- Agent Tools: Knowledge Central is an agent facing tool designed to capture, author, and update knowledge in the course of solving customer problems.
- Self-Service: Knova Self-Service is a support portal app with all the functionality customers need to resolve issues themselves, immediately, 24/7.
- Analytics: Knova Analytics provide the metric insights needed for assessing agent and knowledgebase performance. Comprehensive role-based dashboards give you the ability to measure knowledge and cases together over long periods of time.
Customer service and support organizations are awash in knowledge. Case notes. FAQs. Wikis. Release notes. Knowledgebase articles. Documentation. Policy guides. Share drives. E-mail folders. The list goes on and on. What they don't generally have is a great way to manage that knowledge to create great experiences for customers who call, write, or visit the website. Often, each knowledge source is managed in a separate repository. Going from tool to tool, one search box after the next, users suspect that the knowledge they need is somewhere, but they struggle to find it. Worse still, knowledge in disparate repositories often goes stale or languishes in review queues. Knowledge is power-but only if users can capture, find, and maintain it painlessly. Knova, Consona's KCSSM Verified knowledge management platform, delivers a resolution workbench for customer-facing agents, a comprehensive support portal for customer self-help, a knowledge repository designed for rapid capture and easy editing, and a market-leading adaptive search and navigation system that provides easy access to all relevant content across the enterprise. And Knova integrates with all leading case tracking and CRM solutions to provide a seamless customer experience. This means that agents have a single screen for resolving customer issues, and customers have a single support portal for getting the help they need.