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RightNow 8.2

1. Realtime System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level AED Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wai Response Handle Handled Abandoned Update RightNow Live Default Queue 2 0 1 0 0 00 100 0 0 07 0 00 0 00 0 0 12 10 00 PM Queue 2 1 o 0 0 0 00 0 0 0 00 0 00 0 00 0 0 12 10 00 PM Queue 3 1 0 0 0 0 00 0 0 0 00 0 00 0 00 0 0 12 10 00 PM Entire System 2 0 1 0 0 00 100 0 0 07 0 00 0 00 0 0 12 10 00 PM User Archie Leach 12 10PM 4 History of the dialog if any The confer enced agent can send you a message here Figure 114 Conferenced Agent s Chat Section RIGHT NOW TECHNOLOGIES 208 RightNow Live Path Chat Home gt Conference gt Agent s Name gt Accept Conference amp Communications Center Chat oe 99RQR9 UX Footy Tony ti Aa AN cl Li z m ArAnA AELE HLE o 2 07 0 00 E 12 12 29 PM Conference Archie Leach listening 0 00 0 00 O 12 10 01 PM User Information First Name Tony listening Last Name Burnett Email Address tbumett bigcoulier com Operating System Windows 2000 Browser Internet Explorer 6 0 en_US Duration 6 02 Dani Lion me Tom Tony m Y om Dani Lion Hi my name is Dani How may I help you Tony bou
2. Field Description Name Type a name for the organization in this field CRM State This read only field indicates the organization s CRM state Login Type an optional login name for the organization Password Type an optional password for the organization Billing Address Enter the following information pertaining to the organization s billing address Country Click this drop down menu and select a country Street Address Type the street address in this field City Type the city in this field State Province Click this drop down menu and select a state or province from those associated with the selected country Postal Code Type the postal code in this field Other Address Types If additional organization address types have been defined by your RightNow administrator add the information here Organization Custom Fields If your RightNow administrator has added organization custom fields they appear on this page Complete the custom fields by selecting a date typing text or selecting a menu option or radio button Additional Information Alt i Click Additional Information or press Alt i then Enter to dis play organization information including the date it was created the date it was updated its rules state and record ID No Organization Alt o Click No Organization or press Alt o then Enter to add No Organization to the Name field When you click Save th
3. Field Button Description URL Addtess This field displays the URL for the current document Search within this This field populates with the original keyword You can type document another keyword in this text box to search the document again Click this button to search the current document for the specified keyword RIGHT NOW TECHNOLOGIES 256 End User Interface Table 51 External Document Preview Description Continued Field Button Phrase Only Description Select this check box to search for a phrase The results contain the entire phrase Clear Click this button to clear the search results displayed in the Results section Results This section displays the results returned in the search The part of the sentence the keyword appears in displays as a link with the key word highlighted Click a link to go to that section in the docu ment Chapter 5 Ask a Question 257 Ask a Question The Ask a Question component allows customers to submit questions when they cannot find an answer in your knowledge base Customers must have a customer account to submit ques tions however in the default configuration customers can create an account at the time they submit their question Important Your RightNow administrator can also restrict access to the Ask a Question page to only those customers who have a customer account and have been assigned an SLA instance cal
4. Name Size Created lt gt Cancel Figure 33 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 in the Incident Files section of the Attachments window Chapter 2 Sending responses 67 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 matching 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 ate associated with an incident using the procedures described in Attaching files to incidents on page 56 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 RIGHT NOW TECHNOLOGIES
5. Why is the call sometimes interrupted question SCC Question Why is the call sometimes interrupted 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 closest to his her area Figure 46 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 Repeat steps 1 5 in the previous procedure To add an HTML answer in design mode on page 112 RIGHT NOW TECHNOLOGIES 116 A Caution Answers 2 Click the Source tab on the bottom of the Content tab 3 Click the Question tab or the Answer tab and type the HTML code to create question or answer content 4 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 end user interface The URL can be clicked by customers and the external web page will open in a new window 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 To add a URL answer
6. Chapter 2 Searching for incidents 27 Searching for incidents When you click the Incidents button on the navigation pane a list of incidents reports is dis played in the navigation list Double clicking any incidents report displays a list of the inci dents in the report on the content pane Besides selecting an incident from a report you have other options for finding and opening incidents Search for incidents from an incidents report lIf you do not immediately see the incident you want in the report you can search for it The filters that appear when you click the Search button depend on the report and which filters have been defined for it Por information about working with reports refer to the RzghtNow 8 2 Analytics Manual Quick Search Quick Search allows you to search for a specific incident by reference number You can enter the complete reference number in which case the incident is opened or just the first few characters which results in a list of all matching incidents For information about Quick Search refer to the RightNow 8 2 User Manual Overview for editing incidents You can search for the incident you want to open using the procedures described in Search ing for incidents on page 27 Or you can open it from the list of records on the content pane by right clicking it and selecting Edit By default the incident opens with the Messages tab positioned on top of the incident record tabs The fo
7. Chapter 5 Questions 265 Path Support Home gt My Stuff gt Login gt Questions gt Subject Link File Edt View Favorites Tools Help SupportHome Answers Aska Question Live Help Tj Reference How do get my voicemail 070101 000002 act Discussion Thread ro E a aaa RSME Voicemail Services Customer Laura Chandler How do get my voicemail Category General Information Date Created 01 01 2007 09 45 AM Last Updated 01 01 2007 09 45 AM Status Unresolved Figure 157 View Question Page The top of the page contains the same search features as the My Questions page enabling customers to quickly search for another question On the left side of the page is a table dis playing specific incident details reference number product category date created and last updated and status and any incident custom field information If the incident has been solved the date closed is also listed In the middle of the page is the summary question and discussion thread of the incident Notice that customers have the option to print their question This option is also available to customers when viewing answers Refer to Print an Answer on page 235 Updating questions When viewing a particular question customers may want to add information to clarify their issue When customers click the Update Question button the Update My Question page opens and they can add information attach a file
8. Undock Add View All Sort Date Descending Contact SmartSense Staff SmartSense rating rating Figure 206 SmartSense Meters on an Incident Workspace On a new incident such as the one shown in Figure 206 both meters start off at neutral rep resented by the white center of the meter Each time the incident is updated by the customer ot edited by a staff member the rating is re indexed with the current thread being weighted more heavily than previous threads The farther to the left the red zone of the meter the more negative the rating while ratings toward the right or green zone are more positive Only response threads are considered for the Staff SmartSense rating note threads are not evaluated Additionally SmartSense processes only the first 4 000 words in each incident thread rather than the entire thread helping to make emotive indexing process faster for inci dent threads with a large number of words How to evaluate SmartSense ratings While SmartSense is an effective tool for assessing a customer s general attitude it may not always provide a completely accurate rating For example if a word has several meanings the SmartSense rating may not be exactly precise for one or more of the meanings Also if a word is not in the SmartSense list it will not be considered and sentences containing complex negation or qualification could be misinterpreted by SmartSense Appendix A
9. Note Your RightNow administrator must have enabled and configured RightNow Live With chat and phone enabled the Live Assistance page resembles Figure 152 To submit a chat or callback request the customer fills in the required fields and clicks the Submit Request button Path Support Home gt Live Assistance Have an Agent Call You Later Figure 152 Live Assistance Page with Chat and Phone Support Enabled Chapter 5 Live Assistance 261 If your site has only chat support enabled the Live Assistance page resembles Figure 153 Path Support Home gt Live Assistance gt Chat Enabled Chat with a Support Agent a eyo rented ates Figure 153 Live Assistance Page with Chat Support Only If your site has only phone support enabled the Live Assistance page resembles Figure 154 Path Support Home gt Live Assistance gt Phone Enabled Figure 154 Live Assistance Page with Phone Support Only RIGHT NOW TECHNOLOGIES 262 End User Interface My Stuff The My Stuff component in RightNow Service allows customers to access information spe cific to their customer account From the My Stuff page customers can View the questions they have previously submitted check question status and update questions with new information See Questions on page 263 View the answer notifications they are subscribed to and renew or delete their subscrip tions See Notifications
