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.
Movable tool windows:
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 has 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.
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.
At 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.
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 firstname.lastname@example.org
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.