Oracle RightNow CX Feature Focus: Message Templates for Notifications and Emails

The eighth installment in our series is the first look at November 2012. If you missed any of the previous installments in this series you can find them under the CX category at http://blog.evergegroup.com/?cat=56

Message Templates for Notifications and Emails

From the release notes:

In the November 2012 release, you can use message templates to customize your administrator notifications and emails and your contact emails. The messages are designed to support a broad range of business cases across a variety of implementations to communicate to your staff as well as to your contacts. Message templates let you quickly apply your organization’s brand across all of your messages and personalize message content to your target audience.

No more editing PHP!

Previously in order to make changes you would have had to go in to File Manager and edit the ma_details.php file or any number of other php files. Probably one of the worst things about it was in order to effectively make changes you had to cut and paste into an editor then make changes and paste it back in to file manager. It certainly was not ideal.

 

 If you upgraded from an older version of RightNow you will most likely need to edit the Navigation set associated with the Administrator profile first and add the Message template component. As illustrated  below I have added the component to the Site Configuration folder but you can add it wherever it makes the most sense to you. You access the messages by clicking on edit and once you are happy with the changes, you Deploy.

Editing emails uses the same type of Rich Text tool used for editing documents and mailings in other areas of RightNow CX. Therefore, if you have been using the system prior to November 12, it will be very familiar. If you haven’t, it is similar to Word.

 

The next installment will be taking a look at version 3 of the Customer Portal framework. If you are interested in learning more or have questions about RightNow CX please contact me at cx@evergegroup.com

Useful Links:

You can read more about this feature in the November 2012 documentation. https://documentation.custhelp.com/euf/assets/docs/november2012/olh/wwhelp/wwhimpl/js/html/wwhelp.htm

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.

 

Fusion HCM – Talent Management implementation with eVerge

eVerge Group is now live with the full suite of Fusion HCM products – HR, Benefits, Payroll, Workforce Compensation and Talent Management.  Keep reading to follow the path we took to get there — focusing here on Talent Management.

In our current organization, there are two legal entities –operating in the US and India. We have multiple business units, departments, locations and jobs within a centralized HR function.

Fusion Talent Management went live in October of 2012.  Prior to Fusion, we were managing multiple systems to track employee goals, performance, skills and qualifications.  As a result, an excessive amount of time was spent maintaining and searching for talent-related information.  With Fusion HR fully implemented, we were ready to leverage the integration with Goal Management, Performance Management and Talent Profiles. 

Here are some of the lessons we learned while configuring Talent Management:

  • Be strategic in applying configuration changes and maintaining your test data and scenarios.  In some instances, once testing starts, configuration changes can’t be applied.  The testing will have to be rolled back and scenarios reapplied after the configuration changes.
  • Fusion Performance Management offers flexibility in template eligibility by configuring Eligibility Profiles.  With five different templates, we designed rules based on job function, so employees don’t have to make a selection.  However, during the testing phase, we discovered that the default template was not always correct.  We reported the bug and Oracle has since corrected the issue.
  • It is never too early to capture and standardize the talent profile content to track and monitor employee skills and accomplishments.  Content should be defined by the business owners and be near completion before the project starts.   Otherwise, you run the risk that it becomes a phase II project. 
  • Synchronize your goal planning with your performance review period.  This will facilitate integration to push goals to the performance review.
  • Working closely with Oracle on instance (Pod) management including data refresh, patching, upgrades, etc. is critical to a successful implementation. It is important to ensure that the latest code level and data is being tested.  Also, data refreshes means ensuring that the testing Pod was current to minimize dual entry for the Production Pod.

Below are configuration, business process and project decisions that played a part in our success in “standing up” Fusion Talent management:

  • We solicited help from others in the organization who were not part of the implementation team.  They provided feedback that was important to identify configuration considerations early in the project.  Their involvement provided familiarity with the new functionality and processes and their transition to Fusion Talent Management was seamless.
  • There were a mixture of anniversary and calendar-based performance reviews.  We took the opportunity from the onset to streamline the process and line-up review periods with our compensation plans.
  • The legacy performance system was designed to address performance and development goals.  With Fusion, we were able to configure goal management to separate these goal types.  As a result, only performance goals are pushed to employee reviews.
  • We took the time up front to review our Competencies and eliminate redundancy.
  • Goal management was designed to enable Target Outcomes.  When an employee completes a goal, the associated skill or accomplishment is pushed to their talent profile automatically.

