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RightAnswers Knowledge Solution Bolsters Knowledgebase to Enhance IT Support
Edison, New Jersey (PRWEB) July 17, 2014
RightAnswers, Inc., the #1 provider of cloud-based knowledge management products and services for delivering SmartService, is pleased to announce that AAA Allied Group has installed RightAnswers Knowledge Service for ServiceNow to enhance its IT support by providing pre-packaged knowledge on common software applications.
AAA Allied Group is the 12th largest club in the AAA family of clubs. Located in Cincinnati, Ohio, it provides IT support to 1,500 employees in offices in Kansas, south central Ohio, eastern Kentucky, eastern Connecticut and southwest West Virginia.
In 2013, AAA Allied Group installed a ServiceNow ITSM for its internal support and populated a knowledgebase with articles specific to AAA and its custom applications. But it soon became evident that many support questions involved off-the-shelf software products, such as How do I schedule a meeting in Microsoft Outlook?
I was overjoyed to find RightAnswers at the Knowledge14 conference in April, 2014, and to learn about the RightAnswers knowledge offering that seamlessly integrates into ServiceNow, said Rob Pickering, VP Information Services, AAA Allied Group. RightAnswers Knowledge Service for ServiceNow contains more than 90,000 current support articles on more than 500 common software applications, delivered specifically for the ServiceNow environment.
After a successful proof-of-concept in which 700 articles on Microsoft Office and OneNote were brought into the AAA Allied Groups ServiceNow ITSM, the RightAnswers implementation team handled the easy migration of the remaining articles into ServiceNow. Searches of the AAA Allied Groups knowledgebase dynamically include the RightAnswers articles, and end-users were already finding and using RightAnswers solutions even before the migration was complete.
The quality of the articles is great and I was very pleasantly surprised with the wealth of knowledge articles and applications covered, such as SolarWinds Orion, and even knowledge for ServiceNow products themselves, which makes it so valuable to us. RightAnswers knowledge is better written and more consistent than what we tried to write ourselves, and the time-savings is huge. The detail is sufficient to avoid opening an incident, which is our main goal, and I love that there are lots of screen shots. That makes the knowledge more valuable to the end-user. RightAnswers knowledge is a tremendous benefit to companies using ServiceNow, stated Pickering.
RightAnswers also offers RightAnswers SmartService for ServiceNow, a complete knowledge offering and a Certified ServiceNow Integration that seamlessly integrates into the ServiceNow ITSM. RightAnswers SmartService for ServiceNow includes the RightAnswers authoring tool, agent portal and web and mobile self-service portals, as well as tools for social collaboration, video creation, knowledge federation, reporting and more.
These offerings indicate our ongoing commitment to ServiceNow as a technology partner. One of these two offerings will be applicable to all companies that have made the decision to go with the ServiceNow ITSM and provide immediate value, said Bill Pollie, EVP Sales and Business Development, RightAnswers.
For more information on RightAnswers Knowledge Service for ServiceNow or RightAnswers SmartService for ServiceNow, visit rightanswers.com.
RightAnswers is the #1 provider of cloud-based knowledge management, web and mobile self-service and social knowledge solutions enabling clients to deliver SmartService. Our 450+ clients around the globe use RightAnswers seamlessly integrated with their CRM, ITSM or other customer service software, to provide stellar support experiences while saving millions of dollars a year. For more information, visit rightanswers.com.
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