What users are saying about
1 Ratings
5 Ratings
1 Ratings
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Score 3 out of 100
5 Ratings
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Score 7.4 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

Zendesk Guide

Well suited because we can brand it with our look and feel and try to provide a better self-service avenue for our customers and agents.
Shea Mworia | 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

Zendesk Guide

  • Segmentation.
  • Article management.
Vincent Frisina | 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

Zendesk Guide

  • Formatting can be tricky from time to time.
Shea Mworia | 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

Zendesk Guide

No score
No answers yet
No answers on this topic

Support Rating

Knova

No score
No answers yet
No answers on this topic

Zendesk Guide

Zendesk Guide 8.0
Based on 2 answers
They're prompt and thorough when asked.
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

Knova

No answers on this topic

Zendesk Guide

More options and customizable.
Shea Mworia | 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

Zendesk Guide

  • There's no real impact.
  • Customers don't really like hunting for help.
Vincent Frisina | TrustRadius Reviewer

Pricing Details

Knova

General

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

Zendesk Guide

General

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

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