10. Tip Mouse over a URL to view the shortcut ID code RIGHT NOW TECHNOLOGIES 200 RightNow Live Path Chat Home gt URLs gt Double Click URL amp Communications Center Chat 99BQDYAX Idle Sessions Average Handle Average Active Sessions Response Chats Per Hour RIGHT Poweredby RIGHT Last Update Tony CHUMP I gt 0 1 54 0 00 2 10 58 08 AM Wait Time User Information First Name Tony listening Last Name Burnett Email Address _tburnett bigcoulier com Operating System Windows 2000 Browser Internet Explorer 8 0 en_US Duration 8 16 Archie Leach me Y om Tony m om Archie Leach Hi my name is Archie Leach How may help you Tony Hi Can you tell me where to find information about your different plans Type your message here then click Send or press lt Enter gt You can find a lot of information in this answer MI open it in a separate window for you Type URL to be pushed here then click Send or press lt Enter gt http www worldmobile comiplansinationwide a Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live De
11. 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 and Live Assistance pages 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 used 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 on the RightNow Console for creating content that can be used in mailings web pages and surveys Con tent includes documents tracked links files tem plates and snippets Content pane The area on the right side of both consoles where staff members work with adminis tration items reports individual records and explorers On the Administration Console the content pane displays the administration it
12. NOW TECHNOLOGIES 160 Answers Tip Path Right Click Answer gt Edit gt Search Knowledge Base gt Search Criteria gt Search Q Search KnowledgeBase x 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 Type Product Hierarchy Category Hierarchy Date Updated Reset Public All v a v Novae to No Value Relative Relative Search Access Level Phrases Similar Phrases Exact Search Complex Expression User Acces i dl 7 Limit to 1000 rows X Per Page Summary Date Updated Access Level Action fa How do I change my address 07 05 2006 03 09PM Everyone Add as Text Add as Link Print What is roaming 07 05 2006 03 19PM Everyone Add as Text Add as Link Print Do you have service area maps 07 05 2006 03 09PM Everyone Add as Text Add as Link Print How do I place a call when my phone is roaming 07 05 2006 03 19PM Everyone Add as Text Add as Link Print How do I set up my voicemail 07 05 2006 03 19PM Everyone Add as Text Add as Link Print How do I access my voicemail 07 05 2006 03 19PM Everyone Add as Text Add as Link Print Are there any shortcuts for listening to voice messages 07 05 2006 03 19PM Everyone Add as Text Add as Link Print Which phones have text messaging 07 05
13. Sidebar Tab Description Audit Log Displays the history of all actions taken on the incident by the inci dent originator agents and the system and the date of each action Contact Displays the contact s information including name email address login date created and date updated To print an archived incident 1 Select the archived incident you want to print and click the Print button A new window will open and display a basic text version of the incident 2 From the menu click File and select Print A print window will appear allowing you to choose printer options RIGHT NOW TECHNOLOGIES 302 Incident Archiving Chapter 7 303 8 Accessibility Interface RightNow Service contains an accessibility interface sometimes called a shin client to comply with Section 508 of the Rehabilitation Act This non graphical interface allows staff members to view messages and add and edit incidents and answers All mouse functionality can be accomplished with keystrokes to make navigation simple and fast The accessibility interface can be combined with a software reader for vision impaired staff members but other staff members may prefer to use this interface as well In this chapter Logging in to the accessibility interface Contains the procedure to log in to the accessibility interface Refer to page 304 Working on the Session Console Describes the Session Console and how to navigate the
14. Z Find Answers Microsoft Internet Explorer E 5 xj File Edit View Favorites Tools Help Support Home FLOA Aska Question My Stuff Login Help Csearcn Click on the following item which most closely matches your question Bl Am I charged airtime when check my voicemail from my wireless phone fa Return to top level B What is roaming Back to previous level What is a dropped call If you do not see an answer to peur question try searching our Which phones have text messaging nowledge base 1 p Can you please send me information about calling plans m How do change my address Do you have service area maps What is airtime m Are there any shortcuts for listening to voice messages Which phones are available for Global Wireless T i wi ia _ trusted sites 4 Figure 144 Second Layer of Browse in the Single Level View As customers choose topics their view of the knowledge base narrows in this way they are presented with only the immediate groupings of information related to their topic not the entire knowledge base Browse with the multi level view The multi level view provides customers with a graphical interface similar to a file manage ment system Customers can navigate the knowledge base tree hierarchy to find answers This Browse option is designed for advanced users who know what they are looking for and want the freedom to view t
15. b To add text to the flag or edit an existing flag select Edit Flag Text and add or edit text in the Edit Flag window that opens 4 To add other key incident fields click the Details tab and refer to Adding incident infor mation on the Details tab on page 34 RIGHT NOW TECHNOLOGIES 34 Incidents Adding incident information on the Details tab The standard incident workspace contains a Details tab where you can enter additional infor mation about the incident To add incident information on the Details tab 1 Right click the incident you want to edit and select Edit gt Incident 2 Click the Details tab Path Right Click Incident gt Edit gt Incident gt Details Messages Contact Detads _ Time Billed 0 Tasks 0 Organization Session 0 Attachments AuditLog Mailbox No Value T Interface alobal T SLA Instance No Value ha Source No Value v Language No Value v Queue No Value Severity No Value X Figure 8 Adding Incident Information on the Details Tab 3 Enter field information described in Table 5 Table 5 Incident Fields on the Details Tab Field Mailbox Description 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 from the RightNow Console or the end user interface Severi
16. 1 Repeat steps 1 2 in the procedure To add an HTML answer in design mode on page 112 2 Select the URL radio button The Confirm Answer Type Change window will open Path New gt Answer gt URL Confirm AnswerType Change A Changing this answer type will clear out the following fields Question Text File Attachment s Manually Related Answerls Leatned Link s Are you sure you want to change the Answer Type Figure 47 Confirm Answer Type Change Window 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 3 Click the Yes button in response to the Confirm Answer Type Change message Chapter 3 Adding answers 117 Path New gt Answer gt URL gt Yes New Answer ex T Mew lal Save L Save and Close F Spell Check gt Expand Qinfo Ore E Summary 7 Status Private x Language Engish US v Assigned Administration Access Level Everyone sa Administrator Content _Products Categories Tasks 0 Details Attachments AudtLog Relationships Keywords Notes Answer Type HTML URL File Attachment URL Preview Preview Figure 48 Adding a URL Answer 4 Type or paste a URL address in the URL field 5 Click the Preview button to display the URL content The browser section
17. 359 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 duplication 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 SmartAssistant to search for answers in the knowl edge base that are related to an open incident or a current chat session See also Suggested answers SmartSense RightNow technology that esti mates a RightNow Service customer s emotional state or attitude based on the words and language they use when submitting an inquiry or when engaged in a Live chat SmartSense also rates the incident responses sent by agents and the messages sent while engaged in a Live chat The SmartSense rating for both customer and agent appear wher ever they have been placed on the workspace 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 on the RightNow Console Soft phone functions Standard telephon
18. F Find Answers Page 1 of 2 Microsoft Internet Explorer File Edit view Favorites Tools Help z x gt Support Home 05 79 Aska Question Live Help My Stuff Login Help Seach Search by Product Search by Catego Search by Keyword Search Tips ao a A Search Search By Phrases v Poweredby RIGHT 15 Answers Available Page 1z of2 Go gt How do change my address Do you have service area maps Are there any shortcuts for listening to voice messages Am charged airtime when check my voicemail from my wireless phone What is a dropped call What is roaming How do place a call when my phone is roaming How do set up my voicemail How do access my voicemail Which phones have text messaging SC MnNMHSEWNe Figure 130 Find Answers Page The example shown in Figure 130 is a common configuration where both products and cate gories have been added Your RightNow administrator can configure the drop down menus options in the Search By drop down menu the columns that display the answers and how the answers are sorted Additionally answers are labeled as New and Updated to alert customers when a new answer has been published and when an existing answer has been updated These features are also configurable Chapter 5 Find Answers 229 Table 48 contains descriptions of the fields and buttons on the Find Answers page Table 48 Find Ans
