Reprinted from "Sophos News- Quartely information for Sophos users" Newsletter - November 2004

Novo Knowledge Base boosts Sophos’s website support

“Through solutions such as the Novo Help Desk, Knowledge Base and Document Manager, our focus is to provide customer-driven web solutions that are robust and easy to implement and use.”

As part of a project to redesign its search engine, Sophos was looking for a cost-effective means of efficiently managing its support knowledgebase articles. After an evaluation process, Sophos decided to use the Novo Solutions Knowledge Base, part of the Novo Customer Support Suite.

The Novo application provides an MSSQL Server database and integrates with the Sophos knowledgebase interfaces on both the main Sophos website and the Sophos Partners website. The implementation is available in all Sophos’s core languages. 

When a search is undertaken, within the Sophos website, it is passed on to the Novo software, with the search results being seamlessly interleaved and delivered. Novo allows for a range of access privileges to be assigned to articles, so search results can be tailored to different audiences. For example, users of Sophos small business solutions can choose not to receive results that apply only to the Sophos enterprise solutions. Support articles can also be displayed as internal web pages for use only within Sophos.

Throughout the project Sophos worked with Novo’s support team who provided assistance with queries and provided upgrades to meet Sophos’s requirements.

Sophos Customer Newsletter - November
http://www.sophos.com/sophos/docs/eng/sophos_news/sn200411.pdf