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Knova

Knova

Overview

What is Knova?

Knova KM is a full-featured knowledge management software solution for large customer service and support organizations, especially those that must handle complex queries across channels in industries such as high tech, telecommunications, financial services, and the IT help desk. It is…

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Pricing

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What is Knova?

Knova KM is a full-featured knowledge management software solution for large customer service and support organizations, especially those that must handle complex queries across channels in industries such as high tech, telecommunications, financial services, and the IT help desk. It is supported…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Wix Answers is a customer support solution that aims to consolidate all support channels in one place—a ticketing system, knowledge management, call center, live chat and built-in analytics. Wix Answers provides:A single view for all real-time and offline support channelsNo more switching between…

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Product Details

What is Knova?

Knova Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(2)

Attribute Ratings

Reviews

(1-1 of 1)
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Sue Novak | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
  • 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.
  • 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.
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.
  • 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.
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.
Client facing support Associates were the initial target, however, product support and implemenation associates use the Knowledge Management tool we've created in all Business Units within ADP. We have shared client facing information as well. In our National Account division, this information is interfaced with our client facing user interface software.
  • Knowledge Management - Processes and troubleshooting information are included in this.
  • Interfaced with our Client Facing tool
  • Interfaced with our Call Management System
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