RightAnswers Custom Content Kick-Off North Dakota University System 6/15/2015 Presented by: Brett...
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Transcript of 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.
Proprietary: For Approved RightAnswers Use Only 3
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
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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
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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
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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
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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?
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Custom Content Methodology - Agenda
Identify
Create
Maintain
Measure
RightAnswers Custom Content Assessment FormThe What
Solution Manager
RightAnswers Style Guide
Knowledge Cycle Content Effectiveness
Enrich
RightAnswers Knowledge Analytics
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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
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Create – What We Can Do
Solution Manager
› Ability to submit content to RightAnswers
› Track submissions requests
› Training included during Solution Manager Part 1
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Create – What We Can Do
› 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
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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
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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
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Create - What You Can Do
› 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.
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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?
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Custom Content Methodology - Agenda
Identify
Create
Maintain
Measure
RightAnswers Custom Content Assessment FormThe What
Solution Manager
RightAnswers Style Guide
Knowledge Cycle Content Effectiveness
Enrich
RightAnswers Knowledge Analytics
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Enrich - What We Can Do
› Content Authoring
› Editing
› Structuring / Formatting
› Taxonomy Management
› Meta Tagging/Search Tuning/Keywords
› Images
› Hyperlinks
› Diagnostic Tree Management
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Enrich – What We Can Do
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
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Enrich – What We Can Do
Before After
Narrative style Not self-service
oriented Difficult to follow
Structured SolutionOptimized for SearchKey words &
Taxonomy
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Enrich - What You Can Do
› RightAnswers Style Guide› Provides the
information to create solutions based on RightAnswers Knowledge professional experience
› Best Practices
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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…”.
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Custom Content Methodology - Agenda
Identify
Create
Maintain
Measure
RightAnswers Custom Content Assessment FormThe What
Solution Manager
RightAnswers Style Guide
Knowledge Cycle Content Effectiveness
Enrich
RightAnswers Knowledge Analytics
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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
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Maintain – What You Can Do
› Review ticketing system logs
› Submit maintenance requests through Solution Manager
› Solicit feedback and trends from your Support Analysts
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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
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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
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Publishing Overview
Custom Content
Content Effectivenes
s
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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!
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Contact Us – We’re here to help
› Content Team:› Brett Norton; Lead Technical Writer & Editor
› Support› [email protected]