Upland RightAnswers AI Knowledge Platform for Enterprise
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Easily follow along, understand, and goes at a good pace for a 3 day workshop
What do you like best about the product?
It was so easy to follow along and understand what was presented. Everyone could relate to the given scenarios. If the speaker was going too fast, she didn't hesitate to slow down and repeat anything she said (which did not happen much at all since everything flowed so nicely). The exercises really helped connect the dots to our organizations every day problems and learned how to properly and effectively address them.
What do you dislike about the product?
Absolutely nothing. Although this has nothing to do with the workshop itself, I was hoping to take the exam within a week of completing the workshop so that the knowledge we learned stays fresh. Due to COVID, the tests are proctored online so we have to wait a good 3 weeks before we can take the test.
What problems is the product solving and how is that benefiting you?
Through the workshop, I learned more knowledge on KCS which gave me a boost of confidence I needed in order to tackle every day challenges with other teams (and question the current state of our own program). With the knowledge and resources I have gained, I can take them with me and confidently answer questions/objections that arise which I couldn't answer before.
Capable tool but isn't easy to embed in a complex managed services environment
What do you like best about the product?
- Overall functionality is good
- Search is generally good and happy with finding what they need in comparison with other platforms such as SharePoint.
- Bulk editing
- Language Options
- A lot of us feel one of the top KM tools in terms of functionality in the market simplifying the way to create and maintain knowledge.
- Lots of options to tweek and customise the KB. With many of the problems we've had, we've been able to workaround them leaving only 1 or more key fundamental issues stopping this being a fairly perfect all round tool.
- Search is generally good and happy with finding what they need in comparison with other platforms such as SharePoint.
- Bulk editing
- Language Options
- A lot of us feel one of the top KM tools in terms of functionality in the market simplifying the way to create and maintain knowledge.
- Lots of options to tweek and customise the KB. With many of the problems we've had, we've been able to workaround them leaving only 1 or more key fundamental issues stopping this being a fairly perfect all round tool.
What do you dislike about the product?
High level main fundamental issues are centred more around the way in which RA is built.
- Knowledge PAKS advertised as something that will be beneficial. We feel this was never useful for us and that KCS is better for creating valid content.
- RA configuration options are limited for our managed services environment, cannot easily join up our Infrastructure and Service Desk teams without lots of extra technical admin.
- Multiple portals/URLs/Interfaces. Don't really understand why we have to have multiple ways of working with RA. Logging into 1 app would be far easier to use from a user perspective.
- Creating global knowledge across multiple instances of RA is a different process to creating bespoke knowledge for a particular collection.
- Knowledge PAKS advertised as something that will be beneficial. We feel this was never useful for us and that KCS is better for creating valid content.
- RA configuration options are limited for our managed services environment, cannot easily join up our Infrastructure and Service Desk teams without lots of extra technical admin.
- Multiple portals/URLs/Interfaces. Don't really understand why we have to have multiple ways of working with RA. Logging into 1 app would be far easier to use from a user perspective.
- Creating global knowledge across multiple instances of RA is a different process to creating bespoke knowledge for a particular collection.
What problems is the product solving and how is that benefiting you?
- ROI dashboard doesn't really help us in calculating the difference of using RA and the benefits that come with doing that e.g. here are all the times are user was about to log an incident and here are the knowledge articles that they were able to find/use so we can determine that we have solved their issue. We can see what Knowledge is used but can't see where particular users have viewed them. The system could therefore do a better job at telling us how much efficiency it has provided.
- The fact we can use this tool with multi lingual teams is a real plus
- We've been able to enable Self Service to an extent using RA as the background system for that.
- Largely supported our KCS roll out to our support teams
- The fact we can use this tool with multi lingual teams is a real plus
- We've been able to enable Self Service to an extent using RA as the background system for that.
- Largely supported our KCS roll out to our support teams
Recommendations to others considering the product:
"Every company is different, and may call for a specific Knowledge Management Software solution that will be fit for their company size, type of customers and employees and even specific niche they support. You should not count on getting a perfect app that will be suitable for every company no matter what their background is."
Also, if you have a full ITSM suite, you could use it perfectly fine but misses some key functionality that RA has. It has some way to go to fully enable from a permissions and architecture model integrating into a managed services environment like ours but our hope is that through our relationship and accelerated development, we can reach this outcome together.
Also, if you have a full ITSM suite, you could use it perfectly fine but misses some key functionality that RA has. It has some way to go to fully enable from a permissions and architecture model integrating into a managed services environment like ours but our hope is that through our relationship and accelerated development, we can reach this outcome together.
Customer Support Knowledge Manager
What do you like best about the product?
Not only do they offer a great KCS verified Knowledge Management tool, customizable dashboards via the Upland Analytics tool, but the Upland RightAnswers team truly cares about your success! We feel like we have a true partner helping us to accomplish our goals!
What do you dislike about the product?
Occasionally, we would have liked our requested enhancements to be released sooner than they were able to deliver, but that is simply the nature of the software business.
What problems is the product solving and how is that benefiting you?
We use RightAnswers to perform KCS practices in our Customer Support team. In addition, we are in the process of expanding these practices to other areas/departments within our company and offering a self service portal to our customer base.
We have experienced the benefits of "just in time" knowledge being shared across the company which helps us to provide better customer service!
