# Upland RightAnswers Reviews **Vendor:** Upland Software **Category:** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base) **Average Rating:** 4.5/5.0 **Total Reviews:** 48 ## About Upland RightAnswers RightAnswers is the leading KCS v6 verified knowledge management platform purpose-built for complex enterprises needing scalable, AI-powered support solutions. With over 20 years of experience providing enterprise knowledge management solutions to some of the world’s largest companies. We have proven scalability to support customers in excess of 2M searches monthly with user populations of over 200,000. With flexible AI options including BYO AI, AI Approver Review, Gen Answers API, and more, RightAnswers transforms how organizations handle technical support. The platform seamlessly integrates across entire tech stacks, enabling L1 agents to handle L2/L3 issues while empowering customer self-service. Organizations can dramatically reduce resolution times, scale operations without adding headcount, and maintain perfect accuracy across exploding product portfolios. RightAnswers turns technical complexity into competitive advantage through intelligent knowledge creation, curation, and delivery. RightAnswers transforms support chaos into confidence by combining battle-tested knowledge management with intelligent AI, empowering both agents and customers to solve complex technical challenges at expert speed. Our KCS v6 verified platform turns every support interaction into a powerful resolution engine – enabling L1 agents to handle L2/L3 issues, slashing resolution times, and scaling support operations without adding headcount. While others offer tools, we deliver a complete solution that makes technical complexity your competitive advantage. Our Unique Selling Points (USPs) - KCS v6 Verified - 23 years of proven KM expertise across consulting & product - RightAnswers X- make knowledge available wherever agents work without added cost. - Connected Knowledge framework - Embedded and flexible AI options - Scalable, configurable enterprise ready Why RightAnswers is the right AI knowledge management platform for you: 1) Next-Generation Technical Support with Intelligent Knowledge Automation -Accelerate time-to-value: RightAnswers comes with 30,000+ pre-built knowledge articles (K-Paks), so you start seeing measurable value from Day 1. -Create and curate knowledge intelligently: With AI-driven content authoring, duplication detection, and AI knowledge lifecycle management, teams achieve up to 85% faster content creation and 90% faster quality control, ensuring your knowledge stays current, compliant, and clean. -Knowledge in the flow of work: RightAnswers seamlessly integrates with CRM, ITSM, and self-service systems, ensuring agents and customers access precise answers where they already work, cutting search time by nearly 50% and boosting resolution accuracy to 80%+. 2) Conquer Enterprise Complexity with Configurability that Fits You -Built for scale: Unlike other KM platforms, RightAnswers speaks the language of large, technical support organizations, built to support thousands of agents, complex workflows, and multi-system dependencies without friction. -Configurable to your reality: Every process, permission, and workflow can be tuned to your organization’s needs from role-based access control to automated retirement policies, ensuring security and governance at enterprise scale. -Connect your entire ecosystem: RightAnswers connects effortlessly with leading CRMs and ITSMs, ensuring every ticket, interaction, and self-service portal draws from the same accurate knowledge source eliminating silos and reducing escalations. 3) Knowledge Expertise that Drives Measurable Results -KCS leadership you can trust: As the world’s first KCS v6 Verified platform with certified trainers and consultants, RightAnswers embeds KCS best practices directly into your workflows, touching various focus points where knowledge is needed, enabling faster adoption and measurable performance improvements. -Backed by decades of innovation: With 23+ years of knowledge management and contact-center leadership, RightAnswers brings the proven frameworks replicable in various use cases to operationalize knowledge and scale globally. -Partnership beyond software: Our experts work with you to align strategy, metrics, and enablement, ensuring your knowledge program drives higher CSAT, lower cost-to-serve, and sustainable adoption across every department. ## Upland RightAnswers Pros & Cons **What users like:** - Users find the **ease of use** of Upland RightAnswers beneficial for onboarding and productivity enhancement. (10 reviews) - Users commend the **responsive customer support** of Upland RightAnswers, ensuring quick assistance during critical situations. (5 reviews) - Users appreciate the **robust tools and AI capabilities** of RightAnswers, streamlining workflows and enhancing productivity. (5 reviews) - Users value the **efficient knowledge management** of Upland RightAnswers, enhancing workflows and saving significant time. (4 reviews) - Users value the **efficient AI search capabilities** of Upland RightAnswers, enhancing productivity with quick and smart answers. (3 reviews) - Flexibility (3 reviews) - Users find Upland RightAnswers **helpful** for decision-making, research, and productive prioritization of tasks with smart insights. (3 reviews) - Templates (3 reviews) - AI Technology (2 reviews) - Easy Access (2 reviews) **What users dislike:** - Users often face **software bugs** and slow response times, making customization and issue resolution frustratingly difficult. (4 reviews) - Users struggle with **AI limitations** in Upland RightAnswers, including ineffective search results and inaccurate responses requiring adjustments. (3 reviews) - Users often face **delays in customization and support** , leading to frustrations with unresolved issues and outdated resources. (3 reviews) - Users express frustration with **slow issue resolution** , conflicting information, and delays in customization processes with Upland RightAnswers. (3 reviews) - Users experience **poor customer support** with long resolution times and insufficient help for complex issues. (3 reviews) - Poor Support Services (3 reviews) - Users find the **learning curve steep** , especially due to overwhelming features and outdated training materials. (2 reviews) - Poor Documentation (2 reviews) - Poor Management (2 reviews) - Update Issues (2 reviews) ## Upland RightAnswers Reviews ### 1. Flexible Partner That Treats Customers with Respect **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** February 23, 2026 **What do you like best about Upland RightAnswers?** I like the flexibility they provide to us. We are a smaller company compared to some of the other customers they have. But they still treat us with respect. There were a lot of requests we've had to ask that were difficult to work with. But I appreciate the work and patience they have with us, as we try and ensure best service to our users. **What do you dislike about Upland RightAnswers?** Some times the information being shared with us can be conflicted. Someone would say one thing and we find out that it's actually slightly different. Also, some times the checks don't feel very thorough. With releases, it can feel like we have to "redo" some fixes or we would tell them that we want to be extra careful because of past issues and it feels like it's not being heard. **What problems is Upland RightAnswers solving and how is that benefiting you?** It is giving us a one-stop shop in our information. We are working on onboarding many groups because it saves them the trouble of having to search different resources, updating multiple data sources. It gives us the benefit of finding the right answer at the right time. We are still working on building the foundational structure to our RA knowledge base, but that is our main focus this year. Ensuring that the data coming in is accurate and that we are also removing the bad data. ### 2. Powerful KB & Reporting, but Slow Support and Customization Delays **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** February 02, 2026 **What do you like best about Upland RightAnswers?** I like their RightAnswers Knowledge Base tool and ability to set multiple review workflows and tracking of version history and approval history. Their Hybrid template is very useful for our customer KB. It's fairly easy to use and onboard new team members. I also like their extremely robust reporting and ability to see every single action taken by users. **What do you dislike about Upland RightAnswers?