rightanswers custom content kick-off north dakota university system 6/15/2015 presented by: brett...

RightAnswers Custom Content Kick-Off

North Dakota University System04/18/23

Presented by:

Brett Norton

Proprietary: For Approved RightAnswers Use Only 2

Introduction - Background

› RightAnswers is a self-service software and content company that works with industry-standard service desk and knowledge management products.

› We are a recognized leader in knowledge solutions for the Help Desk, Self Service, and Outsourcing markets.

› We provide the software, services, content and client success programs necessary to ensure self-service effectiveness. Our industry-standard Knowledge-Pak® libraries cover over 200 software titles while continuing to provide help desk technicians with integrated access to more than 120,000 solutions.

› We have technical integrations with virtually every major vendor in this well-established market.

› These relationships have enabled us to attract a global client base including Fortune 1000 companies, government agencies, universities, and hospitals.


Custom Content Methodology - Agenda

Identify

Create

Maintain

Measure

RightAnswers Custom Content Assessment FormThe What

Solution Manager

RightAnswers Style Guide

Knowledge Cycle Content Effectiveness

RightAnswers Knowledge Analytics

Enrich


Identify - Custom Content Assessment Form


Identify - The What

› Any content that is specific to your organization is considered Custom Content. It can span:› Proprietary Applications› Hardware or Software› Business Process &

Policies Descriptions› Function-Specific Steps

and Instructions


Identify - Source of Content

› Content can by any form, any shape, any size› Text file, Word, PDF, html

› Documents in current Knowledge Management environments

› Closed tickets that led to successful resolutions

› Notes on analysts workstation used to solve issues

› Shared documents on network drive


Identify – Content Shape and Sizes


Identify - Expectations and What Matters

› Custom content is a key component of the self-service success

› Self service users expect 100% coverage and are not always told what content is available to them

› Custom content clients see a higher rate of user success and lower tickets opened

› Seed your content with quality over quantity› Make sure all identified topics have content at launch

› 50% coverage of all identified areas› Content for the sake of avoiding calls and improving user

experience, not for the sake of having a knowledge base› Subset of solutions can help close a majority of tickets


Identify - Q&A

› Have you started to identify areas to cover for Self-Service/Support Analyst?

› What is the state of your content?

› Have you detailed a timeline for your content roll-out?



Identify

Create

Maintain

Measure


Solution Manager



Enrich



Create - Author Content

› Three methods to create custom content› What We Can Do:

› Submit content to RightAnswers via Solution Manager› Solution templates

› What You Can Do:› Author, publish, and create your own content via Solution

Manager

› Combination of both


Create – What We Can Do

Solution Manager

› Ability to submit content to RightAnswers

› Track submissions requests

› Training included during Solution Manager Part 1



Solution Templates



› Time expectations› Send small initial batch

› 15 – 25 Solutions› Proportionally longer to publish first batch› 1 ½ - 2 Weeks

› Subsequent batches› Typical turnaround time is 1-3 weeks depending on batch size› We can work with your timeframes and deadlines

› Maintenance › Edits are handled on an as-needed basis through Solution Manager


Create - What You can Do

› Online Solution Manager› Ability to:

› Create custom taxonomy› Author custom solutions› Customize existing RightAnswers solutions› Maintain existing custom solutions› Apply custom formatting› Utilize your team of writers to manage Custom Knowledge


Create - What You Can Do

› Unlimited amount of custom solutions

› Solutions created in Solution Manager are owned and maintained by the client

› RightAnswers can pass ownership of Custom Solutions we have authored and published to you.› All custom solutions› Selected custom solutions



› Two 1 hour training sessions

› Consist of:› Part 1

› Functionality and ‘How to:’ training

› Part 2› RightAnswers Methodology› RightAnswers Best Practices› RightAnswers Style Guide overview

› Training will be setup through Client Services based on your availability› Part 1 recommended when you are ready to begin

authoring or submitting custom content.


