Customer Portal 3 – Brave New World

Dystopian connotations aside, the new framework is fully upon us a year in and it’s time for many to begin looking at the road forward. Those just starting on RNT will already be on CP3 and learning things right from the ground up (in theory). Those of us working on older sites have a bit of work ahead of us. Fortunately this work, when done right, can be a great way to learn how things are constructed now. If you’re like me, this will be hard at first (VERY hard in my case), but the work of upgrading a customized site from CP2 to CP3 will give you the chance to experience the changes and get a firm grip on them. If your site is highly customized you’ll be getting that grip for weeks to come. In order to document the various things to understand and pitfalls as well as best (or, lacking true expert opinion, at least decent) practices, I felt this would be a good time to begin blogging on the way things are done in CP3, using real world examples to document how things were, and how things are. We will start with the most basic of functions and then branch out to ever deeper customizations. To start, however, understand that it is not my intention at this time to go over basic MVC and how CodeIgniter itself works. While that may be post-fodder for a later date, these first handful of posts will handle CP3 itself, beginning with this first post, a broad overview of CP3 and how it works differently from CP2.

Back in the old days </grandpa voice> when we wanted to change a widget in any way other than by CSS, we had to copy that widget and make our changes to the view, controller or logic files as the case required. This came with a lot of flexibility, but also had the downside of divorcing that widget from the parent from that point forward. Your Multiline widget gets some neat new highlighting feature? Your CustomMultiline copy will never know about it. You’re going to have to go in and update your code…and who among us has that kind of time? With CP3, some real inheritance/extension has been introduced into widgets. When we create a widget we can choose to extend it from a base widget, and then determine what part of that widget we are impacting. Want to rearrange the display of the answers that the Multiline widget exposes? Then you’re going to modify just the view and ideally extend it. Need some neat new YUI features attached to your input box? Simply extend the logic file. Want to cause your input boxes to do a database write before form submission? Extend the controller with its own built in AJAX endpoint (more on that in a later post) and add a listener to the extended logic file for onBlur.

What all of this means is, we now have the potential to layer code on top of existing code in a way that preserves the baseline. If that baseline updates, our new widget gets the update as well. If we need to go one step further and override a method, either in the controller or logic, and we can’t simply include the parent (in the vast majority of cases we can) then only that small part of the whole codebase gets divorced, the rest of the code inherits just fine. There are exceptions to all of this, which we will go into in later posts, but by and large, inheritance is the watchword of the new framework. How things are done is going to feel very different, but hopefully through the following weeks, with plenty of examples, that learning curve can be simplified. Real world examples are critical for something like this, so the next post will be for performing what is likely the most basic extension for a widget, modifying the view. We will walk through, step by step, how to take the multiline widget and both add to as well as modify how it functions. There are a few gotchas in there, and I’ll go over those as they become relevant.

Stay tuned.

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in Uncategorized | Leave a comment

Siebel and Oracle RightNow CX can coexist! – May 2014 Part 2

May 2014 Part 2

In the previous post we focused on enhancements to the UI framework and mobile surveys. Since there are so many enhancements and features in the May 2014 release of Oracle Service Cloud RightNow, this is a multi-part series. If you did not read part one, I suggest you read that first: http://blog.evergegroup.com/?p=1275

Siebel Integration

Siebel is a best of breed on premise solution that is another component of Oracle’s CX suite of products. As a first step to bringing these two solutions together, Oracle has introduced an integration that allows the use of RightNow’s customer portal to submit service requests that will in turn be created in Siebel. This allows businesses to use a hybrid solution that leverages their on-premise Siebel CRM alongside RightNow’s robust knowledge base.

siebel1

As an advanced step towards integrating cloud and ground solutions, eVerge has built an integration that allows the submission of service requests through customer portal either through the use of web services or Open UI embedded within the RightNow customer portal framework. A customer logging into the portal can use the same login as they previously used for Siebel eService allowing Single Sign-on (SSO) between the two systems. This can be implemented using a third party identity provider, SAML or Pass-through authentication (PTA).

siebel2b

Once logged in to the Portal a customer can do all of the usual activities that RightNow offers like viewing open and resolved incidents (Siebel equivalent of service requests), changing password, updating profile, chatting with an agent or searching for knowledge.