** I don't like how long it takes to complete customization work, resolve issues and how things just randomly break with no explanation of root cause or resolution steps. Unless its a very simple issue, support cases take months to even figure out the problem let alone resolve the issue. For customization work, it feels like pulling teeth to get a SOW created and even then, things promised are not delivered or inccorectly described. **What problems is Upland RightAnswers solving and how is that benefiting you?** RightAnswers centralizes all our knowledge for both internal teams and customers, eliminating scattered information and inconsistent answers. It helps us find accurate solutions faster, work more efficiently, and provide a better self‑service experience - improving both support quality and productivity. ### 3. Perfect Solution for Company-Wide Knowledge Sharing **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Enterprise (> 1000 emp.) **Reviewed Date:** November 26, 2025 **What do you like best about Upland RightAnswers?** The application fits our need to provide knowledge content to several thousand employees across various states and even outside of the U.S. We can also segment this content for users to easily identify knowledge applicable to their service area and/or jurisdicational area. The user interface is easy to navigate. **What do you dislike about Upland RightAnswers?** There are occassional bugs that interferre with our efficiencies. Not often, and they don't usually last long. We occassionally experience issues with the RightAnswers reporting functionality and need to work closely with RightAnswers support for them to correct these issues. They are prompt to respond and provide udpates along the way. **What problems is Upland RightAnswers solving and how is that benefiting you?** We are exploring the possibility to offer knowledge real-time via our voice channel, based on caller comments. RightAnswers is partnering with us to share what they currently have that may be beneficial and have also shared their roadmap to help us plan for the future. We continue to discuss options. ### 4. My Testimony of RightAnswers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 26, 2025 **What do you like best about Upland RightAnswers?** I really appreciate the structure and the clean layout of the content, as well as how straightforward it is to set up and implement. Our customer support team relies on it regularly. We also make use of the reporting features to monitor usage and identify trends. Our point of contact has been phenomenal, and we feel well supported as we continue to use the software. We're looking forward to all the future releases. **What do you dislike about Upland RightAnswers?** I wish it were easier to integrate our knowledge base with Salesforce. We've been experiencing ongoing issues and setbacks for months, which has made adoption challenging. Some of our technicians struggle to use the knowledge base consistently because they already have so many tools and tabs open, and the Knowledge Base just becomes another tab to manage. Beyond the integration difficulties, I also wish there were a built-in way within the platform to suggest new articles or ask questions about missing information, so that authors could address those gaps directly. Right now, we have to rely on external tools like Slack channels and workflows to collect that kind of feedback, which isn't ideal. **What problems is Upland RightAnswers solving and how is that benefiting you?** Duplicate Detection will be extremely valuable for us. With more than 4,000 articles created by different teams and agents over the years, being able to consolidate this content and more easily clean up outdated knowledge would be a significant help. Additionally, having AI agents to assist in writing articles would make a big difference. As leadership has changed, support for the RightAnswers KCS program has declined, and we are finding it difficult to secure leadership involvement and management support to ensure that KCS authors continue to create and maintain knowledge on a regular basis. ### 5. Needs work **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 26, 2025 **What do you like best about Upland RightAnswers?** Simple to use for novice users, but it's not really designed for power users. The Taxonomy feature is nice. The pre-made content categories in solution templates are helpful, but you also have the flexibility to create your own templates. The HTML cut-and-paste feature is nice. The wand/AI features are nice to DRAFT verbiage. **What do you dislike about Upland RightAnswers?** The search feature is not very usable when you are trying to create links. The neural search algorithm doesn't always work right. Sometimes, certain expected articles aren't found by searches for keywords that are in the article or title/text, even if you set the boost high. I think there needs to be a way to select more than one article at a time and export them as a PDF, instead of one article at a time. Misspelled words, bad punctuation, and grammar errors should be highlighted in red text in the article (as in MS Word or Oxygen) and allow you to correct them by right-clicking on them and selecting suggested corrections. The TinyMCE editor used by RightAnswers is not very feature-rich. **What problems is Upland RightAnswers solving and how is that benefiting you?** Combining contact center articles and knowledge base/help articles in one place is our goal, and the product has a simple enough user interface to allow non-writers to draft articles. The built-in and customizable workflows are useful for the authoring, review, editing, and publishing processes. The product encourages topic/article-based writing. ### 6. Limited platorm, but CSM support is amazing! **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Enterprise (> 1000 emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Upland RightAnswers?** Our CSM provides exceptional support, consistently going above and beyond to assist our company. His proactive approach, including ticket creation and immediate responsiveness, is invaluable. This high level of service mitigates some of the platform's drawbacks. During contract renewal, he efficiently addressed our concerns and negotiated a favorable agreement tailored to our needs. **What do you dislike about Upland RightAnswers?** This platform is severely hampered by outdated features and a lack of essential functionalities. The absence of an integrated spell checker necessitates time-consuming manual checks for each article, impacting author productivity. Image editing capabilities are archaic and reminiscent of early 2000's software. Furthermore, the self-service portal lacks customization options, and the process for requesting and implementing changes is cumbersome and requires excessive service hours. **What problems is Upland RightAnswers solving and how is that benefiting you?** The implemented self-service support portal offers customers convenient access to a wealth of DIY resources and troubleshooting information. The simplistic design of the portal allows users to quickly locate helpful content by first selecting their relevant product category. From there, they can explore a range of solutions, FAQs, and guides tailored to their specific product needs. This empowers customers to resolve common issues independently and at their own pace. ### 7. This has been a great experience and would do it again. **Rating:** 5.0/5.0 stars **Reviewed by:** Amber H. | Student Success Advisor, Small-Business (50 or fewer emp.) **Reviewed Date:** March 27, 2025 **What do you like best about Upland RightAnswers?** It provides insight and is helpful when making decision or gathering research. Customer support is excellent and it is easy to implement and integrate especially for frequent usage. There are a number of features that are provided and it appears to be easy to use no matter the technology background the user may have. **What do you dislike about Upland RightAnswers?** Sometimes too many features is overwhelming and can cause a user to stop and not want to use it anymore. Having customer support helps but their availability may not always line up with the users and can discourage future usage. This may be more daunting to the user especially if they don't use technology often and using technology is not their strong suit. **What problems is Upland RightAnswers solving and how is that benefiting you?