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RightAnswers Support Analyst
RightAnswers Support Analyst provides a forum for Support Analysts
and Help Desk professionals to effectively resolve open incidents
and access key IT resources. This portal is comprised of an intuitive
user interface that improves the accessibility and effectiveness of
your Content by enabling Support Analysts to quickly search for
documented solutions contained within your Knowledge Base.
RightAnswers Support Analyst is powered by RightAnswers’
industry-leading Knowledge-Paks® for Support Analysts,
including multi-media solutions and foreign language
translations, designed for Level 1
and Level 2 support. It leverages your Knowledge Base by
providing robust, “personalized” support to enhance the
intimacy level between our software and your content.
By utilizing RightAnswers Support Analyst, support analysts
can also access up-to-date statistics on the most helpful
solutions, navigate to other support site links, access key
RSS feeds and have the ability to monitor current RightAnswers Self-Service
statistics.
RightAnswers Support Analyst will help you improve your Support Analysts' efficiency and productivity and:
- Increase first call resolution rates
- Decrease call escalation rates
- Decrease call hold times and abandon rates
- Provide out-of-the-box, bi-directional integration with your Service Desk application
- Utilize a comprehensive Knowledge Base combining RightAnswers-provided and company-unique Content
- Enable real-time solution feedback from Support Analysts by providing a
direct link to the authoring environment
- Provide a consolidated view of the support channels with a real-time view of
end-user self-service activity
- Allow clients to post and manage real-time FAQs and Announcements targeting Support Analysts
- Provide an intuitive user interface that improves content accessibility and effectiveness
- Offer a “personalized” support analyst experience from the individual and
group/role-based perspective
- Support subscription to content areas and features such as My Favorites,
My Top Solutions and My Recent Searches
- Provide personalized, enhanced support (via FAQ, Did You Know, New and Noteworthy, My Favorites features) just
as you have with RightAnswers Self-Service
- Provide Analytics to optimize your Help Desk support effectiveness and productivity
- Improve the effectiveness of incident and problem management
processes in accordance with ITIL adoption.
Read More
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Our Help Desk clients are delighted with how easy
it is to utilize the RightAnswers Unified Knowledge
Suite interface to leverage the inherent power of their Knowledge Base.
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More Information >>
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