From an agent perspective the eVerge solution includes the ability for agents in a call center to:

  • search answers
  • propose new content
  • update existing content
  • associate a specific piece of knowledge (answer) with a service request

This is all done from within Siebel through an integration using Rightnow’s knowledge foundation and Connect for web services APIs. This means that agents in the call center get the benefit of added functionality without the need to learn a new tool.

siebel3

 

Knowledge management personnel using the RightNow desktop are alerted when new answers have been proposed or an update has been requested and who submitted it. Through the use of exceptions in analytic reports knowledge managers are also able to keep track of which answers require updates and if it has not been reviewed within an acceptable timeframe a notification is sent to the supervisor.  There are other moving parts as well that can be configured to meet the business needs of any organization.

This is a crucial time in the evolution of cloud solutions and the continued viability of ground. Both will peacefully coexist and businesses do not need to sacrifice investments to abandon on premise architecture. There has been an increase lately in the number of articles that address this topic both Gartner and Forrester addressed the hybridization of cloud and on premise solution in their top technology trends fro 2014.

Integration and coexist strategies are technological imperatives that will shape the future of customer experience. I will be speaking about the topic of integration and coexistence as it applies to customer experience in September at Open World. If you want to attend Open world make sure you register early: https://www.oracle.com/openworld/index.html

siebel4

More information about the sessions I will be presenting at can be found in the catalog: https://oracleus.activeevents.com/2014/connect/speakerDetail.ww?PERSON_ID=76D52C98D2DB1449F2991D697C3997B0

We have implemented a similar solution for one of our key customers who have agreed to share the stage with us at Open World and share more information with others who may already be using Siebel but want to expand their footprint and improve customer experience by implementing a modern, robust self-service customer portal.

For more information on the May 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

 

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in CRM, CRM integration, Customer Experience, CX, Oracle, RightNow | Tagged , | Leave a comment

What’s in the Box? Oracle RightNow CX: May 2014 Part 1

There are so many enhancements and features in the May 2014 release of Oracle Service Cloud aka RightNow that this will be part one of a multiple part series. In this post we will focus on two of the major new features updated UI framework and mobile surveys.

Updated UI framework

One of the biggest new features is the new Agent console. It allows Agents and Administrators to customize the layout to their personal preferences and optimize it based on preference. There are eight key features to consider when using the new User Interface (UI).

Change in console configuration: By default a second navigation pane has been added on the right of the content pane, for more flexibility when arranging the different elements.

may1

 

 

 

 

 

 

 

 

 

Movable tool windows: may2

Recent Items, Navigation and the Quick Search tool windows can be arranged in any order, moved to other areas, displayed as a floating window or    removed from the console completely.

 

Customizable tool windows: New buttons near window titles allow custom actions like Close, Minimize, and Customize List.

Ability to undock editors: You can now undock any administration or workspaces editor and display it in a separate window. This provides you with another way to optimize screen layout.

Simplified workgroup functionality: As part of the new UI workgroup functionality may3has been simplified to include sub-tabs. When you have an incident open the contact record now opens on a sub-tab below the incident’s content pane tab.

 

 

 

New application options: You can now choose which tool display on the navigation pane for all navigation buttons. A Reset Tool Windows shortcut has also been added to revert windows to their default locations.

may4

 

 

 

 

 

 

 

 

Expanded auto-complete functionality: When assigning a common object like incidents  from a report, auto-complete works identical to when assigning directly from the incidents editor.

Customizable Search window layouts: This is one of those new features that I have been personally asking and waiting for patiently. I had many requests for this from clients; you can now customize the Search window used in reports and dashboards. You can define positions, sizes, ordering of filters and you can manage whitespace by stacking smaller filters and wrapping date range filters.

may5

 

 

 

 

Mobile surveys

may6At long last surveys can be rendered and optimized in a format that works well on various sized mobile devices. You now have ability to preview surveys in a mobile optimized format right from the ribbon bar or survey tasks section. There are four new reports that comprise a Mobile Trends Dashboard to assist with analyzing things like mobile versus desktop software usage. Other new options include conditional and case sections as well as the ability to switch between desktop and mobile mode on a device.

