NetApp

Key New Features Added in 2025 

AI-Powered KB Creation tool: 

One of the blockers for the newer teams moving their content to the Expert platform was the effort involved in rewriting large word and PDF documents. To ease the process of migrating content, we designed and deployed an AI enabled KB creation tool that converts structured and unstructured content into knowledge articles that adhere to predefined templates, metadata, and publishing standards. Using NiCE CXone Expert’s capabilities and endpoints, the tool shortens authoring cycles while keeping governance intact—articles are created in the right structure from the start, reducing rework and accelerating time-to-value for support and operations teams. The tool securely orchestrates content creation while preserving platform-native controls. Furthermore, it greatly assists non-native knowledge workers to seamlessly create KB articles on the platform. 

We leveraged NiCE APIs to integrate this assisted-authoring experience into the workflow (SharePoint or Confluence) of different teams, so knowledge contributors across the diverse teams can draft and publish content within their existing workflow, without switching tools. This approach complements the Expert platform by extending what’s possible in-context and enabling faster adoption across teams with minimal change management. 

GenAI search: 

NiCE’s proprietary Gen Search feature introduced a breakthrough in how visitors search and find answers. To improve usability and drive adoption, we added lightweight UI enhancements using custom JavaScript provided by NiCE, optimizing how generated content is displayed. We added an in-app 4 walkthrough widget, to guide customers on how to use the feature for best results. We also added a feedback widget that captures user input at the point of use, turning qualitative comments into measurable insights. The result is a stronger improvement loop: better content presentation, faster adoption, and continuous refinement based on real usage. 

Content Standard Checklist checker: 

To ensure support engineers follow the Knowledge Centered Services (KCS) process, the KCS program team regularly audits KB articles authored by engineers for compliance with NetApp KCS Content Standards. Previously, coaches manually reviewed samples and shared feedback. The new Content Standard Checklist (CSC) tool uses GenAI to review each KB article and compare it with case notes and pre-defined content standard guidelines to confirm it meets case requirements and guideline specifications. Integrated into the NiCE platform, this tool is available during authoring to scale audits and help authors improve content in real time and at source by providing actionable guidance by reviewing the articles against the prescribed writing standards. By validating content against critical standards and suggesting improvements, CSC enhances the KB self-service experience for both employees and customers. 

PAR Automation: 

Process Alignment Review (PAR) measures how consistently NetApp support resources follow KCS principles—Capture, Improve, and Reuse—when closing technical cases. 

Today, Coaches perform PAR manually. The process is slow and timeconsuming. Moreover, the coaches can audit only ~20% of closed cases. Additionally, manual PAR makes it hard to apply KCS standards consistently to all cases, creating knowledge-management gaps and reducing coaching impact. Because coaches can’t audit every case, compliance tracking is incomplete and requires frequent calibration—adding more overhead. 

We built the PAR automation tool to deliver standardized, AI-powered postcase audits, feedback, and reporting for Support Engineers and Coaches. The solution reviews closed cases end-to-end and helps coaches assess whether 5 engineers reused existing knowledge, updated articles, or captured new insights when needed while addressing a customer issue. It also includes a selfaudit mode for support engineers to review their cases and strengthen KCS compliance without waiting for coach intervention. 

With this automation, we have standardized audits with AI—reducing human error and variation—improve case-resolution quality and downstream selfservice outcomes. It also reduces manual audit time so coaches can focus on higher-value coaching. 

GenAI Feedback: 

Feedback management is key to sustaining and optimizing any generative AI feature. While NiCE provides an API completion report, there was no way to consolidate incoming feedback in one place. We developed a custom dashboard that pulls GenAI completion reports from endpoints, giving SMEs a single place to review, prioritize, and close the loop on that feedback. This approach organizes data for faster action and clearer accountability—turning raw feedback into trackable outcomes without disrupting NiCE’s core workflows. 

New Workflow for Content Contributed by Unlicensed Users: 

The original NetApp KCS workflow coupled with NiCE platform was built for KCS contributors and publishers. As the program matured, we expanded participation to the Initial Response team. Although trained in KCS fundamentals, this team only had basic license, which limited authoring— slowing knowledge capture, creating knowledge gaps, and delaying publication. 

To solve this, we built an automated workflow that allows contributions from unlicensed users in the CRM KCS WIP template, which automatically generates a WIP KB article in the database. This article is then routed to licensed publishers to review, improve, publish or reject. The WIPs are tracked in the WIP Dashboard on the KB site. Using NiCE APIs and JavaScript to orchestrate the workflow and MongoDB as the backing database, 6 the dashboard delivers real-time visibility into WIP status (assigned, in review, processed). 

