Tag Archives: Oracle CX

Spotlight on Oracle RightNow CX: February 2014 Part 1

Oracle RightNow CX: February 2014 Part 1

Oracle has started the New Year off with a bang with the February 2014 release of RightNow (Now Oracle Service Cloud). This release includes many new major features, additional features spanning all areas of the product and new training areas as well. As it was just generally released this week I am still waiting in line to get my hands on demo site. Part one will focus on the half of the new features with a second part to follow next week.

Web Customer Service

Virtual Assistant is an online concierge with human-like conversational capabilities that will lead customers through natural dialogue. nike dynamo This feature was released last quarter as part of the November 2013 release of RightNow. It can link to RightNow’s knowledge base and chat offering a truly personalized experience. This release brings enhanced functionality extending the visibility of customer profile and incident history, analytics that will track interaction based KPIs with visibility to customer feedback and a connector to external APIs that will leverage web services to pull contextual data as well as push actions like creating an RMA.

Dynamic Forms API has been developed to aid in easier creation and customization of forms like the Ask a question page. fjallraven kanken In previous versions of Customer Portal in order to do any dynamic page rendering you would have to leverage the javascript API and put your coding skills to the test. Fjallraven Kanken España This new API provides sample widgets and a dynamic Ask a question page with a full set of comments to aid in understanding how to utilize it. The dynamic forms are not part of the reference implementation but the standard pages have been modified for the feature. Using the Fields.js module input widgets can now subscribe to an OnChange handler that will track when the value is changed there is also a hide_on_load attribute that can be used to control the display of widgets on page load. This is one of the new features that I am really excited to dig into as it will allow for less custom code which means faster development time and easier upgrades.

 

Community Search Experience allows results to be returned that come from both the RightNow Knowledge base answers and community posts. Ithas been enhanced to include interactive filters and sorts which refresh the page when applied. This creates a more dynamic and improved search experience that will allow customers quickly find relevant information as well as decreasing duplication of posts and incidents in the contact center.

Cross-Channel Contact Center

Mobile Agent App has been continually enhanced with each new release. This time the ability to see custom objects within the mobile app has been exposed which greatly extends what can be done with the app. This brings us much closer to having the ability for a purely mobile agent. You can now use analytics reports to customize what is displayed for search results and lists of incidents, contacts and custom objects. Options available in the mobile workspace designer have been expanded to include the ability to have hyperlinks and reports on the workspace. Finally you can also attach photos from your mobile device.

Product Registration and Asset based SLAs in the past assets or product registration was created by RightNow customers as a customization. When custom objects were introduced it became even more popular as extending the database was much simpler. Finally Oracle has decided to add this as an out of the box feature with a standard database table to store asset information. Products can be registered by a customer on customer portal or by an agent via the desktop but most importantly you can now associate an SLA with the asset.

 

 

 

 

 

 

 

 

 

There is a wealth of information on the different releases available including release notes, manuals, webcasts, tutorials and community posts. ugg bottes If you want access to this information much of it is in the announcements section of the CX customer community http://communities.rightnow.com/posts/ca448b0b07

If manuals are not something you are dying to read then at the very least take a few minutes to watch the webcast by Chris Patterson.

https://oracleweb.webex.com/oracleweb/ldr.php?AT=pb&SP=MC&rID=80618707&rKey=37996be86b4a6217

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.

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What’s in the Box? Oracle RightNow CX: May 2014 Part 1

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. asics pulse soldes 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.

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Movable tool windows: may2

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. bottes ugg pour homme This provides you with another way to optimize screen layout.

Simplified workgroup functionality: As part of the new UI workgroup functionality may3has been simplified to include sub-tabs. asics duomax 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.

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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. bns gold I had many requests for this from clients; you can now customize the Search window used in reports and dashboards. chaussure nike cortez You can define positions, sizes, ordering of filters and you can manage whitespace by stacking smaller filters and wrapping date range filters.

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Mobile surveys

may6At 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.

 

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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 cx@evergegroup.com

eVerge Group is an Oracle Platinum Partner with extensive experience.

