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SERVICE USER MANUAL

1. Figure 58 Move Answer Window 3 Select the appropriate radio button 4 Click the OK button Manually related answers Manually related answers are two or more answers that may contain related information Manually relating answers provides customers with additional options for finding accurate information RIGHT NOW 122 Answers The Manually Related Answers section of the Relationships tab consists of a toolbar and a list of manually related answers The toolbar is located above the manually related answer list Figure 59 shows the Manually Related Answers section on the Relationships tab Manually Related Answers e Add gt open Print x Remove LQ Preview Options Answer ID Summary Action 2014 Can you please send me information about calling plans Open 4 Figure 59 Manually Related Answers Section Table 20 describes the buttons on the Manually Related Answers section toolbar Table 20 Manually Related Answers Section Toolbar Description Button Description pm Click this button and select one of the following options Add New Select this option to add an answer and establish a relationship between the current answer and the new answer Add Existing Select this option to create a relationship between the current answet and an existing answer The Answer Search window will display so you can search for an existing answer For more infor mation about searching for answers refer
2. Delete Click Delete to delete the file from the answer Tip The Content tab contains a paper clip icon when there is a file attached to the file attachment answer 6 To open the attachment click the Open button 7 To download the selected file click the Download button You will be prompted to save the file attachment to the location you specity A File Download window will open dis playing the download progress 8 To change the display of the name and description click the Properties button and make your changes 9 To delete this file click the Delete button 10 Click the Save and Close button to save and close the answer Associating products and categories You can associate products and categories with answers in RightNow Service By associating products and categories with your answers you can create rules and facilitate searching RIGHT NOW 112 Answers To associate products and categories to an answer 1 Right click the answer on the content pane and select Open 2 Click the Products Categories tab ad Conte Products Categones Tasks 0 Details Attachments Audit Log Relationships Product G Ll Category Mobile Phones H General L Call Plans Account and Billing Voicemail Services Long Distance Replacement Repair Coverage E Mobile web _ Manage my account online Figure 52 Answer Products Categories Tab 3 Select products and
3. 250 Incident queue A sequence of unassigned unresolved incidents When an incident queue is added it can be defined as the default queue Inci dents are added to queues automatically by busi ness rules or manually by re queuing and are handled in a first in first out manner Incident severity An option for classifying and recording an incident s importance and urgency Incident status A method of tracking an inci dent s state The default incident statuses are Solved Unresolved Updated and Waiting and custom statuses can be added Incident status type The status of an incident as it moves through the system Default incident status types are Solved Unresolved and Waiting Incident thread Ihe list of all activity on an incident including the original question agent responses and updates customer updates records of conversations and staff member notes about the incident which are not visible to customers The incident thread lists activity in chronological otder and can be filtered by thread type Indexing A process in which the text of an answer or incident is stemmed and indexed into keywords and phrases These keywords and phrases are used to build the answer and incident phrases tables that are used during text searching When an answer is added or updated the Key words Summary Question and Answer fields are stemmed and indexed to create one two and three wotd phrases When an inc
4. Horizontal Rule C Table a Div Field Set Button Insert Symbol Manage Anchors z Communication Center Analytics Q Incidents Design Source w Q si 220 Logged in as Faith Carson Editing 2 objects 1 modified online 10095 2 Figure 43 Standard Answer Workspace Your organization may use this standard workspace or your RightNow administrator may have created one or more customized workspaces Your profile defines the workspace you see when you work with answers whether it is the standard workspace or a customized work space The standard workspace is used to describe how you work with answers but keep in mind that the workspace your profile uses may display a different combination of fields or it may display them in a different location on the content pane The standard workspace for answers contain the following main elements RIGHT NOW 90 Answers Answer ribbon Consists of buttons for taking actions on answers Refer to Answer ribbon on page 90 Key answer fields Consists of key answer fields related to answer management Refer to Key answer fields on page 92 Answer record tabs Consist of additional fields for entering information about the answer Refer to Answer record tabs on page 93 Answer ribbon A standard ribbon exists for working with answers Table 10 provides a description of the buttons available by default on this ribbon
5. Leave as plain text ok inna Figure 103 Invitation and Transfer Invitation Windows Chapter 4 Caution Using agent chat tools 181 The customer cannot view text on the Invitation and Transfer Invitation win dows because the Private check box is selected by default If you clear the Private check box all internal chat correspondence is displayed to the customer Invitation E iJ The transfer request has been received by the invited agent Discuss the transfer details here The messages you enter in this window are private and will not be seen by the customer Click Cancel at any time to cancel the request Brendan Foster says private 02 12 52 PM 00 03 35 Would you mind taking this chat Chad Hubbel says private 02 13 01 PM 00 03 44 No problem Private Render as HTML Leave as plain text Cancel Transfer Invitation E3 i This transfer request has been sent to you by another agent Discuss the transfer details here The messages you enter in this window are private and will not be seen by the customer Click on Accept to accept the request or Decline to decline the request at any time Hi my name is Brendan Foster How may help you 02 09 24 PM 00 00 00 John Doe says 02 03 43 PM 00 00 24 Do you have warranty information for the 490 phone Brendan Foster says 02 10 22 PM 00 00 58 Let me transfer you to our agent who knows about warranties One
6. Recent Items A Q 061106 000003 8 061208 000007 A n min Contact Delilah Mcnair Q a Home Organization Antioners Q c ication Cent 3 sl mele imi OE Add View Opportunity Notes Sort Date Descending 3 Analytics CEB Contacts 2 Answers K V incidents smarag Logged in as Faith Carson Editing 3 objects RJ Online 100 Figure 27 Creating an Opportunity from an Incident RIGHT NOW 58 Sending responses Chapter 2 Incidents 2 To edit any information for the opportunity enter field information described in Table 8 Table 8 New Opportunity Window Description Field Description Assigned Click this drop down menu and select a staff member the incident is assigned to Your name appears by default when you add an opportunity using the standard service opportunity workspace Opportunity Name Type a name for the opportunity in this field The default value is for Contact Namel Summary Type information about the incident or contact in this field The default value is See Incident i Contact Click the Search button for the Contact field to search for a differ ent contact to add to the opportunity Organization Click the Search button for the Organization field to search for an organization to add to the opportunity Click this button and type a note in the Opportunity Note field Click the Opportunity Note
7. Absolute time An exact date and time defined in an escalation action for business rules or a com parison period for custom reports In standard reports absolute time is the amount of time passed based on a 24 hour clock See also Relative time Access level conditional section A method of controlling the visibility of a portion of an answer Only those staff members and customers with per mission to view the access level assigned to the answer section can view it Accessibility interface 4A non graphical inter face in RightNow Service that allows staff mem bers to work on the administration interface and customers to use the Classic end user interface All mouse functionality is accomplished with key strokes to make navigation simple and fast Action The part of a business rule that defines what happens when an object answer contact incident chat session opportunity organization target or task meets the rule s conditions Rules can contain multiple actions An action is also a component of a campaign Actions can perform one of nine functions in a campaign including sending broadcast and transactional mailings exe cuting external events adding contacts to lists and notifying staff members Action atrow An arrow on a workspace field or control that displays available editing options Activate A process that is manually run after making changes to a state function or rule in a rule base to check
8. Biling x 555 Main Street Anytown Tokyo 55555 Japan Incident History 366 Contacts for Org Response Inte Resolution Inte Source Oh Om Oh Om Ask Question Oh Om Oh Om Ask A Question Oh Orn OhOm Ask Question Oh Om Oh Om Ask Question Oh Om Oh Om Public XML API Oh Om Oh Om Public XML API nh nm fh fim Ask A Ouestinn Status Solved Solved Solved Solved Solved Solved Solved Tasks Q Organization XXXXXXXXXXXX c Password Q State E dit Service Marketing Sales Add New 8 Open New Print Uy Copy v Passion X Delete C3 Forward Referenc 070411 00 070411 00 070405 00 070402 00 070329 00 070327 00 n7n32A NN Subject I have to push really hard on my keypad What s my account balance New phones need activation Conversa camera phone problems Need 3 new phones For new employees Need 3 new phones For new employees Rnamina charnes Figure 24 Organization Tab Session 2 E Attachments Audit Log v 3 Options Delete Print Delete Print Delete Print Delete Print Action Open Open Delete Print Onen Delete Print AA To enter an address click the drop down arrow to the left of the field select the type of address and click Edit in the field to open a window for entering the organization s address Type the address in the fields on the window To enter a login or password type the information in the appropriate f
9. Billed By Click this drop down menu and select a staff member This field defaults to your staff account since you are editing the incident Billable Task The default billable task is Miscellaneous but your RightNow administrator may have added other billable tasks for you to select Click this drop down menu and select a task Duration Select the value in the Hours or Minutes field or both and type a new value Or use the up and down arrows to adjust the duration Notes Type a note about the time billed for the incident 5 Click the OK button to close the Time Billed window 6 Click the Save button to save your changes on the Time Billed tab Chapter 2 Adding tasks 51 Modifying time billed entries You can edit and delete time billed entries as necessary To edit a time billed entry right click it and select Open Make any changes and save the entry To delete a time billed entry right click the entry and select Delete Important Deleting a time billed entry can result in inaccurate statistics in reports Adding tasks You can add and edit all tasks associated with an incident by clicking the incident s Tasks tab When you add or edit a task you not only define its name the staff member it 1s assigned to relevant dates and type of task but you also associate it with new or existing incidents The tab contains the number of tasks associated with the incident in parentheses next to the tab name
10. CSV comma separated value A file format with commas separating one column value from the next Each row ts delineated by a hard return Also called comma delimited CTI computer telephony integration A data connection between telephone systems and com puters CTI screen pop A computer telephony integra tion function that causes information related to contacts incidents organizations or opportuni ties to be opened on staff members workstations when they answer a call Currency A monetary denotation based on countty of origin Currencies can be defined for each countty ot province in which an organization does business See also Exchange rate Custom field A field for gathering and display ing additional information about answers con tacts incidents opportunities organizations sales quotes sales products staff accounts and tasks Custom fields appear when adding and editing records depending on the type and visibility they may also appear on the customer portal RIGHT NOW 244 Custom report A report that is created by copy ing and editing one of the standard reports in ana lytics and saving it as a new report ot by combining data from selected tables in RightNow to create a new report Custom reports can include customized output data computation and sched uling Customer A contact or organization that has a service or purchase history in the RightNow knowledge base C
11. name if the field contains an entry is the one associated with the primary con tact for the incident For information about incident fields refer to Editing incident fields on page 25 Incident record tabs The incident record tabs allow you to respond to the customer and add and edit other infor mation relevant to the incident The organization of these tabs allows you to work on an inci dent in stages if you choose letting you save the changes and then return later to complete your wotk Important If you make changes to fields on any of the incident record tabs or any of the windows opened through the record tabs for example the contact editing win dow you must save the incident in order for all changes on the record tabs to take effect If you close the record without saving changes you will be prompted to save your changes If you do not your changes on the record tabs will be lost Chapter 2 Incident record tabs 21 Table 2 describes the actions available to you on each of the incident record tabs Table 2 Incident Record Tabs Description Tab Description Messages You can perform the following actions on the Messages tab Add a response customer entry or private note to the incident thread Refer to Adding responses on page 32 Filter and sort threads by type and date View suggested answers from SmartAssistant and insert links to the answets or the answer text into the incident response
12. 157 Customize List i Add to the Selected Items list by dragging one or more items from the Available Items list Selected Items can be rearranged by dragging items up or down Click Find in List or press Ctrl F to find items in the Available Items list Available Items Find in List Selected Items o Public Reports Add gt a Notifications T Move Up I Common i Ee Feedback Move Down io GE Marketing i HE Sales i GC Service Rename 2 Upgraded Service Views gt End user gt Ar i Upgraded Service Views gt End user gt Ot E E Components MED Analytics GME Audiences GE Common i GE Content Library Feedback i MES Marketing i MES Service My Reports Figure 85 Customize List Window Under Public Reports click the plus sign next to the Service folder to expand it Click the plus sign next to the Chat Reports folder to expand it Click the plus sign next to the Proactive Chat folder to expand it If you are a chat agent drag Chat Agent Home from the Available Items list and drop it in the Selected Items list Or If you are a chat supervisot drag Chat Supervisor Home from the Available Items list and drop it in the Selected Items list RIGHT NOW 158 RightNow Chat ij Add to the Selected Items list by dragging one or more items from the Available Items list Selected Items can be rearranged by dragging items up or down Click Find in List or press
13. Assigned Click this drop down menu to select a staff member to assign to the answer Only staff members who have permission in their pro file to create answers are listed Access Level Click this drop down menu to select an access level For informa tion on assigning multiple access levels refer to Associating answers with multiple access levels on page 134 3 To add a flag to the answer click the area next to the white flag above the answer fields Refer to the RzghtNow User Manual 4 Select the answer type For information about adding HTML answers refer to Adding HTML answers on page 101 For information about adding URL answers refer to Add ing URL answers on page 106 For information about adding file attachment answers refer to Adding file attachment answers on page 108 5 To add keywords to associate with the answer click the Content tab and type the words in the Keywords field Note Keywords should be separated by commas with grouped words separated by spaces for example phone call plan nationwide Keywords are used by the search feature Any keywords you type are given the greatest weight when a cus tomer is searching on the Find Answers page In addition words in products and categories and their descriptions are used as keywords for answers For more information about the Find Answers page refer to the RzghtNow Customer Portal Manual 6 To enter notes about the answer click the Co
14. Name Summary Free ring tones Segment Yes Match Dup Response Action Set Response Set Response Set Response No No No Free ring tones 0 0 Segment 100 0 Segment B Segment B D D lt Suggestions Found 0 Name Summary Yes Match Dup Response Action Guide Free ring tones Because you purchased a cell phone from us in the past 30 days we re offering you free ring tone downloads To take advantage of this offer go to www ringtones example com and enter code Ring Me to order the tones you want at no charge Product Details Extended contract available for 25 off with the purchase of one of Global wireless Mundo Conversa or Verden 9 series Figure 26 Offer Advisor Window The following procedure is a brief overview of presenting an offer to a customer For the complete procedure refer to Presenting offers on page 215 To present an offer 1 From an open incident click the Offer Advisor button to open the Offer Advisor win dow Select the offer you want to present to the customer If you are on a phone call with the customer read or paraphrase the guide and product information to the customer Or If you are responding to an incident right click anywhere in the guide text or product information sections and select Copy Paste the text into the response and modify as nec essary before sending Click Set Response in the Action column for the offer you wan
15. or that do not have a word gt Login window A window for entering login name password if required and site information to access the administration interface of a Right Now application Lost One of the default opportunity statuses and status types An opportunity with the Lost sta tus has been lost for example to a competitor Mailbox An email box specified in RightNow and dedicated to collecting email inquiries sent by customers responses to mailings and bounced messages Incoming emails are processed by RightNow s Techmail utility See also Techmail Mailer daemon tnmd A utility that monitors RightNow Marketing and RightNow Feedback lis tening for requests from other components to start the email process The mailer daemon is installed during the initial installation and can be configured to send messages in the most efficient manner for an organization Mailing A collection of one or more messages sent to one or more contacts A mailing can con tain multiple messages for testing purposes Mailing status A method of tracking the state of a mailing The default mailing statuses include Draft Launched Scheduled Preparing to Send Sending Suspended Suspended by Error Can celed and Completed Manual policy A pull policy that enables agents to manually pull incidents into their inbox from any queue designated in their profile Manually related answer A relationship between two or mo
16. tions responses answers and text explanations used in guided assistance in RightNow Service See Guided assistance and Offer Advisor Guided assistance A component in RightNow Service that helps agents quickly locate answers and text explanations using branching questions to guide them to the answers they need The answers and explanations agents find can be sent to cus tomets in incident responses or relayed to custom ets over the phone Help access level An answer access level for context sensitive answers Help answers are not visible to customers except through special hyper links See Context sensitive answers HTML answer A type of answer that appears to customers as standard HTML on the customer portal HTML editor A WYSIWYG what you see is what you get editor for formatting and editing answers mailings campaigns documents ques tionnaires and invitation messages in HTML with out previous HTML experience iKnow RightNow s intuitive knowledge founda tion that incorporates the self learning knowledge base customer data and analytics to respond in an intuitive intelligent manner when interacting with customers and staff members See also Selt learning knowledge base IMP import file A data file with an extension of Zzp that is used by the Kimport utility to map values in the CSV file to columns in the RightNow database 249 In Meeting One of the default chat agent sta tuses
17. 229 Ask a Question To submit questions Refer to Asking a question on page 233 Login To log in to My Stuff Refer to My Stuff on page 233 e Create a New Account To create an account Refer to Creating an account on page 235 Finding answers The Find Answers option allows customers to search for answers by product category or keyword When customers search by product or category they can view a list of question summaries related to the specific product or category then they can view a specific question description and answer When searching by keyword customers can type a word or phrase to search the knowledge base RightNow Wireless then returns a list of question summaries con taining the keyword or phrase and customers can view question descriptions and answers Note Menu type custom fields display on end user answer reports but other custom field types do not Searching for answers by product or category To search for answers by product or category customers first select Find Answers on the Support Home page and then select Product Hierarchy or Category Hierarchy RIGHT NOW 230 RightNow Wireless Find Answers Global Search Type Select Options Figure 140 Selecting a Search Type Then customers select a product or category to display a list of related answers Answers List Global Anse rs 1 ani Ti e ma 2 How do repa 3 Am charged airtime F
18. 7 Messages Contacts Details Time Billed 1 Tasks 2 Organization Session 0 Attachments Audit Log is Add open 3Copy Delete Prit 2 Forward Z Complete 3 Options v Name V Date Due Date Completed Assigned Priority Action Update related answer Faith Carson Open Delete Print Complete Follow up call Faith Carson Open Delete Print Complete Figure 22 Tasks Tab To add or edit a task for an incident 1 Right click the incident and select Open Incident 2 Click the Tasks tab 3 Click the Add button and select Add New to open the New Task window The reference number for the incident appears in the Incident field on the New Task window Or Right click a task on the Tasks tab and select Open RIGHT NOW 52 Incidents r fiv bk trdt global_92_cfm RightNow CRM ere TNI Home 7 9 l Print ABC CE Q9 LA OK Cancel New Refresh Forward i Spell Links Info A Delete Check T Editor Actions Proofing Links and Info Summary Attachments Audit Log Name Opportunity Assigned a Faith Carson Y Organization ppp Status Completed v Contact Percent Complete 00 S Incident Priority No Value Answer Due Date No Value Campaign Planned Completion No Value Mailing Completed 01 06 2009 10 07 4M Survey poopome s Task Type Document Notes Logged in as Faith Carson RY Online 100 y E Figure 23
19. A password protected key used by the holder to create digital email signatures and decrypt messages that were encrypted using the holder s associated public key Privileged access answers Answerts that are assigned a custom access level for viewing by cer tain contacts and organizations assigned to the appropriate service level agreement See SLA Product An option for grouping answers and incidents that allows more precise organization in the knowledge base Staff members can classify answers and incidents by product and up to five additional levels of sub products allowing more refined searching by customers and staff members See also Category Product catalog The list for organizing sales products Product linking An option for linking products to categories and products to dispositions so that category and disposition choices are narrowed to only those associated with the selected product for staff members working with incidents and custom ers searching on the customer portal Professional Services Setvices provided by RightNow Technologies including training sup pott and consulting Profile A mechanism for controlling access to administration functions and for assigning staff membets specific permissions default workspaces a default navigation set and report access Promotion A specific message for example a discount renewal notice or announcement deliv ered to a specific group of cust
20. Add New Select this option to add an answer and establish a sibling relation ship between the current answer and the new answet Add Existing Select this option to create a sibling relationship between the cut rent answer and an existing answer The Answer Search window will display so you can search for an existing answer For informa tion about searching for answers refer to the RzghtNow User Manual lim Open Click this button to open the selected sibling answer Print Click this button to print the selected sibling answer JEg zd Assign Click this button to assign the selected sibling answer to a staff member Note You can assign the sibling answer to a staff member only if you have the permission set in your profile x Remove Click this button to remove the selected sibling answer Fr Preview Click this button to preview the selected sibling answet RIGHT NOW 120 Answers Table 18 Siblings Answers Section Toolbar Description Continued Button l 3 Options Description Click this button to display a drop down menu of analytics options Refer to the RzghtNow Analytics Manual for information about report options The list in the Siblings Answers section contains answers that share the same product or cate gory as the current answer Refer to Table 19 for a description of this list Table 19 Siblings List Description Column Description Answer I
21. Adding a Task to an Incident 4 Type the task name in the Name field 5 Click the Status drop down menu and select a status for the task The default status is Not Started 6 To enter additional task information complete the fields or select menu options For detailed information about adding and editing tasks refer to the RzghtNow User Manual 7 Click the OK button to save the task and close the New Task window 8 Click the Save button to save your changes on the Tasks tab Adding organizations Chapter 2 Incidents are associated with contacts If an incident also has an organization association it is because the incident s primary contact is associated with an organization The Organization tab lets you view the name and ID of the organization associated with the incident s primary contact and you can edit the address login password and state for the organization But if you want to change the organization associated with an incident you will have to edit the contact record For more information about working with contacts and organizations refer to the RzghzNow User Manual To edit an organization associated with an incident 1 Right click the incident and select Open gt Incident 2 Click the Organization tab Note Adding organizations 53 The Organization Name and Organization ID fields are read only aa Messages Details Organization Name amp ntioners Time Billed 3 Organization ID 714
22. Incidents on page 13 Note Only one incident can be created from a post Chapter 5 Creating incidents from posts 207 To create an incident from a post 1 In the search results list select the post you want to create an incident from 2 Click the Create Incident button on the ribbon 3 A new incident tab opens containing the details from the post including the URL the user name and the title of the post Tip If the post is from a customer who already has a contact record in your knowl edge base change the contact in the incident so it will be associated with the proper contact 4 Fill in the appropriate fields in the incident and click the Save and Close button RIGHT NOW 208 Cloud Monitor Chapter 5 209 6 Offer Advisor As an agent you ate in a unique position to anticipate customers needs and provide them with specifically targeted information Offer Advisor identifies current promotions that cus tomers are eligible for and generates product suggestions based on their purchase histories Offer Advisor does more than simply provide you with list of offers It also displays guides to help you present the offer or information to the customer It may contain product informa tion and direct you to URLs to enter information about orders or leads Offer Advisor can help you deliver high levels of personalized customer service by providing customers with reminders and service opportunities In this
23. My Inbox Customize List Reference tt 090106 000004 Contact Q Recent It enun M Status Unresolved m rganization Name 2 061106 000003 061208 000007 a Assigned Customer service Product No Value v IB Delilah Mcnair coe 060912 000270 Rom o 081216 000001 Disposition No Value x Category No Value v g Follow Up m R Lisa Jones Messages Contacts Time Billed 0 Tasks 0 Session 0 Quick Search e E SmartAssistant QQ Search Knowledgebase Standard Text A amp Undock Add X view All ivl Sort Date Descending iv Search M Customer Entry By Phone amp Edit Delete 8 e smena Logged in as Faith Carson Ronline 100 c Figure 40 Adding an Incident Type the question or issue in the Subject field to a maximum of 240 characters Complete the incident fields as described in Editing key incident fields on page 29 Click the Customer Entry field and type the customer s question Click the Add button and select Response Type your tesponse For information about responding to an incident refer to Adding responses on page 32 and Adding content to the response on page 36 To add or edit contact information for the incident click the Contacts tab and complete the information as described in Adding and editing contact information on page 45 To enter the time you spend working on the incident click the Time
24. No Value iv Figure 4 Manual Queue Pull Window RIGHT NOW 24 Incidents If the displayed incidents report does not display incidents by assigned staff member you can open the My Inbox report to view incidents that were added when you clicked the Fill Inbox button Unresolved incidents in any of the queues designated in your profile are available to be pulled The order in which you work on incidents is determined by the queue priority and any pro cesses set up by your RightNow administrator Searching for incidents When you click the Incidents button on the navigation pane a list of reports 1s displayed in the navigation list Double clicking any incidents report displays a list of the incidents in the report on the content pane Besides selecting an incident from a report you can search for incidents from a report or use Quick Search Refer to the RzghtNow User Manual for informa tion about searching for records Overview for editing incidents Chapter 2 The following list provides an overview of the steps involved in working an incident The sec tions that follow describe the procedure for each step in greater detail Note Incidents do not have to be completed in any particular order but you must complete all required fields before you can save an incident Complete the incident fields Refer to page 25 Compose your response to the customer Refer to page 32 To add content to your response
25. Public key Public information that may be attached to email messages to allow those who reply to the message to encrypt their response The public key also verifies that the digital signature was created with the associated private key thereby ensuring the integrity and authenticity of the message Public keys are often referred to as public certificates although certificates hold addi tional information besides the public key Publish report A method of preserving a report s graphical and tabular output as a snapshot Once a report is published it cannot be modified and the report data will remain unchanged even as the knowledge base is updated Pull policy The method for determining which queues agents can retrieve incidents or receive chat requests from and in what order Pull policies include Strict Priority Manual and First Due Pull quantity The specified number of incidents to be retrieved from the queue at one time when an agent pulls incidents Question Ihe main element in a survey Text choice and matrix question types can be created Questions can be used in multiple surveys mixing and matching as necessary See Text question Choice question and Matrix question Questionnaite The complete set of questions and all the pages in a survey Using the HTML edi tot staff members can create dynamic surveys using a graphical interface to add questions and create survey branches based on how customer
26. Refer to Adding SmartAssistant suggested answers on page 36 e Search public answers in the knowledge base Refer to Searching the knowledge base on page 39 Insert standard text into your response Refer to Inserting standard text on page 43 e Send a response to the customer Refer to Sending responses on page 58 Contacts You can perform the following actions on the Contacts tab Refer to Add ing and editing contact information on page 45 Add a new or existing contact to the incident Edit contact information Copy and print a contact Remove a contact from the incident Details You can edit the following fields on the Details tab of the standard incident workspace Refer to Adding incident information on the Details tab on page 31 Mailbox e Source e Severity nterface Language e SLA Instance Queue RIGHT NOW 22 Incidents Tab Time Billed Table 2 Incident Record Tabs Description Continued Description You can perform the following actions on the Time Billed tab Refer to Tracking your time on page 49 Add or edit information about the time you spend working on an incident e Select the name of the agent working the incident and the type of billable task being performed Add notes to time billed information Tasks You can perform the following actions on the Tasks tab Refer to Adding tasks on page 51 Add a new or existing task
27. Table 10 Answer Ribbon Description Group Button Desctiption Save Save Click this button to save the answer without closing it The answer remains open Note When you save an answer it is evaluated by the rules engine If your RightNow administrator added answer rules and the answet matches one or mote of those rules it is possible that the answer will be modified by rule actions when you save it For example a rule can change an answert s status or answer access level Save and Close Click this button to save and close the answer Actions Note With the exception of the New button the buttons in this group are not enabled until after you have saved the answer you are adding New Click this button to add an answer Refer to Adding answers on page 98 Refresh Click this button to refresh the answet Preview Click this button to view the answer as it will appear to your cus tomets Refer to Previewing answets on page 147 Chapter 3 Answer ribbon 91 Table 10 Answer Ribbon Desctiption Continued Group Button Check Links Description Click this button to check the validity of hyperlinks and answer links in the answer Refer to Validating answer links on page 149 Validate Category Links Click this button to check if the products and categories you selected for the answer are linked If the categoties you selected are linked to selected products a message will inform you
28. The default sort order is defined when generating a report and can be modified when run ning the report Spacer A control that is manually added to a workspace to maintain the row and column arrangement when fields and controls are moved and removed or to create white space in a wotk space SSL secure sockets layer An industry stan dard for secure Internet based transfer of informa tion Staff account The settings for a staff member authorized to access a RightNow application including login name password profile group assignment and email information Staff account custom field A field for gather ing and displaying additional information about staff members Staff account custom fields appear on the Details tab of the Staff Accounts editor Staff member Any employee with a staff account and profile authorized to access a RightNow application Stage The level of completion of a particular opportunity within a specific strategy Tasks can be defined within a stage and can be required to be completed before the opportunity can move to the next stage See Strategy and Task Standalone Configuration Editor A web page that allows access to the Configuration Editor without going through the RightNow Console Entry is made using a specific URL Standard reports The complete set of pre defined reports available in RightNow Standard reports can be copied and used to create custom reports Stan
29. allowing efficient searching In some cases the matrix is a database table in other instances the matrix is a file stored on a hard drive For a word or phrase to be searchable within an incident answer file attachment or external docu ment it must first be indexed Secure email Incoming and outgoing email that has authenticity the sender is who it appears to be integrity content has not changed during transmission and privacy only the intended recipient can read it Seeding The initial set of answers in the knowl edge base Segment The criteria for creating dynamic lists of contacts based on user defined filters Multiple filters can be created and logical expressions can be used to create the exact data set needed to target contacts Once a segment is created it can be used in broadcast mailings and surveys and the group of contacts will be constantly adjusted and updated as they meet or fall outside of the segment s require ments Self learning knowledge base The automatic generation of self service content based on cus tomer interactions so that the most pertinent information is presented See also iknow and Knowledge base Sender ID A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization Sender ID differs from SPF authentication primarily by the compo nents of the email used to authenticate the mes sage Sender Policy Frame
30. and SmartSense RightNow Analytics Manual Contains procedures for working with RightNow Analytics including generating standard reports and creating custom reports and dashboards Also included are descriptions of the elements used to build custom reports and dashboards including styles chart styles color schemes images and text fields This manual also contains information about and procedures for using Enterprise Analytics RIGHT NOW 10 Chapter 1 Introduction RightNow Service Administrator Manual Contains procedures for configuring RightNow Service This manual addresses standard text and variables in the content library guided assistance Offer Advisor service level agreements RightNow Chat and RightNow Wireless RightNow Service User Manual Contains procedures for customer service agents work ing in RightNow Service This manual addresses incidents answers RightNow Chat cloud monitoring Offer Advisor incident archiving and RightNow Wireless RightNow Customer Portal Manual Contains a description of the RightNow Customer Portal and the framework used to create and customize pages templates and widgets In depth descriptions of all customer portal elements are also included as well as procedures for creating editing and deploying the RightNow Customer Portal RightNow Marketing User Manual Contains procedures for staff members working with RightNow Marketing This manual addresses Marketing explo
31. and feedback RightNow Chat A component in RightNow Service that provides customers with access to chat agents for questions and issues that require human interaction RightNow Cloud Monitor A monitoring tool for gathering and acting on information about your organization that appears on social networking ser vices such as Twitter and YouTube RightNow Console The administration inter face for working in RightNow Staff members can work with records and components generate stan dard reports and create custom reports access their notifications and work in RightNow Chat from this console The RightNow administrator can also configure and customize the RightNow application from this console RIGHT NOW 260 RightNow Customer Portal The set of pages in RightNow Service that customers use to look up answers view account information request a chat and ask questions Certain functions can require a customer account The RightNow Customer Por tal can be completely integrated with an organiza tion s web site using the Customer Portal Studio which allows developers and designers to add RightNow elements to any page or template See also Customer Portal Studio RightNow Dreamweaver extension A plug in developed by RightNow Technologies for the Adobe Dreamweaver software application The RightNow Dreamweaver extension provides the ability to quickly add widgets define page attributes and insert RightNow varia
32. black list white list 2345 Notes Answer Type HTML URL File Attachment Question Answer Quick Preview BAVC niis ig E S E Normal Times New Roman g 16 BADIB ZEAL YS Toolbox n The following phones are available for Global Wireless Conditional Section Search Lr KnowledgeBase 2 c ic c C c c C C C CC C C a a a a a ae a ai ai a ak ba Smart Merge Mundo Phone Features HTML e 1 touch dialing 8i Hyperlink e Voice activated dialing a Image e Bluetooth compatible e Downloadable ringtones Horizontal Rule lt Internet arrecc Design EJ Source Figure 73 Merged Answers 7 To view the merged answer as it will appear on the customer portal click the Quick Pre view tab 8 Click the Save and Close button to save your changes to the answer Merging answers 143 Appending answer content In addition to merging similar answers you can also search for other answers in the knowl edge base while editing an answer and merge the content of answers You can append the answer link or the answer text to the answer you are editing The appended answer will appear in the specified section To append answer content 1 Right click the answer on the content pane and select Open 2 Click the Search Knowledge Base button on the toolbox The Search Knowledge Base window opens Q Search Kno
33. searching the social cloud may take a few min utes During this time the report controls will be disabled RIGHT NOW 204 Cloud Monitor Cloud Monitor Search Cloud Monitor for Twitter Cloud Monitor for YouTube Cloud Monitor for Twitter Post URL Smart Sense Post Date User Credentials Search Result http twitter com tech status 1772593160 http twitter com gamingnotebooks status 1758489023 http Ewitter http Jtwitter com markericson status 1731758323 http twitter com saracrow status 1699034009 http twitter com Ashiya_ANS status 1696052574 http twitter com montanabusiness status 1660385625 http twitter com katieoco status 1660017667 http Jtwitter com CRME volution status 1658435252 http Jtwitter com onsaas status 1655618454 http Jbwitter com myst Eechnology status 1655488458 http Jtwitter comJsellingcrossing status 1629815586 lt a HHHBEHT 05 12 2009 04 47 AM 05 10 2009 05 01 AM 05 08 2009 12 47 PM 05 07 2009 03 36 AM 05 04 2009 01 15 AM 05 04 2009 07 30 AM 04 30 2009 09 28 AM 04 30 2009 08 48 AM 04 30 2009 05 41 AM 04 29 2009 07 55 AM 04 29 2009 07 40 AM 04 27 2009 08 41 AM tech gamingnotebooks tnemelka markericson saracrow Ashiya ANS montanabusiness katieoco CRMEvolution onsaas myst technology sellingcrossing What Dan Woods from Forbes has to say about HCL http tii RightNow Technologies Reports 1Q 2009 Financial Results Tr Grea
34. you may also spend a lot of time managing and updating your cur rent answers You can add information to existing answers including adding links to other answers merging similar answers and adding conditional sections within an answer to con trol visibility of certain information Figure 44 on page 97 shows the actions that can be performed on an answer Answer ages Set answer properties Access answer variables Set status access level and language Assign answer to staff member Print answer Preview answer Publish answer Update answer Figure 44 Managing Answers Managing answers 97 Customer inquiry Knowledge base searches answers Solve incident Propose incident as answer Review proposed answer Customer views answer Customer provides answer feedback Review answer feedback RIGHT NOW 98 Answers Adding answers RightNow Service provides answer types to choose from when adding answers to the knowl edge base Answer types allow more flexibility in providing information to your customers You can add the following types of answers e HTML Answers that appear to customers as standard HTML on the customer port tal When you create an HTML answer you can use the HTML editor to view answers as customers will see them For information about using the HTML editor to create answets refer to Adding HTML answers on page 101 URL Answers that consist of a lin
35. 04 29 The desktop screen sharing session has been established Click here to view 12 38 50 PM 00 04 40 Link to customer s desktop Figure 109 Establishing Co Browse with Customer 3 Click the link to view the customer s desktop Focus shifts from the Engagement tab to the Co browse tab where the customer s desktop displays RIGHT NOW 186 RightNow Chat John Doe 840 My Computer File Edit Yiew History Bookmarks Tools Help Ww eM x gS A F http global 95 cFm qa lan app home session L3Npz Y7 7 eg Recycle Bin md Flex Weather md Financial GS RNT sites LJ Live Chat Support Home Page x Support Home Answers Ask a Question My Stuff Da A nt Find Answers Login Check the status of your questions We store all resolved problems in our solution modify your profile or access database Search by product category restricted information and features keywords or phrases Username Announc New Sup Patch Av Please down latest patch fr downloads s Search by Keyword site This bar Passwnrrl fives many ie 4M F Figure 110 Customer s Desktop Displaying on the Co Browse Tab The co browse toolbar gray background allows you to control the co browse session Table 36 describes the buttons and fields on the co browse toolbar Button Field CoBrowse State Table 36 Co Browse Toolbar Description Description Click this drop down menu to select a co browse
36. 12 40 PM 10 10 2007 10 08 AM 10 10 2007 09 44 AM 10 11 2007 10 30 AM 10 02 2007 08 51 AM 10 10 2007 09 05 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 10 2007 09 12 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Figure 14 Answers Returned from a Search ascending or descending order 11 To add an answer s URL link to the response click Add as Link in the Action column A link to the answer is included in the response 12 To include the text of an answer in the response click Add as Text in the Action column The answer content is added to the response 13 To view a suggested answer click View in the Action column The View Answer window opens displaying the answer as it appears on the customer portal You can print the Add as Text Vi Add as Text Vi Add as Text Vi Add a
37. 1777631866 Response Figure 126 Responding to a Post through Cloud Monitor 3 Type your response in the Response field 4 If you are not already logged in to Twitter click the Login button The Cloud Password Manager window opens RIGHT NOW 206 Cloud Monitor Cloud Password Manager i Twitter Login Password Confirm Password Figure 127 Logging in to Twitter 5 Type your login in the Login field and your password in the Password and Confirm Pass word fields 6 Click the OK button The Cloud Password Manager window closes 7 Click the OK button to post your response To respond to a post on YouTube 1 In the search results list select the post you want to reply to 2 Click the Respond button on the ribbon YouTube opens in a web browser 3 If you are not already logged in to YouTube click the Sign In link and log in 4 Type your comments in the Comments on the Video field and click the Post Comment button to post your response Creating incidents from posts Sometimes responding to a post is not enough and you will want to create an incident in RightNow Service to document the customer interaction and ensure that the customer receives assistance or follow up contact Through Cloud Monitor you can create an incident with a single click and the incident will be populated with the details of the post For information about adding and editing incidents refer to Chapter 2
38. Assigned Date Updated e z3 Answers Default 58 How do I track my cellphone order English LIS Everyone Public 10 10 2007 09 42 4 Hot Answers 280 Forbindelse FN 846 information English LIS Everyone Public 10 10 2007 10 00 A Customize List 331 Silver plan information English US Everyone Public 10 10 2007 12 39 P Recent Items 453 How do I change my address English US Everyone Public 10 02 2007 08 51 4 081216 000001 479 What is roaming English US Everyone Public 10 02 2007 09 26 A 2 Follow Up 486 Verden 100 information English US Everyone Public 10 10 2007 10 034 BE Lisa Jones 514 Who can take advantage of the Ride High discount program English US Everyone Public 10 10 2007 09 33 4 Quick Search 545 Do you have service area maps English US Everyone Public 10 02 2007 09 29 4 568 Can I use my globalwireless phone internationally English US Everyone Public 10 10 2007 09 34 4 633 How do I set up my voicemail English US Everyone Public 10 02 2007 09 44 4 Search 635 How do I access my voicemail English US Everyone Public 10 02 2007 09 444 E AA 639 Are there any shortcuts For listening to voice messages English US Everyone Public 10 02 2007 09 53 A 645 What is airtime English US Everyone Public 10 10 2007 09 05 4 650 Forbindelse FN 763 information English US Everyone Public 10 10 2007 09 59 A 656 Isit true that excessive cellphone use is unhealthy English US Everyone Public 10 10 2007 09 47 4 672 How do I
39. Billed tab and com plete the information as described in Tracking your time on page 49 RIGHT NOW 70 Incidents 9 To add or edit task information for the incident click the Tasks tab and complete the information as described in Adding tasks on page 51 10 To add or edit organization information for the incident click the Organization tab and complete the information as described in Adding organizations on page 52 11 To attach one or more files to the incident click the Attachments tab Refer to the RightNow User Manual for information about attaching files to a record 12 To present an offer to the customer click the Offer Advisor button Refer to Presenting offers to customers on page 55 13 To create an opportunity from the incident click the New Opportunity button Refer to Creating opportunities from incidents on page 57 14 To send a response refer to Sending responses on page 58 15 Click the Save and Close button to save the incident Managing incidents Besides editing and adding incidents you may have other incident management duties as well For example you might want to propose that incidents be added as answers to the knowledge base delete incidents or re queue or reassign incidents This section describes the procedures to perform these tasks For other incident management tasks including forwarding incidents and updating multiple incidents simultaneously refer t
40. Ctrl F to find items in the Available Items list Available Items Find in List Selected Items id 9 Public Reports amp Notifications EQ Common O Chat Agent Home D Deprecated Remove J Move Down ED Feedback i HED Marketing i B 3 Sales J Rename aM Service H Agent Reports Fold iM Chat Reports E C3 Call Center Supervisor iH Group Manager i CHO Proactive Chat i C Proactive Chat Offer Stati Proactive Chat Summary All Chats Chat Activity Agent Chat Activity Organization 33 Chat Agent Queue Snapshot E Chat Agent Queue Statistics 5 3 Chat Agent Statistics Chat Agent Status Summary Chat Concurrency Factor Chat Event Details j Chat Operations Dashboard i i PRAET 3 Figure 86 Chat Agent Home Added to Selected Items 7 Click the OK button to close the Customize List window and add the Chat Agent Home dashboard to your navigation list amp Notifications Chat Agent Home 43 ChatAgent Home Customize List Figure 87 Chat Agent Home Added to the Communication Center Navigation List Chapter 4 RightNow Chat for agents 159 RightNow Chat for agents As a chat agent you can serve customets in real time through typed conversation While chat ting you can send predefined responses and URLs to customers offering a faster response time When you need assistance with a chat session RightNow Chat allows you to conference another agent into
41. Edit Options Figure 149 Updating a Question To access account profile information customers select Account Profile from the Support Home page On the Edit My Profile page customers can update first and last names and email addresses Edit My Prafile Global Denotes a required field Email Address Jdoe lexample com First Name Edit Options Figure 150 Edit My Profile Page Chapter 8 Creating an account 235 Creating an account When customers visit your Support Home page for the first time they can create an account to use when submitting updating or tracking questions from their WAP device Note If a passwotd is required on the Support Home Page customers cannot create a new account from their WAP device To create an account customets select Create a New Account from the Support Home page and enter the following information User ID The customer defined user ID that can be any combination of numbers and characters except spaces and quotation marks Password The customer defined password for the account Email Address The customer s email address First Name The customer s first name e ast Name The customer s last name Create a Mew Ac Global Denotes a required field User ID Password Edit Options Figure 151 Create a New Account Page RIGHT NOW 236 RightNow Wireless Chapter 8 RightNow Glossary
42. Haw do enable hand 5 Why is my phone disc Select E Options Figure 141 Answers List Page After scrolling through the list of answers and selecting one to display customers can select Solution to display the answer Chapter 8 Answer 8 Global Solution We offerseveral phones with text messaging available lt br gt lt br gt Forbindelse FN 846 lt br Figure 142 Solution Displayed on the Answer Page Submitting feedback 231 At this point customers have three options They can e Select Related Answers and press the Select button to view a list of SmartAssistant related answets e Select Answers and press the Select button to return to the Answers List page e Select Submit Feedback and press the Select button to submit feedback about the answet Searching for answers by keyword Customers can also choose to search for an answer using a word or phrase To search for answers by a keyword customers first select Find Answers on the Support Home page and then select Keyword Keyword Search Global Enter some keywords then click Search Submit Edit 19 Options Figure 143 Keyword Search Page After customers enter keywotds a list of answers 1s displayed Customets can then select answers to display them Answers List Global Answers List send e mails 2 do report and 3 Am charged airtime 4 How do enable hand 5 Why is my phone disc Select Opti
43. No N Set Response Suggestions Found 0 Name Summary Yes Match Dup Response Action Guide Free ring tones Because you purchased a cell phone from us in the past 30 days we re offering you free ring tone downloads To take advantage of this offer go to www ringtones example com and enter code Ring Me to order the tones you want at no charge Product Details Extended contract available for 25 off with the purchase of one of Global wireless Mundo Conversa or Verden 9 series Figure 128 Offer Advisor Window Notice that the customet s name appears in the title bar of the Offer Advisor window The following sections describe the information on the Offer Advisor window Promotions Found The Promotions Found section of the Offer Advisor window displays promotions the cus tomer is eligible for The maximum number of displayed promotions has been set by your RightNow administrator so it is possible that the customer is eligible for other lower ranking promotions that do not appear unless you scroll down Note If the customer previously expressed no interest in a promotion the promotion does not appear on the Offer Advisor window and you will not be put in the position of presenting a promotion the customer has already rejected Nor will the product associated with the rejected promotion appear in the Suggestions Found list RIGHT NOW 212 Chapter 6 Offer Advisor
