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  • 5 Secrets to Service Desk Success 5 Secrets to Service Desk Success Simon Yelsky, VP of Product Management & Presales, RightAnswers & Gary Schwartz, VP of Marketing, RightAnswers Recorded: Dec 15 2016 31 mins
    Are you challenged with supporting more applications while trying to bring down costs?

    Attend this webinar to learn how to increase the productivity of your service desk and improve employee and customer satisfaction. You will learn how to:

    • Create consistent knowledge articles
    • Keep your support agents engaged with your knowledge so they keep the knowledgebase up-to-date
    • Increase self-service adoption so calls are deflected
    • Make it easy to view knowledge from all your sources in one place
  • Transforming Support Across the ServiceNow Enterprise Transforming Support Across the ServiceNow Enterprise Bill Pollie, EVP Global Sales and Business Development, RightAnswers Recorded: Oct 20 2016 32 mins
    Good news for ServiceNow users: You can now extend the power of ServiceNow across the enterprise!

    ServiceNow now handles not just support tickets but also cases for all departments, such as Customer Service, Finance, HR and so on.

    But to be effective, the knowledge each department is creating has to be easy to use and easy to find. As more people create knowledge, it becomes even more important to build it the right way.

    Join this 30-minute webinar where we will show how to:

    • Create and manage knowledge for maximum efficiency and usability
    • Ensure that high-quality knowledge is being created
    • Bring best practices in knowledge creation and maintenance
    • Increase collaboration and sharing across the enterprise
  • Bolster Customer Support Efficiency and Productivity on Salesforce Bolster Customer Support Efficiency and Productivity on Salesforce Simon Yelsky Recorded: Jun 29 2016 11 mins
    As customer service pressures mount, outdated technologies will struggle to keep up. Fortunately, RightAnswers, available on Salesforce AppExchange and integrated with Salesforce, brings the right answers to the right people in the shortest amount of time.
  • Creating a High-Quality Knowledge Base Creating a High-Quality Knowledge Base Simon Yelsky Recorded: May 5 2016 42 mins

    If you’ve ever watched MasterChef, you know that the pantry is stocked with only the finest ingredients – a prerequisite for any great meal. And the home cooks’ dishes are judged not only on their flavor but also on how they look. There are a couple of lessons here for your customer service:

    - Without a basis in quality, you can’t provide a great customer experience; and
    - Presentation matters

    Learn about the ingredients that determine knowledge quality and enable you to provide superior customer support experiences:

    - How to write high-quality knowledge articles
    - How to design article templates for the most effective knowledge delivery
    - KCS article quality index (AQI) considerations

    You will also see a demo of the RightAnswers automated Knowledge Quality tool that improves the quality of your knowledge as it’s being created, eliminating manual operations – because you have enough on your plate already!

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