I inherited a Knowledge Management (KM) project implementing KANA IQ as the Knowledge Management System (KMS). While KANA provides many features relating to Knowledge Management Initiatives, be aware, it is not an enterprise KMS. That is a direct quote from a KANA sales rep in 03/07. While researching the IQ tool, this is what their first two marketing lines read:
Too often, knowledge management solutions simply improve the agent’s ability to research a problem. Unfortunately, search is the wrong solution when it comes to improving the speed and quality of customer service.
While that statement may be true within their toolsets since they incorporated a search engine that Gartner dropped from all four of the magic quadrants, in 2006. KANA would change their illogical marketing if they demo a tool like Endeca (www.endeca.com) search. The KANA IQ tool does have value as a repository for the placement of pristine knowledge artifacts, geared for a line of business and not the enterprise. The tool is not an out of the box solution and requires significant customization. My advice is to pick a tool that targets the enterprise and spend your dollars customizing that solution instead of a line of business toolset.
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