Model N
Nomination Details:
We are honored to be considered for the CXone Customer Recognition Awards 2025 and to share our journey with the Expert Community.
Over the past years, our team has worked to integrate our Expert application into every aspect of Model N's business, transforming it into a Single Source of Truth for our Customers as well as an indispensable source for internal support, services and product teams.
Our CXone Expert strategy has been driven by three major goals:
1. All Content in One Place
Our first goal was to include all relevant content in our CXone Expert site (which we call Helpcenter). Before we started, content was only product documentation and release notes. But we saw an opportunity to pull in much more content and add more diverse content types. In 2024 we hired a new Director of Documentation, and he built out that team, resulting in our authors creating approximately 500 new articles and updating over 8,000 existing ones.
Site Activity Metrics for the 2 first months of 2025
Moreover, we transferred our Knowledge Center repository—containing over 700 articles with common Customer FAQs—from SharePoint to Helpcenter, which significantly increased its visibility and findability. After migration to Expert, Knowledge Center received 5 times more customer views compared to its previous SharePoint location.
Currently, we are transferring instructional step-by-step user guides and educational videos to our Expert site to support customers with their day-to-day tasks in Model N software. This will increase usage of these excellent materials for more ROI for Model N and our customers.
Finally, we created a new Custom Classification Type called ‘Content Source’ which clearly identifies the different content sources, and allows users to filter search results by Content Source. Here’s how it looks in our site:
The ultimate pay-off of this initiative is for the expanded content to be available for Generative AI search experience. As we’ve been piloting the NICE’s GenSearch capabilities, we see the GenSearch results combining the various content sources into truly helpful outputs that skillfully knit together answers from these diverse sources.
2. Customer Experience
Our next goal was to increase the findability of content in Helpcenter and improve customer experience. Since Model N provides multiple software systems, we created specialized User Groups based on available Model N solutions and permissioned content to depending on solution. This approach ensures customers only see content pertinent to the systems they use.
Another important step toward increasing content findability and simplifying navigation was restructuring our content organization and eliminating deep content layers. We also implemented widgets with Quick Links to the top category nodes, allowing customers to access frequently used Product Documentation with a single click.
Quick Links widget
In 2024 we Pendo-enabled our Helpcenter, which was possible due to Expert’s customizable header and support for javascript and browser API calls. Providing in-app guidance using Pendo was a big step towards remediating problem areas, gathering user feedback and assisting users with site navigation. For example, our Search page now features useful tips for obtaining better search results and when a user's search returns numerous results, in-app guidance offers suggestions to narrow results by selecting specific topic areas in the left panel.
We leveraged Pendo to analyze customer behavior in our Expert site to enhance Customer Experience. For instance, we utilized Paths Analytics to understand and improve users' experience with site navigation and gathered enhanced search analytics to understand users' search experiences from different locations.
Pendo: Paths to the Knowledge Center (KC) home page
Pendo Analytics for Number of Searches from separate Nodes
CSS and HTML modifications allowed us to provide users with improved search and navigation experiences.
- Model N was an early adopter of NICE’s new Hawthorn UI, and we encouraged other Expert customers to adopt it. Other search improvements include new Classification tags incorporated as Search filters.
- New content templates
- Enhanced content permissions – for example a customer with a Learning Library subscription has enhanced access compared to non-subscribers; this was accomplished using coded group naming conventions and Javascript to check the group name and render/hide accordingly. This ‘content wall’ helps drive new Learning subscriptions.
- For our video content, we've been including video transcripts (hidden on the page) to increase video findability in Search. Please find details in this Customer Community Post..
Model N Helpcenter after Hawthorn UI Adoption
3. Content Accessibility.
Our final goal is to encourage our Customer and Internal users to utilize Expert content extensively and make it an indispensable part of their Model N journey.
- During Jan-Aug 2024, we co-led with IT the “Customer Success Portal” initiative to consolidate access to supporting systems like Helpcenter into one Okta single-sign-on account for each customer user. This added over 1000 more users to Helpcenter and increases awareness of its value.
- Using Pendo, we created direct links to Helpcenter from inside Model N’s most popular applications. This enables our customers to access Help with just a few clicks!
Expanded Help Access via Customer SSO
This new access method reduced friction in accessing Helpcenter; and encouraged customers to seek answers to their questions independently and reduced the number of incoming Support tickets.
Session Insight for 01/01/2024 – 03/14/2024
Session Insight for 01/01/2025 – 03/14/2025