Oracle RightNow CX: February 2013

I know I promised a while ago to give you my opinion on February 2013 but lots of great things have been happening at eVerge and I have been traveling about 80% of the time for the past month, so please forgive my absence. Hopefully during my sabbatical from the blog you have had a chance to read the February release notes as well as all of eVerge Group’s other blogs – not just what I write about. If you haven’t, you can go to http://blog.evergegroup.com/ and you will find a wealth of information on RightNow CX, Fusion HCM and more. After all we are all Oracle all the time.

I honestly was thinking about skipping February and going right into May being that is where we are at the moment release-wise, but my good pal and newest co-worker Shiloh (we’ve been hanging around the RNT community for a long time) convinced me otherwise. So you can thank him and welcome him to eVerge at the same time.

I am not going to speak about all of the new features but instead will pick a few to highlight.  I have included a link to the full release notes at the end of this post.

Custom widget deletion

From the release notes:

The November 2012 release of Customer Portal Framework Version 3.0 allowed you to deactivate widgets you were not using, but deactivation does not delete widgets from the WebDAV file structure or from the list of all widgets on the Widget Versions page. Now, in addition to deactivating a widget, the framework version released in February 2013 also lets you delete custom widgets. (You can only deactivate, not delete, standard widgets.)

When you click Delete This Widget on the widget’s information page on the Customer Portal Administration site, a message tells you if the widget is being used anywhere on your customer portal, either on a template or page or within another widget, so you can view where it is used. After confirming that you want to delete the widget, it no longer appears in the list of widgets on the Widget Versions page. The widget is deactivated and all of its associated files are removed from the WebDAV file structure.

Clean house

If you have been following this series, you already know that I do like a clean house! Having deactivated widgets hanging around just makes a mess of the file structure. If you have widgets that are old, obsolete or just never quite worked and you know you will never be dusting them off to steal code bits from, then you can delete to your heart’s content. I typically do not delete anything. I have email from 1996 but as I have matured in my career I have also craved more organization. So if you prefer you can always move the widgets to an “island of misfit toys” folder or you can expunge them from history. The choice is yours.

Oracle Policy Automation Cloud Service

From the release notes:

Oracle Policy Automation Cloud Service allows you to build dynamic, interactive questionnaires based on your business requirements and complex policy documents. These questionnaires can be served to customers through your customer portal or any other web site. With policy automation, you can:

• Deliver consistent, accurate, and transparent self-service advice that is easily kept up-to date with the latest legislation and policies.

• Improve customer satisfaction by guiding your customers to apply for only those benefits and services that are relevant to their circumstances.

• Document and justify each step of the decision process.

For example, you could use policy automation to:

• Determine a customer’s eligibility for a benefit, permit, loan, discount, license, product upgrade, or parental leave.

• Determine a customer’s rate of benefit, allowance, deduction, tax, discount, waiting period, or follow-up.

• Create online forms, such as online self-service applications, change-of-circumstance forms, agent checklists, decision summaries, or audit reports.

A whole new level of Customer Experience

There is quite a bit of information that Oracle has put out to help you decide if OPA is right for your business. I have admittedly only played with it a little but saw a pretty cool use case for it demonstrated to me by an Oracle Solutions Consultant in Public Sector. I definitely suggest perusing the OPA user guide: http://documentation.custhelp.com/euf/assets/devdocs/february2013/PolicyAutomation/Default.htm

Contained within the larger document on the front screen is a link to a RightNow quick start guide with some steps to follow that will be very helpful to anyone using it for the first time.

http://documentation.custhelp.com/euf/assets/devdocs/february2013/PolicyAutomation/Default.htm#Quick_start_RightNow_users.htm

Within the guide are visual examples to help the user get a better idea of how it all fits together. I can see how this tool would be useful with business that has service level agreements, a registration process, healthcare screening and much more.

Other features or enhancements worth mentioning

Removal of XML API and Connect Data Integration

We finally say goodbye to these old friends. These APIs will continue to function on pre-February 2013 sites but if you upgrade or implement a new site they will not work or be available to use. If you currently use one of these APIs and you have an upgrade planned your customization will need to be modified. Word to the wise, test, test, test.

Connect Common Object Model

The Holiday object now has full CRUD (create, update, destroy) capabilities in both the RightNow Connect PHP and Web services for SOAP APIs. The list of objects now available for use in these APIs is getting better with each release.

You can find out more about the common object model in the developer documentation:

SOAP: http://documentation.custhelp.com/euf/assets/devdocs/february2013/Connect_Web_Services_for_SOAP/Default.htm

PHP: http://documentation.custhelp.com/euf/assets/devdocs/february2013/Connect_PHP/Default.htm

Mobility for Agent Desktop

You can now manage incidents on the go using your Apple iPad device, the Oracle

Fusion Tap application and your Oracle RightNow CX credentials. You can view, assign, escalate, and add to the threads of incidents from anywhere. In addition, you can search and view contact and organization records and staff accounts. For information about enabling the Mobile Agent App refer to Answer ID 5493: https://cx.rightnow.com/app/answers/detail/a_id/5493

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.

Useful Links:

February 2013 release notes: http://documentation.custhelp.com/euf/assets/docs/february2013/pdfs/february2013_release_notes.pdf

February 2013 documentation: https://cx.rightnow.com/app/answers/detail/a_id/5496

Oracle Policy Automation Video: http://www.youtube.com/watch?v=9rmm1-M5wOw

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.