 

may7

For more information on the May 2014 version including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in CRM, Customer Experience, CX, Oracle implementation, RightNow | Tagged , | Comments Off

Key Tools to Navigate in the Social Stratosphere

Some of you may know that I travel quite frequently to attend events, meet with clients and more but did you know I recently was in an emergency landing on a nationally known airline? I am not going to go into the specifics of what I felt or how others around me were dealing with the announcement of a possible water landing but it got me thinking about social and the importance of being connected. Why on earth have I been thinking about this? I have two answers to this, first the wi-fi service was not working on the entire flight so I could not alert my family that we were being diverted to another airport with a longer runway or yes potentially send them one last I love you.

My photo used on the Today show. They contacted me after seeing my tweets. We know they are using social tools.

Second, when we did land and we were stuck in the grass while FDNY in hazmat suits approached and someone took pictures of us and tweeted them out I was assured by the @nationallyknownairline on twitter that they were doing everything they could to get us off the plane immediately.

Don’t they tell us that in case of emergency evacuate as soon as possible?

Let’s get back to the point, staying connected in an era where social and the customers that use it are shaping how companies engage. I have since done some experimenting with companies that I know respond at least some of the time to tweets. On average if it is a company I know does some type of social monitoring and I ask a direct question I will get a response 25% of the time. This is generous estimate. If I merely mention the company or the twitter account that is being monitored I get a response less than 5% of the time.  There are a lot of statistics out there that tell companies they need to be doing more but are they listening? I think slowly they are beginning to. Social channels are maturing and new ones are constantly popping up. This time last year most people probably had never heard of pinterest, snapchat or even Instagram. Now they are regularly on the news and even mentioned in nightly television programs and sitcoms.

Two weeks ago I attended the Oracle CX Summit for partners at Oracle Headquarters in Redwood Shores, California and I had the chance to listen to information about updates to Oracle’s CX suite of products including RightNow, SRM (Social Relationship Management) and Eloqua. There were other products featured as well but these three stand out because they have a social footprint to varying degrees.

#CXSummit Twitter feed

 

I asked @nationallyknownairline  what product they use to monitor twitter and keeping with the typical pattern I have been seeing they did not respond. However after some internet research I came across a video of their social lab where the agents who used to be reservations agents were taught to monitor twitter. The lab had a wall of monitors displaying facebook, twitter, live tv, tweetdeck and hootesuite. When asked why they use so many different tools they responded that they want to take advantage of different benefits and nuances of each tool. While I commend them for even having a social lab to begin with they have a long way to go.

 

Being that I am the most familiar with RightNow (Service Cloud) I will begin there. Social monitoring was introduced in the product a few years ago and has been continually enhanced with each quarterly release.  Being that RightNow is primarily a call center application many times the departments using this feature are part of the customer support organization and use it purely in a service capacity. Many companies using it are still at an early stage where they have some searches set up, may respond occasionally but that is all.

Ideally they should be using it as a legitimate channel and reach out to customers that are having a problem and generate an incident. They could also use it to proactively communicate information such as upcoming product releases, service advisories or even to identify potential problems before it is too late. If you have been in the customer service industry you have heard that 89% of customers will switch brands after one negative experience but what if that one person tweeted about it and all their friends in turn retweeted it. 

A company could be quickly facing some very unwanted sentiment from the social ether.  The February 2014 release of RightNow had some nice updates to this feature.  If you want to read more about it peruse one of my previous posts, email me or find me on twitter @just_rhianna  and request a demonstration.

For general information on Social monitoring in Oracle’s Service Cloud read this and make sure to read some of the whitepapers and case studies: http://www.oracle.com/us/products/applications/rightnow/social-experience/social-monitor/overview/index.html

 

SRM is a purely browser based application where you can set up listeners, social pages, workflows and even integrations to RightNow and Eloqua. It is classified as part of the Oracle Social Cloud. The audience for this application is primarily the marketing arm of a business but can be used by support as well. In fact I know at least one electronics manufacturer where customer support falls under marketing. Yes it makes for some interesting internal conversations but how powerful would that be if your marketers were listening to social chatter, identified some potential fires and were able to seamlessly pass them on to the call center agents that were using RightNow? Everyone one wants a 360 degree view of the customer, don’t they? The answer is they should!