** As of today, It isn't solving any business problems currently, but I am hoping to improve our usage of technology and implement a more simple and user friendly software that can provide assistance to many different users. Whether they are tech savvy or not, will not matter and will provide assistance to anyone. ### 8. Its very helpful tool **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Graphic Design | Small-Business (50 or fewer emp.) **Reviewed Date:** March 13, 2025 **What do you like best about Upland RightAnswers?** I found the AI search capabilities to be most useful for my work and giving me ready and helpful smart answers i can directly use to my advantage. Its helpful it “detects” the low value calls so we have more time to focus on the really important ones and make our work process more productive l. Overall im happy. **What do you dislike about Upland RightAnswers?** Im not sure there is something that i can characterise as “the least useful” but since i have to put 300 characters in my answer i will force myself to say thar maybe the option to bring our own AI cuz we don’t have one so its not a much of a use to me personally however i can see how its a plus for most people. **What problems is Upland RightAnswers solving and how is that benefiting you?** Upland RightAnswer is solving the problem with new employees with its “AI Guide for contact centers” so thats very helpful for any new team member also its putting less weight on the managers with the new team memeber’s onboarding so thats a great quality amongst all other options. Im happy with it. ### 9. Good for Quick Access to KBs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Internet | Small-Business (50 or fewer emp.) **Reviewed Date:** March 11, 2025 **What do you like best about Upland RightAnswers?** I like the user-friendly interface as well as the effective knowledge segmentation. I can easily access different KBs within a single program. This saves me so much time! I also like how the customer support is responsive. This is crucial for when I need to access something while having a customer on the line and I face an error. **What do you dislike about Upland RightAnswers?** The first thing I noticed is that the training materials is a bit outdated. I'd suggest updating all training materials to match the updates they do on the software. I also don't like how it takes so much time to implement a development request. This is not a big deal as I like the software as it's but I'd really appreciate a quicker action. **What problems is Upland RightAnswers solving and how is that benefiting you?** Easy access to KBs is one of the most important things in the business. Upland Centralizes KBs into single place, which solves the issue of inefficient search and slow issue resolution. Instead of spending hours trying to find the right information for a ticket or a customer request, we're able to easily access that information. ### 10. Successfully integrated and did everything I needed it to do **Rating:** 4.0/5.0 stars **Reviewed by:** Elise W. | Case Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 13, 2025 **What do you like best about Upland RightAnswers?** The effectiveness it provided when needing clear answers in a time sensitive situation. The easiness of using the software was an immense help also, implementation was easy for the team. Any experience we haad with customer support went well. Becuase we use salesforce, there will likely be an increase of use. **What do you dislike about Upland RightAnswers?** I found no downsides of using Upland RighAnswers **What problems is Upland RightAnswers solving and how is that benefiting you?** It's helped with finding info quickly while an agent may be on an active call and needs the next steps as quick as possible ### 11. Powerful AI assisted knowledge. **Rating:** 4.0/5.0 stars **Reviewed by:** Egidijus M. | Warehouse Technician, Small-Business (50 or fewer emp.) **Reviewed Date:** February 07, 2025 **What do you like best about Upland RightAnswers?** RightAnswers has been a huge time saver for our team. The AI assisted search is extremely fast, pulling up the right answers without us having to dig through every source. I also love how AI-generated articles make knowledge creation so much easier - just one click, and it's ready to go! **What do you dislike about Upland RightAnswers?** Sometimes the AI-generated responses need a bit of tweaking to be fully accurate. **What problems is Upland RightAnswers solving and how is that benefiting you?** As a knowledge base that doesn't force us to sift through many different sources. ### 12. Best Business Software **Rating:** 3.5/5.0 stars **Reviewed by:** Ravinder S. | Marketing Manager, Education Management, Mid-Market (51-1000 emp.) **Reviewed Date:** February 12, 2025 **What do you like best about Upland RightAnswers?** Increase Revenue and reduce if you use this software. **What do you dislike about Upland RightAnswers?** This is good, but little bit slow sometime. Some glich while enter the data. **What problems is Upland RightAnswers solving and how is that benefiting you?** I can manage my team in different countries and check the report of every employee in one click. ### 13. We love partnering with Upland RightAnswers! **Rating:** 5.0/5.0 stars **Reviewed by:** Jeremy P. | Head of Customer Education, Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2024 **What do you like best about Upland RightAnswers?** - Outstanding customer and product support teams. - APIs for modern "headless" web application support needs. - The RightAnswers team is very open to building product enhancements and bug fixes with our teams. - Modern content management solutions. **What do you dislike about Upland RightAnswers?** - The User Interface (UI) of the RightAnswers portal (frontend) could be updated, which I know they are already working to modernize. **What problems is Upland RightAnswers solving and how is that benefiting you?** RightAnswers powers our internal knowledge base as well as Help Center for our customers. This allows our employees to consistently and confidently resolve our customer's questions. It also allows our customers to self-service via our Help Center. **Official Response from Stefanie Lourenco:** > We're glad to hear that RightAnswers is making a positive impact on your organization by empowering your employees to confidently resolve customer questions and enabling self-service for your customers. We're always committed to continuously improving our solutions to meet your needs. Stay tuned—exciting updates to the user interface are coming soon! ### 14. My experience was good. I didn’t have any bad feedback for the most part. It was a good experience. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 04, 2025 **What do you like best about Upland RightAnswers?** What I like best about land right answers is that it is easy to use and get the answers that I'm looking for to help me on a project or dealing with a work situation. **What do you dislike about Upland RightAnswers?** Do not dislike anything about Upland writing answers so far I've had a great experience **What problems is Upland RightAnswers solving and how is that benefiting you?** Work belated to any business I'm working on a project ### 15. Great Customer Support and Ease of Use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 02, 2024 **What do you like best about Upland RightAnswers?** RightAnswers is great to use, once it is implimented. The admin console is intuative, easy to learn, and easy to use overall. Customer support is excellent, CSMs are quick to respond to any issues. **What do you dislike about Upland RightAnswers?** Sometimes development requests take a considerable amount of time to impliment. **What problems is Upland RightAnswers solving and how is that benefiting you?** The ability to silo different knowledge bases, in one program is a huge benefit for the work that I do. I work with technicians that are servicing multiple clients, and it is of the utomost importance that the KB for 1 client, be seperated from another client. This is also true for our technicians, being able to silo documentation for individual clients, helps our technicians find the best solutions, taylored specifically for that client quickly. **Official Response from Stefanie Lourenco:** > Thank you for your feedback! We're thrilled to hear that you find RightAnswers intuitive and easy to use. It's great to know that our customer support and CSMs have been responsive and helpful. We understand that development requests can sometimes take longer than expected, and we appreciate your patience. We're continuously working on improving our processes to address these concerns more efficiently. We're glad that the ability to silo different knowledge bases in one program is benefiting your work. It's crucial for technicians to have tailored documentation for each client, and we're pleased that RightAnswers helps streamline this process for you. Thank you for sharing your experience! ### 16. The Gold standard of KM applications **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** June 18, 2024 **What do you like best about Upland RightAnswers?