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Spotlight on Oracle RightNow CX: February 2014 Part 2

Oracle RightNow CX: February 2014 Part 2

As I stated in part one of my spotlight on the February 2014 release of Oracle Service Cloud aka RightNow, this release includes many new major features, enhancement of existing features spanning all areas of the product and new tutorials. I am happy to report that I have just received my new February 2014 demo site and will be taking full advantage of the new bells and whistles. This part will focus on the second half of the new features and will wrap up the two part series. Read Part One if you missed it last week.

Cross-Channel Contact Center

Feedback which is the RightNow module that contains transactional, broadcast and polling surveys has finally been enhanced to allow all users to respond to surveys that have been sent to them even people that require compatibility with accessibility tools. It is worth noting that web accessibility optimization for feedback surveys is listed in the release notes as one of the Major New Features and that adding a question to a new or existing survey will trigger the accessibility enhancements to be automatically applied. In the User Guide for February 2014 reading about new accessibility enhancement will refer you to Oracle’s Accessibility Program for more information. I did a quick review of the page and it included detailed policy information, news, how-to articles as well as quotes about the initiatives like the one below:

“Oracle is committed to creating accessible technologies and products that enhance the overall workplace environment and contribute to the productivity of our employees, our customers, and our customers’ customers.”
—Safra Catz, President, Oracle

 

Analytics Report Delivery Options have been enhanced to include a compressed csv format that will allow an increased amount of data to be sent up to one million rows. This is good if you are trying to run large reports with data that goes back a few years. Prior to this Major Feature you were limited to running reports with a max row count of 10,000. The row count was increased in Excel in 2010 to allow one million rows so if you worked for a company that had adopted office 2010 then you would have to limit the date range on reports generated in RightNow, export many multiples and merge them back together in excel. With the new feature you will save time, decrease the risk of errors and report failures. Although this is a little overdue at this point it is still a welcome enhancement that improves usability, decreases defects and increases capacity. There are some restrictions that I have included below from the user guide:

 

Outlook Integration has been around for quite some time from an Administrative and Agent perspective I think this feature will not make your job easier if you are used to the robustness available in the .Net client. However if you have Executives, Sales representatives or other staff who are on the go a lot or do not need the full .Net client this is an option that is extremely convenient and requires little training once implemented. The difference in February is that RightNow has added support for both Outlook 2010 and 2013 64-bit so now you can have outlook integration on a wider set of versions. The integration allows the user to sync contacts, tasks and email from a button that appears at the top of the Outlook window in the Ribbon bar.

 

Policy Automation (OPA) was released in February 2013 and is used for businesses that have a lot of policies examples of use cases are eligibility for social programs like food stands or finding out if you qualify for a student loan. I previously reviewed OPA when it was introduced if you want to know more you can read about it in my February 2013 review. In order to update a policy business users update a word document and then upload to the Service cloud with a click of a button.

OPA Interview Enhancements include:

  1. New pop-up date control option for calendars
  2. Ability to collect rows of data in a tabular entity collection which is column based

 

 

OPA Agent Desktop Enhancements include:

  1. Ability to run multiple agent interviews at the same time
  2. Allow sub-interviews to allow a natural customer interaction flow
  3. Keep an accurate record of customer experience interaction by automatically saving incident thread.

 

OPA Enhanced Rules Navigation improves productivity for staff modeling and testing policies.

  1. Use word to navigate rule structure
  2. Highlight a section of the document in word or excel to launch the debugger tool and debug the current rule or test case

 

 

 

 

OPA New Sample Project Templates include options for financial services, higher education, media and entertainment. You can enhance existing interviews by features from the new samples and use as a framework for new interviews.

Oracle Service Cloud Integration enhancements will be covered as a separate post.

