RightAnswers by Upland Software is a powerful, cloud-based KCS Verified knowledge management solution, specifically designed to improve your support and to share knowledge throughout your organization. RightAnswers is a ServiceNow Certified Integration that has been validated by ServiceNow for its performance, security and seamless interoperability with ServiceNow. The unified ITSM and knowledge experience enhances user efficiency and productivity. Agents find knowledge and add solutions to tickets all in the same interface.
RightAnswers Knowledge Software for ServiceNow offers advanced tools such as knowledge workflow, guided knowledge, social and gamification, and predictive analytics. Customers that use RightAnswers in conjunction with ServiceNow are experiencing measurable service improvements:
- Higher first-contact resolution, shorter time-to-resolution and reduced support costs
- Successful implementation of many ITIL processes, such as problem management, change management and release management
- Web and mobile self-service beyond the service catalog enables users to solve their own problems and get back to work quickly through effective use of great knowledge
Comprehensive Offering in the Cloud
RightAnswers Knowledge Hub for ServiceNow fulfills the knowledge needs of everyone in your organization – authors, agents and anyone who needs to find knowledge. It includes everything you need for advanced, enterprise-wide knowledge management, such as:
- An intuitive interface for agents that helps them find knowledge faster
- Pre-loaded knowledge and knowledge services, including conversion, migration, translations and custom knowledge creation
- Reporting and analytics to help you gauge the effectiveness of your knowledge
- Web self-service and mobile self-service empower your end-users to resolve their own issues, deflecting tickets from your service desk
- Intelligent Knowledge Builder keeps your knowledgebase complete and up-to-date by detecting gaps in your knowledgebase, based on unsuccessful searches, and prompting you to create knowledge to fill the gaps
- Interactive Knowledge includes decision trees, checkpoint solutions and online forms with drop-down fields that lead you to the knowledge you are looking for
- Knowledge Federation searches for knowledge across all your drives and networks, as well as in third-party products such as SharePoint, Confluence or other systems where you have stored knowledge
- Social collaboration tools and communities for agents and end-users enhance the knowledge through crowdsourcing
- Video support allows agents to create video on the fly while working with end-users and deliver them as solutions
- Knowledge Quality tool that automatically checks article quality as articles are created and/or updated
- Gamification to incentivize knowledge creation to achieve your business goals
- KCS Verified V6 the only system-agnostic knowledge management software to support over 70 KCS processes with on-boarding and training to turn your organization into a KCS shop
- Client Success program with ongoing training and mentoring to ensure the success of your knowledge initiative
Introduced the new jwt authentication for RightAnswers and optimised the application for Orlando release.
Use of RightAnswers Knowledge Hub for ServiceNow requires a contract with RightAnswers.