** There are so many great things to mention about this product. I love working with the Upland staff, who always deliver as promised. I really like how RightAnswers positions itself as an enterprise search solution at scale. Organizations who value knowledge management and leverage RightAnswers as their technology will also transform rapidly in the AI world to come. **What do you dislike about Upland RightAnswers?** While support for RightAnswers has improved over time, additional staff may be needed to keep up with the rate at which the customer base it growing. **What problems is Upland RightAnswers solving and how is that benefiting you?** RightAnswers helps to solve several enterprise problems. For example, RA helps to keep documentation compliant when using the built in or custom workflows. The application benefits our user base by providing accurate information at the right time. RA is easy to configure and navigate. This removes the dependancy on the vendor for us to execute plans as needed. **Official Response from Stefanie Lourenco:** > We're thrilled to hear that you have had such a positive experience with everyone at Upland and that RightAnswers has been valuable in positioning itself as an enterprise search solution. We strive to set our customers up for success and are happy to hear that you are enjoying your experience. We appreciate your feedback and are committed to continuously improving our support to keep up with our growing customer base. ### 17. Helps drive continuous improvement and present flexible, proactive, timely content to our customers **Rating:** 5.0/5.0 stars **Reviewed by:** Jon D. | IT Core Technology Manager, Enterprise (> 1000 emp.) **Reviewed Date:** July 05, 2024 **What do you like best about Upland RightAnswers?** RightAnswers' product is fast, responsive and flexible to our needs. We use it to provide service across thousands of customers 24/7. In practice it's been robust, effective and easy to use - vastly reducing support demand coming through traditional channels, and enabling us to provide value-add for our customers. Support from RightAnswers has been proactive and timely throughout our relationship, and always professional yet friendly. Highly recommended. **What do you dislike about Upland RightAnswers?** Ideally I'd like even more flexibility in the product, although in fairness it is continually evolving and improving through regular updates. **What problems is Upland RightAnswers solving and how is that benefiting you?** Significant reduction / elimination of traditional ticket-based support demand ("shift left") Improved customer experience Attractive, proactive content presentation to the business 24/7 availability across multiple devices **Official Response from Stefanie Lourenco:** > Thank you for your glowing review! We're delighted to hear that RightAnswers is fast, responsive, and flexible to your needs and that it has significantly reduced support demand while adding value for your customers. It's wonderful to know that our support team has been proactive, timely, professional, and friendly throughout your experience. We appreciate your feedback on wanting even more flexibility in the product. We're committed to continuous improvement and will keep enhancing RightAnswers to meet your evolving needs. It's great to hear that RightAnswers has helped you shift away from traditional ticket-based support, improve customer experience, and provide attractive, proactive content 24/7 across multiple devices. Thank you for your high recommendation and for sharing your positive experience! ### 18. Excellent Service at Uplands RigthAnswers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** September 16, 2024 **What do you like best about Upland RightAnswers?** Ease of Use, Integrates with other sofrware products, excellent Customer Relations, excellent Support services, **What do you dislike about Upland RightAnswers?** I honestly can't say anything negative. Always a positive experience **What problems is Upland RightAnswers solving and how is that benefiting you?** We needed a Knowledge base for our Help Desks to use and RightAnswers was a good fit. Smooth Implementation. Ease of use. ### 19. Great tool for creating and maintaining our knowledge content **Rating:** 5.0/5.0 stars **Reviewed by:** Kim D. | Sr Knowledge Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** June 12, 2024 **What do you like best about Upland RightAnswers?** Features that allow us to easily maintain our knowledge base content so that it is relevant, accurate and searchable. **What do you dislike about Upland RightAnswers?** Not easy to integrate with some of our other applications. **What problems is Upland RightAnswers solving and how is that benefiting you?** We have achieved great self service scores and first call resolution. **Official Response from Stefanie Lourenco:** > Thank you for your feedback! It's great to hear that RightAnswers has helped you achieve high self-service scores and first call resolution rates. We are committed to providing valuable solutions to meet your needs and are continuously working to improve our compatibility with various applications. ### 20. Mature, feature rich, continuously improving, KCS v6 Verified **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob W. | Enterprise (> 1000 emp.) **Reviewed Date:** March 01, 2023 **What do you like best about Upland RightAnswers?** Great support for Knowledge-Centered Service methodology, superior/tunable search, excellent features like decision trees, 3 major feature releases a year which have included our RFEs, great vendor to work with. **What do you dislike about Upland RightAnswers?** We have encountered several bugs, some of which have taken considerable effort in working with support to resolve. **What problems is Upland RightAnswers solving and how is that benefiting you?** Effective knowledge management capabilities, including customer self-service. ### 21. Exceptional **Rating:** 5.0/5.0 stars **Reviewed by:** Kurtwood S. | Customer Service Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 23, 2021 **What do you like best about Upland RightAnswers?** International service and how great the company assit with getting what is needed. **What do you dislike about Upland RightAnswers?** Would love responses in a more ti ely manner. **Recommendations to others considering Upland RightAnswers:** Cumputer games information. **What problems is Upland RightAnswers solving and how is that benefiting you?** The accurate information that is gain and there is no need to second guess information provided. ### 22. Worst **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Computer Networking | Small-Business (50 or fewer emp.) **Reviewed Date:** December 17, 2021 **What do you like best about Upland RightAnswers?** Content is the worst thing no proper information to enhance the knowledge around subject **What do you dislike about Upland RightAnswers?** I do have any complaints about it. It is not as per expected **What problems is Upland RightAnswers solving and how is that benefiting you?** Gaining knowledge around subject **Official Response from Stefanie Lourenco:** > Thank you for your feedback. We are sorry that our Knowledge-Paks solution did not meet your expectations. Customers that use our off-the-shelf content offering (Kpaks) in conjunction with our knowledge management platform tend to have more successful implementations whereas they have more control over the entirety of the content that makes up their knowledge base. We would welcome the opportunity to share more information with you about our flagship RightAnswers Knowledge Management solution. We are committed to maintaining and expanding our Knowledge-Paks content! Recently we have increased our video content production and are actively taking advantage of the benefits of generative AI technology to increase our content breadth and quality. If you would like to learn more about these advancements please contact us directly. ### 23. Michelle was a delightful teacher! **Rating:** 5.0/5.0 stars **Reviewed by:** Sheley A. | Independent Consultant, Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2020 **What do you like best about Upland RightAnswers?