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CoServer™
Product Knowledge Management
Overview
Features
Presentation
FAQs
ROI
File Approval Management System
CQM
• What is PKMS?
• Why don’t you call it Technical Support Management?
• Who in my company would use it?
• How do I run it?
• Which web browsers do you support?
• On which operating systems, application can be used?
• How reliable is the service?
• How scalable is the solution?
• How do I know my database is secure?
• How do I control access rights?
• How is my privacy protected?
• What reports are available?
• What does it cost you?
• Can you help us with our implementation?
• Do I need a system admin?
• What features do you plan to add in the future?
• How many licenses can I buy?
• How do I integrate my application with existing ERP database?
• What happens to the bugs and features requests reported by customers?
• Does the system support technical support of product?
• What monitoring facilities does your system support?
• Can my support people access system on mobile devices?
• What is the back end engine?
• What about my sales and technical evaluation needs?
Q. What is PKMS?
A.
PKMS (Product Knowledge Management System) is Web or Intranet based technical support and knowledge management application designed to track customer issues, your customer projects, your product knowledge buildup, and your communication history with customer and on line learning and training. In summary it optimizes your product application and technical support operation.
Q. Why don’t you call it Technical Support Management?
A.
The integrated product knowledge management is biggest differentiator for our technical support solution and PKMS name helps to bring this differentiation to fore.
 
Q. Who in my company would use it?
A.
The primary user department is Application & Support. The users can be Customers, Support Engineers, Marketing, Product development, Sales, External sales partners and Management.
Q. How do I run it?
A.
The SW runs on a web server (IIS for example) on a Win2K/NT machine. You can access it through web site or in intranet environment.
Q. Which web browsers do you support?
A.
We support both popular browsers namely IE (Version 5 onwards) and Netscape (Version 4.5 onwards).
Q. On which operating systems, application can be used?
A.
Win95/98/2K/NT, Sun operating system, Linux (in general any OS which supports IE5 or Netscape4.5 browsers)
 
Q. How reliable is the service?
A.
Since the application is both internet/intranet based even during failures of ISP the application can be accessed on Intranet.
Q. How scalable is the solution?
A.
The hardware and communication infrastructure are transparent to the software. As your users increase, upgrade the hardware and connection speed and the application works without any change.
Q. How do I know my database is secure?
A.
The database sits behind your firewall. Any sensitive data being communicated is encrypted using industry standard SSL protocol.
Q. How do I control access rights?
A.
Access rights are configurable based on roles, sales regions and reporting hierarchy.
Q. How is my privacy protected?
A.
We do not need or take your information.
 
Q. What reports are available?
A.
Multiple reports including short and detail support summary.
Reports in HTML or Excel format
Can be sent to system Email box at configurable duration (daily, weekly, monthly etc.)
Reports on queries, bugs and feature requests.
Reports can be customized as per your need as well.
Q. What does it cost you?
A.
We are very competitive in pricing.
Q. Can you help us with our implementation?
A.
Certainly.
Q. Do I need a system admin?
A.
Yes, you do. However system does not need admin for running it. Admin is required to make any setup changes or taking backup etc.
 
Q. What features do you plan to add in the future?
A.
More reports and features in pipeline. We welcome customer inputs for improvements.
Q. How many licenses can I buy?
A.
Licensing is based on concurrent users only. There is no limit for total users.
Q. How do I integrate my application with existing ERP database?
A.
We provide standard Web Services interface to communicate to other application databases.
We provide integration services as well.
We are already integrating our application with Siebel CRM solution by using this technology.
Q. What happens to the bugs and features requests reported by customers?
A.
PKMS has integrated bug and enhancement management system with monitoring facility. It can be tied to engineering bug tracking system as well.
Q. Does the system support technical support of product?
A.
Yes. PKMS has two views: one for product manager and one for technical support.
 
Q. What monitoring facilities does your system support?
A.
Automatic email based reminders & alarms are generated on slippage and on specific events.
Q. Can my support people access system on mobile devices?
A.
Yes. There is optional WAP module available for connecting to mobile devices.
Q. What is the back end engine?
A.
PKMS is based on a powerful enterprise wide collaborative web computing platform named CoServerTM. New applications just plug in this server.
Q. What about my sales and technical evaluation needs?
A.
Our solution Product Evaluation Management System (PEMS) that seamlessly works with PKMS is a comprehensive sales and technical evaluation management system.
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