BG

Ben G.

Service Desk Technician

Mid-Market (51-1000 emp.)

5/27/2020

"A Vital Resource for KB Material"

5/5

What do you like best about Upland RightAnswers?

The ability for our company to customize content. Review collected by and hosted on G2.com.

What do you dislike about Upland RightAnswers?

Some of the generic content is not applicable to our needs. Review collected by and hosted on G2.com.

Recommendations to others considering Upland RightAnswers:

Examine all aspects of the application to ensure it will serve your needs. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

PD

Paige D.

Service Desk Lead

Mid-Market (51-1000 emp.)

4/28/2020

"RightAnswers provides top-notch support and a seamless experience"

5/5

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

AI

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

5/29/2020

"RightAnswers"

5/5

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 Review collected by and hosted on G2.com.

What do you dislike about Upland RightAnswers?

Some complicated configuration but nothing that cant be corrected by using it more and get online training Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

SS

Susan S.

Enterprise (> 1000 emp.)

6/1/2020

"RA review"

5/5

What do you like best about Upland RightAnswers?

KB tree's is extremely useful. Also, gamification gets users submitting more knowledge. Review collected by and hosted on G2.com.

What do you dislike about Upland RightAnswers?

3rd party integration could be better for CA service desk. Review collected by and hosted on G2.com.

AR

Verified User in Retail

Enterprise (> 1000 emp.)

5/25/2020

"RightAnswers helping our ContactCenters to perform better"

4/5

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) Review collected by and hosted on G2.com.

What do you dislike about Upland RightAnswers?

- Search function for bilingual countries should be optimized Review collected by and hosted on G2.com.

EF

Verified User in Food Production

Enterprise (> 1000 emp.)

4/27/2020

"Dependable service and support coupled with expert knowledge management"

5/5

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. Review collected by and hosted on G2.com.

What do you dislike about Upland RightAnswers?

We've experienced some issues with Solution Manager in the past, but it's now much improved. Review collected by and hosted on G2.com.

EW

Verified User in Wholesale

Mid-Market (51-1000 emp.)

5/26/2020

"Great Tool and Great Team behind it"

4.5/5

What do you like best about Upland RightAnswers?

1. ease of customization

2. flexibility

3. support team Review collected by and hosted on G2.com.

What do you dislike about Upland RightAnswers?

On-prem version is based on Apache and Java - need people that know both. Review collected by and hosted on G2.com.

ER

Verified User in Retail

Enterprise (> 1000 emp.)

4/13/2020

"RA and the use of knowledge"

4/5

What do you like best about Upland RightAnswers?

the ability to add documents that are only for my company. Review collected by and hosted on G2.com.

What do you dislike about Upland RightAnswers?

not having the needed api's for our ITSM product Review collected by and hosted on G2.com.