** The (online) course was jam-packed with information over the course of the 3 days. And while it felt at times like it was wayyy too much, each day I came away with a huge understanding. The stories and anecdotes that Michelle shared made the whole thing very real and easy to process. **What do you dislike about Upland RightAnswers?** It's hard to sit in a webinar where you can't see faces for 3 days. Learning online is not my ideal way to learn and I found myself zoning out every now and again and having to refocus myself. **What problems is Upland RightAnswers solving and how is that benefiting you?** We're learning how to use KCS at our company. We've been practicing the basics of KCS for a year now but we've learned so much more than we ever thought possible and we're so excited to see how it transforms our customer service! ### 24. Customer Support Knowledge Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Cheryl W. | Enterprise (> 1000 emp.) **Reviewed Date:** May 08, 2020 **What do you like best about Upland RightAnswers?** Not only do they offer a great KCS verified Knowledge Management tool, customizable dashboards via the Upland Analytics tool, but the Upland RightAnswers team truly cares about your success! We feel like we have a true partner helping us to accomplish our goals! **What do you dislike about Upland RightAnswers?** Occasionally, we would have liked our requested enhancements to be released sooner than they were able to deliver, but that is simply the nature of the software business. **What problems is Upland RightAnswers solving and how is that benefiting you?** We use RightAnswers to perform KCS practices in our Customer Support team. In addition, we are in the process of expanding these practices to other areas/departments within our company and offering a self service portal to our customer base. We have experienced the benefits of "just in time" knowledge being shared across the company which helps us to provide better customer service! ### 25. RightAnswers quadrupled our self-service score! **Rating:** 4.5/5.0 stars **Reviewed by:** Micah V. | Self-Service Sr. Manager, Digital Customer Experience, Enterprise (> 1000 emp.) **Reviewed Date:** April 02, 2020 **What do you like best about Upland RightAnswers?** Besides being KCS verified, RightAnswers is easy to use and is highly customizable. After training my staff on how to use the Solution Manager and Agent Portal I rarely need to conduct further training. It's intuitive and works for both non-technical and technical staff in terms of code editing and general formatting. **What do you dislike about Upland RightAnswers?** I've enjoyed my experience thus far. A minor nerd annoyance has been when we need to inject specific scripts for CSS or jQuery (to spruce up table sorting or the like) and finding that some HTML elements are stripped out. **Recommendations to others considering Upland RightAnswers:** RightAnswers provides a customized platform that will most certainly meet your business needs! **What problems is Upland RightAnswers solving and how is that benefiting you?** RightAnswers provides a robust knowledge base solution that allows for author workflow and immediate publishing. As with most companies we are seeking to implement cost-effective self-service products to delight our customers and RightAnswers meets those expectations. ### 26. Outstanding product from a great company that is a true partner **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about Upland RightAnswers?** Upland RightAnswers is a Knowledge Management company and as such, they have the ability to focus on what's necessary to "do" knowledge management the right way. You aren't forced to work with a tool that has KM as a second thought add-on. RightAnswers meets KCS requirements out of the box. The company listens to and acts on feedback from it's users and works to continuously improve the system. You do not have to depend on a community post to get answers! They have real people you can speak with and meet with on a regular basis. The platform itself is easy to use and support. I don't need a CAB meeting and a developer to make a change to the system. It's ITSM agnostic and will work with any system that has an API it can plug into. **What do you dislike about Upland RightAnswers?** I wish that people understood that there's value in using a system that is made for Knowledge Management. Just because a platform has a "free" knowledge module, doesn't mean it's any good. There's a cost to using RightAnswers, but I believe it's offset by being able to support our teams efficiently as well as their ability to easily search, filter and find knowledge. **Recommendations to others considering Upland RightAnswers:** I've heard RightAnswers compared to other systems as the Cadillac of KM systems with the question being asked, why should I buy a Cadillac when a Honda will do? Here's my answer. It's not the car itself you are comparing, it's the guidance system. Do you want a guidance system that will not only tell you how to get from point A to point B, but if there is construction on the road, will route you around any traffic jams, and will reroute you to the nearest gas station if you need gas or get hungry? OR do you want to use an outdated map that stored in the glove box or trunk? Most people's KMS system is the outdated map in the trunk. RightAnswers will show you there is a better way. **What problems is Upland RightAnswers solving and how is that benefiting you?** We needed a solution that would unify our many sources of knowledge, increase first call resolution and decrease time to onboard new agents. We've been able to successfully achieve these goals. ### 27. Flexible Knowledge Management **Rating:** 4.5/5.0 stars **Reviewed by:** Andrew M. | Knowledge Content and Tools Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about Upland RightAnswers?** Flexibility and ease of use: The platform is now serving multiple, diverse departments and business areas across our company thanks to the ability to easily create portals and organise content. Our author's and administrator's lives are made easier by the features of their respective consoles within Right Answers. **What do you dislike about Upland RightAnswers?** User management at scale is somewhat challenging without being able to utilise Active Directory. The administration of users in a dynamic business setting where access regularly changes is not straightforward. **What problems is Upland RightAnswers solving and how is that benefiting you?** Right Answers was used to consolidate our suite of Knowledge Management tools into a centralised platform and experience wherever you worked in the business. This meant a massive upgrade for some areas and an overall consistency of how content is written and consumed. Benefits have included a faster speed to competency for new starters, a decrease in investment time and more flexibility, with staff able to easily support other business areas when the knowledge content is available to support. ### 28. RightAnswers is a cutting edge KMS tool. **Rating:** 5.0/5.0 stars **Reviewed by:** Anthony J. | Senior Process Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2020 **What do you like best about Upland RightAnswers?** If I had to choose I would say the support team. They are very responsive, always professional and our team really values the relationship. **What do you dislike about Upland RightAnswers?** RightAnswers could use more customization for the end users. The option for users to be in more than one portal group would enhance the tool. **What problems is Upland RightAnswers solving and how is that benefiting you?** With RightAnswers we are able to ensure that our support teams are consistently up to date with all of their procedures they need to help our customers. The ease of use allows are authors to quickly and accurately edit and develop solutions when needed. We have been able to decrease the average handle time on the phone for some of our support teams because we can display the information in a way that our agents can easily access it. ### 29. Capable tool but isn't easy to embed in a complex managed services environment **Rating:** 3.5/5.0 stars **Reviewed by:** Ross L. | Head Of Knowledge Management, Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2020 **What do you like best about Upland RightAnswers?