Feature availability may depend on your SightCall subscription, tenant configuration, user permissions, and regional availability.
Interface access & Data Ingestion | ||
| Feature | Description | Benefit |
|---|---|---|
| VISION XK Access | When Xpert Knowledge is enabled, VISION sessions are automatically processed and transformed into reusable knowledge content without any additional action from users. | Helps organizations capture and reuse knowledge from live service interactions without requiring technicians or experts to perform additional documentation work. |
| Classic XK Access | Classic tenants can continue capturing knowledge while simultaneously feeding the XK Knowledge library, ensuring a smooth transition with no disruption. | Enables organizations to continue capturing valuable knowledge while transitioning to the latest Xpert Knowledge experience. |
| Assign Session Scenarios | Admins can decide, per scenarios, which sessions should be converted into knowledge content, providing greater control over the quality and relevance of the knowledge base. | Helps organizations focus knowledge creation on the service scenarios most likely to produce valuable, reusable expertise. |
| Import External Video Sources (API) | Customers can enrich XK with videos created outside of SightCall, through programmatic interfaces, with a broader range of training, troubleshooting, and best-practice content. | Expands the knowledge base beyond SightCall sessions by allowing organizations to reuse existing video content at scale. |
| Upload External Video Sources (Console) | Customers can enrich XK with videos created outside of SightCall, through the VISION interface, with a broader range of training, troubleshooting, and best-practice content. | Makes it easy for users to turn existing service, training, and troubleshooting videos into reusable knowledge without requiring an RVS session. |
| New Topic on Ingestion | At the tenant level (Admin Portal), choose whether new RVS-based or uploaded content automatically creates a new topic. There is one setting per ingestion type (RVS or upload). | Gives administrators greater control over how new knowledge is organized and whether incoming content creates new topics or contributes to existing ones. |
| Override Topic Creation on Upload | When uploading via the Console, customers can override the tenant-level setting by setting the flag per upload. | Gives users flexibility to decide whether an individual upload should create new knowledge or contribute to an existing topic. |
| Guest Video Stream Ingestion | XK ingestion pipeline will only consume the Guest video stream when the customer is performing XK RVS sessions without recording to improve video rendering. | Improves the quality of visual knowledge generated from RVS sessions by focusing processing on the video stream showing the issue, equipment, or task being performed. |
Tutorial Lifecycle Management | ||
| Feature | Description | Benefit |
| Tutorial Validation | Mark tutorials as reviewed and approved by field experts to increase trust in the knowledge base. | Helps organizations distinguish expert-reviewed knowledge from newly generated content and build greater trust in what users consume. |
| Tutorial Content Editing | Allow experts to improve AI-generated tutorials and create updated versions over time. | Keeps knowledge accurate and useful by allowing subject-matter experts to refine AI-generated content as processes and best practices evolve. |
| Tutorial Archiving | Retire outdated tutorials and prevent them from appearing in search results. | Helps keep the active knowledge base relevant by removing outdated content from everyday discovery without permanently deleting it. |
| Tutorial Deletion API | Allow authorized API callers to permanently delete an XK topic and its associated tutorial versions, translations, graph data, and embeddings through the Core API. | Supports programmatic knowledge governance by enabling organizations to permanently remove topics and their associated data when required. |
| Tutorial Version Deletion API | Enable programmatic deletion of any tutorial version. Capability only available through API call. | Gives organizations greater control over tutorial version history and enables outdated or incorrect versions to be removed programmatically. |
| Tutorial Feedback & Rating | Collect expert ratings on tutorial quality to continuously improve AI-generated content. | Helps organizations identify high-quality knowledge, surface content that needs improvement, and gather expert input on tutorial usefulness. |
Tutorial Rendering | ||
| Feature | Description | Benefit |
| Embedded Tutorial Media | Enrich tutorials with video extract, snapshots, and AI-generated illustrations for better understanding. | Makes complex service knowledge easier to understand by combining written instructions with relevant visual guidance. |
| Tutorial Contributors | Display the experts whose sessions and uploaded content contributed to the creation of the tutorial or versioning. | Provides greater transparency into where knowledge came from and which experts contributed their experience. |
| Tutorial Preview | Preview tutorial content from the tutorial list before opening a new page. | Helps users evaluate whether a tutorial is relevant before opening it, reducing unnecessary navigation and speeding up knowledge discovery. |
| Reviewed Content Only | Control whether non-reviewed tutorials (= generated ones) are available through XK Chat, APIs and AI assistants. | Helps organizations ensure that AI experiences and connected systems rely only on reviewed knowledge when stronger governance is required. |
| Active Tutorial Translation (User language preference) | Access tutorials in the user's preferred language through automatic translation when opening a tutorial. | Makes service knowledge more accessible to global teams by presenting tutorials in each user's preferred language. |
| Pre-Translation Tutorials | Access to translated tutorials in the tenant preferred language even before opening a tutorial. | Gives users immediate access to localized knowledge and reduces the need to wait for translation when a tutorial is opened. |
Tutorial Surfacing | ||
| Feature | Description | Benefit |
| Classic User XK Access | Redirect users from SightCall Classic to XK within the new SightCall Console. | Provides Classic users with a direct path to the latest Xpert Knowledge experience while minimizing disruption to existing workflows. |
| Admin Users XK Access | Redirect Admins from Admin Portal to XK within the new SightCall Console. | Makes it easier for administrators to access and manage Xpert Knowledge from their existing administration workflow. |
| VISION User/Admin Access | Redirect Sightcall Users from Internal Portal to XK within the new SightCall Console. | Gives VISION users and administrators a direct path to Xpert Knowledge from the environments they already use. |
| Knowledge Workspace | Access all available tutorials from a dedicated XK workspace with visibility into tutorials status and details. | Provides a centralized place to discover, review, and manage the organization's reusable knowledge. |
| Tutorial Search and Browsing | Quickly find tutorials by name from the knowledge library. | Helps users locate known tutorials quickly without manually browsing the entire knowledge library. |
| Smart Tutorial Search | Find relevant knowledge using natural language and semantic search. | Helps users find the right knowledge even when they do not know the exact tutorial title, terminology, or keywords. |
| Multi-Language Knowledge Search | Search for knowledge in your preferred language and retrieve relevant content across languages. | Helps global users discover relevant knowledge regardless of the language in which the original content was created. |
Tutorial Distribution & Sharing | ||
| Feature | Description | Benefit |
| Internal Tutorial Sharing | Easily share tutorials with other authenticated users through a permanent tutorial lin | Improves governance and traceability by giving organizations visibility into how knowledge is accessed, changed, and managed over time. |