Why Knova?

Because we resolutionize customer service and support experiences.

Why Knova?

If you're on this page, you probably already know the benefits of knowledge management. Rather, you're further into the process, thinking about knowledge management selection, and you need to know from us: What's so great about Knova?

Secrets to Knowledge Management Success

Knowledge management isn’t about technology. We get that. You want a successful, sustainable knowledge management program that makes your support center more efficient, self-service more powerful, and customers more satisfied. Technology is a means to that end. We’re proud of our functionality, but we’re even prouder of the way that it leads to customer success. So rather than stepping you through features, we’d like to talk about what’s needed to support a successful program with technology, and how we deliver it.

There’s no point in creating a knowledge base if you can’t find resolutions in it. Across the industry, the complaint we hear most about legacy technology is, “I can’t find articles... even ones I wrote myself and know are there!” If staff can’t find content, they won’t use the knowledgebase; if customers can’t find content, they’ll give up on self-service and either call or worse still, just give up.

Knova has invested decades and decades of engineer years into extremely sophisticated and patented retrieval technologies, but for the end user, it’s quite simple:

  • Knova recognizes the different ways users search and selects the right retrieval strategy for each query type
  • Process and Resolution Wizards guide staff and customers to a specific resolution for high-value or high-frequency issues
  • Search also looks for matches in concepts between query and content, not just keywords or natural language
  • Customers are guided through a diagnostic search process, helping them bridge from their question to the right resolution
  • Content is automatically and editorially organized into logical browse structures that make sense to customers
  • Content that is most relevant to the customer is filtered forward dynamically based on products owned and other personalization data
  • The search experience can be tuned with best bets, directed resolutions, and the industry-leading Visual Search Manager tool

When customers and staff can find the information they need, KM is a success.


Why should people have to go from site to site to find what they need? It seems like every application comes with a search box: the knowledge base, communities and support forums, the documentation website, SharePoint, the bug tracker, the CRM tool…it’s a full time job just keeping up with where to find knowledge. And people already have full time jobs. The sad fact is that valuable knowledge goes unused, because people are in the habit of searching elsewhere.

Knova fixes this. Unlike traditional knowledge bases, the resolution finding techniques described above apply equally well to content that has been created outside of Knova. From content management systems to websites to forums to incidents, Knova indexes it all, and allows users to filter results based on what they want to see…not just what happens to be in the knowledge base.

The traditional knowledge base is a closed box. Knova encourages you to think—and search—outside the box.


Your customers’ expectations for web self-service aren’t set by you and your competitors. They’re set by Facebook, Amazon.com, Google, and other companies that invest millions of dollars in the online customer experience. A list of FAQs and a search box can’t compete.

To engage customers in the self-service experience, you need to deliver a personalized experience—branding designed for them. (Shouldn’t platinum customers feel special when they log in to your site?) Customers should receive relevant and timely content without having to ask for it. They should be able to subscribe to topics, categories, searches or articles. If self-service isn’t working, they should have an easy way to open a case, without repeating what they’ve already told the site.

When they do search, of course, they get the same great findability features and one-stop shopping as your internal staff. But long before they hit the search button, they’ll be drawn in to an engaging experience that will have set them up for self-service success.


“The rule is, jam tomorrow and jam yesterday—but never jam today.”

Team members know they should be doing knowledge management, but just like Lewis Carroll’s White Queen, it’s hard to deliver today. Caseloads, escalations, hold times—there’s always something that keeps people from doing knowledge.

That’s why it’s critically important that knowledge capture, reuse, and maintenance be embedded in the work process. Knova’s unique Resolution Workbench integrates knowledge management with incident management in a single seamless workflow, so doing knowledge management is an inevitable byproduct of helping customers.

“Integrating knowledge into the workflow is hard—but extremely valuable.” – The KCS Practices Guide


You’d think this would be a no-brainer, right? A knowledge management system should make it easy to capture the essence of experience in a simple, structured, straightforward way, with no fuss and no extra steps. Yet, this simple-seeming requirement is met by essentially no other knowledge management tools. Frequent issues include:

  • The need for manual meta-tagging, which turns content contributors into unwilling information architects
  • “Templates” that are just text pasted in, which can then be inadvertently broken by content authors
  • WYSIWYG editors that don’t actually work
  • Lack of support for rich media or even text formatting
  • Cumbersome, slow screens

Knova eliminates all these annoyances, making knowledge authoring a quick and easy task. Needless to say, if your goal is to capture and manage knowledge, punishing your contributors with balky tools isn’t a good idea: Knova’s simple, intuitive interface keeps people contributing and editing for the long haul.


Experienced knowledge management professionals know that creating a knowledge base is easy—it’s keeping it up-to-date that’s hard. Products change, customers change, and the knowledge has to keep up.

Knova makes it a one-click operation for entitled authors to update content, supporting the best practice of “every use of knowledge is a review.” Customers and staff can both provide feedback on documents, and an internal notes field allows staff to share suggestions or experiences securely with their colleagues.

Knova builds support for continuous knowledge improvement directly into the product, which helps organizations sustain their success.


Any successful knowledge management initiative requires leadership and communication. No product can replace an executive sponsor and a well-executed change management plan. But it can provide managers, coaches, and knowledge program team members with the targeted information they need to understand who is actively participating, who is creating value, and who needs additional coaching and encouragement.

