Upland RightAnswers AI Knowledge Platform for Enterprise

What do you like best about the product?

RightAnswers provides strong KCS-aligned knowledge management, governance, and content lifecycle capabilities. Its greatest strength is serving as a trusted system of record for organizational knowledge. Continued investment in UX, integrations, performance, and AI would further enhance the platform's value.

What do you dislike about the product?

RightAnswers provides a strong foundation for knowledge management with mature KCS workflows, governance, and content lifecycle capabilities. However, the user experience feels dated, and integrations with key enterprise platforms such as CRM, support, and collaboration tools often require significant effort to implement and maintain. While it remains a reliable system of record for support knowledge, improving interoperability, reducing integration complexity, and providing more seamless connectivity across the support ecosystem would significantly increase its value and ROI.

What problems is the product solving and how is that benefiting you?

Upland RightAnswers solves the challenge of capturing, governing, and sharing support knowledge at scale. It provides a centralized system of record for knowledge, supports KCS-aligned workflows, and helps ensure consistent answers across support teams. For our organization, this improves knowledge reuse, reduces duplicated effort, preserves institutional expertise, and enables support engineers to find vetted information more efficiently. The platform's governance and content lifecycle capabilities are particularly valuable for maintaining knowledge quality and consistency across a global support organization.

What do you like best about the product?

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.

What do you dislike about the product?

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.

What problems is the product solving and how is that benefiting you?

Upland RightAnswers provides us with a centralized, governed knowledge-management platform that supports our Knowledge-Centered Service, or KCS, practices. It helps us capture, maintain, and reuse technical knowledge instead of allowing valuable information to remain scattered across individual teams, systems, and support cases.

The platform allows us to create a single article and segment its content for different audiences while maintaining appropriate visibility and governance controls. This helps us reuse knowledge across employees, support professionals, and customers without maintaining multiple versions of the same information.

RightAnswers also improves knowledge discovery. Its keyword search performs well with our highly technical content and helps users find relevant articles more quickly. Through our Salesforce integration, support professionals can search for and link applicable solutions to cases, helping retain a relationship between the customer issue and the knowledge used to resolve it. Approved content can also be shared through case communications and our customer-facing knowledge website.

Overall, RightAnswers gives us a more structured and adaptable way to manage technical knowledge. It improves content reuse, supports more consistent answers, increases access to relevant information, and provides a stronger foundation for applying KCS across our support organization.

What do you like best about the product?

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. I also like that we can track the usage with reports.

What do you dislike about the product?

Some times we feel like they are lacking in resources to be able to fix issues more quickly. It also feels like the tool is lacking in some of the basic functions that others (like Microsoft) may already have. Some of their technical support members also seem to not know about the tool and how to use it because I have to explain every single step of what I did to get there before getting to the problem itself.

What problems is the product solving and how is that benefiting you?

It is giving us a one-stop shop in our information. We are working on onboarding many groups because it saves them the trouble of having to search different resources, updating multiple data sources. It gives us the benefit of finding the right answer at the right time. It is also solving the problem that SharePoint has, which is feedback from our users. There's not a way to get feedback directly from our users on SharePoint and there is a way to get reminders from RA to update content.

What do you like best about the product?

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.

What do you dislike about the product?

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.

What problems is the product solving and how is that benefiting you?

RightAnswers centralizes all our knowledge for both internal teams and customers, eliminating scattered information and inconsistent answers. It helps us find accurate solutions faster, work more efficiently, and provide a better self‑service experience - improving both support quality and productivity.

What do you like best about the product?

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.

What do you dislike about the product?

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.

What problems is the product solving and how is that benefiting you?

We are exploring the possibility to offer knowledge real-time via our voice channel, based on caller comments. RightAnswers is partnering with us to share what they currently have that may be beneficial and have also shared their roadmap to help us plan for the future. We continue to discuss options.