Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM IS A UNIQUE COMBINATION OF SOFTWARE,

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1 Right Answers RightAnswers Unified Knowledge Platform The #1 Knowledge Management Solution R Answe Changes in IT and Your Business are in Inevitable. Are you Ready? THE RIGHTANSWERS UNIFIED KNOWLEDGE PLATFORM IS A UNIQUE COMBINATION OF SOFTWARE, KNOWLEDGE, KNOWLEDGE AUTOMATION AND SERVICES SPECIFICALLY DESIGNED TO HELP ENTERPRISE ORGANIZATIONS MANAGE AND SHARE KNOWLEDGE. THE PLATFORM, WHETHER DELIVERED VIA THE CLOUD OR ON-PREMISE, ALLOWS YOU TO BUILD A MORE EFFICIENT SERVICE ORGANIZATION AND DELIVER KNOWLEDGE FROM THROUGHOUT YOUR ENTERPRISE TO YOUR USERS BY COMBINING POWERFUL SEARCH, USER-FRIENDLY INTERFACES, EXTENSIVE CONTENT, AND INDUSTRY BEST PRACTICES.

2 As companies grow either in size, offerings or complexity, demand for support will increase. How well you manage your knowledge and use it to provide a good experience for both your internal support agents and users will have a huge impact on the success of your IT and business initiatives. Planning on upgrading to the latest version of Windows and/or Office, or introducing a new version of your product? These projects can adversely impact the productivity of your users and your service agents in a big way. Your users are going to have questions and many of them will be calling your service desk to get answers which will exponentially increase your call volume and service agent workload. Minimizing that impact and the risk associated with it can be done with knowledge management and self-service done right. By having a knowledge base of the answers to commonly asked questions on your new applications, and/or products, and a place for users to easily find them, will empower your users to help themselves. Finding an answer just once will encourage users to return each time they have a question, thus permanently reducing your call volume and increasing user satisfaction with your projects and service desk. SOFTWARE FOR KNOWLEDGE CREATION AND MANAGEMENT RightAnswers Solution Manager Having the right solutions in your knowledge base is critical to any knowledge management strategy. Solution Manager allows you to effectively manage your knowledge base by modifying standard and custom content solutions, or by creating new knowledge articles. In addition to your IT content, Solution Manager allows you to create knowledge that can be made available in the Self-Service Portal to non-it related departments that spend time answering employee questions pertaining to Human Resources and Purchasing, for example. Solution Manager is modeled on RightAnswers internal publishing tools and processes leveraging our knowledge-centric best practices. Plain text articles may serve the purpose for many of your knowledge needs but text alone will not deliver a positive user experience. With Solution Manger you can create many solutions types including: Interactive Solutions to engage and help user and agents get the help they need. Request Forms allows you to build forms making it easy for your user to provide personal information to access such resources as service requests. RightPath Solutions allow you to create check points within the solution that help the user and/or agent to keep track of how far they ve progressed toward completion of a complex or long term process. Decision Trees help guide both agents and users to the right answers through a diagnostic set of questions and answers. Multimedia Solutions allows the agent or user to watch and listen to clear directions on how to resolve issues. Multi-Lingual Capabilities allow you create and manage solutions for your agent and end-user across the globe with support for both single and double byte languages. With Solution Manager you can now easily create knowledge articles with the intuitive HTML-WYSIWYG editor allowing for feature rich solutions, which can include inline or hyperlinked local images, and video embedded within the solution. Don t want to recreate the wheel? Use Edit Assistant to check for (and leverage) existing solutions in the knowledge base similar to the one you are planning on developing. Solution Manager helps you get started with pre-built templates for common problem types including: How To provides step-by-step instructions for completing a specific process.

