eVerge Group experience with Functional Setup Manager (FSM) for internal implementation

We want to take a few minutes to review the benefits eVerge Group has recognized leveraging the Functional Setup Manager (FSM) within Fusion during our own internal implementation of HCM.

Oracle’s Fusion Functional Setup Manager is a new feature in Oracle Fusion applications that provides a “launch pad” to perform all tasks related to application setup.  FSM produces pre-packaged, sequential task lists based on the responses to a list of functionality questions. The task lists allow project managers and implementation team members the ability to plan and manage configuration activities.

FSM is a separate module within Fusion, which manages all the setups of the various offerings you have licensed (been provisioned) within the application.  This includes various pre-defined and configurable checklists for project resources to setup and monitor.  Tasks can be assigned to various Fusion project users; status of task completion is reported at parent task and implementation project level.  This functionality also allows users to migrate configurations from one instance to another (Test/Production).

 

 Some of the key functions and benefits of the Fusion Functional Setup Manager are: 

  • Setup Offerings:  A built in decision tree to fine tune your configuration requirements which creates pre-packaged, extensible setup plans and tasks.  This results in personalized setup needs down to the business user level. 
  • Setup Manager:  An easy to use interface that is used to manage all aspects of functional setup in one single point of entry that includes task assignments, due dates and delivered dashboards. 
  • Setup Export & Import:  FSM allows users to identify the configuration that they want to package to move setup across systems, primarily used for Export & Import of setup data. 
  • Setup Reporting:  FSM offers built-in collaboration and reporting.  This is used for reporting on the status of functional configurations and the validation of those configurations and setup data.

 Whether you are implementing Fusion applications for the first time, or you are adding a new module to an existing implementation, or perhaps changing the existing setup data, any implementation project will go through Planning, Implementation and Deployment.  Fusion FSM manages and facilitates all 3 phases of configuration.

 So, why should your organization fully utilize Fusion’s Functional Setup Manager?  It minimizes time to deploy with predefined setup offerings, guided and sequential task lists, and the ability to set up once and import or export to other instances.  Your organization will reduce implementation time using the rapid start that FSM provides.

 To learn more about Fusion and how we can help empower your organization, please contact us at 888-548-1973.

 

Oracle RightNow CX Feature Focus: Chat Availability Controls

Welcome to the third installment of the 2012 RightNow CX feature focus. In the last installment we discussed the updates to Cloud Monitor in the February 2012 release. If you missed the review you can find it here: http://blog.evergegroup.com/?p=521

Today let’s talk about a major change to Chat from the May 2012 release. I have worked on several projects implementing Chat and at one point I worked very closely with some folks at Oracle/RightNow to do a proof of concept app (very cool) for mobile devices that was demoed at the last RightNow summit at the Broadmoor in Colorado. But I digress, back to a very cool piece of PHP code: the ConditionalChatLink widget that will truly help customers on their quest “To Rid the World of Bad Experiences”.

 

 

Chat Availability Controls

From the release notes:

The new ConditionalChatLink widget for the customer portal lets customers know whether chat sessions are currently available, if agents are available, and what the expected wait time is. When customers click the link, the Live Help page opens. By default, the widget checks for agent availability every five seconds for the first ten minutes, then every minute thereafter. In the reference implementation, the widget appears in the sidebar, but you can place it on any customer portal page. A syndicated ConditionalChatLink widget is also available to let you add a chat link to any external page.

How does this change impact the customer?

The ConditionalChatLink widget provides visibility to the customer and prevents the frustration that comes from thinking chat is available and clicking only to find out that their efforts were in vain. Providing  the customer with an almost real time status on the availability of Chat Agents goes a long way in solidifying a company’s status as one focused on Customer Experience. It is these types of simple changes that pave the way for the future of customer experience.

 

With this widget you can now also extend the ability of the syndicated chat widget and have the status update on external pages as well as those hosted on the Customer Portal.

