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

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

Useful Links:

You can read more about this feature in the November 2012 documentation.

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:

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.


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Oracle RightNow CX Feature Focus: Config and Message Base Redesign

The sixth installment of the 2012 RightNow CX feature focus series takes a first look at August 2012. adidas zx 500 The configuration settings and message base redesign was long overdue. The previous incarnation of these tools were unintuitive and difficult to navigate. I often had to refer to the RightNow Knowledge base at or the user manual just to find where the settings or message bases I wanted to change resided, if they were even editable to begin with. new balance mrl996 Below you will what the menus looked like in releases prior to August 2012. If you missed any of the previous installments in this series you can find them under the CX category at

Configuration Settings and Message Bases Redesign

From the release notes:

A redesign of the Configuration Settings and Message Bases editors gives you more control over configuring and customizing your site. Both editors now display as their own respective reports with category folders and run-time selectable filters that make searching more effective. In addition, values for configuration settings and message bases text can now be edited inline.

What does this mean?

For administrators familiar with the old format it means learning something new but once that has been achieved I promise you will be gaining back hours of your life. nike air max pas cher You can now search effectively, items are stored in user friendly folders that make sense, the audit log keeps track of changes (who, what and when) and you do not need to back out to the main menu if you need to edit a setting in another category. If you have used analytics in RightNow the settings are now reports and the individual items can be accessed by clicking on a line item.

Both configuration settings and message bases look similar now as illustrated below.

You can see in image directly above that the message base I want to edit is highlighted in orange. To change it you can either start typing something completely new in the column labeled “custom text” or copy what is in “default text” by right clicking and selecting copy cell to clipboard and then pasting and editing to suit your business needs. To save you just click the save button in the upper left corner of the console. If you notice something has changed and you want to find out who made the change, what was changed and when you would click on audit log.











Although it might not be apparent from the above screen shot of the audit log if you hover over any of the columns with your mouse it will give you the full text that was changed. This provides the administrator with the ability to see the complete history and take steps to manually rollback to a previous change. bottes ugg australia If you are interested in learning more or have questions about RightNow CX please contact me at

Useful Links:

You can read more about this feature in the August 2012 documentation. nike air max pas cher

To learn how to edit settings post redesign refer to answer id 5453:

eVerge Group is an Oracle Platinum Partner with extensive experience.

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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.

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The Game Changer: Answering the Million Dollar Question with Oracle Endeca

Do your business analysts want to leverage the insights of social media, louboutin femme product reviews, nike air max 2016 soldes and 3rd party data sources? Traditionally, asics france cleansing and conforming these ever changing sources of data is a huge undertaking. adidas stan smith femme Watch how Anna gained insight while the data was still relevant and solved the problem with Oracle Endeca Information Discovery (OEID).

To learn more about Oracle Endeca Information Discovery and how eVerge can help implement for your organization,

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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. asics gel kinsei 6 If you missed any of the previous installments in this series you can find them under the CX category at

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. ffxiv Items 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. Fjallraven Kanken mini 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. ugg soldes 2017 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. louboutin homme 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

Useful Links:

You can read more about this feature in the August 2012 documentation.

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

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Oracle RightNow CX: November 2013

This is it folks the last major RightNow release of 2013. So let’s see what it has to offer us. There are a few new and enhanced items I have been waiting to play with. soldes nike air max pas cher I must admit this is solely based on what I have seen on the announcement webinar, read in the release documents and spoken to friends inside the Oracle machine about. As it was just generally released on November 19th I am patiently waiting in line to get a fresh demo site. That being said if after playing with the new toys I have anything substantial to add I will certainly let you all know.

This release touted almost a dozen new major features and as many additional features spanning all areas or the product. cheap bns gold Of the major features I am most interested in the enhancements to Single-Sign On, the introduction of the Code Assistant Tool (you have got to love wizards when they are done right) and Chat Virtual Assistant.