We have experienced the benefits of "just in time" knowledge being shared across the company which helps us to provide better customer service!
A useful Knowledge Management tool
What do you like best about the product?
RightAnswers provides an approachable interface allowing your team to easily input knowledge into a central repository. The interface makes it clear on how to ensure that articles can easily be found. For best results, you will likely want to invest the time in the KCS methodology which RightAnwsers supports as this turns it from a text based editing tool to a fully fledged demand driven knowledge base that improves both time to resolution and first call resolution in your organisation.
What do you dislike about the product?
Although regular updates are provided by the vendor, it still stands to reason that the interface in some areas feels a little less optimal than you might want. Where the process to getting things in to they system requires too many steps (for example having to create a new article for an attached document and then link that document to the knowledge) the amount that knowledge workers become willing to contribute.
The vendor is responsive to these concerns and do constantly push out updates with a high level of user focus.
The vendor is responsive to these concerns and do constantly push out updates with a high level of user focus.
What problems is the product solving and how is that benefiting you?
We are able to share knowledge between all of our technology divisions and streamline support and to a limited extent upgrade our self-service environment to bring knowledge closer to our end users. Be aware, that these are long term projects that you will need to invest in.
An excellent Knowledge Management Platform supported by an engaged and knowledgeable team
What do you like best about the product?
The product features are brilliant, but we equally value the ongoing engagement from the Right Answers team who continue to help us make the best use of their product to help deliver our ROI.
What do you dislike about the product?
The product is comprehensive and has excellent knowledge creation and optimisation features. I would like to see enhancements in the Administration Portal to make managing user access and reporting more efficient.
What problems is the product solving and how is that benefiting you?
To provide a trusted single version of the truth which can be communicated flexibly with Customers and internal colleagues providing both the convenience of self-service whilst also reducing operating costs.
We have only been using the platform for a few months so are still in the benefit realization phase
We have only been using the platform for a few months so are still in the benefit realization phase
RightAnswers provides top-notch support and a seamless experience
What do you like best about the product?
Everyone involved with our account is very engaged and provide excellent support. Each time we have a request for assistance with a feature of RightAnswers, our Customer Success Manager and Knowledge Consultant are on the ball with assisting us and ensuring we are ready to roll out new features.
What do you dislike about the product?
We are not huge fans of the licensing models that are offered; however, our Customer Success Manager has been very involved with us throughout our renewal to ensure we are getting the most bang for our buck.
What problems is the product solving and how is that benefiting you?
We use RightAnswers are both for our internal knowledge base and as a self-service knowledge portal for our clients.
RightAnswers is a cutting edge KMS tool.
What do you like best about the product?
If I had to choose I would say the support team. They are very responsive, always professional and our team really values the relationship.
What do you dislike about the product?
RightAnswers could use more customization for the end users. The option for users to be in more than one portal group would enhance the tool.
What problems is the product solving and how is that benefiting you?
With RightAnswers we are able to ensure that our support teams are consistently up to date with all of their procedures they need to help our customers. The ease of use allows are authors to quickly and accurately edit and develop solutions when needed.
We have been able to decrease the average handle time on the phone for some of our support teams because we can display the information in a way that our agents can easily access it.
We have been able to decrease the average handle time on the phone for some of our support teams because we can display the information in a way that our agents can easily access it.
Dependable service and support coupled with expert knowledge management
What do you like best about the product?
We've partnered with RightAnswers for over a decade, acknowledging the value of their knowledge management expertise and products for our organisation. We appreciate the professional yet friendly approach, and have enjoyed dependable service and support throughout.
What do you dislike about the product?
We've experienced some issues with Solution Manager in the past, but it's now much improved.
What problems is the product solving and how is that benefiting you?
We use RightAnswers for our internal self-service portal and knowledge management solutions.
RA and the use of knowledge
What do you like best about the product?
the ability to add documents that are only for my company.
What do you dislike about the product?
not having the needed api's for our ITSM product
What problems is the product solving and how is that benefiting you?
the ability of tech to have the access of knowledge and the ability to FCR
Recommendations to others considering the product:
none good or bad, it does what is required.
Knowledge Management made easy
What do you like best about the product?
We've been working with Upland RightAnswers for several years and absolutely love what the tool has to offer. With seemingly endless features (some of which we have yet to even tap into), it is never been easier to create and maintain knowledge. The support team is super easy to work with and is extremely responsive. They've been able to resolve almost all of our issues/concerns and have also built in some of our company's suggestions into future releases. Whether it's training, customization requests, or problem solving, Upland RightAnswers has you covered!
What do you dislike about the product?
There is nothing that I dislike with Upland RightAnswers.
What problems is the product solving and how is that benefiting you?
Our company supports over 2,000 products and we use RA to build out an expansive knowledge base for both our customers and internal Help Desk. With regular upgrades to RA, they continue to roll out new features that we can use to ensure our customers/Help Desk are able to find and use the resources needed to resolve issues and questions. There is also a vast collection of reports that we use to identify trends and opportunities in the knowledge space.
Recommendations to others considering the product:
I would highly recommend looking into seeing if RightAnswers would be a fit for you. Look into their products, meet with them to discuss options, test their tools out. The chances are high that Upland RightAnswers would be able to meet your needs.
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