 

 

 

 

 

 

 

For more information on Oracle Social Cloud: http://www.oracle.com/us/solutions/social/overview/index.html

The anchor of Oracle’s Marketing cloud is Eloqua, it is geared towards marketing and deals mainly with the more traditional channel of email.  There are still large demographics of people that are not adopting newer social channels therefore I do not see email going the way of the CD just yet.

 With Social Sign-on Apps from Eloqua, businesses can prompt visitors to sign on with their Facebook, LinkedIn, or Twitter login to access their marketing asset. Eloqua Social landing page apps are accessible directly within the landing page editor. Each tool, such as the social sharing tools for Google+, LinkedIn and Twitter can be dragged onto the landing page canvas with a single click and quickly configured.  Allow users to share content with their network within Google+, LinkedIn, Facebook and Twitter!

Integrate with Oracle SRM to better target your campaigns to address what is being discussed by your targets.

In fact, each of the solutions I spoke about have integrations that allow them to seamlessly interact and provide better insight into customer activity whether it be purely social, marketing or service. More information can be found in this data sheet: http://www.oracle.com/us/products/social-relationship-mgmt-brief-1915605.pdf?ssSourceSiteId=opn

At eVerge Group we have a vast amount of experience across CX, Marketing and Social and can provide assistance with assessments, best practices, implementations, integrations and more. I would like to thank Jim Sibley for his contribution to this article and for continuing to share his knowledge of Eloqua with me.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for six years.

 

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in Customer Experience, CX, Oracle, RightNow, Uncategorized | Tagged , , , , | Comments Off

Oracle BI Mobile Application Designer (MAD)

Oracle introduced another great application called “Oracle BI Mobile App Designer (MAD)” in Release 11.1.1.7.1 of Oracle Business Intelligence Enterprise Edition (Oracle BI EE).

The Oracle BI Mobile App Designer (MAD) is a new design tool for business users to easily create stunning and interactive analytical applications for use on any major mobile device.  With Oracle BI Mobile, businesses have been able to deploy full interactive dashboards with no additional development using Oracle BI Mobile HD on iOS devices. Now, you can create purpose-built mobile analytic applications for any smartphones and tablets with drag-and-drop simplicity using Oracle BI Mobile App Designer. BI Mobile App Designer complements BI Mobile HD and is packaged with Oracle BI Foundation Suite and the BI Mobile option to OBIEE.  Some of the MAD highlights include:

Mobile-first Business Apps – BI Mobile App Designer is the ideal solution for users that want targeted, business-specific mobile apps that are easy and fast to build, require no programming expertise, and can be delivered to users across all the major mobile platforms and devices. Apps are built with support for touch and gestural interactions built in.

Intuitive App Design Interface – BI Mobile App Designer has a simple drag-and-drop interface that allows business users to select their data visualizations, including: tables, charts, navigation panels, repeating grids, images, text narrative, etc. These elements can then be dropped onto a palette to create mobile apps within minutes. Third-party plug-ins like Google Maps, Sunburst Visualizer, etc., can be incorporated and used in a similar manner. A preview function allows users to see their apps within a computer’s browser, or on a mobile device by scanning a QR code, without requiring any installation or configuration.

Portable Device, Platform, Screen-size Design  – BI Mobile App Designer is certified to support iOS, Android, and Windows Mobile Smartphones and Tablets. Since it supports HTML5, most mobile browsers can run BI Mobile App Designer apps. No plug-in, installation, or download from a third-party app store, is required.

Enterprise Integration – Oracle BI Mobile App Designer is a part of and is fully integrated with the Oracle BI Foundation. Users can create mobile apps with enterprise data from the BI Semantic Layer (RPD), with data from BI Publisher data models, or Excel data files with seamless support for, and the benefits of, role-based data-level security that the Oracle BI Foundation suite provides.

Drag and Drop – The easiest way to create UI is to drag and drop. MAD has beautifully incorporated this feature where one can build the entire BI Mobile Application just by dragging and dropping components and data fields as required.

Oracle Mobile Application Designer Drag n Drop

Interactive  – MAD is based on the “gestural” principal of touch and swipe. As most mobile apps use this technology for interaction, MAD has followed suit to adapt gesture interactivity for all the components in its libraries.

