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About the Expert Center

Are you looking for an easy way to capture confidential and non-confidential questions with an easy to use input form with options for multiple groups and special tags?

Our Expert Center widget has a built-in custom input form so you can now enable your users to send your Subject Matter Experts confidential and/or nonconfidential questions. The widget has a clean interface that displays only a user's own questions and answers privately within the group. This widget includes a one-time customization set up service as well as maintenance and support while paid subscription is active.

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How to Add an Expert to an Existing Expert Center

When adding an expert to an existing expert center you will need to do the following: 

1. Add the expert to the Expert Center Topic Site Role (in the Admin Console)

2. Add a bio in the expert wiki area

3. Impersonate the expert and follow  the forums

4. Add the expert to the Forum List widget

5. Have SE Consulting add the expert to the “Access Only Widget by SE”  (this is done at the admin panel widget level. See image on page 4 below).

How to Add an Expert to a New Expert Center

Step 1 - Create Expert Center Group and Q&A Forum

1. Create a new expert center group for that expert

   1. Add the expert to the group as a member

   2. Format the group layout like the other expert center groups

   3. Add a Forum for the Non-Confidential Questions

Step 2 - Modify Layout and Add Widgets

1. Add the following widgets to the group page:

   1. NOTE: The Mosaic widget is not required - but recommended as you will want to have a welcome message explaining why users are in this space.

2. Copy the Ask a Question html code from any of one of the Expert Center Groups. 

3. Add the Unfiltered HTML by SE widget to the page. Paste in the copied code, and simply SAVE/Publish. No changes to the code are necessary.

4. Add the Expert Question Forum by SE2 and make the following modifications:
   
   

   1. Widget Tite - Enter the title you would like to display above the question submission form. 

   2. Display Forum Link in Title - Select if you would like a link to the forum application in the widget title. 

   3. Suggested Content - When a user starts entering a question - what content do you want it to search on (for related content) and return to the user

   4. Name of Expert Topic Center (1-3) - Enter the name of each topic (up to 3) for the expert center 

   5. Add Expert Site Role for Topic Center (1-3) - Enter the site role name for each topic 

   6. Choose the public forum for Topic Center (1-3) - Which forum should the specific topic be connected to - search and select a forum in your Verint Community. 

5. Add the Unfiltered HTML widget to the page - and with Social Edge’s support - paste the code into the widget and make the desired modifications.

Step 3 - Add Expert Bio and Provide Permissions

1. Add a bio in the expert wiki area (example below) - this will be what users see when they click on an expert from the unfiltered HTML widget (custom page in Verint): 

2. Add the expert to the Forum List widget

3. Impersonate the expert to follow the forum to ensure permissions are correct
   
   

How to Remove an Expert from an Expert Center

1. Remove the expert from the Site role or delete site role if not in use anymore.

2. Delete the expert center group (If you want to keep the questions, you will need to move them to wiki otherwise all the content will be deleted once the group is deleted).

3. Remove expert as a member (if the Expert Topic member will no longer be allowed in the Community, you can delete the member. You can reassign their content to another user when you are going through the process of deletion.)

How to Switch out an Expert from an Expert Center

1. Remove the old and add the new Expert Member to the Expert Center Topic Site role.

2. Remove the old and add a new Bio for the new Expert Topic Member

3. Update the center widget with the image and link to the new Expert Topic Member. 

Directions for the Expert Group Notifications

To enable notifications for expert group forums: 

1. Navigate to one of the selected expert forums

2. Once on the page, click “Turn Forum notifications on” and your done. Go to the next forum for that group and your done for this expert group.
   
   
   

Support

Need support or want to talk to us?  Please send an email to:

contact@socialedgeconsulting.com