From the Release Notes:

New single sign-on configuration options: You can now administer single sign-on (SSO) integrations with external applications that reside outside the Oracle RightNow CX cloud. Single sign-on integrations let you use Oracle RightNow CX as an identity provider to store and authenticate customer credentials. After configuring an SSO service provider and application, you can add the application to a workspace where staff members can then access the external application without being asked for sign-in credentials.

My Thoughts: SSO has been through many iterations and will continue to evolve over the life of not only this product but all products as the need for identity management becomes more prominent. SSO in RightNow is still using SAML 2.0 but now allows external identity providers and the ability for agents to use single sign on as well.

SSO is profile based for agents using the RightNow console so in theory you can have one group using traditional login and another using an identity provider. Perhaps two different call centers one located in the U.S. and another off-shore. There are several configuration settings that must be edited by a user with Administrator level access in order to use this. adidas zx flux pas cher If you find that there settings are missing you may need to contact your Oracle Account representative in order to make sure you have the proper license.

Agent Login Process
Agent Login Process

From the Release Notes:

Code Assistant tool: Migrating your customer portal to Framework Version 3.1 offers significant benefits and features. However, the process of migrating your customized code can be challenging, especially if you have extensive customizations. The Code Assistant simplifies the migration process between framework versions and provides specific guidance for updating your custom code.

The tool offers the following help.

• Assistance for migrating Framework Version 2 widgets to Framework Version 3

• Help for converting from YUI 2 to YUI 3

• Removal of Intent Guide pages

• Backup of your customer portal files before any modification

The widget migration wizard walks you through the custom code migration process, and the code suggestion feature offers suggestions for improving or migrating custom code that includes YUI 2. As a result, your framework migrations will be simpler and faster, and you’ll be able to take advantage of the newest Customer Portal features sooner.

My Thoughts: If you read some of my previous blogs then you know I was very happy when they introduced the Customer Portal Widget designer or what I call the Widget Wizard. These types of wizards further allow administrators with novice to intermediate level skills with programming languages like PHP, Javascript, HTML and CSS extend the product further. The code assistant tool helps you understand the differences between legacy widgets and how to migrate them to the newer CP framework. For a GEEK like me being able to make use out of newer features faster is icing on the proverbial cake. You can migrate to different framework versions if you aren’t ready to go all the way to the latest, get suggestions for converting YUI2 to YUI3 and cleanup any obsolete intent guides. Overall a tool I will definitely keep in my box.

code assist
Code Assistant Tool (aka Code Wizard)

From the Release Notes:

Chat virtual assistant: If your site is integrated with Oracle RightNow Intent Guide Cloud Service (Intent Guide), you can now route incoming chats to a virtual assistant. new balance france Using virtual assistant chats, you can ease the volume of chats requiring an agent. Many customer questions can quickly be answered with existing information in the knowledge base. Agent chats and virtual assistant chats can be initiated, routed, and tracked through the CX Console.

Your Oracle account manager must enable virtual assistant in both Oracle RightNow CX Cloud Service and Intent Guide. Once enabled, you can set up a virtual assistant profile, account, and chat queue, and add chat rules to handle virtual assistant chats. You can also use rules to escalate the virtual assistant chat to an agent when necessary. Upon escalation, you can view a complete transcript of the virtual assistant chat leading to a smooth transition from virtual assistant to agent.

My Thoughts: In order to really get the most use out of Virtual Assistant it is imperative that you have an up to date knowledge base that has not been neglected. There are regular tuning tasks and other general maintenance items that any good knowledge base administrator will add to his or her routine. That being said I have been waiting to see this come to fruition for many years and am happy to see it moving past infancy. I had the privilege to see very early prototypes of this in years past. This is a nice blend between traditional self-service, chat and natural language search.

Virtual Assistant
Virtual Assistant

You can find much more information on the different releases by reading the release notes for each version, looking through the manuals and listening to tutorials. If you want the complete picture there is a customer community post with the release information as always and it includes a recording of the release announcement.

Useful Links:

November 2013 release notes:

November 2013 documentation:

If you are interested in learning more or have questions feel free to reach out to me at

eVerge Group is an Oracle Platinum Partner with extensive experience.

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