Editor for contract workers: Powered by NiCE Endpoints: 

We introduced a controlled editor experience to make it easier for NetApp contract workers without Expert Seated Licenses, to contribute content. This out-of-the-box editor, integrated with NiCE APIs, allows contract workers to submit content using the correct templates and formats with minimal training. Internal teams maintain control over reviewing and publishing, ensuring strong governance and streamlined content intake, all without expanding access beyond what is necessary. 

Scalable Analytics: Power BI Reporting Beyond Out-of-the-Box Limits 

To deliver enterprise-grade reporting, we connected NiCE analytics endpoints into a Power BI model through a curated data layer. While standard dashboards available are effective for typical volumes, large datasets required a more scalable approach. We implemented controlled batch retrieval (e.g., paged downloads) and consolidation to ensure completeness and performance. This extended the insights offered by NiCE to meet real operational scale—without altering the platform itself. 

User Management Automation (Licensing): 

Managing licenses has been a task that required admins to verify and confirm user credibility, usage, frequency of creates, and permissions before assigning or removing licenses. We built a single, scalable User Management Automation dashboard to streamline licensing and administration. The dashboard enables bulk add/remove actions for users across any group, supports license assignment and removal at scale, and augments NiCE’s Control Panel’s 1,000 item page limit by allowing admins to view and manage well beyond 1,000 users in a single view. It also connects to multiple NiCE API endpoints (page view, contribution, last logins etc.), bringing user, content, and activity management into one place—our one-stop hub for Expert admin operations. 

Interactive Workflow: 

Support teams and customers alike, often struggle with fragmented documentation and linear troubleshooting that forces users to jump across multiple pages, slowing resolution and increasing effort. We curated, designed and built an ‘Interactive Workflow’ that addresses this challenge by delivering a custom-built, interactive knowledge experience that guides users through complex product issues as a single, intuitive customer journey. Designed by our in-house KM team, using JavaScript and CSS, the workflow is built to adapt to user inputs and scenarios, centralizing multiple issues and troubleshooting steps into one guided path. By combining contextual guidance with the branching workflow, static content is transformed into an engaging, action-oriented support experience. 

Feedback dashboard: 

Building on NiCE’s standard feedback routing—which relied on email and manual triage—the NetApp KB team implemented a closed-loop feedback workflow within the platform. The workflow keeps intake, ownership, action, and closure inside the platform, turning feedback into a managed queue instead of scattered emails in a shared inbox. 

The dashboard strengthens governance by adding closure codes to measure feedback quality and by tracking feedback that requires SME follow-up for clarification. To drive faster resolution, each article displays its open feedback in a prominent widget at the top of the article, enabling knowledge workers to address issues at the point of use. This solution demonstrates how we extended the platform to meet enterprise-scale knowledge operations needs. 

How it works (in brief)  

• Power Automate extracts feedback emails into a structured Excel feed.  

• A Python script formats and loads the data into a NetApp database.  

• JavaScript connects the database to the NiCE backend, populating a custom dashboard and displaying feedback on the article via GUID mapping. 

Impact  

• Accelerates continuous improvement by letting knowledge workers resolve feedback in-context while using the article.  

• Improves speed and accountability with dashboard-based triage, categorization, and SME assignment (internal/external; technical/nontechnical).  

• Strengthens governance and learning through closure codes and structured follow-up, separating actionable input from noise.  

• Delivers a 24–48 hour response cycle and encourages higher customer engagement through visible, timely action on suggestions. 

Results and Impact  

The NetApp Knowledge Base site—powered by our robust, mature KCS program and the Expert platform—has delivered exceptional results:  

NetApp Knowledge Base Success Metrics  

• >900K monthly page views on the KB site.  

• ~100K page views each month on localized language sites.  

• ~30% increase in logged in users to the KB site  

• ~300 feedback items processed per month on average.  

• Article reuse rate: improved by 25%  

• On average, we create 800 articles and update 2,500 articles each month.  

• Over 45K validated articles in the system  

• 95% of our Knowledge Articles are shared externally—a 40% increase from pre CXone Expert days  

• KB site CSAT scores 4.6/5  

• Customers rating our site as good or excellent: 100%  

These results tie directly to the success of our KM program, and we owe a big thanks to the Nice CXone Expert platform. 

 

Team

Padma Sai Prasad - Senior Manager, Digital Support Operations

Rajesh Panda - Content Architect, Digital Support/Knowledge Management