There is a wealth of information on the different releases available 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 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 Resolutions for 2014: Customer Experience

Last week we explored the concept of Commitment and the reciprocal relationship that must exist between an organization and its customers if an organization wants to truly maximize the benefits by adopting this concept as a resolution in 2014. If you have not read the previous post or others in the series on business resolutions you can find them here:

What do you think is the most important #CX resolution that companies should keep in 2014? pic.twitter.com/xJK2bOUC9O— Oracle CX (@OracleCX) January 16, 2014

Customer Experience is another must in the list of concepts presented by @OracleCX in the above image. On their website Oracle describes Customer experience as: the set of perceptions a customer has with a company throughout the buying and owning interactions. Positive customer experiences enable businesses to attract more, retain more, sell more, sell for more, and do more”. (Oracle.com)

 

The first time I really heard Customer Experience used as a phrase meant to define a movement was in 2008 when a solutions consultant working for the then RightNow Technologies handed me a book called Eight to Great written by Greg Gianforte the CEO and founder of the company. Before this time you heard about customer satisfaction and customer relationship management (CRM) but customer experience was still almost an afterthought at many organizations. In my almost two decades of experience working in or with customer service departments it was very clear at least for the first half that service was treated like the dirty secret that you needed to keep in the closet. The view from us soldiers in the trenches was that the big business didn’t care about us because we weren’t revenue generating, however what started to happen is that smart people outside the trenches began to realize what we knew all along. Supporting existing revenue had an impact on the way new revenue was generated, in other words happy customers equals more purchases for your brand.

 

In 2011 RightNow renamed the releases of its product to include CX in the name bringing even more attention to Customer Experience. If we jump ahead to later in 2011 the morning of the RightNow summit in Colorado I was sitting in Starbucks with a colleague and my phone starts going crazy with text messages, emails, google alerts all about one thing. RightNow has been bought by software giant Oracle. I remember very clearly there was a lot of anxiety at the summit that year as people waited with baited breath to hear what Greg Gianforte would tell them at the Keynote.

 

There was a very interesting video on the future of CX played that day and while yes it turns the typical daily interactions that most people dread into a sort of utopia I try to share it with people whenever I can. This video gives a glimpse of the future and how one might leverage a best of breed suite like RightNow in their business.

 

Jump ahead to 2014 and CX has been an almost colloquial phrase within customer oriented organizations. There is so much activity on #CX on twitter that I can’t keep up anymore. Even with all of these strides there is still plenty of room for growth and improvement. Organizations should still keep a careful watch on customer experience and strongly consider adopting it not just as a resolution for 2014 but as part of their core values.

 

In an Oracle Blog post from David Vap Group VP (another veteran of customer experience) he summarizes 8 predictions for customer service in 2014 and mentions how customer experience is transforming and will continue to do so into 2015 and beyond. At Open World 2013 in San Francisco I saw an amusing and thoughts provoking demonstration on how a coffee maker’s internal systems are being integrated with RightNow CX. David played the upset customer in good fun but the message behind it was this, not only are customers continuing to expect contact points across all channels but now they want their devices to do their own service or at the very least they want YOU the Organization to know who they are when they are calling and what they own 360 degree view.

Is it a coincidence that Greg’s book, David’s blog and the customer lifecycle are all based on infinity loops? I think not.

 

 

 

News FLASH: The February release has become generally available as I write this. Be sure to watch this space as I take a short break from the resolution series to review what’s new. If you missed the release you can find documentation ad a webcast about the new version here: http://communities.rightnow.com/posts/ca448b0b07

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 seven years.

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CX Resolutions for 2014: Customer Satisfaction

My last post took a look at Customer Loyalty and how a business can be impacted negatively when loyalty is lost. If you did not read the previous post you can find the contents here: CX Resolutions for 2014: Customer Loyalty

What do you think is the most important #CX resolution that companies should keep in 2014? pic.twitter.com/xJK2bOUC9O

— Oracle CX (@OracleCX) January 16, 2014

The second concept in the image above is Customer Satisfaction (CSAT) this is a strategic key performance indicator (KPI) that every business that is looking at improving overall customer experience, more specifically in the area of retention should be intimately familiar with.  I recall reading an Oracle whitepaper back in 2012 titled, “Customer Experience (CX) Metrics and Key Performance Indicatorsand thinking, “Wow this would have been really useful when I was a RightNow administrator trying to refine call center processes and enhance the quality of the analytics I delivered.”

The paper explains that there are three CX practice areas that businesses should draw KPIs from, these include acquisition, retention and efficiency.

