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Education and insights on knowledge management

Knowledge Management Training

Knowledge management and the ways to improve support are constantly evolving. To help our clients better navigate this evolution we have developed a series of webcasts to inform, teach and share best practices and the latest trends.  These webcasts will help our clients to keep ahead of the curve and learn how others are using knowledge management software to improve the service they deliver to their customers.

RightAnswers is also certified to provide Knowledge-Centered Support (KCS) training and certification to clients and to other knowledge professionals.

Note: The sessions described below are part of our Client Success Program and are only available to RightAnswers clients. If you have any questions, please email training@rightanswers.com.


 

Solution Manager Authoring Tool

A comprehensive look into the RightAnswers authoring and content management tool. The main objective is to provide authors with a basic understanding of workflow, content organization, templates and content authoring tools available in the system. This session also covers some of the more advanced workflow, management and administrative tools available in Solution Manager.

Who should attend? Knowledge Managers, Solution Authors, Trainers


Portal Administration

Introduction to the administration of the portals including creating FAQ’s, Announcements and Links in the portals as well as managing portal groups and system settings.

Who should attend? Knowledge Managers, person(s) responsible for layout and/or content in the portal


Reports Overview

Presentation of Solution Manager Reports for authoring and content management as well as Portal reports for end user activity.

Who should attend? Knowledge Managers, Service Desk Managers, Directors, Project Sponsors


Portal Functionality – Train the Trainer

Introduction to the RightAnswers functionality available in the Support Analyst and Self-Service portals.

Who should attend? Trainers, Managers


Best Practices for Adoption

Provides guidance for marketing your self-service and support agent portals and adoption of the RightAnswers tool into your business through business process.

Who should attend? Project Team lead, Marketing Team, Knowledge Managers, Service Desk Managers, and Trainers