Knowledge Base Software

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

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 knowledge management features to meet your unique needs.

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

Demo Center

Often the challenge in evaluating a knowledge base software solution is to determine how its use will affect the way your team members perform their day-to-day functions. You need answer to questions like:

• How does the solution actually work?
• What do the screens look like?
• How easy is the solution to learn and use?

The following "A Day in the Life" demonstrations will answer these questions. They outline the power and capability of Giva eKnowledgeManager in real life situations and will help you understand how Giva eKnowledgeManager will directly benefit your organization and team members.

Giva eKnowledgeManager User

This demonstration shows how easy it is for your customers, employees, or partners to use Giva eKnowledgeManager and demonstrates how the self-service Web portal provides knowledge search capability, FAQs, most frequently used knowledge and much more.

On-line demo

Printer-friendly demo

Giva eKnowledgeManager and eHelpDesk Integration

This demonstration shows how Giva eHelpDesk and Giva eKnowledgeManager work together seamlessly to help your organization decrease costs and increase customer satisfaction. With knowledge base search capability, FAQs, most frequently used knowledge and much more, Giva eKnowledgeManager serves as a repository for the knowledge your organization needs to run. Of course, Giva eKnowledgeManager can also easily integrate with your current help desk software.

On-line demo

Printer-friendly version