Questions about the new Knowledge platform? Here are the Frequently Asked Questions.

 

What is RightAnswers?

RightAnswers, by Upland Software, is an enterprise-grade knowledge base platform for creating, categorizing, and reusing knowledge. It has replaced the previous knowledge platform CXone Expert (formerly called Mindtouch.

 

What is the difference between the Portal and Solution Manager?

RightAnswers provides different interfaces for different roles.

The Portal

Most users will be in a "consumer" role, which consists of searching, browsing, and reading content. This interface is called the Portal. All employees of Hitachi Vantara have access to this. In addition, Customers, Service Partners, and general public have access, albeit with different levels of access to content. The Portal looks like this:

 

Solution Manager

Simply put, Solution Manager is the interface for managing solutions/articles. Users that have access to Solution Manager will have the role of "author/publisher", which provides them the tools for creating new solutions and updating existing ones. Other content controls include:

• Apply template, which defines the required content fields. Example templates are "How To" and "Q&A".
• Set Collections. Audience visibility is managed in collections. For example, Employee, Customer, Service Partner. For a customer to have access to the solution, it must be added to that collection.
• Set Taxonomy. A taxonomy is a heirarchy-based classification system. It is how we organize and structure the content into categories and sub-categories, which allows users to browse for content based on products/topics, as well as filter search results.
• Change status. Setting the solution status from "Work in Progress" to "Review" to "Validated".
• Setting the Refresh Date, which is the due date that the solution must be reviewed. Without being reviewed and re-validated, the solution will automatically get archived. This is useful to reduce the amount of out-of-date content from the platform.

Solution Manager looks like this:

 

What is happening to CXone/Mindtouch?

CXone/Mindtouch has been the knowledge platform for Hitachi Vantara for 9 years. The license expires on October 31, 2024. Until that time, while RightAnswers is online, CXone will only be available to the knowledge admins. 

 

How do I browse for solutions?

The best and fastest way to find content is by searching. But sometimes you might want to browse the various categories available.

Start by clicking the Knowledgebase link in the top menu. This will display the top-level categories. Of course, your screen may be different due to your registration status and permissions. 

 

Click on your desired category to be shown the second-level category areas.

 

Fianlly, you can click on link to get to the a list of solutions/articles that reside under that section. For example, clicking Data Collection will send you to something similar to this page.

 

What is a "Favorite"?

There are some solutions that you may find yourself referencing a lot. In this case, it is recommended to Favorite that solution.

When viewing a solution, under the title you will see a row of icons. The first is Favorite. Click in Favorite to add to your Favorites list.

 

Viewing your Favorites

Your Favorites are found on the bottom-right corner of the Portal homepage and Solution pages.  You can also edit your list of Favorites here.

 

My old links are broken. How do I find those articles/solutions?

Links to the legacy CXone/Mindtouch platform can be found in many places, such as SharePoint, OneNote, Office documents, email, and within other Hitachi Vantara platforms.

All the content from the legacy platform has been migrated to RightAnswers. However, when clicking on these links, you may get an error page. Here are some options for finding what you are looking for.

1. KEYWORD SEARCH - RightAnswers has a power search function. The easiest thing to do it simply search for the article you were expecting using keyword, especially if you know words that are in the title of the article.
2. URL SEARCH - Simply grab the old URL from the browser bar and paste it into the RIghtAnswers search. In most cases, this will locate the new location for your solution.
3. BROWSE - Alternatively,  you can click on Knowledgebase to drill-down into the various categories and sections. This is especially useful if you want to find all the content related to a product without needing to know keywords.

 

What is KCS?

KCS stands for Knowledge-Centered Service. It is defined as "a robust set of principles, practices, and techniques for creating, maintaining, and leveraging knowledge in an interactive environment". In other words, it is a framework for collecting, categorizing, and reusing knowledge to better solve support inquiries and improve products/servcies. 

There's a lot to KCS in terms for the impact on how employees create/link knowledge and how management evolves the program. As an organization, we are standarizing our processes around KCS. In fact, the RightAnswers platform is KCS v6 Verified, which enables the company to apply those processes.

In summary, KCS follows a "double loop" process: Solve and Evolve.

 

The Solve Loop represents the responsibilities of the responder when they are resolving a requestor's issue. The Evolve Loop represents the responsibilities of leadership and the organization-level process.