Easy to use and implement (it took us 5 days to live pilot on two separate Service Desk applications).
Simple to index in local, network and external knowledge sources.
Excellent natural language search engine with automated self learning from contextual searches.
Good tools for knowledge management and workflow e.g Authoring, Moderating, Ask Expert, Hot Topics and Required Reading.
Independent product not tied in to any other application or bloat so rapid ROI.
Excellent Customer Service from first contact to in life support and development