19. Figure 203 Adding an Answer 2 Enter field information described in Table 66 Table 66 New Answer Window Description Field Description Summary Type a summary that can serve as the subject of the answer in this field RIGHT NOW TECHNOLOGIES 326 Accessibility Interface Table 66 New Answer Window Description Continued Field Description Keywords Type any keywords or key terms multi word phrases you want associated with the answer Separate the keywords and key terms with commas Question Type a question Answer Type the answer to the question 3 Click Answer Information at the top of the window or press Alt 1 then Enter to access additional answer fields and add edit or view additional answer information Path Answer Information GS New Answer global__82__bab Answer Information Answer ID no value estatus REGEN eLanguage English US Access Level ee Assigned Service Faith Carson Review On _ w E l Publish On _ Display Position Historical Usefulness gt Notify Subscribers Do Not Notify Zj Back to Top User Faith Carson Figure 204 Completing Answer Information Chapter 8 Working on the Answer Console 327 Table 67 describes the answer fields Table 67 Answer Information Fields Description Field Description Answer ID I
20. How do I report and dis English US Everyone Public John Jergenson 07 05 2006 03 08 PM lit Delete How do I locate the clos English US Everyone Public 07 05 2006 03 19 PM it Delete How do I roll over the re English US Everyone Public 07 05 2006 03 19 PM Delete How do Taskfor my ph English US Everyone Public Faith Carson 07 05 2006 03 08 PM it Delete Name Logged in as General Administrator 41 Records Ry Online Figure 39 Answers Default Report The report displays the list of all the current answers in your knowledge base The ribbon contains several buttons used for working with one or more answers in the report Table 13 describes the buttons on this ribbon Note You can right click any answer and select the same functions that are available on the answer report ribbon Table 13 Answers Report Ribbon Description Button Description New Click this button to add an answer Edit Click this button to open the selected answer for editing RIGHT NOW TECHNOLOGIES 94 Answers Table 13 Answers Report Ribbon Description Continued Button Description Copy Click this button to copy the selected answer The Copy Answer window opens where you can change the access level language or status or leave the settings as they are You can also create a sibling relationship between the answer and the copy and copy any files attached to the answer Click the OK button
21. JK Delete Click this button to delete the answer Refer to Deleting answers on page 166 Caution Deleting an answer affects all relationships associated with the answer Use caution when deleting answers L Preview Click this button to view the answer as it will appear to your cus tomers Refer to Previewing answers on page 168 7 Spell Check Click this button to check the spelling of any answer fields that have spell check enabled Note Text on the answer s Content tab is automatically checked for correct spelling For information about spell checking refer to the RightNow 8 2 User Manual Click this button to toggle between displaying the answer either with the information organized on record tabs or as a scrolling view where all information is on one screen you can scroll down to display Chapter 3 Key answer fields Important Key answer fields 97 Table 14 Answer Toolbar Description Continued Button Description 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 the date of the last answer update notification and the date of the next answer update notification If the answer is in a rules state or has an escalation level that information also appears Click this button to view online help for working with answers When you work on an answer the to
22. 14 To create an opportunity from the incident click the New Opportunity button Refer to Creating opportunities from incidents on page 62 15 To send a response refer to Sending responses on page 63 16 Click the Save and Close button to save the incident RIGHT NOW TECHNOLOGIES 70 Incidents Managing incidents Besides editing and adding incidents you may have other incident management duties as well For example you might want to forward incidents to others within or outside your organiza tion propose that incidents be added as answers to the knowledge base delete incidents make the same change to multiple incidents or re queue or reassign incidents This section describes the procedures to perform these tasks Forwarding incidents As described in Sending responses on page 63 you can send a copy of an incident to other recipients when you reply to the customer You might however want to send the incident before or after sending a response to the customer In those cases you can forward the inci dent to the selected recipients For example your manager may want to see all incidents related to a particular question or issue or you might want another staff member to review your response before sending it to the customer You can also forward any files that are permanently attached to the incident send response files with the forwarded incident and exclude notes in the incident thread from be
23. 1992 the Regents of the University of California portions of ExDataGrid active X control for data display are 2003 to Jan Tielens portions of svgdom vector graphics routines are 2002 to James W Newkirk Michael Two and Alexei A Vorontosov and 2000 2002 to Phillip A Craig php dynamic web html programming language is 1999 2000 to the PHP Group PHP zip class ZIP file utilities is 2005 to Rochak Chauhan HtDig web index search library is 1999 2005 to The HtDig Group CLucene information retrieval library is 2003 2005 to the CLucene team Snowball natural language parser stemmers is 2001 Dr Martin Porter and Snowball Team ONC RPC network utility routines is 1997 WD Klotz 1993 by Martin F Gergeleit and 1988 Sun Microsystems Inc Overlib Javascript Utilities is Copyright Erik Bosrup 1998 2001 cUr networking utilities 1996 2007 Daniel Stenberg libmcrypt data security routines 1998 1999 2001 Nikos Mavroyanopoulos zlib data compression and utilities is 1995 2005 Jean loup Gailly and Mark Adler HTML Tidy HTML XML cleaning routines 1998 2003 World Wide Web Consortium WC3 GroupableTableHeaderUI java code is 2004 D LA L S L win_service utility routines is Firebird Ashes Project and Inprise Corporation sgml entities Unicode data is 1997 1999 W3C HTML amp XHTML DTDs
24. Figure 56 File Search Window 3 Enter any or all of the field information described in Table 24 Table 24 File Search Window Description Field Description Search directory Type the name of the directory where you want to search for the file or click the Browse button Browse Click this button to display the file structure and make a selection from the list of available directories Part of file name ot Type all or part of the file name extension Note This field uses an implicit wildcard at the end of the entry Documents doc xls Select this check box to search for document files pdf Images gif jpg Select this check box to search for graphics files bmp Audio mp3 wav Select this check box to search for audio files wma All Files Select this check box if you do not want to restrict the search by file type 4 Click the Search button to display a list of files that meet the search criteria 5 Click a file to select it for uploading RIGHT NOW TECHNOLOGIES 130 Answers 6 To attach additional files to the answer press Ctrl while selecting the files 7 Click the Add Files button to upload the selected file and attach it to the answer 8 Click the Close button to close the File Search window Viewing the list of attachments The list of attachments contains columns that provide information about each attachment Refer to Table 25 for a desc
25. Path Support Home gt Find Answers gt Summary Link gt Notify Me By Email If This Answer Is Updated Z Notification Request Submitted Successfully Microsoft Internet Explorer Support Home 70 77 5 Aska Question My Stuff Browse S Notification Request Submitted Successfully Your request has been successfully submitted D Intemet Figure 133 Notification Request Submitted Successfully Page If customers have not yet logged in during the current session the Support Login page opens when they click the Notify Me by Email if this Answer is Updated button Once they log in or create an account the notification request is submitted For a description of the Support Login page refer to Security and login on page 223 Tip Customers can also request notification of new and updated answers by product and category Refer to Profile on page 268 to see how customers can request to be notified when any answer associated with a particular product category or both is updated Print an Answer Customers who want a printout of a particular answer can print the basic text version of the answer and designate printer options When a customer clicks the Print Answer button a new window opens and displays a basic text version of the answer A print window also opens allowing the customer to choose printer options Email an Answer Customers can also send an answer to an email address by clicking the Email Answe
26. The items arranged horizontally across the top left of the RightNow and Administration Consoles Each item contains a list of options for accessing other areas in RightNow adding records and other items to the knowledge base changing the appearance of certain elements on the console and accessing general RightNow help 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 toolbar 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 RightNow administration and end user inter faces 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 RightNow administration and end user interfaces Monitor A feature in RightNow Live that allows a supervising agent to monitor the chat sessions of other agents and to intervene when necessary msgtool A utility for creating a configuration report for a RightNow site or for changi
27. disconnected Type URL to be pushed here then click Send or press lt Enter gt a w Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Queue Online Sessions Chatting Waiting Wait lt 20Sec Wait Wait Response Handle Handled Abandoned 1 0 0 00 0 07 0 00 0 00 o 0 12 43 00 Ph 0 o oo os 000 0 00 ooo o o 12 43 00 Ph n n ann Ann nan ann n n 17 43 11 Ph User Archie Leach 12 43 PM EZ Figure 119 Create Incident Prompt 2 Click the Yes button and the new incident opens on the content pane Chapter 4 Creating incidents from chat sessions 213 Path Chat Home gt Disconnect gt Create Incident gt Yes 9 070126 000001 a x fo New lz Save licjsave and Close Copy Print 3X Delete New Opportunity Offer Advisor Forward o Propose z Subject Chat Session Contact ID John Doe Qs Assigned service E Andy Larson Status Solved x Queue No Value X Source CRM Console w SLA Instance ID No Value z Live Chat Interface efm_8002_sql_322h X Mailbox No Value X a Messages Contacts Time Biled Tasks Attachments AuditLog Sendon Save 4 Smart Assistant QQ Search KnowledgeBase Standard Text A Undock Add View All T Sort Date Descending Private Note Andy Larson 0
