KnowTia has many modules that are integrated into a full CRM, Knowledge Management, and Customer Care suite. All of these modules are centered around a common data core; available as local Microsoft Jet files for our Business Edition product line, or Microsoft SQL Server 2000 for Corporate and Enterprise Customers.
The purpose of Knowledge Management is to capture, organize and make accessible the knowledge that already exists within your organization. When customer support issues arise, the Knowledge Base system can be quickly searched for solutions. It serves well as a ‘procedure repository’, a database of “how-to’s” anyone in your organization can access to get the job done without relying on the instruction of others.

Knowledge Documentation Undocumented Knowledge costs companies much more than they realize. Thousands of dollars are spent each year in recreating the solutions to problems. In some cases, the employees no longer are with the company and have taken the knowledge with them. KnowTia prevents this by providing a quick, easy way to document knowledge so others can have instant access to procedures and solutions.

Microsoft Word and FrontPage KnowTia uses Microsoft Word or FrontPage to create Knowledge Base articles. These articles are then converted into a format suitable for web sites, HTML (Hypertext Markup Language). This means that documents created are available for use immediately on the company intranet or web site.

Automatic Web Support Integration As soon as a Knowledge Base article is created within your organization, you have the ability to make it available immediately to your customers via your web site. Customers can solve their own problems using knowledge you document.

Support Ticket Integration As soon as a Knowledge Base article is created within your organization, KnowTia can access it to help support personnel resolve open tickets. Key words that the customer or support person uses to describe the problem are sent through the Knowledge Base automatically. If KnowTia finds a match, the support person can E-Mail or Fax the article instantly right from within KnowTia.

Article Management Knowledge base articles can be marked as ‘Internal Only’, preventing them from being transmitted to a customer from within KnowTia. Articles created by non-supervisors are automatically marked ‘Draft’ until supervisors can review and approve them.