Knowledge Base
Software, by Novo Solutions can be used in a variety of
different applications* such as:
Customer Support
Company Intranet
Employee Training
Document Management
Core knowledge base software features and benefits are
listed below. Please
contact us if you have any questions...we look
forward to putting our "knowledge" to work for you.
Managing Knowledge with the Novo Knowledge Base.
The Novo Knowledge Base
is a great tool for creating, storing and retrieving
your organizational 'knowledge.
View the video to see how effectively
information is managed within the tool.
Knowledge Base Features & Benefits
Better & Faster Customer Support: provides quicker
problem resolution and 24 x 7 Web customer self service
Reduced Operational Costs: reduces call volume allowing
existing support representatives to serve more customers
Reduced Employee Training Time: ability for new and
existing employees to acquire job knowledge faster, reducing
training time and providing higher job quality
Centralized & Retained Employee Knowledge: prevents
knowledge from leaving when an employee leaves
Access Levels: Ability to define where knowledge base articles can be viewed (Public, Intranet, Department or Private)
User Roles Management:
allows customizable user roles so you can define what your users can and cannot do
Multi-Department/Group Knowledge Management:
allows Knowledgebase articles to be managed at the department/group level. Each department can create and manage their own information
Portal views: The public
view can be divided so that authenticated contacts
can view only the assigned content
Maps
Active Directory Groups to Departments and Roles -
providing single sign on and easier user knowledge base administration
End User
Active Directory Authentication & Search - single
sign on for corporate customers/end users. Also allows
searching Active Directory for customers/end users when
customer support representatives add requests.
Built in
User Authentication - complete built in User
Management if Active Directory is not used
Robust Formatting:
MS Word like toolbar allows knowledgebase article text to be easily formatted.
Image & Multimedia Flash File Capabilities:
Uploading and inserting images and multimedia Flash files into the Knowledge Base is easily done through a built in image/flash file manager.
Spell Check:
Has a built in spell checker within the Knowledgebase Editor
Tables, Hyperlinks and More:
Other knowledgebase editing features include the ability to insert tables, hyperlinks and more.
Multiple Formats:
Ability to upload a file of any format as an attachment
Searchable Attachments (Enterprise Edition):
Attached MS Office and PDF documents are completely Full Text searchable
External Indexing: Place
documents that need not be associated with
articles on any network share. Configure
that share to be indexed and searchable documents
will be returned on Knowledge Base searches.
Document Routing and Approval:Ability to enable Knowledge Base editor changes/submissions to be automatically routed to an administrator before the article is publicly viewable
Automatic Document Archiving and Version Control:
If enabled, automatically archives an article each time a
change is made.
Article Review/Expiration:
Ability to set review/expire dates for individual knowledge base articles
Use & Benefit: In certain cases, Knowledge Base
articles that have been added or changed require
multiple people in various departments to approve the
new or changed article. The Novo Work Flow System
provides a flexible method for automating AND keeping
track of these approval tasks. The benefit is improved
quality and sharing of Knowledge Base articles.
Predefined & "On the Fly" Work flows:
Ability to create work
flows from a list of predefined tasks you setup or
"on the fly" as Knowledge Base articles are
being created.
Completion/Approval Paths: Ability to define work
flows with various completion/approval paths.
Rules Based Auto Assignment: Ability to
automatically assign predefined work flows to
Knowledge Base articles based on flexible business
rules (i.e. when an article is added to a particular
category).
Auto Email notifications: Email notifications are
automatically sent to the appropriate person or group when
tasks are completed or rejected.
Work Flow Task "Queue": Empowers managers
to view pending task status, assignment, predecessor
relationships and deadlines (with color coded due
dates for past due, current, future).
Use & Benefit: During the course of time, new
Knowledge Base articles are added, others are changed.
To keep administrators and end users informed of
changes they need to be notified. The subscription
system allows users to subscribe to articles and
receive automated email notifications as articles are
changed/added. The benefits are increased efficiency
in managing and sharing knowledge.
Subscription Methods: Allows administrators and/or
end users to subscribe to articles or article
categories and receive notification of changes.
Administrators can also subscribe other users to
articles or article categories
Notification Timeframe: Ability to set notification
time frame (i.e. immediate, weekly, monthly)
Table of Contents: Easy
to view drill down left navigation tree
Categorization of Knowledge Base Articles (Enterprise Edition):
Allows the ability to associate knowledgebase articles to one or more search filter categories (for narrowing down search results).
Content Types (Enterprise Edition):
Allows administrators to define broad article/document types (i.e. Policies, Technical Tips, White Papers, etc.). Searches can be performed on one or more Content Types providing more relevant search results.
User Defined Fields (Enterprise Edition):
Allows categorization of Knowledge Base
articles
Email Articles:
2 Click Email Article feature allows for knowledgebase articles to be emailed as attachments or hyperlinks back to the knowledge base.
Printer Friendly Articles:
Provides the ability to view/print printer friendly articles OR complete chapters.
Multiple Language Capability:
Ability to create knowledge bases in different languages. Allows you to create links from your web site to the appropriate knowledge base language.
Translation Workflow: Allows editors to create knowledge base articles in their default language and flag them to be translated in other languages. Emails are automatically sent notifying translators of an article to be translated.
Time Zones:
Ability to set the time zone of the knowledgebase server
Completely
Web Based Online Customer Support Software 
