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Oracle RightNow

Oracle RightNow CX: May 2013

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!

 

 

 

 

 

 

 

 

 


Social Monitor

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.

 

LOOKING AHEAD

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.

 

Useful Links:

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 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.

 

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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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