RightAnswers Knowledge Management Certification
Knowledge Management Certification
At RightAnswers, we want to ensure that our clients maximize their knowledge investments. In order to help you achieve this, we have developed a certification curriculum designed to arm your staff with the knowledge they need to be most productive in their position while using the RightAnswers solution. The program focuses on KCS principles and knowledge best practices, and how they are applied within the RightAnswers platform. In addition you will become certified in the use of the RightAnswers knowledge management systems tools.
What you will learn:
- Industry Best Practices (ITIL, KCS)
- Knowledge Architecture
- Knowledge Segmentation
- User Management and Workflow
- Content Development
- Taxonomy and Attribute Management
- Knowledge Style Guides
- Improving Searching Capability
- Knowledge Analytics and Measuring Success
Who should attend: Service Desk Managers/Directors, Customer Service Managers/Directors, Content Managers, Support Analysts/Agents, Anyone who authors content or solutions
Dates: 2016: October 27–28; 2017: Jan 19–20; March 27–28; May 18–19
For questions regarding RightAnswers Knowledge Management Certification, please contact email@example.com.
The class was great! There was so much information. There were things that I knew absolutely nothing about, and wish I had taken it earlier. I think your product is wonderful and its potential is enormous…
RightAnswers Agent Certification
At RightAnswers, we want to ensure that your support staff has a complete understanding of the knowledge process as it applies to their role in your organization. In order to help you achieve this, we have developed a certification curriculum designed to arm your support staff with the knowledge they need to be the most productive in their position while using the RightAnswers solution. The program focuses on the support staff experience while applying KCS principles and knowledge best practices to the RightAnswers platform. In addition, your support staff will receive the RightAnswers Agent certification upon completion of this program.
What you will learn:
- Core Knowledge Principles (KCS, Traditional KM)
- Support Agent Portal Functionality
- Solution Manager Functionality for Agents
- Creation of Content
- Content Standards
- Article Quality
- Article Lifecycle
- Knowledge Article Functionality & Tools
Who should attend: Agents, Analysts, Customer Support Representatives, Specialists, Technicians
Dates: This course is scheduled on-demand
For questions regarding RightAnswers Agent Certification, please contact firstname.lastname@example.org.