Web services, based on open industry standards such as XML and SOAP, form the cornerstone of Knowledge Loop's integration framework. Knowledge Loop uses well-defined, published interfaces that allow independent upgrade and maintenance of business systems without breaking integration points, and provide a lightweight, flexible, yet reliable integration capability across a broad range of enterprise applications and platforms.

CRM Integration - Knowledge Loop built adapters to integrate with many popular CRM Systems such as Oracle, SAP, Microsoft, SalesForce.Com (SFDC), Remedy, Clarify, PeopleSoft and Seibel to deliver enhanced Knowledge management, Collaborative Case Management and Escalation Workflow capabilities. Prepackaged adapters provide two-way synchronization of data between Knowledge Loop and your CRM system and allow overlying your CRM system with additional Knowledge Loop's capabilities such as giving your customers deep visibility into their open cases, with access to real-time collaboration. The adaptors can be customized for your version of CRM product. If you are using a different CRM system, including homegrown, Knowledge Loop can create custom adapter for your system in 2-3 weeks.

ERP Integration - Knowledge Loop built adapters for Oracle and SAP ERP systems to access Assets configuration and support entitlement information. If you are using a different ERP system, including homegrown, Knowledge Loop can create integrate with it in 2 weeks by leveraging its proprietary Adapters Framework.

Portal integration - Knowledge Loop increases the value of your service portal by giving your customers deep visibility into their open cases, with access to real-time collaboration. By exposing discrete components of Knowledge Loop via these open standards, Knowledge Loop significantly simplifies integration of this key information. Organizations leveraging Microsoft SharePoint or similar solutions can take advantage of Knowledge Loop portal to publish knowledge articles to their customers and partners while preserving tight control over the information access, utilization and customer experience.

Seamless workflow integration - Knowledge Loop supports initiation of new service requests via Web, XML, and e-mail, providing tremendous flexibility in how collaborative customer support and account management is integrated into your business processes.

Synchronization with systems-of-record - Knowledge Loop's XML-based system adaptors allow you to maintain synchronization between multiple systems, which is particularly important in providing a comprehensive real-time view of your customers. With support for both one-way and bi-directional integration, and the ability to set up batch or real-time synchronization policies, Knowledge Loop flexibly fits into your existing enterprise infrastructure.

Knowledge Loop capabilities are created leveraging the latest Web 2.0 technologies which allows you to quickly and easily integrate them with your existing enterprise applications and portals using Web services and XML-based APIs. This standards-based approach allows you to offer valuable new collaborative customer support and account management functionality to your customers, partners, and suppliers. At the same time, it enables you to dramatically reduce the cost, complexity, and time to deployment of these valuable new capabilities. Knowledge Loop works with the leading enterprise CRM applications, using technology compatible with both the Microsoft .NET and Java Enterprise Edition platforms, as well as other architectures.

Knowledge Loop products can be deployed on most leading commercial application servers and relational database technologies. For organizations desired to stay with the open source technologies, Knowledge Loop solutions can leverage Apache WebServer, JBoss Application Server, MySQL and PostgreSQL database servers.

Knowledge Loop's products are fully internationalized and available for translation to different languages including French, German, Spanish, Dutch, Portuguese, Chinese, Japanese, Korean, Russian and many other languages.

Knowledge Loop supports different language versions of the same document and serves the right language document based on user locale settings.

Security is a key concern to every organization. To ensure that important information is kept safe, Knowledge Loop provides enterprise-class security that follows industry-standard best practices, and utilizes proven Internet-based security standards such as Hypertext Transfer Protocol Secure (HTTPS), Secure Sockets Layer (SSL) encryption, SAML (Security Assertion Markup Language) and Digital Signature Algorithm. Because these technologies are already widely adopted, a secure Knowledge Loop installation can be deployed very rapidly and since Knowledge Loop is designed to connect internal employees, external partners, and customers, it employs these highly secure connections both inside and outside your company. Knowledge Loop security focuses on three key areas:

• Authentication- This answers the question, "Who is this user?" Knowledge Loop creates a personal account for every user, including user ID and password, and utilizes secure HTTP, digital certificates, session timeouts, and cookies to manage a secure account creation and login process. Within the application, Knowledge Loop maintains a comprehensive audit trail that records all user access and activity. In addition, Knowledge Loop also offers single sign-on integration with your enterprise systems so that users log on only once, rather than re-authenticating themselves each time they access Knowledge Loop. This integration is based on SAML (Security Assertion Markup Language), an emerging XML-based industry standard.
• Authorization - This answers the question, "What is the user allowed to do?" Knowledge Loop allows data security and business function access within the application to be managed by user-based permissions. Permissions give individuals and groups of users the right to access specific features and data sources within the application. For ease of administration, permissions are maintained in a central repository, and can be automatically applied via single sign-on integration.
• Secure exchange of information - Knowledge Loop uses standard Internet protocols such as HTTPS to ensure that no unauthorized third party gains access to information as it is transmitted from the server to the web browser, and the application uses digital signatures on messages to prevent fraudulent messages and Internet attacks. In addition, Knowledge Loop is firewall friendly, with all communications into and out of the system using standard Internet ports.

Knowledge Loop's powerful group and role-based security ensures that access is given to the right people, eliminate unauthorized editing or deletion of critical documents, and ensure accountability by tracking all activity with the audit trail.

Organizations deploying LDAP or Microsoft Directory Services can leverage Knowledge Loop's security integration adapters to quickly and easily align users and groups across the organization and adding Knowledge Loop application specific roles and permissions to users and groups.