44. Related Learned Links Sibling answers are those that share the same product or category and may also contain the same file attachments Manually related answers are two or mote answers manually defined by a staff member Learned links are answers that have learned relationships as a result of cus tomer activity Manually related and learned links will be disabled when the answer type is set to either URL or File Attachment For information about answer types refer to Adding answers on page 98 RIGHT NOW 118 Answers 3t Content Products Categories Tasks 0 Details Attachments Audit Lop Relationships Siblings amp nswers e Add gt Open pe Print wa Assign x Remove Preview g Options Answer ID Summary Language Status Assigned Date Updated Action 1575 How do I place a call when my phone is roaming English LIS Public No Value 10 02 2007 09 42 AM Open Manually Related Answers e Add 8 Open fe Print x Remove LQ Preview 3 Options Answer ID Summary Action 568 Can I use my globalwireless phone internationally Open Learned Links m Open fe Print aa Assign Preview amp Promote Block Unblock g Options Answer ID Summary Blocked Action 2000 Mundo MD 6000 information No Open 2014 Can you please send me information about calling plans No Open Figure 55 Answer Relationships Tab Note Regardless of which type of answer relationships you work with it is important t
45. The system automatically sets the status to Completed from the Sending status Complex expression A search technique that enables customers and staff to search for a broader set of content This technique allows wildcard searching using an asterisk at the end of a word of partial word and a tilde before a word to perform a similar phrases search on that word only Word stemming and logical operators are also supported This technique is available on the RightNow Console and the customer portal See also Word stemming and Logical operators Computed field A column whose value is derived from calculations performed on database fields Computed fields can be added to output levels in custom reports Condition The part of a business rule that deter mines whether an answer contact incident chat session opportunity organization target or task matches a business rule Rules can contain multiple conditions Conditional formatting A method of highlight ing specific information in report columns that does not require creating data exceptions Conditional section A section of text in a doc ument that appears only to those contacts meeting certain criteria Conditional sections can also be placed in answers and tagged with specific answer access levels See Document and Access level conditional section Conference A feature in RightNow Chat that enables an agent to conference another agent into a chat session
46. W Elo wt ale a ie PROC IR dus West qui Qo tete aie E 65 Idenutyine content Holes oa Rove ETE ES Eb e reped eg os 85 Evaluating answers using service analytics ce eee eee 86 OVervIew OF ALS WEIS cas Ves 5 3 edere ab Bos Cac epu e a od ido eod v dd 86 AUS Wes EPO Si Joie cid aut AA dol eed astu eee esas 87 Stanidard answer WOrkspace ate cou ound ar ee eee eeu ee ERE RES 88 Contents 3 POG Wel DDO s os aah oa tede ps oe enon eee eee Ud ee 90 Gate iced RC m 92 DS POOR 1106 areae vdd RR ri eee he Bho a rete aoa ees 93 DEGEEDIDS Olay els E rie oe sh dba boe i cle ede a Mold e a abcr dts 96 WAAC Ne ANG Velour oon eerer es eee IEEE UNE EG e EE 96 AAE AWE E TETTE 98 Addins EDENTEDSSUE OL setotectanastecssndotachanee ares 101 Adde WANS Vets ced qd ecb Pac anter E 9 dara Praes nee aad 106 Adding file attachment answers 414554400 6e dise PPS ces 108 Associating products and CAtepotl S iex eon REE de tede ie rdg 111 E SEE 112 Adding answer eic TTE 115 Attache Hes tO ans Wels 534454 te ee edant icis und ee sees anew 116 Viewing the answer audit lOp ad uc ses acp agaaa a4 chee ee done da one is 117 Managing answer telatIoDs BIDS ooo sehe REM E ERERERER ERR ees La DIDO locii c DT 118 Wino Ody Teed AnS c aaeeea ere tae sheen wee netsteoe sa T21 Leaned SS aad ee thease Paar dub BECA RU EORR EUER CE 123 Inserting Ds PCO Kee anew ears hols hee sone eee Ree eae Ing a 125 facio quio TAO Ce PR 127 Inscs
47. a chat or transfer a chat to another agent Both the conference and transfer features can be useful if another agent is more knowledgeable in a particular area By default when you are finished chatting with a customer RightNow Chat creates an inci dent from a chat session which results in all correspondence being recorded to the knowledge base for resolution and reporting purposes Logging in to RightNow Chat Once RightNow Chat is enabled and your profile includes chat permissions you can log in as an agent from the Live Media Bar shown in Figure 88 The Live Media bar appears on the content pane regardless of which navigation list is selected or what is displayed on the content pane global 98 cfm RightNow CRM a aae A Home Communication Ce ive Media Bar Communication Center Ke 2 q g Notifications um 7 E 19 aaa a a Live Media Bar O Chat Agent Home Customize List Login Chat Logged Out RequestChat CancelRequest Connectivity Recent Items Quick Search Incident Search iv Reference Analytics 8J Contacts y Answers Incidents v 9 Dow Logged in as Edward Lang RY Online 100 wW O Figure 88 Live Media Bar on the RightNow Console RIGHT NOW 160 RightNow Chat Live Media bar The Live Media bat allows you to log in and log out of RightNow Chat In addition you can request and cancel cha
48. a generic service contract that has not been applied to any specific customer An SLA instance is a copy of the generic SLA applied to a specific customer SLA instances can be applied manually by staff members whose pro files grant them permission to work with SLAs or automatically through business rules in RightNow Service If you have read only permissions for contacts organizations and inci dents you will see View in the SLA Instance field instead of Add or Edit When you work on an incident for a customer who has an SLA you can credit that incident to the SLA If the customer does not have an SLA you must apply an SLA instance before you can credit the incident The following procedure describes how to apply an SLA instance when you are working on an incident Editing incident fields 27 To apply an SLA instance to a contact or organization 1 Right click the incident on the content pane and select Open gt Contact or Open gt Organi zation 2 Click Add if no SLAs have been applied to the customer or Edit in the SLA field to open the SLA Viewer window Any SLA instances that have already been applied to the cus tomet are displayed under SLA Instances Note If you select Open Contact and the contact is associated with an organization the SLA field contains See organization for SLA Details Return to the inci dents report on the content pane right click the incident and select Open Organization SLA Viewer S
49. a guide that will ask you questions before directing you to information to help solve the incident Refer to Finding answers using guided assistance on page 63 Note This button will not display until your RightNow adminis trator has enabled guided assistance and assigned you the proper permissions in your profile Propose Click this button to propose the incident as an answer Refer to Proposing answers on page 70 for information Note This button is not enabled until after you have saved an incident you are adding Offer Advisor This button is enabled when an offer is available Click the button to open the Offer Advisor window which allows you to present offers to the customer Refer to Presenting offers on page 215 New Opportunity Click this button to create an opportunity that provides informa tion about the incident to your sales department Refer to Creat ing opportunities from incidents on page 57 Appointment Click this button to add an appointment that is associated with the incident Links and Info Links Click this button to select a URL from the list of links added by your RightNow administrator Chapter 2 Incident fields 19 Table 1 Incident Ribbon Description Continued Group Button Desctiption Info Click this button to see details about the incident including when it was created and last updated the date when the initial response was due t
50. a link to an answer or the text of the answer in the incident thread or you can view an answer a To add a hyperlink to the answer in the incident click Add as Link b To add the text of the answer to the incident click Add as Text c To view the answer click View Adding incidents Incidents are generally submitted by customers from the Ask a Question page or through email As a result the majority of your time is probably spent editing incidents However RightNow Service does not automatically create incidents when customers contact you by phone mail or fax so you may find yourself adding incidents from time to time When you add an incident you create a record of both the customer s question and your response which can help your organization track resolution of the incident Tip You can add incidents to your knowledge base no matter what navigation list is active ot what kind of record you are working on lo add an incident 1 Click the Application button and select Incident Chapter 2 Adding incidents 69 AMD EG 090106 000004 global 92 cfm RightNow CRM x Home b K X m ic F Print ABC eG Offer Advisor Copy ov 3 T New Opportunity o 9 Save Save amp New Refresh Forward Spell Guided Propose 5 Links Info Close A Delete Check REEL Es Appointment Save Actions Proofing Related Activities Links and Info Incidents 9 090106 000004 4 b Incident Items A E Q Incidents e t Q
51. all actions taken on the answer and its siblings Refer to the RightNow User Manual Relationships The following actions can be performed on the Relationships tab Relate answers using RightNow Service s sibling answers Refer to Sibling answers on page 118 Manually relate a new or existing answer with the current answer Refer to Manually related answers on page 121 View edit print preview promote or block links automat ically related to the answer due to customer activity Refer to Learned links on page 123 RIGHT NOW 96 Answers Searching for answers When you click the Answers button on the navigation pane a list of reports is displayed in the navigation list Double clicking any answers report displays a list of the answers in the report on the content pane Besides selecting an answer from a report you can search for answers from a report or use Quick Search Refer to the RzghtNow User Manual for information about searching for records Managing answers Chapter 3 You can manage answers in your knowledge base by grouping similar answers using answer relationships Answers can be related using products and categories manually created rela tionships or learned links from customer activity on your customer portal Refer to Manag ing answer relationships on page 117 Although you may add many answers to your knowledge base as your organization provides new products and services
52. and the system and the date of each action Contact Displays the contact s information including name email address To print an archived incident login date created and date updated 1 Select the archived incident you want to print and click the Print button A new window opens and displays a basic text version of the incident 2 From the menu click File and select Print A print window opens where you can choose printer options RIGHT NOW 226 Incident Archiving Chapter 7 22 8 RightNow Wireless This chapter describes what customers see when they use a wireless application protocol device to access your customer support site In this chapter RightNow Wireless Contains an overview of how your customers can use a wireless application protocol device to find answers to their questions submit feedback access My Stuff and submit questions Refer to page 228 RIGHT NOW 228 RightNow Wireless RightNow Wireless Chapter 8 Customers can also access your support site using their WAP wireless application protocol device or any device with a WAP browser such as a personal digital assistant After entering the URL of the RightNow Service customer WAP site customers can access a limited Support Home page for viewing and searching for answers and asking questions The customer support site is accessed through the following URL httpr yo ur Site cCusthe lp com ogi bin your inte
53. attitude based on the words and language the customer uses when submitting a question in RightNow Ser vice SmartSense also rates the incident responses sent by agents The SmartSense ratings for both customer and agent appear wherever they have been placed on the workspace In RightNow Feedback SmartSense evaluates text questions submitted by customers in surveys Snippet Any text or part of a document that can be used in more than one document Snippets can be added to documents from the Content Library component Soft phone functions Standard telephone func tions such as receiving transferring and confer encing See CTI Solved One of the default incident status types and incident statuses An incident marked Solved has been resolved Solved count The method for determining where an answer will display in the list of answers The most useful answers those with the highest solved count are pushed to the top of the list while those with the lowest ratings are moved down on the list When a customer clicks one of the options in How well did this answer your question it directly affects the solved count The solved count is increased for answers that are viewed and decreased for answers viewed earlier in the same session The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customet s question Sort order tThe sort order of a reports output columns
54. base Staff members can classity answers and incidents by category and up to five additional levels of sub categories allowing more refined searching by customers and staff members See also Product Certificate A digital piece of information for email and Internet security that includes the name of the certification authority the holder of the cer tificate the certificate holder s public key the dates the certificate is valid the serial number and the digital signature of the certification authority Cer tificates are also referred to as public certificates Certificate revocation list A list of certificates that have been suspended or revoked before they have expired The certification authority maintains updates and publishes the certificate revocation list at regular intervals Certification authority A third party authorized to issue certificates and authenticate the identity of the holder of the certificate Channel The source of an incoming incident for example email Ask a Question chat session phone call fax or mail Channels are also used to indicate the source of information for incident notes on the accessibility interface and contact opportunity and organization notes Chart style A collection of display settings that can quickly be applied to charts used in reports Chart styles control most of the graphical configu ration of charts Chat agent status A method of tracking an agent s av
55. button if you want to identify a chan nel for the note 3 Click the Save and Close button to send the opportunity to the sales department When you have completed a response to an incident you are ready to send your reply to the customer Several options are available when you send a response including copying other recipients selecting encryption options and attaching files to the response The behavior for sending responses depends on the settings your RightNow administrator selected when creating the incident workspace for your profile The standard incident work space behaves in the following manner when you select response options e The Send on Save check box is cleared so you must select it if you want to automati cally send your response to the primary contact when you save the incident You might not want to select it until you have finalized your response so you do not send a response each time you save changes while you work on the incident Sending responses 59 If you want to send the response to other recipients click the slider bar on the left edge of the Messages tab to automatically select the Send on Save check box and display response options including additional recipients If a customer does not receive your response a Viewed Bounced Messages but Note ton appears on the Response header Refer to Viewing bounced messages on page 63 To send a response to the primary contact 1 Select the Sen
56. data mining and data reporting systems RightNow Pass Through Authentication Guide Contains procedures for integrating RightNow Service with an external customer validation source to allow your customers to automatically log in to RightNow Service from an external web page Contact your RightNow account manager to obtain this manual Tip For a comprehensive list of all RightNow documentation refer to http community rightnow com customer documentation RIGHT NOW 12 Introduction Chapter 1 I3 Incidents When you work with customers to solve their support issues you are instrumental in creating a positive impression of your organization As an agent you are often the customer s first point of contact and it is important to resolve their concerns quickly and efficiently the first time RightNow Service helps you do this by providing comprehensive accurate and up to date information about all aspects of the customer s communication with your organization Besides providing you with all encompassing information just when you need it RightNow Service gives you the tools to craft consistent accurate answers to customer questions It also allows you to propose incidents as answers present offers to customers and create opportu nities from incidents In this chapter e Overview of incidents Provides an overview of incidents reports the standard incident work space ribbon fields and record tabs Refer to p
57. defined for a spe cific type of sales quote Quote templates are used when generating a quote for an opportunity See also Quote Record pool The memory space used to tempo rarily store all records loaded in a single desktop workflow session Record tabs All the tabs associated with the open record on the content pane Each tab con tains fields and options for adding and updating record information Regular expression A combination of opera tors and character strings used to define a search field ot a condition statement in a business rule Reject One of the default opportunity statuses and status types A lead with the Reject status has been rejected by a staff member Related answers A feature that assists custom ers in finding answers to questions related to the current session history Related answers appear on the bottom of the Answer page and are sorted by relatedness those answers that appear at the top of the list are most related to the answer being viewed Relationship item A control used to create workspaces Relationship items can include lists of records as well as other information such as audit logs and file attachments Relative time The number of hours from a spe cific event or time such as two hours from the time an incident was created relative time is used in business rules and custom reports In standard reports relative time is the amount of time passed based on an organization s
58. highlighting purposes RightNow August 09 documentation RightNow Technologies offers manuals guides and documents to help you install adminis ter and use RightNow products including RightNow Service RightNow Marketing M RightNow Feedback and RightNow Sales Our documentation is written for users who have a working knowledge of their operating system and web browsers and are familiar with standard conventions such as using menus and commands to open save and close files RightNow Administrator Manual Contains procedures for configuring options com mon to RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales This manual addresses navigation sets staff management workspaces workflows agent scripting customizable menus and product linking business rules custom fields system con figuration communication configuration monetary configuration database administration the external suppression list multiple interfaces Outlook integration configuration CTI computer telephony integration configuration screen pops contact upload and add ins RightNow User Manual Contains procedures common to all staff members including customer service agents marketing personnel and sales representatives This manual addresses common functionality that applies across products plus contact and organization records tasks notifications CTI computer telephony integration Outlook integration shortcut keys
59. incident assignment may also change to your name if the incident was previously assigned to another staff member To sign and encrypt an incident response It is not possible to auto populate the Response field with your email signature without first clicking a link in RightNow Also all email signatures are appended to the thread in which you are responding to instead of to the bottom of the email as different staff members can be working on the same incident 1 Select the Send on Save check box to display response options Or Click the slider bar on the left side of the Messages tab to display response options 2 Select the Include Signature link to add your email signature to the text area Note If the Include Signature link does not display your RightNow Administrator has not set up your email signature information in your staff account Although we recommend that your email signature is set up through your staff account it is also possible that your RightNow administrator set it up using standard text Refer to Inserting standard text on page 43 Contact your RightNow adminis trator for more information 3 Select the Sign check box Note You cannot select the Sign check box if the RightNow Service mailbox does not have a certificate that allows sending encrypted email Nor can you select an encryption option if the contact you are responding to does not have a certifi cate that allows receiving encrypted email If you se
60. mailing list or from all lists most often communicated by email or web form Also called Unsubscribe Organization Any company business unit of a large company ot government agency that has an otganization record in the knowledge base Organization address type A way of storing multiple addresses for a single organization The default organization address types are Shipping and Billing and custom address types can be added Organization association A feature for associ ating a contact with a specific organization Orga nization association links the incident and opportunity history of the contact and organiza tion Organization custom field A field for gather ing and displaying additional information about organizations Organization custom fields appear when adding or editing an organization Organization hierarchy A feature for creating or changing the hierarchy of organizations A hier atchy can be created by making one or more orga nizations subordinate to another organization Twelve hierarchy levels can be used Outer join A relational database operation that selects rows from two tables regardless of whether the specified columns contain corresponding val ues An outer join will return all rows from the pri mary table and any rows from the secondary table where the value in the specified column of the pri mary table is equal to the value in the specified col umn of the secondary table See also
61. my voicemail outside of my home calling area 10 14 2005 10 a 2 051002 000006 Do you have a plan with unlimited minutes 10 08 2005 1 Figure 136 Results from an Archived Incidents Search RIGHT NOW 224 Incident Archiving Viewing archived incidents Once your search results are displayed you can view the details of each incident including the incident thread details audit log and contact information Note RightNow workspaces do not apply to archived incidents Therefore the layout of archived incidents and the location of certain fields will be different from the way incidents normally display on the RightNow Console To view incident information 1 Double click an archived incident Or Select an archived incident and click the View Incident button Archived Incidents Records Found 2 Subject 1 051001 000006 How do access my voicemail outside of my home calling area oes 051002 000006 Do you have a plan with unlimited minutes Reference Closed 10 14 2005 10 08 2005 2 T e Record Reference Messages Details ll Time li Audit Log Organization Contact il SLA Instance l dic 051002 000006 i i tab S Status E Solved Solved Incident Assi Account Chad Hubbel Product Level 1 Voicemail Services Category Level 1 Troubleshooting Disposition Level 1 Routed to Sales Change of Address sidebat Chapter 7 Subject Do you have a plan with unlimit
62. options for working in the RightNow application including access to other areas of the product and shortcuts to adding records and items in RightNow The application menu also provides access to options for changing personal settings and password and customizing the content pane and navigation pane display Staff members can also exit their RightNow application from this menu Ask a Question A link on the Support Home page that customers can click to submit a question when they cannot find an answer in the knowledge base This component of RightNow Service is restricted and requires a customer account See Customer account AT command A Windows command used to schedule when processes including utilities are automatically run Audience All of the contacts belonging to the lists and segments associated with a mailing or sur vey See also Contact list and Segment Audit log A list of all the actions taken on a record or item in the knowledge base including who performed the action what the action was and when the action was taken Auto filter A control added to report columns used to filter report data by values in the columns Automatic call distribution ACD A tele phone switch that routes incoming telephone calls assigning them to individual extensions based on the dialed number and a set of handling rules Automatic number identification ANI A setvice that identifies the telephone number of the calle
63. question How well did this answer your ques tion This feedback can be extremely valuable for understanding customer needs and updating your answers accordingly When a customer submits comments or suggestions from the feedback form an unresolved incident 1s automatically created Note In some instances customer feedback can be incorporated directly into an exist ing answer in other cases new answers may need to be created Reviewing answers Over time the content of your answers can become outdated Consequently reviewing answets should become a central part of maintaining your knowledge base to ensure that the content is current relevant and useful You may want to review answers at set intervals such as evety six months or review answers in conjunction with new product releases ot upgrades If you have a group of answers for a particular product or service you may want to review the answers in bulk This can help you develop and prepare information in advance By using custom fields custom answer statuses and answer access levels you can easily sort and work on answers in different stages of editing For example your RightNow administra tor may have created a private answer status called Manager Review for newly crafted answers that will require manager approval before being published When editing an answer you can set a specific date to review a particular answer On the review date the status of the answer will change
64. refer to page 36 To add or edit contact information refer to page 45 To track the time you spend editing the incident refer to page 49 To add or edit tasks associated with the incident or its contact refer to page 51 To add or edit organization information refer to page 52 To present an offer to a customer who is eligible for one refer to page 55 To create an opportunity for the sales department to follow up refer to page 57 e Send a response to the customer Refer to page 58 Editing incident fields 25 You can save the incident at any stage of the process and either continue editing or close the incident and return later to complete it Important When you save an incident it is evaluated by the rules engine Your RightNow administrator may have added business rules to simplify and automate your wotk For example rules can change incident fields apply an SLA instance add suggested answers to your response and take many other actions automatically If you save an incident without closing it and the incident matches one or more rules it is possible that the incident will be automatically modified by the rules engine If you notice that changes have been made to the incident you may want to check with your RightNow administrator to verity that they are the result of rule actions Editing incident fields The fields you see when adding or editing an incident are defined in a workspace that is assigned to you
65. shown in Figure 45 on page 89 These fields are used to specify the answer summary status language access level and the staff member assigned to the answer Some of the fields are required You must complete any field marked with a red label and asterisk before you can save the answer Refer to Table 11 for a description of the answer information Important The answer fields that display will vary depending on the permissions set in your profile Table 11 Key Answer Fields Description Field Description Summary Type the subject of the answer in this field Status Click this drop down menu to select an answer status To publish the answer select the Public status Language Click this drop down menu to select a language Assigned Click this drop down menu to select a staff member to assign to the answer Only staff members who have permission in their pro file to create answers are listed By default the staff member who created the answer is selected Note Use the Find feature at the bottom of the Assigned drop down menu to locate staff members quickly Access Level Chapter 3 Click this drop down menu to select an access level For informa tion about associating multiple access levels to an answer refer to Associating answers with multiple access levels on page 134 Answer record tabs 93 Answer record tabs Record tabs contain fields and options for adding additional information to answers Th
66. that all selected categories are linked to at least one selected product If you select one or more categories that are not linked to the prod ucts you selected a message will list the categories that are not linked to any of the selected products Print Click this button to print the answer Refer to the RzghtNow User Manual Copy Click this button to copy the answer Refer to the RzghtNow User Manual Delete Click this button to delete the answer Refer to Deleting answers on page 153 Caution Deleting an answer affects all relationships associated with the answer Proofing Spell Check Click this button to check the spelling of any answer fields that have spell check enabled Note Text on the answet s Content tab is automatically checked for correct spelling For information refer to the RzghtNow User Manual Links and Info Links Click this button to select a URL from the list of links added by your RightNow administrator Info Mouse over this button to see details about the answer including when it was created and last updated the staff member who last edited it and the date of the last answer update notification If the answer is in a rules state or has an escalation level that information also appears RIGHT NOW 92 Answers Key answer fields When you work on an answer the top of the content pane contains key answer fields and the bottom contains the record tabs as
67. the answet To add an HTML answer in design mode 1 Click the Application button and select Answet Chapter 3 Adding answers 103 Gs D B KE New Answer global_98_cfm RightNow CRM x b 9 AH Oe 2s Bo ya I ee A ey o Save Save amp New Refresh Preview Check Validate pi Spell Links Info Links Category Links JX Delete Check Actions Proofing Links and Info 4b Answers Items E 3 32 Hot Answers l Summary Status Private ha Language English US v Assigned Customer service y Access Level Everyone iv w Faith Carson Content Products Categories Tasks 0 Keywords Customize List Recent Items Quick Search Contact Quick Search Answer Type HTML URL File Attachment Last Name Question Answer Quick Preview First Name U3 FP d X gls AEs ES m SB lt br gt Normal 7 Times New Roman m i2pt am A V BzwAZ2x Answer Actions e Insert Answer Link i Conditional Section Email Customize List Search bs KnowledgeBase Ba Smart Merge HTML a Hyperlink Cc Image Horizontal Rule E Table Field Set Button Insert Symbol Manage Anchors Ir Dunn ZJ Source smana Logged in as Faith Carson Editing 2 objects 1 modified Fjonline 100 2 Figure 46 HTML Answer in Design Mode 2 Type a one line summary in the Summary text box This field will disp
68. to customers Are the answer sections within the answer visible as you intended If the answer to any of these questions is no make the appropriate changes and check again to see if the answer appears If you are unsure of the answer to any of the above questions contact your RightNow administrator Tip You can preview an answer to view it as customers will see it on the customer portal Refer to Previewing answers on page 147 Organizing answers Through click track analysis and feedback on answers your answers are automatically orga nized Answer rankings are constantly updated using the solved count value and presented to your customers with the most useful information first RightNow Service uses three tech niques to gather useful information about answers Explicit customer feedback By default the Answer page offers customers a way to rate answers through the How well did this answer your question option Their responses automatically raise or lower the solved count of answers Explicit ranking of the answers You can explicitly rank answers at certain levels in the knowledge base using the Display Position setting This is often useful when new issues arise Click track analysis RightNow Service analyzes the path each customer takes through the knowledge base The use and benefits are two fold gt Answer relatedness An affinity map is built which relates answers that custom ers view to oth
69. to the incident Edit task information Copy delete print and forward a task and mark a task complete Organiz ation You can perform the following actions on the Organization tab Refer to Adding organizations on page 52 e View the organization s name and ID and edit address login pass word state and custom fields View add and edit incidents associated with the organization View add and edit contacts associated with the organization Session The Session tab lets you view the actions the customer took before submit ting the incident Refer to Viewing the Session tab on page 54 Attachments The Attachments tab allows you to attach files to the incident For informa tion about attaching files to a record refer to the RzebzNow User Manual Audit Log Chapter 2 The Audit Log tab lets you view a history of all actions taken on the incident by staff membets as well as any changes that were made automatically by RightNow Service through configuration settings and business rules For information about the audit log refer to the RzghtNow User Manual Working with incidents 23 Working with incidents When a customer submits a question RightNow Service automatically creates an incident that contains the subject customer s question and contact fields You can complete an inci dent response in a single editing session or you might find it useful to work on one part of the respon
70. to use and added the Guided Assistance control to the incident workspace you use The Guided Assistance window shown in Figure 33 contains buttons across the top of the window Guided Assistance Expand Navigator 88 Search for a Guide 5 Select a Guide C Add Text to Thread Do you see the model number when you open the phone s flip top cover Figure 33 Guided Assistance Window Controls Table 9 describes the buttons on the Guided Assistance window Table 9 Buttons on the Guided Assistance Window Button Description Select this check box to open a panel on the left that displays all the branches used in the guide Click this button after selecting a question or response on the left panel the contents of that question or response are displayed on the right panel Click this button to search for a guide Refer to To use guided assistance on page 65 Select a Guide Click this button to select a guide Refer to To use guided assis tance on page 65 Chapter 2 Finding answers using guided assistance 65 Table 9 Buttons on the Guided Assistance Window Continued Button Description Click this button to add the text of the current question and C Add Text to Thread response to the incident thread To use guided assistance 1 Open the incident for which you want to use guided assistance 2 To select a guide from a list click the Guided Assistance
71. type their answer to a question Theme A group of related text responses to a sutvey question Themes ate created by topic mon itoring and identified by common keywords See also Topic monitoring Thin client The non graphical interface in RightNow Setvice See Accessibility interface Third party screen pop A feature in RightNow that allows staff members to open a RightNow Console or report from a third party application Time billed A way to track the time spent responding to incidents Data from the Time Billed field can be used for customer billing and determining average incident resolution time Topic monitoring A process that groups survey text responses into clusters of related responses called themes and labels each theme with key words that define the responses See also Data mining and Themes Topic word A word that is associated with an answer ot document The associated answer or document will always be displayed to customers when the topic word is included in their search text 26 7 Tracked link A link that can be tracked by RightNow Marketing and reported on for statisti cal purposes Tracked link category aAn option for classify ing tracked links for reporting purposes A tracked link category can have one sub category level Transactional mailing A mailing that is sent only when an event occurs Transactional mailings are sent to a contact when the contact meets speci fied
72. with a customer Conferencing is also available in CTI allowing multiple agents to talk with a customer Configuration Editor tThe editor for customiz ing configuration settings Configuration settings All of the settings accessed from the Configuration Editor to config ute and customize a RightNow interface Configuration Wizard An interactive utility for customizing and configuring RightNow Configu ration categories include Outgoing Email Support Home Answers Ask a Question My Stuff Secu rity Incidents Agedatabase Utility and SmartAs sistant Response Contact Any individual with a contact record in the knowledge base Contact records can be added by staff members and by customers when submit ting a question Contact custom field A field for gathering and displaying additional information about contacts Contact custom fields appear when adding or edit ing a contact record and on the My Stuff page Contact list A static or fixed group of contacts that is used to choose the contacts who receive a broadcast mailing or survey Contacts can be added to lists Contact role An option for classifying contacts by their roles in opportunities Contact type An option for classifying contacts by types such as job positions or decision making roles Contact Upload An interactive utility used for importing contact records into the RightNow data base Contact upload template A saved format us
73. you terminate a chat session you are prompted to save the chat as an inci dent for tracking and reporting purposes If you choose to create an incident it will be assigned to you with a status and status type set by your RightNow administrator The dialog from the chat session will be inserted as a response thread For information about creating incidents refer to Adding incidents on page 68 RIGHT NOW 188 RightNow Chat To create an incident from a chat session 1 When the customer ends the chat session a message asks if you want to create an incident from the chat session Click the Yes button to open the incident on the content pane and automatically enter wrap up mode Tip Wrap up mode allows you to do any post chat tasks before automatically receiv ing the next chat request For instance wrap up mode gives you time to send an email write notes confer with another agent or research more about a chat ses sion By default forty five seconds are available for wrap up but this can be configured by your RightNow administrator If you click the Wrap up button on the ribbon while a chat is in progress the chat session will be terminated and you will be asked if you want to create an incident gt DH E G 090310 000004 global 95 cfm RightNow CRM x Home b C x ic F Print v Offer Advisor n ue NS j Copy 5 New Opportunity o o Save Save amp New Refresh Forward Spell Propose Links Info
74. 006 12 04 AM Updated Roaming charges 02 05 2007 11 15 PM Updated Analytics What s my account balance 03 16 2007 03 09 AM Updated Where can I buy a car charger for my Mundo 03 20 2007 03 54 AM Updated LE contacta Where can I buy a car charger for my Mundo 03 21 2007 04 01 4M Updated y Answers Incidents smana Logged in as Faith Carson 19 Records fonline 100 0a Figure 1 My Inbox Report The incident information displayed on the content pane depends on the incidents report you opened and which fields were defined when the report was created The My Inbox report for example displays the incident s subject the due date and its status The Home tab on the rib bon allows you to add an incident open copy delete print forward assign and propose incidents send email to an incident s contact search for an incident refresh the report or reset the search criteria It also provides data analysis options and options for working with the report Additional tabs on the report ribbon include options for controlling display and page setup Note You can right click any incident and select the same functions that are available on the incidents report ribbon RIGHT NOW 16 Incidents Standard workspace for incidents RightNow Service provides a standard workspace for working with incidents The workspace defines which fields are available which buttons are displayed on the ribbon and how the information is orga
75. 3 Table 3 Incident Fields Description Field Description Subject Type a subject for the incident in this field If the customer origi nated the incident this field contains the customer s summary of the question which you can edit if necessary for example to make the question more specific Reference The incidents reference number is a read only field with a value assigned by RightNow Service Status Click this drop down menu and select an incident status The options include Solved Unresolved Updated and Waiting as well as any custom incident statuses added by your RightNow adminis trator Refer to Understanding incident statuses on page 25 RIGHT NOW 30 Incidents Field Assigned Table 3 Incident Fields Description Continued Description Click this drop down menu and select a staff member to assign the incident to On the standard incident workspace this field contains your name by default Refer to Reassigning and re queuing inci dents on page 73 Note Use the Find feature at the bottom of the Assigned drop down menu to locate staff members quickly Disposition Click this drop down menu and select a disposition that indicates the resolution of the incident There may be multiple levels of dis positions for you to select Contact Click the Search button to the right of the Contact field to search for a contact to add to the incident for search procedures refe
76. 6 Editing an Answer 2 To change the answer type select the radio button next to the answer type Refer to Add ing answers on page 98 3 Edit the answer fields as described in Table 11 on page 92 4 To search the answer for a word or phrase to replace click the Find Text button on the HTML toolbar The Find and Replace window opens You can search for a word or phrase using case sensitive or whole word only search criteria RIGHT NOW 146 Answers 5 Edit the fields on each of the answer record tabs as described in Table 12 on page 94 6 To notify answer subscribers of the change click the Details tab and then click the Notify Subscribers drop down menu and select from the following options Do Not Notify This Hour End of Today End of this Week End of this Month 7 Click the Save and Close button to save your changes and close the answer o edit a related answer 1 Right click the answer on the content pane and select Open 2 Click the Relationships tab Content Products Categories Tasks 0 Details Attachments Audit Lop Relationships Siblings Answers s Add open Print Assign x Remove LQ Preview g Options Answer ID Summary Language Status Assigned Date Updated Action 1575 How do I place a call when my phone is roaming English LIS Public Mo Value 10 02 2007 09 42 AM Open Manually Related Answers Add P Open Print x Remove IQ Preview 3 Options Answer ID Summa
77. 6 0 240 0 6 5 5 00 100 0 06 29 2009 03 ve Total Maximum 2 1 1 Offs Offs J 0 X J 0 566 J 240 6 X 5 S5 Jj 0U 0 100 D Analytics mx Contacts Cumulative 5 Snapshot Avg Message Cumulative Cumulative Cumulative Opportunities Snapshot Available Response Engaged Chats Avg Chats Last Recorded Agent Snapshot Agent Status Active Chats Chats Time secs Time secs Completed Per Hour Data Update E 8j Londa Edward Lang Available Unrestricted 1 0 123 5671 3 0 8 06 29 2009 03 22 Tasks Faith Carson Unavailable Unqualified 0 0 0 0 0 0 0 06 29 2009 03 22 a Total Average 1 0 61 5671 3 bd Incidents U Campaigns Q Mailings Chat ID State Chat Time Total Time Lead Agent Customer Question Queue RightNow Live Default Queue 1 item 798 Active Oh 19m 36s Oh 20m 7s Edward Lang John Doe 1 1 h E 3 u n J t E J B a 3 i au le le 2d A Danavde Ba aniina annem N 1 fan Figure 112 Chat Supervisor Home Dashboard The following reports display on the Chat Supervisor Home dashboard Chat Queue Statistics Shows the service statistics for each chat queue Chat Agent Statistics Shows the service statistics for each chat agent e Chat Supervisor Queue Snapshot Shows all current chat engagements which includes customers who are waiting to chat with agents From this report you can mon itor chats Refer to Monito
78. 9 Answer Reference Tag Window Description Field Description Answer ID Type the answer ID of the answer you want to link to Contents Type the text you want to appear to customers Note If this field 1s left blank Answer Link will display to custom ers Title Type the text you want to appear to customers when they mouse over the link title Target Type the target location where you want the contents of the link to display Note If you want the answer to open in the current window leave this field blank If you want the answer to open in a new window type open window Anchor Type the anchor in this field to link to a specific location in a long string of text in an answer This allows the customer to link to the exact location For information about adding an anchor to the answer you want to link to refer to Managing anchors on page 134 4 Click the OK button to insert the answer link at the cursor position in the current answet Note Answers containing links to other answers will not display the link as active on the Find Answers page on the customer portal but the link will be active when the individual answer is displayed RIGHT NOW 134 Answers Managing anchors When you insert an answer link you may also need to insert an anchor in the answer you are linking to if you want the answer link to open to a specific location within the answer For example you may have an answer that contains
79. Answer Type HTML URL File Attachment Question Answer Quick Preview Ba Sg Normal a Times New Roman Toolbox n Answer Actio A BIU A 2 2 i a We offer several phones with text messaging available Insert Answer Link Conditional Section Search Baj KnowledgeBase rw Smart Merge Forbindelse FN 846 lt Design J Source Figure 70 Conditional Section Text Box Important When conditioning a section of an answer with an access level not associated with the answer the section will never be visible to customers 6 Type the information in the Conditional Section text box 7 Click the Save button to save the answer with the conditional section To modity conditional sections 1 To edit the text of a conditional section click the conditional section and type your text in the Access Level Conditional text box 2 To nest a conditional section in the current conditional section click inside the answer sec tion and then click the Conditional Section button on the Toolbox Refer to Inserting conditional sections on page 136 3 To change the access level of a conditional section double click the conditional section to open the Access Levels window and select the access level or multiple access levels a Click the OK button to assign the selected access levels and close the Access Levels window RIGHT NOW 138 Answers 4 Click the Save and Clos
80. BESs soos kae was our ee ed E IEEE noee en sence ees 23 Ebo your Malis aeo enon sci deca whee ie nes CR Soe a 23 Dea NE Or CENS ood oor wies EF aPREdEFOd E T 24 Overview Jor editing Incidents duced eeg joarettdvn i shaw adr bans 24 Edine acident Held Seere eade mchd bod eorr ta de HIER S Pared 25 Understanding incident statuses oa pre ad dore S rtt eto acon 25 Uode aadis Beare ee ee ee ee ee E 26 I cuius key acident Delia cs edges d enue thee see sabes p 29 Adding incident information on the Details tab 31 APO e bebop a o9 es EE N RUE 32 Adding content to the response ss asin cas iesieta ttai Ea Pe dr aoe 36 Adding SmartAssistant suggested answefs 0 0 ee eee 36 Searching the knowledge bases asse 2 ec renta ena eco da es 39 Mise ine sranidard tE S aeuo ee arab iura ed ur dre a RE QUU sane ess 43 Adding and editing contact information epe da ebore Re PERS 45 Bliss YOUR WING PCT m 49 Modifying tme billed entie erari tee see chaser du corn ae 51 Patric PPNCTT C r m 51 Addie Orcan zao 0 lc Mer bus art near a ar ene a eee eO Eg MER 52 RIGHT NOW 2 Contents Wiewine the SesslO0 DA Dos r R Pn Hv RU AP UA bed eee 54 JAttacbimo TINCS COC IGISIIGS aed ce lity ania aot eb o e bine 54 Presentino OLFCES TO CUStOMIE S dcbet teas ea ares ed pega etme as 55 Creating opportunities from incidents uud clo hs Wr hw ect por itat va qe Bt Sending S6SDODSeSo ads dus dt ied hee e E RE E uS Ere ds 58 Vi
81. Chapter 4 RightNow Chat Live Media Bar O Customer i x al tab changes Logout Chat Available RequestChat CancelRequest Connectivity J Chat Agent Home John aN E E E AN E N asp N aO E EEE E ANE A ate S xm fe IEEE to green sionifying it is your turn First Name Contact John Doe to respond Last Name Date Requested 06 29 2009 02 55 PM Email jdoeexample com Interface global Question Queue RightNow Live Default Queue Incidents Hi my name is Ed Lang How may help you 02 55 50 PM 00 00 00 John Doe says 02 56 06 PM 00 00 16 Im looking for warranty information for your A90 phone Customer asks a question Duration 00 00 48 Compose 4 SmartAssistant Q Search Knowledgebase Standard Text Private Render as HTML Leave as plain text Figure 93 Chatting with a Customer After the customer asks a question it displays in the Transcript section and the customer tab at the top of the chat section changes from gray to green notifying you that it is your turn to respond By default the customer tab will change from green to yellow when a customer has been waiting for a response for thirty seconds When the tab changes to red it signifies that a customer has been waiting for a response for sixty seconds The timing of the changes in tab color can be configured by your RightNow administrator When you are chatting with multiple customers multiple cu
82. Close A Delete Check Es Appointment Save Actions Proofing Related Activities Links and Info Communication Center Live Media Bar Communication Center Items 54 il E F3 amp Notifications d Cha Home Logout Chat Available RequestChat Cancel Request Connectivity Customize List 3 Chat Agent Home John Doe 822 e 090310 000004 4b Recent Items E _ Hohn Doe 821 Subject Chat Session Reference tt 090310 000004 Contact John Doe Q Quick Search TEER PESA Status Unresolved iv Organization Name ncident Searc Reference Assigned lee v Product No Value v Disposition No Val m Category No Val m Novate Novate Customize List Contacts Time Billed 0 Tasks 0 Session 0 end On Save E SmartAssistant QQ Search Knowledgebase Standard Text A Undock add X View All m Sort Date Descending iv Hi my name is Ed Lang How may help you John Doe How do place a call when my screen displays roaming Ed Lang believe the following answer from our knowledge base will help you Ed Lang Answer Link http alobal 35 cfm ga lan cai bin global cfa php enduser std adp php p faqid 473 a Home Analytics Contacts e9s59msS amp Ed Lang No problem have a great day John Doe disconnected Concluded by Agent Logged in as Edward Lang Editing 2 objects 1 modified RJ online 100 2 Figure 111 Incide
83. Cloud Monitor to navigation sets 0 0 0 eee eee eee 198 Adding Cloud Monitor permissions to profiles 004 200 Chapter 6 Chapter 7 Chapter 8 Weonitomm othe Soca Cloud a iced oot be REFUS E LPSqE P PPP de Dede the Soc IoU atest aan Sud ard 9 dr bue epe ebd da edu lpnorine poste Aseara Tec Soo cared ers uri oes soe ira ober o xn d Res DOR 1 POS arani deat se aaa iPod Peta du ica acie eade incidents ON DOS eesin Eod Eam etus eie A Opening Oier AdVISOR Luca coeur eredi dure qoid due RR idco E oa Promotions Found aaa Incident Archiving occu dont aud obs awa ob bI eau dad wee hous wee Accessing arc ved JUEIdODES 4e enu cu hiwtastentecenteetataveeesan Toolbaf uuu aceto Ssn rc a deh TR Ee de gx ae ha he y c y ee Oe Sd Searching for archived incidents acea pues acd rere ema oer der e Viewing Cate DIVCONIBICIOIEB S deu ere ap pied are m onload aa Contents 5 201 202 204 205 206 209 210 210 211 213 213 214 215 219 220 221 227 224 220 228 22 229 231 231 233 233 235 237 271 RIGHT NOW 6 Contents About this manual 7 1 Introduction RightNow s industry leading customer service and support solution delivers high value con sistent customer experiences across multiple customer service channels Using RightNow Service you can provide your customers with fast and accurate answers from phone email web and chat requests RightN
84. D This column displays the ID assigned to the answet Summary This column displays a summary of the answer content The sum mary is the answer s subject Language This column displays the language of the answer Status This column displays the status of the answer Assigned This column displays the name of the staff member assigned to the answet Date Updated This column displays the date the answer was last updated Action This column displays a link for opening the sibling answer Note Right click the Open link to display Print Remove and Pre view functionality To move an answer to a sibling set 1 Click the Add button select Add Existing search for the answer you want to add and select it The Move Siblings window opens Chapter 3 Managing answer relationships 121 Move Siblings You are attempting to move Answer 672 to a sibling set Would you like to Move Answer 672 to Answer 545 s sibling set Move Answer 545 to Answer 672 s sibling set Figure 57 Move Siblings Window 2 Select the appropriate radio button 3 Click the OK button To remove an answer from a sibling set 1 Select the answer that you want to remove from the sibling set 2 Click the Remove button The Move Answer window opens Move Answer You are attempting to remove this answer from this sibling set Would you like to Move this answer to a new sibling set Move this answer to an existing sibling set