App Library – Users can share their new mobile apps across organizations using the publish feature. They can subscribe to these apps and receive updates when changes are being propagated to their subscribed apps.

Security – As MAD is integrated with Oracle BI Foundation Suite, the BI content has proven enterprise level security and performance capabilities.

HTML5 – The complete BI Mobile Application Designer output is generated in HTML5 including the data visualization charts. It can run on any platform device or operating system without any glitches. MAD follows the philosophy of “Build once, distribute anywhere.”

A sample Mobile App Designer Screen:

The result in iPad:

Other features include…

  • Supports drill down charts.
  • MAD comes with a separate filter component.
  • Multiple types of data visualization supported such as; Line, Bar, Area, Bubble, Pie, 3D graphs, Circular and Funnel.
  • Simple tables as well as complex pivot tables can be built.
  • Images can be added by uploading them, using the URL link, or inserting them from a database field.
  • MAD’s greatest strength is its repeater components! (ex: Tile and Accordion.)
  • Complex frame sets can be created by including frames for laying out the components to make them aesthetically appealing.
  • Choice of many Black and White themes.
  • MAD applications can be built using three types of data sources: subject area, data sources, and external excel files.
  • Drag and drop feature of the data fields from data source into the visual components.
  • Clean layout, perfectly aligned component sets and toolbars help in building complex dashboards using few clicks.

Limitations of MAD include…

  • Have to build support dashboards for Mobile and Tablet devices
  • Theme change effect is not being applied to all the properties of components (you can see the black text on chart labels in the black theme). These kinds of glitches can also be seen on the tables
  • Backspace does not work
  • Deleting a column from a table is not user friendly
  • Cannot add columns if there is no space

How do you get this?

  • BI Mobile App Designer is available now as a patch to Oracle Business Intelligence Suite Enterprise Edition, version 11.1.1.7.1. (patch number 17220944 at support.oracle.com)
  • BI Mobile App Designer is licensed at no extra charge with Oracle BI Foundation Suite and Oracle BI Mobile

eVerge Group is an Oracle Platinum Partner with extensive Oracle implementation experience in Oracle Business Intelligence. For more information about our business solutions, contact us at our website. http://www.evergegroup.com/contact.php

About the author: Garrett is Director of EPM Solutions who has worked with eVerge Group since 2005.

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in Business Intelligence, Business Solutions, Oracle | Tagged , , , , , | Comments Off

BI Success Checklist

It goes without saying that there are many reasons why BI implementations fail or succeed.  However, my experience over the years has taught me that some are more important than others.  My top ten are….

  1. Choose the right tools
  2. Obtain buy-in from stakeholders (business support is paramount)
  3. Agile implementations win
  4. Bring the right competence on-board (the right skill sets make a world of difference)
  5. Set goals, make plans and follow through
  6. Set up routines for data quality (your data is likely worse than you think)
  7. Set up and maintain meta-data (think re-usability)
  8. Do not forget about scale and performance
  9. Ensure organization is mature
  10. Make it last  –> BI is a journey

eVerge Group is an Oracle Platinum Partner with extensive Oracle implementation experience in Oracle Business Intelligence. For more information about our business solutions, contact us at our website. http://www.evergegroup.com/contact.php

About the author: Garrett is Director of EPM Solutions who has worked with eVerge Group since 2005.

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in Business Intelligence | Tagged , , , , , | Comments Off

Formulating and Executing a BI Strategy

A good BI Strategy has been and continues to be a hot topic.  How to start?  Where to start? Who and what do we focus on?  These are all valid questions and can go in many directions.  Having worked with many organizations, I’ve found that a good BI Strategy focuses on three primary aspects.

Faster

Today, companies get their financial and performance metrics in a number of ways. More than likely, it involves analysts in the organization combing existing excel spreadsheets and/or reports to aggregate the data to build a performance dashboard which is then circulated and elevated to the executive team. A good BI strategy starts with understanding these existing processes, and works to build solutions that expedite this process and enables ad hoc reporting.

A CFO should be able to open a BI tool, and ask whatever question they might have around their financial performance and get an accurate response within a certain level of detail (state vs city, product vs SKU, etc). If they have to wait a week and worry about accuracy, then it’s a key pain point to focus on during the faster aspect of the strategy.