3 Error addresses problems involving error messages that often appear in dialog boxes. Problem addresses operational and functional issues. In addition, Solution Manager makes it easy to develop a usable taxonomy, get input from subject matter experts, manage workflow, and keep your knowledgebase updated and relevant for your users. Knowledge Automation Creating the knowledge to meet the needs of your organization is a significant accomplishment, but only the beginning of your knowledge initiative. To truly deliver on the promise of productivity knowledge has to offer, keeping your knowledge current and relevant is the real challenge. Your organization is not static and unchanging; therefore your knowledge base must evolve along with it. At RightAnswers we understand this better than anyone. We have built knowledge automation right into the product. RightAnswers Unified Knowledge Platform monitors knowledge use and identifies gaps. Beyond just identifying the gaps it begins to fill them by automatically creating new or editing existing articles for review and completion. With RightAnswers Knowledge Automation you will always be on top of your users knowledge needs and be able to fill them quickly and easily, sustaining a high-value knowledge base. Social Knowledge Providing access to and distributing knowledge via Social Media is one half of the equation. Harvesting valuable knowledge from social interactions is the other. Harnessing the power of a social experience for the user and the agent will allow them to benefit from the knowledge exchange that occurs in every organization through social media channels. We provide several methods of creating social knowledge from feedback mechanisms via surveys and article evaluation questions. Additionally, RightAnswers provides its own Social Forums for use by agents and any other knowledge creators you deem appropriate. Using these Social Forums provides a place for your agents and knowledge creators to share and leverage their individual knowledge and allows for your organization s community knowledge to be captured and included in your knowledge base. RightAnswers Knowledge Explorer Knowledge Explorer enhances your solution by actively searching other selected resources within your organization for relevant content. Having the most relevant content available to users and agents is critical to a successful knowledge program. Knowledge Explorer provides supplements to the content stored in your knowledge base by making shared documents, web pages, cases, and relational databases accessible and searchable. By tracking and reporting on the most popular external knowledge, we provide a prioritized list of those items that should be converted to native knowledge articles.

4 KNOWLEDGE Knowledge-Paks Part of the unique value RightAnswers brings is a prebuilt and ever-growing knowledge base of solutions covering over 300 of the most popular commercial off-the-shelf software applications. Each solution contains comprehensive application features, functionality, and usage information. Because text solutions are great but aren t always the best tool in communicating the fine details, we also include multimedia solutions so users and agents can see how to resolve issues in a tutorial. And, you never have to worry about having the latest solutions, RightAnswers Knowledge-Paks can be delivered via the Cloud, ensuring you have access to the most up-to-date knowledge. Knowledge Cycle Our Content Team analyzes your user search results and proactively improves our Knowledge-Paks library. Additionally, you can send us questions / feedback on supported off-the-shelf topics and we will provide the answer or updated article, at no charge, within 24 hours. Custom Knowledge Services RightAnswers provides a full-range of knowledge-authoring services designed to develop and maintain success-oriented solutions for your company-specific content. Knowledge Success The concept of the program is to unify and manage your custom content and our off-the-shelf knowledge for the most effective knowledge base possible. Additionally we assist you in developing content from existing repositories within your organization, regardless of the format. Finally we provide you with the tools and expertise to build and manage your own content on a daily basis. The result is the creation and maintenance of effective content and the basis for long term success for your organization. MULTI-CHANNEL SELF-SERVICE ACCESS RightAnswers Self-Service Portal The RightAnswers Self-Service Portal allows users to quickly find answers to their questions. The application integrates seamlessly with your ITSM system. When an user finds the answer to their question, RightAnswers automatically opens and closes a ticket inside your ITSM system, allowing you to accurately measure your knowledge usage. If the user doesn t find what they are looking for they can easily open a ticket directly from the RightAnswers Self-Service Portal. The result is a reduction in unnecessary calls to your agents; reducing the overall cost of support and getting your end-users back to being productive more quickly. The Self-Service Portal provides a total solution in a user friendly manner to help users resolve issues for which they previously would have called the service desk. Self-Service is powered by the RightAnswers standard Knowledge-Pak library of self-service targeted support knowledge combined with your company's own unique content. With RightAnswers your ITSM or CRM system is designed to be a central knowledge base for all of your enterprise support knowledge, so your content can be more than just your IT support content. Through the group based security and multi-tenant architecture you can allow other departments like Human Resources and Facilities to create knowledge and control how it is accessed from a single self-service portal. RightAnswers Support Agent Portal RightAnswers Support Agent helps improve user support and reduce agent frustration by sharing knowledge, decreasing talk time, and increasing first contact resolution rates. Support Agent Portal provides an intuitive user interface that helps agents to quickly find solutions by accessing your comprehensive knowledge base. This application tightly integrates with your ITSM or CRM solution, allowing agents to find answers, tie them back to open tickets, and resolve issues quickly and effectively. Support Agent Portal leverages your knowledge base by providing a customized view of your content. Your agents can access current information covering the most helpful solutions, access key RSS feeds and monitor current usage statistics for the RightAnswers Self-Service Portal. RightAnswers Knowledge Response TM Users have issues that need to be resolved the quickest way possible. The reality is that not all users are happy doing their own searches. They would rather ask a question and be provided an answer from a person via instead of speaking to someone at the service desk. Now your users can get the information they need quickly and easily from a communication channel they are comfortable with. With RightAnswers Knowledge Response users search your centralized knowledge base automatically and with no effort on their part. Knowledge Response uses the subject line and message body as a search of the knowledge base, and returns the most relevant answers to the questions they are asking.

