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CXOne Expert Awards Site

Ex Libris, a Clarivate company

Nomination Details

CXOne Expert is our principal customer knowledge platform, branded as an openly accessible easy-to-use central repository hosting all of our product knowledge assets. While our team are the primary stakeholders, we have multiple internal organizations across our company from Customer Success, Development, Content Operations, and Support who are active contributors on this platform. Collectively, we work together to offer our customers a unified, one-stop experience on all things related to product knowledge.

Below are some key highlights:

1. Product documentation online help

Our knowledge center is host to thousands of pages of detailed technical reference material which are also directly available from our product interface via context-sensitive links

2. Localization

Currently our documentation is translated and offered in 5 languages and updated with each monthly release

3. Extensive library of eLearning videos

We have a robust catalog of e-Learning content covering product topics at every level, from day one onboarding, through implementation, to day-to-day workflows and advanced topics. Our eLearning portfolio is translated to 9 languages

4. Monthly release notes

We produce product release notes on a monthly basis covering new feature functionalities. Our team has built a customized filter which allows the user to filter by a specific functionality and month

5. Support Knowledge Articles

Written by our support analysts, these short knowledge articles feature quick tips and answers to commonly asked customer questions and are viewed as an invaluable resource to our customers

6. Community Knowledge

We have a growing community space on the knowledge center populated by customer-generated content with a focus on specific and tangible use cases

Collectively, our use of the CXOne Expert platform to provide updated, relevant, and focused content is a key element in our toolset that supports our customers in their journey and to continue to realize important value as they expand their adoption of our platforms and products.

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