Self-help Knowledge Base Hosted Software

Providing the right information at the right time leads to better decisions. The challenge is to quickly connect employees, customers, and partners to the right information, while keeping your costs low.

Giva eKnowledgeManager™ is a knowledge base application that helps you capture knowledge as it is created so that it can be distributed and shared with the right individuals at a later date. Giva eKnowledgeManager streamlines creating, categorizing, and retrieving knowledge.

Screenshots
Benefits
Features
ITIL®
Why Giva?
Editions

Knowledge Statistics Report

Monitor the workflow of knowledge articles created: Proposed, In-progress, Approved, Rejected.

Knowledge Value Report

Measure Problem Solving Scores and User Ratings of knowledge articles to reward subject matter experts (SMEs) and stakeholders.

Knowledge Status Report

Monitor the workflow of knowledge articles created. Ascertain that articles are relevant and useful on an ongoing basis. Drill down to article detail.

Knowledge Search String Report

Monitor trends and details of search strings. Drill down to search string detail to determine need for new knowledge articles.

Knowledge Records by Creator

Measure the contribution and relative quality of knowledge articles submitted by all creators.

Knowledge Usage Report

Monitor Problem Solving Scores and User Ratings to identify valuable knowledge articles over time. Keep articles highly relevant and useful to customers/end users.

First Contact Resolution to Approved Knowledge Report

Monitor how first contact resolution changes with the number of knowledge articles.

eKnowledgeManager Disk Space Report

Measure how much disk space knowledge articles require.

Basic Search

Perform a keyword search with natrual language search or search by knowledge article number.

Basic Search Filter by Category

Perform a keyword search with natural languange search and filter by category if desired.

Advanced Search

Perform a search with basic Boolean search operators . Filter by category if desired.

Browse Knowledge

Browse knowledge articles by category.

Browse Knowledge Detail

Browse knowledge articles by category, summary and user rating stars.

Knowledge FAQs & Most Frequently Used

Browse knowledge articles by FAQ or Most Frequently Used including article summary and user rating stars.

Customer/End User View of Knowledge Article

Sample knowlede article with rich text formatting and screen shot for customers/end users.

Agent View of Knowledge Article

Sample knowledge article with rich text formatting and screen shot.

Agent View with Technical Discussion

Sample knowlede article with detail technical discussion for Level 1 agents to utilize. A Level 2 Tab is also possible for a different audience. Customers cannot view this information.

Agent View with Feedback Tab

Agents can provide feedback on knowledge articles to keep relevant. SMEs are automatically notified.

Making a Report Favorite

Click the star to add a report your favorites.

Benefits

A 100 percent Web-native knowledge base solution, Giva eKnowledgeManager™:

Reduces support costs by capturing lessons learned from previous service requests
Reduces staff turnover cost by ensuring that your organization’s knowledge does not walk out the door
Enhances customer satisfaction by speeding problem resolution, providing consistent, fast answers, and allowing self-service access to a centralized knowledge base
Increases employee productivity by keeping information consistent, accurate and up-to-date
Decreases training costs by keeping service personnel informed on diverse, rapidly-changing information
Decreases training time of new hires by facilitating knowledge transfer from expert staff to empower less-experienced staff
Increases employee satisfaction and loyalty by recognizing employees that contribute valuable knowledge used and highly rated by peers
Improves staff efficiency by allowing employees or customers to find their own answers to questions using natural language search, thereby dramatically reducing the number of issues directed to a call center
Improves service quality by providing service personnel with quick answers to questions

Features

Giva eKnowledgeManager features:

Natural language, Boolean, and keyword search engines
Self-service Web portal for employees, partners, and customers to access centralized knowledge base with option to quickly open service request, if answer not found
Standard, customizable knowledge workflow, including notifications
Authoring and approval tools based on industry best practices
Advanced tools for batch record import/update and on-going management
Rich text formatting with the ability to attach screen shots and files to knowledge records
FAQs and most frequently used solutions sections
Problem solving score, an automatic knowledge rating based on usefulness
Seamless integration with your Web site
Visitor feedback, tracking, and reporting
Nine pre-defined, customizable reports
Reports to evaluate knowledge quality and quantity by creator
Multiple, independent knowledge bases for use by different departments
Seamless integration with Giva eHelpDesk™, Giva eCustomerService™, Giva eServiceDesk™, and Giva eSalesDesk™
ITIL-compliant

ITIL®

The IT Infrastructure Library® (ITIL®) encompasses the following six areas:

Problem Management
Incident Management
Change Management
Configuration Management
Service Level Management
Release Management

To gain a further understanding of ITIL, download a Giva ITIL whitepaper.

