August 2013 was released a few weeks ago and I will definitely be taking a look at what the new version has to offer but for the moment I have been living and breathing May 2013 since the start of a new client project in July. I have decided that since I have become intimately familiar with the May version I might devote some time in another blog to report on any quirks or tricks I have run into that others would find useful.
If you are not already a member of the RightNow community you should be. Sign up at http://cx.rightnow.com and then you will be able to access tons of content from customers, users, partners and developers. Perhaps the most helpful with respect to May documentation is the post regarding the release which includes a recording of the release announcement. http://communities.rightnow.com/posts/9d8a2aec63
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.
Key Areas of enhanced functionality:
- • Simple Browser Implementation for Portable/Mobile Devices
• Mobile Image Attachments
• Mobile SEO
• Addin Support for Chat
• Social Monitor
• New Standard Reports
• Community Moderation
• Mobile Agent App
• Report Management Module
I will discuss a few of these below.
Simple Browser Implementation for Portable/Mobile Devices
According to Christopher Patterson, Senior Director Product Management for Oracle RightNow CX, 1 in 7 Customer Portal sessions coming in to Oracle’s data centers are originating from a mobile device. Not all of these devices however are smartphones. This is the same ratio as Google searches from mobile devices.
Can you say WOW? WOW!
From the release notes:
Social trend and conversation monitoring
Sentiment trending and social engagement reports—A new set of sentiment trend reports displays spikes of hourly/daily/monthly activity and filters for content that conveys a negative sentiment to help agents quickly identify and reverse negative trends. In addition, new Engaged Cloud Results Trend and Social Monitor Activity by Channel reports provide an overview of incoming posts and agent responses across all monitored social media platforms, tracking the effectiveness of agent engagement over the channels most preferred by customers.
Twitter mention searches—With the new Monitor @Mentions option available for
cloud searches, agents can monitor for mentions of their organization’s Twitter
accounts to more easily track tweets and replies sent from customers. Results are included in the Subscriptions and Mentions section of the cloud monitor.
Conversation thread monitoring—When an agent responds to a Facebook or Twitter post and leaves the incident set to a non-Solved status, and the customer replies publicly through the same channel, the reply is now automatically appended to the incident thread. Automatically maintaining the integrity of a social media conversation makes it
easier to communicate with customers through Facebook and Twitter.
All of the above are enhancements to the pre-existing social monitor previously known as Cloud monitor. This allows real-time monitoring and proactive engagement with customers/end users through the channel they are choosing to adopt. As a user of social media this is a key value. When I tweet about an experience negative or positive it goes a long way to know that the companies are listening.
Mobile Agent App
You can now view, edit, and create tasks and notes from your Apple iPad device. In addition, you can create incidents and view incident attachments using the Mobile Agent App. This is certainly a step in the right direction but the major drawback is it is for iPad only so if your corporation has invested in another tablet you will need to wait a little longer or create a custom application.
Perhaps even more exciting than the current features is the fact that the web browser enabled Agent UI is finally in the roadmap but still far too long away. This is a feature I will be watching closing as I have been personally asking for a non .Net client version for years. Too bad I am not using a Macbook Pro for work anymore.
May 2013 release notes: http://documentation.custhelp.com/euf/assets/docs/may2013/pdfs/may2013_release_notes.pdf
May 2013 documentation: https://cx.rightnow.com/app/answers/detail/a_id/5756
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 six years.