85. Feedback track bounced emails See also Email management Broadcast mailing A mailing sent to one or more contact lists or segments Broadcast mailings can be sent at a scheduled time and used in a cam paign See also Contact list and Segment Broadcast survey A survey sent as a broadcast mailing in which the message audience and mail ing options are defined in the survey Bulkdel A utility for deleting several incidents at once Business rules A component in RightNow for defining processes to automate workflow notifica tion and escalation Business rules can automati cally route incidents opportunities and chat sessions send email and marketing messages esca late answets incidents opportunities and tasks update records assigns SLAs and create Offer Advisot targets Cached data Report data that has been tempo rarily stored in the database for quicker report gen eration This data is cached nightly by the Agedatabase utility and can be purged regularly Campaign A multiple step marketing process based on business logic Campaigns can contain any number of actions and decisions and move contacts through a series of steps when specified criteria have been met Canceled A mailing and survey status that indi cates a mailing or survey has been manually can celed before being completed Category An option for grouping answers and incidents that allows more precise organization in the knowledge
86. Forward Spell Links Info 9 Delete Check X Editor Actions Proofing Links and Info Summary Attachments Audit Log Name Opportunity Assigned a Faith Carson Organization Status Not Started Contact PPEP P Percent Complete S Incident Priority No Value Answer Name not specified Due Date No Value Campaign Planned Completion No Value Mailing Completed No Value Survey ppo pxex Task Type Document Notes Logged in as Faith Carson Editing 4 objects 1 modified RJ Online 100 Figure 54 Adding a Task to an Answer Chapter 3 Adding answer details 115 4 Iype the task name in the Name field 5 To enter additional task information complete the fields or select a menu option For detailed information about adding and editing tasks refer to the RzghtNow User Manual 6 Click the OK button Adding answer details The Details tab contains information associated with the selected answer You can control the display position on the customer portal notify subscribers of changes to the answer and define the review and publish dates for the answer Table 17 describes the fields on the Details tab Field Display Position Table 17 Answer Details Tab Description Description Click this drop down menu to determine the answer s display posi tion on the customer portal Historical Usefulness Select this option to use customer feedback to adjust
87. HDe a ae odio V dS EAE ERE Md E PM 128 T serume answer RS isses e erat hetnontaeteseutey shee eur ees 152 Mana ine anc DOT eoiedesdoen oe eR esate ste dd edad Sees dad 134 Associating answers with multiple access levels 134 Insettibe conditional sections a esse 1 9 909 Oe queer at ddr RISE 136 IMICEBIDO QIISVUOEY aosan s dr dee didis etuer end Edd E EE A 138 Merging answers using Smart Merge eo seat newt red rarae aei 138 Appendine ans WOE COM CC aucem ade E atthet don wee ache e d a 143 Editing answers and related answers 2 eee e seen eee 145 E ciae multiple dH WOES aaro ug dapes acier hears sno ei de 147 Inserting variables in answers a uuu sewn roses e oed o eee uri vedas 147 PECViC VINO ANG tS ese et ddp ES Ne RV RN e LR ees eee 147 Waid ads Wer IDEE sssrreri ERRARE ererek eed idet ei 149 Pe ag WOES oo P Pbacieosieun dua dees ee iniu Id Ro t a ut 132 JOP IC i P C 152 RIGHT NOW 4 Contents Beea ANS WEls int a repe tS ones Mea oed ee a etate ae qnis te id 153 Chapter 4 EiphtNOw GCDAtccedhbsisetiex vua oda ed eeu decentes eee 155 Adding chat reports to navigation Sets 14 oae ba ibd ie tala ae 156 RichtNow Chat fot Acei 22V diera ber thee eee Re e eae Ma 159 Loeeine im to quent NOW Chaenusa actus Heese Gene tou awe d aros 159 DivedVedian DAE sala asia ic Rena ahd ae en Bs xd ea lle Baie uid 160 Chance chat oDEHOBS uad se Dee aO qb a tos dod etr leen 162 Chat Sessions workspace Overvi
88. Inner join 299 Output definition A description of a report that can be viewed when generating a report or when mousing ovet the report title and columns Output definitions are predefined for all standard reports and can be defined when creating a custom report Output level A distinct section of a report that outputs report data Reports can have multiple output levels each of which can have their own fil ters groupings data exceptions headers footers and descriptions Output levels in a report are related through drill down links and drill down fil ters Page A web page a customer portal page in a RightNow Service application Path The connector between items in a cam paign flow diagram A path can be one of four types Standard Submit Yes or No and can con nect two actions or an action and decision in cam paigns See also Action and Decision Personal settings An option in RightNow that allows staff members to change settings in their staff account and certain settings that apply to the interface defaults in RightNow Settings defined in staff accounts that can be changed include default cutrency default country time zone and email notifications The staff account settings changed from the Personal Settings option will also be made to the corresponding settings in the staff account Pipeline Calculated revenue that has not yet been acquired but is forecasted to close in a speci fied time pe
89. LA Instances Add SL Instance Name Active Date Expire Date Self Service Totallncidents Action Details Response Requirements Name Interface global v Active Date Pene llus Expire Date esolution Time Response Intervals Chat Incidents Day Start Time End Time CSR Incidents Email Incidents Self Service Incidents Total Incidents Self Service Access Levels Unspecified v Holidays Name Figure 5 Viewing SLAs 3 Click Add SLA Instance to open the Add New SLA Instance window RIGHT NOW 28 Chapter 2 Incidents Add New SLA Instance Name Prepay premiere Active Date H April 2008 Mon Tue Wed Thu Fri Figure 6 Adding an SLA Instance 4 Click the Name drop down menu and select an SLA 5 Select an active date by clicking a day on the current month s calendar or to change the month click the right or left arrow in the month heading Today s date is selected by default 6 Click the OK button to apply the SLA instance to the customer The Add New SLA Instance window closes and the SLA instance is added 7 Click the OK button to close the SLA Viewer window Once an SLA instance has been applied to the customer you can credit incidents submitted by that customer against the SLA instance as long as the incident occurs within the active date period To credit an incident to an SLA instance 1 Right cl
90. Monitor for Twitter Cloud Monitor for YouTube POWERED BY Cloud Monitor for Twitter Post URL Smart Sense Post Date User Credentials Search Result There are no items to show in this view Record Count 0 fMjOnline 100 D twitter Logged in as Barbara Runge 0 Records Figure 122 Cloud Monitor Search Dashboard with Active Report Ribbon Tabs 4 Click the report Home tab to display the Cloud Monitor controls Searching the social cloud 203 Report 35 Home Display Page Setup C x Print J Delete Respond Q Q Ae AL Sort o Copy Forward Incidefit Ignore Result C l Rollups Assign rill Inbox Create Incideny ee 2i Bil slice M Report Record Data Set Analyze Cloud Monitor Cloud Monitor Search Figure 123 Report Home Tab with Cloud Monitor Controls 5 Click the Cloud Monitor Search button The Cloud Monitor Search window opens Cloud Monitor Search Cloud Search Parameters Search Text Cloud Sources Twitter YouTube Figure 124 Searching the Social Cloud 6 Type the text you want to search the social cloud for such as your organization name or a product name 7 If you do not want to search all available social cloud sources clear the check box next to the source name you do not want to search 8 Click the Search button Search results for each source are displayed on separate content pane tabs Note Depending on your search terms
91. Mundo MD 6000 information No Open Figure 60 Learned Links Section The Learned Links section of the Relationships tab consists of a toolbar and a list of learned link answers The toolbar is located above the learned links answer list Table 22 describes the buttons on the Learned Links section toolbar Table 22 Learned Links Section Toolbar Description Button Description Click this button to open the selected answet RIGHT NOW 124 Chapter 3 Answers Button Print Table 22 Learned Links Section Toolbar Description Continued Description Click this button to print the selected answer d zd Assign Click this button to assign the selected learned link to a staff mem bet Note You can assign the learned link to a staff member only if you have the permission set in your profile Preview D Click this button to preview the selected answer Promote Click this button to promote the learned link to a manually related answer The answer is added to the Manually Related list d i Block Linblack Click this button to block the answer from appearing in the Related Answers section on the customer portal To block more than one answer press Ctrl while selecting each answer Note Click this button again to allow a blocked answer to appear in the Related Answers section on the customer portal l a Options Click this button to display a drop down menu of analytics opti
92. New Select this option to add a task Add Existing Select this option to search for a task to add to the answer For information about adding existing tasks refer to the RzghtNow User Manual lm Open Click this button to open or edit the selected task Note If you have read only access to tasks you can open the selected task but all options to edit the task will be disabled J Copy Click this button to copy the selected task 3 Delete Click this button to delete the selected task Print Click this button to print the selected task es Forward j E Click this button to forward the task to the selected recipient RIGHT NOW 114 Answers Table 16 Tasks Tab Toolbar Description Continued Button Description Click this button to mark the task complete Note You can set multiple tasks to complete by pressing Ctrl while selecting each task and then click the Complete button Click this button to display a drop down menu of analytics options Refer to the RzghtNow Analytics Manual for information about report options To add or edit a task for an answer 1 Right click the answer and select Open 2 Click the Tasks tab 3 Click the Add button and select Add New to open the New Task window Or Right click a task on the Tasks tab and select Open F bE New Task global_92_cfm RightNow CRM z E x le v E Home b 9 L Print ABC CE v 09 51 1859 OK Cancel New Refresh
93. Note For information about agents and the standard workspace they work in refer to Chat Sessions workspace overview on page 165 What you see may be differ ent if your RightNow administrator has created custom workspaces RIGHT NOW 190 RightNow Chat Report Chat Supervisor Home global 98 cfm RightNow CRM mx Home Page Setup Home Display Page Setup 9 x Yes j Dashboard Head Q Q d S amp Display Options ET C25 Forward MEE F auto F P Do Som Dashboard Footer Search Refresh Reset Scrollable o Format 43 Default Settings oo Dashboard Descrmptun Data Set E Display Dashboard Jl Sections Communication Ce Communication Center Ke 2 l 4d Notifications um c 1 hat UE IE Logout Chat Unavailable RequestChat CancelRequest Connectivity nemi Chat Supervisor Home 4b Recent Items Cumulat Cumulat Cumulat ive ive ive Yo Snaps Snaps Snaps Snaps Avg Avg Cumulat Chats Snaps hot Snaps hot hot hot Snapsho Handle Message Cumulat Cumulat ive with no Cumulat 7 hot Agents hot Availa Waitin Max t Avg Time Respons ive ive Chats Agent ive Agents Availa Active ble g Wait Wait AHT eTime Chats Chats Complet Interacti SLAs Queue Online ble Chats Chats Chats secs secs secs secs Entered Exited ed on Met Last Recorded RightNow Live Def fe 1 1 0 0 0 0 56
94. Promotions Found 5 Name Summary Free ring tones Segment Rank Yes Match Dup Response Action Set Response Free ring tones 1 0 0 No Segment 2 100 0 No Segment B Segment B 3 D D No lt l B Figure 129 Promotions Found on the Offer Advisor Window You can revise the order of the promotions using any of the column headings in the Promo tions Found section although the Rank Yes and Match columns are the most useful The Name column is simply the name assigned to the promotion by the marketing staff member who developed it The Summary column provides a brief overview of the promotion Promotions are initially ranked by priority which 1s the relative importance assigned to it by the staff member who created it These values appear in the Rank column A rank of 1 indi cates the highest priority however multiple promotions that have the same priority are not differentiated by rank in this list so lower promotions may have the same priority as the first promotion The Yes column lists the historical response rate which is the percentage of times custom ers have accepted this promotion To rearrange the promotions in order of acceptance click the column heading Offer Advisor allows you to enter search terms that indicate the customer s interest The Match column prioritizes promotions based on how well your search terms match keywords and other text of the promotion or product To list
95. Public Public Records Found 2 Figure 72 Smart Merge Search Results Close 5 Click Action next to each answer you want to merge and select from the merge options described in Table 31 Table 31 Merge Answer Options Option Description Merge Select this option to merge the answer with the answer you are editing Merge and Delete Select this option to merge the answer with the answer you are editing and then delete the answer once it has been merged Caution Selecting this option will permanently delete the selected answer from the knowledge base Use caution when selecting this option RIGHT NOW 142 Answers Chapter 3 Table 31 Merge Answer Options Continued Option Description Merge and Make Private Select this option to merge the answer with the answer you are editing and set the status to Private A warning will prompt you to verify the action Show Select this option to view the answer with the answer in a separate window before you merge it with the answer you are editing Cancel Select this option to cancel the current selection Tip Once you select an option the underlined text next to the answer will change For example if you select Merge the text will change from Action to Merged 6 Click the Close button to close the window and return to the answer Content Products Categories Tasks 0 Details Attachments Audit Log Relationships Keywords
96. Quick Preview tab Tip You can also preview the answer and select assigned access levels to view answer visibility by clicking the Preview button on the ribbon Refer to Pre viewing answers on page 147 RIGHT NOW 106 Answers Chapter 3 Content Products Categories Tasks 0 Details Attachments Audit Log Relationships Keywords dropped calls Answer Type HTML URL File Attachment Question Answer Quick Presies O hy is the call sometimes interrupted Why is the call sometimes interrupted w There can be a variety of reasons The caller is entering an area with poor or no service The battery is low The caller accidentally hanged the phone There is a problem with the phone If the problem persists we suggest the caller to contact our authorized dealer closestto his her area Figure 47 Quick Preview Tab 5 Click the Save and Close button to save and close the answer To add an HTML answer in source mode 1 Click the Application button and select Answer 2 Click the Source tab on the bottom of the Content tab 3 Type the HTML code to create question content 4 Click the Answer tab and type the HTML code to create answer content 5 Click the Save and Close button to save and close the answer Adding URL answers When you create a URL answer an external URL address will display to customers on the customer portal The URL can be cli
97. RIGHT SERVICE USER MANUAL NOW August 09 Incidents Answers RightNow Chat Cloud Monitor Offer Advisor Incident Archiving RightNow Wireless RightNow Documentation A o Administrators wi Administrator Manual Navigation Sets System Configuration CTI Administration B amp Staff Members User Manual Common Functionality Staff Management Communication Configuration Screen Pop Contacts Workspaces Workflows Monetary Configuration Contact Upload Organizations Agent Scripting Database Administration Add Ins Tasks Customizable Menus External Suppression List Notifications Rig htN OW Business Rules Multiple Interfaces CTI Solution Custom Fields Outlook Integration Configuration Outlook Integration d Bo D x 3 e j Administrators j amp Staff Members zo Admins amp ERS Designers Service Administrator Service User Manual Customer Portal Manual mane Configuring RightNow for Answers Customer Portal Content Library RightNow Chat Configuration RightNow Chat Setting UP WebDAV and Dreamweaver Guided Assistance Service Level Agreements Cloud Monitor Creating Templates and Pages I RightNow Wireless Offer Advisor Administration Offer Advisor Working with Widgets RightNow Incide
98. State field 5 To add or edit other contact information make the changes in the fields or on the record tabs For information about working with contacts refer to the RzghtNow User Manual 6 Click the OK button to close the contact window Important Closing the contact window keeps the contact data in memory but the contact tecotd is not saved in the knowledge base until you save the incident 7 To add other information to the primary contact record click the Contact Fields tab RIGHT NOW 48 Chapter 2 Incidents Details Time Billed 0 First Name Delilah Tasks 0 Session 0 Audit Log LastName Mcnair E rfr delilah mcnairexample com JA 555 555 5555 Contacts D Contact Fields Incident History Ti 555 Main Street Anytown 55555 Login tohyama Global Optin Yes Service Email Format Text No Value Figure 18 Contact Fields Tab on the Contacts Tab a To add or edit the contact s login type it in the field b To select ot change the contact s global opt in choice email format or state click the appropriate drop down menu and select an option 8 To view incident information for the primary contact click the Incident History tab First Name Delilah Time Billed 0 Tasks 0 Ey delilah mcnair example com e Status Response Inter Resolution Inter Source Contacts 1 Conta
99. This status indicates that the agent is in a meeting and is unavailable to chat The In Meeting chat agent status has an Unavailable status type Inactive One of the default opportunity statuses and status types An opportunity with the Inactive status is no longer being pursued but could be acti vated at a later date Inbox An agent s personal queue consisting of all the incidents that have been assigned to the agent Inbox limit The maximum number of incidents in an agent s inbox that cannot be exceeded when pulling from a queue The inbox limit 1s set in the profile to which the agent is assigned Incident Any question or request for help sub mitted by a customer through the Ask a Question page email a chat session site or answer feedback ot from an external source using the API Inci dents can also be added by agents when they work with customers by phone fax or mail Incident archiving A process that permanently removes incidents from the database Archived incidents are then stored in searchable data files that can be accessed from the RightNow Console Staff members can access archived incidents once the Archived Incidents component has been added to their navigation set Incident custom field A field for gathering and displaying additional information about incidents Incident custom fields appear when adding or edit ing an incident and on the Ask a Question and My Stuff Questions pages RIGHT NOW
100. ab answers 95 re queuing incidents 73 responses adding to incidents 35 attaching files 62 encrypting 61 in Offer Advisor 216 inserting SmartAssistant suggested answers 36 standard text 43 searching for answers 39 sending 58 signing 61 reviewing answets 85 defining a process for answers 76 ribbons answers 90 chat 166 incidents 17 RightNow Chat agent chat tools 171 co browse 185 conferencing other agents 182 contact seatch 173 customer information viewing 171 RightNow Chat continued agent chat tools 171 monitoring chats 191 sending plain text 178 standard text 177 suggested answers 173 transferring chats to other agents 179 Chat Agent Home report adding 156 chat session workspace tabs 167 Chat Sessions workspace Compose section 167 ribbon 166 Transcript section 167 Wrap up button 166 chat sessions workspace contact fields 167 Chat Sessions workspace tabs Engagement tab 167 Incidents tab 168 Chat Sessions workspace overview 165 Chat Supervisor Home 189 Chat Supervisor Home report adding 156 chatting with customers 169 client chatting with an agent 193 reconnect feature 196 client interface 193 creating incidents from chats 187 logging in 161 personal settings 163 toolbars Live Media bar 160 RightNow Wireless accessing 228 account profile 234 Answers List page 230 231 customer accounts creating 235 Find Answers 229 Keyword Search page 231 My Stuff 233 searching by keyword 231 by product catego
101. ables organizations to turn raw data into information they can use to gain a marketplace advantage Data set The database tables and table joins that determine what data can be returned in a report Data set also consists of the database columns a segment dynamic list in RightNow Marketing and RightNow Feedback will have access to and what filters will be used to determine the final data set Data type A set of data having predefined char acteristics such as strings integers or dates Each column in a database table is assigned a data type Data type also refers to the type of custom field specified when adding staff account organization contact sales products incident answer opportu nity sales quotes and tasks custom fields Data types consist of menu radio integer date date time text field and text area fields Database The tables and fields that store infor mation that is retrieved edited and added in a RightNow application Dbaudit A utility that builds and populates the schema and performs the database portion of the RightNow upgrade Dbaudit can also be used to view the database schema Dbstatus A scheduled utility that escalates inci dents answers tasks and opportunities based on business rules Dbstatus also sends out watchlist notifications See Business rules and Watchlist notification Dead One of the default opportunity statuses and status types An opportunity with the Dead st
102. access a calendar and select a date to set the answer to the Review status Use the left and right arrows at the top of the calendar to select the month and then click a day Guided Assistance Click this button to open the Select a Guide window which enables you to select a guided assistance guide to associate with the answer For information refer to the RzeghtNow Service Administrator Manual Note This button will not display unless your RightNow adminis trator has enabled guided assistance Notify Subscribers Click this drop down menu to select an option for notifying sub scribers when the answer is updated Options include Do Not Notify This Hour End of Today End of this Week End of this Month Publish On Click this drop down menu to access a calendar and select a date to publish the answer Use the left and right arrows at the top of the calendar to select the month and then click a day On the selected date the answer status will change to Public and the answer will be available to customers Attaching files to answers Chapter 3 You can also attach as many files as needed to associate with an answer or the answer s sib lings File attachments will appear as clickable links when a customer views an answer They can also be indexed as searchable text therefore you can choose whether each document is indexed when managing your file attachments For a list of indexable file types refer to the RightNow Servi
103. ach lower level Right Now s drill down feature enables access to addi tional output levels in reports Drill down filter tThe fields in an output level used to filter the data returned when drilling down to another output level This impacts what data is returned 1n the drill down level Drill down link The field in an output level that is used as a link to drill down to the next output level Dual tone multi frequency DTMF The sys tem used to identify the numbers on the telephone keypad by using two tones of different frequencies for each key This 1s used by the dialed number identification service Editor A layout format on the content pane when working with administration items The edi tor contains the fields for adding and editing an administration item Else clause The clause that follows the Then clause of a business rule If the conditions of a rule are met the actions in the Then clause are invoked if the rule s conditions are not met the actions in the Else clause are invoked Email answer A feature that enables customers to email answers they are viewing to a specific email addtess Email management A function of RightNow that sends and receives email messages processes bounced messages intelligently routes incoming inquiries based on business rules and automati cally suggests answers to inquiries Email message An email that is automatically sent by RightNow to customers or staff
104. age 14 Working with incidents Contains the procedure to fill your inbox and includes discussions about incident statuses and SLAs and the procedures to apply SLA instances and credit incidents to SLAs This section also includes all procedures to edit an incident Additional procedures in this section include presenting offers to customers creating opportunities from incidents and sending responses Refer to page 23 Finding answers using guided assistance Contains information about the guided assistance tool and the procedure for using it when working with customets on the phone or responding to incidents Refer to page 63 Adding incidents Contains the procedure to add incidents Refer to page 68 e Managing incidents Contains procedures to propose incidents as answers delete incidents and re queue and reassign incidents Refer to page 70 RIGHT NOW 14 Incidents Overview of incidents When customers request help from your customer support group through email or the Ask a Question page on your support site RightNow Service automatically creates incidents from their requests Most of the time these are the incidents you will respond to At other times however you will add incidents For example when a customer contacts you by phone fax or mail you will add an incident to create a record of the customer s question When you edit or add an incident you start by answering the customer s question Ri
105. aged Time secs Chats Completed Avg Chats Per Hour Update Customize List 0 0 0 06 11 2009 02 32 PM n 5 isti Avg Chats Time Message Chats Agent R ere AHT Response Avg Wait Chats Chats Complet Interacti SLAs omana Queue secs Time secs secs Entered Exited ed on Met 95 Last Recorded Activity RightNow Live Default Queue 0 00 0 00 0 00 o 0 0 0 0 Q0 06 11 2009 02 32 PM Total Average Weighted Avera 0 00 0 00 0 00 0 7 0 0 0 0 0 0 Incidents SERRAR Logged in as Edward Lang 2 Records fMjonline 1009 m D Figure 89 Viewing Chat Agent Home The following reports display on the Chat Agent Home dashboard e Chat Agent Queue Snapshot Shows the service statistics for each chat queue that the logged in agent is assigned to e My Chat Agent Statistics Shows chat agents their basic chat statistics including average response time engaged time and chats completed e Chat Agent Queue Statistics Shows the service statistics for all of the chat queues Note The Chat Agent Home dashboard has a default refresh time of thirty seconds Changing chat options Visual and audible alerts are available to notify you when customers request to chat or when they update existing chat sessions You can change certain settings to provide the most effec tive assistance possible To change your chat options Logging in to RightNow Chat 163 1 Click the Application button to ac
106. ailability to chat The default chat agent statuses are Unrestricted Unqualified Unspeci fied In Meeting and On Break and custom sta tuses can be added Chat agent status type The status of an agent s availability to chat Default chat agent status types are Available Unavailable and Logged Out Chat session A real time two way dialog between a customer and one or more RightNow Chat agents See RightNow Chat Chat session queue A sequence of unassigned requests for chat sessions The default chat session queue is the RightNow Live Default Queue and custom queues can be added Requests are added to chat session queues automatically by business rules 24 Chat session routing A process of routing cus tomer requests for a chat to a specific queue based on rules in the Chat rule base See Chat session queue Checksum A calculated value that represents the content of a block of quoted text This value is sent within the block quote tags of the email mes sage and is used to determine if text has been added to the original message See also Block quotes and Techmail Choice question A question type that allows customers to choose their answer from a menu radio button check box or list Click Once installer A utility used to install the RightNow Smart Client on staff members work stations See also MSI and RightNow Smart Client Client The interface that displays on a cus tomer s compute
107. and attempt to chat again The page at http bcvipqa0 2 qa lan says 9 n existing chat session was Found Would you like to resume the session in progress E Cancel Figure 118 Chat Reconnect Message 197 5 Cloud Monitor As mote of your customers and prospects use social networking services such as YouTube and Twitter to communicate with friends and colleagues the more important it is for you to be able to monitor and act on the conversations about your organization or products that are taking place within this social cloud RightNow Cloud Monitor allows you to directly interact with your customers in the social cloud by searching social networking services replying to posts creating incidents in RightNow Service and including social networking communications in your RightNow Marketing and RightNow Feedback messages Cloud Monitor helps you maintain customer relationships by assisting you in identifying trends in customer opinions and proactively com municating with your customers through the channel they have chosen Important The social media services described in this document are not provided by or affiliated with RightNow Technologies To obtain support or information about terms and conditions for the services mentioned contact the service provider Cloud Monitor search results are not language specific and will be in the lan guage of the source site In this chapter e Configuring Cloud Monit
108. and how to control answer visibility to your customers Refer to page 76 e Organizing answers Describes how you can manually or automatically organize answers dis played on the customer portal Answers can be ranked and arranged by implicit and explicit feed back Refer to page 81 e Maintaining your knowledge base Desctibes methods for maintaining your knowledge base for optimum customer support including evaluating customer tracking and feedback answer aging and setvice analytics Refer to page 83 e Overview of answets Provides an overview of the standard answer workspace answer ribbon information fields and record tabs Refer to page 86 Searching for answers Contains procedures to search for and open answers Refer to page 96 Managing answers Contains procedures for creating and publishing answers to your knowledge base Also includes procedures for editing answers managing answer relationships and using the advanced options available when working with answers Refer to page 96 RIGHT NOW 76 Answers Seeding your knowledge base RightNow Service s ability to start with only fifteen to twenty answers eliminates the need for a comprehensive initial knowledge set which significantly speeds and simplifies the imple mentation Most organizations can build their initial seed from existing online questions and answers documents or customer support interactions Instead of constructing a complete se
109. assist in tracking incorrect email addresses Template A structured format used in a docu ment in which specified sections are locked and cannot be edited and a section is open for custom ized content Templates can be added from the Content Library component Territory A specific geographical sales region configured in RightNow Sales Sales representa tives can be assigned specific territories for oppor tunity assignment Up to twelve levels of territories can be defined Test message A mailing message that can be sent to small cross sections of an audience to test a response before launching a final message Text explanation A text field that can be asso ciated with a response in a guided assistance guide The text explanation is displayed after an agent selects the associated response from a question in the guide See Guided assistance Text field A customizable field containing text that is commonly added to reports Once a text field is created it can be added to any custom report and then adjusted as necessary Text matching A feature in Offer Advisor that enables agents to search for specific terms that best express the customer s interests After a search the list of promotions and suggestions on the Offer Advisor window will be reordered and the ranking of each will reflect its relevance to the terms entered by the agent See Offer Advisor Text question A question type that allows cus tomers to
110. ationships refer to Managing answer rela tionships on page 117 Note The parent answer is the current answer you are merging an answer to Include in Search answer Note All options are selected by default Define your search criteria with any of the following areas of the Summary Select this check box to search the Summary field for answers you can merge RIGHT NOW 140 Answers Table 30 Smart Merge Window Description Continued Field Description Keywords Select this check box to search the Keywords field for answers you can merge Question Select this check box to search the Question field for answers you can merge Answer Select this check box to search the Answer field for answers you can merge All Select this radio button to return all answers regardless of status End User Visible Select this radio button to return only public answers 4 Click the Refresh button The results will display on the Smart Merge window Tip The results display matched answers sorted by relevance Chapter 3 Smart Merge Merging answers 141 Parent Answer which phones are available for Global Wireless Include in Search C Summary Keywords Question Answer All End User Visible ID Summary 1108 Canl send emails from my phone 1581 Does Global wireless offer cellular modems Weight 3 3 Access Everyone Everyone Status
111. ator can add custom statuses and select any of them as the default Available The Available status type signifies that you are available to chat Unavailable The Unavailable status type signifies that you are not available to chat Unqualified The Unqualified status indicates that you did not specify a reason for being unavailable to chat Chapter 4 Logging in to RightNow Chat 161 Table 33 Live Media Bat Description Continued Button Description In Meeting The In Meeting status indicates that you are in a meeting and unavailable to chat On Break The On Break status indicates that you are on a break and unavail able to chat Request Chat Click this button to request pull a chat from the queue Note By default chats are pushed to you by the system This but ton is enabled only if Pull Chat permission is set in your profile and you ate available to chat Cancel Request Click this button to cancel a chat request after it has been pulled from the queue Note By default chats are pushed to you by the system This but ton is enabled only if Pull Chat permission is set in your profile you are available to chat and the Request Chat button is not active Connectivity A symbol with all green bars signifies that your connection to the RightNow server is excellent A symbol with yellow bars signifies that your connection to the RightNow server is intermediate but could be better A symbol with a small r
112. atural language Any approach that accepts and correctly handles human language For exam ple English French and Japanese are natural lan guages computer languages such as FORTRAN and C are not RightNow Service provides natural language technology for searching the knowledge base Navigation buttons The buttons on the naviga tion pane associated with record types and compo nents Clicking a button displays that record type or component s navigation list Navigation list All the reports folders and items associated with a specific record type or component in RightNow Navigation lists are organized in a tree on the navigation pane Navigation pane tThe area on the left side of the RightNow Console where staff members select items and change navigation lists and administra tion options What appears on the navigation pane depends largely on the permissions in a staff mem ber s profile and which navigation or administra tion button is active RIGHT NOW 204 Navigation set Any combination of navigation lists and their associated navigation buttons Staff members are assigned a default navigation set in their profile Normalized URL A URL that has been refor matted to ensure that documents that are referred to by multiple URLs will be indexed only once Normalization may include reformatting domain names for example removing capital letters or removing query parameters Note Information
113. atus is no longer being pursued by a sales repre sentative Decision A component of a campaign Deci sions filter contacts by specified criteria and can have Yes and No paths Decryption The process of converting encrypted text into readable text using private keys assigned to authorized persons Default directory The directory containing original default copies of all the files customizable through the File Manager During an upgrade any files that have changed will also be updated in the default directory Using the restore function a file can be restored to the original configuration Default response requirements The maximum time allowed in minutes for incident response and resolution within the operating hours defined by the organization The default response require ments are used to measure agent performance in responding to and solving incidents and can also be used as the response requirement for SLAs that do not have customized response requirements See also SLA and Response interval Deliverability The degree to which an email message aligns with industry accepted practices to ensure delivery to an intended recipient Emails with low deliverability are often blocked by ISPs and spam filters Deploy Io promote compile and optimize all the customer portal pages from the development folder where they are created and tested into the production folder where they become publicly available on an organiza
114. ave service area maps Can I use my globalwireless phone internationally How do I set up my voicemail How do I access my voicemail Are there any shortcuts For listening to voice messages What is airtime Forbindelse FN 763 information Is it true that excessive cellphone use is unhealthy How do I report and disconnect a lost or stolen cell phone Mundo MD 5200 information Why is the phone warm after a long conversation Which phones have text messaging Prepay Plan information Can I send emails from my phone Gold plan information Can I continue to use the same cellphone number after leaving my employer Which phones have text messaging How do I roll over the remaining minutes from one month to the other Why is the call sometimes interrupted Conversa C4 9800 information 10 10 2007 09 42 AM 10 10 2007 10 00 AM 10 10 2007 12 39 PM 10 02 2007 08 51 AM 10 02 2007 09 26 AM 10 10 2007 10 03 AM 10 10 2007 09 33 AM 10 02 2007 09 29 AM 10 10 2007 09 34 AM 10 02 2007 09 44 AM 10 02 2007 09 44 AM 10 02 2007 09 53 AM 10 10 2007 09 05 AM 10 10 2007 09 59 AM 10 10 2007 09 47 AM 10 10 2007 09 13 AM 10 10 2007 10 01 AM 10 10 2007 09 49 AM 10 02 2007 09 55 AM 10 10 2007 12 40 PM 10 10 2007 09 42 AM 10 10 2007 10 08 AM 10 10 2007 09 46 AM 10 10 2007 08 55 AM 10 10 2007 09 22 AM 10 10 2007 09 44 AM 10 10 2007 10 06 AM Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Every
115. be displayed in your response rather than the value of the variable the contact s first name in the example The variable is replaced with the data only when you send your response Then when you reopen the incident the data appears where the variable had been inserted Chapter 2 Adding and editing contact information 45 To insert standard text using a hot key sequence Tip To display the hot key sequence for a standard text item select the standard text in the left column of the Standard Text window The keystrokes are displayed in the Hotkey field in the right column At the location in the incident response where you want to insert the standard text press F8 to open a Standard Text field type the hot key sequence in the field and press F8 or Enter to insert the text into your response Adding and editing contact information Because RightNow Service creates incidents from customer questions the contact informa tion is usually present when you respond to an incident Sometimes however you will need to add or edit contact information You can add multiple contacts to an incident but you must designate only one as the primary contact Secondary contacts do not have to be associ ated with the same organization as the primary contact To add or edit contact information 1 Click the Contacts tab Information for the primary contact which includes name email address phone title and address is displayed at the top of the
116. bles into cus tomer portal pages that are developed in Dreamweaver RightNow Feedback A customer survey tool for gathering information about customers experi ences with an organization With a wide range of customization and formatting options questions types and full analytics for efficient reporting sur veys provide organizations with a flexible method of tracking customer satisfaction RightNow Marketing An email and campaign solution for delivering personalized richly format ted email communications to targeted segments of customers and prospects and for launching full scale marketing campaigns RightNow Sales A sales automation solution that enables sales representatives to easily manage and track all opportunity organization and contact information and track all quote interactions in one consolidated application RightNow Service A customer service and sup port solution that intelligently assists both custom ers and agents with inquiry resolution across traditional and online channels RightNow Service assists customer service and support organizations that need to easily capture respond to manage and track all service interactions in one consoli dated application RightNow Smart Client The web based CRM software that allows local applications to interact with the server based applications The RightNow Smart Client can be installed on staff workstations using the Click Once or MSI deployment meth
117. button and click Select The Select a Guide window opens Select a Guide Help with model ABC Help with model XYZ Service plan assistance What is my cell phone s model number Figure 34 Selecting a Guide a Select the guide you want from the list b Click the OK button The Guided Assistance window opens Guided Assistance Expand Navigator 8 Search for a Guide e Select a Guide C Add Text to Thread Do you see the model number when you open the Y T phone s flip top cover Figure 35 Guided Assistance Window RIGHT NOW Chapter 2 66 Incidents 3 To search for a guide click the Search for a Guide button The Search for a Guide window opens Note Before searching for a guide you should fill out the associated incident s subject product and category Only guides that have been associated with an answer can be searched Search for a Guide i Search for a Guide that may help you troubleshoot the customer s problem Type Product Category Access Level Phrases w Mobile Phor w General w User Acces v Similar Phrases Exact Search i Mame Notes What is my cell phone s model number No Value Help with model ABC No Value Complex Expression Figure 36 Searching for a Guide a Define search terms by selecting drop down menu options or typing phrases in a text field b Click the Search butt
118. categories to associate with the answet Regardless of whether product linking is enabled and regardless of what categories are linked to products all products and all categories are available on the Products Categories tab when you add or edit an answer For information about product linking refer to the RightNow Administrator Manual Note The product and category values are shared among the sibling answers when a product or category is changed for an answer it is also changed for that answet s sibling answers Adding tasks You can add and edit all tasks associated with an answer by clicking the answer s Task tab When you add or edit a task you not only define its name the staff member it is assigned to relevant dates and type of task but you also associate it with new or existing answers Chapter 3 Adding tasks 113 Complete Feature area questions Products Categorie Tasks fl Details Attachments Audit Log Relationships s Add open L copy HK Delete Prit 2 Forward v Complete 3 Options Due Date Completed Assigned Priority Z Action No Value No Value Andrew Larson Open Delete Print Complete Figure 53 Tasks Tab The Tasks tab contains a toolbar for working with the tasks associated with the open answer Table 16 describes the Tasks toolbar buttons Table 16 Tasks Tab Toolbar Description Button Description LEE Click this button to add a new ot existing task Add
119. ce Administrator Manual For information about file attachments refer to the RightNow User Manual Important File attachments differ from file attachment answers in that they appear as an attachment within an answer whereas file attachment answers appear as click able attachments on the Find Answers page Viewing the answer audit log 117 Viewing the answer audit log RightNow Service automatically tracks all actions performed on an answer by staff members in your organization The audit log contains a history of all modifications to the selected answer and any associated sibling answers This information is especially useful when more than one staff member edits the same answer Refer to the RzehzNow User Manual Managing answer relationships RightNow Service allows you to relate one answer to other answers that contain similar con tent This functionality also provides a way for you to group similar answers improving the way you keep track of and update answers in your knowledge base Answer relationships can be managed on the answer s Relationships tab The answer relationship types available depend on the permissions set in your profile Tip When two ot mote answers are related you can view the relationship from the Relationships tab of any of the answers Sibling manually related and automatically related answers are displayed on the Relationships tab The tab 1s divided into the following sections Siblings Manually
120. cess levels controlling visibility 80 adding 98 File Attachment answers 109 HTML answers in design mode 102 HTML answers in source mode 106 answer access levels 80 Answer Reference Tag window 133 answer statuses controlling answer visibility 79 answer types 98 appending answer content 143 associating multiple access levels 135 attaching files to 116 audit log 117 categories 112 conditional sections inserting 136 Confirm Answer Type Change window 107 copying 152 deleting 153 editing related 146 evaluating customer feedback 85 using analytics 86 File Attachment Answer field descriptions 110 27 1 answers continued HTML answers 102 Hyperlink Editor 125 hyperlinks inserting 125 identifying content holes in the knowledge base 85 key answer fields 92 learned links 123 links anchors 134 inserting 132 Manage Anchors window 134 manually related 121 merge options 141 notes adding 100 overview for creating effective 77 previewing 147 printing from the answers report 152 products 112 proposing incidents as answers 71 record tabs Content tab 94 Details tab 95 Products Categories tab 94 Relationships tab 95 Tasks tab 95 113 relationships editing 145 learned links 123 manually related answers 121 overview 117 sibling answers 118 returned from searches 42 reviewing 85 ribbon description 90 RightNow Wireless keyword search 231 product category search 229 search types 40 searching from answers reports 96 from incide
121. cess the application menu 2 Click the RightNow CRM Options button The RightNow CRM Options window opens 3 Select the Communication Center option RightNow CRM Options Personal Settings Password View Options Navigation Pane J Change Communication Center Settings for RightNow CRM Incoming Chat Notification Max Chat Sessions Flash Window C Play Sound Show Toast Incoming Chat Text Notification Flash Window C Play Sound Color Window Figure 90 Changing Chat Notification Settings 4 Select from the options described in Table 34 Table 34 Chat Notification Settings Description Field Incoming Chat Notification Description Incoming Chat Notification options apply only to new chat requests RIGHT NOW 164 RightNow Chat Table 34 Chat Notification Settings Description Continued Field Max Chat Sessions Description This number represents the maximum number of chat sessions that you can have open at one time Click the up arrow to increase sessions and click the down arrow to decrease sessions Note The maximum number is set by your RightNow administra tor in your profile Flash Window Select this check box to flash the minimized window on the Win dows task bar whenever a new chat arrives Note This option is selected by default Play Sound Select this check box to enable an incoming sound alert whenever a new chat arrives Show Toast Select t
122. ch Weight also refers to an internal value given to each indexed keyword for an answer or incident The value is relative to a constant and is based on number of occurrences capitalization and location of the word ranked high to low Keywords Summary Question and Answer field for answers Subject field and incident thread for incidents Widget A collection of files that generates a spe cific function when it is placed on a page of the RightNow Customer Portal Widgets can be but tons fields reports or other elements that can access the RightNow database and communicate with other widgets through events or to the server through AJAX requests Win loss reason An option for classifying and recording reasons for winning or losing an oppor tunity Wltool A utility that is manually run after mak ing changes to one of the wotdlist files See Wordlist file Word stemming A feature used in keyword indexing and text searching that finds the root of each word and stores the stemmed root instead of the whole word thereby saving large amounts of space while making a search broader and more appropriate Wordlist file Any of the files that can be modi fied to customize indexing text searching and SmartSense emotive ratings 269 Work group All of a record s open associated records for example an incident s contact organi zation and tasks that have been docked to the RightNow Console When another non as
123. chapter What is Offer Advisor Contains an overview of Offer Advisor and describes promotions and suggestions Refer to page 210 Opening Offer Advisor Describes how to open the Offer Advisor window while working with an incident and provides an overview of the window Refer to page 210 Presenting offers Contains procedures to select promotions and suggestions enter search terms and present offers Refer to page 215 RIGHT NOW 210 Offer Advisor What is Offer Advisor Promotions are special offers made to specific groups of customers Examples of promotions include free shipping for customers who buy certain products extended warranties for cus tomers whose basic warranty is about to expire and discounted prices on accessories for products customers have already purchased A staff member in your organization usually from the marketing department defines a promotion Suggestions on the other hand are generated automatically These are product recommenda tions based on customer characteristics and purchase history Just as SmartAssistant searches the knowledge base and suggests possible answers to a customer s questions Offer Advisor searches for customer characteristics and past purchases to suggest possible products they may be interested in For example Offer Advisor may suggest a Caribbean cruise to a cus tomer who has previously purchased a Mexican cruise vacation When you open an incident Offer Advi
124. cked by customers and the external web page will open in a new window URL answers are also indexed as searchable text on the customer portal You can still define many of the same answer fields as in HTML answers however some fields such as the Question and Answer fields are unavailable when adding a URL answer The exact fields available depend on the permissions set in your profile Adding answers 107 lo add a URL answer 1 Click the Application button and select Answer 2 Type a one line summary in the Summary text box This field will display as the subject of the answer on the customer portal 3 Select the URL radio button The Confirm Answer Type Change window opens Confirm Answer Type Change A Changing this answer type will clear out the following fields Question Text Answer Text File Attachment s Manually Related Answer s Learned Link s Are you sure you want to change the Answer Type Figure 48 Confirm Answer Type Change Window Caution Use caution when you change the answer type of an existing answer Some fields will be removed and cannot be restored for example the Question and Answer fields 4 Click the Yes button in response to the Confirm Answer Type Change message RIGHT NOW 108 Chapter 3 Answers GSAnswers Default 5 New Answer Summary ras Private vi Language Assigned Customer service Edward Lang w Access Level C
125. criteria in a campaign and can be scheduled to be sent immediately on a specific date or at an interval in the future Transactional survey A survey that is sent only when an event occurs Transactional surveys are sent to a contact when the contact meets specified criteria in a campaign or business rule and can be scheduled to be sent immediately on a specific date or at an interval in the future Transfer A feature in RightNow Chat that enables an agent to transfer a customer to another agent during a chat session Trending A method of predicting a trend for a specified date range in the future based on a report s current data Trending periods are defined when creating or editing a custom report and can be included in standard reports Unqualified One of the default chat agent sta tuses This status indicates that the agent is not available to chat The Unqualified chat agent status has an Unavailable status type Unresolved One of the default incident status types and statuses Incidents with an Unresolved status have recently entered the system either by a customer or agent RIGHT NOW 268 Unrestricted One of the default chat agent sta tuses This status indicates that there are no restric tions to the agent s availability to chat The Unrestricted chat agent status has an Available sta tus type Unspecified One of the default chat agent sta tuses This status indicates that the agent is
126. ct Field Incident History 63 Reference LastName Mcnair Session 0 Audit Log Til 555 Main Street Anytown 55555 Add New gt Open New eb Print LSS Copy X Passion X Delete C3 Forward Subject Solved Oh Om Oh Om Ask A Question Solved Oh Om Oh Om Ask Question Solved Oh Om Oh Om Ask Question Updat Oh Om Oh Om Ask A Question Solved Oh Om Oh Om Ask Question Indat fih fim fih fim Ask 4 Onestinn 070411 000 070405 000 070402 000 070322 000 070320 000 nzna2n nnn I have to push really hard on my keypad New phones need activation Conversa camera phone problems Ihave to push really hard on my keypad Ihave to push really hard on my keypad Where ran T hire arar charner For mv Mare Onen Figure 19 Incident History Tab on the Contacts Tab 9 Click the Save button to save your changes on the Contacts tab Tracking your time 49 Tracking your time Your organization may collect statistics on the amount of time agents spend solving incidents so that management can plan for better use of staff time These statistics can also identify products or issues that ate causing similar customer questions allowing answers to be added to the knowledge base to reduce the amount of time agents must spend on them The Time Billed tab is where you enter the amount of time you spend on an incident it also lets you see details about the amount of time other agents spent on the incid
