Configure how Xpert Knowledge captures knowledge from SightCall sessions, which tutorials can be used by querying experiences, how new contributions are organized, and which languages are prepared by default.
Xpert Knowledge must already be enabled for your organization. This article covers the configuration available to administrators after provisioning.
Choose which sessions contribute to Xpert Knowledge
Administrators can control which SightCall sessions are processed by Xpert Knowledge.
For Vision Console V3, open the relevant Call Configuration in the Admin Portal and enable Xpert Knowledge for the configurations whose sessions should contribute to the knowledge base.
When enabled, eligible sessions using that Call Configuration are processed by Xpert Knowledge. When disabled, those sessions are excluded from Xpert Knowledge ingestion.
Ensure the agent (host user) is set to ‘Recording’ profile, and the Session Scenerio that maps to the above Call Configuration is assigned to the user, directly or indirectly via Group.
For Classic, Xpert Knowledge ingestion is configured at the Use Case level. Recording must be activated to enable Xpert Knowledge.
Ensure the agent (host user) is set to ‘Recording’ profile, and the Use Case is assigned to the user, directly or indirectly via Group.
Control which tutorials can be used for answers
Xpert Knowledge distinguishes between two tutorial statuses:
Generated: automatically created by Xpert Knowledge and not yet reviewed by a human.
Reviewed: reviewed and validated by an authorized user.
Administrators can control whether querying experiences use only Reviewed tutorials or can also use Generated tutorials.
Go to:
Admin Portal → Setup → Settings → Xpert Knowledge
Configure:
Xpert Knowledge querying tools filtered on reviewed tutorials
Enabled
Only Reviewed tutorials are used by Xpert Knowledge querying experiences.
This option is recommended for organizations that require human validation before knowledge is exposed through AI-assisted experiences or integrations.
Disabled
Both Generated and Reviewed tutorials may be used by querying experiences.
This can provide faster access to newly created knowledge before it has been formally reviewed.
The policy applies to Xpert Knowledge Chat, XK query APIs, integrations using those APIs, and MCP-based AI agents.
The setting does not affect Smart Search in the Xpert Knowledge workspace. Generated tutorials remain discoverable there so authorized users can find, review, and validate them.
Configure how new contributions create tutorials
Administrators can define how Xpert Knowledge handles new RVS sessions and uploaded videos.
Go to:
Admin Portal → Setup → Settings → Xpert Knowledge
RVS sessions
Use the RVS setting to determine whether every eligible RVS contribution must create a new tutorial.
When enabled, each contribution starts a new tutorial.
When disabled, Xpert Knowledge may enrich a matching existing tutorial instead.
This is the tenant-level behavior for RVS sessions. There is no per-session Agent override.
Video uploads
Configure:
Create a new tutorial by default for video uploads
When enabled, uploaded videos default to creating a new tutorial.
When disabled, uploaded videos default to enriching a matching tutorial when one is found.
This setting defines the tenant default. When uploading a video from the Xpert Knowledge workspace, eligible users can override it for that individual file using Always create a new tutorial.
Changing the option for one upload does not change the tenant default. The next upload starts again from the configured tenant default.
Changes to these settings apply to future ingestions and do not restructure existing tutorials.
Configure languages that are ready by default
English is the canonical language used by Xpert Knowledge. Administrators can configure additional supported languages that should be prepared automatically for tutorials.
Go to:
Admin Portal → Setup → Settings → Xpert Knowledge
Use the language preset to select the additional languages your organization wants to have ready by default.
English is always selected and cannot be removed.
When you add a language
New tutorials are prepared in that language.
The latest version of existing active tutorials is progressively backfilled in that language.
When you remove a language
The language is no longer requested for future ingestions.
Existing tutorials that already contain that language keep it and continue to maintain it across later versions.
The tenant language preset is separate from each user's preferred language in Vision User Settings.
The tenant preset determines which translations Xpert Knowledge prepares in advance.
The user language determines which language the user consumes.
If a requested language is not ready yet, Xpert Knowledge can generate it on demand. The user may temporarily see the English version while the translation is being prepared.
Access Xpert Knowledge as an Admin
For organizations using Xpert Knowledge V2, select Xpert Knowledge from the Admin Portal to open the Xpert Knowledge workspace in SightCall Vision V3.
Access depends on the Admin role:
Admin role | Xpert Knowledge access |
|---|---|
Admin / Super Admin / Full | Can access and manage tutorials |
Full Access Read | Read-only access |
Provisioning / Analytics / Support / Communications | No Xpert Knowledge access in Vision V3 |
Admins accessing Xpert Knowledge from the Admin Portal land directly in the Xpert Knowledge workspace. They do not need an Agent seat and are not connected to the Remote Visual Support call workflow.
Audit Xpert Knowledge activity
Xpert Knowledge activity is included in the existing Admin Portal Audit Trails. No additional Xpert Knowledge audit configuration is required.
Successful actions recorded in Audit Trails can include:
tutorial editing and publication
validation and unvalidation
archive and unarchive
public/private access changes
tutorial feedback
content uploads
Xpert Knowledge Chat conversation starts
tutorial detail and preview access
Audit Trails are intended to provide visibility into significant Xpert Knowledge activity. They are not a complete browsing history.
Actions such as opening the Xpert Knowledge workspace, browsing the tutorial list, searching, viewing contributors, or copying a share link are not recorded.
Existing Audit Trail retention and export behavior remain unchanged.