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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 |
| Universal Content Indexing and Retrieval |
Leverage existing content — internal or external, structured
or unstructured |
| Integrated Self-Service |
Provide self-help to reduce incoming service volume while increasing user satisfaction |
| Resolution Flows Optimized for the Help Desk |
Automate repetitive service tasks with knowledge and scripting |
| Comprehensive Help Desk Analytics |
Root cause analytics support problem management, while knowledge gap reports specify what new content is most needed |
| 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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