127. ct the alignment of the table on the page Your choices are Left Centered and Right Width Type the width of the table and select the unit from the radio but tons Pixels or Percentage Background Color Click this box to select a color for the table s background Border Color Click this box to select a color for the table s borders Inserting tables 131 Table 27 Table Editor Description Continued Field Description Cell Properties Define the table s attributes in this section Cellspacing Type the spacing in pixels of the table s cells Cellpadding Type the padding in pixels of the table s cells b Click the OK button to save your changes 8 To edit a cell s properties right click the table cell and select Cell Properties The Cell Properties window opens Cell Properties Border Properties Border f Border Color C Layout Width Pixels Percent Horizontal Alignment E Vertical Alignment v Background Color O Word Wrap Figure 66 Cell Properties Window a Enter field information described in Table 28 Field Border Properties Table 28 Cell Properties Window Description Description Define the cell s border properties in this section Border Type the width of the cell s border in pixels Border Color Click this box to select a color for the cell s borders RIGHT NOW 132 Inserting ans
128. d Kingdom Patent Office patent number GB239791 Other patents are also pending Trademarks The following are trademarks of RightNow Technologies Inc RightNow Multiview Technology ProServices RightFit RightNow Live Locator SmartConversion SmartSense RightNow Outbound RightNow Service RightNow Metrics RightNow Marketing RightNow Sales RightNow Voice RightPractices RightStart SmartAssistant SmartAttribute Technology Talk RightNow Proactive Proactive Customer Service TopLine Top Line Customer Service iKnow Salesnet and RightNow Connect Web address http rightnow com Email address info rightnow com 1 For a list of third party software disclosure notices refer to the back pages of the RzghtNow Administrator Manual Contents 1 Contents Chapter 1 Introduction 4 4 6460604444 on teg bebe dh ee ee RAD E RGHeR UAR RE E ESS J About hls Tato 4454285454 dendo decor Seeded sehen d hens sede eee E l Documentation CONVentioOnS x aeu ordeaes uud e hem enn Ua e Re qan i o RightNow August 09 documentation sua acera chc de trata ar RR te o 9 Chapter 2 tenni T E E E 13 OVervieu DP ales a cs once eere enere S vni d uer bens 14 Tacidents VOUS MC 14 Standard workspace for incidents 2 0 cee eee eee 16 IS1DDOD oca bear e PROVO bobs yom edes on N ea aed Bee eee 17 TCI seit NETTE RETE bra Gree T CT TC TT T T ee TT 19 Incident record taDS serra rrene ets eds dcos eI Rc ek ORGS Eee ti 20 Wotking xot ancide
129. d as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Text Add as Text Vi Add as Text Add as Text Vi Add as Text Add as Text Add as Text Vi Add as Text Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Figure 99 Answers Returned from a Knowledge Base Search 3 To add the answer s link to your response click Add as Link 4 To add the answert s text to your response click Add as Text 5 o view the answer s text before adding it to your response click View 6 Click the Close button to close the window Using agent chat tools 177 Inserting standard text Frequently used responses and URLs can be prepared in advance so that you can quickly send them to customers These tools not only help you assist customers more quickly but they also eliminate typographical errors Your RightNow administrator can also define shortcut IDs for standard responses and URLs Then you can type an ID in the Shor
130. d by a campaign or business rule See RightNow Feedback Survey status A method of tracking the state of a sutvey The default survey delivery statuses include Draft Launched Scheduled Preparing to Send Sending Suspended Suspended by Error Canceled and Completed Suspended A mailing and survey status that indicates a mailing or survey has been temporarily suspended from the Sending or Launched status Suspended by Error A mailing and survey sta tus that indicates a transactional mailing or transac tional survey encountered an error and has been temporarily suspended RIGHT NOW 266 Synchronization The process of collecting and combining records from online and offline data bases to ensure data is consistent between both databases Also called syne See also Offline mode and Online mode Syndicated widget A customer portal widget that can access the RightNow database from any external web page The code used to place the syn dicated widget on a web page is available in the tag gallery See also Tag gallery Table instance A component of a data set that specifies the database tables that data can be selected from and how database tables are joined in a report or segment Tag gallery A reference site that provides infor mation about the tags that can be used for creating pages and templates for the RightNow Customer Portal The tag gallery is a dynamic self document ing file that is when a w
131. d its content with the current answer Refer to Append ing answer content on page 143 Smart Merge Click this button to merge answers using Smart Merge Refer to Merging answers using Smart Merge on page 138 HTML Buttons in this section ate used to insert standard HTML elements in your answer content Hyperlink Click this button to insert a hyperlink Refer to Inserting hyper links on page 125 Image Click this button to insert an image Refer to Inserting images on page 127 Horizontal Rule Click this button to insert a horizontal line Adding answers 105 Table 14 Toolbox Description Continued Button Description Table Click this button to insert a table Refer to Inserting tables on page 128 Div Click this button to insert a DIV block which you can use to group other element such as buttons Field Set Click this button to insert a field set which you can use to group a collection of input fields to improve document accessibility Button Click this button to insert a button Double click the button on the canvas to edit the button text Insert Symbol Click this button to open the Insert Symbol window and double click a symbol to insert it at the current cursor position Manage Anchors Click this button to insert an anchor in the answer Refer to Man aging anchors on page 134 4 To preview the answer content as customers will see it click the
132. d on Save check box 2 Click the Save and Close button to send your response To select additional recipients for an incident response 1 Select the Send on Save check box 2 Click the slider bar on the left side of the Messages tab The tab expands to display response options Messages Contacts Details Time Billed 1 Tasks 2 Organization Session 6 E Attachments Audit Log Send On Save amp Smart Assistant Qy Search Knowledgebase Standard Text A Undock To Julie Franklin jfranklin example org Add View All Ww Sort Date Ascending Customer By Web Form S Julie Franklin 06 29 2007 08 49 AM How do change my address c Sign Dor ncrypt Slider bar Figure 28 Options for Sending a Response 3 Click the Cc or Bcc button to open the Select Names window RIGHT NOW 60 Incidents Select Names Type Name or Select from List Address Abby Parker abby parker qlobal example com Account bit Administration Group Andrew Larson andrew larson qglobal example com Account Brenden Foster brenden foster global example com Account Brent Dirkwood brent dirkwood qglobal example com Account Corey Tanner corey tanner qglobal example com Account Edward Lang edward lang global example com Account Faith Carson faith carson qlobal example com Account Global Administrator administrator qglobal example com Account Jeff Schwimmer jeff schwimmer qg
133. d wait 0 minutes 18 seconds Enter search text here and click Search to search for answers while waiting The customer can search for answers _ in the knowledge base while waiting for an agent Figure 114 RightNow Chat Searching for Agent While RightNow Chat searches for an available agent the customer is placed in the wait queue and provided with an estimated wait time After an agent accepts the chat request the status section changes from Searching to Con nected and the Chat Dialog section opens with a greeting from the agent RIGHT NOW 194 RightNow Chat Status Connected a Brenden Foster Listening Brenden Foster Hi my name is Brenden Foster How may help you Attach File Attach File E Print Chat Chat amp Send amp Send Figure 115 Client Connected with Agent 2 The customer types a question to the agent and presses Enter or clicks the Send button The customer s question is added to the Chat Dialog section Status Connected a Brenden Foster Listening Brenden Foster Hi my name is Brenden Foster How may help you You ls there any limitation on airtime minues Auch File Attach File dD Print Chat dD Print Chat Chat amp Send amp Send Figure 116 Customer Question 3 The agent responds to the customer and answers the customer s question Chapter 4 Chatting with an agent 195 Status Connected Brenden Foster Liste
134. dard text 2 Click the Standard Text button on the Messages tab to open the Standard Text window 3 Select the standard text item you want to insert in your response The contents are dis played in the Preview section of the window Note To search for standard text click the Find in List link above the left column RIGHT NOW 44 Incidents Standard Text i Click a standard text entry to see its hotkey and preview To add the text to the current thread select an item and press ok Y ou may also double click items to add multiple entries without closing this dialog Find in List pe E Angry Customer Pj Forgot Password Hotkey cg Pj Happy Customer When adding standard text press F8 to access hotkey menu ie Customer Greeting Preview Dear contacts alt name first Name Customer Greeting Thank you for contacting Global Wireless Please find our response to your questions regarding incidents prod Iv idl below Figure 15 Selecting a Standard Text Item 4 Click the OK button to close the Standard Text window and insert the text into your response Or Drag the standard text item from the left column into the response 5 To add other standard text items to the response repeat steps 1 through 4 6 To modify the standard text edit it as necessary in the response Note If the standard text includes one or more variables such as the contact s first name in Figure 15 the variable will
135. dard text Any text or response prepared in advance that can be sent to customers when responding to incidents appended to responses by a business rule or sent by an agent during a chat session Also called standard response State A field that classifies how contacts and organizations were added and what actions have occurred since their creation The State field is automatically populated when a contact or organi zation record is added or updated staff members can also manually update the State field State field options include Service Sales Marketing and any combination of the three State also refers to the current stage of an object in rules processing See Rule state Status The current state of an answer incident mailing opportunity survey or task See Answer status Incident status Mailing status Opportunity status Survey status and Task status Status type The current state of an answet inci dent or opportunity Default answer status types are Public and Private Default incident status types are Unresolved Solved and Waiting Default opportunity status types ate Active Closed Dead Inactive Lead Lost and Reject Stopword A word that is not included in the keywotd indexes in RightNow Service and is not searchable as a result Pronouns articles and adverbs are common stopwords Strategy A sales plan defined by an organization that includes stages and associated tasks that must be com
136. dexing of an answer You can enter supplemental keywords phrases or text that represent the answer s contents Keywords should be separated by commas with grouped words separated by spaces for example cell phones calling plans accessories You should be deliberate with the words you enter because they are weighted higher Be sure to include a thorough yet concise section of keywords Controlling answer visibility 79 After creating a knowledge base of effective answers you will want to publish the answers to be accessed by customers By understanding the factors that determine answer visibility you can effectively control how and when answers are seen on the customer portal The following section will help you as you publish answers to be viewed by your customers Controlling answer visibility When you publish answers you make them available to the public on your customer portal Answers can be either public or private as well as have specific visibility settings for each interface or for contacts based on access levels defined in their SLAs Whether answers will be visible on your customer portal is determined by what you specify in certain fields This section explains the following five key fields that determine how and where answers will be presented e Answer Status Answer Access Level Language Products and Categories Conditional Sections In order for answers to appear on the customer portal the Stat
137. dow Also if your organization uses variables in standard text such as contacts first_name you can type or copy and paste the variable inline when responding to a customer The variable is then replaced with the appropriate data before you send your response to the customer Sending plain text in a chat response By default the Render As radio button is selected when responding to customers If you want to send XML HTML or any other type of markup language to the customer without the tags being rendered you can select the Leave As Plain radio button and all of the markup tags will display in the response to the customer Chapter 4 Using agent chat tools 179 Transferring chats When necessary you can transfer a chat to another agent during a chat session This feature is helpful when another agent has more experience with a specific topic than you do To transfer a chat to another agent 1 At any point during your chat session click the Transfer button on the ribbon The Select Names window opens Select Names Choose Transfer Method Transfer to gent Transfer to Queue Type Name or Select From List TII EM RequestProgress jew Figure 101 Select Names Window Tip Select the Transfer to Queue radio button if you are not aware of a specific agent who can accept the transfer RightNow Chat will then route the chat to an agent in the queue 2 When you see the agent you want t
138. down menu for example pixels Display Define the table s attributes in this section Border Enter the width in pixels of the table s border Cell Padding Enter the padding in pixels of the table s cells Cell Spacing Enter the spacing in pixels of the table s cells 6 Click the OK button to insert the table 7 To edit the table s properties right click the table and select Table Properties The Table Editor opens RIGHT NOW 130 Answers Chapter 3 Table Editor Caption Properties Caption Alignment Location M Table Properties Border Alignment mu v Width 9 Pixels O Percentage Background Color m Border Color Cell Properties Cellspacing 2 Cellpadding 2 Figure 65 Table Editor a Enter field information described in Table 27 Field Caption Properties Table 27 Table Editor Description Description Define the table s caption in this section Caption Type the caption of the table Alignment Click this drop down menu to select the alignment of the caption Your choices are Left Centered and Right Location Click this drop down menu to select the location of the caption in relation to the table Your choices are Top and Bottom Table Properties Define the table s attributes in this section Border Type the width in pixels of the table s border Alignment Click this drop down menu to sele
139. e organization of these tabs allows you to manage and edit information and quickly move between the tabs as you work with answers The information you can access on each tab depends on the permissions set in your profile Important f you make changes to fields on any of the answer record tabs or any of the windows opened through the record tabs you must save the answer in order for all changes on the record tabs to take effect If you close the record without sav ing changes those changes will be lost RIGHT NOW 94 Answers Table 12 describes the information contained on each of the answer record tabs Tab Content Table 12 Answer Record Tabs Description Description The following actions can be performed on the Content tab Fill in the keywords field Add notes to the answet Enter the question and answer fields Refer to Key answer fields on page 92 Change answer types to add answers Refer to Adding answers on page 98 e Switch between Source Mode and Design Mode For infor mation about creating HTML answers refer to Adding HTML answers on page 101 Insert sections in answers with restricted visibility Refer to Inserting conditional sections on page 136 Insert a link to another answer Refer to Inserting answer links on page 132 Merge similar answers Refer to Merging answers on page 138 Insert a hyperlink Refer to Inserting hyperlinks on pa
140. e Note Channel button next to Private Note under the Add button and select one of the following options No Channel By Phone By Fax or By Post 6 Type the customer entry or note in the text window Adding content to the response Chapter 2 RightNow Service has tools that help you save time eliminate mistakes and provide consis tent information to customers These tools include the ability to attach links to answers in the knowledge base insert the actual text of answers into the response search the knowledge base for specific answers to include and insert standard predefined text Note If you try to insert a link to an answer or text from an answer when no threads are open for editing the operation will fail because you have not specified an insertion point Adding SmartAssistant suggested answers SmartAssistant is a tool in RightNow Service that helps you find solutions to customer ques tions SmartAssistant evaluates the language of a customer s question and suggests possible answers You can then insert either a link to the answer or the actual text of the answer into your response To add SmartAssistant suggested answers 1 Click the Smart Assistant button on the Messages tab A list of possible answers is dis played with columns for ID Summary Weight Access and Status You can sort by any of the columns SmartAssistant Adding content to the response 37 ID Summary V Weight Access Sta
141. e WINS bounced MESSA ES surreta ex powers de Ra dod dn da 63 Finding answers using guided assistance llle 63 Aadne TDOCICODES 2 56 242179 3 5 95 40 Ge Aetio REUS A ES eet ese Aa 68 MANAGING OCU DS ues deoa ood pde icd sy eek eee bonds Qood po ete 70 ProBOSInp AGW els Len epa Cop een a a dba aduer les 70 Delete 186006 ntSs oon Vo EP re P en SRL RE uni aed bee 73 Reassigning and re queuing incidents ce e Te b reed ee kee ee 73 Chapter 3 ADMIS EESQu tessuti E A E E ues delegate e d vau qt tUa d qat 1d Seedine your knowledse base 25a red v ve qua qva ws vsu ae aude 76 Defining a process for publishing and reviewing answers 76 Creatine cf eerie AnS We ES ea ded a Staa Cod eo red eb eda bus ipe Yd Controlling answer Wsibuity 414 3 eie Tele pe se pud eroe ev Ss 79 VATES WEE SIA DIS c ecdetes does ceo ua ub tene AR doo oid henner testi tes eme diee TO Answet access Jevel aa i US Ld eae eed Sra ee ede EE E 80 WAIT OAC Cte dui since t aluet med Ge aad t EU eee den 80 Prod cts ANG Gate SO EIOS eseri e ET antes Ea aces 80 Conditopal Se ctlOLiS 24 9 4 54 aea E A EEEE T 80 Troubleshooting when answers are not visible lusus 81 OaS AW S e ni A A b gare Ua NO ue B E EEA o1 Rating answers through Solved Count ice eL exp eR RE ERE RES 82 NOI Or Solved COUN s ase etie dedo eee am edu dd eg 83 Maintains your knowledge AS 1 do od ddr ra edet edd 83 Evaluating customer tecdback 4426532004035 Pos RERO E wae aes 85 INC VIC WIN CANS
142. e You can right click any answer and select the same functions that are available on the ribbon Standard answer workspace RightNow Service provides a standard workspace for working with answers The workspace defines which fields are available what buttons display on the ribbon and how the informa tion is organized on the content pane Figure 43 is an example of the standard answer work space Chapter 3 Standard answer workspace 89 amp lal H a New Answer global_98_cfm RightNow CRM x Home bp Qx AH Oe Ae vi g pn 0 Save Save amp New Refresh Preview Check Validate E Spell Links Info Close Links Category Links X Delete Check T Save Actions _ Proefing Links and Info Answers New Answer 4b Answers Items lE Promos Deu Summary Status Private iv Language English US v Customize List Assigned Customer service Access Level Everyone iv Recent Items Faith Carson Content _Products Categories Tasks 0 Keywords Quick Search Contact Quick Search ane Type HTML URL O File Attachment Last Name Question Answer Quick Preview BAS C RA EES EE SS S lt br gt Normal Times New Roman gt 12pt SAVIB IVA x amp Answer Actions First Name Email Customize List eb Insert Answer Link Ea Conditional Section z Search Baj KnowledgeBase Ba Smart Merge HTML 2 Hyperlink Ba Image
143. e button to save your changes to the answer Tip If the answer contains conditional content and the customer has access to that level of privileged answet the conditional content will be visible on the Find Answets page You can see how the answer will appear to customers with different access lev els on the customer portal using the Preview functionality Refer to Previewing answers on page 147 Merging answers You can effectively manage the answers in your knowledge base by merging similar answers ot merging the content of one answer with another answer In addition merging answers will also merge any conditional sections Conditional sections will display as text in the appropri ate fields of the answer For information about conditional sections refer to Inserting condi tional sections on page 136 Merging answers using Smart Merge Answers can be merged with similar answers found in the knowledge base using the Smart Merge feature Smart Merge allows staff members to identity similar answers and merge them Merging answers provides your customers with more complete information and can help you eliminate duplicate answers lo merge similar answers 1 Right click the answer on the content pane and select Open 2 Click the Smart Merge button on the toolbox Chapter 3 Smart Merge Merging answers 139 Parent Answer Which phones are available for Global Wireless Include in Search Summary Key
144. e incidents on a daily basis in RightNow Ser vice Days and hours can be specified See also Default response requirements Response requirements The maximum time allowed in minutes in RightNow Service for inci dent response and resolution associated with a par ticular SLA See also Default response requirements and SLA Response time The maximum allowable time in minutes set by a service organization for ini tially responding to new incidents See also Default response requirements 299 Result grouping A feature in a report definition for selecting fields to group data by Result group ing provides a more organized view of a report Multiple levels can be defined for result grouping the more levels used the finer the detail will be Review One of the default answer statuses This status can be used to notify the knowledge engi neer when a public answer needs to be reviewed See also Answer status Ribbon All the tabs and buttons for taking actions and performing functions on an entire report individual records in a report or items in an explorer tree or list The buttons on each tab are grouped by related functions and each group is labeled The tabs and buttons on the ribbon change based on what is displayed on the content pane RightNow Analytics A business analytics soft ware that provides organizations with full visibility into all of their customer touch points across sales marketing service
145. e offering you free ring tone downloads To take advantage of this offer go to www ringtones example com and enter code Ring Me to order the tones you want at no charge Figure 131 Guide on the Offer Advisor Window To copy information in the guide to paste in the response right click in the Guide section and select Copy Or you can append the information to the response by right clicking and selecting Append To Thread Product Details The Product Details section contains information from the Sales Product Catalog about the selected product suggestion or the product for the selected promotion Promotions do not require an associated product if the selected promotion does not involve a product this sec tion displays Product Details are unavailable Product Details Extended contract available for 25 off with the purchase of one of Global wireless Mundo Conversa or Verden 9 series Figure 132 Product Details on the Offer Advisor Window To copy information in the Product Details section to paste in the response right click in the Product Details section and select Copy Ot you can append the information to the response by right clicking and selecting Append To Thread Chapter 6 Presenting offers 215 Presenting offers After you have opened the Offer Advisor window and reviewed the promotions and sugges tions you can select one to present to the customer You can revise the orde
146. e reasons for rejecting a lead Leaf level A level of product category or dispo sition that does not contain any sub levels Learned link Related answers that have a learned relationship as a result of customer activity Live Help A link on the Support Home page that customers can click to submit a request to chat with a RightNow Chat agent RIGHT NOW 252 Live Media bar tThe toolbar that displays when RightNow Chat CTI customer telephony integra tion ot both are enabled The Live Media bar allows agents to log in log out set their status or mode and manage chats ot calls Local settings The interface defaults in Right Now that control how and what information dis plays on the navigation pane and the content pane the interface color and tint toast notifications and report appearance including display and data set tings and column formatting Changes made by staff members to customize these settings affect only their workstations In addition staff members can return to the defaults at anytime Logical expression An expression that defines the relationship between report filters or business rule conditions The components of a logical expression are joined using Boolean logic and can be grouped and joined with AND OR and NOT operators Logical operators The symbols and gt that can be used in most search techniques in RightNow Service to explicitly find answers that have a word
147. ear on the customer portal close the Search Knowledge Base window and click the Quick Preview tab Chapter 3 Editing answers and related answers 145 6 Click the Save and Close button to save and close the answer Editing answers and related answers You can edit answers and related answers including sibling manually related and learned links When you edit an answer you can also change the information in related answers but keep in mind that editing answers can affect other answers associated with it You can also edit multiple answers at one time refer to Editing multiple answers on page 147 lo edit an answer 1 Right click the answer on the content pane and select Open e Answers Default S 2429 How do I order ause 4b Summary How dol order a user s manual for my phone Status Public v Language English US Assigned w Access Level Everyone v Content Products Categories Tasks 0 Details Attachments Audit Log Relationships Keywords Notes Answer Type HTML URL File Attachment Question Answer Quick Preview Aa Sa E E E E ILE Normal n Times New Roman Toolbox q TA Answer Actio How do I order a user s manual for my phone Insert Answer Link E Conditional Section a Search ba KnowledgeBase ba Smart Merge Design J Source Figure 7
148. eck Links Window Description Continued Column Button Description Status This column displays the status of the links The following statuses will display depending on the type of link being validated Valid This status is used only for hyperlinks and signifies that the links checker successfully visited the link destina tion e Broken This status is used only for hyperlinks and signi fies that the links checker attempted to visit the link desti nation but was unsuccessful Does Not Exist This status is used only for answer links and signifies that the links checker did not find the answer ID in the knowledge base Public Status Type This status is used only for answer links and signifies that the answer was found in the knowl edge base and is associated with a Public status type Private Status Type This status is used only for answer links and signifies that the answer was found in the knowl edge base and is associated with a Private status type Action This column displays the actions that can be performed on the link Currently Edit is the only action available Status Bar The status bar shows the progress of the validation process It is not an indicator of the validity of the links rather it is an indicator of the number of links being validated by the links checker Click this button to restart the validation process for all links dis played on the Check Links window 2 To edi
149. ect the appropriate queue 3 Click the Save and Close button to reassign or re queue the incident The incident is moved from your inbox to the agent inbox or selected queue RIGHT NOW 74 Incidents Chapter 2 79 3 Answers Customers use your site to find answers to their questions about the services and products your organization provides To assist your customers in finding the information they are looking for you can create answers to common questions and post them on your customer portal As a result you will be able to provide a better customer experience because your cus tomers will be able to quickly find the answers to their questions RightNow Service provides you with the tools for creating and publishing effective answers You can format answers to include links tables graphics and other features making your support site more interactive and visually appealing In addition RightNow Service provides you with a revolutionary method of knowledge base management that enables you to over come the critical problems associated with a manually constructed knowledge base Mainte nance of your knowledge base is minimized because of automated processes that learn from customers using your site then automatically rank answers and display the most useful answers first In this chapter Seeding your knowledge base Describes how to establish processes for publishing answers including how to create effective answers
150. ed by the Contact Upload feature to map columns in a CSV file to columns in the RightNow database See Contact Upload Content Library A component for creating content that can be used in mailings web pages and surveys Content includes documents tracked links files templates and snippets Content pane The area on the right side of the RightNow Console where staff members work with items selected from the navigation pane This includes administration items reports individual records and explorers Content pane tabs A way for staff members to switch between the items currently open on the RightNow Console Content pane tabs display at the top of the content pane Staff members can click a tab to return to a report or item or right click a tab and select from Open in New Window Close Close All But This and Close All Context sensitive answers A subset of Smar tAssistant that allows organizations to construct special Related Answer links from any web page to provide additional information to their customers See also Help access level 243 Control A tool for placing titles spacers reports and other advanced features on a work space CRM state Sce State crontab A UNIX command used to schedule when processes including utilities are automati cally run crontabfile A UNIX file that contains and stores the scheduled processes Cross tab A method of displaying report data in a table format
151. ed bar signifies that your connection to the RightNow server is poor A symbol with white bars covered by a red circle signifies that you are logged out of RightNow Chat To log in to RightNow Chat 1 2 Click the Communication Center button on the navigation pane Double click Chat Agent Home or Chat Supervisor Home in the navigation list Chat Agent Home or Chat Supervisor Home opens on the content pane Click the Login Chat button on the Live Media bar Click the Agent Status drop down menu and select Available Tip Your RightNow administrator can configure your profile so that you are auto matically logged in and available to chat after logging in to RightNow RIGHT NOW 162 Chapter 4 RightNow Chat f C Report Chat Agent Home global_98_cfm RightNow CRM al laa Home Page Setup Home Display Page Setup x B A 4 Page Header v Page Footer Print Size Landscape Margin Print to Fit Print E Communication Ce Live Media Bar Communication Center items 2 x il x x amp Notifications ue M d dus 2 Chat Agent Home Logout Chat Unavailable RequestChat CancelRequest Connectivity Customize List Chat AgentHome db Recent Items z B Chat ID State Chat Time Total Time Customer Question Quick Search 7 There are no items to show in this view Incident Search v Reference Last Recorded Data Avg Message Response Time secs Eng
152. ed minutes Contact SmartSense Em a Staff SmartSense Emm 2m Response Chad Hubbel 10 04 2005 11 47 AM PDT Thanks for contacting Global Wireless We are happy to help you with your problem have reviewed your question and have an immediate answer for you Thanks again and have a great day Customer 10 03 2005 09 41 AM PDT Do you have a plan with unlimited minutes Response Rhonda Moreira 10 03 2005 09 37 AM PDT Thanks for contacting Global Wireless We are happy to help you with your problem have reviewed your question and have an immediate answer for you Thanks again and have a great day Customer 10 03 2005 08 44 AM PDT Do you have a plan with unlimited minutes Figure 137 Viewing an Archived Incident Viewing archived incidents 225 Table 40 describes the display of field information for archived incidents Sidebar Tab Incident sidebar Table 40 Archived Incidents Description Description Displays the incident reference number the staff member and queue the incident was last assigned to the interface name and any other information that applies to the incident such as product cat egory and incident disposition Messages Displays the incident thread this is the active tab Details Displays the source of the incident and any custom fields associ ated with the incident Audit Log Displays the history of all actions taken on the incident by the inci dent originator agents
153. efer to page 189 RightNow Chat for customers Contains the steps that customers follow to chat with an agent This section describes RightNow Chat from the customer s perspective Refer to page 193 RIGHT NOW 156 RightNow Chat Adding chat reports to navigation sets Before chatting with customers you need to add the Chat Agent Home or Chat Supervisor Home dashboard to your navigation set By adding a chat report to your navigation set you can view chat queue statistics and agent statistics Note You must have Customize Navigation Set permission in your profile to custom ize your navigation set For more information contact your RightNow adminis trator To add a chat report to a navigation set 1 Click the Communication Center button on the navigation pane r live global_95_cfm RightNow CRM NI Home Communication Center Lve Media Bar eee Communication Center tems 2 q 0 8 Login Chat Logged Out RequestChat CancelRequest Connectivity Customize List 4 Customize List Recent Items x v fa Home 473 Re Analytics BE contacts y Answers Ov OH A 5 v Logged in as Edward Lang RY Online 100 WU om Figure 84 Communication Center Navigation List 2 Click Customize List under Communication Center Items on the navigation pane The Customize List window opens Chapter 4 Adding chat reports to navigation sets
154. eleting incidents 73 Deleting incidents If your profile gives you permission to delete incidents the Delete button is enabled on the ribbon When you delete an incident you permanently remove it from the knowledge base To delete an incident 1 To delete an incident when the incident is open press the Delete button A message asks you to confirm deletion of the incident Or To delete an incident from an incidents report right click the incident and select Delete gt Incident 2 Click the Yes button to delete the incident Reassigning and re queuing incidents You might need to assign incidents from your inbox to another staff member or move them back into a queue The following situations commonly require you to move incidents your manager may have other guidelines as well You log out for the day Io avoid having unresolved incidents sitting in your inbox when you leave for the day you might want to assign them to another staff member or place them back in a queue You are assigned an incident you should not have received When an incident is incorrectly assigned you can assign it to another agent or group or move it to the cor rect queue Jo reassign or re queue an incident 1 Right click the incident on the content pane and select Open gt Incident 2 Click the Assigned drop down menu and select the appropriate group or staff member Or Click the Details tab click the Queue drop down menu and sel
155. ence Refer to Chat ribbon on page 166 Using agent chat tools 185 Co browsing with a customer RightNow s co browse feature allows you to guide a customer through a web page using your mouse pointer to demonstrate actions In effect you take control of the customer s web browser to show the customer rather than tell the customer Co browse will help eliminate the confusion that can arise when giving instructions to customers through dialog or text Co browse is also effective for assisting customers in filling out forms or completing a sale Note Your RightNow administrator must enable co browse before you can begin a session with a customer In addition you can engage in only one co browse ses sion at a time lo co browse with a customer 1 While chatting with a customer click the Screen Sharing button on the ribbon A message informs you that a request is being sent to the customer to start a co browse session 2 Click the OK button After the customer allows the co browse session to start the chat transcript is updated with a link so you can view the customer s desktop John Doe 799 Engagement Incidents Co browse m Transcript Hi my name is Ed Lang How may help you 12 34 12 PM 00 00 02 Waiting for the customer to accept the desktop screen sharing invitation 12 37 45 PM 00 03 36 Customer accepted the desktop screen sharing invitation Please wait while the session is 12 38 38 PM started 00
156. ent Depending on how your RightNow administrator has configured your application you may be required to enter time billed every time you edit an incident or before you can set an incident status to Solved lo add time billed to an incident 1 Right click the incident on the content pane and select Open gt Incident 2 Click the Time Billed tab The tab contains the number of time billed entries associated with the incident in parentheses next to the tab name Messages Contacts Details Time Billed 3 Tasks 0 Organization Session 0 E Attachments Audit Log Add New m Open 3K Delete Options Date Created Billed Minutes Account ID Billable Task ID Action 01 10 2008 01 09 PM Oh 12m Faith Carson Email Open Delete 01 10 2008 01 23 PM Dh 7m Faith Carson Telephone Open Delete 01 10 2008 01 45 PM oh 4m Faith Carson Email Open Delete Total Oh 23m Figure 20 Time Billed Tab 3 Click the Add New button to open the Time Billed window RIGHT NOW 50 Incidents Time Billed Date 01 06 2009 10 05 AM Billed By Faith Carson vl Billable T ask Telephone Duration J Hours 0 Minutes Notes Figure 21 Adding Time Billed to an Incident 4 Enter field information described in Table 7 Table 7 Time Billed Window Description Field Description Date The default is today s date Click the drop down menu to open the current month s calendar and select a date
157. eport users select different run time filter values and output variables in the report bypassing the Search window RIGHT NOW 246 Document The material used in a survey mail ing or served as a web page that can contain text snippets conditional sections based on contact fil ters merge fields links and web forms DomainKeys DK A form of email authentica tion that uses a cryptographic signature to verify that an email message originated from a specific organization DomainKeys differs from DKIM authentication primarily by the email headers used to generate the signature DomainKeys Identified Mail DKIM A form of email authentication that uses a cryptographic signature to verify that an email message originated from a specific organization DKIM differs from DomainKeys authentication primarily by the email headers used to generate the signature Dormant incident An incident that is not returned when performing word or phrase based searches After remaining in the Solved status for a specified time incidents become dormant to ensure that the knowledge base is populated with the most useful and timely information Draft The preliminary status of a mailing or sur vey When a mailing or survey is created it is set to the Draft status The status will also return to Draft if the mailing or survey s schedule is can celed Drill down To start at a top or general level and become more specific at e
158. er to Conferencing another agent into your chat on page 182 Change Lead Role Chapter 4 Click this button to select the lead chat agent Note You must be involved in a conference session for this but ton to be enabled Chat Sessions workspace overview 167 Table 35 Chat Ribbon Description Continued Group Button Desctiption Incident Add to New Incident Click this button to create an incident from the chat session while the chat is in progress or after you have entered wrap up mode Refert to Creating incidents from chat sessions on page 187 Add to Incident Click this button to add the chat correspondence to an existing incident For information about incidents refer to Adding inci dents on page 68 Opportunity New Opportunity Click this button to create an opportunity from the chat session while the chat is in progress or after you have entered wrap up mode For information about opportunities refer to the RzghtNow Sales Administrator and User Manual Offer Advisor Click this button to present an offer to the customer For informa tion about Offer Advisor refer to Opening Offer Advisor on page 210 Note This button will not be enabled unless your RightNow administrator has enabled Offer Advisor Chat contact fields After you accept a chat request read only customer fields display at the top of the content pane Much of the information listed is also provided i
159. er access level The second factor that affects visibility of answers is the access level Access levels determine whether customers can view answers on a pet interface basis If an answer is set to an access level that has customer visibility on one of the interfaces then that answer will be viewable by everyone on that interface provided the remaining fields also allow visibility If an access level does not provide visibility to customers for a certain interface access can still be given to spe cific contacts by assigning them SLAs that allow privileged access One of the default access levels for answers is Everyone This access level allows all custom ers to have access to the answer on all interfaces Language Answer visibility is also determined by the language assigned to it If assigned to a specific lan guage an answer will only be visible on the interfaces using that language as long as the answer status and access level also allow visibility Products and categories The visibility settings for the products and categories associated with the answer will also affect the visibility If the answer is assigned to a product or category that is not visible to cus tomers on a particular interface the answer will also not be visible to customers unless it is assigned to another product or category that is visible on the interface In other words if you have an answer that is assigned to two products and one of the products is not
160. er answers viewed during the same session Through the SmartAssistant feature RightNow Service suggests answers to them based on the RIGHT NOW 82 Answers historical relationships of that answer to other answers in the knowledge base The suggested answers appear as learned links on the Relationships tab Refer to Managing answer relationships on page 117 gt Implicit ranking The click track data is also used for answer ranking Each time an answer is viewed by a customer or suggested by an agent its solved count is increased Rating answers through Solved Count Chapter 3 The Solved Count feature collects information about the usefulness of answers in your knowledge base and uses this data to rank your answers Implicit data is compiled by how customers select and view answers explicit data is compiled by how customers rate the effec tiveness of individual answers Both long term and short term solved counts are used to cal culate the score Solved counts from the customer portal account for 75 percent of an answet s score and agent solved counts for 25 percent Using the solved count values RightNow Service can dynamically rank the answers by their usefulness and present custom ers with the most effective answers first Note By default the Solved Count feature is enabled An answet s score value is a calculated value equal to the answer s solved count combined with any fix at positions specified for t
161. er nested sections Customers with privileged access to Platinum access level answers will be able to view the answer and all Platinum nested sections because Platinum is the outermost section However a customer with only Silver access level permissions will be able to view the answer but not any of the nested sections because the outermost section 1s associated with an access level the customer does not have permissions to view Important RightNow allows unlimited nesting levels However we strongly recommend that you limit the nesting levels to three inner sections To insert a conditional section 1 Right click the answer on the content pane and select Open By default the Question tab is active 2 To add your conditional section to the answer portion click the Answer tab 3 Click the Conditional Section button on the toolbox The Access Levels window opens 4 Select the access levels you want to assign to the conditional section 5 Click the OK button The Conditional Section text box will appear on the Answer tab Inserting conditional sections 137 e Answers Default 9 977 Which phones have tex Summary Which phones have text messaging Status Public i Language English US Assigned y Access Level Everyone v Content Products Categories Tasks 0 AuditLog Relationships Keywords emine iS Conversa Mundo Verden
162. ers and be less visible to cus tomers Alias A word that represents another word or phrase Aliases and the words or phrases they rep resent can be added to the synonym list to enhance customer searching See Wordlist file Anchor A node on an action or decision in a campaign used to create a path Actions and deci sions have anchors for incoming and outgoing paths Anchor also refers to a destination for hyperlinks placed at locations within documents for use in mailings and questionnaires for surveys and in answers when linking to another answer Announcements box A white board or memo box on the Support Home and My Overview pages for displaying information to customers such as upcoming product releases or marketing information Announcement boxes can be enabled ot disabled and the text can be customized Answer Any knowledge base information that provides solutions to common customer support questions Answer access level A method of controlling what information is visible to staff members and customers The default answer access levels are Help and Everyone and custom access levels can be added Answer custom field A field for gathering and displaying additional information about answers Answer custom fields appear when adding or edit ing an answer and on the Find Answers and Answet pages Answer relationship tThe relationship between two ot more related answers Answer relationship types include s
163. ers should contain an adequate amount of text that explains the issue With limited text there will be very few indexed words for the answer and the words that are indexed cannot fully represent the context of the answer As a result the answer may be difficult to find during text searching With too much text over two pages you run the risk of writing about several topics and covering too broad of a con text The resulting set of indexed words may not span the entire text of the answer In effect the answer can be found during dissimilar searches in which that answer 1s not relevant Write a concise summary The quality of the summary meaning how closely it sum marizes the contents of an answer is critical to the effectiveness of the answer and affects its display position how it links to related answers and how it is grouped with similar answers On the Find Answers page customers will choose to open and read or skip over an answer based on the summary Without a concise summary customers may not open the answer which directly impacts its display position and how it 1s linked with other answers The summary should state what the customer can expect to learn by reading the answer or what question will be answered Create explicit keywords Sometimes you may not be able to capture the entire con tents of an answer in the one sentence summary The Keywotd field 1s an additional field not viewable by customers used during keyword in
164. es John Doe says 02 36 01 PM 00 01 01 That sounds great Brendan Foster says 02 36 13 PM 00 01 13 One moment please Private Private Render as HTML Render as HTML Leave as plain text Leave as plain text Figure 107 Invitation and Conference Invitation Windows You and the agent can chat before the other agent accepts or declines the conference request The customer cannot view text on the Invitation and Conference Invitation win dows because the Private check box is selected by default Caution If you clear the Private check box all internal chat correspondence is displayed to the customer RIGHT NOW 184 Chapter 4 RightNow Chat Invitation X i The conference invitation has been received by the invited agent Discuss the conference details here The messages you enter in this window are private and will not be seen by the customer Click Cancel at any time to cancel the invitation Transcript Brendan Foster says private 02 33 11 PM 00 04 15 Would you mind joining this chat Chad Hubbel says private 02 33 17 PM 00 04 21 No problem Compose Private Render as HTML Leave as plain text Cancel Conference Invitation t3 B This conference invitation has been sent to you by another agent Discuss the conference details here The messages you enter in this window are private and will not be seen by the customer Click Accept to accept or Dec
165. escription Click this drop down menu and select a language Note If your site has multiple interfaces for different languages be sure you have also selected the interface that uses the language you want used in the response to the customer SLA Instance Click this drop down menu to credit the incident to an SLA instance that has been applied to the contact or the organization to which the contact belongs Refer to Understanding SLAs on page 26 for information about applying SLA instances and credit ing incidents to them Queue Click this drop down menu and select a queue into which to move the incident from your inbox Refer to Reassigning and re queu ing incidents on page 73 Custom Fields Adding responses If your RightNow administrator has added incident custom fields b 8 gt you can enter that information on the Details tab The incident thread which displays communication between the customer and agent is located on the Messages tab shown in Figure 9 The type of entry customer entry response ot private note is indicated by color coding on the tab On a new incident the default entry type on the standard incident workspace is Customer Entry the default channel is By Phone when editing an incident the default is Response Using the View drop down menu you can filter displayed threads by type use the Sort menu to display threads by descending or ascend ing date Chapter 2 Adding
166. etails And formatting answers is easy with RightNow s HTML editor which allows you to create links tables and graphics and use other HTML features without prior HTML knowl edge As a result your support site will be more interactive and visually appealing Answers reports When you click the Answers button on the navigation pane the navigation list displays all of the reports and items added to this button by your RightNow administrator The Answers button plus all the other buttons you have access to are part of the navigation set defined in yout profile Answers reports can be placed in other navigation lists not just the Answers navigation list And if you have permission to customize your navigation set you can add other items includ ing any reports you have permission to access to your Answers navigation list or any of your lists Double clicking any answers report displays the report on the content pane Figure 42 is an example of the Answers Default report RIGHT NOW 88 Answers C Answers Default global_92_cfm RightNow CRM m x Home Display Page Setup x Ee By Print X Delete Q Q EM G Alsort wl 3 Forward Li Copy SRollups Tom H3 Default Settings uto Open New pem PreviewAnswer Search Refresh Reset ga ees oe ij Ass Record Data Set Analyze Report Answers answers Default 4b Answers items Answer ID Summary Language Accesslevel Status
167. ew ccce ees 165 Chap MOO a ida es Mum sere S oe ae Eee LUE 166 Chat contact HO lois cocus doe at Grm aint at Ros e ees Rs 167 Chiat SeSSi n Workspace ADS oua d dus Latuet dade dcs decies 167 Ghattinb St i Customers oa q beg pa Soa ERE RE EP Ebr EE Abr d 168 Usus ao a COO pos wewecar ahem yes was ne aoe X a cn 171 Viewine CUSLOME IDIORIDAHODS sah Jot eee det as 171 Dear chine for coDntaebiTecoFd Ge wees Metab poe eee tie utet 15 Accessing SmartAssistant suggested answers 000000 173 Searching the kno wledee DAs 4 13 03 eese ph eder dunes 174 Inscrrnp Standata 1X sot iene ethene peace bete ens 177 Sending plain text in a chat responses ce qe Se E redes 178 DAR SHEMINO CHAS sso deb ete pure se weed eee habeas as ws 179 Conferencing another agent into your chat 05 182 Co biow sine with CUSEORIEE 2 9 S4 eaae anak Ear GRE brad 185 Creatine incidents from chat sessions sus eoa d doe echoes retener 187 RightNow Chat for supervisors a eo eee Vio Mead Eure ada 189 Chiat supetyisot OVeb VIeW av eed Sede GUS AV Se ede 189 MOBtOUDS Chats cia iene belt ee dodi une d bios ederet 191 RightNow Chat fot Gusto ES ecclesie ido he eles det dnte 193 Chatino soutien abeo odad t rece Ger sth hes ease ese EAE 193 Chat customer e CODEC veces f Uo To oe E ac heat a eh oe 196 Chapter 5 Cloud MOBITOE cie i Daytona b dina ee iat era eo eed bate 197 Contiouring Cloud MORITOE 5 dno Ginn ded dort wi Ook tron des 198 Adding
168. for a description of the information available when you access archived incidents Note Archived incidents will not appear unless your incidents have been archived by RightNow Hosting To schedule a time to have your incidents archived submit an incident to technical support at http crm rightnow com After an incident has been archived it will be available through the Archived Incidents component or through the Incidents tab of the contact record the incident is associated with The following procedure assumes you are accessing archived incidents through the Archived Incidents component To access archived incidents 1 Click the navigation button that contains the Archived Incidents component Contact your RightNow administrator if you are unsure of this components location 2 Double click Archived Incidents Chapter 7 Toolbar 221 s Archived Incidents global 88 cfm RightNow CRM emei Home E p Close Editor Incidents Archived Incidents x Incident Items Q Incidents Q Archived incidents Customize List Recent Items Records Found Reference Subject A v y Answers E SMa y Logged in as Faith Carson Ronin 1009 y em Figure 134 Accessing Archived Incidents Important When you open the Archived Incidents component no records will be dis played You must perform a search to display archived incidents For informa tion about searching for archived incide