Knova provides dashboards that allow leaders to drill in to teams and individuals to assess the value of the work they’re doing in the knowledge base—their articles’ quality and effectiveness, their activity, and their participation. By tracking and trending this information, and looking at variations among peers, leaders can provide specific, data-driven encouragement and feedback to team members, further embedding knowledge management into the organization’s culture.


Ultimately, the success and sustainability of any knowledge management initiative is based on the value it returns to the business. That means that program teams and leaders need to maintain a clear line of sight to the value metrics.

We believe in the importance of building the business case for knowledge management, which is why we built an ROI tool that anyone can use. The business case doesn’t stop when the program is approved, however—that’s just the start.

That’s why Knova provides analytics and reporting that directly line up with the business value of knowledge, allowing you to correlate successful self-service interactions with reduced case and incident volumes, or knowledge reuse with shortened resolution times and higher first contact resolution, for example.

By giving the whole organization—executives, line managers, and individual contributors—visibility to the value that a successful knowledge management program creates, it shows everyone how important sustained focus and attention on knowledge is. And it reminds everyone why knowledge management, done right, is the best investment a service and support organization can make.

Read on to The Knova Difference and find out what makes us Resolutionary™.

The Knova Difference

You'll find that Knova is unique in its focus on providing a solution to organizations with complex or large-scale service and support needs and relatively dynamic content. With patented, self-learning technology, a KCS Verified platform, intuitive administrative tools, and actionable analytics, no knowledge management software solution is better focused on providing resolutions or has a more significant opportunity for ROI from knowledge sharing and self-service.

Once you’ve decided to invest in a comprehensive knowledge management solution, there are relatively few vendors to evaluate. Compared with the other vendors, Knova stands out.

Unlike other full-featured knowledge management solutions for complex service and support organizations, Knova is the only solution that can be put directly in the hands of knowledge managers (not programmers or linguists) to launch a comprehensive, multi-channel knowledge program that is founded on delivering resolutions.


Other vendors may

The Knova difference

Capturing Knowledge

  • Not support rich media
  • Have cumbersome, clunky interfaces

Simple one-click authoring. “Write it once” capture of case notes and knowledge in Resolution Workbench

Structuring Knowledge

  • Only support predefined templates (e.g., “question” and “answer”)
  • Just paste in template text, which can be inadvertently edited

Knowledge templates are easy to add and customize as needed. They enforce real structure, and map to structured XML for flexible, style sheet-driven display.

Tagging Knowledge

  • Require time-consuming manual content tagging
  • Require cryptic case based reasoning (CBR) cases to be constructed

Knova’s patented automatic content classification makes for zero-effort content tagging. Tags can be enhanced or overridden with human judgment.

Finding Knowledge

  • Use simple keyword search
  • Use a common, basic open source search tool
  • Not guide users through the content-finding process

Guided diagnostic search helps customers through the process of sifting through even very large and complex knowledge bases, while concept-based search matches ideas, not just specific words or phrases.

Tuning Search

  • Provide limited capabilities for enhancing the search experience
  • Require dedicated, experienced knowledge engineers to maintain complex ontologies

Visual Search Manager puts the power of tuning search experiences in the hands of business users and subject experts, not taxonomists. Best bets and process wizards provide clear, direct answers to common questions.

Accessing External Knowledge

  • Only search content authored in their own tool
  • “Federate” search to search appliances or external systems, returning them in a separate display

Knova brings all the power of its knowledge base search to other content repositories: support communities, documentation, websites and more.

Integrating with CRM / Incident Management

  • Only work well with their own case or incident tracking system
  • Show up only as a small tab inside a complex CRM tool

Knova comes fully integrated with the Aptean CRM suite, or can use pre-built adaptors to easily integrate with Salesforce.com, Siebel, Remedy and many other systems.

Producing Analytics

  • Provide mountains of data, without any organization or structure

Role-specific dashboards gather the information needed by support center managers, knowledge managers and self-service website customer experience managers.

Ad-Hoc Reporting

  • Be too slow to be usable in production
  • Not allow users to customize calculations

With speedy in-memory reporting powered by QlikView, Knova can run new reports in real time. Calculations (e.g., what makes a successful service interaction) can be easily modified in a web form, and results updated on the fly.

Supporting Best Practices

  • Not be KCS Verified
  • Only be KCS Verified when working with their own CRM

Knova was designed to enable Knowledge-Centered Support (KCS) and other best practices. It’s the only mainstream tool to be KCS  Verified both with and without its own incident management tool.

Working at the Speed of Conversation

  • Slow and balky, discouraging users

Recently rearchitected to enhance performance, Knova is snappy for staff while at the same time scaling to deliver high-volume self-service for some of the Internet’s most popular sites.

Being a Solutions Partner

  • Part of a giant enterprise software company with an aggressive competitive stance towards your other products
  • Recently acquired, putting the product roadmap in jeopardy

Aptean has been, and remains, committed to the development of the Knova product as part of its portfolio of products. Aptean’s corporate strategy is based on prioritizing customer relationships and success over technology for technology’s sake. Knova is the only KM product in the Aptean portfolio; unlike at industry consolidators, there is no competition for KM resources or attention.