28. 13 Click the Save and Close button to save and close the answer RIGHT NOW TECHNOLOGIES 112 Answers Adding HTML answers 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 e 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 existing answers The HTML editor con tains 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 end user interface from the Quick Preview tab The following procedure is for adding an HTML answer in design mode For information on adding an HTML answer in source mode refer to To add an HTML answer in source mode on page 115 To add an HTML answer in design mode 1 Click New and select Answer By default the Question tab is active Chapter 3 Path New gt Answer Adding answers New Answer Gx T new lad
29. Edited When iy 07 05 2006 03 07 PM 09 29 2005 01 44 PM 09 29 2005 01 18 PM 09 29 2005 01 18 PM 09 29 2005 01 18 PM 09 29 2005 01 18 PM who Administrator No Value Administrator Administrator Assigned Administrator Changed Status Public Administrator Changed Access Level Created Everyone Administrator Transactions for this answer and all sibling answers Description From Answer Editor To Edward Lang From Answer Editor J options when Y who What Description 09 29 2005 01 18 PM Administrator Created From Answer Editor Figure 58 Audit Log Tab Table 27 describes the information contained on the audit log Table 27 Audit Log Description Column Description When This column displays the date and time the action occurred Who This column displays the staff member who performed the action What This column displays the action performed Description This column displays a description of the action including what was modified Tip You can click the column heading to sort the list by the selected column Click the column heading again to reverse the sort Chapter 3 Managing answer relationships 133 Managing answer relationships Tip RightNow Service provides you with a Relationships functionality that allows you to relate one answer to other answers that contain similar content This functionality also provides a way for you to
30. Presenting OLETS 5s ee e E iw S E ES TAREA E EEEN 291 Incident Archivin oee aeaea i io e EER ERA 295 Accessing archived incidents 1 0 0 00 cece eee eee eee 296 Toolbat eyss pe iaeio 86 RLS Oboe Cee ee ok Calne ered eee 297 Searching for archived incidents 0 00 cee eee eee eee ee 298 Viewing archived incidents 00 eee eee eee 299 Accessibility Interface 0 0 303 Logging in to the accessibility interface 6 6 6 eee 304 Appendix A Contents 7 Working on the Session Console 0 0 0 00 c eee eee ee eee 306 Working on the Support Console 0 0 0 0 eee 308 Working on the Answer Console 1 0 0 0 0 00 cece cece eee 323 SmartSense Emotive Rating 0 331 RightNow Glossary 0 00 ee cee nee 335 Indexeren ei i i e EE E E e e ota S na artes 365 RIGHT NOW TECHNOLOGIES 8 Contents About this manual 9 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 RightNow 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 capabi
31. Products Categories Tasks 0 Details Attachments Audit Lop Relationships Siblings Answers Add PeEdit Print Assign x Remove L Preview J Options Answer ID Summary Language Status Assigned Date Updated Action 13 What is a dropped call English US Public Faith Carson 07 05 2006 03 08 PM Edit Figure 60 Answer Sibling s Section Table 28 describes the buttons on the Sibling s section toolbar Table 28 Siblings Answers Section Toolbar Description Button Description Click this button and select one of the following options Select this option to add an answer and establish a sibling relation ship between the current answer and the new answer Add Existing Select this option to create a sibling relationship between the cur rent answer and an existing answer The Answer Search window will display to allow you to search for an existing answer For more information about searching for answers refer to Searching for answers on page 101 EZI Click this button to edit the selected sibling answer Ere Click this button to print the selected sibling answer Basson 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 as Click this button to remove the selected sibling answer Click this button to preview
32. RightNow Service will interpret the characters and the importance of the placement of the characters in the text string Also included is a list of characters that ate not valid to use when searching Note All of these guidelines apply when you are searching using a complex expression When you are searching using phrases similar phrases and exact search only the fol lowing characters apply _ lt gt amp and white space Table 18 Special Characters Allowed when Searching Character Description Always considered the logical operator meaning must include 5 May appear in the middle of a word or number but when it is placed at the beginning of a word or number it is always taken to mean must not include May appear in the middle of a word or number but is otherwise considered punctuation May appear in the middle of a word but is otherwise unrecognized May appear in the middle of a capitalized word or a number but is otherwise considered punctuation Note and or uses the as punctuation to separate the word and from or but I O is recognized as a single word May appear in the middle of a word but is otherwise unrecognized RIGHT NOW TECHNOLOGIES 106 Answers Table 18 Special Characters Allowed when Searching Continued Character Description Allowed only at the end of a word or number It will act as a word separator
33. Snswer ID Summary Language Access Lev Status Assigned Date Updated Action i 1 How dol change my ad English US Everyone Public Andrew Larson 07 05 2006 03 09 PM Edit Delete Print 2 2 What is roaming English US Everyone Public 07 05 2006 03 19PM Edit Delete Print 3 3 Do you have service are English US Everyone Public Andrew Larson 07 05 2006 03 09 PM Edit Delete Print 4 4 HowdoIplaceacallwh English US Everyone Public 07 05 2006 03 19PM Edit Delete Print 5 5 Howdolsetupmyvoic English US Everyone Public 07 05 2006 03 19 PM Edit Delete Print 6 6 How do I access my voic English US Everyone Public 07 05 2006 03 19PM Edit Delete Print z 7 Are there any shortcuts English US Everyone Public 07 05 2006 03 19 PM Edit Delete Print 8 8 Which phones have text English US Everyone Public 07 05 2006 03 19 PM Edit Delete Print 9 9 Can you please sendme English US Everyone Public Faith Carson 07 05 2006 03 08 PM Edit Delete Print 10 10 What s the difference be English US Everyone Public 07 05 2006 03 19 PM it Print 1 11 Am Icharged airtime wh English US Everyone Public Edward Lang 07 05 2006 03 07 PM Print 12 12 What is airtime English US Everyone Public John Jergenson 07 05 2006 03 08 PM Print 13 13 What is a dropped call English US Everyone Public Faith Carson 07 05 2006 03 08 PM Print 14 14 Which phones are availa English US Everyone Public Brenden Foster 07 05 2006 03 07 PM Print 15 15 When will I receivemy Englis
34. Unlimited Nights amp Weekends L Figure 183 Duplicate Promotion and Suggestion on the Offer Advisor Window Suggestions Found The Suggestions Found section of the Offer Advisor window displays recommendations 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 RIGHT NOW TECHNOLOGIES 290 Offer Advisor 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 script for 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 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 unavailabl
35. inserting in answers 149 answer access levels associating multiple levels 150 controlling visibility 84 Answer Console accessibility interface 323 Answer Details window accessibility interface 328 Answer Information window accessibility interface field descriptions 327 Answer page field descriptions 233 options 232 Answer Reference Tag window field descriptions 148 Answer Search window field descriptions 102 answer types File Attachment answers 118 HTML answers 112 overview 109 URL answers 116 Answer with Notification on Change page 268 answers access levels controlling visibility 84 adding 109 File Attachment answers 118 HTML answers in design mode 112 HTML answers in source mode 115 on accessibility interface 324 URL answers 116 RIGHT NOW TECHNOLOGIES 366 answers continued answer access levels 84 Answer Reference Tag window 148 answer statuses controlling answer visibility 83 answer types 109 associating multiple access levels 150 attaching files 130 attaching files to 126 Attachment Properties window field descriptions 131 Attachments tab 127 audit log 132 browsing for files to attach 127 categories 120 conditional sections inserting 152 Confirm Answer Type Change window 116 copying 166 deleting 167 editing multiple 163 related 161 end user interface answer details description 232 answer update notifications 267 computed score 237 display position 238 emailing answers 235 multi level brows
36. to Transferring a chat to another agent on page 203 P Conference Click this button to conference another agent into your chat Refer to Conferencing another agent into your chat on page 205 1 Collaborate Click this button to collaborate with the customer Refer to Col laborating with a customer on page 208 Note If collaboration is not enabled this button will be disabled Collaboration Control EF When collaborating with a customer click this button to toggle control of the web page between you and the customer Refer to Collaborating with a customer on page 208 for information about this feature Note This button is disabled until you initiate a collaboration ses sion gt Send Click this button to send your response to the customer You can also press Enter 2 Disconnect Click this button to disconnect from the chat session Note This ends the chat session only The agent applet will remain open RIGHT NOW TECHNOLOGIES 180 RightNow Live Managing your chat sessions Each agent can handle a configurable number of concurrent chat sessions to maximize pro ductivity Once you open the agent applet you are automatically available for one Live chat session You can then add additional chat sessions depending on how your RightNow admin istrator has configured RightNow Live To manage your chat sessions 1 To add another session click the Increase
