What I like best about Upland RightAnswers is the knowledge-authoring experience. The WYSIWYG editor is simple and intuitive for day-to-day use, and it allows us to create and segment content for multiple audiences while maintaining appropriate governance. The platform is flexible enough to support our Knowledge-Centered Service, or KCS, practices rather than requiring us to force our processes into a rigid model.

The keyword search is fast and effective, consistently placing relevant articles near the top of the results. Our users have been more satisfied with the search experience than they were with our previous knowledge platform. We have found its traditional keyword search particularly effective for our highly technical content.

Upland also provided strong support during implementation and helped us complete the setup and launch successfully. Their team works with us to understand our requirements and accommodate our needs within the product and their business constraints. Upland’s KCS v6-certified training is another significant advantage because we can receive KCS guidance from the same company that develops the platform. This gives us a stronger connection between the training, the product’s capabilities, and the KCS practices it is intended to support.

Although our Salesforce integration has room to improve, RightAnswers provides the core ability to search for and link knowledge from our CRM workflow. Overall, the combination of intuitive content creation, effective keyword search, KCS alignment, and responsive support makes RightAnswers valuable to our knowledge program. Upland has provided one of the best vendor experiences I have had during my 15 years with my company, and we have developed a strong, trusted working relationship. Review collected by and hosted on G2.com.

Upland RightAnswers can be difficult to implement and configure effectively. A successful implementation requires substantial training, professional-services support, a strong understanding of Knowledge-Centered Service, or KCS, and careful planning to ensure the platform supports the organization’s knowledge strategy and workflows.

I would like the platform to have a more modular architecture, particularly for integrations with third-party systems such as Salesforce and Microsoft Teams, as well as for compatibility with major browser engines. Our experience has been strong with Chromium-based browsers, but Firefox and Safari have presented additional challenges. Each environment can require significant customization instead of allowing customers to configure and reuse standard integration components. This increases implementation complexity, reliance on professional services, and the cost of maintaining or expanding the platform.

The Salesforce integration has been one of our largest frustrations. It does not provide a strong “create in the workflow” experience that allows support professionals to create or improve knowledge while remaining in Salesforce. Requiring users to leave Salesforce to complete common knowledge tasks interrupts the support workflow.

The standard integration also did not expose the RightAnswers fields that control audience visibility and governance, which was a major gap for us. We had to pay for custom development before we could apply those controls to linked solutions, include the appropriate solutions for each audience in case email templates, and expose eligible content on our customer-facing website. We consider these fundamental knowledge-integration capabilities rather than optional customizations.

I would also like stronger native Salesforce capabilities for searching and linking knowledge, using case information as search context, and creating or improving content directly within the CRM. Compared with current expectations for enterprise CRM integrations, the RightAnswers integration requires significant modernization.

Reporting is another area that could be improved. Some KCS reports cannot be produced out of the box without additional interaction with our CRM. I would like a more complete set of structured and interconnected KCS reports, along with stronger point-in-time and historical snapshot reporting.

Some workflows feel too one-directional and do not provide enough control to prevent users from taking actions that conflict with our intended governance model. Although Upland promotes and teaches KCS, we have occasionally needed to encourage greater consistency between those principles and the way its product features, integrations, and processes are implemented. Better alignment between the product and Upland’s KCS guidance would strengthen the overall experience.

Like many technology companies, Upland is placing greater emphasis on AI. However, the technology still feels experimental for some of our use cases. Cybersecurity teams are understandably cautious, and these capabilities introduce additional costs before an organization may have enough evidence to determine whether they are appropriate. Based on our experience with hybrid and neural search, I am concerned that AI-generated or AI-ranked results can become too generalized unless they are carefully scoped and grounded for a highly technical support environment.

The AI pricing model also feels too all-or-nothing. I would prefer a modular, menu-based model that allows customers to select and pay for individual AI capabilities according to their business requirements, security posture, technical suitability, and organizational readiness. This would make it easier to evaluate and adopt specific features without purchasing a broader package that includes capabilities we may not be ready or permitted to use.

We have also raised privacy and compliance concerns about enabling website analytics, performance monitoring, and troubleshooting technologies across a global environment. In our experience, Upland does not currently provide a suitable consent-gating API that would allow us to activate these capabilities according to applicable regional consent requirements. This limits our ability to use potentially valuable analytics and diagnostic features consistently across jurisdictions.

Finally, the support experience varies depending on the escalation level. Front-line support is often fast and responsive, but progress can become much slower when an issue requires escalation or engineering involvement. Clearer ownership after escalation, more consistent status updates, and more predictable resolution targets would improve the handling of complex technical issues. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. It's 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. Overall, I'm happy. Review collected by and hosted on G2.com.

I'm not sure there is something that I can characterize as “the least useful” but since I have to put 300 characters in my answer I will force myself to say that maybe the option to bring our own AI because we don’t have one so it's not much of a use to me personally however I can see how it's a plus for most people. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.