What users are saying about
1 Ratings
180 Ratings
1 Ratings
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Score 3 out of 100
180 Ratings
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Score 7.1 out of 100

Likelihood to Recommend

Knova

We expereienced an upgrade by Aptean in March 2014 and it actually created issues with our interfaces to Word and well as performance issues. As of November, we have most of the performance issues resolved, however our interface with Word is still not working. It takes alot of upfront work to convert with Word and with the upgrade that was affected. Authors are still frustrated with many issues in the formatting and editing of existing data. A vital tool to update the product home pages has not been available except for sporadic late night periods since the upgrade in March. Overall, many authors are not happy with this knowledge management tool
Sue Novak | TrustRadius Reviewer

MindTouch

It's good at easily creating and housing all our documentation/articles.It has a simple and effective way for customers to contact support. With the 3 contact methods appearing on certain pages of the site. And a good support contact form that integrates with our Salesforce.The user community features look to be a good fit for us, but we've not implemented it yet because our engineering department still needs to prepare the single-sign-on for us.It's not as appropriate for housing all our video tutorials. Right now we can put each video on its own page and list them similar to articles. It would be better if we could easily move and navigate between videos without having to click into individual pages. It'd also be nice to have more linking/association between videos and articles of the same subject matter.It's not as appropriate for offering our live class schedule or registration. I'd like to see a GoToMeeting integration. Or even a good way to display classes on a calendar, with the ability to filter which classes display on the calendar.
Kristen Kiley | TrustRadius Reviewer

Pros

Knova

  • Aptean offers simple access to Knowledge Management for our Clients, Customer Support teams as well as internal support teams. Allows our knowledge management team the ability to provide consistent and up-to-date processes and troubleshooting tips for our associates as well as ADP Clients.
  • Aptean provides an easy to use user interface with tools for authors that mimic Microsoft Word (Cut, Paste, Spell Check, Bullets, Indentation etc). It also provides an easy to user user interface for our associates in accessing the Knowledge Management solutions. The Search tool is very powerful and allows the users quick access to the information they need!
  • In the more than 3 years that we have been using Consona/Aptean, we have had very little down time. This is important to our authors as well as end users in being able to access the information. Allowing the authors the ability to update the information in near real time is another key feature of keeping our information current.
Sue Novak | TrustRadius Reviewer

MindTouch

  • Authoring and editing articles is quick and easy.
  • Mindtouch has a really responsive and helpful support team.
  • You can customize the structure of your documentation on MT.
  • You can easily re-use content from one article in another, as well as pull in multiple articles to a path or sequence of documentation.
Lila Krutel Meyer | TrustRadius Reviewer

Cons

Knova

  • We have experienced some slowness with importing pictures into our Aptean application. While they do eventually complete, it is very timeconsuming when several images are needed. Definitely tries our patience, or consider not including them at all!
  • Some of the formatting issues transfering our information from Word to Aptean are still challenging and require too much manual intervention than necessary.
Sue Novak | TrustRadius Reviewer

MindTouch

  • Localization/translation solution and workflow is cumbersome. At the moment we translate to one language, but can foresee complexities in change management if we needed to manage many locales.
  • Improved documentation on advanced topics, such as working with underlying css classes and understanding dependencies. Overall though, Mindtouch documentation has improved significantly over the years.
Carol Menzigian | TrustRadius Reviewer

Likelihood to Renew

Knova

Knova 10.0
Based on 1 answer
Many business units are using the Aptean product for knowledge management and a change now would be too crucial to the processes that the associates are becoming familiar with using. We have spent a lot of time promoting our Aptean Knowledge Management tool and interfaced it with our call tracking system.
Sue Novak | TrustRadius Reviewer

MindTouch

MindTouch 8.8
Based on 18 answers
We've put lots and lots of content into the MindTouch system, of course, so that makes it harder to opt out, but we're also very pleased with their rate of development and weekly pushing of improvements, as well as their response and solutions to our questions and input All in all, a winning combination.
Olav Andreas Frenning | TrustRadius Reviewer