37. 000 85 Organizing answets es oa eek e eit ee es See a ek ee EEE E ee 86 Rating answers through Solved Count 000000000020 86 Aging of Solved Counters alode ed senda o Ps ae hina od wens Ga 87 Maintaining your knowledge base 0 0 cece eee 89 Evaluating customer feedback 0 00 eee cece eee eee 90 Reviewing answers sennor AAA ate sed ie Woe a wea atte 90 Identifying content holes 0 eee ee 90 Evaluating answers using service analytics 0 0 000 000004 91 Overview OF ANSWEFS o kat aae p delenie ea nna Me Mohr on dal hindi 92 ADSWELS TEPOTtS ip sees e e Schock cue ie S Slatin snug Celera E Sales 92 Contents 3 Standard answer workspace 0 0 cece eee eee 94 Toolbats ssish tanta unwed ses Ee Se ie SED eS 96 Key answer fleld8 0 ci tswsaw dane senda ieee ned e e ea 97 Answet recOtd tabs siess sie und eee ene bE aa obs 98 Searching for ANsWers erse rea renia anane ae Hes Hawa eg eale als 101 Searching for answers using search and selection criteria 101 Using special characters when seatching 0 00 105 Managing answers 0 odie bac aA na tuh eating dare eauae dancin ada 107 PACING AAS WELS ss 400 dates css ea ep eRe ee EEL gre Nam nes 109 Adding HTML answers 0 0 0 ccc cece eee eee 112 Adding URLANSWEfS esir 660 ccs es cede ce cota ea eee cee ea ees 116 Adding file attachment answets 000 e eee eee eee 117 Associating products and categ
38. 1 3 06 29 2007 08 48 AM OhOm 8s View Answer 4 4 06 29 2007 08 48 AM OhOmSs View Answer 6 5 06 29 2007 08 48 AM OhOm 11s My Stuff Questions 6 06 29 2007 08 49 AM Oh Om 1s Question Submitted 7 Total Oh Om 33s Figure 25 Session Tab RIGHT NOW TECHNOLOGIES 56 Incidents Attaching files to incidents The Attachments tab lets you add files that may not fit neatly into an incident For example you might want 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 Files that are permanently attached to an incident are not sent in your response to the customer Instead you and other staff members can access the file from the Attachments tab of the incident while the customer can access it from the My Stuff page on the end user interface As a result email is sent more quickly because the file is not included in the trans mission and files are kept in a single location for reference The procedure in this section describes how to permanently attach a file to an incident 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 only and is not stored with the incident This lets the customer open the fil
39. 1 In your response position the cursor where you want to insert the standard text 2 Click the Standard Text button on the Messages tab to open the Standard Text window Note If multiple incidents are open an Incident drop down menu appears so you can select the incident where you want to place the standard text item The default value in the drop down menu is the incident you opened Standard Text from 3 To expand folders containing standard text items click the Expand All button at the bot tom of the left column 4 Click the standard text item you want to insert in your response The contents are dis played in the Preview section of the window RIGHT NOW TECHNOLOGIES 46 Incidents Path Messages gt Standard Text gt Expand All gt Click Standard Text Item Standard Text gmr fi 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 You may also double click items to add multiple entries without closing this dialog Customer Name Customer Greeting E Angry Customer E Forgot Password Hotkey hi 1 Happy Customer When adding standard text press F8 to access hotkey fe Customer Greeting menu Incident 070629 000001 v Preview Dear contacts name first Thank you for contacting Global Wireless Please find our response to your questions regarding incidents prod v_id1 below Collapse Al
40. 138 Answers Table 30 Manually Related Answers Section Toolbar Description Continued Button Description LA Preview Click this button to preview the selected answer 3 Options Click this button and select an option for displaying the manually related answer Refer to the RightNow 8 2 Analytics Manual for infor mation about report options The list in the Manually Related section contains answers that may contain related answer information Table 31 provides a description of this list Table 31 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 answer s subject Action Right click the text in this column and select an action to perform on the selected answer Actions include e Add e Edit e Print e Remove e Preview e Options menu Learned links RightNow Service can automatically link answers based on customer activity Relationships between answers ate established when customers view answers in the same session Chapter 3 Managing answer relationships 139 Path Right Click Answer gt Edit gt Relationships Pedit Print Assign LO Preview g Promote o Block Unblock J Options Summary Blocked Action Can you please send me information about calling plans No Edt What is a dropped call No Edit Figure
41. 2006 03 19PM Everyone Add as Text Add as Link Print Can you please send me information about calling plans 07 05 2006 03 08 PM Everyone Add as Text Add as Link Print What s the difference between Peak and Off Peak time 07 05 2006 03 19PM Everyone Add as Text Add as Link Print Am I charged airtime when I check my voicemail From my wireless phone 07 05 2006 03 07 PM Everyone Add as Text Add as Link Print What is airtime 07 05 2006 03 08PM Everyone Add as Text Add as Link Print What is a dropped call 06 13 2007 07 51 AM Everyone Add as Text Add as Link Print Figure 78 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 selected field of the answer at the cursor position To view the answer as it will appear on the end user interface close the Search Knowledge Base window and click the Quick Preview tab 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 ed
42. 243 search text feedback end user interface 244 search tips end user interface 230 276 Search window Offer Advisor 292 searching answers 101 from incidents 41 archived incidents 298 searching continued end user interface browse 247 browse related topics 248 by product and category 231 multi level browse 250 search term highlighting 243 search text feedback 244 search text in browse 251 single level browse 248 suggested searches 246 topic words 245 Web Indexer 253 with logical operators 242 word stemming 241 for files to attach to answers 128 to incidents 59 for offers 291 incidents from incidents reports 27 knowledge base for answers 41 Quick Search incidents 27 RightNow Wireless answers by product category 278 special characters allowed 105 security and login end user interface 223 seeding knowledge base 80 Select Names window 65 sending incident responses 63 service level agreements see SLAs Session Console accessibility interface 306 sibling answers 134 similar phrases search technique 43 242 single level view browse search 248 SLA Viewer 30 SLAs adding SLA instances 30 applying 29 crediting incidents to 31 end user interface 272 ovetview 29 Smart Merge answers 154 merging similar answers 154 Smart Merge window field descriptions 155 SmartAssistant answer links in incident responses 40 answer text in incident responses 40 SmartAssistant continued end user interface preliminary res
43. 262 previously submitted questions 263 profile information 268 renewing or deleting answer notifications 268 status change after updating question 266 updating questions 265 search basics 241 search techniques 242 searching browse 247 by product and category 231 previewing Web Indexer results 254 search term highlighting 243 search text feedback 244 suggested searches 246 topic words 245 Web Indexer 253 with logical operators 242 word stemming 241 security and login creating a customer account 225 logging in with a customer account 224 organization association 225 ovetview 223 Support Home page 220 tab bar 221 evaluating answers using analytics 91 customer feedback 90 exact search search technique 43 243 explicit rating for answers effect on solved count and score 369 238 external documents search end user interface previewing results 254 results field descriptions 255 F feedback answers evaluating 90 end user interface on answers 236 site feedback 275 in RightNow Wireless 281 Feedback Submission page 275 File Attachment answers adding 118 File Search window field descriptions 59 129 files attaching to answers 126 incident responses 66 incidents 56 attachment properties in answers 130 browsing for 57 127 searching for 59 128 filling inbox 26 Find Answers answer details 232 emailing answers 235 previously viewed answers 240 printing answers 235 product category hierarchy 231 related answers 238 R
44. 5 54 Dani Lion me Y om Tony m sm warranty transfers Dani Lion think it should transfer There s another agent with more experience about warranties than me Let me see if he s available Transfer Accepted By Archie Leach Responses URLa Suggest collaboration Shorteut k Transfer Take offine Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Ent a Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Serice Level Average Average Average Calls Calls Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Default Queue 2 a 1 o 0 00 00 0 23 2 45 1 30 1 0 9 02 44 AM Queue 2 0 o o o 000 00 0 00 000 0 00 o 0 9 02 44 AM Queue 3 o 0 o o 000 00 ooo 0 00 0 00 o 0 9 02 44 AM Entire System 2 0 1 o oo 00 023 2 46 1 30 1 0 9 02 44 AM Done User Dani Lion 9 02 AM Zz Figure 112 Agent Accepts Transfer Tip Once the transfer is made the customer receives a message about the transfer 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
45. 62 Learned Links Section The Learned Links section of the Relationships tab consists of a toolbar and a list of learned answers The toolbar is located above the learned links answer list Table 32 describes the but tons on the Learned Links section toolbar Table 32 Learned Links Section Toolbar Description Button Description Click this button to edit the selected answer Print Click this button to print the selected answer A Assign JHE 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 Lo Preview Click this button to preview the selected answer ee Promote Click this button to promote the learned link to a manually related answer The answer is added to the Manually Related list O Block Unblock Click this button to block the answer from appearing in the Related Answers section on the end user interface To block more than one answer press Ctrl while selecting each answer Note Click this button to allow a blocked answer to appear in the Related Answers section on the end user interface Click this button and select an option for displaying the sibling answer Refer to the RightNow 8 2 Analytics Manual for information about report options RIGHT NOW TECHNOLOGIES 140 Answers The list in the Learned Links section