Create - Q&A

› Which method of authoring do you see yourself taking advantage of:› Submit content to RightAnswers to author?› Solution Manager?› Combination?

› Do you have a team of writers that will utilize Solution Manager?

› Do you have a timetable/deadline for submitting content/publishing content?



Identify

Create

Maintain

Measure


Solution Manager



Enrich



Enrich - What We Can Do

› Content Authoring

› Editing

› Structuring / Formatting

› Taxonomy Management

› Meta Tagging/Search Tuning/Keywords

› Images

› Hyperlinks

› Diagnostic Tree Management


Enrich – What We Can Do

Student Faculty/Staff



Student Account and Network1. How To: Obtain a user account. 2. How to: Change my account password. 3. How to: Change my username.

Around the University1. How to: Gain access to the online Library

resource databases. 2. How to: Reserve electronic equipment such as

a DVD player. 3. My campus card is not working to print at

campus labs.4. How to: Obtain support for my personal

computer

Student Course Management1. I can not login into Blackboard/WebCT/SCT

Banner. 2. How to: Access Blackboard/WebCT/SCT

Banner. 3. How to: Access Blackboard/WebCT/SCT

Banner from AOL.

Faculty Account and Network1. How to: Share files with my students and

research team members. 2. How to: Request for retention of computer

privileges for retirees. 3. My Account has been removed or disabled by

mistake

Around the Office1. My voicemail is not working. 2. How to: Set up my voicemail. 3. How to: Gain access to the online Library

resource databases.

Faculty Course Management1. How to: Get my course created on

Blackboard/WebCT/SCT Banner 2. How to: Register my students in my

Blackboard/WebCT/SCT Banner course 3. How to: Use something other than

Blackboard/WebCT/SCT Banner to set up a web site for my course

Predefined Q&A



Before After

Narrative style Not self-service

oriented Difficult to follow

Structured SolutionOptimized for SearchKey words &

Taxonomy


Enrich - What You Can Do

› RightAnswers Style Guide› Provides the

information to create solutions based on RightAnswers Knowledge professional experience

› Best Practices


Enrich - Q&A

› Do you have a taxonomy developed?› Many clients use the current subject tree from

their ticketing system

› Do you want a specific version number in the title of your solutions?

› Are there any special changes to sentence structure that you have? For example changing a SA call script from, “Instruct the user….” to “ You should…”.



Identify

Create

Maintain

Measure


Solution Manager



Enrich



Maintain – What We Can Do

› Content Effectiveness› We notice the need for custom content› We will help you create content requests

› Knowledge-Cycle› Answers to standard content questions › Receive a response within one business

day› Two Methods:

› Sent directly to RightAnswers› Sent directly to customer with option to forward to

RightAnswers

› Assist in reviewing your ticketing system logs

Knowledge Cycle

Content Effectiveness


Maintain – What You Can Do

› Review ticketing system logs

› Submit maintenance requests through Solution Manager

› Solicit feedback and trends from your Support Analysts



Identify

Create

Maintain

Measure


Solution Manager




Enrich


Measure – What You Can Do

› The portal offers many reports to measure content effectiveness:› Top Custom Solution Views by Count› Custom Solution Summary by Date› Solution Summary by Title› Top Searches by Count


Publishing Overview

Custom Content

Content Effectivenes

s


Questions


Next Steps

› E-mail your availability to setup Solution Manager training when you are ready to start your Custom Content

› Complete and submit Custom Content Assessment Form

› Start gathering your custom content!


Contact Us – We’re here to help

› Content Team:› Brett Norton; Lead Technical Writer & Editor

› [email protected]

› Support› [email protected]

mailto:[email protected]

mailto:[email protected]

rightanswers custom content kick-off north dakota university system 6/15/2015 presented by: brett...

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content shape

content company

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approved rightanswers

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identified areas content

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