An increasing number of University users (students, faculty & staff) are experiencing difficulties using applications and searching for solutions to their issues. On average 30% of all calls to the IT Solutions Centre are concerning the use of applications.
The Solutions Centre (SC) is near or at capacity with its workload. Automation of some knowledge requests will help ease the load on the SC staff, letting them provide more solutions in a more timely manner.
The University of Lethbridge has entered a partnership with RightAnswers for self-service support. RightAnswers is the industry leader in Knowledge Management and providing self-service solutions. Currently it provides more than 150,000 solutions for approximately 300 common applications. The University community will be able to gain access to the RightAnswers knowledge base through the web. Users can use their iPhone, iPad, Windows laptop or almost any device with an internet connection to search for answers to software issues. The University of Lethbridge can customize the content on the knowledge base to suit the University’s needs or settings. This service has solutions from Microsoft office and Internet Explorer to iPad and iPhone.