The following configuration options are available for the ConditionalChatLink widget. You can read more about what each feature does and how to configure the widget in the May 2012 documentation. https://documentation.custhelp.com/euf/assets/docs/may2012/olh/wwhelp/wwhimpl/js/html/wwhelp.htm

 

  • Detect incident ID automatically
  • Open a different chat launch page
  • Hide the link when agents are unavailable
  • Ignore chat session pre-routing information
  • Initiate the link by event
  • Configure additional attributes

Oracle RightNow Chat Cloud Service is both a powerful and effective live communication channel that is continuing to grow dramatically alongside the newer less traditional social channels like Facebook and Twitter. The Oracle team published a great best practices guide that I have used many times when implementing chat for clients. It was written between the February and May 2012 releases but much of it is still quite relevant. It is a fairly quick read of about 12 pages and I would strongly suggest it for anyone looking to build a business case to implement or to improve a current implementation.

 http://www.oracle.com/us/products/applications/best-pratce-chat-deploy-wp-1560487.pdf

 If you are interested in learning more or have questions about  the Chat widget 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 over five years.

 

Oracle RightNow CX Feature Focus: Cloud Monitor

Ladies and gentlemen: welcome to the second installment of the 2012 RightNow CX feature focus. In the last installment we discussed the introduction of the Knowledge Foundation API in the February 2012 release. If you missed the review you can find it here: http://blog.evergegroup.com/?p=496

Today I would like to discuss the updates to Cloud Monitor from February 2012. This feature has been around for a few years now. In fact I even did a presentation to the New York CX user group back when it first came out. I was still a user and I was so excited to see it in action that I became an early adopter. Cloud Monitor has evolved quite a bit since then but still provides valuable insight into non-traditional call center channels and even allows support agents to respond back to users proactively via the same channel. I use social media quite a bit and on the few rare occasions where companies responded directly to me as a result of a comment I made out into the ether, it made me feel like I had a personal connection to the entity. Cloud Monitor is one of the tools that can help companies realize and achieve this level of social maturity.

 

 

 

 

 

 

Cloud Monitor subscriptions

From the release notes:

RightNow Cloud Monitor now supports subscription-based cloud searches to capture the entire thread content of a Facebook page or an RSS feed on a recurring basis. Subscriptions return all content available from the selected channel, including any comments associated with Facebook posts.

• The Cloud Monitor now conveniently displays favorite searches, subscriptions, and Twitter private messages together in a single dashboard.

• Subscriptions can be enabled for any custom Facebook or RSS channel.

• The redesigned Add Cloud Monitor window now allows multiple searches to be added to the monitor at once.

• Subscribed search results are automatically updated every fifteen minutes.

• For Facebook subscription results, comments are grouped by thread.

            Below are my thoughts and their impact on the above five bullet points:

1.    The Cloud Monitor now conveniently displays favorite searches, subscriptions, and Twitter private messages together in a single dashboard.

In previous versions, reports were separate but now all the above information is conveniently packaged in a dashboard. Dashboards are great for power users and supervisors as they provide key information that is actionable in a convenient snapshot view. I have designed many such snapshots both as a user of CX and as a partner. Clients that appreciate the power of good analytics reports always walk away happy when they have a few shiny new dashboards in hand and in this case the report comes standard with no customization required.

 

 

 

 

 

 

 

 

 

 

2.    Subscriptions can be enabled for any custom Facebook or RSS channel.

This increases the robustness of Cloud Monitor exponentially. A feature allowing monitoring of multiple pages across Facebook and RSS, how can this not be good?

 

 

 

 

 

 

 

 

3.    The redesigned Add Cloud Monitor window now allows multiple searches to be added to the monitor at once.

In previous incarnations of CX having to add a search, click OK and then add a new search was just, in a word, annoying. Being able to add multiple searches at once may not seem like a major technologic advance but it goes a long way to increase usability. Let’s face it if the software is not user friendly rolling it out to your organization and getting buy-in from key stakeholders would be challenging to say the least. (If CX was not usable it certainly would not maintain its leader spot in the Gartner Magic Quadrant for contact centers http://www.gartner.com/technology/reprints.do?id=1-1A4Y5NW&ct=120416&st=sb)

 

 

 

 

 

 

 

 

 

4.    Subscribed search results are automatically updated every fifteen minutes.

All I have to say about this added feature is THANK YOU Oracle! I love not having to hit refresh to get updates.

 5.    For Facebook subscription results, comments are grouped by thread.

This is another very useful addition to Cloud Monitor. Grouping results by thread allows the person monitoring to understand the full context of the conversation. Having this information available to agents who are interacting with end-users will make interactions more intuitive and provide the end-user with best of breed customer experience.

 

 

 

 

 

 

 

 

 

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 over five years.