KnowTia has many modules that
are integrated into a full CRM, Knowledge Management, and
Customer Care suite. All of these modules are centered around
a common data core; available as local Microsoft Jet files
for our Business Edition product line, or Microsoft SQL Server
2000 for Corporate and Enterprise Customers.
The purpose of Knowledge Management is to capture, organize
and make accessible the knowledge that already exists within
your organization. When customer support issues arise, the
Knowledge Base system can be quickly searched for solutions.
It serves well as a ‘procedure repository’, a
database of “how-to’s” anyone in your organization
can access to get the job done without relying on the instruction
of others.
Knowledge Documentation Undocumented Knowledge costs companies
much more than they realize. Thousands of dollars are spent
each year in recreating the solutions to problems. In some
cases, the employees no longer are with the company and
have taken the knowledge with them. KnowTia prevents this
by providing a quick, easy way to document knowledge so
others can have instant access to procedures and solutions.
Microsoft Word and FrontPage KnowTia uses Microsoft Word
or FrontPage to create Knowledge Base articles. These articles
are then converted into a format suitable for web sites,
HTML (Hypertext Markup Language). This means that documents
created are available for use immediately on the company
intranet or web site.
Automatic Web Support Integration As soon as a Knowledge
Base article is created within your organization, you have
the ability to make it available immediately to your customers
via your web site. Customers can solve their own problems
using knowledge you document.
Support Ticket Integration As soon as a Knowledge Base
article is created within your organization, KnowTia can
access it to help support personnel resolve open tickets.
Key words that the customer or support person uses to describe
the problem are sent through the Knowledge Base automatically.
If KnowTia finds a match, the support person can E-Mail
or Fax the article instantly right from within KnowTia.
Article Management Knowledge base articles can be marked
as ‘Internal Only’, preventing them from being
transmitted to a customer from within KnowTia. Articles
created by non-supervisors are automatically marked ‘Draft’
until supervisors can review and approve them.
