Visual Knowledge

destinationCRM.com: May 9, 2005: "KANA Software unveiled KANA Agent Desktop Search, a solution that integrates KANA Agent IQ, the company's contact center knowledge base, with desktop search applications like Google desktop search. According to Brian Kelly, executive vice president of corporate strategy at KANA, agents store information that helps them solve problems on their desktop. But with the integration between KANA Agent IQ and desktop search solutions, it 'is making it faster and easier for them to find that information, and is making it so that it's very easy for them to post this information....If it's something that they are using quite often--but it is information that is not in the central knowledge base--then they literally click a check box right next to their personal information, and it will then be submitted as a topic to be added to the knowledge base.'"