1. RightAnswers Custom Content Kick-Off North Dakota University System 6/15/2015 Presented by: Brett Norton

2. 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.

3. Proprietary: For Approved RightAnswers Use Only 3 Custom Content Methodology - Agenda Identify Create Maintain Measure RightAnswers Custom Content Assessment Form The What Solution Manager RightAnswers Style Guide Knowledge Cycle Content Effectiveness RightAnswers Knowledge Analytics Enrich

4. Proprietary: For Approved RightAnswers Use Only 4 Identify - Custom Content Assessment Form

5. Proprietary: For Approved RightAnswers Use Only 5 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

6. Proprietary: For Approved RightAnswers Use Only 6 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

7. Proprietary: For Approved RightAnswers Use Only 7 Identify – Content Shape and Sizes

8. Proprietary: For Approved RightAnswers Use Only 8 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

9. Proprietary: For Approved RightAnswers Use Only 9 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?

10. Proprietary: For Approved RightAnswers Use Only 10 Custom Content Methodology - Agenda Identify Create Maintain Measure RightAnswers Custom Content Assessment Form The What Solution Manager RightAnswers Style Guide Knowledge Cycle Content Effectiveness Enrich RightAnswers Knowledge Analytics

11. Proprietary: For Approved RightAnswers Use Only 11 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

12. Proprietary: For Approved RightAnswers Use Only 12 Create – What We Can Do Solution Manager › Ability to submit content to RightAnswers › Track submissions requests › Training included during Solution Manager Part 1

13. Proprietary: For Approved RightAnswers Use Only 13 Create – What We Can Do Solution Templates

14. Proprietary: For Approved RightAnswers Use Only 14 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

15. Proprietary: For Approved RightAnswers Use Only 15 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

16. Proprietary: For Approved RightAnswers Use Only 16 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

17. Proprietary: For Approved RightAnswers Use Only 17 Create - What You Can Do

18. Proprietary: For Approved RightAnswers Use Only 18 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.

19. Proprietary: For Approved RightAnswers Use Only 19 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?

20. Proprietary: For Approved RightAnswers Use Only 20 Custom Content Methodology - Agenda Identify Create Maintain Measure RightAnswers Custom Content Assessment Form The What Solution Manager RightAnswers Style Guide Knowledge Cycle Content Effectiveness Enrich RightAnswers Knowledge Analytics

21. Proprietary: For Approved RightAnswers Use Only 21 Enrich - What We Can Do › Content Authoring › Editing › Structuring / Formatting › Taxonomy Management › Meta Tagging/Search Tuning/Keywords › Images › Hyperlinks › Diagnostic Tree Management

22. Proprietary: For Approved RightAnswers Use Only 22 Enrich – What We Can Do StudentFaculty/Staff

23. Proprietary: For Approved RightAnswers Use Only 23 Enrich – What We Can Do Student Account and Network 1.How To: Obtain a user account. 2.How to: Change my account password. 3.How to: Change my username. Around the University 1.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 Management 1.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 Network 1.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 Office 1.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 Management 1.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

24. Proprietary: For Approved RightAnswers Use Only 24 Enrich – What We Can Do BeforeAfter  Narrative style  Not self-service oriented  Difficult to follow Structured Solution Optimized for Search Key words & Taxonomy

25. Proprietary: For Approved RightAnswers Use Only 25 Enrich - What You Can Do › RightAnswers Style Guide › Provides the information to create solutions based on RightAnswers Knowledge professional experience › Best Practices

26. Proprietary: For Approved RightAnswers Use Only 26 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…”.

27. Proprietary: For Approved RightAnswers Use Only 27 Custom Content Methodology - Agenda Identify Create Maintain Measure RightAnswers Custom Content Assessment Form The What Solution Manager RightAnswers Style Guide Knowledge Cycle Content Effectiveness Enrich RightAnswers Knowledge Analytics

28. Proprietary: For Approved RightAnswers Use Only 28 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

29. Proprietary: For Approved RightAnswers Use Only 29 Maintain – What You Can Do › Review ticketing system logs › Submit maintenance requests through Solution Manager › Solicit feedback and trends from your Support Analysts

30. Proprietary: For Approved RightAnswers Use Only 30 Custom Content Methodology - Agenda Identify Create Maintain Measure RightAnswers Custom Content Assessment Form The What Solution Manager RightAnswers Style Guide Knowledge Cycle Content Effectiveness RightAnswers Knowledge Analytics Enrich

31. Proprietary: For Approved RightAnswers Use Only 31 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

32. Proprietary: For Approved RightAnswers Use Only 32 Publishing Overview Custom Content Content Effectiveness

33. Proprietary: For Approved RightAnswers Use Only 33 Questions

34. Proprietary: For Approved RightAnswers Use Only 34 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!

35. Proprietary: For Approved RightAnswers Use Only 35 Contact Us – We’re here to help › Content Team: › Brett Norton; Lead Technical Writer & Editor › bnorton@rightanswers.com bnorton@rightanswers.com › Support › support@rightanswers.com support@rightanswers.com