Below is a snapshot of a performance review document from a manager’s perspective.  Much of the structure and content you see here is highly configurable to meet your specific business needs.

 

Watch for upcoming blogs about Payroll and our Open Enrollment go live. We are also live with HCM Core, Payroll, Benefits and Workforce Compensation … keep coming back to see more blogs over the next few weeks!

The author of this article/blog is Steve Stuart.  Steve is a Senior Fusion HCM Implementation Consultant resource for eVerge Group with more than 16 years of Software Packages implementation and support experience.

Oracle RightNow CX Feature Focus: Customer Portal Password Security Enhancements

Here we are almost finished with the list and gearing up to review all that February 2013 has to offer. The seventh installment in our series is the second and last one for August 2012. This is the first time you can actually set password complexity and other requirements for Customer Portal. If you have been an Administrator for a while you will notice that the tool is very similar to what is currently used to set password configuration for staff accounts. If you missed any of the previous installments in this series you can find them under the CX category at http://blog.evergegroup.com/?cat=56

Customer Portal Password Security Enhancements

From the release notes:

  The August 2012 release lets you set password requirements for your customer portal that can strengthen customer passwords by requiring a defined level of complexity. The administration interface includes an editor that lets you specify the minimum length, the maximum number of character repetitions and occurrences, the number of previous passwords that are stored so they cannot be used for a new password, and the minimum number of upper and lowercase characters, numbers, and special characters.

  • The password requirements you define on the administration interface appear on your customer portal when customers create or change their password. When customers begin typing a password, the requirements that have been met are marked with a green check mark and incomplete requirements are marked with a red X. Refer to Configuring password requirements.
  •  A new configuration setting, CP_FORCE_PASSWORDS_OVER_HTTPS, helps protect customers from malicious activity such as password theft, phishing, and other security threats. It requires all login operations to be performed over HTTPS and is enabled by default on new sites. When enabled, logged-in customers interact entirely on HTTPS.
  • Security has also been enhanced on the accessibility interface by automatically logging out agents if the system detects no activity for one hour. In the five minutes prior to expiration, agents will be prompted that their session is about to expire and offered the opportunity to stay logged in.

Let’s take it for a spin!

New toys are always fun. Ones like this are even more fun if you are a tinkerer by nature. I am sure anyone who has ever rebuilt an engine and modified a car would agree that the best think about tinkering with a car is the rush you get when it’s done and you can take it out for a spin and zip down the highway. Ok, so maybe being able to tweak the password security in the RightNow console isn’t quite as exciting as the time I helped restore a 1980’s Pontiac Turbo Trans AM but it got your eyes open. Didn’t it?

If you are upgrading to August 2012 most likely you will need to update your navigation set and add the Contact Password Configuration tool. I added mine to the Site Configuration section as illustrated below for ease of use.

 

You can use the sliders to adjust the different security options so that they are in line with any internal security requirements that your organization has. Making even slight changes will increase security and prevent your clients from having passwords that can easily be compromised.

 

Once you save the changes they will be immediately in effect. End users will be presented with a prompt when entering their password or creating an account that reminds them of the security guidelines. As you can see in the image below the requirements match those in the image above.

 

The next installment will be taking a first look into November 2012. If you are interested in learning more or have questions about RightNow CX please contact me at cx@evergegroup.com

Useful Links:

You can read more about this feature in the August 2012 documentation. https://documentation.custhelp.com/euf/assets/docs/august2012/olh/wwhelp/wwhimpl/js/html/wwhelp.htm

eVerge Group is an Oracle Platinum Partner with extensive experience in CRM, ERP, MDM, BI and Fusion. 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.