5 RightAnswers Mobile RightAnswers Mobile puts access to the knowledge base in the palm of your hand. Now users and agents can get to the information they need wherever they are. Available on smartphones and tablets, this mobile application allows you to personalize the user experience while providing your users and agents the information they need to resolve issues quickly and effectively, without tying them to a laptop. RightAnswers Social Media Social media is everywhere and will inevitably impact our business. With its rise in popularity comes an expectation that we can use it in our business lives as well as our personal lives. As a support organization, meeting these expectations can seem daunting. RightAnswers has taken these expectations into consideration and provides you with options that you can choose to implement based on your organization s needs. Providing access to your knowledge and support organization via existing social media such as Facebook can be done easily and allows you to determine which knowledge you will provide via this channel. When you want to push knowledge to your users you can do so via Twitter, giving them the knowledge you want to be public and draw them back to your authenticated site for deeper information. RightAnswers Enterprise Gateway RightAnswers Enterprise Gateway helps drive adoption by exposing more users in your enterprise to the benefits of our platform. This is accomplished by providing a bridge between your enterprise search systems, the RightAnswers Self-Service Portal, and your existing ITSM system. Designed to provide access to your knowledge base the Enterprise Gateway offers four specific components, offering the widest range of access. Search Gateway Engage and expose your users to your knowledge base through your existing enterprise search engine (Google Appliance, Microsoft Search Server Express, SharePoint, etc...). Users that are not actively using RightAnswers Self-Service are now able to access and take advantage of the content within the RightAnswers system. Search Portlet Designed to allow users to search for answers and display results from your existing web page. With the Search Portlet you can retain your existing custom web site structure and branding while empowering it with new knowledge capabilities. Web Services Allows the ultimate flexibility to providing access to your knowledge. With our web services you can completely customize your user experience. You can seamlessly present your knowledge and access to it however you choose, reinforcing your brand and vision for your users. SERVICES The RightAnswers Client Success Program Where Others Stop, We Start The RightAnswers Client Success Program is one of the things that differentiates RightAnswers from other providers. These value-added services enable you to develop, deliver, and maintain an effective adoption strategy and ongoing knowledge initiative. The Client Success Team provides the necessary expertise to assist your service desks professionals with the initial implementation and ongoing analysis and guidance required for success. Through this program, RightAnswers helps identify and implement best practices in self-service adoption, provides metrics, and assists in content development during the pre-production, prelaunch, and post-launch phases. RightAnswers takes a shared ownership in the success of each client s knowledge initiative providing assistance with project management, training, and best practices guidance throughout the project s life-cycle. RightAnswers assigns a Client Success Manager (CSM) who remains dedicated to your project s success. INTEGRATIONS All of RightAnswers clients use the Unified Knowledge Platform integrated into either their ITSM or CRM system. The Unified Knowledge Platform was designed and built to integrate into these systems so we could focus on delivering the most robust knowledge management platform in the industry. We have pre-built integrations with all of the major ITSM and CRM systems, and many of the others too. Since the Unified Knowledge Platform is built on an open architecture we haven't met an ITSM or CRM system we couldn't integrate with. Your RightAnswers representative can answers any questions you have on our integrations. Have questions? Want more information? Contact us, we are happy to be of service. US Tel: +1 (732) Fax: +1 (732) UK Tel: +44 (1628) Mob: +44 (7917) India Tel: +91 (98) Mob: +91 (81) rightanswers.com

6 The Answers Matter. Make them count. Make them RightAnswers. Right Answers r i g h t a n s w e r s. c o m

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