46. 68 Incidents 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 customet s question and your response which can help your organization track the resolution of incidents Tip You can add incidents to your knowledge base no matter what navigation list is active or what kind of record you are working on To add an incident 1 Click New and select Incident Path New gt Incident 070629 000004 ox iO New lz Save L Save and Close 7 14 gt 15 New Opportunity O 9Hep Subject Reference 070629 000004 EE Contact ey Status Unresolved a M Organization Name Assigned Service Product Faith Carson he No Value K Disposition No Value v Category No Value k Messages _Contacts Details Time Bied Tasks 0 Organization Session 0 Attachments Audit Loa C Send On Save Smart Assistant QQ Search Knowledgebase Standard Text A Undock _Jadd View Al m Sort Date Ascending im Figure 34 Adding an Incident 2 Type the complete question or issue
47. Click this button to open the Attachment Properties window and Properties add or edit the following fields File Name Type the file name Display Name Type a display name that appears in the Name column of the Attachments tab Description Type a description that appears in the Description column of the Attachments tab Click this button to remove the selected file attachment from the record When you want to attach a file to an incident you can locate the file by browsing or searching The following procedures describe each method Note You can attach an unlimited number of files to an incident but each file can be no larger than 20 megabytes Contact your RightNow administrator to learn if additional file size limitations exist on your system To browse for a tile to attach to an incident 1 Click the Attachments tab RIGHT NOW TECHNOLOGIES 58 Incidents Path Right Click Incident gt Edit gt Attachments Messages I Contacts I Details f Add Files Time Billed 0 Tasks 2 Organization Session 6 7 Attachments _Audit Log Figure 26 Attachments Tab 2 Click the Add Files button and select Browse A window opens and displays the files and folders on your workstation Path Attachments gt Add Files gt Browse Look in E Incident file attachments account management doc Follow up letter doc My Recent Global support reps
48. Details tab Refer to Adding inci dent information on the Details tab on page 34 e Mailbox e Source e Severity e Interface e Language e SLA Instance Queue Time Billed You can perform the following actions on the Time Billed tab Refer to Tracking your time on page 50 e Add or edit information about the time you spend working on an incident Select the name of the agent working the incident and the type of billable task being performed e Add notes to time billed information Tasks You can perform the following actions on the Tasks tab Refer to Adding tasks on page 52 e Add a task to the knowledge base e Edit task information Copy delete print and forward a task and mark a task complete Organization You can perform the following actions on the Organization tab Refer to Adding organizations on page 54 e Add and edit organization information e View the organization s incident history e View the 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 55 Attachments The Attachments tab allows you to attach files to the incident Refer to Attaching files to incidents on page 56 RIGHT NOW TECHNOLOGIES 24 Incidents Table 2 Incident Record Tabs Description Continued Tab Description Audit Log
49. Function Description Support Console Alt s Click Support Console or press Alt s then Enter to open the Support Console The Support Console is used to manage inci dents organizations and contacts For an overview of the Support Console refer to Working on the Support Console on page 308 For additional information about working with incidents refer to Chapter 2 Incidents on page 15 Answer Console Click Answer Console or press Alt a then Enter to open the Alt a Answer Console The Answer Console is used to manage the answers published on your web site For an overview of the Answer Console refer to Working on the Answer Console on page 323 For additional information about working with answers refer to Chapter 3 Answers on page 79 Logout Click Logout or press Alt x then Enter to log out of RightNow Alt x Service Messages This section displays messages and incident and answer notifica tions Details about each message include who sent it the type of notification the subject of the message and the date and time it was sent To open a message s incident or answer in a separate win dow for editing select it in the Type column and press Enter Delete all of my notification messages Alt d Click Delete All My Notification Messages or press Alt d then Enter to delete all messages Note Click Delete next to an individual message to delete only that no
50. Il Fie Edit View Favorites Tools Help inks zij Gsnagit 1 l amp ar Support Home Answers C T TLA My Stuff Your Question has been Submitted The reference number for your question is 060703 000000 You should receive a response by email from our support department within the next business day If you need to add information to or cancel your question you can do so by updating it through the questions sub area of the My Stuff section of this site Figure 150 Your Question Has Been Submitted Page If customers do not have a customer account the Create a New Account page opens after they click the Continue button See Security and login on page 223 and Creating an account on page 225 for information Regardless of how your system is configured all questions are immediately saved in the knowledge base as incidents If incident queues have been implemented for your RightNow application the incidents may be routed to a specific incident queue Refer to Filling your inbox on page 26 Chapter 5 Viewing preliminary responses 259 Viewing preliminary responses RightNow Service can also be configured to provide a preliminary response to a customet s question Using business rules your RightNow administrator can set up RightNow Service to search the knowledge base for answers and present a list of possible answers when the cus tomer clicks the Continue button This feature can reduce
51. Manual Edit Click this button to view or edit the selected task 5 Copy Click this button to copy the selected task X Delete Click this button to delete the selected task Print Click this button to print the selected task Chapter 3 Adding tasks 123 Table 21 Tasks Tab Toolbar Description Continued Button Description 3 Forward Click this button to forward the task to the selected recipient Ee 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 and select an option for displaying the tasks asso ciated with the answer Refer to the RightNow 8 2 Analytics Manual for information about report options To add or edit a task for an answer 1 Right click the answer and select Edit 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 Edit RIGHT NOW TECHNOLOGIES 124 Answers Path Right Click Answer gt Edit gt Tasks gt Add gt Add New NewTask x Die 38 KS Q Pree Summary _CustomFields Attachments AuditLog Name Opportunity iQ Assigned f Administrator Administrator M Organizat
52. NVIDIA Corp 1991 2000 Silicon Graphics Inc 2001 by Bigelow 2001 by URW GmbH In accordance with license requirements some of the open source licenses granted to RightNow are available for inspection at http opensource rightnow com RIGHT NOW TECHNOLOGIES
53. Path Chat Home gt Collaborate Pe ER w Poote Tool Heb Y Provide Feedback Subra a suggestion comptant or Tore 1 1 i 1 1 1 i 1 1 i 1 1 L 1 1 RightNow Live icon actsasa_ pointer on both the agent and customer browsers renn I Y Provide Feedback Subrra a suggeston complant or other feedback about 1s ste hare ore rome Figure 116 Collaboration Initiated on Customer s and Agent s Computers RIGHT NOW TECHNOLOGIES 210 RightNow Live The collaboration pointer appears on your web page and the customer s The pointer is the RightNow Live icon As you move your mouse the pointer on the customer s screen mimics what you do on your screen for example you can select and show objects on the customer s web page Any text you enter will be displayed on the customer s web browser window Tip Because the customer cannot initiate collaboration you are in control of the pointer on the customer s browser by default However you can pass pointer control to the customer at any time during the session Once you initiate a collaboration session the collaboration control button is activated This button contains the letters A and U allowing you to toggle control of the collabora tion site between you A and the customer U When you have control of the collabora tion site the default letter A is prominent when the customer has control of the collaboration site t
54. Question Live Assistance My Stuff Provide Feedback Provide Feedback Find Answers Ask a Question Live Assistance My Stuff No Yes View questions submitted View notification requests Edit account profile Check service contracts Change password Figure 122 Customer Options on the End User Interface RIGHT NOW TECHNOLOGIES 220 End User Interface Support Home page The Support Home page contains links to the main components in RightNow Service This page provides customers with quick access to the tools they need to answer their questions and receive immediate customer service Note Depending on how your site is configured the end user interface may look and func tion differently than what is shown and explained in this chapter By default the Support Home page contains links to Find Answers Ask a Question My Stuff and Provide Feedback Your RightNow administrator must enable RightNow Live for the Live Assistance link to appear as shown in Figure 123 If your administrator disables the Support Home page the next available page opens this is usually the Find Answers page Path Support Site URL F Support Home Page Microsoft Internet Explorer loj x Fie Edit View Favorites Tools Help Links snaatt e E y Find Answers We store all resolved problems in our solution database Search by product category keywords or phrases Vv gt Ask a Question S
