Of course, tracking how the system is used is extremely important to DoubleClick, both to make sure that customers are getting value from the system and to ensure that content is kept up-to-date. According to Saitz, while the basic reporting capabilities in KnowledgeBase.net are useful, DoubleClicks analysis needs go deeper. "We do use some of the standard reports in KnowledgeBase.net, but we also use [Crystal Decisions Inc.s] Crystal Reports to do more extensive reporting," Saitz said. "I even get a report that shows all the non-HTML content that has been added to the system."
"If I dont know the answer to a question, I can search for it myself," Hylenski said. Using the internal facing knowledge base, he can find answers and pass them on to customers and other analysts. One of Hylenskis favorite aspects of the KnowledgeBase.net system is its ability to notify him over time to update content. He also likes the search capabilities. "Its really nice to be able to search for content or browse through the categories to find an answer," he said. "I also like that I can send clients an answer as a link to the knowledge base." Although KnowledgeBase.net includes a WYSIWYG editor for adding content directly as HTML, DoubleClicks managers initially didnt expect to use it much, thinking they would use templates instead. "We almost overlooked it," Saitz said. However, over time, the managers came to appreciate this capability for making it easy for users to add content, he said. In the future, DoubleClick wants to get even better integration between KnowledgeBase.net and the organizations other systems. "Wed like to make the integration with Remedy even more seamless," Saitz said. Overall, Saitz said, KnowledgeBase.net is meeting DoubleClicks needs very well. On DoubleClicks wish list, he added, is the ability for users to track updates and additions to content through e-mail updates. Probably the biggest challenge is getting some DoubleClick customers to feel comfortable about using a Web self-service option for simple questions, instead of picking up a phone and calling support. "Its still a challenge to get some of our customers to use the self-service option," Saitz said.
The excellent interface and search capabilities are critical to helping everyday users of KnowledgeBase.net do their jobs. DoubleClicks Hylenski said he uses the system to enter articles into the knowledge base and as an information source (