Foundation Knowledge-Paks®

RightAnswers' Foundation Knowledge-Paks are the world's first and largest IT support knowledge base. When deployed within your support management infrastructure, your help desk has access to hundreds of thousands of problem-resolutions for both your support analysts and end-users. Knowledge-Pak titles cover virtually every popular business application from vendors such as Microsoft, Netscape, Novell, Corel, Lotus, Adobe and Symantec. A powerful natural language search engine, coupled with diagnostic trees, step-by-step instructions and hypermedia illustrations make Knowledge-Paks particularly well suited for use by first-level support analysts and self-service enabled end-users. Integrations with every leading support and knowledge management solution give you seamless access to the answers you need, when you need them.

Knowledge-Paks are developed and continually improved using our unique, proven development methodology. This methodology, called the Knowledge Cycle, allows us to continually receive questions from thousands of customers around the globe and use those questions to author new solutions in response to those questions.

What Knowledge-Paks Do For You

RightAnswers' Knowledge-Paks streamline technical support by putting easy-to-find answers at your analysts' and end-users' fingertips. Knowledge-Paks help you:

Reduce Call Volume and Duration: Easy to understand solutions empower your end-users and support analysts to quickly and efficiently find solutions.

Reduce Call Escalation Rates: Comprehensive knowledge available in a user-friendly format allows first level analysts to solve more problems.

Reduce Training Time: We continually update Knowledge-Paks with the latest product information thereby reducing the time it takes analysts to get up to speed on new releases.

Increased Support Quality: With Knowledge-Paks, you can quickly and consistently provide your customers with accurate solutions.

Knowledge-Paks Libraries
Knowledge-Paks are organized into two libraries — providing you the flexibility to choose the right solution for your support strategy.

Support Analyst Library
All of our Knowledge-Paks cover the full range of technical problems/resolutions - from simple (desktop apps) to difficult (networking and operating systems). Organizations that choose this option are empowering support help desk analysts, engineers, power-users and end-users. The Support Analysts Library gives you access to titles such as Operating Systems, Microsoft BackOffice, and Hardware and Disk Utilities as well as the End-User Channels.

Self Service Library
Knowledge-Paks titles most applicable to end-user issues — containing problems that can typically be resolved by the user without outside help. This library makes it economical to support large numbers of end-users in a self-service venue. The Self-Service Library gives you access to titles such as Microsoft Desktop Applications, Internet Applications, Desktop Publishing and Business and Productivity.

The Libraries

Each category contains real-time updated content on the most popular applications within their group. Click here to see a listing of all applications covered.

Choose How You Access Knowledge-Paks

Once you subscribe to Knowledge-Paks, RightAnswers allows you to choose your methods of access:

Knowledge-Paks Online: We have deployed the Knowledge-Paks online to allow you access via the Web. We continuously update this knowledge base as new content is developed, so you will have access to support knowledge for the latest products immediately.

Knowledge-Paks on Site: We also ship the Knowledge-Paks on a regularly updated CD for behind-the-firewall access.

No matter how you choose to access the Knowledge-Paks, you will still benefit from seamless integration and implementation that takes hours, not days or weeks.

  RightAnswers Products

  Knowledge Cycle

  Knowledge-Paks

  Help Desk Self-Service

  Self-Service Best Practices

  Custom Knowledge-Paks

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