Source: https://joinfinn.com/integrations/rightanswers

# RightAnswers

## RightAnswers + Finn.

RightAnswers integration with Finn. RightAnswers manages support knowledge so employees and service teams can find consistent answers.

Business function: Knowledge and documents.

## What you can do with RightAnswers.

RightAnswers manages support knowledge so employees and service teams can find consistent answers.

### Resolve a customer request using the accepted service answer

Finn connects RightAnswers guidance to the customer's actual account and completes the routine service action and final reply.

**Typically handled by:** Customer service representative

**Starts when:** A customer submits an order or account question through the connected support channel.

#### What Finn handles

1. Read the customer's request and account context, find the relevant RightAnswers guidance, and compare it with the actual order or service record in the connected business tool.
2. Collect missing details and complete the routine order or account action through the owning commerce or CRM system, obtaining the responsible owner's decision for exceptions.
3. Confirm the resulting state, send the customer the verified answer, and close the support case with the action result and knowledge reference.

**The result:** The customer receives a completed service response and the case records the actual action and guidance used.

### Complete a routine IT service request

Finn uses RightAnswers procedures to carry an employee's technology request from clarification through the permitted action and recorded resolution.

**Typically handled by:** IT service desk analyst

**Starts when:** An employee requests a routine technology service in the connected service desk.

#### What Finn handles

1. Read the request and accessible RightAnswers procedure, collect the required device or account details, and identify the owner decision needed for the service.
2. Obtain that decision where required, then complete the permitted administration or fulfillment action through the connected IT or service tool.
3. Verify the resulting service state, send the employee the completion details and useful instructions, and close the ticket with the action evidence and article reference.

**The result:** The employee gets the completed IT service, with a traceable service record and source-backed instructions.

### Coordinate a field service visit with the right technical context

Finn handles the knowledge, scheduling, and customer communication around a service visit while the technician performs the physical work.

**Typically handled by:** Field service dispatcher and technical support coordinator

**Starts when:** A support case requires an on-site service visit.

#### What Finn handles

1. Read the customer issue and equipment record in the connected service system, find the RightAnswers guidance, and collect the technician's required visit details.
2. Create the work order in the connected field service tool, arrange the appointment through connected scheduling, and send the technician the source-linked brief.
3. After the technician records the work, send the customer the completion summary, record remaining obligations, and close the coordination record against the service case.

**The result:** The visit is coordinated and its recorded outcome reaches the customer, with the technician's work and follow-up preserved in the service system.

### Carry an employee administration request through a private resolution

Finn uses RightAnswers company procedures to complete routine employee administration while keeping private records in the HR and service systems.

**Typically handled by:** HR shared services representative

**Starts when:** An employee submits a private administrative request through the connected help channel.

#### What Finn handles

1. Find the relevant accessible RightAnswers procedure, collect the details needed for the specific request, and open the case in the connected HR service tool.
2. Obtain the HR owner's decision where required and complete the permitted record update or document request through the connected HR or document system.
3. Confirm the recorded result, send the employee the private completion response, and close the case with the action evidence and procedure reference.

**The result:** The administrative request is completed and the employee receives a private, source-backed response.

### Complete a support knowledge improvement review

Finn turns resolved cases into a concrete knowledge improvement packet and completes the coordination that gets accepted gaps addressed.

**Typically handled by:** Support knowledge quality coordinator

**Starts when:** A knowledge owner schedules a review of a specific support topic or case batch.

#### What Finn handles

1. Read the selected cases in the connected support tool and relevant RightAnswers articles, identifying missing instructions, conflicting guidance, and undocumented successful resolutions.
2. Create the evidence-linked improvement packet in the connected document tool, collect the knowledge owner's decisions, and assign accepted changes through the connected editorial workflow.
3. Track the owner-reviewed article updates, link final knowledge records to the reviewed cases, and deliver the completed review report with remaining owned gaps.

**The result:** The review produces accepted knowledge improvements linked to actual support cases and a completed record of the editorial follow-through.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from RightAnswers.

## Explore Finn

- [Agents](https://joinfinn.com/agents): Help customers. Work with your team. Finish the job.
- [Systems](https://joinfinn.com/systems): Business apps for the work behind the conversation.
- [AI Gateway](https://joinfinn.com/ai-gateway): Control connected AI apps, models, access, and spending.

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