Retention focuses on how organizations keep their customers, to reduce churn and to increase their life-time value.

Customer Satisfaction is the mean satisfaction score of customers for a given experience.

Notice how closely satisfaction is tied to loyalty. I am starting to develop a picture in my mind of machine with interlocking gears, coils and sprockets. However it is not yet clear if they are turly dependant on one another.

Every year Gartner and 1 to 1 Media give away awards at their 360 summit to businesses with a commitment to the innovative design and delivery of superior customer experiences at all points of interaction. This is demonstrated by significant improvements in customer satisfaction, loyalty and advocacy. Every year several businesses with RightNow implementations manage to secure an award or two.

RightNow has the ability to send transactional, by proxy and proactive surveys, comes equipped with many standard reports dedicated to understanding CSAT and has a robust suite of social monitoring and engagement tools. In May 2013 Gartner positioned RightNow as a leader in Magic Quadrant for the CRM Customer Engagement Center.  According to the report, “the blend of social media engagement with CRM software is evolving the contact center into the customer engagement center. Gartner’s 2013 CRM customer engagement center Magic Quadrant looks at vendors that respond to the challenge of any channel customer service engagement”.

 

This is a testament to the strength RightNow offers in areas of customer satisfaction. In early 2012 it was a strategic acquisition by Oracle to boost its SaaS portfolio for good reason. With the development capabilities and budget that Oracle has and will continue to put into scaling RightNow I do not foresee it moving out of the leader position any time in the near future.

 

February release is only weeks away from being available. Be sure to read up on all the latest RightNow specific information at: http://www.oracle.com/us/products/applications/rightnow/overview/index.html

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 seven years.

 

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Oracle RightNow CX Feature Focus: Customer Portal Framework Version 3

The ninth and tenth installment in our series will take a comprehensive look into the new Customer Portal Framework. So much has been changed in version 3 that it earned two spots in the top ten features of 2012. This blog will focus on two of version 3’s major features. If you missed any of the previous installments in this series you can find them under the CX category at http://blog.evergegroup.com/?cat=56

Customer Portal Framework Version 3

From the release notes:

Although your customers may not notice significant changes, the November 2012 release of Oracle RightNow CX includes major changes to the framework of Oracle RightNow Customer Portal Cloud Service (Customer Portal). This new framework is called Framework Version 3.0 and was designed to support dynamic upgrades of your customer support site. The previous framework, referred to in earlier documentation as the November 09 framework, will now be identified as Framework Version 2, and the original Customer Portal released in August 2008 will be referred to as Framework Version 1.

Customer Portal Framework Version 3.0 sets the stage for simplified future migration and reduced impact on the customizations you make to your customer portal. It offers control and flexibility to let you decide what features you want to adopt and when you want to adopt them. The ability to extend standard widgets means that you need to write less custom code, and an updated Customer Portal Administration site clearly identifies the version of your framework and each widget and spells out what has changed from previous versions. Major new features include the following.

New file structure—Framework Version 3.0 offers an intuitive, easy-to-navigate file structure that lets you clearly identify the files you can edit. The main directory of Framework Version 3.0 is called “cp”, and it includes four main folders: core, customer, generated, and logs. Your development work will be done in the customer folder.

Connect PHP API—Framework Version 3.0 is built on Oracle RightNow Connect PHP API Cloud Service (Connect PHP API) and uses data objects from the Connect PHP API rather than internal APIs. Instead of accessing the database directly as in previous Customer Portal frameworks, Framework Version 3.0 provides a managed equivalent to meet your needs. You’ll still be able to access and leverage the Oracle RightNow CX platform to develop custom applications and integrations, including the ability to create, read, update, and delete data through Customer Portal functionality.

PHP namespacing—Framework Version 2 included JavaScript namespacing to prevent naming conflicts between Customer Portal reference implementation files and your custom files. This functionality has been added for PHP in Customer Portal Framework Version 3.0. The two core namespaces are Rightnow and Custom, and they are designated using a backslash (\) notation.

