Knoa has been a Solution Extension (SOLEX) partner for the past 16 years, with SAP reselling the Knoa product as SAP User Experience Management (UEM) by Knoa. Effective January 2024, Knoa is an SAP Signavio SOLEX partner, which means that SAP Signavio is now selling Knoa’s task mining solution.
Knoa’s solution, which is available on the SAP Store as SAP User Experience Management (UEM) by Knoa, delivers value to both Business and IT stakeholders across a wide variety of use cases, including:
- Process performance optimization
- Identifying use cases for Robotic process automation (RPA)
- S/4HANA and cloud migrations
- Support desk optimization
- User enablement
Knoa takes a different approach to mining user behavior and tasks than most other task mining solutions. Some of the key differentiators include:
- Unique data: SAP UEM by Knoa provides unique user and task metrics, such as active and idle time, user and system errors, system response time, and full user journeys through SAP applications – in support of a wide variety of use cases.
- Object sensing: SAP UEM by Knoa monitoring is based on a patented object-sensing technology, which does not rely on screen scraping or optical character recognition (OCR), yet it captures all user actions within SAP applications (except keystrokes).
- Plug and Play: SAP UEM by Knoa is plug-and-play, without any development, process scripting, or data modeling required. It provides deep out-of-the-box monitoring for SAP across both legacy and S/4-based applications.
- Scalability: SAP UEM by Knoa is highly scalable, enabling customers to collect and analyze detailed user activity data at scale, across tens of thousands of users, without the need to use sampling of user tasks or users.
SAP UEM by Knoa uses a license model based on the number of named SAP users being monitored with the solution. Knoa provides no restrictions around using the solution with production vs. non-production SAP environments.
SAP UEM by Knoa works out of the box with the following SAP User Interfaces (UI): SAP GUI for Windows, SAP GUI for HTML, SAP Business Client for Desktop, SAP Netweaver Portal, SAP CRM, SAP Fiori Launchpad, SAP Cloud for Customer, SAP Webdynpro applications. Other SAP applications can be supported with custom development. For more information, see Knoa Documentation.
No, the Knoa solution does not read or rely on SAP log files. The Knoa solution generates its own data, based on monitoring of live user interactions with the application User Interface (UI).
SAP UEM by Knoa is only designed to monitor SAP applications. No other applications accessed by users will be monitored.
However, if customers wish to extend the Knoa platform to monitor additional enterprise applications, like Salesforce or Oracle for example, they can do so. This effort will involve additional license costs and/or professional services costs.
In particular, contrary to common task mining products, SAP UEM by Knoa does not perform any screen scraping and does not track any activity beyond enterprise application interfaces (i.e., no tracking of Excel, emails, browsing, etc.).
SAP USER EXPERIENCE MANAGEMENT by Knoa data can be integrated to ingest task analytics data into SAP Signavio Process Intelligence to create an end-to-end view of process execution of SAP-centric processes, including granular event logs for user actions within individual process steps. For more information, contact email@example.com.
SAP UEM by Knoa is a solution that, in combination with SAP Signavio, provides end-to-end visibility into process execution for SAP-centric processes. It empowers customers to analyze business processes by utilizing granular event logs that enrich process data with detailed task-level and user behavior analytics.
Knoa’s unique task mining solution, which is more lightweight, more effective, and less intrusive than common task mining products, by focusing specifically on SAP application interfaces, complements SAP Signavio Process Intelligence by providing unique insights into process execution and enabling end-to-end process visibility.
Knoa provisions a customer’s Knoa tenant environment within 1 day of receiving a cloud order. After that, the customer is responsible for deploying the Knoa client into their end-users’ desktop environment, at which point real-time data collection begins and Knoa data can be accessed through the reporting application.
Yes. Customers install the Knoa client on each user’s desktop they want to be included in the analysis. The Knoa client is silently running in the background, requires no user interaction, and it activates automatically when users access an SAP application.
SAP UEM by Knoa cloud edition is hosted on the IBM Cloud platform, with its primary data center located in Frankfurt, Germany. Other data centers are also available.
Knoa’s solution only captures user interactions with SAP applications. Personal applications, email, and browsing are not captured. Knoa does not use a screen capture technology and it does not “record” the desktop. The solution’s value is derived from analyzing aggregate data from a large pool of users to identify issues with the greatest impact on productivity. For more information, see Knoa Data Privacy and Security.
Yes, the Knoa solution tracks unique user ID’s (Windows Logins and/or Application usernames) but these can be anonymized for reporting. Users can also be mapped to various organizational attributes (such as role, location, business unit, etc.).
Yes, customers can anonymize user identity in reporting.
Yes, SAP UEM by Knoa complies with GDPR regulations. In addition, the product goes regularly through SAP’s Premium Qualification process that analyzes security and other important factors. For more information, see Knoa Data Privacy and Security.
The typical ramp-up time for SAP UEM by Knoa cloud edition is 2 to 3 weeks. Knoa partners with Edison LLC, who can assist customers with their Knoa implementation, as well as post-implementation activities such as enablement, consulting, and development.
The only technical requirements for SAP UEM by Knoa cloud edition are for the Knoa client, which is deployed on the users’ desktops. Platforms supported include Microsoft Windows 10 or 11 (32-bit or 64-bit) and Google Chrome, Microsoft Edge. For more information, see the Knoa Documentation.
No other software is required. The Knoa Analytics application, which is the reporting interface for SAP UEM by Knoa, comes with a 6-user license bundle. Additional licenses can be requested directly from Knoa by contacting firstname.lastname@example.org
Knoa’s premier implementation partner is Edison LLC. Edison boasts a global presence and a track record of numerous successful Knoa projects. Their comprehensive range of services for the Knoa solution includes implementation, enablement, consulting, and development. Contact Edison at email@example.com or ask Knoa for an introduction at firstname.lastname@example.org.
Customer support is provided jointly by SAP and Knoa. SAP Global Support provides level 1 and level 2 support, while Knoa provides level 3 support. Customers can raise support issues directly on the SAP Support Portal using the component XX-PART-KNO.
The typical Knoa buyers include: CIO, CTO, VP of Sales, VP of Center of Excellence, VP of Support Operations. The typical Knoa stakeholders include: Line of Business (LOB) managers, Business process analysts, Change management office, Cloud implementation team, Support desk managers, User enablement team.