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Release 26.15: What's new in SightCall Xpert Knowledge

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Release 26.15 adds multilingual tutorials and simpler admin controls to SightCall Xpert Knowledge. These changes apply to tenants with Xpert Knowledge enabled.

Read and edit tutorials in your language

Agents and Admins now read and edit Xpert Knowledge tutorials in their VISION Console Language, which they set in their Console User Settings. If no language is set, English is used. The supported languages are the same as in Console: English, French, German, Spanish, Finnish, Italian, Japanese, Dutch, Portuguese, Swedish, Turkish and Chinese.

In the tutorial list

  • Translated tutorials show their topic name in your language.
  • Tutorials that aren't translated yet keep their English topic name and show a translate icon. A list can mix both.

When you open a tutorial that isn't translated yet

  • The English version shows right away. A notification stays on screen while the translation runs, which usually takes about 20–30 seconds.
  • You can keep reading and using tutorial actions. The notification stays even if you leave the page.
  • When the translation is ready, the notification shows Refresh page if you're on the tutorial, or Open tutorial if you're somewhere else.
  • If the translation fails, the notification shows an error and the tutorial stays in English. You can retry.

Xpert Knowledge tutorial list in Spanish with a notification that the Spanish version of a tutorial is ready and an Open tutorial button

When a translation is ready, a notification lets you open the tutorial in your language.

Editing

  • You edit in the same language you read in, which comes from your User Settings.
  • You can edit only when the tutorial version is ready, and only one person can edit at a time. Saving creates a new tutorial version.
  • If you edit in a language other than English, your text is kept exactly as you wrote it. The English version, which search uses, updates in the background. Editing stays locked until that finishes.

Limitations

  • The tutorial page has no language switcher. To change language, update your User Settings.
  • Search still works in English.
  • Tutorials opened through shared or public links stay in English.
  • Links, media, references and text inside images aren't translated.
  • Chat message translation isn't included in this release.

Pre-Translation Tutorials (tutorial translation language preset)

Admins can choose extra languages that tutorials should be ready in by default, so Agents wait less often.

Prerequisites

  • Xpert Knowledge is enabled on the tenant.
  • You have Admin Portal edit rights on Setup → Settings → Xpert Knowledge.

Configure

  1. In Admin Portal, go to Setup → Settings.
  2. In the Xpert Knowledge section, find Tutorial translation language preset.
  3. Select the extra languages you want. English is always selected and can't be removed.

Default: No extra languages are selected. Tutorials are translated only when someone asks for a language.

Admin Portal Setup > Settings > Xpert Knowledge section showing the Tutorial translation language preset with English selected

The Tutorial translation language preset in Admin Portal. Other settings in this screenshot show example values, not the defaults.

How it works

  • New tutorials: The preset languages are created automatically when a tutorial is ingested.
  • Adding a language: Existing active tutorials get the new language on their latest version, in the background. You see a warning before you confirm. There's no progress dashboard; the translate icon in the tutorial list disappears for each tutorial once its translation is ready.
  • Removing a language: This only affects future ingestions. Tutorials that already have the language keep it on later versions. You can't delete a language from all tutorials at once.
  • Editing a tutorial: Languages the tutorial already has are kept. Text someone edited in a language isn't overwritten. The tutorial's other languages update from English in the background.
  • The preset is a tenant-wide setting that admins choose. It doesn't change any user's own language, and it doesn't fill in automatically from users' language settings.

New Topic on Ingestion: Force new tutorial defaults for RVS sessions and video uploads

Admins can decide, separately for each source, whether new content always creates a new tutorial or can merge into an existing one.

Prerequisites

  • Xpert Knowledge is enabled on the tenant.
  • You have Admin Portal edit rights on Setup → Settings → Xpert Knowledge.

Settings

There are two independent checkboxes in Admin Portal → Setup → Settings → Xpert Knowledge:

  • Force new tutorial for RVS sessions, for SightCall Remote Visual Support (RVS) sessions
  • Force new tutorial for video uploads

Behavior

  • On: Each ingestion from that source creates its own tutorial.
  • Off: Content that matches an existing tutorial can merge into it.

Defaults: Both checkboxes are off for all tenants, including existing ones. Past ingestions aren't changed.

Limitations

  • Changes apply only to future ingestions.
  • Items already being processed keep the setting they started with, including if they're retried.
  • For RVS sessions, this checkbox is the only control.
  • Who can ingest content doesn't change.

Public/private toggle moves to the tutorial header

On a Reviewed tutorial, you now switch between public and private with a toggle in the upper-right header, just left of Share. This applies in both the full tutorial view and the preview.

  • The old rectangular button in the content action row is gone. Reviewed, Archive and Edit stay in the action row.
  • The toggle appears only on Reviewed tutorials.
  • Only the control's position and look changed. Public-access rules, permissions, public link stability and the Share button work as before.

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