Smarter

Beyond simply providing faster analysis within an organization, a good BI solution should make people smarter about their company by providing analysis and insights they couldn’t otherwise get on their own. As I mentioned in the previous section, organizations are getting reports today and know roughly how they’re doing (especially if they’re public) but having correlations between different silo’s of data can reveal things that executives may have not noticed before. This is a big reason for big data, but you can have very little data from different groups tied together in a single data warehouse and then leverage BI tools to help pull it together in a report, and get a great deal of value. A good BI strategy will focus not just on existing data, but new insights gained as well, from the BI activity.

Clearer

Getting good analysis, and smarter insights doesn’t guarantee that everyone has a single version of the truth and that they all understand what they’re seeing. Having a plan for how the data will be visualized, and ensuring the right controls are in place to validate the output is essential. Putting checks and balances in, so you can leverage tools like Oracle Business Intelligence to build new types of visualizations can make all the difference on transformation useful data to actionable data.

eVerge Group is an Oracle Platinum Partner with extensive Oracle implementation experience in Oracle Business Intelligence. For more information about our business solutions, contact us at our website. http://www.evergegroup.com/contact.php

About the author: Garrett is Director of EPM Solutions who has worked with eVerge Group since 2005.

 

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in Business Intelligence | Tagged , , , , | Comments Off

Spotlight on Oracle RightNow CX: February 2014 Part 2

Oracle RightNow CX: February 2014 Part 2

As I stated in part one of my spotlight on the February 2014 release of Oracle Service Cloud aka RightNow, this release includes many new major features, enhancement of existing features spanning all areas of the product and new tutorials. I am happy to report that I have just received my new February 2014 demo site and will be taking full advantage of the new bells and whistles. This part will focus on the second half of the new features and will wrap up the two part series. Read Part One if you missed it last week.

Cross-Channel Contact Center

Feedback which is the RightNow module that contains transactional, broadcast and polling surveys has finally been enhanced to allow all users to respond to surveys that have been sent to them even people that require compatibility with accessibility tools. It is worth noting that web accessibility optimization for feedback surveys is listed in the release notes as one of the Major New Features and that adding a question to a new or existing survey will trigger the accessibility enhancements to be automatically applied. In the User Guide for February 2014 reading about new accessibility enhancement will refer you to Oracle’s Accessibility Program for more information. I did a quick review of the page and it included detailed policy information, news, how-to articles as well as quotes about the initiatives like the one below:

“Oracle is committed to creating accessible technologies and products that enhance the overall workplace environment and contribute to the productivity of our employees, our customers, and our customers’ customers.”
—Safra Catz, President, Oracle

 

Analytics Report Delivery Options have been enhanced to include a compressed csv format that will allow an increased amount of data to be sent up to one million rows. This is good if you are trying to run large reports with data that goes back a few years. Prior to this Major Feature you were limited to running reports with a max row count of 10,000. The row count was increased in Excel in 2010 to allow one million rows so if you worked for a company that had adopted office 2010 then you would have to limit the date range on reports generated in RightNow, export many multiples and merge them back together in excel. With the new feature you will save time, decrease the risk of errors and report failures. Although this is a little overdue at this point it is still a welcome enhancement that improves usability, decreases defects and increases capacity. There are some restrictions that I have included below from the user guide:

 

Outlook Integration has been around for quite some time from an Administrative and Agent perspective I think this feature will not make your job easier if you are used to the robustness available in the .Net client. However if you have Executives, Sales representatives or other staff who are on the go a lot or do not need the full .Net client this is an option that is extremely convenient and requires little training once implemented. The difference in February is that RightNow has added support for both Outlook 2010 and 2013 64-bit so now you can have outlook integration on a wider set of versions. The integration allows the user to sync contacts, tasks and email from a button that appears at the top of the Outlook window in the Ribbon bar.

 

Policy Automation (OPA) was released in February 2013 and is used for businesses that have a lot of policies examples of use cases are eligibility for social programs like food stands or finding out if you qualify for a student loan. I previously reviewed OPA when it was introduced if you want to know more you can read about it in my February 2013 review. In order to update a policy business users update a word document and then upload to the Service cloud with a click of a button.

