Getting started

RightAnswers is an AI-powered knowledge management platform from Upland Software that helps end users quickly find accurate, trusted information to resolve questions and issues with confidence. Designed for enterprise contact centers and help desks, RightAnswers centralizes knowledge in an easy-to-search experience and intelligently delivers the right answers at the right time using AI-powered search and contextual recommendations. By integrating seamlessly with everyday tools and support applications, it brings knowledge directly into the user’s workflow, reducing effort and improving efficiency. RightAnswers also connects information across multiple systems to eliminate silos, ensuring users always have access to consistent, up-to-date content. Built on proven KCS® v6 best practices, the platform supports reliable, high-quality knowledge experiences that drive faster resolution and better support outcomes.

At the core of RightAnswers are three interconnected platforms, each serving a unique purpose within the knowledge lifecycle:

• Solution Manager (CREATE)

  The Solution Manager is where knowledge is created, maintained, and published. It provides a flexible workspace for authors and subject matter experts to develop knowledge articles. The platform supports custom workflows and taxonomy-based organization to ensure consistency and scalability of content.

  Key Functions:

  • Knowledge authoring, editing and publishing

  • Taxonomy and Attribute-based Organization

    Workflow Management

  • RightPath, Service Requests and Video Integration in the knowledge articles

• Portals (CONSUME)

  The Portals — including Self-Service and Support Agent interfaces — enable end users and support staff to easily access and consume knowledge. These portals are optimized for quick retrieval of relevant content through search, communities, and knowledge spotlighting. They integrate seamlessly with ITSM and CRM systems, providing contextual knowledge directly within existing workflows.

  Key Functions:

  • Knowledge delivery via the Self-Service and the Support Agent portals

  • Community interactions

  • ITSM/CRM Integrations

• Administrator Console (CONTROL)

  The Administrator Console is the control center of RightAnswers. It allows administrators to manage users, groups, roles, layouts, and system configurations, ensuring that the platform is aligned with organizational policies and workflows. Administrators can also access reporting and analytics tools to monitor usage, performance, and knowledge adoption.

  Key Functions:

  • Management of the Portal and Solution Manager

    User, Group, and Role Management

  • Layout and Interface Configuration

  • Settings and System Customization

  • Reporting and Insights

This unified design delivers consistent, accurate, and readily accessible knowledge throughout an organization, improving service quality, enhancing user experience, and driving greater operational efficiency.