Prior to the release of the RightAnswers Unified Knowledge Suite, Self-Service and Support Analysts Knowledge solutions were primarily comprised of only software tools designed to enable internal support staff to create and establish a Knowledge Base. History has shown that the ability to execute and maintain a successful knowledge strategy that effectively drives self-service initiatives and support analyst effectiveness requires much more then just having a software tool. Achieving Support and Knowledge solutions require software tools that are inherently “smart” and feature-rich, but not complex to use, implement and understand.

The RightAnswers Unified Knowledge Suite solution starts with these powerful, yet easy to use, software tools – but there’s much more. It also includes an industry-leading content offering that includes our industry-standard technical support content, combined with custom content solutions, so the knowledge base can be “jump started” to address your specific knowledge needs. To round out our offering we also include Client Success services that establish an ongoing partnership with each and every client to assist in both rolling out our solutions to your user community and continuously working with you to drive adoption and increase content effectiveness. The combination of these elements by an organization that specializes in knowledge solutions yields great results and creates an experience that clients discover to be refreshing and "on point".

Our solutions focus on ensuring your success by delivering a comprehensive set of software, content, and value-added services that is easy to implement, easy to use, and easy to manage.

Easy to Implement

RightAnswers works with you to design, configure, and deploy the RightAnswers Unified Knowledge Suite in a timely fashion. Our approach provides a defined, standard functionality combined with the flexibility to work within a number of standard authentication environments and a number of supported Help Desk ticketing systems. And, since the RightAnswers Self-Service and RightAnswers Support Analysts solutions quickly and seamlessly integrate with your existing server systems, minimal technical resources are required.

• Online, hosted environment
• “Out-of-the-box” Help Desk ticketing integration
• Optimized Search engine
• Pre-packaged content (i.e., RightAnswers Knowledge-Paks) available from “day one”

Easy to Use

Whether new to self-service and knowledge driven solutions or migrating from an existing solution, our Help Desk clients are delighted how easy it is to utilize the RightAnswers Unified Knowledge Suite interface to leverage the inherent power of their knowledge base. RightAnswers’ solutions, designed to improve the end-user support experience and increase Support Analyst effectiveness and efficiency, enable end-users quickly and easily find solutions to problems while Help Desk staff can easily access, manage, and edit content while building a Support environment that meets their Support and business objectives.

• “Personalized” environment, consistent with your existing in-house “look and feel”, gives end-users easy access to information and provides a smooth transition to self-ticketing
• Self-Service toolbar enables end-users to search for content within a proven self-service taxonomy
• Resolution and collaboration environment enables Support Analysts to easily find solutions and leverage workflows to add information in “real time”
• One, common view of activities occurring across self-service and support analyst users
• Solution Manager, designed and used by the RightAnswers Content Services team, utilizes a simple interface that requires no “special” training

Easy to Manage

At RightAnswers, we firmly believe that the ultimate success of any project entails more than simply implementing a software tool. We assume a vested interest in the success of our clients’ initiatives and have designed our software, content, and value-added services to enable clients to efficiently and effectively manage their Knowledge/Support initiatives before, during, and after installing, implementing, and deploying their solution(s). The Client Success team provides the necessary experience and expertise to assist your Help Desk professionals in “jump starting” the initial Self-Service implementation and, by providing ongoing analysis and guidance, maintain its effectiveness through deployment. Also, RightAnswers provides an extensive array of analytics and reporting tools to track the effectiveness of your content to ensure that the impact and quality of content keeps your Support initiatives on-track.

• RightAnswers Self-Service and Support Analyst solutions utilize existing User Directories and do not require administrators to add users into the system
• Search engine continually fine-tuned and optimized by RightAnswers with no client interaction
• Knowledge Base updates automatically available to clients
• Administrative tools, such as the Analytics Dashboard, built-in alerts, notifications and cross-user views