55. Search Sort Summary Thread Y Default Sort v Poweredby RIGHT 1 Questions Found Reference n Status Date Crested 14 070101 000002 Unresolved 01 01 2007 09 45 AM How do get my voicemail Figure 156 My Questions Page RIGHT NOW TECHNOLOGIES 264 End User Interface Viewing questions As shown in Figure 156 customers can search the list of questions using search text and options in the Search By drop down menu The Search By drop down menu includes Sum mary Thread and Reference to reflect these fields in the incident Customers can also re sort the results and view the details of each question by clicking the subject link Additional fields contained on the My Questions page are described in Table 52 Table 52 My Questions Page Description Field Description Display all questions from my company When the customer selects this check box all of the questions associated with the customert s organization are displayed Note This option must be enabled for the check box to appear Reference This column displays the reference number of the question Status This column displays the status of the incident Date Created This column displays the date the question was first submitted by the customer or added by an agent Subject This column displays the summary of the question When the customer clicks the subject link of a question the View Question page opens
56. Standard The Family Plan allows multiple phones and multiple usage plans See http www worldmobile comiplans farily for the various response x options available under the Family Plan Type URL to be pushed here then click Send or press lt Enter gt A ia Real time System Stats Cumulative System Stats Last30 minutes updated every minute Agents Idle Users Users Longest Serice Level Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Defaut Queue 1 o i o oo 100 0 oos owo 0 00 0 o 10 2400 A Queue 2 o o o o oo 00 oo ooo 0o00 0 o 102400 A nene 3 n n l n a nnn ans nnn nm oan l n n _linvann a User Archie Leach 10 24 AM I A Figure 104 Inserting a Standard Response 3 Click the Send button or press Entet to send your standard response to the customer The next section describes how to push a standard URL to a customer Chapter 4 Inserting standard responses and URLs 199 To push a standard URL 1 Click the URLs tab on the agent applet Note If your organization uses folders to manage standard URLs the folders will be col lapsed by default You must click a folder to open it and view the URLs Path Chat Home gt URLs amp Communications Center Chat eG 9 PBAD A
57. T cece cee ee 54 Viewing the Session tab 6 cence ee 55 Attaching files to incidents 00 cee eee eee 56 Presenting offers to customers 1 1 0 00 eee eee 60 Creating opportunities from incidents s susse seroren 62 Sending TESPONSES s a blew bee o 4 CA vey E LES WLA SG odes Kiya eee OS 63 Adding incidentie aritna A eda wl bard assed eee bg ae Big a Renae sd Sanda S 68 Manaeine Incidents eaecdin diese eave na nen ei ekee e lag eau dal eect dates 70 Rorwatdins incidents 4 sigs 64 sien bag 4b wre end ww Beha pods e ues 70 Proposing answers iin pias YR aa gen Shere ea ean ae ee 73 Deleting incident lt r si ri Hee sae Siew es Ok Pale Sate ee eal es 75 Updating multiple incidents 0 0 0 0 eee eee 75 Re queuing and reassigning incidents 6 0 6 cece cece eee 77 ANSWETS 2243 Alaa atu Ae eit tht ened ores hee AEM i 79 Seeding your knowledge base 61 cee eee eee 80 Defining a process for publishing and reviewing answers 80 Creating effective answers 2 0 0 eee eee ee 81 Controlling answer visibility 0 0 0 0 eee eee eee 83 JAS WEL Status civic E wae bette a hares tox cake A es 83 Answer access level csee evim ees cerai cece een eens 84 Lannig es aches ERG A Stee Ge E sec deh fon ce Sete sates A E coach A el 84 Products and categories soiin vod gies wns carn eee oan cio 84 Conditional sections wisn ernea hoon Softee tee eae ese ese 84 Troubleshooting when answers are not visible
58. The Audit Log tab lets you view a history of all actions taken on the incident Viewing incident activity by staff members as well as any changes that were made automatically by RightNow Service through configuration settings and business rules When you select the Audit Log tab you can see whether other staff members have worked on the incident and what they have done You can view when responses were sent and when the customer updated the incident This information is valuable for keeping track of support interactions with customers especially if more than one agent is working on the same inci dent The Audit Log tab is shown in Figure 4 Path Right Click Incident gt Edit gt Audit Log Messages Contacts Details Time Biled 0 Tasks 0 Organization Session 0 Attachment when Ri 02 05 2007 05 03 PM 02 05 2007 05 03 PM 02 05 2007 03 18 PM 02 05 2007 03 18 PM 02 05 2007 03 14 PM Who Faith Carson Faith Carson John Connelly John Connelly Customer What Description Changed Status Waiting Edited From Incident Editor Edited From Incident Editor Assigned To Customer Support Faith Carson Created From Ask A Question AuditLog J Options Figure 4 Audit Log Tab Chapter 2 Incident record tabs 25 Audit log information also displays any automatic actions that have been performed on an incident in RightNow Service such as an automatic status change or any action
59. Thomas Mueller 1992 by Rich Murphey 1993 1994 NCR Corporation 1989 1995 Network Computing Devices 1990 1991 by Nippon Telegraph and Telephone Corporation 1990 1991 by NTT Software Corporation 1998 by Number Nine Visual Technology Inc 1990 1991 by OMRON Corporation 1991 by the Open Software Foundation 1998 2002 Keith Packard 1997 Takis Psarogiannakopoulos Cambridge UK 1993 Quarterdeck Office Systems 2002 by Red Hat Inc 1990 1991 by Thomas Roell Dinkelscherben Germany 1989 Dale Schumacher 1993 1997 by Silicon Graphics Computer Systems Inc 2002 Manish Singh 1993 1994 by Sony Corporation 1988 SRI 1987 1988 1991 1992 2000 by Sun Microsystems Inc 1999 2000 SuSE Inc 2002 by SuSE Linux AG 1999 2001 by Thomas Thanner Citron GmbH Germany 1992 1993 by TOSHIBA Corp 1992 by Jim Tsillas 1997 1998 by UCHIYAMA Yasushi 1990 1991 UNIX System Laboratories Inc 1994 1996 by Holger Veit 1992 Vrije Universiteit The Netherlands 1993 by David Wexelblat 2001 2004 Thomas Winischhofer Vienna Austria 1993 by Thomas Wolfram Berlin Germany 1996 X Consortium Inc 1998 by Kazutaka YOKOTA 1992 by Orest Zborowski 1991 1996 Digital Equipment Corp 1996 Fujitsu Limited 1996 Hewlett Packard Company 1996 Hitachi Ltd 1996 International Business Machines Corp 1990 Network Computing Devices
60. Troubleshoo o mail Servic C Replacement Repair Coverage Voice Messaging C Remove Categories S O General nt and Billing C 19 Distance Manage My Ai a Tror Request Repair Figure 82 Editing Multiple Answers 3 Enter field information described in Table 42 Table 42 Edit Multiple Answers Description Field Description Status Click this drop down menu to select an answer status Assigned Click this drop down menu to select a staff member to assign the answers to Review On Click this drop down menu to select a date to review the answers Publish On Click this drop down menu to select a date to publish the answers Notes Type any notes you want to include with the answers Chapter 3 Inserting variables in answers 165 Table 42 Edit Multiple Answers Description Continued Field Description Custom Fields Click this tab and fill in any custom fields defined by your RightNow administrator Note Only Radio Menu Date and Date Time type custom fields are available when you edit multiple answers The Custom Fields tab will not appear if you do not have the appropriate permissions defined in your profile Products Categories Click this tab to associate products and categories with the answers Note Regardless of which products or categories are associated with an individual answer when you edit multiple answers no produc
61. What is a dropped call English US Public Faith Carson 07 05 2006 03 08 PM Edit Manually Related Answers 2 Add Edit Print x Remove L Preview J Options Answer ID Summary Action 22 How do I report and disconnect a lost or stolen cell phone Edit t 4 Leamed Links Edit Print Assign L Preview g Promote so Block unblock J Options Answer ID Summary Blocked Action 9 Can you please send me information about calling plans No Edit 13 What is a dropped call No Edt Figure 59 Answer Relationships Tab Note Regardless of which type of answer relationships you work with it is important to note that all relationships between answers are at a peer level and not at a subordinate 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 The following sections describe each of the answer relationships Sibling answers Sibling answers are those that share the same product or category and can also contain the same file attachments The Sibling s section of the Relationships tab consists of a toolbar and a list of sibling answers The toolbar is located above the sibling answer list Figure 60 shows the Sibling s section on the Relationships tab Chapter 3 Managing answer relationships 135 Path Right Click Answer gt Edit gt Relationships Content
62. a link 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 116 File attachment Answers that appear as a file attachment You can select a file your customers can access when viewing the answer For information about creating file attachment answers refer to Adding file attachment answers on page 117 ACaution 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 Attachment s Manually Related Answer s and Learned Link s 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 To add an answer 1 Click New and select Answer RIGHT NOW TECHNOLOGIES 110 Answers Path New gt Answer New Answer fj New la Save L Save and Close review F Spell Check 5 Expand Qio QDrelp F Summa f Status Private M Language Engish Us vA Assigned Administration Access Level Everyone ele Administrator a i Mi Content _Products Categories Tasks 0 Details Attachments AuditLog Relationships Keywords Notes Answer Ty
63. accessibility interface Refer to page 306 Working on the Support Console Contains an overview of the Support Console and the proce dures to add and edit incidents organizations and contacts Refer to page 308 e Working on the Answer Console Contains an overview of the Answer Console and the proce dure to add and edit answers Refer to page 323 RIGHT NOW TECHNOLOGIES 304 Accessibility Interface Logging in to the accessibility interface All staff members with a valid user name login and password can log in to the accessibility interface from the RightNow Entry Setup window This thin client version of RightNow Service allows you to view your notifications and add and edit incidents and answers using a simplified non graphical interface To log in to the accessibility interface 1 Open your web browser and type http lt your_interface gt custhelp com cgi bin lt your_interface gt cfg php admin launch php Por additional information about logging in to RightNow refer to the RightNow 8 2 User Manual Path URL E RightNow Entry Setup global__82 bab Microsoft Internet Explorer File Edit View Favorites Tools Help RIGHT NOW TECHNOLOGIES Install RightNow 8 Welcome to RightNow 8 Start by installing RightNow 8 on your computer The quick installation allows for fast and easy access to the application After completing the installation you should launch RightNow 8 from the Windows Start M