** - Overall functionality is good - Search is generally good and happy with finding what they need in comparison with other platforms such as SharePoint. - Bulk editing - Language Options - A lot of us feel one of the top KM tools in terms of functionality in the market simplifying the way to create and maintain knowledge. - Lots of options to tweek and customise the KB. With many of the problems we've had, we've been able to workaround them leaving only 1 or more key fundamental issues stopping this being a fairly perfect all round tool. **What do you dislike about Upland RightAnswers?** High level main fundamental issues are centred more around the way in which RA is built. - Knowledge PAKS advertised as something that will be beneficial. We feel this was never useful for us and that KCS is better for creating valid content. - RA configuration options are limited for our managed services environment, cannot easily join up our Infrastructure and Service Desk teams without lots of extra technical admin. - Multiple portals/URLs/Interfaces. Don't really understand why we have to have multiple ways of working with RA. Logging into 1 app would be far easier to use from a user perspective. - Creating global knowledge across multiple instances of RA is a different process to creating bespoke knowledge for a particular collection. **Recommendations to others considering Upland RightAnswers:** "Every company is different, and may call for a specific Knowledge Management Software solution that will be fit for their company size, type of customers and employees and even specific niche they support. You should not count on getting a perfect app that will be suitable for every company no matter what their background is." Also, if you have a full ITSM suite, you could use it perfectly fine but misses some key functionality that RA has. It has some way to go to fully enable from a permissions and architecture model integrating into a managed services environment like ours but our hope is that through our relationship and accelerated development, we can reach this outcome together. **What problems is Upland RightAnswers solving and how is that benefiting you?** - ROI dashboard doesn't really help us in calculating the difference of using RA and the benefits that come with doing that e.g. here are all the times are user was about to log an incident and here are the knowledge articles that they were able to find/use so we can determine that we have solved their issue. We can see what Knowledge is used but can't see where particular users have viewed them. The system could therefore do a better job at telling us how much efficiency it has provided. - The fact we can use this tool with multi lingual teams is a real plus - We've been able to enable Self Service to an extent using RA as the background system for that. - Largely supported our KCS roll out to our support teams ### 30. A useful Knowledge Management tool **Rating:** 5.0/5.0 stars **Reviewed by:** Geoff J. | Enterprise (> 1000 emp.) **Reviewed Date:** May 07, 2020 **What do you like best about Upland RightAnswers?** RightAnswers provides an approachable interface allowing your team to easily input knowledge into a central repository. The interface makes it clear on how to ensure that articles can easily be found. For best results, you will likely want to invest the time in the KCS methodology which RightAnwsers supports as this turns it from a text based editing tool to a fully fledged demand driven knowledge base that improves both time to resolution and first call resolution in your organisation. **What do you dislike about Upland RightAnswers?** Although regular updates are provided by the vendor, it still stands to reason that the interface in some areas feels a little less optimal than you might want. Where the process to getting things in to they system requires too many steps (for example having to create a new article for an attached document and then link that document to the knowledge) the amount that knowledge workers become willing to contribute. The vendor is responsive to these concerns and do constantly push out updates with a high level of user focus. **What problems is Upland RightAnswers solving and how is that benefiting you?** We are able to share knowledge between all of our technology divisions and streamline support and to a limited extent upgrade our self-service environment to bring knowledge closer to our end users. Be aware, that these are long term projects that you will need to invest in. ### 31. Knowledge Management made easy **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2020 **What do you like best about Upland RightAnswers?** We've been working with Upland RightAnswers for several years and absolutely love what the tool has to offer. With seemingly endless features (some of which we have yet to even tap into), it is never been easier to create and maintain knowledge. The support team is super easy to work with and is extremely responsive. They've been able to resolve almost all of our issues/concerns and have also built in some of our company's suggestions into future releases. Whether it's training, customization requests, or problem solving, Upland RightAnswers has you covered! **What do you dislike about Upland RightAnswers?** There is nothing that I dislike with Upland RightAnswers. **Recommendations to others considering Upland RightAnswers:** I would highly recommend looking into seeing if RightAnswers would be a fit for you. Look into their products, meet with them to discuss options, test their tools out. The chances are high that Upland RightAnswers would be able to meet your needs. **What problems is Upland RightAnswers solving and how is that benefiting you?** Our company supports over 2,000 products and we use RA to build out an expansive knowledge base for both our customers and internal Help Desk. With regular upgrades to RA, they continue to roll out new features that we can use to ensure our customers/Help Desk are able to find and use the resources needed to resolve issues and questions. There is also a vast collection of reports that we use to identify trends and opportunities in the knowledge space. ### 32. Powerful Knowledge Management platform (and it's KCS verified!) **Rating:** 5.0/5.0 stars **Reviewed by:** Sabrina D. | Knowledge Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2020 **What do you like best about Upland RightAnswers?** There are quite a few points to note after working with the Upland team for a little over a year now. Their team is very knowledgeable about their tool and at guiding and advising their clients on best practices and specifics for their unique environment. The assistance of Support, our Customer Success Manager, and Technical Advisor has been invaluable in our KCS adoption using RightAnswers. The Community portal is packed with resources for someone new to using RightAnswers and the support team promptly handles any submitted requests or ensures the appropriate person follows up QUICKLY! All elements of the tool internal and external are managed through portals fully customizable to the specific needs of the organization. The reporting and analytics console built-in are fantastic as well. If you're looking for a powerful, all-inclusive Knowledge Management technology solution with stellar support, RightAnswers is your pick. **What do you dislike about Upland RightAnswers?** No downsides or cons with RightAnswers to state as we've celebrated our 1 year RightAnswers anniversary as a customer! **What problems is Upland RightAnswers solving and how is that benefiting you?** Adopting the KCS methodology was a massive workflow shift for our organization in an attempt to better centralize, maintain, and reap the benefits Knowledge can have. Having one centralized system to streamline the sharing of information for internal and external users is exciting. ### 33. Excellent KCS Workshop **Rating:** 5.0/5.0 stars **Reviewed by:** Ian L. | Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2020 **What do you like best about Upland RightAnswers?** We contracted RightAnswers for KCS training for two groups of users on two separate occasions. Michelle Stumpf was our KCS trainer for both engagements and we had an excellent overall experience. Michelle was well prepared, easy to work with, and the training content had great depth and value. Our support team has successfully implemented KCS over the past year thanks to Michelle! **What do you dislike about Upland RightAnswers?