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RightAnswers Knowledge-Paks® |
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| As part of the RightAnswers Knowledge Success program, RightAnswers provides the RightAnswers Knowledge-Paks® Library. The Knowledge-Paks Library is comprised of over 125,000 solutions covering 250 of the most popular commercial off-the-shelf software applications, and contains comprehensive application feature, functionality, and usage information. RightAnswers' Knowledge-Paks, especially when coupled with RightAnswers’ Custom Content Services, are designed to increase the ability for end-users to self-resolve their incidents, and improve the efficiency and effectiveness of support analysts. |
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Select titles are also available in Spanish, French and German.
RightAnswers Knowledge-Paks® are designed as one of the following six major solutions types:
- How-To: shows step-by-step functionality to achieve a specific result.
- Error Messages: derived from aplication-specific error messages, this solution provides either an explanation or work-around to a failed process/procedure.
- Diagnostic Tree: a "decision tree" that provides end-users with an additional option when searching for a solution.
- Show-IT: a multi-media presentation that provides a step-by-step solution walk-through (providing "just-in-time" eLearning)
- Automate-IT: provides "wizard like" functionality that automatically runs a solution on the end-user's desktop
- Problem/Solution Pairs: generally matched with a "How To" Knowledge-Pak, this solution is effective when the end-user generally knows "how" to, but is unable to, do something.
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Fully integrated with both RightAnswers Self-Service and RightAnswers Support Analyst, Solution Manager allows you to:
- Manage your content by easily proposing and creating new, as well as editing, existing solutions
- Enrich your content creation by leveraging HTML or WYSIWYG tools
- Track content creation through a two-step approval process and auditing capabilities
- Reuse existing content
- Employ “Best Practices” via RightAnswers-supplied templates, field formats, and pre-defined categories.
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