RightAnswers is KCS Verified V5, and KCS processes are integral to its award-winning knowledge management software. But RightAnswers goes beyond the requirement of KCS verification to extend the KCS principles of collaboration and knowledge sharing in our flagship product, the Enterprise Knowledge Hub.
We’ve developed additional capabilities that ensure your knowledge base is filled with the most comprehensive, useful knowledge, and that it’s kept current and easy to find.
RightAnswers has built-in gamification that advances KCS practices. For example, you can reward and recognize:
Be confident your knowledge base is populated with good knowledge. Our Knowledge Quality tool assesses your knowledge according to the KCS Article Quality Index (AQI). Points are totaled for compliance with KCS guidelines such as:
Beyond conforming to KCS AQI, our Knowledge Quality tool automatically calculates article quality based on more than a dozen additional parameters, as well as custom parameters that you specify.
The RightAnswers patented Intelligent Knowledge Builder™ detects gaps in your knowledge according to unsuccessful searches and begins to create new knowledge articles as needed.
KCS advocates creating solutions just-in-time, based on customer needs. The Intelligent Knowledge Builder is an automated way of ensuring that results exist for questions that people are asking.
Our integration framework seamlessly integrates with virtually any CRM, ITSM or other enterprise system. Enabling agents to find knowledge in the same interface they use for handling tickets and cases increases their engagement with your knowledge.