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KNOVA for Help Desks
Optimizing Problem Resolution for Enterprise Support Organizations |
Although all support centers are facing challenges in today’s business environment,
the pressure on today’s help desk is especially intense.
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Key Benefits |
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More Effective Problem Resolution
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Easier Knowledge Capture
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Increased Satisfaction
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KNOVA for Help Desks was built in response to the special needs help desks have
in serving employees, partners or customers:
- Complex multi-vendor problems. Enterprise environments are a complex combination
of sophisticated vendor technology, in-house applications and local configuration
issues.
- Business-critical in-house applications. The enterprise relies on continuous
availability of internally developed technology — and the help desk takes the lead
in supporting it.
- Constant influx of new technologies. From PDAs to mobile devices to wireless
LANs, help desks must support an ever-increasing array of systems and devices.
- High volume of repetitive service requests.
Password resets, new employee set-ups, printer repair and other common transactions
can eat up staff time unless completely optimized.
Businesses have automated call routing and incident management. But industry research
shows that at least 82% of customer support cost is consumed in solving the customer's
problem. That's where KNOVA comes in.
A Business Application that Optimizes Each Resolution Experience
Based on the specifics of each incident, KNOVA's Resolution Engine™ guides analysts
and end-users through an optimized resolution process. KNOVA uses incident and customer
information from the incident management system to automatically suggest the most
appropriate scripts, content, response templates and experts. KNOVA's Help Desk
Industry Solution comes out-of-the-box with common resolution rules that can be
directly applied to your enterprise, dynamically optimizing the way KNOVA handles
each incident.
Easy-to-Use Knowledge Authoring
KNOVA includes best-of-breed functionality for knowledge capture, content authoring
and review workflows-powerful, but easy for analysts and subject matter experts
to use. This means that experts can easily share knowledge, increasing first contact
resolution, decreasing incident handling time and empowering all analysts. And,
it reduces or eliminates the need for expensive dedicated content developers or
knowledge engineers.
A Knowledge Platform for Structured and Unstructured Content
Both analyst and end-user applications are built on a single easy-to-maintain knowledge
platform that goes across all support channels and all content sources, providing
each user with appropriate access and services. Unlike siloed knowledge bases that
only deliver painstakingly structured content from a proprietary repository, KNOVA
turns any content into knowledge, automatically. That gives users all the information
they need, such as documentation, policies and procedures, IT vendor or licensed
content. And, because the knowledge platform is architected for support applications,
it understands and structures content around symptoms, activities, products and
other support-centric concepts.
Analytics for Help Desk Managers
Incident tracking systems provide reporting by broad incident categories-categories
too broad to really understand incident traffic. Because KNOVA automatically structures
each customer incident with a detailed and customized ontology, KNOVA's analytics
get past simple categories and keywords to help you understand not only what happened,
but why. The result is:
- Root cause analysis, providing structured feedback to IT to make applications,
networks and desktops more usable and reliable
- Content gap analysis, prioritizing content authoring or knowledge capture
activity
- Trend analysis, delivering insight on the causes of incidents
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KNOVA for Help Desks — Key Features and Benefits |
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Knowledge Authoring |
Capture knowledge in the process of delivering service without requiring additional
steps or complex knowledge engineering |
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Universal Content Indexing and Retrieval |
Leverage existing content — internal or external, structured or unstructured |
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Integrated Self-Service |
Provide self-help to reduce incoming service volume while increasing user satisfaction |
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Resolution Flows Optimized for the Help Desk |
Automate repetitive service tasks with knowledge and scripting |
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Comprehensive Help Desk Analytics |
Root cause analytics support problem management, while knowledge gap reports specify
what new content is most needed
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Pre-Packaged Connectors |
KNOVA’s Enterprise Application Integration (EAI) server is included for industrial-strength,
efficient integration to incident management and CRM systems |
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U.S. Patent No. 6,980,984 , No. 6,711,585 and No. 5,787,234.
Other Patents Pending
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