Updated RightAnswers Service Simplifies Search for HelpBy Michael Caton | Posted 2004-03-15 Email Print
Support knowledge base Knowledge-Paks Online uses a feedback mechanism to learn and send the most likely solutions to the top of the list, but asking the right questions is crucial.
It's hard to find good help these days, at least when you need to search a support knowledge base for answers to support questions. RightAnswers' Knowledge-Paks Online tries to remedy this and does simplify finding answers, although, in my tests, the quality of the answer largely depended on the quality of the question.
The online service is priced at $500 per named seat per year for support analysts and $3 per user per year for end-user self-support. Launched at www.rightanswers.com this month, the service is an update to RightAnswers' namesake service.
Narrowing searches is easier in this version: I just clicked through a list of topics, then chose a specific application to narrow the search.
RightAnswers aggregates troubleshooting and how-to information about products from vendor support information. Knowledge-Pak Online's feedback mechanism helps the system learn and thereby elevate the most likely solutions to the top of the list.