169. for answers to add to the current thread click on add as link or add as text to insert the answer link or text Multiple entries may be added Filters j Type Product Hierarchy Category Hierarchy Date Updated Biev al a v Novale to No Value 3 C Relative C Relative Access Level Phrases Similar Phrases Exact Search Complex Expression User Access Answers 0 Summary Date Updated Access Level Action There are no items to show in this view Figure 13 Searching the Knowledge Base for Answers RIGHT NOW 40 Chapter 2 Field Incidents To search for answers by type click the Type drop down menu and select the Public or Private check boxes or both By default Public is selected To filter answers by product click the Product Hierarchy drop down menu and select the products you want the returned answers to be associated with By default all products are selected To filter answers by category click the Category Hierarchy drop down menu and select the categories you want the returned answers to be associated with By default all catego ries are selected To filter answers by the date they were updated you can select either a date range or a time period a To select a date range click the calendar on the left and select a start date Then click the calendar on the right and select an end date b To select a time period select the Relative check box Then select the offset and units fo
170. for errors archive the current tule base and convert the edited rule base to the active rule base See Business rules and Rule base 237 Active One of the default opportunity statuses and status types An opportunity with the Active status is currently advancing in the system toward a sale Add in A custom NET component that is loaded and activated by RightNow to add new fea tures and integration capabilities Add In Manager A utility for adding updating and deleting add ins in RightNow The Add In Manager is also used to set add in permissions for each RightNow interface See also Add in Administration buttons The buttons on the navigation pane associated with RightNow s administration options Common Configuration Service Configuration Marketing and Feedback Configuration and Sales Configuration Clicking a button displays that option s list of administration items Administration interface The graphical user interface that staff members use to configure manage and wotk with all elements of a RightNow application See also RightNow Console Administrator 4A staff member who configures customizes and maintains a RightNow applica tion RIGHT NOW 238 Administrator login The default login used by the RightNow administrator to log in the first time after downloading RightNow This special login is not a defined staff account and has no profile asso ciated with it After logging in w
171. from Public to Review Also by default if an answer is not viewed by customers the answet s solved count will reduce to zero and the sta tus of the answer will change to Review Refer to Aging of Solved Count on page 83 Tip To maintain information about a particular topic in one answer use the Notes field to store upcoming information or material you are currently editing Identifying content holes You should actively investigate material for new answers by reviewing recently submitted incidents Agents may become overwhelmed with assistance requests and despite their best intentions they may forget ot not have enough time to propose new answers By continually capturing questions submitted by your customers and crafting new answers that solve those questions you can publish answers for the most relevant and current issues RIGHT NOW 86 Answers As you search the most recently solved incidents view the session logs to see if customers searched or viewed any answers before submitting their incident In this way you can locate answers that are incomplete or need updating For more information refer to Viewing the Session tab on page 54 Tip Before creating a new answet search for existing answers that cover the topic You can avoid duplication by updating an existing answer rather than creating a new one Evaluating answers using service analytics RightNow Service has several standard reports that track cus
172. g files and click the Add Files button to upload the selected file and attach it to the response Note Response files are not attached to the incident but are sent only one time with the response Customers can click the link in the email to open the file In contrast to response files incident files are associated with an incident using the procedures described in the RzghtNow User Manual These files are not sent with the response unless you specify that they be sent but can be opened by the customer from the My Questions page after logging in to My Stuff Chapter 2 Finding answers using guided assistance 63 Viewing bounced messages If a customer does not receive your response due to a bounced message a View Bounced Message button will display on the Response header Response 9 63 l View Bounced Messages button Figure 31 View Bounced Messages Button To view a bounced message 1 Click the View Bounced Messages button on the Response header The Bounced Mes sages window opens displaying full text copies of each bounced email Bounced Messages liJ Below are full text copies of each bounced email Return Path lt gt X Driginal T o mwaldron bighom rightnowtech com Delivered To mwaldron amp bighorn rightnowtech com Received from pobox rightnow com rt boz 0202 rightnowtech com 192 168 28 212 by bighom rightnowtech com Postfix with ESMTP id 2C2B36D 4130 for lt mwaldron bighorn
173. g for contact records You can also access additional information about the customer using the Contact Search fea ture For example if the customer has a contact record in the knowledge base you can see any organization association and where the customer is located Live Media Bar 2 4 x alll Logout Chat Available RequestChat CancelRequest Connectivity John Doe 799 4b Fus Name BER Pus Pilote mi Contact search LastName Doe Date Requested 06 29 2003 03 02 PM Email jdoe example com Interface global Question Queue RightNow Live Default Queue Incidents Hi my name is Ed Lang How may help you 03 03 04 PM 00 00 00 Figure 95 Contact Search feature Using agent chat tools 173 To search for a contact record 1 Ifa contact record exists the customer s name will appear in the Contact field Click the customer s name and select Open to open the contact record Depending on your profile permissions other options Change Add New Print and Clear will also be available For information about adding and editing contacts refer to the RzghZNow User Manual Or If a contact record does not exist for the customer the Contact field will be blank Click the Search button to the right of the Contact field to open the Contact Search window For information about searching for contacts refer to the RzghtNow User Manual E F John Doe global_98_cfm Righ
174. ge 125 nsert an image Refer to Inserting images on page 127 Insert a table Refer to Inserting tables on page 128 e Manage anchors Refer to Managing anchors on page g ging pag 134 Products Categories Chapter 3 The following actions can be performed on the Products Catego ries tab e Select products to associate with an answer e Select categories to associate with an answer For information about associating products and categories with an answet refer to Associating products and categories on page 111 Answer record tabs 95 Table 12 Answer Record Tabs Description Continued Tab Description Taske The following actions can be performed on the Tasks tab e Add new tasks or assign existing tasks to the answer e Open copy delete forward or print tasks associated with the answer e Mark tasks as complete e Attach files to a task Refer to Adding tasks on page 112 Note The number of tasks assigned to the answer displays in parentheses on the Tasks tab Details The following actions can be performed on the Details tab Fill in answer details including Display Position Review On Notify Subscribers and Publish On e View any answers reports assigned to the current work space Refer to Adding answer details on page 115 Attachments Attach files to an answer and view file attachments Refer to the RightNow User Manual Audit Log View
175. ge to appear as Height Type the height in pixels you want the image to appear as Border Type the width in pixels of the image s border Alignment Click this drop down menu to select the image s alignment Left Middle Right Top or Bottom 4 Click the OK button to insert the image RIGHT NOW 128 Answers Inserting tables You can insert a table in your HTML and define the number of rows ot columns and its bor der properties cell padding and cell spacing To insert a table 1 Right click the answer on the content pane and select Open 2 Click the Table button on the toolbox The Insert Table window opens Insert Table Figure 63 Insert Table Window 3 On the Quick tab click and drag on the grid to define the number of rows and columns in the table 4 Click the Advanced tab Chapter 3 Inserting tables 129 Insert Table Size Rows N h lt gt lt Columns Table Width 4 Display lt gt Border Cell Padding I Cell Spacing Figure 64 Advanced Tab on the Insert Table Window 5 Enter field information described in Table 26 Table 26 Advanced Tab on the Insert Table Window Description Field Description Size Define the size of the table in this section Rows Enter the number of rows in the table Columns Enter the number of columns in the table Table Width Enter the width of the table and select the unit from the drop
176. ges the value of the variable all answers containing that variable will also change To insert a variable in an answer In the Question or Answer field of an answer type a dollar sign followed by the variable name For example if your RightNow administrator added a contact variable for a support email address at your organization you can insert the variable for the email address in the answer such as Contact If the email address changes all answers containing the contact variable will be updated The assigned value will be displayed when customers view the answet Important Because variables are case sensitive you must type the variable name exactly as it is defined Contact your RightNow administrator for a list of variables defined for your application Previewing answers Before making an answer available to customers you can preview it on the customer portal to ensure everything is accurate You can verify that the answer and answer sections appear as you anticipated by viewing the answer with different access levels selected For information about answer visibility refer to Controlling answer visibility on page 79 To preview an answer 1 Right click the answer on the content pane and select Preview RIGHT NOW 148 Answers ES Answer Preview File Access Level Why is my phone disconnected U Why is my phone disconnected U There might be a variety of reasons for thi
177. ghtNow Service provides help through standard text suggested answers and the ability to search the knowledge base You define specific information about the incident such as the staff member it is assigned to the associated products and categories and the status and disposition of the incident Working with incidents also gives you the ability to add or update contact information track the amount of billable time you spend on the incident add or edit tasks related to the inci dent attach files to the incident view all actions taken on the incident and present promo tional offers to the customer You might also want to propose the incident as a permanent answer in the knowledge base this allows customers to view the answer without being required to submit an incident Incidents reports Chapter 2 When you click the Incidents button on the navigation pane the navigation list displays all of the reports and items added to this list by your RightNow administrator The Incidents but ton plus all the other buttons you have access to ate part of the navigation set defined in yout profile Incidents reports can be placed in other navigation lists not just the Incidents navigation list And if you have permission to customize your navigation set you can add other items includ ing reports you have permission to access to your Incidents navigation list or any of your lists Double clicking any incidents report displays the report on
178. he Question and Answer tabs When validating a URL answer the broken links checker scans the URL field lo validate links in an answer 1 While editing an answer click the Check Links button on the ribbon The Check Links window opens and link validation begins RIGHT NOW 150 Answers a3 Check Links iJ Checks all the outgoing links for this answer This includes hyperlinks and links to other answers Name Target Status tion Support site http crm rightnow com Valid i Warranty information http crm rightnow com warranty Broken Bronze plan information Answer 2342 Does Not Exist Gold plan information Answer 1124 Public Status Type Calling plan information Answer 2014 Private Status Type i Link Validation Complete Figure 80 Check Links Window Table 32 describes the columns and buttons on the Check Links window Table 32 Check Links Window Description Column Button Description Name This column displays the name of the links that have been checked for validity Note If a link does not have a name this column will be empty Because links in URL answers do not have names associated with them this column will be empty for all URL answers Target This column displays the links that have been checked for validity Note Hyperlinks will open in a new browser whereas answer links will open in the Answer Preview window Chapter 3 Validating answer links 151 Table 32 Ch
179. he answer in the Display Position drop down menu when adding or editing an answer For more information about the options available refer to Adding answer details on page 115 e Implicit ratings Implicit ratings are gathered as customers view answers If a cus tomer views an answer the solved count of the first answer is increased but not as much as the second viewed answer In other words the answer that the customer views last receives the largest solved count increase Previously viewed answets receive a smaller increase 1n their solved counts The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customer s ques tion Explicit ratings Explicit ratings are gathered from the response to the question How well did this answer your question option This question is displayed on the Answer page on the customer portal Maintaining your knowledge base 83 Aging of Solved Count Over time an unused answer s solved count will gradually decline or age For example if an answer has not been viewed for thirty days the default setting the solved count will auto matically be reduced The solved count of unused answers also declines at a constant rate over time Ultimately if an answer has not been viewed for an extended period of time the answet s solved count can reach zero When you first create an answer its rank in the knowledge base will be low thereby making it
180. he date of the initial response the date of the last response the closed date the staff member who created it and the incident ID If the incident is in a rules state or has an escalation level that information also appears Incident fields When you work on an incident the content pane contains incident fields and record tabs The following incident fields are available on the standard incident workspace e Subject Reference e Status Assigned Disposition Contact Organization Name Product Categoty Some of the fields are required by default and your RightNow administrator may require that other fields also be completed You must complete any field marked with a red label and asterisk before you can save the incident The incident fields area of the standard incident workspace also includes a flag that allows you to define the incident s priority and type a mes sage regarding the incident RIGHT NOW 20 Incidents 9 080109 000014 E Subject Reference 0801 09 000014 Contact Status Unresolved v Organization Name _ Assigned Customer service Product Faith Carson r No Value Disposition No Value v Category No Value Figure 3 Incident Fields Note Notice that the Reference and Organization Name ate read only fields The reference number is automatically assigned by RightNow and the organization
181. he hyperlink and be directed to either an internal or external URL To insert a hyperlink 1 Right click the answer on the content pane and select Open The Hyperlink Editor opens 2 Click the Hyperlink button on the toolbox Hyperlink Editor External Link Link Text Target Figure 61 Hyperlink Editor RIGHT NOW 126 Answers Chapter 3 3 Enter field information described 1n Table 24 Field External Link Table 24 Hyperlink Editor Description Description Select this radio button to add a link to an external web page Note The External Link radio button is selected by default Internal Link Select this radio button to link to an answer Note You can also use RightNow Service s answer link function ality to link from one answer to another Refer to Inserting answer links on page 132 Link Type a valid URL to the page you are linking to Note To verify the URL you typed is accurate click the Open URL button to the right of the Link field A web browser will open to the URL you specified If you enter an invalid URL an error message will open Caution If the link is to a non HTML page for instance a file type a security warning opens Verify that the link is directed to a trusted source before you click the Yes button to continue Text Type the text you want to appear to customers Note If this field 1s left blank the URL in the Link field wil
182. his check box to display a toast notification whenever a new chat request arrives Note This option is selected by default Incoming Chat Text Incoming Chat Text Notification options apply only to existing Notification chats that are updated by the customer Flash Window Select this check box to flash the minimized window on the Win dows task bar whenever a chat is updated by the customer Note This option is selected by default Play Sound Select this check box to enable sound alerts whenever the chat is updated by the customer Color Window Select this check box to change colors on the customer tab as time passes to alert you that you need to respond to the customer Note This option is selected by default If this option is not selected a colored icon will display on the customer tab whenever the customer updates the chat session 5 Click the OK button to save your chat notification settings Chapter 4 Chat Sessions workspace overview 165 Chat Sessions workspace overview As an agent your main role is to chat with customers and access tools to answer their ques tions This is accomplished through the Chat Sessions workspace It is important to familiar ize yourself with the Chat Sessions workspace before chatting with customers Note Figure 91 shows the Chat Sessions workspace for an agent after accepting a chat request from a customer Note the customer s name on the content pane tab What you see ma
183. hones are available For Global Wireless How do I order a user s manual For my phone Silver plan information Prepay Plan information Gold plan information Why is the call sometimes interrupted Platinum plan information How do I change my address What is airtime What to do in an emergency How do I change the DMCA chip in a V100 V200 or 300 cellphone How do I replace the batteries How do I dispose of old cellphones Why do my batteries last such a short time What is the procedure if a cellphone is lost or stolen Date Updated 10 10 2007 09 42 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 10 2007 09 34 AM 10 10 2007 09 13 AM 10 10 2007 09 49 AM 10 02 2007 09 55 AM 10 10 2007 08 55 AM 10 02 2007 09 42 AM 10 10 2007 09 10 AM 10 10 2007 09 10 AM 10 11 2007 10 30 AM 10 10 2007 12 39 PM 10 10 2007 12 40 PM 10 10 2007 10 08 AM 10 10 2007 09 44 AM 10 11 2007 10 30 AM 10 02 2007 08 51 AM 10 10 2007 09 05 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 10 2007 09 12 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM a Access Level Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Action Add as Link Add as Link Add as Link Add as Link Add as Link Ad
184. ibling manually related and learned link Sibling and manually related answer relation ships are defined by staff members learned link answers are automatically defined through cus tomer activity Answer status A method of controlling the visi bility of an answer The default answer statuses are Public Private Proposed and Review and custom answer statuses can be added Answet status type Ihe status of an answer that determines whether it can be viewed by cus tomets The default answer status types are Public and Private Answer type Ihe format in which answers are displayed to customers Answer types include HTML URL and file attachment See File attachment answer HTML answer and URL answer Answet update notification A way for custom ers to sign up to be notified whenever a particular answer is updated Customers can also sign up for notification whenever any answer associated with a specific product or category is updated API application program interface An inter face that allows programmers the ability to com municate with the RightNow database The API includes functionality to create update delete and retrieve answers contacts hierarchical menus inci dents opportunities organizations quotes SLA instances staff accounts and tasks Application button The button at the top left of the RightNow Console for accessing the appli cation menu 239 Application menu A list of
185. ick the incident on the content pane and select Open Incident 2 Click the Details tab 3 Click the drop down menu on the SLA Instance field and select an SLA instance The inci dent is credited to the SLA instance you select Note Every time an incident is credited to an SLA instance the number of available incidents is reduced When the last incident is credited the customer s SLA is disabled 4 Click the Save button to save the incident Editing incident fields 29 Editing key incident fields Now that you understand the role of incident statuses and SLAs you can edit the key incident fields The procedure in this section describes the standard incident workspace keep in mind that your workspace may contain different fields Fields marked with a red label and asterisk are required fields and must be completed before you can save the incident To edit key incident fields 1 Right click the incident on the content pane and select Open Incident CQ My Inbox 9 070117 000014 Subject l m getting several dropped calls per day Reference tt 070117 000014 Contact Dale Finn Status Updated V Organization Name Antioners Assigned Customer service J Product V200 Faith Carson Features Disposition Unsatisfied R Category General Information Unavailable Information Figure 7 Editing Key Incident Fields 2 Enter field information described in Table
186. ident is added or edited the Subject field and incident thread are stemmed and indexed to create one word phrases Industry type An option for classifying organi zations by type of industry Information gaps A report that clusters inci dents in RightNow Service and compates the top ics to answer clusters allowing organizations to pinpoint those areas or gaps in the knowledge base needing additional answers Initial state A required state in every rule base The rules engine evaluates a new ot updated object using all rules in the initial state Unless one or more rules in the initial state transition the object to a function or different state the rules engine stops after all the rules in the initial state have been processed See also Rule state Inline A method of displaying output defini tions and filter definitions as lines of text in the report See also Output definition Inline editing A feature for editing values directly on a report without having to open each record to make changes Staff members can edit individual values in one record or select several rows to change values in multiple records Staff members must have permission in their profile to edit the specific record type and inline editing must be enabled on the report Inner join A relational database operation that selects rows from two tables on the condition that the value in the specified column of the primary table is equal to the va
187. idget is edited the tag gal lery immediately reflects those changes and displays a preview of the changes in the gallery Target A specific group of customers sharing common characteristics to whom a promotion is presented A customer may belong to more than one target Target rule A type of business rule that has the sole purpose of creating a target consisting of con tacts who meet the conditions established by the rule Task An action ot activity scheduled to be com pleted within a specified time Tasks can be standa lone or they can be associated with answers campaigns contacts documents incidents mail ings opportunities organizations surveys and stages in a sales strategy Task custom field A field for gathering and dis playing additional information about tasks Task custom fields appear when adding or editing a task Task inheritance A feature for linking a task s assigned staff member contact or organization to the equivalent value in a record associated with the task Task status A method of tracking a task s state The default task statuses are Not Started In Progress Completed Waiting and Deferred Techmail A scheduled utility that retrieves mail from specified POP3 mailboxes RightNow Ser vice processes some of the mail into new incidents and routes the incidents using business rules depending on settings RightNow Marketing and RightNow Feedback process bounced messages to
188. ield To change the organization s state click the drop down menu and select an option Enter any organization custom fields on the Custom Fields tab To view the incident history for the organization click the Incident History tab To view the organization s contacts click the Contacts for Org tab You can also add open copy delete print and assign contacts on this tab for information about working with contacts refer to the RzghtNow User Manual Click the Save button to save your changes on the Organization tab RIGHT NOW 54 Incidents Viewing the Session tab You might find it helpful to know what information contacts viewed on the customer portal before they submitted their question On the Session tab of an incident you can see what questions they viewed and any searches they performed To view session information for an incident 1 Right click the incident and select Open Incident 2 Click the Session tab The number of actions are listed in parentheses on the tab d Messages Contacts Details Time Billed 3 Tasks 0 Organizatio Session 2 4 Attachments Audit Log 3 Options v When Spent Page 1 11 06 2006 12 17 AM OhOm10s Question Submitted 2 11 06 2006 12 17 AM OhOm2s My Stuff Questions 3 Total Oh Om 12s Figure 25 Session Tab Attaching files to incidents Chapter 2 The Attachments tab lets you add files that may not fit neatly into an incident For example you might want
189. incidents 25 suggested answers SmartAssistant 36 suggestions Offer Advisor matches 213 overview 210 presenting to customers 216 priorities 213 rank 213 selecting for customer presentation 215 Suggestions Found Offer Advisor window 213 T Table editor field descriptions 130 tables inserting in HTML 128 tasks adding to answers 114 to incidents 51 Tasks tab answers 95 113 incidents 51 Time Billed window field descriptions 50 toolbars Relationships tab Learned Links section 123 Manually Related Answers section 122 Siblings Answers section 119 RightNow Chat Live Media bar 160 Tasks tab answers 113 RIGHT NOW 278 transferring chats to other agents 179 troubleshooting answer visibility 81 Twitter see Cloud Monitor U Unresolved incident status 25 Updated incident status 25 URLs RightNow Wireless 228 V validating links in answers 149 vatiables inserting in answers 147 visibility answers answer access levels 80 answer statuses 79 conditional sections 80 language 80 products and categories 80 troubleshooting 81 controlling in answers 79 W Waiting incident status 25 Wrap up button 166 Y YouTube see Cloud Monitor
190. incidents to 28 ovetview 26 SmartAssistant answer links 38 answer text 38 suggested answers 36 sources of incident creation 31 standard text inserting in incidents 43 standard workspace 16 incidents continued statuses 25 tabs see incidents record tabs tasks adding to incidents 51 time billed adding to incidents 49 viewing archived 224 workspace elements fields 19 29 recotd tabs 21 ribbon 17 standard workspace 16 Insert Table window field descriptions 129 inserting answet links 132 conditional sections in answers 136 hyperlinks in answers 125 SmartAssistant answers links 38 text 38 standard text 43 standard text during chat 177 variables in answers 147 K knowledge base controlling visibility 79 identifying content holes 85 seeding your knowledge base 76 L language controlling answer visibility 80 learned links answers 123 links inserting anchors in answers 134 answers 132 to SmartAssistant answers 38 logging in RightNow Chat 161 Manage Anchors window 134 manually related answers 121 matches Offer Advisor 212 213 Merge Answer options 141 merging similar answers 138 monitoring social cloud 201 monitoring chats 191 My Inbox report 15 My Stuff RightNow Wireless 233 Navigation sets adding Cloud Monitor 198 New Contact window for incidents 47 New Opportunity window field descriptions 58 notes adding to answers 100 to incidents 35 O Offer Advisor duplicate promotions and suggesti
191. information about copying answers refer to the RzehzNow User Manual Chapter 3 Deleting answers 153 Deleting answers You can delete answers from RightNow Service when they become outdated However use extreme caution when deleting answers because deleting an answer will also delete all associ ated relationships Caution Deleting is permanent and cannot be undone lo delete an answer 1 Right click the answer on the content pane and select Delete Answer Delete Are you sure you want to delete this answer Note that any rule using this answer will need to be modified Figure 83 Confirm Answer Deletion 2 Click the Yes button to delete the answer RIGHT NOW 154 Answers Chapter 3 155 4 RightNow Chat While self service and email response management can solve the majority of customer issues chat remains the best venue for certain queries such as helping customers finalize purchases In this chapter Adding chat reports to navigation sets Contains the procedure for adding the Chat Agent Home ot the Chat Supervisor Home dashboard to staff members navigation sets Refer to page 156 e RightNow Chat for agents Contains the procedures for logging in to RightNow Chat chatting with customers using chat agent tools and creating incidents from chat sessions Refer to page 159 e RightNow Chat for supervisors Contains the procedures for working from Chat Supervisor Home and monitoring chats R
192. ional infor mation about the incident To add incident information on the Details tab 1 Right click the incident you want to edit and select Open Incident 2 Click the Details tab Messages Time Billed 0 Tasks 0 Organization Session 0 Attachments Audit Log Mailbox No Value v Interface global v SLA Instance No Value Source No Value Severity IN o Value v Language English US Iv Queue No Value vj Figure 8 Adding Incident Information on the Details Tab 3 Enter field information described in Table 4 Table 4 Incident Fields on the Details Tab Field Description Mailbox Click this drop down menu to select the mailbox from which the incident response will be sent Source This is a read only field that identifies the source of an incident whether it is added by a staff member or a customer Severity Click this drop down menu to select a severity level for the inci dent Interface Click this drop down menu and select an interface Note By default the incident s interface is set to the interface where the incident was created usually you will not need to change it Among other things the interface determines the lan guage of the message bases used for automatic responses to the incident RIGHT NOW 32 Incidents Table 4 Incident Fields on the Details Tab Continued Field Language D
193. ions Chapter 3 With RightNow Service you have the ability to tag parts of an answer with different access levels Using conditional sections enables you to control the visibility of specific sections within your answers One scenario for using conditional sections is when you are working on an answer and you want to add information that is not yet approved for public visibility You can create an access level that has no customer portal visibility and assign it to the conditional section you do not want customers to view Conditional sections can also be used with privileged access levels assigned to specific SLAs Those customers assigned an SLA with a privileged access level will be able to view the con ditional sections assigned to the privileged access level For example a customer assigned an SLA with Gold access will be able to view conditional sections with access levels of Gold Everyone or Gold and Everyone This provides more flexibility to customize and personalize answers for customers Conditional sections can also be nested For example you may have an answer in your knowl edge base with access levels of Platinum and Silver You could create a conditional section with an assigned access level of Platinum In that conditional section you could also create a nested section with an access level of Silver Only customers with privileged access to both Platinum and Silver access level answers will be able to view all Platinum and Silv
194. it To edit this contact right click it and select Open 3 To edit an existing contact for the incident right click the contact and select Open A win dow containing the contact s information opens the standard contact workspace contains the same fields as the New Contact window Tip The Remove button disassociates the contact from the incident but the con tact s record remains in the knowledge base Refer to the RzghtNow User Manual Chapter 2 Adding and editing contact information 47 b amp i New Contact global_92_cfm RightNow CRM x Home b 9 e cH Print e ABC E Q a te i Copy Y ox o OK Cancel New Refresh Appointment Reset Spell Links Info JA Delete Password Check X Editor Actions Proofing Links and Info First Name State Service Marketing Sales Last Name Organization Email z Salesperson No Value Office Phone x Title Address US Q Login Edit SLA Contact Type INo Value iv Global Opt in No Value Opportunibes 0 Tasks 0 Incidents 0 Surveys 0 Marketing Activity 0 Add New Forward 3 Options Opportunity Name Assigned Status Stage Rep Forecast Manager Value Date Updated Action There are no items to show in this view Logged in as Faith Carson fMjonline 1009 2 Figure 17 Adding Contact Information to an Incident 4 Add or edit contact information in the First Name and Last Name fields and make a selec tion in the
195. items to show in this view Figure 51 Adding a File Attachment Answer 5 Click the Add File button For information about searching for files to attach to answers refer to the RzghtNow User Manual Once you attach a file information about the selected file will appear on the Content tab Table 15 describes the file information displayed Table 15 File Attachment Answer Description Field Description Name This field displays the name of the file Size This field displays the size of the file Created This field displays the date and time the file was created Updated This field displays the date and time the file was last updated Chapter 3 Associating products and categories 111 Table 15 File Attachment Answer Description Continued Field Description Description This field displays the description of the file defined on the Proper ties window Note You can add or edit the file s description by selecting the file and then clicking the Properties button and typing the descrip tion in the Description field Private This field displays the visibility of the file attachment answet Action After a file has been added to the list choose one of the following actions Open Click Open to open the file Download Click Download to download the file You will be prompted to save the file to the location you specify A File Download window will open displaying the down load progress
196. ith the administra tor login a profile with full access and edit permissions must be created and a staff account with that profile must be added A navigation set containing navigation buttons and their associated navigation lists must be assigned to the profile in order to access all RightNow functionality Advanced mode A workspace editing mode that includes controls for panels tab sets and tables which are not present in the basic mode Advanced mode also allows the definition of addi tional properties for fields and controls on the workspace Agedatabase A scheduled utility that operates on the knowledge base data to maintain dynamic answets and make searching more efficient for staff members and customers Agent A staff member in RightNow Service who may be assigned incidents and chats with cus tomers and who may also maintain contact and otganization records Agent mode The availability status of an agent using CTI in RightNow Agent modes are deter mined by the phone switch The default modes can be edited and renamed and custom CTI agent modes can be added See CTI Agent scripting A feature that helps guide staff members in entering information into records on workspaces See Script Aging An automatic process that reduces an answer s solved count as the frequency with which the answer is viewed by customers declines As the solved count is lowered the answer will move down the list of answ
197. ive Generic SLAs are created by administrators and SLA instances are applied to specific customers either automatically through business rules or manually by staff members SLA instances are called service contracts on the cus tomer portal and can be accessed from the My Stuff page See also Default response requirements SLA instance A customer s individual copy of an SLA An SLA is a generic contract that has not been applied to a specific customer an SLA instance is a copy of the generic SLA applied to a specific customer Slicing A method of grouping tabular report data by a common element When slicing a com mon value in a field can be chosen and only those rows that have that value will be returned in the report Other slice groups can be selected from links or a tree element Smart Merge A feature in RightNow Service that allows staff members to merge similar answers in the knowledge base to provide more meaningful answers to customers and to reduce answer dupli cation SmartAssistant RightNow technology that uses business rules to automatically suggest possible answers to customers email questions and Ask a Question queries Staff members can use SmartAs sistant to search for answers in the knowledge base that are related to an open incident or a current chat session See also Suggested answers RIGHT NOW 264 SmartSense RightNow technology that esti mates a customer s emotional state or
198. k to an external URL The URL address and the content of the web page are displayed For information about creating URL answers refer to Adding URL answers on page 106 File attachment Answers that appear as file attachments File attachment answers link to information contained in another document and appear to customers on the customer portal as file attachments For information about creating file attachment answets refer to Adding file attachment answers on page 108 Caution When you change the answer type certain fields will be removed For example when you change an HTML answer type to a URL answer type you will lose the Question Answer File Attachments Manually Related Answers and Learned Links fields Read the Confirm Answer Type Change prompt carefully before you continue The following procedure contains the basic steps for adding answers Following this proce dure are separate procedures for adding HTML URL and file attachment answers lo add an answer 1 Click the Application button and select Answet Chapter 3 Adding answers 99 5 3 Hot Answers Customize List Quick Search Contact Quick Search Last Name First Name Email Customize List M Communication Center smena Logged in as Faith Carson Editing 2 objects 1 modified H New Answer global_98_cfm RightNow CRM x Home i 2 9 x E Oe 4 c 0 m a h Ea ov Sa
199. keting campaign FCRR first contact resolution rate A statis tic that reports how often staff members or groups solve incidents with only one response This num bet is displayed as the percentage of incidents solved with only one staff response File A file that is uploaded to RightNow Market ing for attaching as a link in a document or snip pet From the Content Library files can be uploaded and their characteristics can be defined File attachment A file that is attached to an answer contact incident opportunity organiza tion or task or sent with an incident response or sales quote Files that are permanently attached to an incident or answer can be viewed by customers who view the record Files that are sent with an incident response can be opened with the cus tomer s email client and are not permanently attached to the record File attachment answer A type of answer that appears as a file attachment File link A clickable link to a file attachment that is inserted in a snippet or a document RIGHT NOW 248 File Manager Ihe interface used to modify files for RightNow products The File Manager is avail able in Basic and Expanded versions Administra tors can modify files used to customize a site s email messages Chat images word lists and dic tionary files See also Basic File Manager and Expanded File Manager Final message A mailing format used to send the mailing as final I
200. l dis play to customets Target Click this drop down menu and select one of the following options New Window Select this option to have the link open in a new window when the customer clicks the link Same Window Select this option to have the link open in the same window when the customer clicks the link Parent Window Select this option to have the link open in the parent window when the customer clicks the link Browser Window Select this option to have the link open in a browser window when the customer clicks the link 4 Click the OK button to insert the hyperlink at the cursor position in the current answer Inserting images 127 Inserting images You can insert an image that is accessible through a URL in your HTML You can also define the size of the image its border properties and alignment lo insert an image 1 Right click the answer on the content pane and select Open 2 Click the Image button on the toolbox The Image Editor opens Image Editor Image URL Alt Text Width Border Height Alignment Figure 62 Image Editor 3 Enter field information described 1n Table 25 Table 25 Image Editor Description Field Description Image URL Type the URL where the image is located Open URL Click this button to open the URL in a web browser Alt Text Type the alternative text for the image Width Type the width in pixels you want the ima
201. lay as the subject of the answer on the customer portal 3 Use the HTML editor to add the question portion of the answer Or Click the Answer tab and use the HTML editor to create the answer content Functions available on the HTML editor include Cut copy and paste e Search for text RIGHT NOW 104 Answers Chapter 3 Change font style size and attributes highlighting bold italic underline Format text in bulleted or numbered lists Adjust indentation e Center left Justify or right justify text and images on the page Apply specialized formatting including super and subscripts and strike through View HTML source code Preview the document nsert or clean HIML code e Switch to a full screen The special functions available in RightNow are accessed through the Toolbox section The toolbox buttons are described in Table 14 Button Answer Actions Table 14 Toolbox Description Description Buttons in this section are used to insert dynamic content in your HTML Insert Answer Link Click this button to insert a link to another answer Refer to Inserting answer links on page 132 Conditional Section Click this button to insert a section with certain visibility restric tions within the answer Refer to Inserting conditional sections on page 136 Search Knowledge Base Click this button to search for an answer in the knowledge base and appen
202. ld Everyone or Gold and Everyone Access levels are just one way of controlling answer visibility For information about other ways to control answer visibility refer to Controlling answer visibility on page 79 To associate an answer with multiple access levels 1 Right click the answer on the content pane and select Open 2 Click the Access Level drop down menu and select the check box next to each access level you want to assign to the answet Tip e Answers Default i 2429 How do I order a use Summary How dol order a user s manual for my phone Status Public Language English US v Assigned Access Level Platinum Gold w 3 Content _Products Categories Tasks 0 Keywords Answer Type HTML URL O File Attachment Question Answer Quick Preview BASIC AEE eeee Normal Times New Roman 16 BAD IBZI EA S Toolbox B How do I order a user s manual for my phone Answer Actio Insert Answer Link Conditional Section ic Search rz KnowledgeBase ime Smart Merne Design EJ Source Figure 69 Associating Multiple Access Levels To view the answer as customers will see it on the customer portal click the Quick Preview tab 3 Click the Save and Close button to save your changes and close the answet RIGHT NOW 136 Answers Inserting conditional sect
203. le attach ments within the answer to provide additional information To add a file attachment answer 1 Click the Application button and select Answer 2 Type a one line summary in the Summary text box This field will display as the subject of the answer on the customer portal 3 Select the File Attachment radio button The Confirm Answer Type Change window opens Confirm Answer Type Change Changing this answer type will clear out the following fields Question Text Answer Text File Attachment s Manually Related Answer s Learned Link s Are you sure you want to change the Answer Type Figure 50 Confirm Answer Type Change Window Caution Use caution when you change the answer type of an existing answer Some fields will be removed and cannot be restored for example the Question and Answer fields 4 Click the Yes button in response to the Confirm Answer Type Change message RIGHT NOW 110 Answers e Answers Default 0 New Answer Summary Status Private v Language English US Assigned Customer service w Access Level Everyone Edward Lang Content Products Categories Tasks 0 Details Attachments Audit Log Relationships Keywords Notes Answer Type HTML URL File Attachment Add File 3 Options Name Size Created Updated Description Private Action There are no
204. lect Encrypt Always you can select only addresses that have certificates associated with them 4 To encrypt your response to the contact click the Do Not Encrypt drop down menu and select Encrypt When Possible or Encrypt Always RIGHT NOW 62 Incidents To attach files to an incident response 1 Select the Send on Save check box 2 Click the slider bar on the left side of the Messages tab to display response options 3 Click the Attach button to open the Attachments window Attachments Incident Files Org chart doc C Global support reps doc Response Files e Add Files 3 Options B Name Size Created Updated Description Action There are no items to show in this view Figure 30 Attaching Files to an Incident Response 4 To send the response with one or more files that are permanently attached to the incident select the associated check boxes 1n the Incident Files section of the Attachments window 5 To attach additional files to the incident response click the Add Files button and select Browse to open a window that lets you view the files and folders on your workstation Or select Search to open the File Search window a If you selected Browse select the file and click the Open button to attach it to the response b If you selected Search specify a directory all or part of a file name and the type of file Click the Search button Then select one or more of the matchin
205. led reports can also be sent when alerts defined in data exceptions are triggered Schema The structure of a database system described in a formal language supported by the database management system In a relational database the schema defines the tables the fields in each table and the relationships between fields and tables Score A calculated value that ranks the order of displayed answers An answet s score is deter mined by its solved count and any display position that was set when the answer was added or updated Score also refers to the relative weight assigned to each choice in a choice question for sutveys Score values can be used for survey calcu lations to trigger rules or campaign actions based on a contact s answers and also for reporting pur poses Screen pop See CTI screen pop and Third party screen pop Script 4A control that can be added to a custom wotkspace to help staff members enter record information in a logical order Scripts can contain multiple pages with fields and other controls as well as branching logic to guide staff members to different pages based on actions they take on a sctipt page Search and selection criteria The run time selectable filters and sorting options that can be defined when searching for a particular record See also Run time selectable filter Search index A matrix that includes a list of important words within a document and their doc ument of origin
206. line to decline the invitation at any time Transcript Hi my name is Brendan Foster How may help you 02 34 53 PM 00 00 00 John Doe says 02 35 15 PM 00 00 15 Do you have any warranty information on your amp S0 phone Brendan Foster says 02 35 52 PM 00 00 52 Yes but would you mind if conferenced another agent into this chat that has more experience with warranties John Doe says 02 36 01 PM 00 01 01 That sounds great Brendan Foster says 02 36 13 PM 00 01 13 One moment please 02 33 11 PM 00 04 12 Would you mind joining this chat Chad Hubbel says private 02 33 17 PM 00 04 18 No problem Private Render as HTML Leave as plain text Figure 108 Internal Chat Between Agents The agent clicks the Accept button to accept the conference A message notifies you that the conference has been accepted Both windows close and the new agent is conferenced into the chat session If the agent declines the conference the chat remains with you 3 Click the OK button to complete the conference request Once the conference has started you and the customer are notified Each person can send text and all those in the conference can see the message text and the name of the person who sent it Tip The Leave button is disabled on your chat ribbon because you initiated the con ference The agent you conferenced in must click the Leave button on their chat ribbon to exit the confer
207. lobal example com Account John Jergenson john jergenson global example com Account JR Sanchez i snachez global example com Account Leisl Bryant leisl bryant global example com Account Lucy Bauer lucy bauer global example com Account bs Marketing Group MaryAnn Langley maryann langley qglobal example com Account Matthew Gold matthew gold qglobal example com Account bs Sales Group t Service Group lt gt Message Recipients E E Figure 29 Selecting Recipients for an Incident Response 4 Select a name from the list Tip You can type the first few letters of the name in the field at the top of the Select Names window the first name in the list that matches the letters you typed will be highlighted Notice that this name may be the contact s last name an email address or a group or distribution list 5 Click the Cc button to list the name in the Cc field ot the Bcc button to list the name in the Bcc field Names or addresses in the Cc field are visible to all recipients of the response names in the Bcc field are not visible to other recipients 6 Click the OK button to close the Select Names window Chapter 2 Sending responses 61 7 Click the Save and Close button to send the response to the customer as well as any other recipients you added to the Cc or Bcc fields Note Depending on how your RightNow administrator configured your system the incident status may change to Solved when you save the incident The
208. logged out of RightNow Chat The Unspecified chat agent status has a Logged Out status type and is displayed to agents by default Unsubscribe link A link in a mailing that con tacts can click to opt out of future mailings or sur veys Updated One of the default incident statuses An incident marked Updated has been updated by a customer from My Stuff Updated incidents have an Unresolved status type URL answer A type of answer that consists of a link to an external URL The URL address and the content of the web page are displayed Utility Any of a number of programs in RightNow to help manage and configure a Right Now installation RightNow utilities include Age database Bulkdel Dbaudit Dbstatus Kexport Kimport Langcvt Msgtool Reportgen Techmail and Wltool Variable A temporary data item in a rule base The variable is assigned an initial value that can be modified through rule actions used as a rule con dition to trigger other actions and restored to its initial value for the next round of rules processing Variables also refer to shortcuts defined for a larger string that can be inserted in the body of an answer or inserted inline during a chat session When the variable is inserted in the body of the answer or in a chat response it is replaced with the value specified in the variable Visibility A setting that determines where a cus tom field or customizable menu item will appear Visibility setti
209. lue in the specified column of the secondary table See also Outer join Interactive voice response IVR A telephone system application that allows callers to provide information for example incident reference num bers or organization name to the system using either their voice or a touch tone keypad Interface The console windows and pages used by staff members and customers to access a Right Now application and interact with a single knowl edge base The interface name determines the URL for the web site the name of the RightNow exe cutable and the g directory name See also Administration interface Interface Manager A utility for managing mul tiple interfaces using one RightNow knowledge base Invitation method A way of distributing a sur vey broadcast survey transactional survey or website link Kexport A utility for exporting either single tables or an entire database from a RightNow application Keywordindexer A utility that creates an index of the keywords found in incidents answers file attachments and documents indexed by the Web Indexer The keyword indexes are used when searching incidents answers file attachments and other indexed documents See also Web Indexer Kimport A utility for importing data either sin gle tables or an entire external database into the RightNow database Knowledge base All information such as answers incidents contacts organizations op
210. lumn on the right Messages Contacts Time Billed 0 Tasks 0 Session D Attachments Audit Log Send On Save fe SmartAssistant QQ Search Knowledgebase Standard Text A Add Response f Undock View All Ivi Sort Date Descending Edit Delete Answer Title Which phones are available for Global Wireless Answer Link http global 85 clm ga lan cqi bin global cfg php enduser std adp php p fagid 2345 p created 1110212680 Figure 12 Inserting a Link to a SmartAssistant Answer 4 To view a suggested answer click View in the Action column The View Answer window opens displaying the answer as it appears on the customer portal You can print the answer from this view by clicking the File menu item and selecting Print 5 Click the Close button to close the SmartAssistant window Chapter 2 Adding content to the response 39 Searching the knowledge base As you respond to a customer s question you might remember answers that address similar issues Rather than conducting a time consuming hunt of the knowledge base to find the rel evant answers RightNow Service lets you search for the answers you want Using any of four text searching techniques you can quickly identify answers to resolve a customer s question To search for an answer 1 Click the Search Knowledge Base button on the Messages tab to open the Search Knowl edge Base window QQ Search KnowledgeBase iJ Search
211. ly and is not stored with the incident This lets the customer open the file directly from the email client instead of having to log in to view it For information about attaching a file to your response but not to the incident itself refer to To attach files to an incident response on page 62 Presenting offers to customers In your role as an agent your organization may ask you to present special offers to customers because you have a strong understanding of what they need and have earned their trust through your work with them When you work with an incident RightNow Service evaluates the customer s information and purchase history Based on the results it looks for offers the customer is eligible for These offers can include promotions suggestions or both Promotions are special offers made to specific groups of customers called targets while suggestions are automatically gen erated based on customer information An example of a promotion is free shipping on certain products An example of a suggestion is offering a headset to someone who has recently pur chased a cell phone When the customer is eligible for an offer the Offer Advisor button is enabled After you finish responding to the customer s question you can click the Offer Advisor but ton to display an Offers window which resembles the one in Figure 26 RIGHT NOW 56 Chapter 2 Incidents Offer Advisor Julia Maxwell Promotions Found 5
