You can view crawl progress in in Actions. Documentation on crawl progress is in View Crawl Logs.

NOTE 1

Review the settings in Rules if there is no progress in Crawl Logs.

NOTE 2

For Mamba '22 and newer instances, search isn't impacted during a crawl. However, in older instances, some documents remain inaccessible while a crawl is going on.

Once the first crawl is complete, click in Actions open the content source for editing, and set a crawl frequency.

  1. In Choose a Date, click to fire up a calendar and select a date. Only the data after the selected date is indexed.

  2. Use the Frequency dropdown to select how often SearchUnify should index the data. For illustration, the frequency has been set to Weekly and Tuesday has been chosen as the crawling day. Whenever the Frequency is other than Never, a third dropdown appears where you can specify the interval. Also, whenever Frequency is set to Hourly, then manual crawls are disabled.

  3. Click Set to save crawl frequency settings. On clicking Set, you are taken to the Rules tab.

Data Deletion and SU Index

Deleted page IDs are fetched through APIs between frequency crawls and removed from the SearchUnify index.