Employee journey visibility that drives proactive troubleshooting

Helpdesk for Oracle Cloud apps – the way it’s meant to be

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Helpdeks are all about helping employees, without losing sight of cost, efficiency and other performance metrics.

Knoa’s patented employee user-experience analytics solution gives helpdesk teams and executives a groundbreaking opportunity to significantly improve overall support for their employees, create a better user experience, and drive significant improvements in user productivity.

Knoa serves as a process optimization tool for helpdesk teams, helping them reduce errors (both user-and-system-generated), and eliminate idle time, directly impacting the bottom line. Knoa will pinpoint process bottlenecks and breakdowns in a way that promotes improvement and drives up performance measures – even CSAT and NPS.

With Knoa’s real-time user-level data, IT support teams have full visibility into the complete employee journey, allowing for a proactive response to challenges experienced by employees. Naturally, this also improves helpdesk KPIs including mean time to resolution (MTTR), first call resolution rates and escalation accuracy.

Using Knoa UEM for Oracle Cloud you will immediately understand what your employees are experiencing, even before they open a support ticket. You will be able to understand their experience based on factual data, instead of hearsay or second guessing.   

Knoa UEM for Oracle Cloud – Help Desk 

  • Easily replicate issues plaguing your users
  • Reduce time to resolution
  • Increase employee engagement, productivity and efficiency
  • Identify training and process improvement opportunities
  • Expedite many diagnostics scenarios
  • Proactively reach out to employees, for a less frustrating and time consuming experience

* Knoa UEM for Oracle Cloud is a plug & play cloud based solution. You can expect a speedy onboarding, so you are up and running within hours

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Quantify the business impact of work interruptions caused by errors, so you can prioritize your Oracle Cloud support initiatives, such as refresher training or streamlining workflows.
Isolate performance hot spots by geographical location, so you can react to issues impacting user experience or productivity quickly, and in a targeted fashion.
Identify your superusers based on their efficiency and proficiency with Oracle Cloud, so you can recruit them as coaches for struggling users, or for your UAT cycles.
Perform fact-based learning-needs assessment, to identify who needs additional training, as well as which Oracle functions or business tasks they need to be trained on.
Measure user activity across all Oracle Cloud functions, to validate user adoption for key business processes and identify adoption gaps that need to be addressed through additional coaching or training.
Detect new error conditions introduced in your production and UAT environments, and track their evolution through the resolution cycle, to minimize their impact on production users.
Isolate performance hot spots for specific Oracle Cloud screens, user segments, or individual users, to help with root cause analysis and accelerate their resolution.
Prioritize your testing efforts based on actual utilization and other user experience metrics (error rates, performance), to optimize the impact of your UAT, with every Oracle Cloud upgrade.
Monitor utilization trends throughout the quarterly Oracle Cloud updates, to evaluate the impact of changes on user adoption and productivity.
Track every important user action, on every Oracle Cloud screen - to help your support team triage, prioritize, replicate, resolve and validate issues faster, for a better user experience.

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