** Based on our experience with 2 KCS Workshops, there were no downsides with working with RightAnswers. **Recommendations to others considering Upland RightAnswers:** We highly recommend the KCS Workshop provided by RightAnswers. **What problems is Upland RightAnswers solving and how is that benefiting you?** We have successfully changed our support processes to use KCS and rebuilt our knowledge base from the ground up. The RightAnswers training went a long way for our time and was a great investment. ### 34. Fantastic Support Team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Enterprise (> 1000 emp.) **Reviewed Date:** June 09, 2020 **What do you like best about Upland RightAnswers?** I run the knowledge team for a very large, diversified call center. RightAnswers has made it easy for us to appeal to many different learning styles and to pivot quickly as changes occur. The product is constantly trying to improve and there's quite of bit of online training you can take at your leisure to build up your skills. Most importantly, I love the service I receive. No question is too elementary and the team jumps into action when I call. I feel like I'm their only customer. I feel valued, I feel heard, and I feel like my business really counts. **What do you dislike about Upland RightAnswers?** I have dozens teams in my knowledge base, but because you can't filter the view by Taxonomy, we've had to get creative with our naming conventions. Also, the system tries to act like Google and it tries to act like Word, but falls a little short of both. You have to find some clever workarounds for a few things, but the support team is good to help come up with suggestions. **What problems is Upland RightAnswers solving and how is that benefiting you?** Communicating information across company lines and across sites was impossible before RightAnswers. There were too many firewalls and restrictions in place. We used RightAnswers and with their security in place, we're now able to reach our intended audience safely and securely. ### 35. A strong KMS with lots of potential. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2020 **What do you like best about Upland RightAnswers?** The system has plenty of features that assist with multiple business sectors and choosing what works best comes easy and natural. The company's support and technology teams are very attentive and truly enjoy what they are doing. **What do you dislike about Upland RightAnswers?** Sometimes I like to get my hands dirty and make changes to help progress my own business. Some of the widgets are not able to be customized in house; So not having the ability to effect some of those features becomes tedious at times. **Recommendations to others considering Upland RightAnswers:** Its a solid KMS platform. It will take sometime to understand the whole picture, but once the pieces align it becomes a treat to use and admin. Understanding the ability of how your organization digests information is key to this product working efficiently. **What problems is Upland RightAnswers solving and how is that benefiting you?** We are demonstrating the need for a KMS by providing our employees the ability to meet set KPIs. We are also able to assist clients with up-to-date information and the ability to quickly engage our workforce when information changes to prevent outdated procedures from causing issues. Being able to engage our large workforce quickly and efficiently because a go to in how we move information. ### 36. Easily follow along, understand, and goes at a good pace for a 3 day workshop **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** May 22, 2020 **What do you like best about Upland RightAnswers?** It was so easy to follow along and understand what was presented. Everyone could relate to the given scenarios. If the speaker was going too fast, she didn't hesitate to slow down and repeat anything she said (which did not happen much at all since everything flowed so nicely). The exercises really helped connect the dots to our organizations every day problems and learned how to properly and effectively address them. **What do you dislike about Upland RightAnswers?** Absolutely nothing. Although this has nothing to do with the workshop itself, I was hoping to take the exam within a week of completing the workshop so that the knowledge we learned stays fresh. Due to COVID, the tests are proctored online so we have to wait a good 3 weeks before we can take the test. **What problems is Upland RightAnswers solving and how is that benefiting you?** Through the workshop, I learned more knowledge on KCS which gave me a boost of confidence I needed in order to tackle every day challenges with other teams (and question the current state of our own program). With the knowledge and resources I have gained, I can take them with me and confidently answer questions/objections that arise which I couldn't answer before. ### 37. Great class! **Rating:** 4.5/5.0 stars **Reviewed by:** Gary P. | Business Process Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2020 **What do you like best about Upland RightAnswers?** The facilitator did an excellent job explaining the concepts, adding real-world examples, and answering our questions. And the program is quite well designed. I have been in project management for over 10 years, and I didn’t expect KCS to be so thorough. I expected details on the concepts, models, methods, etc… But the KCS training was essentially a step-by-step guide on how to implement KCS in an organization. Very impressive, and well worth the cost. **What do you dislike about Upland RightAnswers?** Wish we could have met face to face, but the online format was still very effective. **What problems is Upland RightAnswers solving and how is that benefiting you?** We are learning all about KCS models and implementing knowledge management to our org. ### 38. An excellent Knowledge Management Platform supported by an engaged and knowledgeable team **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 04, 2020 **What do you like best about Upland RightAnswers?** The product features are brilliant, but we equally value the ongoing engagement from the Right Answers team who continue to help us make the best use of their product to help deliver our ROI. **What do you dislike about Upland RightAnswers?** The product is comprehensive and has excellent knowledge creation and optimisation features. I would like to see enhancements in the Administration Portal to make managing user access and reporting more efficient. **What problems is Upland RightAnswers solving and how is that benefiting you?** To provide a trusted single version of the truth which can be communicated flexibly with Customers and internal colleagues providing both the convenience of self-service whilst also reducing operating costs. We have only been using the platform for a few months so are still in the benefit realization phase ### 39. Wonderful Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer & Network Security | Mid-Market (51-1000 emp.) **Reviewed Date:** July 28, 2020 **What do you like best about Upland RightAnswers?** Knowledge Management and dashboards are very customizable. The Upland Analytics tool is completely remarkable. The customer service and agents with Right Answers are so helpful they want to see you succeed. **What do you dislike about Upland RightAnswers?** The customizations could be more user friendly. This is a little touch for the average person to figure out some of the features. I had to personally train several employees over several days to learn how to use the features. **Recommendations to others considering Upland RightAnswers:** You can not go wrong with this service. Give it a try! IT can only help you **What problems is Upland RightAnswers solving and how is that benefiting you?** We are able to streamline our support more easily and share our knowledge of our Tech departments. ### 40. Top Tier Knowledge Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Adam O. | Senior Technical Writer, Financial Services, Enterprise (> 1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about Upland RightAnswers?** Besides the comprehensive feature pack and thoughtfully laid out UI, working with the staff at Upland is what makes the difference. When they say they aim for 100% satisfaction, they mean it and will do whatever it takes to get it right! I have used several KM systems and this one is by far the best!! **What do you dislike about Upland RightAnswers?