SWAN (SWG Answer Network) Training

The SWG Answer Network (SWAN) is a question-and-answer tool for general inquiries on SWG products. It extends our ability to provide the sales force with on demand access to software brand and cross-brand information and expertise by providing a searchable question/answer facility that connects sales people to designated SWG experts as they research answers to customers' questions.

When IBMers in the sales community have questions, they access the SWG Answer Network (SWAN). Prior to their posting their question they must perform a search on existing SWAN Q&As. If they do not find the answer they can then submit their unique question to SWAN, which will automatically be routed to the appropriate SME. This presentation will provide step by step information about searching and asking a question as well as tips on selecting the appropriate service level agreement, clarifying and rating their answer, providing general feedback and the basic distinctions between Techline and the SWAN.

SWAN Subject Matter Experts are people acknowledged as possessing deep expertise in specific subject areas. They are drawn from a wide variety of sources including TechWorks, brand support teams, certified field professionals, Technology Exploration Centers, and others. Anyone with appropriate skill levels can be a SME. Each SME has committed, and obtained the agreement of their manager, to devote some portion of their time to responding to SWAN questions. The amount of time allocated to SWAN activities will vary from person to person, and may be controlled by each SME to fit their schedule.

Have you ever considered the value of having a knowledge repository surface experts alongside product search results? Conceived as part of the overall BlueIQ social software strategy, SWAN expertise location will augment the existing SWAN question submission process by integrating a streamlined, more responsive Web search interface with EXCaliber to include SWAN Subject Matter Experts alongside documents in search results. In other words, it enables 'Find an Expert' functionality in SWAN search results.