Framework versioning—The new versioning system of the Customer Portal framework lets you upgrade to newer versions of Oracle RightNow CX while leaving your customer portal site untouched because the Customer Portal is versioned independently of the product application. This gives you control to migrate to a new Customer Portal framework when it’s convenient for your schedule rather than being forced to migrate because of your organization’s upgrade to Oracle RightNow CX.

Widget changes—Changes to widgets in Framework Version 3.0 of the Customer Portal include the following.

  YAML information file—A new YAML information file provides information about a widget’s dependencies, requirements, attributes, and URL parameters
  Widget version management—Widgets also use a versioning system in Framework Version 3.0 to let you adopt the widget features you want at your convenience without requiring you to replace all widgets on your customer portal

 

  Widget information page—The Customer Portal Administration site provides comprehensive information about each standard and custom widget. Each widget page includes a preview of the widget, including the available version, recent changes, and the pages and templates that use the widget. A documentation page for the widget includes default code, a list of its attributes and their values, the controller class that is used, path information, and URL parameters.

Widget builder—The new widget builder in Framework Version 3.0 helps you create a new widget by extending an existing widget. Then, when functionality or bug fixes are added to the standard widget used to extend the custom widget, the custom widget is also modified to incorporate the enhancement or fix. The widget builder generates custom widget code when you answer a series of questions about the widget you want to create, thereby reducing the amount of custom code you must write yourself.

Dreamweaver support—The Dreamweaver extension that was included in previous Customer Portal frameworks is not included in Framework Version 3.0, although it will continue to be supported if you are migrating from Framework Version 2 to Framework Version 3.0.

 New File Structure

In reviewing the new file structure I decided that in order to both wrap my own head around it and speak intelligently to other about it, I would develop a matrix to serve as a proverbial cheat sheet until I was comfortable with navigating the new file structure. Now that I have retrained my brain, I find the new structure much more intuitive and cleaner from a usability perspective. It was a much needed revamp of the file structure. I have been using Customer Portal since it was first introduced and used both the old file manager (Classic) as well as the November 07 page set, so I can say with confidence that the evolution has been exponential.

  

Tip: Oracle recommends using Cyberduck for WebDAV access to Customer Portal files. Cyberduck is donationware, and Customer Portal developers appreciate its speed and robust performance on Mac and PC platforms. (I have tried to use Windows built in networking drive mapping to use WebDAV and it is painfully slow, therefore, I would have to agree with this recommendation.

 Framework versioning

This is probably a huge relief to existing install base clients because you can upgrade to the latest and greatest version of CX without having to migrate customer portal as well and worry about whether or not your custom widgets or other customizations will be compatible. Another great thing about this is versioning within the framework itself. What do I mean by this? Selective adoption of changes. Once you do decide you are ready to migrate you can review within the customer portal administrator pages what versions of widgets you are using and decide if you want to upgrade all or only specific ones.

Before you migrate I strongly suggest you read the migration guide supplied compliments of the Customer Portal development team: http://documentation.custhelp.com/euf/assets/docs/november2012/cp_resources/migration/migration_guide.pdf

If you are interested in learning more or have questions about RightNow CX please contact me at cx@evergegroup.com

Useful Links:

You can read more about this feature in the November 2012 documentation. https://documentation.custhelp.com/euf/assets/docs/november2012/olh/wwhelp/wwhimpl/js/html/wwhelp.htm

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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Oracle RightNow CX: November 2013

This is it folks the last major RightNow release of 2013. So let’s see what it has to offer us. There are a few new and enhanced items I have been waiting to play with. soldes nike air max pas cher I must admit this is solely based on what I have seen on the announcement webinar, read in the release documents and spoken to friends inside the Oracle machine about. As it was just generally released on November 19th I am patiently waiting in line to get a fresh demo site. That being said if after playing with the new toys I have anything substantial to add I will certainly let you all know.

This release touted almost a dozen new major features and as many additional features spanning all areas or the product. cheap bns gold Of the major features I am most interested in the enhancements to Single-Sign On, the introduction of the Code Assistant Tool (you have got to love wizards when they are done right) and Chat Virtual Assistant.

