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Right Now Web v2.1 now features Knowledge Builder, a data translation utility that aids companies in publishing knowledgebase and help desk information on the Web. Knowledge Builder translates information into a self-service, Web-accessible knowledgbase of frequently asked questions (FAQs). The knowledgebase is guaranteed to reduce a company's support loads by at least 25 percent within 30 days. Knowledge Builder supports knowledgebases such as KnowledgeBroker, Inference and ServiceWare, as well as help desks including Remedy, Network Associates, Vantive, Platinum Software, Bendata and Clarify.
The product line composed of three modules, ships with the Knowledge Builder utility and supports an unlimited-size FAQ knowledgebase. The second module, Email Response™ , automates the tracking of e-mailed support requests: and the Customer Console™ module tracks customer support transactions for individuals and forces registration sign-on. Right Now Web supports SQL databases such as Oracle8 and 8i and Microsoft SQL Server. The software runs on Windows NT, Linux, and Sun Solaris. There are two pricing options: A two-year license, which covers unlimited product upgrades and support is available or a hosting option, where clients pay a monthly fee. Hosting fees cover an unlimited amount of traffic and storage space.
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