Monkey Knowledge

One of the most challenging tasks in running Own Web Now is the information sharing. While we’ve really worked hard to get together with our partners on a number of fronts in terms of activity and service notification, our ability to offer the documentation and knowhow is still lacking mostly because it sucks internally as much as it sucks externally. We have no fewer than four places in which we keep our KB data (between SharePoint, internal blog, www.ownwebnow.com/help support wiki and our development PF). Having this KB data out there in a way that people could count on would save a ton of support requests if we could just update our documents in the same location. So:

Enter Monkey Knowledge Base

I shot a 5 minute video to explain this to you.

What is hilarious about this is that it took less than two hours to develop the feature and tie it into all the other systems we currently use. Features:

• Organization-wide knowledge base accessible through the portal
• Company restrictions, allowing you to mark certain KB articles as private to a given company if you’ve written specific documentation for them
• Rich HTML KB article editor, which allows cut and paste from Microsoft Word
• RSS feed for external syndication with your public web site, SharePoint
• Support ticket to Knowledge Base article conversion is a one checkbox click process.

And it’s fully integrated into the portal so its in a place where your clients are already logging in to review invoices, pay bills, request support, manage contacts.

What I didn’t say, and what you’ll have to read between the lines for, is what we can do if features like this are doable in less than two hours. If all the clients are used to this portal, which now includes free integrated email-to-ticket creation and updates, and it’s already used to order, bill and report for services, what more could it possibly do in the hands of Own Web Now? 🙂

Keeping it simple… So everyone can figure it out. By the way, there is another cool way to keep up with Shockey Monkey, check out our Twitter page at www.twitter.com/shockeymonkey