From the Release Notes:

New single sign-on configuration options: You can now administer single sign-on (SSO) integrations with external applications that reside outside the Oracle RightNow CX cloud. Single sign-on integrations let you use Oracle RightNow CX as an identity provider to store and authenticate customer credentials. After configuring an SSO service provider and application, you can add the application to a workspace where staff members can then access the external application without being asked for sign-in credentials.

My Thoughts: SSO has been through many iterations and will continue to evolve over the life of not only this product but all products as the need for identity management becomes more prominent. SSO in RightNow is still using SAML 2.0 but now allows external identity providers and the ability for agents to use single sign on as well.

SSO is profile based for agents using the RightNow console so in theory you can have one group using traditional login and another using an identity provider. Perhaps two different call centers one located in the U.S. and another off-shore. There are several configuration settings that must be edited by a user with Administrator level access in order to use this. adidas zx flux pas cher If you find that there settings are missing you may need to contact your Oracle Account representative in order to make sure you have the proper license.

Agent Login Process
Agent Login Process

From the Release Notes:

Code Assistant tool: Migrating your customer portal to Framework Version 3.1 offers significant benefits and features. However, the process of migrating your customized code can be challenging, especially if you have extensive customizations. The Code Assistant simplifies the migration process between framework versions and provides specific guidance for updating your custom code.

The tool offers the following help.

• Assistance for migrating Framework Version 2 widgets to Framework Version 3

• Help for converting from YUI 2 to YUI 3

• Removal of Intent Guide pages

• Backup of your customer portal files before any modification

The widget migration wizard walks you through the custom code migration process, and the code suggestion feature offers suggestions for improving or migrating custom code that includes YUI 2. As a result, your framework migrations will be simpler and faster, and you’ll be able to take advantage of the newest Customer Portal features sooner.

My Thoughts: If you read some of my previous blogs then you know I was very happy when they introduced the Customer Portal Widget designer or what I call the Widget Wizard. These types of wizards further allow administrators with novice to intermediate level skills with programming languages like PHP, Javascript, HTML and CSS extend the product further. The code assistant tool helps you understand the differences between legacy widgets and how to migrate them to the newer CP framework. For a GEEK like me being able to make use out of newer features faster is icing on the proverbial cake. You can migrate to different framework versions if you aren’t ready to go all the way to the latest, get suggestions for converting YUI2 to YUI3 and cleanup any obsolete intent guides. Overall a tool I will definitely keep in my box.

code assist
Code Assistant Tool (aka Code Wizard)

From the Release Notes:

Chat virtual assistant: If your site is integrated with Oracle RightNow Intent Guide Cloud Service (Intent Guide), you can now route incoming chats to a virtual assistant. new balance france Using virtual assistant chats, you can ease the volume of chats requiring an agent. Many customer questions can quickly be answered with existing information in the knowledge base. Agent chats and virtual assistant chats can be initiated, routed, and tracked through the CX Console.

Your Oracle account manager must enable virtual assistant in both Oracle RightNow CX Cloud Service and Intent Guide. Once enabled, you can set up a virtual assistant profile, account, and chat queue, and add chat rules to handle virtual assistant chats. You can also use rules to escalate the virtual assistant chat to an agent when necessary. Upon escalation, you can view a complete transcript of the virtual assistant chat leading to a smooth transition from virtual assistant to agent.

My Thoughts: In order to really get the most use out of Virtual Assistant it is imperative that you have an up to date knowledge base that has not been neglected. There are regular tuning tasks and other general maintenance items that any good knowledge base administrator will add to his or her routine. That being said I have been waiting to see this come to fruition for many years and am happy to see it moving past infancy. I had the privilege to see very early prototypes of this in years past. This is a nice blend between traditional self-service, chat and natural language search.

Virtual Assistant
Virtual Assistant

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. If you want the complete picture there is a customer community post with the release information as always and it includes a recording of the release announcement. http://communities.rightnow.com/posts/11f213d8d1

Useful Links:

November 2013 release notes: http://documentation.custhelp.com/euf/assets/docs/november2013/pdfs/november2013_release_notes.pdf

November 2013 documentation: https://cx.rightnow.com/app/answers/detail/a_id/6213

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.

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