OPA Interview Enhancements include:

  1. New pop-up date control option for calendars
  2. Ability to collect rows of data in a tabular entity collection which is column based

 

 

OPA Agent Desktop Enhancements include:

  1. Ability to run multiple agent interviews at the same time
  2. Allow sub-interviews to allow a natural customer interaction flow
  3. Keep an accurate record of customer experience interaction by automatically saving incident thread.

 

OPA Enhanced Rules Navigation improves productivity for staff modeling and testing policies.

  1. Use word to navigate rule structure
  2. Highlight a section of the document in word or excel to launch the debugger tool and debug the current rule or test case

 

 

 

 

OPA New Sample Project Templates include options for financial services, higher education, media and entertainment. You can enhance existing interviews by features from the new samples and use as a framework for new interviews.

Oracle Service Cloud Integration enhancements will be covered as a separate post.

There is a wealth of information on the different releases available including release notes, manuals, webcasts, tutorials and community posts. Please review at the official RightNow documentation overview page.

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for six years.

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in CRM, CX, Oracle, Oracle implementation, RightNow, Uncategorized | Tagged , , | Comments Off

Spotlight on Oracle RightNow CX: February 2014 Part 1

Oracle RightNow CX: February 2014 Part 1

Oracle has started the New Year off with a bang with the February 2014 release of RightNow (Now Oracle Service Cloud). This release includes many new major features, additional features spanning all areas of the product and new training areas as well. As it was just generally released this week I am still waiting in line to get my hands on demo site. Part one will focus on the half of the new features with a second part to follow next week.

 Web Customer Service

Virtual Assistant is an online concierge with human-like conversational capabilities that will lead customers through natural dialogue. This feature was released last quarter as part of the November 2013 release of RightNow. It can link to RightNow’s knowledge base and chat offering a truly personalized experience. This release brings enhanced functionality extending the visibility of customer profile and incident history, analytics that will track interaction based KPIs with visibility to customer feedback and a connector to external APIs that will leverage web services to pull contextual data as well as push actions like creating an RMA.

Dynamic Forms API has been developed to aid in easier creation and customization of forms like the Ask a question page. In previous versions of Customer Portal in order to do any dynamic page rendering you would have to leverage the javascript API and put your coding skills to the test. This new API provides sample widgets and a dynamic Ask a question page with a full set of comments to aid in understanding how to utilize it. The dynamic forms are not part of the reference implementation but the standard pages have been modified for the feature. Using the Fields.js module input widgets can now subscribe to an OnChange handler that will track when the value is changed there is also a hide_on_load attribute that can be used to control the display of widgets on page load. This is one of the new features that I am really excited to dig into as it will allow for less custom code which  means faster development time and easier upgrades.

 

Community Search Experience allows results to be returned that come from both the RightNow Knowledge base answers and community posts. Ithas been enhanced to include interactive filters and sorts which refresh the page when applied. This creates a more dynamic and improved search experience that will allow customers quickly find relevant information as well as decreasing duplication of posts and incidents in the contact center.

Cross-Channel Contact Center

Mobile Agent App has been continually enhanced with each new release. This time the ability to see custom objects within the mobile app has been exposed which greatly extends what can be done with the app. This brings us much closer to having the ability for a purely mobile agent. You can now use analytics reports to customize what is displayed for search results and lists of incidents, contacts and custom objects. Options available in the mobile workspace designer have been expanded to include the ability to have hyperlinks and reports on the workspace. Finally you can also attach photos from your mobile device.

Product Registration and Asset based SLAs in the past assets or product registration was created by RightNow customers as a customization. When custom objects were introduced it became even more popular as extending the database was much simpler. Finally Oracle has decided to add this as an out of the box feature with a standard database table to store asset information. Products can be registered by a customer on customer portal or by an agent via the desktop but most importantly you can now associate an SLA with the asset.

 

 

 

 

 

 

 

 

 

 

 

There is a wealth of information on the different releases available including release notes, manuals, webcasts, tutorials and community posts. If you want access to this information much of it is in the announcements section of the CX customer community http://communities.rightnow.com/posts/ca448b0b07

If manuals are not something you are dying to read then at the very least take a few minutes to watch the webcast by Chris Patterson.

https://oracleweb.webex.com/oracleweb/ldr.php?AT=pb&SP=MC&rID=80618707&rKey=37996be86b4a6217

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for six years.