Giva eKnowledgeManager specifically addresses Problem Management.

Problem Management

Problem Management helps ensure the stability of IT infrastructure and IT services. It requires maintaining a database of Problems and Known Errors. A Problem is an unknown, underlying cause of one or more Incidents representing Configuration Item(s) (e.g. Software, Hardware, documentation, etc.). Once the Configuration Item and the underlying cause is known, then a Problem becomes a Known Error.

The Giva knowledge management software maintains a centralized database of Problems and Known Errors, streamlining creation, categorization, and retrieval of this information.

Giva eKnowledgeManager helps you capture Problems and Known Errors as they are created, so that you can distribute and share the information with the right individuals at a later date. By tracking Known Errors, it helps the Change and Release processes correct the errors, improve the IT infrastructure, and eliminate further Incidents.

Why Giva?

Giva eKnowledgeManager delivers more than just a powerful, easy-to-use knowledge management solution. Built on a world-class infrastructure, it offers:

One-week deployment
Best-in-class usability
Three editions to meet your needs
Deployment with either the hosted Giva On Demand Software™ option or local installation

One-Week Deployment

With easy set-up and configuration without programming, you can be up and running on Giva eKnowledgeManager quickly. In fact, existing Giva customers have deployed Giva eKnowledgeManager on a worldwide basis in one week – an Internet connection and a standard Web browser are all you need. In contrast, according to Aberdeen Group, other knowledgebase software solutions typically require trained experts for set-up and customization, which may take three to six months.

Best-in-Class Usability

The Giva eKnowledgeManager user interface is based on common Web navigation metaphors and familiar icons, drastically reducing training time. In fact, many Giva customers get up to speed on Giva eKnowledgeManager with only a single one-hour training session.

Three Editions to Meet Your Needs

Giva eKnowledgeManager is available in Standard Edition, Professional Edition, or Enterprise Edition. All are world-class knowledgebase software solutions, and each includes a combination of powerful knowledgebase features to meet the unique needs of your company.

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require.

Hosted or Locally Installed Deployment

As a true Web-native solution, Giva eKnowledgeManager is available either with the Giva On Demand Software option hosted by Verizon Business or locally installed on your infrastructure.

While some organizations prefer installing and running applications internally, the Giva On Demand Software option gives you an alternative – with this hosted knowledge management solution, you can immediately access services built on a world-class infrastructure and delivered via the Internet.

With the Giva On Demand Software option, Giva eKnowledgeManager does not require any client software, Web or database servers, reporting applications, databases, or VPN equipment at any of your sites. Your users simply securely log in to Giva eKnowledgeManager over the Internet and get right to work.

Editions

The edition that is right for you depends on the size of your team, the application components you need, and the level of customization and integration you require. To help select the right version to fulfill your specific requirements, use the following edition comparison chart.

Feature	Standard Edition	Professional Edition	Enterprise Edition
User Limit (customer support agents or employees managing application)	10	25	Unlimited
Customer or Employee Limit (your customers or employees that search for knowledge)	5,000	10,000	Unlimited
Customizable fields, screens, options and rules engines
FAQ
Most frequently used solutions
Public portal access (no login required)
Private portal access (login required)
Natural language, key word and Boolean search engine
Self-service Web portal for customers to search knowledge base and open service requests
Seamless integration with your intranet or Internet site. Style sheet customization.
If customers cannot find answers on self-service Web site, then allow option to open service request
Tracks visitor’s search and automatically includes search criteria in any resultant service request
Nine customizable and pre-defined reports
Visitor feedback, tracking, and reporting
Knowledge usefulness rating
When knowledge is used, its problem solving score is increased. In subsequent searches, the search engine automatically places this knowledge higher in search results.
Customizable knowledge approval workflow process
Quickly propose new knowledge
"Hot" knowledge designation allows knowledge to be instantly available when proposed, but before approval
100 percent Web native – no client or server software required
Perform initial set-up and configuration in hours. Default settings and quick start process.
Advanced tools for batch record updates, approval, and on-going management
Attach screen shots, files, etc. to knowledge records
API integration with customer support, Active Directory, LDAP, and SQL	Optional	Optional	Optional
Capability to dynamically convert more than 300 different file types to Adobe Acrobat® PDF files	Optional	Optional	Optional
Advanced customization tools to create customized Web forms using dynamic HTML	Optional	Optional	Optional