What is it?

This API enables you to integrate knowledge from your existing KM Professional application directly into 3rd party applications and UIs using your preferred web development framework. The API includes standard functionality including: listing knowledge entries, displaying entries, searching, finding related entries, browsing by category, receiving feedback and receiving inquiries.

How does it work?

The API is intended for use in any application that embeds knowledge requests into its UI.  The visual expression of the request and response is defined by the application developer in the application UI.  This can take the form of a search box, or could also be designed to pass collected query and metadata from other known variables in the application without user input.  For example, an application could have a product page with pre-defined links relevant knowledge articles, expressed as common questions (FAQ's).  The API would collect and pass the product metadata along with the question presented on the page, and return the results. 

When the KM-PRO index is called, and returns an array of results (which can be a relevance ranked list, or in the case of a specific content object ID request, a single object ID).  The array can be expressed as URL links to directly call any of these content objects from the list.

The KM-PRO API is RPC based. It accepts POST JSON calls to specified end points.  When you want to retrieve content from, or submit content to, the knowledgebase, your script calls a method of the API. Data is passed to and from the API in JSON format, which your script can then decode into its own format for further processing and display.

The API provides functionality for:

• Fetching entries from the knowledge base
• Filtering entries
• Searching entries
• Generating lists of related entries
• Finding translations of an entry
• Fetching category data
• Submitting entry feedback
• Submitting messages
• Logging votes
• Logging usage metrics

What's required to implement it?

• Familiarity with a language for scripting web pages, such as PHP or Python. Knowledge of JSON is also useful, since JSON is the API's native data transfer format.
• A KM PRO account, set up by Verint.
• Access details to enable the API to connect to the account. This will be set up by Verint.
• A development environment in which to test your pages. This can be whatever you normally use for web development, as long as it allows you to test scripts before putting them live.

What are the benefits of using it?

The ability to access and embed Verint KM Professional search and content results into other applications allows organizations to enrich and expand where and how knowledge can be presented, in any other application.  This access can:

• Lower contacts and deflect support calls by embedding knowledge into customer-facing tools and web applications
• Improve the customer experience of any application that needs supporting knowledge to ride alongside transactions, or other business processes
• Improve knowledge worker productivity by embedding relevant knowledge into back office work or other areas of an organization like HR or tech support
• Expand the value delivered by other Verint applications through DaVinci's integration of tasks and information across core support applications