212. members The sending of email messages is triggered by events in RightNow For example when a cus tomer submits a question in RightNow Service the Question Receipt message will be sent to the cus tomer s email address Email messages can be enabled or disabled sent in ASCII text or HTML format and the text headers and footers can be customized Encryption The process of translating a text message into unreadable text to ensure secutity Encrypted messages may be read only by autho rized persons with access to a private key that allows them to convert the message back into readable text End user interface The term for older versions of the customer portal These include the Classic and November 07 pages sets which may still be in use by organizations that have upgraded from ear lier versions of RightNow Service See also RightNow Customer Portal Enterprise Analytics An enterprise level reporting tool for viewing diverse data on large data sets including data from external databases Escalation A means of tracking answers inci dents opportunities and tasks using business rules When a rule s conditions are met the rules engine schedules escalation to the new level When the scheduled time based on absolute or relative time arrives the rules engine sets the escalation level and takes the action specified by the rule such as sending an email notifying a manager or following up with a customer See B
213. mers with a method to submit comments and suggestions on answers Any feedback submitted through the question How well did this answer your question is turned into a Feedback for Answer incident accessible to agents You can use this feedback to address content holes and improve answers Customer session tracking RightNow Service tracks customers actions as they move through your support site recording where they went what they searched for and the answers they viewed Using the Session feature agents can view this click stream data to respond more appropriately to customers questions This information can also indicate areas of the knowledge base that need to be tuned For more informa tion about customer sessions refer to Viewing the Session tab on page 54 Knowledge base reports A series of standard reports record how customers are navigating the knowledge base including the products and categories they are searching on the search text they are entering and the answers they are viewing These reports provide a unique and powerful perspective into how the knowledge base is performing and enable you to pinpoint weak areas and tune the knowledge base content Refer to Evaluating answers using service analytics on page 86 Evaluating customer feedback 85 Evaluating customer feedback RightNow Service allows your customets to provide feedback on answers that do not com pletely solve their issues by answering the
214. moment please 02 12 52 PM 00 03 27 Would you mind taking this chat Chad Hubbel says private 02 13 01 PM 00 03 35 No problem Private Render as HTML Leave as plain text Figure 104 Internal Chat Between Agents The agent clicks the Accept button to accept the transfer A message notifies you that the transfer has been accepted Both windows close and the chat is transferred to the agent Once the transfer is made the customer is notified of the transfer and the new agent s name appears in the chat transcript instead of your name Tip If the agent declines the transfer the chat remains with you RIGHT NOW 182 RightNow Chat 3 Click the OK button to complete the transfer which removes the active chat from the content pane Conferencing another agent into your chat Agent conferencing is another way RightNow Service helps you provide superior service to your customers Conferencing can be useful when you want to include another agent in your chat session to help you solve a customer s problem To conference another agent into your chat 1 Atany point during your chat session click the Conference button on the ribbon The Select Names window opens Select Names Type Name or Select From List RequestProgress MM Figure 105 Select Names Window 2 When you see the agent you want to conference into the chat select the agent s name and click the Request butto
215. more difficult to access Generally you would not want aging to occur on new answers By default new answers will not be aged for thirty days Your RightNow administrator can change the setting to specify an alternate aging period Note Your RightNow administrator can also control the frequency and aggressiveness of aging on answers depending on your organization s specific needs Contact your RightNow administrator for more information about the Solved Count set tines defined in your application When an answet s solved count reaches zero this usually means that the answer has not been viewed for a long time and it is safe to assume that the information may be outdated or not useful By default these aged answers will be automatically set to the Review status when their solved count reaches zero This enables you to easily sort the outdated answers and update them Note By default the Review feature is disabled Contact your RightNow administrator to enable this feature Now that you have thought about your processes for publishing answers and understand how the knowledge base grows and presents information you need to know how to keep your knowledge base accurate and up to date The next section describes how to use RightNow Service s features to monitor and maintain your knowledge base Maintaining your knowledge base Many of the maintenance tasks related to organizing the answers in your knowledge base are automated in RightNo
216. n The agent receives a toast notification to view or decline the conference request Chat Conference Invitation E An Name Value Agent Ed Lang Question First Name John Last Name Doe Email jdoe example com Interface global View Decline Figure 106 Chat Conference Invitation Chapter 4 Using agent chat tools 183 When the agent clicks View the toast invitation closes the Invitation window opens on your workstation and the Conference Invitation window opens on the agent s worksta tion Invitation X Conference Invitation ey liJ The conference invitation has been received by the invited agent Discuss the conference details i This conference invitation has been sent to you by another agent Discuss the conference details here The messages you enter in this window are private and will not be seen by the customer Click here The messages you enter in this window are private and will not be seen by the customer Click Cancel at any time to cancel the invitation Accept to accept or Decline to decline the invitation at any time E A ansci M o Transcript Hi my name is Brendan Foster How may help you 02 34 53 PM 00 00 00 John Doe says 02 35 15 PM 00 00 16 Do you have any warranty information on your amp S0 phone Brendan Foster says 02 35 52 PM 00 00 52 Yes but would you mind if conferenced another agent into this chat that has more experience with warranti
217. n products Of Services Step 2 Ignore search results that do not apply to your search topic Step 3 As necessary respond to posts and create incidents in your knowledge base RIGHT NOW 202 Cloud Monitor Each of these steps is described in greater detail in the following sections Searching the social cloud The first step to monitoring the social cloud is to search for posts mentioning your organiza tion products services or anything else related to your organization that you are interested in You can search the social cloud using the Cloud Monitor Search dashboard Chapter 5 To search the social cloud 1 On the navigation pane click the Cloud Monitor button 2 Inthe Cloud Monitor navigation list double click the Cloud Monitor Search dashboard The dashboard displays on the content pane 3 Click in the report on the content pane to display the report ribbon tabs ed pes gx C Report Cloud Monitor Search global_95_jae RightNow CRM Home PageSetup Home Display Page Setup pe E s Dashboard Header Q Q EM sm gt Display Options ET E3 Forward J Dashboard Footer Search Refresh Reset Scrollable jAuto Format Export H Default Settings abil BashbumrdDescristu ab JasnDoart Jescripuon v Data Set Display Dashboard Sections Cloud Monitor is Cloud Monitor Search ej Cloud Results by Search Terms Customize List Recent Items A iv asmanta Cloud
218. n RightNow Chat 168 client interface RightNow Chat 193 Cloud Monitor adding permissions to profiles 200 adding to navigation sets 198 configuring 198 creating incidents from posts 206 ignoring search results 204 monitoring the social cloud with 201 ovetview 197 responding to posts on Twitter 205 on YouTube 206 searching the social cloud with 202 complex expression search technique 41 conditional sections answers controlling visibility 80 editing 137 inserting 136 inserting in 136 conferencing other agents into chats 182 contacts adding to incidents 45 RightNow Wireless creating 235 contacts continued secondary 45 SLAs applying 27 Contacts tab on incidents 45 Content tab answers 94 copying answers 152 customer accounts creating RightNow Wireless 235 customer entries adding to incidents 35 D deleting answers 153 incidents 73 design mode adding HTML answers 102 Details tab answers 95 duplicate promotions and suggestions Offer Advisor 212 E encrypting incident responses 61 evaluating answers using analytics 86 customer feedback 85 exact search search technique 41 F feedback answers evaluating 85 in RightNow Wireless 231 File Attachment answers adding 109 files attaching to answers 116 incident responses 62 incidents 54 filling inbox 23 Find Answers RightNow Wireless 229 2 3 G guide Offer Advisor window 214 guided assistance 65 Guided Assistance window 65 H hot keys sta
219. n broadcast mailings final messages are sent to all audience members who have not yet received a test message Find Answers A link on the Support Home page that opens the Find Answers page where cus tomers can view answers and search the knowl edge base Customers can view individual answers or seatch the knowledge base using selection crite ria to narrow their search If enabled customers can also use the Web Indexer to search answers documents and web sites See also Web Indexer First due A queuing pull policy that uses the incident due date or longest wait to determine which incidents or chats to retrieve from the queue Fixed filter A component of RightNow Analyt ics and RightNow Marketing and RightNow Feed back segments used to define the data set available in the report or segment Fixed filters are state ments constructed from expressions functions and operators and cannot be altered when using a segment or when running a report Flow diagram A graphical representation of a campaign survey or desktop workflow Flow dia grams allow staff members to diagram the events and decisions of a campaign survey or business process When a campaign or survey is launched contacts are automatically moved through the flow based on the specified criteria When a desktop workflow is associated with a record editor in a profile staff members with that profile will move through the flow when opening a record of the co
220. n the toast invitation you see before accepting the chat request Chat Session workspace tabs Below the information about the customer are two tabs containing information about the chat session and the customer s existing incidents Engagement The Engagement tab is where you will spend most of your time chat ting with customers gt Transcript I he Transcript section contains all chat correspondence between you and the customer As text is sent from the customer it appears in the Tran sctipt section with a time stamp After you send text to the customer from the Compose section it is added to the Transcript section with a time stamp Refer to Chatting with customers on page 168 RIGHT NOW 168 RightNow Chat gt Compose The Compose section is where you respond to a customer during a chat session You can use SmartAssistant to request answers from the knowledge base manually search for answers in the knowledge base and send predefined text and URLs to the customer Refer to Using agent chat tools on page 171 e Incidents Ihe Incidents tab allows you to view incidents that the customer has sub mitted before submitting the chat request Additional customer tabs will display if you are engaged in multiple chat sessions To manage the individual chat sessions simply click the appropriate tab when the color changes from gray to green Important The customer tab changes color depending on
221. nal levels of a product Category Additional levels of a category Incident custom fields You cannot search by contact name organization name or any other contact or organiza tion related fields Note When searching for archived incidents a Boolean AND is used between words by default For example if you search for the words incident and archive only incidents containing both words will be returned by the search Chapter 7 Searching for archived incidents 223 To search for archived incidents 1 Click the Search Incidents button The Search window opens 3 Search Reference Number Text Search Order By Score v Limit to 100 rows Search cance Figure 135 Search Window 2 Enter field information described in Table 39 Table 39 Search Window Description Field Button Description Reference Number Type the reference number of the incident in this text box Text Search Type a word or phrase in this text box Order By Click this drop down menu to select a sort order Limit to Type a number in this text box to limit the number of incidents to return from the search The default is 100 3 Click the Search button to query the knowledge base for incidents that meet your search criteria There is an implicit wildcard at the end of the search string Archived Incidents 4b Records Found 2 Reference Subject Closed Score 1 051001 000006 How do access
222. ncident Opportunity Communication Ce Live Media Bar Communication Center Ke bal x i E F3 amp Notifications O hat Supervisor Home Logout Chat Available RequestChat CancelRequest Connectivity ee J Chat Supervisor Home John Doe 799 4 b Recent Items First Name John Contact John Doe IQ 2 John Doe 799 Last Name Doe Date Requested 06 29 2009 03 02 PM E Email idoe example com Interface global Question Queue RightNow Live Default Queue Incidents t Analytics 8E Contacts n 2 Ors sm ta Lang says V3 43 31 PM UU 4U Z J Opportunities How long have you had your phone 84 Leads Tasks u Incidents u Campaigns Q Mailings Duration 00 41 16 Private Render as HTML Leave as plain text Send Logged in as Faith Carson Editing 2 objects 1 modified A online 100 y D Figure 113 Monitored Chat Session 3 To join the chat you are monitoring click the Join button on the ribbon The Compose section is activated and the agent is notified that you joined the chat 4 To send a message to the agent type your message in the Compose section Important The Private check box 1s selected by default to ensure that the customer does not see your message to the agent and does not know you are monitoring the chat If you want the customer to see your message to the agent and to be noti fied that you are pa
223. nd editing navigation sets refer to the RightNow Administrator Manual To add Cloud Monitor components to a navigation set 1 Click the Common Configuration button on the navigation pane 2 Double click Navigation Sets under Application Appearance The content pane displays the Navigation Sets explorer Chapter 5 Adding Cloud Monitor to navigation sets 199 C Navigation Sets Explorer global_95_jae RightNow CRM epa Home b gx JE o o 3 ya AX Delete Refresh New Open Back Forward an Rename xi Q Find 24 Choose Details Record Navigation Display Common Configuration Navigation Sets Explorer 4b Address Navigation Sets iv E Go i i E E E E E E ES E Price Schedules v 5 w Q 1 2 0 i 2 Logged in as Barbara Runge 8 Records R onine 100 y E Figure 119 Exploring Navigation Sets 3 Double click the navigation set you want to add the Cloud Monitor dashboard to The content pane displays the Navigation Sets editor Navigation Sets Explorer Customer support manager K K K OU K IK S S Figure 120 Editing a Navigation Set to Add Cloud Monitor 4 On the right side of the content pane select the Cloud Monitor check box RIGHT NOW 200 Cloud Monitor 5 On the left side of the content pane click the plus sign next to the following folders to expand them Public Reports Comm
224. ndard text 45 HTML answers adding in design mode 102 in soutce mode 106 HTML editor inserting images 127 tables 128 Hyperlink Editor field descriptions 126 hyperlinks inserting in answers 125 ignoring search results 204 Image editor field descriptions 127 images inserting in HTML 127 inbox filling 23 incidents adding on RightNow Console 68 answers adding to incidents 36 archiving overview 219 billable tasks 50 contacts adding and editing 45 creating from social cloud search results 206 creating from chat sessions 187 customer entries adding to incidents 35 deleting 73 editing 24 29 files attaching to incidents 54 filling inbox 23 guided assistance 65 RIGHT NOW 274 incidents continued notes adding to incidents 35 Offer Advisor 210 offers presenting 56 opportunities creating from incidents 57 printing archived 225 proposing as answers 71 reassigning 73 recotd tabs Contacts tab 45 Messages tab 21 Summary tab 21 Tasks tab 51 Time Billed tab 49 re queuing 73 responses adding to incidents 35 attaching files 62 encrypting 61 selecting recipients 59 signing 61 RightNow Wireless submitting questions 233 viewing previously submitted questions 234 saving changes on recotd tabs 20 options 17 partial edits 25 triggering rules engine 25 searching archived 223 for answers 39 from incidents reports 24 knowledge base 39 Quick Search 24 sending responses 58 bounced messages 63 SLAs crediting
225. ne l x Sort Date Descending ivl Faith Carson 03 20 2007 10 26 AM Thanks for contacting Global wireless We are happy to help you with your problem have reviewed your question and have an immediate answer for Delilah Mcnair 03 09 2007 12 10 AM Faith Carson 01 10 2007 12 27 PM 100 2 Figure 2 Standard Incident Workspace Your organization may use this standard workspace or your RightNow administrator may have created one or mote customized workspaces Your profile defines the workspace you see when you work with incidents whether it is the standard workspace or a customized wotkspace This chapter uses the standard workspace to describe how you work with inci dents but keep in mind that the workspace your profile uses may display a different combina tion of fields or it may display them in a different location on the content pane Chapter 2 Ribbon Ribbon 17 Table 1 describes the buttons on the ribbon of the standard incident workspace For more information about the ribbon in general and the Quick Access toolbar refer to the RzghtNow User Manual Table 1 Incident Ribbon Description Group Button Desctiption Save Save Click this button to save the incident you are working on The inci dent remains open Note When you save an incident the rules engine evaluates it If incident rules exist and the incident matches one or more rules the record may be modified when you
226. ngs specify the interfaces in a multi ple interface installation where these fields appear the settings can also define whether the fields appear on the administration interface and cus tomer portal and whether certain custom fields with customer visibility can be edited Waiting One of the default incident status types and incident statuses An incident marked Waiting has been responded to by a staff member and is waiting for a response from the incident creator Watchlist notification An email sent to those customers who have requested to be notified when a particular answer has been updated Web form A document in RightNow Marketing that allows contacts to input information that can be submitted to the database Web forms are served as web pages by RightNow Web Indexer A search method in RightNow Service that allows customers to simultaneously search the knowledge base along with web pages and other web accessible documents within a spec ified domain Web spider A software application that reads web pages and other documents and indexes the content for a search engine often following hyper links from one web page to another Website link survey A type of survey that is published as a web page and can be linked to from any source Weight A displayed value given to resulting answers of a text search The value is equal to the sum of the weights for indexed words of all the matched words from the text sear
227. ning Q Brenden Foster Hi my name is Brenden Foster How may help you You Is there any limitation on airtime minues Brenden Foster Answer Link https global ga lan cgi bin global cfe php enduser std_adp php p _fagid 128p created 1128025302 Attach File Print Chat Figure 117 Agent Response 4 After recetving an answer to the question the customer clicks the Hang Up button to ter minate the chat session 5 The customer clicks the Close button to close the RightNow Chat client and return to the Live Help page Tip Customers can send file attachments using the Attach File button In addition customers can print the chat correspondence during the chat or after the chat has ended The Attach File button and the Print Chat button may not display on the chat client if your RightNow administrator has disabled these features RIGHT NOW 196 RightNow Chat Chapter 4 Chat customer reconnect In the case of a crashed browser or otherwise improperly terminated chat session the chat reconnect feature allows customers to reconnect to their previous chat session When cus tomers reconnect to a chat their chat client is populated with all chat correspondence that was present before the chat became disconnected and they can resume the chat session where they left off without having to wait in a chat queue Figure 118 shows the message cus tomers will see when they are unintentionally disconnected from a chat
228. nized on the content pane Figure 2 is an example of the standard incident workspace O m la 060912 000270 global_92_cfm RightNow CRM arx Home b C x L AJ ad V ER Print ABC Offer Advisor S ind L3 Copy 5 New Opportunity o o Save Save amp New Refresh Forward Spell Propose Links Info Close X Delete Check Eel Appointment Save Actions Proofing Related Activities Links and Info Home Q My Inbox 060912 000270 4 b Home Items A E NT Subject downloaded some new ringtones now can t find them Customize List Recent Items A Reference 060912 000270 Contact Delilah Mcnair Q 2 050312 000270 Status Updated v Organization Name Antioners 2 81216 00001 e Follow Up Assigned Customer service n Product V200 BE Lisa Jones Faith Carson mu Help _ Quick Search A Disposition Routed to Sales v Category Renewals Immediate Follow Up v Messages Contacts Details Time Billed 5 Search Customize List e amp SmartAssistant C Search Knowledgebase Tasks 0 standard Text AF Session 5 iz Undock jadd xo Response you Thanks again and have a great day smarag Editing 3 objects Customer By Email 9 downloaded some new ringtones now can t find them Private Note E need to research this topic further Logged in as Faith Carson View All e Ry Onli
229. ns for products that Offer Advisor has determined are a good fit for the customer The maximum number of displayed suggestions has been set by your RightNow administrator so it is possi ble that other lower ranking suggestions are available even though they may not appear until you scroll down Just as you can with promotions you can revise the order of suggestions using the Rank Yes and Match columns Guide The guide section of the Offer Advisor window contains information about a selected pro motion This information was entered for your use by the marketing staff member who cre ated the promotion Depending on your organization s practices the information may be a sctipt fot a phone conversation text you can enter into an email response or simply talking points for the promotion For example if most of your customer support requests come RIGHT NOW 214 Offer Advisor through phone calls the marketing staff member may write a general script for you to use when talking with a customer If your main channel of communication with customers is through email the guide may contain text you can copy or append to the response Note The guide section displays Offer Guide is unavailable if you have selected a suggestion instead of a promotion or if marketing personnel did not enter infor mation when creating the promotion Guide Free ring tones Because you purchased a cell phone from us in the past 30 days we r
230. nst a specific answer contact incident opportunity organization or task See also Business rules Rule state A container for business rules Every rule base must contain an initial state and states can be added to handle all stages of object process ing Rules in the initial state can transition objects to other states in the rule base See also Initial state Rules engine tThe software that evaluates objects to determine if they meet the conditions of any rules in the rule base and then executes the actions defined in the rules Run time selectable filter A component of RightNow Analytics that defines the initial data set available in the report and allows staff members and customers to customize the data returned Run time selectable filters are statements con structed from expressions functions and opera tors and can be customized when running a report and by customers on the Preferences section of the Edit My Profile page S MIME Secure Multipurpose Internet Mail Extensions A standard for sending secure email messages that can verify the sender s identity S MIME emails can be encrypted for security and signed to verify authenticity 261 Safe mode A login method that allows staff members to log in to RightNow without activating add ins Safe mode is available after malfunction ing add ins have prevented administrators and staff members from logging in See Add in Sales period The period of
231. nswers The default answer type is HTML You can use the HTML editor to design creative and eye catching answers The Content tab contains three additional tabs that you can move between to create and preview content for answers Question e Answer Quick Preview You can design answer content using the design mode or the source mode With the design mode you can create dynamic well formatted answers without previous HTML experience You can include special formatting in your text and add graphics links and other HTML fea tures You can also add links that reference other answers The HTML editor contains many of the same options available in basic word processing applications Using source mode you can create answers using HTML source code Regardless of which mode you use to create answers you can preview how the content will appear to customers on the customer portal from the Quick Preview tab RIGHT NOW 102 Answers The following procedure shows you how to add an HTML answer in design mode For infor mation about adding an HTML answer in source mode refer to To add an HTML answer in soutce mode on page 106 Note By default the HTML editor cleans HTML code to meet XHTML compliance specifications This results in adding XHTML doctype declarations to the result ing HTML code If this functionality is disabled through the HIML TIDY ENFORCE XHTML configuration setting the content will not be cleaned upon saving
232. nt Archiving ae ee ne died RightNow Wireless igrating to Customer Porta Service P y Admins Admins amp Staff gt amp Staff Sales Administrator i i Analytics Manual and User Manual BEN Sales Processes Analytics Explorers Quote Templates Report Management Disconnected Access Configuration ee E RightNow Opportunities RightNow jus Quotes Sales Disconnected Access Y Analytics Enterprise Analytics 4 S a B amp Staff Members amp Staff Members Marketing User Manual Feedback User Manual Marketing Explorers Feedback Explorers y i Audiences Audiences Content Library Content Library RightNow Mailings RightNow Questions i Campaigns Surveys Marketing Feedback q A S TAG www rightnow com NOW RightNow August 09 Service User Manual August 21 2009 RIGHT NOW Documentation This documentation is 1998 2009 RightNow Technologies Inc The documentation is pro vided under license and is subject to change from time to time by RightNow in its absolute discretion Software Code Except as provided hereafter the software code is 1997 2009 RightNow Technologies Inc The software may be covered by one or mote of the following patents issued by the United States Patent and Trademark Office patent numbers 6 665 655 6 434 550 6 842 748 6 850 949 6 985 893 6 141 658 6 182 059 6 278 996 6 411 947 6 438 547 and D454 139 or by the following patent issued by the Unite
233. nt Created from Chat Chapter 4 RightNow Chat for supervisors 189 The Subject field populates with Chat Session and the chat transcript is inserted as a response thread on the Messages tab The party that initially disconnected from the chat customer or agent is also identified in the response thread Note In the event the chat transcript is converted to an incident and emailed to the customer private chat messages that took place between you and other agents during the chat are hidden to prevent customers from seeing them You can edit this incident in the same manner as any other incident including changing the incident subject Refer to Overview for editing incidents on page 24 2 Click the Save and Close button to save and close the incident RightNow Chat for supervisors Through real time reporting RightNow Chat makes it easy to manage a group of agents From the Chat Supervisor Snapshot dashboatd you can view all agents and their active chat sessions the number of customers waiting to chat the average wait time and the average time duration of chats If you think it is necessary to intervene in a chat session you can do so at any time by joining the chat and monitoring it Chat supervisor overview As a chat supervisor your main role is to monitor agents who are involved in active chat ses sions It is important to familiarize yourself with the Chat Supervisor Home dashboard before monitoring agents
234. ntent tab and type the notes in the Notes field Notes will not be visible to customers on the customer portal 7 To associate products and categories with the answer click the Products Categories tab For information about adding products and categories refer to Associating products and categories on page 111 Chapter 3 Adding answers 101 8 To add tasks to the answer click the Tasks tab For information about adding tasks refer to Adding tasks on page 112 9 To add additional details to the answer including setting Publish On and Review On fields click the Details tab For information about adding answer details refer to Adding answet details on page 115 10 To attach files to the answer click the Attachments tab For information about attaching files refer to the RzghtNow User Manual 11 To view the answer audit log click the Audit Log tab For information about the audit log refer to the RzghtNow User Manual 12 To manage answer relationships including sibling answers manually related answers and learned links click the Relationships tab For information about the Relationships tab refer to Managing answer relationships on page 117 13 Click the Save and Close button to save and close the answer Note The customer portal uses a fixed width Be sure you have not used elements in your answers that are wider than the page width For information contact your RightNow administrator Adding HTML a
235. nterface and customer portal Monitor A feature in RightNow Chat that allows a supervising agent to monitor the chat ses sions of other agents and to intervene when neces sary Msgtool A utility for creating a configuration report for a RightNow site or for changing config uration settings when an error has been made in one of the settings that subsequently locks staff members out of the Configuration Editor MSI Microsoft Installer 4An interactive utility used to install the RightNow Smart Client on staff workstations The installer can be used as an alter native to the Click Once installer for organizations that use free seating with roaming profiles require a fully automated distribution system or restrict the administrative permissions on staff worksta tions See also Click Once installer and RightNow Smart Client 253 Multi select A feature for updating more than one record at a time Multiline A method of displaying report data grouped under headings based on common values in report columns My Stuff A link on the Support Home page that takes customers to their account information Cus tomers can view and update all the questions they have previously submitted and view any answer notifications to which they are subscribed They can also view and edit their search preferences and account and contact information This component is restricted and requires a customer account See Customer account N
236. nts refer to Searching for archived incidents on page 222 Toolbar A standard toolbar exists for working with archived incidents Table 38 describes the buttons on this toolbar and the information that displays Table 38 Archived Incidents Description Field Button Description Click this button to view the selected incident Refer to To view ES View Incident incident information on page 224 Click this button to print the selected incident Refer to To print E Print Incident an archived incident on page 225 RIGHT NOW 222 Incident Archiving Table 38 Archived Incidents Description Continued Field Button Desctiption Click this button to search for an archived incident Refer to To le Search search for archived incidents on page 223 Reference Displays the reference number for each incident returned in the search results Subject Displays the subject of the incident Closed Displays the date the incident was closed Score Displays the score count for the incident Searching for archived incidents You can search for archived incidents that meet certain search criteria Because archived inci dents have been removed from the knowledge base and converted to a text format you can only search for incidents with a single text search The following incident fields are search able Incident reference number e Subject Incident thread Product Additio
237. nts 39 Quick Search 96 RIGHT NOW 212 answers continued seeding the knowledge base 76 siblings 118 Smart Merge 138 Smart Merge window 139 SmartAssistant suggested answers 36 solved count 82 83 standard report display 87 standatd workspace 88 statuses 79 tasks adding to answers 114 types File Attachment answers 109 HTML answers 101 validating links 149 vatiables inserting 147 visibility access levels 80 answet statuses 79 conditional sections 80 language 80 ovetview 79 products and categories 80 troubleshooting 81 wotkspace elements fields 92 recotd tabs 93 ribbon 88 90 standatd workspace 89 see also knowledge base Answers Default Report 88 Answers Found window 42 appending answer content 143 archived incidents accessing 220 field descriptions 222 ovetview 219 printing 225 Search window field descriptions 223 searching 223 tab set 225 toolbar 221 viewing 224 Archived Incidents Content Pane 221 Ask a Question RightNow Wireless 233 associating answers with multiple access levels 135 associating continued products and categories with answers 112 attaching files to incidents 54 Audit Log tab answers 117 billable tasks incidents 50 bounced messages incident responses 63 Bounced Messages window incident responses 63 C categories associating with answers 112 controlling answer visibility 80 Cell Properties window field descriptions 131 chat see RightNow Chat chatting with customers i
238. o note that all relationships between answers are at a peer level and not at a sub ordinate level For example if you have three answers you want to relate 1 2 and 3 you can relate 2 to 1 and 3 to 2 All three answers are peers including answers 1 and 3 Sibling answers Sibling answers are those that share the same product or category and can also contain the same file attachments The Siblings Answers section of the Relationships tab consists of a toolbar and a list of sibling answers The toolbar is located above the sibling answer list Fig ute 56 shows the Siblings Answers section on the Relationships tab Important When you add a new answer the option to add a sibling answer is disabled You must first save the answer to enable the toolbar buttons on the Siblings Answers section Chapter 3 Managing answer relationships 119 a Content Products Categories Tasks 1 Details Attachments Audit Lop Relationshps Siblings Answers s Add open Print assign x Remove LQ Preview Options Answer ID Summary Language Status Assigned Date Updated Action 1573 How do I ask for my phone to be upgraded English US Public No Value 10 10 2007 09 23 AM Open Figure 56 Siblings Answers Section Table 18 describes the buttons on the Siblings Answers section toolbar Table 18 Siblings Answers Section Toolbar Description Button Description LESE Click this button and select one of the following options
239. o the RzghtNow User Manual Proposing answers Chapter 2 Sometimes a customer s question is common enough that you believe other customers should also have access to the answer If you believe this information belongs in the knowledge base you can propose the incident as a potential answer that customers can view without needing to submit an incident This helps the knowledge base stay current with the information cus tomers need Proposing answers 71 When you propose an incident as an answet a copy of the incident is submitted to a knowl edge engineer who determines whether it should become an answer If it should the knowl edge engineer first defines an answer access level answer status language and visibility and then publishes the answet Note Incident custom fields may or may not be included when you propose an inci dent as an answet If you propose an incident from an incidents report by either right clicking the incident and selecting Propose or by clicking the Propose but ton on the report s ribbon the incident custom fields are not added to the Notes tab on the Propose Incident for Answer window If however you click the Pro pose button from an open incident the custom fields do appear on the Propose Incident for Answer window To propose an answer from an incident 1 Right click the incident on the content pane and select Propose The Propose Incident for Answer window opens Or With the inciden
240. o transfer the chat to select the agent s name and click the Request button The agent receives a toast notification to view or decline the transfer request RIGHT NOW 180 RightNow Chat Ed Lang John Doe jdoe example com global View Decline Figure 102 Chat Transfer Invitation en the agent clicks View the toast invitation closes the Invitation window opens on When the agent clicks View the toast invitation closes the Invitati d p your workstation and the Transfer Invitation window opens on the agent s workstation i The transfer request has been received by the invited agent Discuss the transfer details here The iJ This transfer request has been sent to you by another agent Discuss the transfer details here The messages you enter in this window are private and will not be seen by the customer Click Cancel at messages you enter in this window are private and will not be seen by the customer Click on any time to cancel the request amp ccept to accept the request or Decline to decline the request at any time Hi my name is Brendan Foster How may help you 02 09 24 PM 00 00 00 John Doe says 02 03 43 PM 00 00 24 Do you have warranty information for the 490 phone Brendan Foster says 02 10 22 PM 00 00 58 Let me transfer you to our agent who knows about warranties One moment please Private Render as HTML Leave as plain text Private Render as HTML
241. od See also Click Once installer and MSI RightNow Wireless The interface for accessing RightNow Service from a wireless phone or any device with a WAP wireless application protocol browser such as a PDA personal digital assistant Rollover 4A method of displaying additional report details by mousing over data described in the report s output definition Rollup A method of displaying report data that groups records together by specific fields The grouped records are displayed under headings that can be expanded or collapsed to display or hide the recotds under the heading Root certificate A self signed certificate gener ated by a party that signs other public certificates Certification authorities may authorize other enti ties to issue certificates the root certificate belongs to the top level certification authority Round robin queue A type of incident queue in which unresolved incidents are automatically assigned to agents in a rotating fashion RPA responses per assignment A statistic that calculates the average number of times a staff member or group responded to each incident Rule See Business rule Rule base All rules states functions and vati ables associated with a particular object class answers contacts incidents chat sessions oppor tunities organizations targets and tasks in busi ness rules Rule log A feature for viewing the rule or rules that have fired agai
242. omers using Offer Advisor Promotions are generally created by mar keting staff members and presented to customers by agents See Offer Advisor Proof A way to review the content of a mailing ot survey to ensure the message is approved by the necessary contacts and staff members and as a final check for any mistakes Proofs can be sent to a proof list or group of staff members who in turn can accept or reject the proof Proof list A group of contacts either internal or external who review mailings and surveys before they are finalized Propose answer A function for proposing that an incident s solution be added to the answers available to customers The proposed answer is reviewed by the knowledge engineer who deter mines if it should be made public and if so its access level status language and visibility Proposed One of the default answer statuses This answer status indicates that the answer has been proposed by a staff member from an inci dent Answers with a Proposed status are not visi ble to customers See Answet status Provide Feedback A link on the Support Home page that customers can click to submit feedback about an organization s web site cus tomer service ot product satisfaction Public One of the default answer statuses and status types Answers marked Public may be visible to customers depending on their access level and language See Answer status and Answer status type 297
243. on A list of guides that match your search criteria is displayed c Select the guide you want to use and click the Select button The window closes and the questions in the guide are displayed 4 Answer each of the questions that are presented in the guide until you reach an end point which will be in the form of a knowledge base answer or a text explanation Finding answers using guided assistance 67 Guided Assistance C Expand Navigator E Navigate B Search for a Guide Select a Guide C Add Text to Thread Do you see the model number when you open the phone s flip top cover Figure 37 First Guided Assistance Question z Guided Assistance C Expand Navigator Navigate 4B Search for a Guide S Select a Guide C Add Text to Thread Do you see the model number when you open the phone s flip top cover H What is the model number ABC123 AYZ830 ABC567 AYz455 Figure 38 Second Guided Assistance Question RIGHT NOW 68 Incidents s Guided Assistance Expand Navigator 8 Search For a Guide 3 Select a Guide C Add Text to Thread Do you see the model number when you open the phone s flip top cover What is the model number AYZ830 ABC56 XYz455 Thank you If you would like we can enter this information in your record to assist you better in the future Figure 39 Guided Assistance Results 5 If the results provide answers from the knowledge base you can add
244. on Cloud Monitor 6 Drag the Cloud Monitor Search dashboard from the left column and drop it in the lower portion of the right column to add it as a Cloud Monitor item 7 Drag the Cloud Results by Search Terms report from the left column and drop it in the lower portion of the right column to add it as a Cloud Monitor item Note The other two reports Cloud Monitor for Twitter and Cloud Monitor for YouTube are included in the Cloud Monitor Search dashboard so you do not need to add them 8 Click the Save and Close button on the ribbon Now when a staff member using this navigation set logs in the Cloud Monitor button will appear on the navigation pane and the Cloud Monitor Search dashboard will be available in the Cloud Monitor navigation list Adding Cloud Monitor permissions to profiles Chapter 5 RightNow Cloud Monitor is not fully functional until Cloud Monitor permissions have been added to a profile You can add Cloud Monitor permissions to one or more profiles to meet your organization s needs For information about adding and editing profiles refer to the RightNow Administrator Manual To add Cloud Monitor permissions to a profile 1 Double click Account Profiles under Staff Management The content pane displays the Account Profile tree and editor 2 Right click the profile you want to add permissions to and select Edit Profile 3 Click the Service tab Monitoring the social cloud 201 Common Organizati
245. one Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Everyone Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Link Add as Text Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Figure 75 Answer Search Results 4 To append an answer link to the answer you are editing click Add as Link next to the answer The answer title and a link to the answer will be appended to the selected field of the answer at the cursor position 5 To append the answer text to the answer you are editing click Add as Text The text of the answer will be appended to the answer at the cursor position Tip To view the answer as it will app
246. ons Figure 144 Answers List Page Submitting feedback When viewing answers customers can rate answers and submit feedback on how the answer can be improved RIGHT NOW 232 RightNow Wireless From an Answer page customers can select Submit Feedback to see the list of feedback options Provide Answer Global Haw well did this angwer your question 1 EES Figure 145 Selecting a Percentage If customers select an option that is less than 100 an answer feedback form opens where they can enter and submit comments Provide Answer Global How Could this Answer be Improved Enter Email Address Edit Options Figure 146 Suggesting Improvements Chapter 8 Asking a question 233 Asking a question When customers cannot find an answer to their question in your knowledge base they can submit their questions to RightNow Service Customers select Ask a Question on the Support Home page and then select a product to open the Ask a Question page enter the question and submit it If they are not already logged in the login page opens first Aska Question Global Enter Description Enter Email Address Edit Options Figure 147 Entering a Question Note If there is not a contact record in the knowledge base that matches an email address entered by a customer a record is added using only the email address You must edit the contact record to add mo
247. ons Contacts Semice Sales Marketing Analytics Feedback Tasks Add Ins Incident Incident Queues Read v Pul Policy Add Edit Tier l x Pull Quantity 3 f 1 99 Send Response A Inbox Limit 99 1 99 Delete Propose Answer Workspaces wWorkflows Add Edit Interface Editor Workspace Workflow Delete global Incident Incident Set to Public Status Multi Incident Incident Multi E dit Answer Answer Assignment Assign to Other Groups Appear in Menus Multi Answer Answer Multi Edit Chat Sessions Chat Sessions Chat Sidebar Chat Sidebar dd Disable Delete Cloud Monitor C Search Respond Figure 121 Adding Cloud Monitor Permissions to a Profile 4 Select the Cloud Monitor check box The Search Respond check box will be automatically selected 5 Click the Save button Now when staff members with this profile run any of the Cloud Monitor reports they will have access to the Cloud Monitor controls to search the social cloud respond to posts ignore results and create incidents from posts Monitoring the social cloud Now that RightNow is configured for cloud monitoring you can use it to see what people are saying about your organization and its products and services in the social cloud The follow ing steps enable you to monitor the social cloud and use the newly discovered information to yout benefit Step 1 Search the social cloud for communications about your organizatio
248. ons Refer to the RzghtNow Analytics Manual for information about report options The list in the Learned Links section contains answers that are related as a result of customer activity All learned link answers are listed Table 23 provides a description of this list Table 23 Learned Links List Description Column Description Answet ID This column displays the answer ID numbet Summary This column displays a summary of the answer content The sum mary is the answer s subject Blocked This column displays the blocked mode of the answer link on the customer portal Note If No displays the answer link is not blocked on the cus tomer portal If Yes displays the answer link is blocked on the customer portal Inserting hyperlinks 125 Table 23 Learned Links List Description Continued Column Description Action This column displays a link for opening the learned link answer Note Right click the Open link to display Print Remove and Pre view functionality Tip If the Related Answers feature is enabled learned links will appear in the Related Answets section on the customer portal when a customer views the answer The number of related answers learned links that display depends on how your site is configured Inserting hyperlinks You can create a hyperlink in an answer that will link to a URL When customers view an answer on the customer portal that contains a hyperlink they can click t
249. ons 212 guide 213 opening 210 overview 55 210 presenting offers 56 216 product details 214 promotions 210 211 response selection 216 searching for offers 215 selecting offers 215 suggestions 210 213 window 56 Offer Advisor window 211 opportunities creating from incidents 57 27 5 organizations SLAs applying 27 P personal settings RightNow Chat 163 phrases search technique 40 presenting Offer Advisor offers 56 216 previewing answers 147 printing answers from the answers report 152 archived incidents 225 priorities Offer Advisor promotions 212 suggestions 213 product details Offer Advisor 214 products associating with answers 112 controlling answer visibility 80 Products Categories tab answers 94 profiles adding permissions for Cloud Monitor 200 promotions Offer Advisor matches 212 ovetview 210 presenting to customers 216 priorities 212 rank 212 selecting for customer presentation 215 Promotions Found Offer Advisor window 211 Propose Incident for Answer window 72 proposing answers from incidents 71 publishing defining a process for answers 76 Q questions RightNow Wireless submitting 233 updating 234 RIGHT NOW 2 6 queues incidents drop down menu 32 re queuing 73 Quick Search answers 96 incidents 24 R rank Offer Advisor promotions 212 suggestions 213 reassigning incidents 73 recipients incident responses 59 recotd tabs answers 93 incidents 20 Relationships t
250. ontent Products Categories Tasks 0 Details Attachments Audit Log Relationships English US Everyone v Keywords Answer Type HTML URL File Attachment URL Preview Preview Figure 49 Adding a URL Answer 5 Type or paste a URL address in the URL field 6 Click the Preview button to display the URL content The Preview section displays the link as it will appear in the customer s web browser It can also display other file types or folder content Note URL answers are not flagged as updated on the Find Answers page when the answer content changes if the URL does not change 7 Click the Save and Close button to save and close the answer Adding file attachment answers You can add file attachment answers to link to information contained 1n another document File attachment answers contain many of the same answer fields as in HTML answers how ever some fields such as the Question and Answer fields are unavailable when adding file Adding answers 109 attachment answers The exact fields available depend on the permissions set in your profile You can attach only one file for each answer File attachment answers are also indexed as searchable text on the customer portal Important File attachment answers appear to customers on the customer portal as file attachments which is different than HTML answers that contain fi
251. or Contains procedures for configuring RightNow to provide access to Cloud Monitot components Refer to page 198 e Monitoring the social cloud Contains procedures for searching the social cloud ignoring unre lated search results and responding to posts in the social cloud Also contains the procedure for creating incidents from posts Refer to page 201 RIGHT NOW 198 Cloud Monitor Configuring Cloud Monitor Before you can use Cloud Monitor to search for information related to your organization you need to configure RightNow to provide access to Cloud Monitor components such as reports and controls To configure Cloud Monitor you will need to Add the Cloud Monitor navigation button and dashboards to navigation sets Add or update profiles to include Cloud Monitor permissions Add or update staff accounts to use profiles that include Cloud Monitor permissions For information about adding and updating staff accounts refer to the RzghtNow Administrator Manual Note The administration options described in the following sections will not be visi ble until Cloud Monitor is enabled To enable Cloud Monitor contact your RightNow account manager Adding Cloud Monitor to navigation sets In order for staff members to access RightNow Cloud Monitor it must first be added to a navigation set You can add Cloud Monitor to one or more navigation sets to meet your orga nization s needs For information about adding a
252. orward process with a few simple guidelines By follow ing these guidelines you will enhance the search process for customers allowing them to find pertinent information quickly without needing to do multiple searches A knowledge base containing well crafted answers will also optimize the self learning features of RightNow Service that continually index group link and rank the answers in the knowledge base These RIGHT NOW 78 Answers Chapter 3 self learning features are the backbone of self service enabling you to present the most his torically useful answers first and to suggest answers related to the customer s current ques tion In addition effective answers will make your maintenance tasks easier as information ages and changes Use the following guidelines to create clear focused answers Create one topic answers Think of each public answer in your knowledge base as one topic or the answer to one question When a customer comes to your site with a question they want quick resolution One topic answers improve searching and group ing which enable customers to easily find answers One topic answers provide brief pertinent information without clutter A knowledge base of unique answers also simpli fies management and maintenance Provide adequate detail Because RightNow Service indexes the text of the Sum mary Question and Answer fields into words and phrases for text searching and answer grouping answ
253. ow Service puts knowledge at the fingertips of your customer service agents to quickly and consistently help customers and enables your customers to help themselves with powerful and intuitive web and voice self service capabilities RightNow Service is seamlessly integrated with RightNow Marketing RightNow Sales RightNow Analytics and RightNow Feedback enabling your organization to capture high value insights from customer service interactions to drive better marketing experiences and product development decisions About this manual This manual is intended for customer service agents and other staff members who work on incidents to answer customer questions chat with customers using RightNow Chat and work with answers in the knowledge base Refer to the RzghtNow User Manual for information and procedures for performing tasks associated with areas that are common to all RightNow products including RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales For information about the customer portal and how RightNow Service can assist your customers in finding the answers they need refer to the RzghtNow Customer Portal Manual Chapter 2 Incidents Contains the procedures for working with incidents filling your inbox working with SLAs adding SmartAssistant suggested answers and standard content to responses and using guided assistance Also included in this chapter are procedures for pre senting offers creating oppor
