Department of Agriculture, U.S. Forest Service

Project: Knowledge Management

U.S. Forest Service Uses Cloud Service to Streamline Knowledge Management

The Challenge
Need to provide support and information to thousands employees across 3 call centers and remote locations.

The Solution
RightNow Web Experience provides online self-service, analytics, and knowledge base.

Projected Results

• Able to deflect 10% of incoming requests using SmartAssistant for email management.
• Same workload, but serving more people.
• Easy to update.
• Streamlined ability to navigate content.