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in CRM, Customer Experience, CX, Oracle, Oracle implementation, RightNow, Uncategorized | Tagged , , , | Comments Off

CX Resolutions for 2014: Customer Experience

Last week we explored the concept of Commitment and the reciprocal relationship that must exist between an organization and its customers if an organization wants to truly maximize the benefits by adopting this concept as a resolution in 2014. If you have not read the previous post or others in the series on business resolutions you can find them here:

What do you think is the most important #CX resolution that companies should keep in 2014? pic.twitter.com/xJK2bOUC9O— Oracle CX (@OracleCX) January 16, 2014

Customer Experience is another must in the list of concepts presented by @OracleCX in the above image. On their website Oracle describes Customer experience as: the set of perceptions a customer has with a company throughout the buying and owning interactions. Positive customer experiences enable businesses to attract more, retain more, sell more, sell for more, and do more”. (Oracle.com)

 

The first time I really heard Customer Experience used as a phrase meant to define a movement was in 2008 when a solutions consultant working for the then RightNow Technologies handed me a book called Eight to Great written by Greg Gianforte the CEO and founder of the company. Before this time you heard about customer satisfaction and customer relationship management (CRM) but customer experience was still almost an afterthought at many organizations. In my almost two decades of experience working in or with customer service departments it was very clear at least for the first half that service was treated like the dirty secret that you needed to keep in the closet. The view from us soldiers in the trenches was that the big business didn’t care about us because we weren’t revenue generating, however what started to happen is that smart people outside the trenches began to realize what we knew all along. Supporting existing revenue had an impact on the way new revenue was generated, in other words happy customers equals more purchases for your brand.

 

In 2011 RightNow renamed the releases of its product to include CX in the name bringing even more attention to Customer Experience. If we jump ahead to later in 2011 the morning of the RightNow summit in Colorado I was sitting in Starbucks with a colleague and my phone starts going crazy with text messages, emails, google alerts all about one thing. RightNow has been bought by software giant Oracle. I remember very clearly there was a lot of anxiety at the summit that year as people waited with baited breath to hear what Greg Gianforte would tell them at the Keynote.

 

There was a very interesting video on the future of CX played that day and while yes it turns the typical daily interactions that most people dread into a sort of utopia I try to share it with people whenever I can. This video gives a glimpse of the future and how one might leverage a best of breed suite like RightNow in their business.

 

Jump ahead to 2014 and CX has been an almost colloquial phrase within customer oriented organizations. There is so much activity on #CX on twitter that I can’t keep up anymore. Even with all of these strides there is still plenty of room for growth and improvement. Organizations should still keep a careful watch on customer experience and strongly consider adopting it not just as a resolution for 2014 but as part of their core values.

 

In an Oracle Blog post from David Vap Group VP (another veteran of customer experience) he summarizes 8 predictions for customer service in 2014 and mentions how customer experience is transforming and will continue to do so into 2015 and beyond. At Open World 2013 in San Francisco I saw an amusing and thoughts provoking demonstration on how a coffee maker’s internal systems are being integrated with RightNow CX. David played the upset customer in good fun but the message behind it was this, not only are customers continuing to expect contact points across all channels but now they want their devices to do their own service or at the very least they want YOU the Organization to know who they are when they are calling and what they own 360 degree view.

Is it a coincidence that Greg’s book, David’s blog and the customer lifecycle are all based on infinity loops? I think not.

 

 

 

News FLASH: The February release has become generally available as I write this. Be sure to watch this space as I take a short break from the resolution series to review what’s new. If you missed the release you can find documentation ad a webcast about the new version here: http://communities.rightnow.com/posts/ca448b0b07

If you are interested in learning more or have questions feel free to reach out to me at cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience. For more information about Oracle RightNow CX and our other business solutions, contact us through our website: http://www.evergegroup.com/contact.php

About the author: Rhianna Albert (Just Rhianna) has an extensive background in customer support systems and processes, is an active member of the CX community and has been implementing and integrating RightNow solutions for seven years.

Share : Share on TwitterShare on FacebookShare on Linkedin
Posted in CRM, Customer Experience, CX, Oracle, Oracle implementation, RightNow | Tagged , , , | Comments Off