Overall Satisfaction with RightNow
RightNow is a very good product. It's not technically SaaS though they claim it to be. If they change the .net framework, and Oracle invests more into the functionality moving forward, I would recommend it higher. If Oracle Legal were easier to do business with, I would recommend it higher. However, if you're only looking for a powerful, but lightweight Knowledge Base, it's a very good solution.
Evaluating RightNow and Competitors
Problems left unsolved
Not kept informed
Slow Initial Response