Usability

Knova

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 7.5
Based on 29 answers
The site is responsive across multiple devices and screens. It has a clear path to contact support. The articles are searchable. Site users do have trouble navigating the site and finding what they need. That may be due to the architecture of the site, but it'd be nice if MindTouch offered more solutions are this. Our content is organized by product line. And many of those product lines have overlapping training content, so we have extensive duplicate content.
Kristen Kiley | TrustRadius Reviewer

Performance

Knova

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 8.0
Based on 10 answers
It feels very responsive both in editor mode and when browsing and searching for content as an unauthenticated user of the site. Service windows are announced well ahead of time, so I have never experienced downtime to the extent that I have been unable to get work done.
Olav Andreas Frenning | TrustRadius Reviewer

Support Rating

Knova

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 7.8
Based on 31 answers
We recently were assigned a new customer contact, and I think that the service has fallen off slightly since then. But generally, we are pretty impressed with MindTouch's responsiveness to our questions and requests. (We do have the Premium support level.)
Patty Ewy | TrustRadius Reviewer

Online Training

Knova

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 8.8
Based on 5 answers
Written documentation and videos are very good and have helped on numerous occasions when I've had to look up how to accomplish a certain task. The reason I have not given a full score is mainly because there have been some inaccuracies in the documentation because updates to the MindTouch framework have slightly changed the way things work. But this is usually the same type of challenges I face when making documentation for the software solution we develop. So all in all I'm very satisfied with both the personal webinars and the online documentation MindTouch provides for their service.
Olav Andreas Frenning | TrustRadius Reviewer

Implementation Rating

Knova

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 7.7
Based on 10 answers
Just know that there is so much more involved than adding your content. There are so many pieces to launching your site -- especially if you are moving from another platform. If you are not a person who typically works in the "website" realm, do your homework, ask your web people, engineers, etc., because there's a lot to do that you won't know about until you are unexpectedly smacked in the face with it. Learn from my mistakes! We are very happy now, but it was a long road getting to launch day for us
Lisa Fontaine | TrustRadius Reviewer

Alternatives Considered

Knova

No answers on this topic

MindTouch

I will be brief. DealerTeam is built upon Salesforce and we try to support native apps. We used Desk.com first for basic Help Ticket management. The product did not satisfy how our customers were looking for information. We upgraded to Service Cloud with Knowledge Base and spent one year writing content and developing our support agency. Again, our customers were upset about submitting help tickets and waiting for answers. They wanted access to self-help while working with a customer. Today we continue to use Service Cloud with MindTouch integration and have found complete success. There is simply no other solution I know of that is a flexible and easy to use as MindTouch when it come to providing customer success and product support
Travis Sousa | TrustRadius Reviewer

Scalability

Knova

No score
No answers yet
No answers on this topic

MindTouch

MindTouch 1.4
Based on 3 answers
We tried to migrate to MindTouch for 5 months and failed, remained with Zendesk
Ziv Peled | TrustRadius Reviewer

Return on Investment

Knova

  • Increased Employee Effciency adding ability to look up processes and troubleshooting tips is invaluable.
  • Ability to share information with our Client Facing interface, which results in better customer service. Encouraging ADP associates and clients to become more self sufficient is what we're all about!
  • Ability to keep the information current with the effciency of the product.
Sue Novak | TrustRadius Reviewer

MindTouch

  • It has helped us succeed in a self-service model, which has helped us stem churn.
  • It has helped us consolidate our internal and external support content, which saves our teams time trying to find the answers they need.
  • It has allowed us to host client-facing technical documentation off our servers, so updates to this documentation don't require us to spend dev resources on updating it and are not tied to our release schedule.
Harry Kaplowitz | TrustRadius Reviewer

Screenshots

Pricing Details

Knova

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

MindTouch

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
$0*

* included with license

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