pert Knowledge helps users find trusted procedures, ask questions against organizational knowledge, contribute recorded procedures, review generated content, and share tutorials from SightCall experiences.
Before you begin
Your SightCall tenant must have Xpert Knowledge enabled. Available actions depend on your account, tenant configuration, and permissions. Contact your SightCall administrator if the Xpert Knowledge workspace does not appear in the Desktop Console.
Understand tutorial statuses
Tutorials have one of two review statuses:
Generated — Xpert Knowledge created the tutorial, but a person has not yet approved its content. Authorized users can inspect, edit, and review it.
Reviewed — a person has approved the tutorial as trusted organizational knowledge. Reviewed tutorials are eligible for public sharing, and tenant policy can restrict Chat and other querying tools to Reviewed content.
Contribute from a Remote Visual Support session
Eligible recorded Remote Visual Support sessions can provide evidence for Xpert Knowledge. Depending on tenant configuration, evidence can include video, audio, transcripts, snapshots, annotations, and session metadata. Xpert Knowledge processes the relevant evidence and associates it with an existing service topic or establishes a new topic.
Access Xpert Knowledge from the Desktop Console
Open the Xpert Knowledge workspace from the SightCall Desktop Console. Depending on your permissions, the workspace provides pinned tutorials, searchable knowledge, tutorial previews and full tutorial pages, Xpert Knowledge Chat, video upload, and review/editing controls.
Find a tutorial
Use the search field to describe the equipment, issue, symptom, or procedure you need. Search accepts everyday language and tolerates minor spelling differences. Search is performed against the English knowledge representation even when the Console or tutorial is displayed in another language.
You can also browse and sort the knowledge-base list or open a pinned tutorial.
Preview a tutorial
Select a tutorial in the knowledge-base list to open its side preview. From the preview, you can read available content, view status and contributor information, pin or unpin the tutorial, use the available authenticated sharing action, and open the complete tutorial. Editing, review, and archiving are performed from the complete tutorial page.
Read a complete tutorial
A tutorial can include a summary and expected outcome, required tools and materials, step-by-step instructions, images and video segments, diagrams or annotations, safety or prerequisite information, contributor details, and a table of contents.
Use localized tutorials
Tutorials follow the language selected in User Settings. When a translated representation is available, the title and content appear in that language. If it is not yet available, English remains available while Xpert Knowledge prepares the translation in the background; refresh later to retrieve it.
Links, media files, and text embedded in images are not translated. Public and standalone shared pages remain in English.
Pin a tutorial
Pin tutorials you use frequently or need for an upcoming task. Pinned tutorials appear above the knowledge-base list, with the most recently pinned tutorial first. A user can pin up to ten tutorials. Desktop Console pins are separate from pins in the SightCall Expert app.
Ask Xpert Knowledge Chat
Use Xpert Knowledge Chat to ask a question in natural language. Describe the equipment, symptoms, error, or procedure. Answers can include text, images, videos, and references to source tutorials; open a cited tutorial when you need the complete procedure or want to verify supporting content.
Use Chat history
For authenticated Console users, XK Chat history persists across browser refreshes, navigation, and new browser sessions. Open the History panel to return to your previous conversations. Conversations are ordered by most recent activity and use the first prompt as their title.
Active conversations can be reopened and continued. A conversation can become read-only after the active continuation window expires or when conversation limits are reached. Read-only conversations remain available for historical reference during the supported retention period. You can permanently delete a conversation from History. History search and conversation rename are not currently supported.
Upload a recorded procedure
Open the Xpert Knowledge workspace.
Select Upload content.
Choose a video or drag and drop it into the upload window.
Keep working while the upload continues.
Wait for Xpert Knowledge to process the recording.
Supported formats include MP4, MOV, AVI, MKV, WebM, and MPEG. The maximum file size is 2 GB. Once processing finishes, the resulting tutorial appears as Generated content.
Review a generated tutorial
Open the Generated tutorial and verify the title and summary, expected outcome, tools and materials, procedural steps, safety information, images and video segments, and equipment/issue metadata. If the content is accurate, mark it as Reviewed. If it needs improvement, edit it before completing the review.
Edit and publish a tutorial
Open the complete tutorial and enter editing mode. The editor supports headings, paragraphs, lists, text formatting, repositioning existing media, and removing media. Publishing creates a new active tutorial version; earlier versions remain available for traceability. Only one user can edit a tutorial at a time.
When editing in English, the canonical content used for search is updated. Editing another language preserves that localized representation and updates the English search representation in the background.
Rate a tutorial
At the end of a read-only tutorial, select Useful, Needs improvement, or Not relevant. You can change your response later. Feedback controls are hidden while the tutorial is being edited.
Share a tutorial with a colleague
Copy the authenticated tutorial link or use the available sharing action. The canonical link resolves to the latest version. The recipient must sign in with an account that has Xpert Knowledge access. On desktop the link opens in the Desktop Console; on supported mobile devices it can open in the SightCall Expert app when installed.
Share a tutorial publicly
Reviewed tutorials can be made public by an authorized user. A public link provides unauthenticated, read-only access to the English tutorial; editing, review, and archive controls are not displayed. Turning public access off makes the content unavailable at that URL. Turning it on again restores the same public URL.
Archive a tutorial
Archive a tutorial when it should no longer appear in active knowledge experiences. Archiving removes it from knowledge-base search, Xpert Knowledge Chat, public sharing, and other knowledge-consumption interfaces. Archiving does not permanently delete the tutorial. Existing pins are removed.
Use Xpert Knowledge in the SightCall Expert app
The SightCall Expert app gives field technicians mobile access to the same knowledge base.
The app is available for iOS and Android.
Minimum supported versions are:
- iOS 17 or later
- Android 11, API level 30, or later
Browse knowledge
Use the Library tab to:
- Search tutorials
- Filter by Generated or Reviewed status
- Open recommended tutorials
- Pin frequently used tutorials
- Download tutorials for offline use
Contribute knowledge
Use the Contribute tab to:
- Record a procedure directly in the app
- Upload an existing video from the device, gallery, filesystem, or connected storage
- Monitor uploads under My Contributions
Content captured offline synchronizes when connectivity returns.
Ask the AI Expert
Use the Expert tab to ask questions against the organization’s knowledge.
The app supports:
- Text questions
- Visual questions containing an image and spoken problem description
- Answers containing text, images, and videos
- Recent conversations
If the knowledge base does not contain relevant information, the assistant indicates that no supported answer was found.
Work offline
Downloaded tutorials and previously opened chats remain available when connectivity is unavailable.
New videos can be captured offline and synchronized later.
Use Xpert Knowledge in other applications
Organizations can also make Xpert Knowledge available through REST APIs and the SightCall MCP Server for CRM, field service, knowledge-management, custom application, and enterprise AI-agent integrations. For integration instructions and technical documentation, use the current Xpert Knowledge documentation available from the SightCall Admin Portal under Help > Documentation.