RightAnswers Enterprise Gateway is an optional component of the Unified Knowledge Suite. The product helps drive adoption by exposing more users in your enterprise to the benefits of our suite. This is accomplished by providing a bridge between your enterprise search systems, the RightAnswers Self-Service™ portal, and your service desk systems. The result is a closed loop self-service environment that reaches beyond traditional IT resources.
Enterprise Gateway works by providing an interface designed to be crawled by your enterprise search engine (Google Appliance, Microsoft Search Server Express, SharePoint, etc...). Users that are not actively using RightAnswers Self-Service are now able to access and take advantage of the content within the RightAnswers system.
When an enterprise search matches a solution within RightAnswers users are presented with a solution normally not available outside of the IT knowledge system. The available functionality in your enterprise search system can also be used to identify or separate the RightAnswers content if desired. When a user selects the RightAnswers results they have the option to enter RightAnswers Self-Service to expand their search. If a solution is not found users can open a service ticket using our integration to the service desk team.
Answers provided within the enterprise search system will now tie into your self service tracking and analytics, a standard feature in the RightAnswers Unified Knowledge Suite. This integration allows you to measure the effectiveness of your content and brings enterprise search users into your preferred support workflow.
The RightAnswers Enterprise Gateway integrates with enterprise search systems to provide a single point of access to your organizational knowledge, IT solutions, and support. The results are faster resolutions to support issues, more satisfied users, and reduced calls to the service desk. Now your organization can seamlessly extend content from the Unified Knowledge Suite to the rest of your enterprise.
Key Benefits:
- Content created by the support team can be made available to the search engines
- Results are shown in the solution view which is enriched with features from the self service portal to enrich the experience.
- Enhances searches to deliver detailed solutions directly from RightAnswers
- Quick access to relevant information and links to the service incident management system
- Users can go to one place for their search needs without sacrificing quality
- Analytics that can be utilized to improve content effectiveness
- Conversion of unstructured content into structured metadata-driven solutions
- Integrated administrative environment
- Allows the ability to add and search non IT support information within the Unified Knowledge Suite
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We Can Work with Any Search System Including
- Google Appliance
- Autonomy
- FAST
- Oracle
- SharePoint and many more
