Xpert Knowledge Admin Guide (v1 - 2025)

In this artcile we will cover what a SightCall tenant admin need to know in order to configure Xpert Knowledge feature.

Licensing and user seating

Xpert Knowledge involves a few license types:

1. platform add-on - this is the license to enable Xpert Knowledge feature on the SightCall tenant.
2. Content Creator - this is the special SightCall agent license, including the “Recording” and Xpert Knowledge feature access.
3. Content Manager - this is the special SightCall admin license - for content review and publication management.

The minimal licensing requirement for Xpert Knowledge is one of each of the above license types.

Pre-requisites

Before enabling the service there are a few items to consider:

Personas:

1. Understand the user roles and identify the team members - Xpert Knowledge has a few primary user personas:
   1. Content Creator: this is the SightCall ‘agent’ to run live sessions to capture Xpert Knowledge tutorials.
   2. Content Manager: A new type of SightCall administrator who reviews Xpert Knowledge tutorials submitted via Content Creators. Content Managers can review, edit, reject or approve Xpert Knowledge tutorials for publishing to the Xpert Knowledge Library.
   3. Content consumer: The end consumer of Xpert Knowledge content. They may not be a content creator or content manager. Note that Content Managers can can grant access to Xpert Knowledge tutorials via a public link.
2. This user guide provides details on the end user experience and feature set

Technical Pre-Requisites:

At GA (July 2025), Xpert Knowledge supports access via:

• Standalone (username / password) - for VISION + Classic**
• Standalone with SAML SSO*
• Salesforce integration (VISION)

For SAML SSO / Salesforce integration configurations - the content creators can only access the Xpert Knowledge Library via the agent console interface.

Plugin Requirements:

Xpert Knowledge is only certified with SightCall’s latest 9.6 plugin version. If a customer tenant is running with an older plugin version, please extra time to run testing/plugin upgrades. Older plugin versions may work, but are untested and not officially supported.

URL/Network Requirements:

Unchanged, (see Network Requirements for more details), however the new Xpert Knowledge Library will be accessible via https://ai-portal.sightcall.com * Customers who have not performed wildcard whitelisting on *.sightcall.com may need to add this FQDN to their whitelist.

Step 1: Tenant Enablement

Once the applicable license is provisioned, SightCall staff will work with you to apply any available customizations. This typically includes:

1. Enabling Xpert Knowledge feature on your SightCall tenant, and activate the “Content Creator” and “Content Manager” seating licenses
2. Setting up agent console for Xpert Knowledge capture sessions
   1. For VISION experience - there should be a call routing + call configuration pair that’s dedicated for Xpert Knowledge. The content creator should be assigned to that routing either directly or by group association.
      • Salesforce integration - it’s recommended to create a new configuration for Xpert Knowledge if there’s already existing Call configuration/routing settings.

   2. For Classic console experience - the Use Case which Content Creators will use must be configured with auto-start recording in the Call Startup Setup:

      

   3. 

Step 2: User Configuration

• Content Creator: In the SightCall Admin Portal, navigate to Users > Agents, check the ‘Content Creator’ checkbox in the individual agent you would like to assign the Content Creator role to.
  • The Content Creator can run knowledge capture sessions via the SightCall Console.
  • The Content Creator can also access the Xpert Knowledge Library to access published content, and any unpublished content drafts they have generated.
    
• Content Manager: In the SightCall Admin Portal, navigate to Users > Admins, check the ‘Xpert Knowledge Content Manager’ checkbox in the individual agent you would like to assign the Content Manager role to.
  1. Content Managers can access the Xpert Knowledge Library either:
     1. In the SightCall Admin Platform, via the Xpert Knowledge button on the left, or:
     2. By going directly to https://ai-portal.sightcall.com/login *
         
     3.  
• SSO SAML or Salesforce integration - if any of users were provisioned by SSO SAML or Salesforce integration, they can also be enabled to access Xpert Knowledge using same steps above. 

That’s it! 

It is strongly recommended to test Xpert Knowledge before provisioning it live with customers.

Reporting

At the time of General Availability release (July 2025) there is no specific additional reporting on Xpert Knowledge usage, other than the existing ‘Meeting Reports’ and ‘Recording Reports’ in the SightCall Admin Portal. This is planned in future Xpert Knowledge releases.

* (or https://ai-portal-us.sightcall.com for tenants in Americas region)

** For Classic agent console, currently the Xpert Knowledge will not be able to include any activities such as photos, Notes, barcode scanned into the tutorial rendering pipeline.   We are hoping to solve this soon.