254. p of multiple tabs that allow you to navigate between different chat sessions and within individual chat sessions The chat ribbon allows you to access tools while chatting with customers Chat ribbon While chatting with customers multiple chat agent tools are available on the chat ribbon Table 35 describes the buttons on the chat ribbon Table 35 Chat Ribbon Description Group Button Desctiption Session Terminate Click this button to terminate the chat session Wrap up Click this button to conclude the chat and enter wrap up mode Wrap up mode allows you to do any post chat tasks before auto matically receiving the next chat request Tasks can include creat ing an incident from the chat adding the chat to an existing incident or creating an opportunity from the chat Join Click this button to join a chat session while monitoring a chat Refer to Monitoring chats on page 191 Note This button will be disabled until you begin monitoring a chat session Leave Click this button to leave a chat session during a conference Refer to Conferencing another agent into your chat on page 182 Note For this button to be enabled you must be the agent who was conferenced into the chat Transfer Click this button to transfer the customer to another agent Refer to Transferring chats on page 179 Conference Click this button to conference another agent into your chat Ref
255. pleted in order for opportunities to move through each stage Strategies allow organizations to define multiple sales plans based on their busi ness processes and help ensure that policies and procedures are enforced Strict priority 4A pull policy that defines the order in which the system pulls incidents or chats from multiple queues The strict priority ranking also identifies from which queues agents can retrieve incidents 265 Style All of the specifications that can be defined for presenting graphical and tabular data in a report including fonts colors and borders Suggested answers The list of answers from the knowledge base that is returned when Smar tAssistant is invoked either by staff members working on incidents or engaged in chat sessions or through business rules that append answers to email questions and Ask a Question queries from customers See also SmartAssistant Suggestion A product recommendation auto matically generated by Offer Advisor using a pre dictive model based on customer purchase history Support Home The entry page on the customer portal that contains links to the main functions in RightNow Service This page provides customers with quick access to the tools they need to answer their questions and receive immediate customer service Survey A method of gathering customer responses and feedback Surveys can be sent as mailings served as a web page or sent as events triggere
256. plex Expression Answers 26 Summary Date Updated Access Level Action Can I send emails from my phone How do I enable hands free calling on the Vista phones Why is my phone disconnected Am I charged airtime when I check my voicemail From my wireless phone Can I use my globalwireless phone internationally How do I report and disconnect a lost or stolen cell phone Why is the phone warm after a long conversation Which phones have text messaging Which phones have text messaging How do I place a call when my phone is roaming When will I receive my monthly phone bill Which phones are available For Global Wireless How do I order a user s manual For my phone Silver plan inFormation Prepay Plan information Gold plan information Why is the call sometimes interrupted Platinum plan information How do I change my address What is airtime What to do in an emergency How do I change the DMCA chip in a 100 200 or 300 cellphone How do I replace the batteries How do I dispose of old cellphones Why do my batteries last such a short time What is the procedure if a cellphone is lost or stolen 10 10 2007 09 42 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 11 2007 10 30 AM 10 10 2007 09 34 AM 10 10 2007 09 13 AM 10 10 2007 09 49 AM 10 02 2007 09 55 AM 10 10 2007 08 55 AM 10 02 2007 09 42 AM 10 10 2007 09 10 AM 10 10 2007 09 10 AM 10 11 2007 10 30 AM 10 10 2007 12 39 PM 10 10 2007
257. por tunities products staff accounts tasks mailings and campaigns maintained and presented by RightNow in a meaningful way knowledge base also refers to the interrelationships among the pieces of information 251 Knowledge engineer The staff member responsible for populating and maintaining the answers in the knowledge base for RightNow Ser vice Responsibilities may include identifying when answers should be added editing proposed answers and reviewing existing answers to keep them current Langcvt A utility for changing the language pack in RightNow from English to an alternate language pack This utility converts the message bases and prepopulated knowledge base to the new language Language The language for a specific interface that determines in part what answers are visible for viewing by customers Launched A mailing and survey status that indi cates a transactional mailing or transactional survey has been launched and can be included in a rule or campaign Layout A predefined format that can be used in custom reports to apply fonts colors and other display options Layouts can also be used in dash boards to apply a predefined structure for inserting reports Lead A potential opportunity A lead is a con tact discovered through a marketing campaign and forwarded to a sales representative through RightNow Sales See Opportunity Lead rejection type An option for classifying and recording th
258. posts in search results Chapter 5 With the large number of new posts appearing in the social cloud each day it is inevitable that some of the search results returned by Cloud Monitor will not be related to your organization ot its products and services For this reason RightNow Cloud Monitor allows you to ignore any postings that do not apply To ignore search results 1 Select the posting you want to remove from the search results list To remove multiple postings hold down the Ctrl key while selecting postings Responding to posts 205 2 Click the Ignore Result button on the ribbon Responding to posts Now that you have removed irrelevant posts from your search results you can begin reading and responding to posts RightNow Cloud Monitor lets you directly respond to a Twitter post without leaving RightNow This will save time by allowing you to respond without having to open a web browser ot web site By responding to posts you can help customers who have a question thank customers for positive comments or start a conversation about your products and services To respond to a post on Twitter 1 In the search results list select the post you want to reply to 2 Click the Respond button on the ribbon The Cloud Respond window opens Cloud Respond li User MT techie i Result Watching movie tutorials about how to answer incidents using RightNow Service by RightNow Technologies http twitter com MT techie status
259. r This information can be used to identify customers in CTI Backup directory The directory that contains all the backup files created by the File Managet RIGHT NOW 240 Backup file A file that is automatically saved each time a file is edited through the File Manager Before the file is overwritten the backup file is saved The restore function can be used to revert to the backup file Basic File Manager tThe default version of File Manager that provides access to the most com monly modified files including the files used to modify headers and footers of the email messages images in RightNow Chat wordlist files and dic tionary files See also File Manager and Expanded File Manager Billable task A way of classifying and recording the amount of time agents spend working on inci dents The default billable task is Miscellaneous and custom billable tasks can be added Block quotes A symbol or HTML tag that des ignates a section of text that is not part of the most current email reply such as previous entries in the email conversation See also Checksum and Techmail Boolean searching A knowledge base search that allows customers to connect multiple key words using amp AND and OR operators Bounced email Email that is undeliverable Email can be bounced when email accounts are not functioning properly or are full at the time the mailing is sent RightNow Marketing and Right Now
260. r of the lists of promotions and suggestions to help you decide which offer has the highest potential of suc cess You can select the offer s rank or its acceptance rate or you can enter search terms to determine how well the offer matches the customer s interests and use the match value as your selection ctiterion Tip You should strongly consider any offer with Yes displayed on a green back ground in the Dup column This indicates a product that appears in both pro motions and suggestions Jo select a promotion or suggestion To use rank as the selection criterion select the promotion or suggestion ranked 1 Or To use acceptance rate click the Yes column heading to list the promotions in order of acceptance rate lo enter search terms 1 To search for matched terms click the Search button on the bottom of the Offer Advisor window Offer Advisor Search Figure 133 Searching for Matched Terms in Offers 2 Type the search terms separated by a space or comma and click the OK button The list of offers is automatically ranked according to match value Note The search terms you enter are applied only to the promotions and suggestions available to this customer not to all promotions and suggestions RIGHT NOW 216 Chapter 6 Offer Advisor To present an offer 1 If you are on a phone call with the customer read or paraphrase the guide and product information to the customer Or If you are
261. r profile Required fields are labeled in red and have a red asterisk next to them you cannot save an incident without completing all the required fields One of the incident fields you are required to complete is the Status field The following sec tion provides an overview of this field Understanding incident statuses Incidents can have one of the four default incident statuses ot they may have a custom status defined by your RightNow administrator The default statuses are Unresolved Solved Updated and Waiting Depending on how RightNow Service has been configured in your organization the status can change automatically when you or the customer make changes to the incident You can also change an incident s status manually The following example describes how an incident s status can change automatically Step 1 A customer submits a question from the Ask a Question page The new incident has a status of Unresolved Step 2 The customer updates the question before you begin working on the incident The incident remains unresolved but the incident status changes to Updated to reflect the cus tomer s actions and alert you to the change RIGHT NOW 26 Incidents Chapter 2 Step 3 You edit the incident and send a response to the customer Your system may be con figured in either of the following ways to automatically change the status or it may be config ured so that no status change occuts The incidents stat
262. r s responses to the offers If you do not save the responses the reports generated by managers and matketing staff will not account for these responses and the historical information with this customer will not be accurate for future interactions Note If you send an email to a customer who replies with an indication of interest you can reopen the incident open the Offer Advisor window select the promo tion or suggestion and select Yes Interest or No to document the response appropriately RIGHT NOW 218 Offer Advisor Chapter 6 219 7 Incident Archiving As an agent you may need to reference outdated incidents in order to better serve your cus tomers With RightNow Service you can search for and view incidents that have been removed from your knowledge base and archived by your RightNow administrator Archived incidents display as read only text In this chapter Accessing archived incidents Contains the procedure for accessing archived incidents Refer to page 220 Searching for archived incidents Contains the procedure to search for archived incidents that meet specific criteria Also contains procedures to view and print archived incidents Refer to page 222 RIGHT NOW 220 Incident Archiving Accessing archived incidents You can access archived incidents from the RightNow Console Archived incident informa tion is read only and cannot be updated Refer to Table 40 on page 225
263. r the relative date and whether the time period is exact or rounded To filter answers by access level click the Access Level drop down menu and select the check boxes for the access levels you want the returned answers to be associated with By default the access level User Access 1s selected To search for answers based on content enter field information described in Table 6 Note All search types look for different word forms such as singular plural or differ ent verb tenses For example searching for reflect will find answers that contain reflection reflections reflected reflecting or reflects All search types use the logical operators AND and NOT Insert before a word to find answers that must include the word insert before a word to exclude answers containing that word The answetr s Summary Question Answer and Keywords fields are searched for matching terms Table 6 Search Knowledge Base Window Description Description Phrases Select this search technique to search for answers containing words in the phrase or question you type Multi word phrases usually pro duce better search results Adding content to the response 41 Table 6 Search Knowledge Base Window Description Continued Field Similar Phrases Description Select this search technique to search for answers that contain the words or phrase you type as well as answers containing synonyms for the words you enter E
264. r to the RzghtNow User Manual To add a contact click the New Contact button on the open Contact Search window refer to Adding and editing contact information on page 45 Note If this field contains a name the customer will also be listed as the primary contact on the Contacts tab Be aware that if you add another contact using the Search button the existing primary contact will be removed from the incident and replaced with the new primary contact To add a contact to an incident without removing the primary contact use the Add button on the Contacts tab toolbar Organization Name This read only field contains the name of the organization for the contact associated with the incident Product Click this drop down menu and select one or more product levels to indicate the product for the incident Category Click this drop down menu and select one or more category levels to indicate the category for the incident 3 To add a flag to the incident click the area next to the white flag at the top of the content pane Refer to the RzebzNow User Manual tot information about flagging records 4 To add other key incident fields click the Details tab and refer to Adding incident infor mation on the Details tab on page 31 Chapter 2 Adding incident information on the Details tab 31 Adding incident information on the Details tab The standard incident workspace contains a Details tab where you can enter addit
265. r when submitting a request to chat with a RightNow Chat agent Clone To create an exact copy of an existing interface Closed One of the default opportunity statuses and status types An opportunity with the Closed status has resulted in a sale Clustering An automatic process that groups the knowledge base into clusters of related answers and labels each cluster group with keywords that define those answers See also Data mining Co browse A feature in RightNow Chat that enables agents to guide customers through web pages using the mouse pointer to demonstrate actions See RightNow Chat RIGHT NOW 242 Color scheme A collection of colors that can be applied to chart styles Multiple colors can be defined and combined into one color scheme Charts that use the same scheme use the same set of colors Comparison petiod A reporting parameter used to compare a report s time period to an iden tical length of time in the past Comparison peri ods are defined when creating or editing a custom report and can be included in standard reports Competitor aAn option for identifying other par ties pursuing the same opportunity Compile A process that runs the compiler engine to check states functions and rules within a rule base to ensure there are no errors See Rule base and Activate Completed A mailing and survey status that indicates a broadcast mailing or broadcast survey has been sent
266. re answers manually defined by a staff member Market testing A method for testing different message formats in mailings on a percentage of the audience before launching a final email Market testing is available in even split and sampling modes See Even split mode and Sampling mode Mask A defined pattern that determines the for mat of information that can be typed in a field Matrix question A question type for displaying a series of survey questions in a table Matrix ques tions are useful when a group of questions can be responded to with the same set of answer choices Merge field A field that looks up contact infor mation and inserts it in the text of a document snippet or mail attributes of a mailing Merge field also refers to a database field that can be inserted in quote templates and merged with opportunity data Merge fields act as variables and are visible on the Quote Template ribbon when creating quote templates Message An email consisting of a collection of HTML text and images in a particular format Message base An editable text string that allows international language support and customi zation of headings labels buttons and other text on the administration interface and customer por tal and in email messages and notifications Message Base Editor tThe editor used for cus tomizing the message bases including all the head ings labels buttons and other text on the administration i
267. re information Refer to the RightNow User Manual to see how to edit contact information My Stuff My Stuff contains your customers personal account information where they can view and edit any questions they have submitted and update their profile information To access My Stuff customers must log in with their user ID and passwotd or create an account For more information about the My Stuff page refer to the RzghtNow Customer Portal Manual After logging in customers open the Support Home page with My Stuff options From this page the following options are available View a question Update a question Access account profile information To view a question customers first select My Questions and then select the question to view From the open question they can select options to update the question return to the ques tions list or return to the Support Home Page RIGHT NOW 234 RightNow Wireless Reference 070 Global Customer D505 2007 03 35 PM Phone help Update Question My Questions Home Select Options Figure 148 Viewing a Question To update a question while viewing it customers select Update Question and then enter addi tional information about the question in the text field The I No Longer Need An Answer To This Question option can be cleared on this page Update My Quest Global Enter Description NEN 0 ne langer need an answer to this question Update
268. report and disconnect a lost or stolen cell phone English US Everyone Public 10 10 2007 09 13 A 908 Mundo MD 5200 information English US Everyone Public 10 10 2007 10 01 4 936 Why is the phone warm after a long conversation English US Everyone Public 10 10 2007 09 49 A 977 Which phones have text messaging English US Everyone Public 10 02 2007 09 55 A 1001 Prepay Plan information English US Everyone Public 10 10 2007 12 40 P 1108 Can I send emails From my phone English US Everyone Public 10 10 2007 09 42 4 1124 Gold plan information English US Everyone Public 10 10 2007 10 08 A a 1131 Can I continue to use the same cellphone number after leaving my employer English US Everyone Public 10 10 2007 09 46 4 1133 Which phones have text messaging English US Everyone Public 10 10 2007 08 55 A e 5 u a fii 2 x 1155 How do I roll over the remaining minutes From one month to the other English US Everyone Public 10 10 2007 09 22 4 Logged in as Faith Carson 59 Records J online 100 Figure 42 Answers Default Report The answer information displayed on the content pane depends on the answers report you opened and which fields were defined when the report was created The Answers Default report for example displays the answer s ID summary language access level status assigned and date the answer was last updated The ribbon allows you to manage answers and provides data analysis options for working with reports Not
269. rers audiences the con tent library mailings and campaigns RightNow Sales Administrator and User Manual Contains procedures for the RightNow administrator and all staff members working with RightNow Sales Procedures for the RightNow administrator include adding sales process options and quote templates and configuring disconnected access Procedures for sales staff members include working with Opportunities quotes and disconnected access RightNow Feedback User Manual Contains procedures for all staff members working with RightNow Feedback This manual addresses Feedback explorers audiences the content library questions and surveys RightNow Made Easy An Administrator s How To Guide Contains basic procedures for the RightNow administrator to configure all common areas in RightNow and all RightNow products including RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales This streamlined how to guide gives administrators the basic steps to set up and configure all areas in RightNow one task at a time and complements the array of published RightNow manuals and documentation RightNow Made Easy A User s How To Guide Contains the basic procedures for tasks that staff members perform on a regular or daily basis With how to instructions for each RightNow product customer service agents marketing personnel and sales representatives can quickly and efficiently complete routine tasks as they work with cu
270. responding to an incident right click in the guide or product information sec tion to copy the text or append it to the response Modify as necessary before sending the response 2 Click Set Response in the Action column for the offer you want to present The associated drop down menu in the Response column is activated 3 Click the drop down menu and select one of the options in Table 37 Option Yes Table 37 Offer Advisor Response Options Description Select this option if the customer accepts the offer Depending on how the promotion is defined or how Offer Advisor is configured this button may take you to a URL for follow up action for exam ple an order form Interest Select this option if the customer expresses interest in the offer but is not ready to accept it Depending on how the promotion is defined or how Offer Advisor is configured this button may take you to a URL for follow up action No Select this option to indicate the customer s lack of interest in the offer The promotion or suggestion is disabled in the Offer Advi sot window and the response is recorded to prevent the offer from being made to this customer in the future Defer Select this option when you are sending the offer by email and do not yet know the customer s response 4 Click the OK button to return to the incident Presenting offers 217 5 Click the Save and Close button to save the incident and record the custome
271. responses 33 Messages Contacts Details Time Billed 0 Tasks 0 Organization Session 0 Attachments Audit Log C Send On Save j Smart Assistant Qy Search Knowledgebase Standard Text A E Undock add M View All Sort Date Ascending Response Edit Delete Hello Lisa Thank you for contacting our customer support department It would be helpful to have additional information about your problem Does this occur with all incoming calls or only certain ones Faith Carson Global Wireless Customer Carel Customer By Web Form amp Lisa Baker 02 05 2007 07 06 PM All see is when my phone rings Figure 9 Adding a Response on the Messages Tab The customer s question if submitted through the customer portal appears as a Customer thread You can also enter the question for the customer if for example you are responding to a phone call that thread appears as a Customer Entry Besides adding a Response thread you can also add a Private Note thread which can be read by other staff members but not by customets Note Whenever a valid incident reference number appears in any incident thread Customer Customer Entry Response or Private Note it is displayed in green text in the thread and is a link that opens the incident in a separate work group when you click it In order for RightNow Service to create a clickable link from an incident reference number the number must
272. rightnowtech com gt Wed 31 Dec 2008 13 07 08 0700 MST MIME Version 1 0 From MicrosoftE change329e716ec88ae4515bbc35abBce411098ecGirightnow com gt To lt mwaldron bighorm rightnowtech com gt Date Wed 31 Dec 2008 13 07 04 0700 Content Type multipart report report type delivery status boundary Bee4ea35 e66a 46ch b2e9 Scca68706ef0 Content Language en US Message ID lt 2e01 Sbee 6b82 4eb0 9373 1 34085a9620d gt In Reply To RNTT Av8G wrsDv85 Ab Ggce 6Q hbogRS 7 Ms 1230754023 1iW4EWENskET webdv01 int dy lan gt References lt RANTT Av8G wrsD v8S Ab Ggce 6Q hbogRS 7 Ms 1230754023 1iW4EWENskET webdv01 int dy lan gt Figure 32 Bounced Messages Window 2 Click the OK button to close the Bounced Messages window Finding answers using guided assistance Guided assistance is a powerful tool designed to step you through a series of questions and direct you to answers and text responses you can offer your customers As you work with cus tomers on the phone or respond to incidents you can quickly find the information that best RIGHT NOW 64 Incidents helps your customers Guided assistance steers you to the information based on your answers to the questions rather than you having to review SmartAssistant answers or search the knowledge base Before you can use guided assistance to work with incidents your RightNow administrator must have enabled the tool on your site created guides for you
273. ring chats on page 191 Note The Chat Supervisor Home dashboard has a default refresh time of thirty sec onds Chapter 4 Monitoring chats 191 Monitoring chats If you notice a chat duration that is unusually long you can monitor the chat to see if there are any problems By making sure chats flow through the system without interruption you are increasing customer satisfaction When you monitor a chat session the chat automatically opens on the Engagement tab The look and feel of the Engagement tab is the same for both supervisors and agents For infor mation about the sections on the Engagement tab refer to Chat Sessions workspace over view on page 165 lo monitor a chat session 1 Click the Login Chat button to log in to RightNow Chat Refer to Logging in to RightNow Chat on page 159 2 From the Chat Supervisor Queue Snapshot report right click the chat you want to moni tor The chat session opens on the Engagements tab and you can view all correspondence between the agent and customer At this point the agent does not know the chat is being monitored RIGHT NOW 192 RightNow Chat amp A A John Doe 799 global_98_cfm RightNow CRM x Home QQ Zx Join button L Taa Ne s Transfer apa Join Mti Conference Terminate Wrap up Q Leave 7 Addto New Addto New Offer Leave button 777777 Change LeadRole Incident Incident Opportunity Advisor Session I
274. riod RIGHT NOW 256 Preliminary screen pop Ihe toast notification that displays when an incoming chat request or call in CTI computer telephony integration is received The preliminary screen pop displays as a two column table that allows agents to view infor mation about the chat request or call before accepting or declining the request Preparing to Send A mailing and survey status that indicates a broadcast mailing or broadcast sur vey is about to be sent Price schedule An option for creating various pricing levels that can be assigned to sales prod ucts Price schedules allow the same product to have different prices such as wholesale and retail prices Primary key A database table column that is indexed to enforce a unique constraint meaning that a given value cannot appear more than once in the column This column is used to uniquely iden tify each record in the table Primary keys are often the target of a foreign key in a different table See also Foreign key Priority A ranking that defines the order in which RightNow Service pulls incidents from mul tiple queues The priority ranking also identifies which queues agents can retrieve incidents from Private One of two default answer status types Answers marked Private are never visible to cus tomets See Answer status type Private branch exchange PBX A telephone switch that is owned and operated by a private party Private key
275. rrace gt crg pip wap enduser php If your site requires customers to log in with a user ID and password the WAP interface will also require them to log in Customers can then access their customer account in addition to all public features through the WAP site Tip If your site does not require customers to log in they can access all public fea tures but not restricted functions such as My Stuff After typing the customer support site URL the page that opens depends on whether the interface is password protected If it is the Support Login page is displayed Select Options Figure 138 Support Login Page Customers click Login type their user ID and passwotd and press the Submit button to dis play the Support Home page If customers have forgotten their user ID or password they can scroll down and click the Account Assistance link From there customers can retrieve their User ID or reset their password Note On sites that are not password protected the Support Home page opens after the URL is entered Finding answers 229 Support Home P Global Suppart Hame Page 1 2 Ask a Question 3 Login 4 Create a New Account Select Options Figure 139 Support Home Page The functions on the Support Home page depend on the configuration of your customer support site and can include the following options Find Answers To search the knowledge base Refer to Finding answers on page
276. rresponding type See also Desktop workflow Forecast A projection of sales revenue for an opportunity that may close in a given sales period Foreign key A column or columns that contain values found in a primary key of another table Foreign keys are used to ensure relational integrity and are rarely primary keys See also Primary key Forward to Friend link A link that enables con tacts to forward the message to another email address This type of link can be added to docu ments templates and snippets for use in mailings surveys ot web pages Function A mathematical operator that can be applied to data from database fields to modify the data that is returned in an output column Func tion also refers to a container for business rules Functions are used anywhere in a business process that dictates doing the same thing in more than one place Functions reduce the number of rules needed by allowing the same rules to be evaluated from multiple states See also Business rules and Rule state Group A way to organize staff accounts Grouping A method for grouping data in a seg ment Filters can be used when grouping and are applied to the data after the grouping is completed Guide Information about a promotion gener ated by a marketing staff member This informa tion appears on the Offer Advisor window to help an agent present the promotion to a customer Guide also refers to a collection of branching ques
277. rticipating in the chat session clear the Private check box 5 Click the Send button to send your message to the agent Chapter 4 RightNow Chat for customers 193 6 To leave the chat you are monitoring click the Leave button on the ribbon You will be disconnected from the chat and the monitoring session will end The agent is notified that you left the chat If you cleared the Private check box during the monitoring session the customer is also notified that you left the chat RightNow Chat for customers While waiting to chat the RightNow Chat client allows customers to search the knowledge base for answers to their questions As an agent you can send URL links to customers so they can open web sites on their computers In addition customers can send you file attachments Chatting with an agent The RightNow Chat client is a simple interface that lets customers search the knowledge base while waiting to chat with an agent and print their chat dialog during or after the chat The following procedure describes the chat process from the customer s perspective To chat with an agent 1 From the Live Help page the customer fills in the required information and clicks the Submit Request button The RightNow Chat client opens Customer status section EHE ul ate Searching for an available agent Powered by RIGHT Customer position and estimated wait time in the queue P Your position in the queue 1 Estimate
278. ry 229 submitting feedback 231 questions 233 Support Login page 228 updating questions 234 S Search Knowledge Base window field descriptions 40 search techniques incidents 40 Search window Offer Advisor 215 searching answers from answers reports 96 from incidents 39 archived incidents 223 for offers 215 incidents from incidents reports 24 knowledge base for answers 39 Quick Search answers 96 incidents 24 RightNow Chat contacts 173 RightNow Wireless answers by product category 229 social cloud with Cloud Monitor 202 seeding knowledge base 76 Select a Guide window 65 Select Names window incident responses 60 sending incident responses 58 bounced messages 63 setvice level agreements see SLAs sibling answers 118 similar phrases search technique 41 SLA Viewer 27 SLAs adding SLA instances 27 applying 27 crediting incidents to 28 ovetview 26 Smart Merge answers 138 merging similar answers 138 Smart Merge window field descriptions 139 SmartAssistant answet links in incident responses 38 answer text in incident responses 38 suggested answers window 37 social cloud see Cloud Monitor solved count aging of answers 83 using to rate answers 82 2 7 Solved incident status 25 soutce mode adding HTML answers 106 standard answers report display 87 standard text inserting in chats 177 in incidents 43 with hot keys 45 Standard Text window 44 standard workspaces answers 88 incidents 16 statuses answers 79
279. ry Action 568 Can I use my globalwireless phone internationally Open Learned Links m Open fe Print A Assign LQ Preview amp Promote e Block Unblock 3 Options Answer ID Summary Blocked Action 2000 Mundo MD 6000 information No Open 2014 Can you please send me information about calling plans No Open Figure 77 Editing a Related Answer 3 Click Open next to the answer you want to edit The related answer opens in a new win dow 4 Make the approptiate changes 5 Click the OK button 6 Click the Save and Close button to save your changes and close the answer Note Editing a related answer will affect all answers associated with it Chapter 3 Inserting variables in answers 147 Editing multiple answers RightNow Service allows you to edit more than one answer at the same time and edit various fields such as status assigned staff member review and publish on dates products catego ries and custom fields This feature saves you time when you want to make the same change to multiple answers Refer to the RzghtNow User Manual Inserting variables in answers Answer variables are predefined shortcuts for entering information in an answer instead of a long string of text When an answer is displayed on the customer portal the variable is replaced with whatever value was specified by your RightNow administrator Variables are also helpful to use for information that may change When your RightNow administrator chan
280. s Your bill was not paid in a timely manner Your phone is not functioning correctly Your employer has disconnected the line You are in an area of limited or no service We suggest you call our customer service toll free at 1 800 555 1212 from another phone as soon as possible to solve this problem Details Figure 78 Previewing an Answer 2 Select the access levels from the Access Level selection menu and click the Preview but ton Only the sections of the answer with the selected access level will appear on the Answet Preview window Figure 79 shows the conditional sections associated with the selected access level Everyone Chapter 3 Validating answer links 149 ES Answer Preview Access Level Pjstinum Why is my phone disconnected o9 Why is my phone disconnected U There might be a variety of reasons for this Your bill was not paid in a timely manner Your phone is not functioning correctly We suggest you call our customer service toll free at 1 800 555 1212 from another phone as soon as possible to solve this problem Details Figure 79 Answer Preview with Selected Access Level Validating answer links You can check for broken links in HTML and URL answers This functionality applies to hyperlinks and links to other answers The broken links checker functions on a per answer basis Note When validating an HTML answer the broken links checker scans text on t
281. s answer A questionnaire must be created for each survey Queue See Incident queue and Chat session queue RIGHT NOW 258 Queued report A report that has been manually or automatically scheduled to run in the back ground after the report s search criteria is entered When a queued report has been generated a toast notification displays with a link to open the report Quick Access toolbar One or more buttons used as shortcuts to commands on the ribbon The initial set of buttons on the Quick Access toolbar is specified by what is displayed on the content pane but staff members can customize the toolbar to add frequently used buttons By default the Quick Access toolbar appears above the ribbon Quick Search A component in RightNow used to search for records and files when only limited information is known Quick Search can be used to search the knowledge base no matter what navi gation list is displayed or what is open on the con tent pane RightNow contains a number of default Quick Search reports and other reports can be added to the Quick Search button in navigation sets Quota The revenue goal assigned to a sales rep resentative during a specified time period such as month or quarter Quote A formal price assigned to a sales product for a particular customer during a sales period Quotes also include any discounts applied as well as the valid dates for the quote Quote template A template
282. s Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi answet from this view by clicking the File menu item and selecting Print Adding content to the response 43 14 Click the Close button to close the Search Knowledge Base window Inserting standard text When you are busy responding to customers questions you will appreciate having the rou tine parts of your job streamlined as much as possible For example you would probably wel come a shortcut as an alternative to typing a standard greeting and closing for every email response you send Your RightNow Service administrator can create standard text for routine situations so you can insert a text item into a response You can insert standard text from the Standard Text window or if you know the hot key sequence for the text item you can type it without opening the Standard Text window If you try to insert standard text when no threads are open for editing the operation will fail because you have not specified an insertion point To insert standard text from the Standard Text window 1 In your response position the cursor where you want to insert the stan
283. save it For example a rule can change an incident s disposition or add suggested answers to the Response field of the Messages tab Save and Close Click this button to save the incident you are working on and close the incident Actions Note With the exception of the New button the buttons in this group are not enabled until after you have saved an incident you are adding New Click this button to add an incident Most of the time you will be editing incidents but the procedure to add an incident is covered in Adding incidents on page 68 Refresh Click this button to refresh the current set of incident records Forward Click this button to forward the incident to any email address staff account ot group Refer to the RzghtNow User Manual for informa tion about forwarding records Print Click this button to print the incident Refer to the RzghtNow User Manual Copy Click this button to copy the incident Refer to the RzghtNow User Manual Delete Click this button to delete the incident RIGHT NOW 18 Incidents Table 1 Incident Ribbon Description Continued Group Button Desctiption Proofing Spell Check Click this button to check the spelling of any incident fields that have spell checking enabled For information about spell checking refer to the RightNow User Manual Related Activities Guided Assistance Click this button and either select or search for
284. se and then return later to complete the rest of the incident The standard incident workspace enables you to move quickly from one section to the next as you work on incidents You can edit any part of an incident in any order The procedures in this section follow the order of the fields and tabs on the standard incident workspace The majority of incidents will be assigned to you or pulled into your inbox When incidents are assigned to you some information in the record is populated when you open the incident Filling your inbox If your profile has incident editing permission and queues assigned to it you can click the Fill Inbox button on the ribbon of any incidents report displayed on the content pane When you click the Incidents navigation button and double click the default My Inbox report the incidents that are assigned to you are displayed As you respond to and solve inci dents their status changes to Solved or Waiting You can continue to refill your inbox to retrieve new unresolved incidents To fill your inbox Click the Fill Inbox button on the ribbon of any incidents report If your profile has been set to a manual pull policy the Manual Queue Pull window opens and you can click the arrow to select the queue you want to pull incidents from Note If only one queue is configured to pull incidents from the Manual Queue Pull window does not display Manual Queue Pull Which queue do you want to manually pull from
285. serting standard text on page 43 Click this button and select a font size for the information in the Font size ML incident thread the options are Normal Larger and Largest All text in all of the threads changes to the size you specify Click this button to display the incident thread in a separate win f undack dow For information about docking windows and using work groups refer to the RzehzNow User Manual LESE Click this button and select one of the following options before typing text in the field Customer Entry Select this option to enter information about the customer for example select Customer Entry when the customer s question occurs during a phone call This is the default option when you add an incident Response Select this option to type your response to the customer s question This is the default option when you edit an incident Private Note Select this option to type text that you want to be viewed only by other staff members customers cannot view this information Chapter 2 Adding responses 35 Table 5 Messages Tab Toolbar Description Continued Button Description View Click this drop down menu to select a view option The options include Note Customer Customer Entry Response Chat Tran script Auto Response and Auto Response Note Sort Click this drop down menu to sort the messages by descending or ascending date on the Messages tab Note Regardless of
286. several paragraphs of text but the first para graph does not contain information that will answer the customer s question Using an anchor you can quickly link to a specific location o insert an anchor 1 Right click the answer on the content pane and select Open 2 Insert the cursor in the exact location of the answer you want to link to 3 Click the Manage Anchors button on the toolbox The Manage Anchors window opens Manage Anchors Anchor Name Rename Close Figure 68 Manage Anchors Window 4 Type a name for the anchor in the Anchor Name field 5 Click the Add Anchor button to add the anchor at the cursor position in the answer 6 To rename an anchor select the anchor and click the Rename button 7 To delete an anchor select the anchor and click the Delete button 8 Click the Close button to save the anchor and close the Manage Anchors window Associating answers with multiple access levels You can associate multiple access levels with an answer If any of the access levels have cus tomet visibility the answer will be visible on the customer portal In addition you can control the answers returned in a customer s search by assigning them SLAs that allow privileged Chapter 3 Associating answers with multiple access levels 135 access to specific answers For example a customer assigned an SLA with Gold access will be able to view all answers with the assigned access levels of Go
287. sociated record is opened the records in the work group are collapsed on a single content pane tab All records in a work group are saved and closed in a single operation Workflow See Desktop workflow Working record The record being evaluated or acted upon by a workflow element ot connector For instance a workspace element can display the first or last record opened in the workflow or a record named elsewhere in the workflow Workspace The configuration of the content pane when working with answers contacts inci dents opportunities organizations and tasks when working in RightNow Chat and when work ing with quotes quote products and service opportunities Standard workspaces exist for each type of workspace and custom workspaces can be created The workspaces staff members use depend on their profile Workspace designer The tool used to create and edit custom workspaces WYSIWYG what you see is what you get See HTML editor RIGHT NOW 2 0 Index A accepting chats 169 access levels associating answers with multiple access levels 135 Add New SLA Instance window 28 analytics using to evaluate answers 86 anchors inserting in answers 134 answer access levels associating multiple levels 135 controlling visibility 80 answet fields descriptions 99 Answer Reference Tag window field descriptions 133 answet types File Attachment answers 109 HTML answers 101 ovetview 98 answers ac
288. sor evaluates the customer s information and looks for promotions and product suggestions If it finds promotions or suggestions or both the Offer Advisor button is enabled if no offers are available the button is disabled You can click the Offer Advisor button to open the Offer Advisor window and review the promotions and suggestions before selecting the most appropriate ones to present to the cus tomer Each promotion and suggestion contains additional information to help you provide more details to the customer You can also enter search terms that match the customer s interests and Offer Advisor revises the order of the promotions and suggestions according to how well they match the terms you enter Opening Offer Advisor Chapter 6 Offer Advisor evaluates customer information when you open an incident searching for pro motions the customer is eligible for and product suggestions that the customer might be interested in If it finds promotions product suggestions or both the Offer Advisor button is enabled on the ribbon After you solve the incident click the Offer Advisor button to display the Offer Advisor win dow containing promotions and suggestions Offer Advisor Julia Maxwell Promotions Found 5 Promotions Found 211 Name Summary Free ring tones Free ring tones Segment Segment Segment B Segment B lt Yes Match Dup Response Action 0 0 No INo Va Set Response 100 0 No N Set Response 0 0
289. ssistant button on the Compose section The SmartAssistant window opens J Smart ssistant i Click on add as link or add as text to insert the answer external document or web link into the current thread Multiple entries may be added ID Summary Weight Access Status Action 639 Are there any shortcuts for listening to voice messages 10 Everyone Public Add as Link Add as Text View 2240 Are there any shortcuts for listening to voice messages 10 Everyone Public Add as Link Add as Text View 1575 How do I place a call when my phone is roaming 9 Everyone Public Add as Link Add as Text View Figure 97 SmartAssistant Window 2 To add the answer link to your response click Add as Link 3 To add the answer text to your response click Add as Text 4 Click the Close button to close the SmartAssistant window Searching the knowledge base If SmartAssistant does not provide a relevant answer to a customer s question you can man ually search the knowledge base To search the knowledge base for answers 1 Click the Search Knowledge Base button on the Compose section The Search Knowledge Base window opens Chapter 4 Using agent chat tools 175 iJ Search for answers to add to the current thread click on add as link or add as text to insert the answer link or text Multiple entries may be added Filters Type Product Hierarchy Category Hierarchy Date Updated Public iv Al iv All i
290. state which specifies how much control you have over the customer s desktop Screen Select this option to view the customer s desktop Note This option is selected by default Pointer Select this option to view the customer s desktop and control the movement of the mouse pointer Note With this option selected mouse click functionality does not work on the customer s desktop Full Mouse Chapter 4 Select this option to view the customer s desktop control the movement of the mouse pointer and control mouse click func tionality Creating incidents from chat sessions 187 Table 36 Co Browse Toolbar Description Continued Button Field Description Full Mouse Keyboard Select this option to view the customer s desktop control all mouse functions pointer and mouse clicks and use your key board to enter information on the customer s desktop for instance to help the customer fill out a form Click this button to zoom in on the customer s desktop Zoom In Click this button to zoom out on the customer s desktop Zoom Out 4 Click the Disconnect button to disconnect from the co browse session Both you and the customer will be notified when the co browse session has ended Note The customer can also disconnect from the co browse session at any time Detailed co browse information is not recorded to the chat transcript Creating incidents from chat sessions By default when
291. stomer tabs will display Each customer tab will contain the same subtabs but the information on each tab will be spe cific to the customer you are chatting with 2 Type your reply in the message text box in the Compose section Using agent chat tools 171 As you type an inline spell checker recognizes misspelled words and marks them with a ted zigzag underline Right clicking the misspelled word presents a list of substitute words from which you can choose You can also choose to add words to your spell check dictionary For information refer to the RzghtNow User Manual e To copy and paste text press Ctrl c and Ctrltv e To start a new paragraph press Ctrlt Enter or Shiftt Enter 3 Click the Send button or press Enter to send your response Your response is added to the Transcript section and the customer s tab color changes back to gray signifying it is the customer s turn to respond For information about terminating chats and creating incidents from chat sessions refer to Creating incidents from chat sessions on page 187 The next section shows you how to use agent chat tools while chatting with customers Using agent chat tools The previous instructions contain the basic steps that take place between you and the cus tomer during a chat session however RightNow Chat has a variety of tools to help you answer questions and solve problems This section contains a description of these tools and the procedures for using
292. stomers and prospects The user s how to guide combines several RightNow user manuals into one easy to use resoutce RightNow Voice Manual Contains general information about the applications that com prise RightNow Voice as well as implementation information for each Voice application This manual is intended for organizations who offer RightNow Voice or are considering this self RightNow August 09 documentation 11 service solution anyone implementing RightNow Voice and staff members who are respon sible for managing the software on behalf of an organization or for their own organization after implementation RightNow August 09 Release Notes Contains a brief description of the new and expanded features in RightNow August 09 including features common to all products and those specific to RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales RightNow HMS Guide Contains upgrade instructions for customers hosted by RightNow Technologies RightNow Smart Conversion Guide Contains procedures for upgrading from RightNow CRM 7 5 and subsequent versions to RightNow August 09 RightNow Smart Client Installation Guide Contains procedures for installing the RightNow Smart Client on staff workstations using the Click Once or MSI deployment method RightNow XML API Manual Contains procedures for using the XML API to integrate the RightNow knowledge base with external systems including help desks
293. t of answers up front you can take advantage of the ongoing questions that your customers submit to capture real world issues As customers submit questions and your organization s support staff solves these issues you will be supplied with content that is perfectly suited for public answers RightNow Service s Propose Answer feature enables agents to suggest that certain incidents become public answers allowing you to seamlessly create public answers from the real issues that your cus tomers are facing This method of organic growth eliminates the need for a complete initial group of answers significantly reducing your ongoing maintenance tasks and ensures that your knowledge base contains useful effective content Additionally as you foresee that upcoming events for example a product release seminar or conference may increase que ries on your site you can manually add answers to the knowledge base to answer questions before they are even asked Note Agents can propose incidents as answers only if they have Propose permission in their profile Defining a process for publishing and reviewing answers Chapter 3 Before you develop your knowledge base it is important to understand the process for pub lishing answers Frequently the need for a new public answer will arise from a question sub mitted by a customer When agents resolve an issue and recognize the need for an answer they can propose an incident to become a publicly
294. t a link click Edit in the link s Action column If you are editing a hyperlink the Edit Hyperlink window opens Name Warranty information Target http crm rightnow com warranty Figure 81 Edit Hyperlink Window RIGHT NOW 152 Answers If you are editing an answer link the Edit Answer Link window opens Name Bronze plan information AnswerlD 2342 Figure 82 Edit Answer Link Window Note Although you can update fields such as changing the Target field you cannot leave a field blank If a link does not have a name associated with it the Name field will be disabled 3 Type your changes in the appropriate fields 4 Click the OK button The Edit Hyperlink or Edit Answer Link window closes and all links are automatically revalidated and displayed on the Check Links window 5 Click the OK button on the Check Links window The Check Links window closes Printing answers You can create a printable version of your answers in RightNow Service When using this function the answer opens in a new window The print command is then launched through yout web browser and you can choose to print the contents of the page For information about printing answers refer to the RzePbzNow User Manual Copying answers You can copy an existing answer to make a new answer or sibling answer When copying an answet you can have the same language access level and status or change any of these fields For
