CX, Oracle RightNow CX … A year of features in review

With February quickly approaching I am sure all of us loyal Oracle RightNow CX users, administrators, developers and solutions consultants are looking forward to what goodies are in store for us in the new February 2013 release. As such, I thought now would be a perfect time to reflect on all that was CX in 2012. So I started thinking how could I share what I view as the Top Ten New Features of 2012?

 Here is the answer!

 This will be the first in a series of eleven blog entries with each one dedicated to one of the ten features and a final blog entry summarizing the year. Each feature will be presented by release date not my order of importance so I don’t sway anyone’s opinion as I truly believe that they are all equally great and may have different significance depending on your business needs.

 Without further ado, I bring you the first feature.

 Knowledge Foundation API

             This was a brand new API released in the February 2012 product release. I had the exciting opportunity to see the API in action before it was generally released and it is impressive. There are improvements and enhancements planned in the pipeline but it really extends the way clients can use the knowledge in their databases.

 From the release notes:

RightNow CX now contains an API that enables you to retrieve and manipulate answer data in ways that are not available through other RightNow Connect APIs. Using the RightNow Knowledge API, you can search the knowledge base, retrieve specific answers, rank search results, and use SmartAssistant. You can also use the knowledge foundation API to update answer properties such as solved count and rankings.

 

 

 

 

 

 

 

 

What does this mean exactly?

 According to Chris Omland, the RightNow Product Manager in charge of the Knowledge API in his presentation at Oracle Open World last year the vision for this feature consists of three main points.

 Support knowledge as a service in any application, device or other service

  • Expand knowledge beyond RightNow knowledge
  • Support eco-system of application services that leverage the RightNow KF API

 Some of you who are familiar with the RightNow Syndication widget might be asking how the KF API is different. The Syndication widget can do a basic read the same as the KF API however the similarities stop there. The KF API is capable of so much more enabling developers to provide even richer knowledge content to sites, devices and even applications. It supports conditional sections, variables, answer links, search, SmartAssistant and the updating of knowledgebase properties.

 

 

I would strongly recommend any business that currently has Oracle RightNow CX implemented or is in the process of implementing take a look at this robust feature.

 If you would like to learn more about the Knowledge Foundation API you have quite a bit of supporting documentation and other resources available.

 

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.

 

 

 

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