** In the past 3 years, I have yet to have an unpleasant experience... **Recommendations to others considering Upland RightAnswers:** Let them show you how they can improve your current situation! **What problems is Upland RightAnswers solving and how is that benefiting you?** With the help of Upland and the RightAnswers team, we are changing our corporate culture to view KM as a core pillar that drives success. Whether in our call centers, management departments, or client care organization, RightAnswers has proven to be a powerful resource for all! The user experience is continually evolving to meet the needs of our business, and for the first time we have identified a drastic reduction in our call center's average handle times related directly to changes made to the KMS. These UI/UX changes resulted in a huge cost savings to our bottom line. The result is an annual return on investment far beyond the expense of the tool itself. What more could anyone ask for? ### 41. A Vital Resource for KB Material **Rating:** 5.0/5.0 stars **Reviewed by:** Ben G. | Service Desk Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2020 **What do you like best about Upland RightAnswers?** The ability for our company to customize content. **What do you dislike about Upland RightAnswers?** Some of the generic content is not applicable to our needs. **Recommendations to others considering Upland RightAnswers:** Examine all aspects of the application to ensure it will serve your needs. **What problems is Upland RightAnswers solving and how is that benefiting you?** It allows our support staff to reference solution articles to better support our customers. This allows our team leads to focus on other tasks. ### 42. RightAnswers provides top-notch support and a seamless experience **Rating:** 5.0/5.0 stars **Reviewed by:** Paige D. | Service Desk Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2020 **What do you like best about Upland RightAnswers?** Everyone involved with our account is very engaged and provide excellent support. Each time we have a request for assistance with a feature of RightAnswers, our Customer Success Manager and Knowledge Consultant are on the ball with assisting us and ensuring we are ready to roll out new features. **What do you dislike about Upland RightAnswers?** We are not huge fans of the licensing models that are offered; however, our Customer Success Manager has been very involved with us throughout our renewal to ensure we are getting the most bang for our buck. **What problems is Upland RightAnswers solving and how is that benefiting you?** We use RightAnswers are both for our internal knowledge base and as a self-service knowledge portal for our clients. ### 43. RightAnswers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** May 29, 2020 **What do you like best about Upland RightAnswers?** My RA Success Manager, Design Manager, Integration Manager that are working me on implementation and design and configuration of the tool. This tool will provide Help Desk, Support, and end user support information and details required to ensure information is updated and current. Good Training material **What do you dislike about Upland RightAnswers?** Some complicated configuration but nothing that cant be corrected by using it more and get online training **Recommendations to others considering Upland RightAnswers:** The tool provides information that can be used by Help Desk, Support Staff, and End Users and Stack Holders **What problems is Upland RightAnswers solving and how is that benefiting you?** Understanding of the layout and logic for creating correct and useful knowledge document and instructing support teams that we must follow the KCMS methodology to be successful in providing our customer accurate information ### 44. RA review **Rating:** 5.0/5.0 stars **Reviewed by:** Susan S. | Enterprise (> 1000 emp.) **Reviewed Date:** June 01, 2020 **What do you like best about Upland RightAnswers?** KB tree's is extremely useful. Also, gamification gets users submitting more knowledge. **What do you dislike about Upland RightAnswers?** 3rd party integration could be better for CA service desk. **Recommendations to others considering Upland RightAnswers:** Encourage users to always add to the knowledge base. **What problems is Upland RightAnswers solving and how is that benefiting you?** Current knowledge is stagnant and no new articles are being added. More exposure to wider user base. ### 45. RightAnswers helping our ContactCenters to perform better **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2020 **What do you like best about Upland RightAnswers?** - The people of Upland are always willing to help you to find the best possible solution and think along with us - Great support team - Strategy towards the future (roadmap) **What do you dislike about Upland RightAnswers?** - Search function for bilingual countries should be optimized **What problems is Upland RightAnswers solving and how is that benefiting you?** - Selfservice for our customers ### 46. Dependable service and support coupled with expert knowledge management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) **Reviewed Date:** April 27, 2020 **What do you like best about Upland RightAnswers?** We've partnered with RightAnswers for over a decade, acknowledging the value of their knowledge management expertise and products for our organisation. We appreciate the professional yet friendly approach, and have enjoyed dependable service and support throughout. **What do you dislike about Upland RightAnswers?** We've experienced some issues with Solution Manager in the past, but it's now much improved. **What problems is Upland RightAnswers solving and how is that benefiting you?** We use RightAnswers for our internal self-service portal and knowledge management solutions. ### 47. Great Tool and Great Team behind it **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2020 **What do you like best about Upland RightAnswers?** 1. ease of customization 2. flexibility 3. support team **What do you dislike about Upland RightAnswers?** On-prem version is based on Apache and Java - need people that know both. **What problems is Upland RightAnswers solving and how is that benefiting you?** Knowledgebase - linked to Service Management ### 48. RA and the use of knowledge **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** April 13, 2020 **What do you like best about Upland RightAnswers?** the ability to add documents that are only for my company. **What do you dislike about Upland RightAnswers?** not having the needed api's for our ITSM product **Recommendations to others considering Upland RightAnswers:** none good or bad, it does what is required. **What problems is Upland RightAnswers solving and how is that benefiting you?** the ability of tech to have the access of knowledge and the ability to FCR ## Upland RightAnswers Discussions - [What is RightAnswers used for?](https://www.g2.com/discussions/what-is-rightanswers-used-for) - [Can I sue this to my work?](https://www.g2.com/discussions/can-i-sue-this-to-my-work) - 1 upvote - [View Upland RightAnswers pricing details and edition comparison](https://www.g2.com/products/upland-rightanswers/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-26+13%3A09%3A56+-0500&secure%5Bsession_id%5D=37c52b02-7582-41ec-88c7-a842115c8a1d&secure%5Btoken%5D=c0f949a2873c7de7e3d02d5044fb4e0c0e8a5738209018af73009417fa509cf1&format=llm_user) ## Upland RightAnswers Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) ## Upland RightAnswers Features **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **ServiceNow Apps** - ServiceNow Integration - Value **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Knowledge Base** - Q & A - Link Sharing - Searchable **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Agentic AI - ServiceNow Store Apps** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Security** - Verification - Role-Based Permission - Public vs Private **Data Security** - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication** - Social Features - Tagging - Upload - Comments ## Top Upland RightAnswers Alternatives - [Confluence](https://www.g2.com/products/confluence/reviews) - 4.1/5.0 (4,234 reviews) - [Document360](https://www.g2.com/products/document360/reviews) - 4.7/5.0 (502 reviews) - [Guru](https://www.g2.com/products/guru/reviews) - 4.7/5.0 (2,255 reviews)