295. t conversation with RightNow Technologies today They RightNow Technologies has opened up their user communities RightNow Technologies mission To rid the world of bad expe Dear RadioShack Please upgrade your CRM Call Center capat mtbusiness mtbiz RightNow Technologies Announces First Qu Reading RightNow Technologies Inc Q1 2009 Earnings Call 1 Can Cloud Computing Get Army Strong RightNow Technolo HEADLINE rightnow Technologies Inc Q1 2009 Earnings Call rightnow Technologies Inc Q1 2009 Earnings Call Transcript I Sales Operations Compensation Specialist In House Bozeman Iw gt Figure 125 Cloud Monitor Search Results for Twitter Tip Posts will appear only one time in search results so each time you search the social cloud you will see only the newest results If you want to see the results of a previous search use the Cloud Results by Search Terms report It allows you to view the results from previous searches and filter the results based on the staff member who ran the search and the date the search was executed With the exception of posts that have been replied to ignored or turned into incidents the data returned by the Cloud Results by Search Terms report is purged after seven days so you will always be accessing the most current data 9 To view a post in a web browser click the URL in the Post URL column 10 To view search results for another source click the tab for the source Ignoring
296. t open click the Propose button RIGHT NOW 72 Chapter 2 Incidents General Products and or Categories The following answer fields are populated with incident data Please review and make edits to this proposed answer Proposed Answer Summary have to push really hard on my keypad Question Interface global have to push really hard on my keypad Answer Thanks for contacting Global wireless We are happy to help you with your problem have reviewed your question and have an immediate answer for you Thanks again and have a great day Figure 41 Proposing an Incident for an Answer 2 Review the proposed answer and make any necessary edits 3 To add a note to the proposed answer click in the Notes field and type your comments 4 To add or remove any products or categories associated with the proposed answer click the Products and or Categories tab Select those you want to associate with the proposed answer and clear those you do not want to associate with the answer Note The products and categories associated with the incident are selected by default 5 To add any files that are permanently attached to the incident to the proposed answer click the Files tab Select the check box next to any file you want to propose with the inci dent 6 Click the OK button to submit the incident as a proposed answer A confirmation mes sage lets you know that an answer was proposed from the incident D
297. t requests and view the status of your connection with the chat server By default the Live Media bar is docked below the ribbon at the top of the content pane but it can also be docked to the left right or bottom of the content pane The Live Media bar can also be undocked float and resized to small mode using right click functionality Note The Live Media bar displays buttons related to both RightNow Chat and CTI however buttons are visible according to what is enabled For example if only RightNow Chat is enabled then only chat related buttons will display If neither RightNow Chat nor CTI are enabled the Live Media bar will not display on the content pane Table 33 describes the options available on the Live Media bar Table 33 Live Media Bar Description Button Description Login Chat Click this button to log in to RightNow Chat The Agent Status drop down menu will be enabled Note This button appears only when you are logged out Logout Chat Click this button to log out of RightNow Chat The Agent Status drop down menu will be disabled Note This button appears only when you ate logged in Agent Status Click this drop down menu to select an agent status type and sta tus Note RightNow contains two default agent status types Unavail able and Available By default the Unavailable status type is selected but your RightNow administrator can select Available as your default status type In addition your administr
298. t to present The associated drop down menu in the Response column is activated Creating opportunities from incidents 57 5 Click the drop down menu and select Yes Interest No or Defer 6 Click the OK button to return to the incident 7 Click the Save and Close button to save the incident and record the customer s responses to the offers Creating opportunities from incidents During the course of working with customers you might discover information that makes them potential customers for other services and products your organization offers In those cases you can create opportunities and send them to the sales department for evaluation and follow up Figure 27 is an example of the standard service opportunity window The workspace you use to create an opportunity from an incident may be different depending on your profile and any custom workspaces defined by your RightNow administrator To create an opportunity trom an incident 1 From an open incident click the New Opportunity button F id H New Opportunity global_92_cfm RightNow CRM x 1 Home b C x HA vao Save Save amp Spell Links Info Close Check Save Proofing Links and Info Incidents Q My Inbox 061106 000003 S New Opportunity aa Incident Items A sew Assigned Faith Carson vi Q Incidents Q My Inbox i Opportunity Name New Service Opportunity for Delilah Mcnair Customize List Summary See Incident 061106 000003
299. tNow CRM lE L Home b az 1 an Print e ABC CR v9 ge 9 OK Cancel New Refresh Appointment s Reset Spell Links Info J Delete Password Check z Editor Actions Proofing Links and Info First Name Johri State Service Marketing Sales vi Last Name Doe Organization Q Email x jdoe example com C Salesperson No Value ha Office Phone x Title Address Q Login Edit SLA Add Contact Type No Value iv Global Opt in No Value iv Opportunites 0 Tasks 0 Incidents Surveys Marketing Activity Attachments Audit Log Add New Options Opportunity Name Assigned Status Stage Rep Forecast Manager Value Date Updated Action There are no items to show in this view Logged in as Edward Lang RY Online 100 W Figure 96 Viewing a Contact Record During a Chat 2 After viewing or editing the contact record click the OK button on the ribbon to return to the chat session Accessing SmartAssistant suggested answers While chatting with a customer you can use SmartAssistant to suggest answers for a cus tomer s question SmartAssistant searches the knowledge base and returns possible answers related to the chat history text A new window opens containing links to the suggested answers If an answer is pertinent you can add the answer text or the answer link to the Com pose section and send it to the customer RIGHT NOW 174 RightNow Chat To access SmartAssistant suggested answers 1 Click the SmartA
300. tab and nested tabs con tain additional information Session 0 Audit Log First Name Delilah Last Name McNair Email z delilah mcnair antioners example com R Title Office Phone Address Connelly St Rosebud MT 55555 US Contacts 1 Contact Fields e Add 8 Open L3 Copy 4 Print x Remove 2 Email 3 Options Primary Full Name Email Address Organization Name Office Phone Title Action Delilah McNair delilah mcnair antioners example com Antioners Open Print Figure 16 Contacts Tab of an Incident RIGHT NOW 46 Incidents 2 To add a new contact to the incident click the Add button and select Add New The New Contact window opens Important Adding a new contact from the Contacts tab does not change the primary con tact for the incident To designate a primary contact you must manually select the Primary radio button next the contact s name Howevet adding a new contact using the Search button next to the Contact field of the incident not only replaces the existing primary contact with the new contact but the existing primary contact is automatically removed from the inci dent For information about the incident Contact field refer to Editing key incident fields on page 29 Or To add an existing contact to the incident click the Add button select Add Existing search for the contact you want to add and select
301. tcut field and press Enter to automatically insert the response ot URL in the message text box in the Compose section Note When adding standard text press F8 to access the hot key menu To insert standard text 1 Click the Standard Text button on the Compose section The Standard Text window opens Note If your organization uses folders to manage standard responses expand a folder to open it and view the responses or click the Expand All button to expand all folders 2 Double click a response to add it to the Preview section of the Standard Text window RIGHT NOW 178 RightNow Chat Standard Text i Click a standard text entry to see its hotkey and preview To add the text to the current thread select an item and press ok Y ou may also double click items to add multiple entries without closing this dialog Find in List Name Customer Greeting pe E Angry Customer Pj Forgot Password Hotkey cg When adding standard text press F8 to access hotkey menu Preview Dear contacts alt name first Thank you for contacting Global Wireless Please find our response to your questions regarding incidents prod Iv idl elow Figure 100 Standard Text Added to Preview Section 3 Click the OK button or press Enter to add the standard text to your response The stan dard text is now ready to send to the customet Tip If you send a URL to the customer it will display as an active link on the client win
302. terfaces and customers you want to be able to view the answer You can control this visibility through the visibility of answer statuses answer access levels languages prod ucts categories and conditional sections For more information refer to Controlling answer visibility on page 79 Step 4 Determine the display position of new answers You can set the position of a new answer relative to other answers on the Find Answers page on the customer portal When adding or editing an answer you can choose to place new answers at the top middle ot bottom of the answers list or fix them at the top middle or bottom If you want to give added visibility to newly published answers place them at the top and then allow their historical usefulness to dictate their future placement In this way your cus tomers will be aware of new answers as you publish them Step 5 Notify staff of new answers Your RightNow administrator can create a custom report that shows the recently published answers and subscribe you and other staff members to receive the report on a regular basis You will be kept up to date on new issues and the growth of the knowledge base After following these steps to identify your process for publishing answers to your customers you can begin creating answets The following section describes how you can create effective useful answers for your customers Creating effective answers Creating useful answers is a straightf
303. that can be added to cam paigns contacts documents mailings opportuni ties organizations and surveys for internal reference Notes can also be added to incidents in the incident thread Notification A message that notifies appropri ate staff members about incidents answers mail ings campaigns opportunities and system errors Object The specific answer contact incident chat session opportunity organization target of task that is evaluated by the rules in the object s tule base See also Object class Object class A grouping of database entities including answers contacts incidents chat ses sions opportunities organizations targets and tasks for which business rules have been defined Each object class has a separate rule base for eval uating objects Offer A promotion developed by marketing per sonnel or a product suggestion generated automat ically by Offer Advisor that 1s presented to a customet by an agent Offer Advisor A feature in RightNow Service for creating and presenting promotions to custom ers and for making automatic recommendations based on customer attributes and purchase history Offline mode The mode in which RightNow Sales functions when an Internet connection is not present In offline mode RightNow Sales commu nicates with the offline local database Also called disconnected access See Disconnected access On Break One of the default chat agent sta t
304. the amount of time a customer has been waiting to receive a response from you When a customer responds to you the tab changes from gray to green notifying you that it is your turn to respond By default after thirty seconds have passed the tab changes from green to yellow After an additional thirty seconds the tab changes from yellow to red After you respond to the customer the tab changes to gray Chatting with customers If you are the agent selected for a chat request you will receive a toast notification Through chat notification settings you can also enable sound notification For information about chat notification settings refer to Changing chat options on page 162 By default the toast notification contains customer information including the customer s first and last names email address and any incident custom fields that have been configured by your RightNow administrator Chapter 4 Chatting with customers 169 Gs Chat Agent Home global 98 cfm RightNow CRM Home Page Setup TER CHER Di gt Dashboard Head Q 4 ES DA CB aoyo Gp rene ssnboardHeades f F Auto Fi t Fia Default Setti Dashboard Footer Search Refresh Reset Scrollable o Format n Default Settings FS me Seg Data Set Display Dashboard Me Sections Communication Ce Communication Center tte 4 8 il T Z F3 a Notifications F D Ghat Agent Home Logout Chat Available RequestChat CancelRequest Connectivity C
305. the content pane Figure 1 is an example of the My Inbox incidents report Incidents reports 15 fz My Inbox global 92 cfm RightNow CRM c Y o E Home Display Page Setup 9 mx gt Print X Delete Gill Inbox Q Q EM G Al Sort Li Forward L3 Copy _ SRollups Ha Default Settings ee ee d peers C Forward Incident EmailContact Search Refresh Reset sa aslice sts gS Record Data Set Analyze Report Home Items Subject Date Due Status I downloaded some new ringtones now can t Find them 09 12 2006 06 56 PM Updated Customize List Ihave to push really hard on my keypad 11 07 2006 12 17 AM Updated Recent Items Ihave to push really hard on my keypad 12 11 2006 12 45 AM Updated 9 316 000007 ihe Bi push really hard on my keypad 03 23 2007 04 09 AM Updated iv Follow Up I m getting several dropped calls per day 01 18 2007 01 23 AM Updated BE Lisa Jones I m getting several dropped calls per day 01 23 2007 08 49 PM Updated Guick Seren Invalid number 03 30 2007 05 00 PM Updated Need help getting 3 way calling to work 04 16 2007 05 00 PM Unresolved Need help setting up voicemail 03 28 2007 09 11 AM Updated Search Roaming charges 07 05 2006 02 56 AM Updated Puson Leis Roaming charges 07 24 2006 05 45 4M Updated Roaming charges 08 31 2006 10 10 PM Updated Roaming charges 09 22 2006 03 40 AM Updated e Roaming charges 11 15 2006 04 06 PM Updated M Communication Center Roaming charges 11 23 2
306. the promotions in order of match where a high value indicates a strong match click the Match column heading Lower ranking pro motions that did not appear when the list was prioritized by rank may now be displayed based on their match with the search terms you entered To learn how to search for matches refer to To enter search terms on page 215 The column titled Dup is used to indicate whether the product in the promotion is dupli cated in a suggestion If the same product appears in Promotions Found and Suggestions Found the Dup value in the row is Yes and is highlighted in green Suggestions Found 213 Offer Advisor Julia Maxwell Promotions Found 1 Name Summary Rank Yes Match Dup Response Action li Holidays 2006 Promotion for Holidays 2006 1 n Nes N Set Response Suggestions Found 2 Name Summary Rank Yes Match Dup Response Action 2yr 400 Airtime Two years 400 Minutes Airtime Unlimited 1 0 Yes N Set Response 1yr 600 Airtime One year 600 Minutes Airtime Unlimited 2 0 No Value Set Response a ey foe eee ee ee Promotion for Holidays 2006 2yr 400 Airtime Unlimited Nights amp Weekends ge EP Product Details Two years 400 Minutes Airtime Unlimited Nights amp Weekends Figure 130 Duplicate Promotion and Suggestion on the Offer Advisor Window Suggestions Found The Suggestions Found section of the Offer Advisor window displays recommendatio
307. the ranking of the answer Place at Bottom Select this option to place the answer at the bottom of the list by changing the score to be equal to the lowest answer score The score is then adjusted as the solved count changes over time Place at Middle Select this option to place the answer at a level that is 50 of the highest answer score The score is then adjusted as the solved count changes over time Place at Top Select this option to place the answer at the top of the list on the Find Answers page by changing the score to be equal to the high est answer The score is then adjusted as the solve count changes over time Fix at Bottom Select this option to permanently fix the answer at the bottom of the list on the Find Answers page by changing the score to be equal to the lowest answer score The answet s score will not increase or decrease over time Fix at Middle Select this option to permanently fix the answer at a level that is 50 of the highest answer score The answer s score will not increase or decrease over time RIGHT NOW 116 Answers Table 17 Answer Details Tab Description Continued Field Fix at Top Description Select this option to permanently fix the answer at the top of the list on the Find Answers page by changing the score to equal the highest answer score The answer s score will not increase or decrease over time Review On Click this drop down menu to
308. them Viewing customer information You can tailor your assistance to customers if you know what issues they are experiencing For example if a customer has an open incident in RightNow Service you can view the con tents of the incident while chatting with the customer To view incidents submitted by a customer 1 While chatting with a customer click the Incidents tab RIGHT NOW 172 RightNow Chat Chapter 4 Live Media Bar Q 4 n all Logout Chat Available RequestChat CancelRequest Connectivity John Doe 799 First Name John Contact John Doe Last Name Doe Date Requested 06 29 2009 03 02 PM Email jdoe example com Interface global Question Queue RightNow Live Default Queue Engageme Incidents O Add NI Open Print L Copy X Delete 23 Forward 3 Options Status Response Interval Resolution Interval Source Reference V Subject Action Solved Dh Om 40h Om Incident Editor 090629 000001 long distance plan Open Delete Print Solved Oh m 40h Om Incident Editor 090629 000000 490 warranty Open Delete Print Unresolved Oh Om Oh Om Live Chat 090609 000000 Chat Session Open Delete Print Figure 94 Incidents Submitted by Customer 2 Double click an incident to open it For information about incidents refer to Overview of incidents on page 14 3 After reviewing the customer s current incidents click the Engagement tab to return to the chat Searchin
309. time used to track the revenue goals assigned to each sales represen tative The default sales periods are annual semi annual quarterly monthly and weekly Sales product An option for identifying items ot services sold by an organization Sales products can be added to quotes and promotions Sales products custom field A field for gather ing and displaying additional information about sales products Sales products custom fields appear on the Details tab of the Sales Product editor Sales quotes custom field A field for gathering and displaying additional information about sales quotes Sales quotes custom fields appear when sending a quote with an opportunity Sales representative A staff member who may be assigned opportunities and who may also main tain contact and organization records Sampling mode A market testing mode that sends test messages to a specified percentage of the audience After determining the most effective message a final message can be sent to any audi ence members who did not receive a test message See Market testing Scheduled A mailing and survey status that indi cates a broadcast mailing or broadcast survey is ready to be sent and will be emailed at the sched uled send date and time RIGHT NOW 262 Scheduled report A report that is sent as an HTML email or HTML email attachment to staff members distribution lists or external email addresses at specified times Schedu
310. tion s web site 245 Design space The section of the workspace designet where fields and controls are added edited moved and removed to create a work space Desktop workflow A sequence of workspaces scripts decisions and actions presented to staff members as a dynamic interface to support com plex business processes Dialed number identification service DNIS A service that identifies the telephone number that the caller dialed This is useful if sev eral telephone numbers are redirected to a single destination number Disconnected access The mode in which RightNow Sales functions when an Internet con nection is not present When an Internet connec tion is not present RightNow Sales communicates with the offline local database Also called offline mode Display position The position where a new answer appears on the Find Answers page Options include Historical Usefulness Place at Top Middle or Bottom Fix at Top Middle or Bottom The display position is selected from the answet s Display Position drop down menu Disposition An option for classifying and recording how incidents are ultimately resolved Up to six levels of dispositions are available Distribution list A mailing list of non staff member email addresses used for scheduling reports or any mailing event Docked filter A run time selectable filter or out put variable that is added to the top of a report Docked filters let r
311. to attach a file that contains graphic elements When you attach a file to an incident that file becomes permanently attached to the incident Likewise any file the cus tomer attaches when submitting a question also becomes permanently attached to the inci dent Note HTML email updates that are larger than the maximum description size are attached to the incident as an HTML file Files that are permanently attached to an incident are not sent in your response to the cus tomer Instead you and other staff members can access the file from the Messages tab or the Attachments tab of the incident while the customer can access it from the My Stuff page on the customer portal As a result email is sent more quickly because the file is not included in the transmission and files are kept in a single location for reference Presenting offers to customers 55 The Attachments tab lists any files attached to the incident and contains the file name size dates created and updated a description and whether the attachment is private not visible on the customer portal Attachments can also be accessed but not added or removed on the headers within the Messages tab by clicking on the file attachment icon For information about attaching files to records refer to the RzghtNow User Manual Note You can also attach a file to your email response In contrast to a file you attach to an incident the email file attachment is attached to that message on
312. to the RzghtNow User Manual Click this button to open the selected answet lime Open rem Click this button to print the selected answer M ean Click this button to remove the selected answer from the list Click this button to preview the selected answet Click this button to display a drop down menu of analytics options Refer to the RzgbzNow Analytics Manual for information about teport options m m mq E l FE Options Chapter 3 Managing answer relationships 123 The list in the Manually Related Answers section contains answers that may contain related answef information Table 21 provides a description of this list Table 21 Manually Related List Description Column Description Answer ID This column displays the ID assigned to the answer Summary This column displays a summary of the answer content The sum mary is the answert s subject Action This column displays a link for opening the manually related answer Note Right click the Open link to display Print Remove and Pre view functionality Learned links RightNow Service can automatically link answers based on customer activity Relationships between answers are established when customers view answers in the same session Learned Links gt Open eh Print A Assign Preview amp Promote Block Unblock 3 Options Answer ID Summary Blocked Action 1573 How do I ask for my phone to be upgraded No Open 2000
313. tomer activity and provide data on the effectiveness of your knowledge base One of the most useful reports for identifying subject matter holes in your knowledge base is the Information Gaps report This report cre ates knowledge clusters from your existing incidents and compares them to your answers alerting you when incidents are created that are not closely matched to any answer By brows ing the incidents and their cluster topics you can evaluate the need for additional answers in yout knowledge base You can also use the following reports to analyze your knowledge base Admin Answers Accessed Answer Notifications Answers Viewed Keyword Search Operations Dashboard e Service Summary e Session Tracking e Site Effectiveness Overview of answers Chapter 3 One of the greatest ways you can improve your customers experience is to have answers to common questions readily available on your support site With RightNow Service you can create answers about your services and products and post them on your site You can also create public answers from incidents in your knowledge base or agents can propose incidents to become answers Answers reports 87 Once an answer is in your knowledge base you can update it at any time making sure your knowledge base contains only the most up to date information For example you can define specific dates to review an answer and change the answer to Private while you update the d
314. tomers can use a wire less application protocol device to access your customer portal Documentation conventions Chapter 1 As you work with RightNow documentation you will notice certain conventions used to con vey information To help you become familiar with these conventions the following table contains examples and descriptions of the conventions used Convention Description lt angle brackets gt as in Indicates variable information specific to your http lt your_site gt custhelp com RightNow application RightNow Common gt CTI gt General gt Indicates the path to access a configuration setting CTIENABLED ot message base beginning with the category and ending with the specific configuration setting or message base Click the Application button and select Help gt Indicates the multiple selections necessary to Help Contents access an option or action from a tiered menu RightNow August 09 documentation 9 Convention Description Asterisk preceding field names in tables Indicates that the field is required You cannot save a record report or file until you fill in all required fields Note In RightNow required fields are flagged with an asterisk or the field name appears in red text ot both Key combinations such as Indicates that more than one key must be pressed Ctrl Shift Tab simultaneously to perform an action Ctrl f Note Keyboard keys are set in bold type in the documentation for
315. tunities proposing incidents as answers and re queueing and reassigning incidents Chapter 3 Answers Contains an overview of managing and seeding the knowledge base organizing answers and maintaining the knowledge base This chapter also contains the pro cedures to search for add edit and publish answers and manage answer relationships RIGHT NOW 8 Introduction Chapter 4 RightNow Chat Contains procedures for logging in changing chat options chatting with customers viewing customers incidents searching for contacts adding stan dardized content to chats transferring chats conferencing other agents into chats co brows ing with customers creating incidents from chat sessions and monitoring chats Chapter 5 Cloud Monitor Contains an overview of Cloud Monitor and procedures for configuring it Also included in this chapter are procedures for searching the social cloud responding to posts on Twitter and YouTube and creating incidents from posts Chapter 6 Offer Advisor Contains an overview of Offer Advisor and descriptions of pro motions and suggestions Also included in this chapter are procedures for opening Offer Advisor searching for and selecting offers and presenting promotions and suggestions to customers Chapter 7 Incident Archiving Contains the procedures for accessing searching for viewing and printing archived incidents Chapter 8 RightNow Wireless Contains an overview of how cus
316. tus Action 2345 Which phones are available For Global Wireless 1581 Does Global Wireless offer cellular modems 645 What is airtime 514 Who can take advantage of the Ride High discount program 30 Everyone 29 Everyone 29 Everyone 29 Everyone Public Public Public Public Add as Link Add as Link Add as Link Add as Link Add as Text Vi Add as Text Vi Add as Text Vi Add as Text Vi Close Figure 10 Finding SmartAssistant Suggested Answers 2 To include the text of an answer in the response click Add As Text in the Action column The answer content is added to the response Tip You can also enter answer text if you know an answer s ID by pressing F9 from the incident response on the Messages tab typing the Answer ID number in the Append Answer Text window that opens and pressing Enter RIGHT NOW 38 Incidents Session D Attachments E Undock View All Sort Date Descending Response Edit Delete Summary Which phones are available for Global wireless Question lt as html gt Which phones are available for Global Wireless amp nbsp The following phones are available for Global Wireless lt br gt lt br 7 Conversa C 3720 Figure 11 Inserting Text from a SmartAssistant Answer Tip You can edit the answer text before sending the response 3 To add an answer s URL link to the response click Add As Link in the Action co
317. us Language Access Level Product and Category fields must be set to a visibility that allows access by customers If even one field does not allow visibility the answer will not be available on the customer por tal In addition if you have sections within an answer with restricted visibility that section must be assigned an access level associated with the answer Answer status The first factor that determines the visibility of an answer is the answer status There can be many custom answer statuses but all must be either a Public or Private status type which is determined when the custom status is created Answers set to a status that has a Private status type can never be viewed on the customer portal regardless of their access or language assignment Public answers may be viewable through the customer portal depending on the other fields selected Two of the default answer statuses are Review and Proposed both of which have a Private status type When agents propose an incident to become an answer it is copied and set to the Proposed status with an access level of Everyone Since the Proposed status is a Private status type the answer will not be visible to customers RIGHT NOW 80 Answers An answer changes to the Review status when its solved count reaches zero or when the date specified when adding or editing an answer is reached The Review status will automatically remove the answer from the customer portal Answ
318. us changes to Solved Important Regardless of how your system is configured the status of an incident automati cally changes to Solved when the customer selects the I no longer need an answet to this question check box on the Update My Questions page or through the link in the email response You will receive an incident notification e The incidents status changes to Waiting The Waiting status signifies that you have sent a response and are waiting for the cus tomer to let you know if this answers the question If your system has this configuration and the customer does not respond within forty eight hours the default time the sys tem automatically changes the status to Solved and sends an email to the customer Understanding SLAs Another field you may work with 1s the SLA Instance field This section describes SLAs SLA instances how to apply SLA instances and how to credit incidents to them An SLA is a service level agreement SLAs allow your organization to assign and track cus tomer service such as the number of questions a customer can submit through different channels and the duration of support Both contacts and organizations can have SLAs but contacts that are associated with an orga nization do not have individual SLAs Instead their incidents are credited to their organiza tion s SLA Only contacts that do not have an organization association can have SLAs Your RightNow administrator creates an SLA which is
319. use the format FH F HARTA To save time and make your responses accurate and consistent you can add predefined con tent including standard text or SmartAssistant suggested answers You can also search for answers that are related to the customet s question The Messages tab lets you send the response to the customer when you save it if you want you can send the incident to other recipients as well by adding their email addresses to the Cc and Bcc fields The send response functionality also allows you to attach files to the incident and select secure email options RIGHT NOW 34 Incidents Table 5 desctibes the toolbar buttons that appear on the Messages tab Table 5 Messages Tab Toolbar Description Button Description Select this check box to send your response to the customer when you save the incident Refer to Sending responses on page 58 Click this button to select one or more answers you can insert into your response as either text or a URL link Refer to Adding E Smart Assistant SmartAssistant suggested answers on page 36 NUUS Click this button to search for answers to help you respond to the customer Refer to Searching the knowledge base on page 39 for information Click this button to select and insert a predefined piece of informa Standard Text tion into the response for example you might select a greeting closing or response to a common question Refer to In
320. uses This status indicates that the agent is on break and is not available to chat The On Break chat agent status has an Unavailable status type Online mode The mode in which RightNow Sales functions when an Internet connection 1s present In online mode RightNow Sales commu nicates with the online remote database Operating system The program that after being initially loaded onto the computer by a boot strap program manages all other programs in a computer UNIX Windows VMS OS 2 and AIX are all examples of operating systems Operator A symbol or word that represents a mathematical or logical action that can be applied to a condition or value Opportunity Information about a specific sale ot a pending deal that is tracked and maintained in the knowledge base Opportunity custom field A field for gathering and displaying additional information about opportunities Opportunity custom fields appear when adding or editing an opportunity Opportunity status A method of tracking an opportunity s state The default opportunity sta tuses are Lead Reject Active Closed Lost Inac tive and Dead Custom statuses can also be added Opt in The explicit granting of permission by a contact to receive email communications from an organization Opt ins can be specific to certain mailing lists or applied globally across all mailing lists Opt out An explicit request by a contact to be removed from a specific
321. usiness rules Even split mode A market testing mode that sends test messages to equal portions of an audi ence for broadcast mailings See Market testing Everyone access level An access level designed to allow answers to be visible to all staff members and customers depending on the answer status Exception A method of highlighting report data that meets certain criteria Data exceptions also allow email alerts to be sent when data in a sched uled report meets the exception criteria Exchange rate A scale of monetary conversion from one currency to another See Currency Expanded File Manager A version of the File Manager that provides additional access to the mat directoty for modifying the format of email mes sages See also File Manager and Basic File Manager 247 Explorer A layout format on the content pane that displays a tree on the left containing folders and other items and a detailed list of the selected folder s contents subfolders and files on the right Explorers are available for certain administration items and components in RightNow Expression A component of fixed and run time selectable filters that defines a function database column value or any combination of the three Extension Sce RightNow Dreamweaver exten sion External event A program or script that runs as the result of an event occurring in RightNow an action specified in a business rule or an action in a mar
322. ustomer account Information consisting of a user ID and password that allows customers to access cettain functions on the customer portal such as Ask a Question and My Stuff Customers can create a customer account when submitting a question this adds a contact record to the knowl edge base Customer portal Sce RightNow Customer Por tal Customer Portal Studio A software develop ment framework for integrating an organization s web site with RightNow elements that provide customers with access to the information in the knowledge base The Customer Portal Studio pro vides templates pages widgets and other tags as well as a tag gallery that contains code and other information about standard RightNow widgets and other elements It also includes the WebDAV pro tocol for file management and an extension for Adobe Dreamweaver See also RightNow Customer Portal Dashboard Any combination of individual reports shown together in one report Dashboards enable staff members to search for and view a wide range of data from different reports without open ing each report individually Data dictionary A list of all the available tables and fields from the database that can be used in custom reports Functions output variables and computed fields can also be selected from the data dictionary Data mining The exploration and analysis of large quantities of data to discover meaningful pat terns and rules Data mining en
323. ustomize List Chat Agent Home NUR Recent Items C John Doe 735 D John Doe 735 D John Doe 784 Quick Search p 3l Chat ID State Chat Time Total Time Customer Question Contact Quick Search iv There are no items to show in this view Last Name First Name Email 1 L a aa mm E x D me Chat Agent Statistics Incoming Chat a Last Recorded Data R Contacts Avg Message Response Time secs Engaged Time secs Cha Update 0 3062 29 2009 02 37 PM 2 Answers Incidents Tasks m Organizations wC X Chat Agent Queue Statistics Avg Handle Avg Message John Time AHT Response Avg Wait Chats Doe Queue secs Time secs secs Enterec RightNow Live Default Queue 585 33 0 00 0 00 Logged in as Edward Lang 2 Records ast Recorded Activity jdoe example com global Accept Decline Time to Close 4 Figure 92 Toast Notification for an Incoming Chat Request To chat with a customer 1 Click Accept on the toast invitation to accept the chat request and activate the chat ses sion An automatic greeting is sent to the customer and displays in the Transcript section Note By default you have fifteen seconds to manually accept or decline an incoming chat request After fifteen seconds the toast notification will close and the chat request will be returned to the chat queue from which it originated RIGHT NOW 170
324. v No Value to No Value C Relative C Relative Similar Phrases Exact Search omplex Expressic Date Updated Access Level Action There are no items to show in this view Figure 98 Search Knowledge Base Window 2 Select the appropriate fields from the drop down menus and click the Search button Answers that match your search criteria will display RIGHT NOW 176 Chapter 4 RightNow Chat Q Search KnowledgeBase 0000000000000 e Eg iJ Search for answers to add to the current thread click on add as link or add as text to insert the answer link or text Multiple entries may be added Filters Type Product Hierarchy Category Hierarchy Date Updated Public m Al iv a w No Value to No Value E C Relative Access Level Phrases Similar Phrases Exact Search C Relative User Access vi phone Answers 26 Can I send emails From my phone How do I enable hands free calling on the Vista phones Why is my phone disconnected Am I charged airtime when I check my voicemail From my wireless phone Can I use my globalwireless phone internationally How do I report and disconnect a lost or stolen cell phone Why is the phone warm after a long conversation Which phones have text messaging Which phones have text messaging How do I place a call when my phone is roaming When will I receive my monthly phone bill Which p
325. ve Save amp New Refresh Preview Check Validate F Spell Links Info Close Links Category Links J Delete Check Save X Actions Proofing Links and Info Answers New Answer 4b Answers Items 5 E 5 Answers Default Summary Status Private iv Language Engish US Assigned Customer service 4 Access Level Everyone iv Faith Carson Praducts Categaries Tasks 0 Details Attachments AudtLog Relationships Content Keywords Ge Type HTML URL O File Attachment Question Answer Quick Preview P FA db wv fu Normal Times New Roman Answer Actions AHI SE la m S lt br gt x 12pt AVIBIUDA e Insert Answer Link Ea Conditional Section Search Ba KnowledgeBase ha Smart Merge HTML 2 Hyperlink ha Image Horizontal Rule E Table Field Set Button Insert Symbol Manage Anchors Ir Design J Source Ry online TOE Figure 45 Adding an Answer 2 Enter field information described in Table 13 Field Summary Table 13 Answer Fields Description Description Type the subject of the answer in this field Status Click this drop down menu to select a status from the drop down menu To publish the answer select the Public status RIGHT NOW 100 Answers Table 13 Answer Fields Description Continued Field Description Language Click this drop down menu to select a language from the drop down menu
326. viewable answer The following process outlines the steps for efficiently capturing incident information and creating answers Step 1 Define a process for proposing new answers Typically in order to publish an incident as an answer the incident threads will need to be summarized to cover a broader topic scope To take advantage of agents expertise we have found the following approach to be success ful 1 An agent modifies the existing incident and writes the new answer as a Note thread with the public audience in mind following established standards and guidelines Two key items to include are the incident reference number and the staff member s name Creating effective answers 77 2 An agent proposes the incident An answer is created and the summary and threads from the existing incident are copied to the Question field of the new answer 3 You then review edit and format the proposed answer and publish it This method uses an agent s knowledge for writing the bulk of the answer and then you prepare the answer for public viewing Step 2 Define an approval review process for new answers Once an answer has been proposed for public use you may want managers or staff members from other areas in your organization to review the information to ensure technical accuracy of the methods and pro cedures defined in the solution Step 3 Determine the audience of new answers Before publishing an answer deter mine which in
327. visible on the interface but the other product is your answer will appear on the interface However if the answer is assigned to two products and neither product is visible on the interface your answer will not appear on the interface under any circumstances Conditional sections Finally conditional sections help control visibility of certain sections within an answer If a section of the answer is assigned an access level that is not visible to customers on a particular interface but the answer is visible then customers will be able to view the answer but not the conditional section For more information about conditional sections in answers refer to Inserting conditional sections on page 136 Chapter 3 Organizing answers 81 Troubleshooting when answers are not visible If an answer or section within an answer you want to be accessed by your customers is not appearing on the customer portal answer the following questions to troubleshoot the prob lem Is your status set to Public or a custom status with a status type of Public Does the access level have visibility for the desired interface Is your language for the answer appropriate If you have more than one interface with multiple languages is the answer set to the same language as the interface you are trying to view it on Are your products and categories visible on the interface Is your answer assigned to at least one product category that is visible
328. w Service This enables you to focus on improving and maintaining the content of answers The following list outlines these automated processes and describes the tools designed to aid with answer management RIGHT NOW 84 Answers Chapter 3 Aging of answers solved count Just as frequently used answers will rise to the top of the knowledge base lesser used answers will move to the bottom through aging of the answers solved count Refer to Aging of Solved Count on page 83 Answer teview and publish feature By using the Review feature you can easily monitor answers without needing to constantly review them The Review feature will automatically set an answer to the Review status when the solved count reaches zero or on specifically defined dates You can also manually set a review date the date that you want the answer to go into review status In addition you can set an answer s publish date for a date in the future In this way you can schedule an answer to become public automatically without having to publish Refer to Reviewing answers on page 85 Data mining The processes of linking similar answers for the Related Answers fea ture is triggered automatically and occurs periodically when modifications are made to the knowledge base These processes implement innovative technologies to cluster and link answers containing similar content Customer feedback RightNow Service closes the loop by providing custo
329. wer links Chapter 3 Answers Table 28 Cell Properties Window Description Continued Field Description Layout Fill in the following fields to specify the cell s layout properties Width Type the width of the cell and select the Pixels or Percent radio button Horizontal Alignment Click this drop down menu to select the horizontal alignment of the text in the cell Your choices are Left Centered Right and Jus tify Vertical Alignment Click this drop down menu to select the vertical alignment of the text in the cell Your choices are Top Middle Bottom and Base line Background Color Click this box to select a color for the cell s background Word Wrap Select this check box to allow text to wrap in the cell b Click the OK button to save your changes You can create a link in an answer that references an existing answer RightNow Service pro vides you with the flexibility to easily create links to existing answers by using the answer ID number instead of typing a long URL to the answer To insert an answer link 1 Right click the answer on the content pane and select Open 2 Click the Insert Answer Link button The Answer Reference Tag window opens Inserting answer links 133 Answer Reference Tag Answer ID Contents Title Target Anchor Figure 67 Answer Reference Tag Window 3 Enter field information described in Table 29 Table 2
330. wledgeBase x i Search for answers to add to the current thread click on add as link or add as text to insert the answer link or text Multiple entries may be added Filters j Type Product Hierarchy Category Hierarchy Date Updated Pubic w ll all v NoValue to No Value C Relative C Relative Access Level _ Phrases Similar Phrases Exact Search Complex Expression User Access Answers 0 Summary Date Updated Access Level There are no items to show in this view Figure 74 Search Knowledge Base Window RIGHT NOW 144 Answers 3 Enter your search criteria in the appropriate fields and click the Search button Refer to the RightNow User Manual Q Search KnowledgeBase ij Search for answers to add to the current thread click on add as link or add as test to insert the answer link or text Multiple entries may be added Filters Product Hierarchy Category Hierarchy Date Updated No Value C Relative Es iw all iv all iv E to No Value C Relative Access Level Phrases Similar Phrases Exact Search Complex Expression User Access v Answers 56 Summary Date Updated Access Level Action How do I track my cellphone order Forbindelse FN 846 information Silver plan information How do I change my address What is roaming Verden 100 information Who can take advantage of the Ride High discount program Do you h
331. words Question Answer All End User Visible ID 1581 1001 1843 645 514 280 650 Summary Does Global Wireless offer cellular modems Prepay Plan information Platinum plan information What is airtime Who can take advantage of the Ride High discount program Can send emails from my phone Am charged airtime when check my voicemail from my wireless phone Email on the Conversa phone How do set up my voicemail How do report and disconnect a lost or stolen cell phone Why is the phone warm after a long conversation How do ask for my phone to be upgraded Why is the call sometimes interrupted Can you please send me information about calling plans Forbindelse FN 846 information Forbindelse FN 753 information Weight 23 23 23 18 18 Access Everyone Everyone Everyone Everyone Everyone Everyone Everyone Unspecified Everyone Everyone Everyone Gold Everyone Everyone Everyone Everyone Status Public Public Public Public Public Public Public Proposed Public Public Public Public Public Private Public Public Action Action Action Action Action Action Records Found 19 Figure 71 Smart Merge Window 3 Enter field information described in Table 30 Field Parent Answer Table 30 Smart Merge Window Description Description This field displays the summary of the open answer For informa tion about answer rel
332. work SPF A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization SPF differs from Sender ID authenti cation primarily by the components of the email used to authenticate the message Sending A mailing and survey status that indi cates the broadcast mailing or broadcast survey is currently being sent to contacts The system auto matically sets the status to Sending after the mail ing or sutvey is done being prepared to send or at the scheduled date and time Service level agreement See SLA Session The period of time a customer spends looking for a satisfactory answer to a question The end of a session generally occurs when a customer closes the browser or leaves the interface or when a specified time period elapses Session tracking A feature that tracks a cus tomer s current session history that is the pages on the customer portal that the customer clicked before submitting a question Sharing The process of sharing contacts tasks ot both between Microsoft Outlook and Right Now All sharing functions are initiated from Out look Sibling answer Related answers that share the same product or category These related answers may also contain the same file attachments 263 SLA service level agreement A contract that is applied to contacts and organizations specifying the level and type of customer service they are eli gible to rece
333. work hours See also Absolute time Report Any standard report custom report or list of records accessed from a navigation list on the navigation pane Standard and custom reports can also be accessed from the Reports explorer Report control A control that inserts a report into a workspace Report linking A feature in RightNow Analyt ics for creating links between reports Linked reports and dashboards can be seamlessly opened from other reports just as report levels can be opened from other levels in the same report Both conditional and unconditional links can be created Report schedule An option for subscribing to a standard or custom report Staff members can schedule the report to be sent to an individual staff member a group of staff members a distribution list an external email address or any combination of these options Report section A section of an output level that contains a component of the report s output such as a title chart or tabular data Reportgen A scheduled utility that sends out scheduled reports See Report schedule and Scheduled report Re queuing The action of moving an incident from an agent s inbox into a queue Resolution time The maximum allowable time in minutes set by a service organization for resolving incidents See also Default response requirements Response interval Defines when a service orga nization makes itself available to respond to and solv
334. xact Search Select this search technique to search for answers with the same pattern of words as the words you type Only answers containing an identical pattern of words are matched although the words in matching answers may be separated by stopwords such as a an ot the Complex Expression Select this search technique to search for answers containing the complex expression you type This technique allows wildcard searching using an asterisk at the end of a word or partial word and a tilde before a word to perform a similar phrases search on that word only For information about special characters in a complex expression search refer to the RzghtNow User Manual 8 To limit the number of answers returned from the search select the Limit check box and type the number of rows in the field 9 Click the Search button to display the related answers RIGHT NOW 42 Chapter 2 Incidents 10 To sort answers in a column click the column heading to toggle between sorting in 4 Search KnowledgeBase ij Search for answers to add to the current thread click on add as link or add as test to insert the answer link or text Multiple entries may be added Filters j Type Product Hierarchy Category Hierarchy Date Updated Pubic v an lw a N o Value E to No Value Access Level Phrases User Access m iphone C Relative Similar Phrases Exact Search C Relative Com
335. y be different if your RightNow administrator has created cus tom workspaces 3 9 John Doe 797 global 98 cfm RightNow CRM 2 x Home gx L 4t Join B Transfer Q S uti Q Conference Terminate Wrap up Lieave i Addto New Addto New Offer Change Lead Role Incident Incident Opportunity Advisor Session Incident Opportunity Communication Ce Live Media Bar Communication Center Items F F3 aj ESENUN Logout Chat Available RequestChat CancelRequest Connectivity D iChat Agent Home d creo DD E e ET Chat Agent Home JJohn Doe 797 4b Recent Items A First Name John Contact John Doe Q Quick Search EN uus HB Date Requested 06 29 2009 02 47 PM E Contact Quick Search iv Email jdoe example com Interface global Last Name Question Queue RightNow Live Default Queue First Name Incidents Transcript Email Transcript Hi my name is Ed Lang How may help you 02 48 00 PM 00 00 00 Customize List v o Analytics 8E Contacts Duration 00 00 46 a Compose 4 SmartAssistant Q Search Knowledgebase Standard Text y Answers Incidents v Tasks m Organizations Private Render as HTML Leave as plain text Logged in as Edward Lang Editing 2 objects 1 modified online 100 y 4 Figure 91 Chat Sessions Workspace RIGHT NOW 166 RightNow Chat The Chat Sessions workspace is made u
336. your sort selection on the Messages tab the response the customer receives is always sorted in descending order with the newest message at the top of the incident response To add a response to an incident 1 Right click the incident on an incidents report and select Open Incident 2 If the Messages tab is not on top click Messages On the standard incident workspace this tab is displayed when an incident is opened Note When you edit an incident on the standard incident workspace the Response option is selected automatically When you add an incident on the standard inci dent workspace the Customer Entry option is selected automatically 3 Ifthe Response option is not selected automatically click the Add button and select Response 4 Type your response to the customer s question in the text window To add a customer entry or private note to an incident 1 Right click the incident on the content pane and select Open Incident 2 To add a customer entry click the Add button and select Customer Entry 3 To identify a channel for a customer entry click the By Phone drop down menu in the Customer Entry title bar and select one of the following options No Channel By Phone By Fax or By Post By Phone is the default channel on the standard incident workspace 4 To add a private note click the Add button and select Private Note RIGHT NOW 36 Incidents 5 To identify a channel for a private note click th

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