64. agent accepts the chat request and begins chatting with the customer F Live Assistance Microsoft Internet Explorer Status Connected Archie listening Archie Hi my name is Archie How may I help you You Hi Archie I need information about your new phone offerings Can I find that on your Web site Archie Sure From our home page http www globalwireless com click Hardware in the toolbar and select Phones A listing of all iphones will be diplayed Figure 95 Customer Interface using the Thin Client RIGHT NOW TECHNOLOGIES 188 RightNow Live 4 The agent pushes a URL to the customer which opens in a new frame inside the same web browser F live Assistance Microsoft Internet Explorer Status Connected Archie Hi my name is Archie How may I help you You Hi Can you tell me where to find mformation about your different plans Archie You can find a lot of information in this answer TI open itin a window for you j ee URL Received brp iglobal qa lan cgj biniglobal cfp php enduserfcis_adp php p fagid 3 amp p created 1085667791 Answers What phone service plans do you offer and what is included in each i plan Question Where can view all your phone service plans Answer For a complete explanation of each of the following service plans click on the corresponding link The Executive Plan is for high volume business users who need nationwide international access See
65. 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 347 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 word phrases When an incident 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 compares 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 or updated object using all rules in the initial state Unless one or more tules 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 bee
66. 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 tThe 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 tThe current state of an answer 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 are Active Closed Dead Inactive Lead Lost and Reject Stopword A word that is not included in the keyword indexes in RightNow Service and is not seatchable 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 completed 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 A 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 Style All of the specifications tha
67. an extended period of time the answer s solved count can reach zero When you first create an answer its rank in the knowledge base will be low thereby making it 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 settings defined in your application RIGHT NOW TECHNOLOGIES 88 Answers When an answer 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 enabled Contact your RightNow administrator to disable 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
68. and status types An opportunity with the Active status is currently advancing in the system toward a sale Administration buttons The buttons on the navigation pane of the Administration Console associated with RightNow s administration options Common Service Marketing and Sales Clicking a button displays that option s list of administration items Administration Console The console for con figuring and customizing all areas in RightNow Administration interface The graphical user interface that staff members use to configure manage and work with all elements of a RightNow application Administrator A staff member who configures customizes and maintains a RightNow applica tion 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 with 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 Advanced mode A workspace editing mode that includes controls for panels tab sets and tables which are not present in the basic mode RIGHT NOW TECHNOLOGIES 336 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 knowledg
69. and the answer will open with a new summary previous answer summary Copy of Answer answer ID Refer to Copying answers on page 166 Delete Click this button to delete the selected answer Refer to Deleting answers on page 166 Print Click this button to open the Print Dialog window where you can print the selected answer Refer to Printing answers on page 167 Assign Click this button to assign the selected answer to another staff member Preview Click this button to preview the selected answer as your customers will see it on the end user interface Refer to Previewing answers on page 168 Search Click this button to search the knowledge base for a particular answer Refer to Searching for answers on page 101 Refresh Click this button to refresh the list of answers in the report Reset Click this button to reset the list of answers in the report For example when you perform a search the search results display in the list To reset the results and display the original list of answers click the Reset button Standard answer workspace RightNow Service provides a standard workspace for working with answers The workspace defines which fields are available what toolbars and buttons display and how the information is organized on the content pane Figure 40 is an example of the standard answer workspace Chapter 3 Standard
70. answers returned in a customer s search by assigning them SLAs that allow privileged 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 Gold Everyone or Gold and Everyone Access levels are just one way of controlling answer visibility For information on other ways to control answer visibility refer to Controlling answer visibility on page 83 To associate an answer with multiple access levels 1 Right click the answer on the content pane and select Edit 2 Click the Access Level drop down menu and select the check box next to each access level you want to assign to the answer Chapter 3 Conditional sections overview 151 Path Right Click Answer gt Edit gt Multi Select Access Levels w 1 How dol change my address Gx T new lal Save L Save and Close i Print X Delete 9 Preview 7 Spell Check gt Expand Qinfo Qe F Summary How dol change my address Status Public x Language English US vja Assigned Sales Access Level Restricted Platinun x Andrew Larson Help Everyone hs Content __Products Categories Tasks 0 Details Attachments AudtLog Relationships F Restricted Privileged Keywords Notes J Gold Answer Type HTML URL File Attachment Question Answe
71. answers to the Response field of the Messages tab Lg save and Close Click this button to save the incident you are working on and close the incident B Forward Click this button to forward the incident to any email address staff account or group Refer to Forwarding incidents on page 70 for information Note This button is not enabled until after you have saved an inci dent you are adding Print Click this button to print the incident Note This button is not enabled until after you have saved an inci dent you are adding Copy Click this button to copy the incident Note This button is not enabled until after you have saved an inci dent you are adding Delete Click this button to delete the incident Note This button is not enabled until after you have saved an inci dent you are adding RIGHT NOW TECHNOLOGIES 20 Incidents Table 1 Incident Toolbar Description Continued Button Description L34 Offer Advisor Select this option to open the Offer Advisor window which allows you to present offers to the customer For information refer to Presenting offers on page 291 Note If this button is disabled either Offer Advisor is disabled or no promotions or product suggestions apply to the customer Click this button to propose the incident as an answer Refer to Proposing answers on page 73 for information Note This button is not en
72. as a result of customer activity Live Assistance A link on the Support Home page that customers can click to submit a request to chat with a RightNow Live agent or have an agent call them back This function in RightNow Service provides two way real time chat and tele phone callback Live session routing A process of routing cus tomer requests for RightNow Live chat or callback to a specific queue based on rules in the Live ses sion routing rule base See Chat session queue 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 that can be used in most search techniques in RightNow Service to explicitly find answers that have a word or that do not have a word 349 Login window A window for entering login name password if required and site information to access the administration interface of a RightNow application Lost One of seven 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 util
73. button This will allow you to conduct multiple chats at the same time Each time you click this button the number in your Idle Sessions column increases by one meaning that you are available for an additional chat 2 To decrease the number of sessions you ate available for click the Decrease button Each time you click this button the number in your Idle Sessions column decreases by one 3 To make yourself unavailable for future chat sessions click the Sleep button This will not affect your active sessions sessions in which you actively chatting with a customer Pulling chats from the wait queue By default chats are automatically assigned to you but this functionality is configurable If your RightNow administrator enables the pull next chat feature you can manually pull chat requests from the user wait queue Important When this feature is enabled the Increase and Decrease buttons P on the agent applet are replaced with the Pull Next Chat button Que and the Accept Decline chat invitation prompt will not be displayed Figure 89 shows the location of the Pull Next Chat button Chapter 4 Path Chat Home Monitoring other agents chats 181 amp Communications Center Chat Pull Next Chat button O RAX kaw Active Idle Average Average Chats Last Agent Sessions Sessions Handle Response Per Hour Update Mary Servicea 0 1 0 00 0 00 o 1 08 30 P
74. certain levels in the knowledge base using the Display Position setting This is often useful when new issues arise e 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 other answers viewed during the same session Through the SmartAssistant feature RightNow Service suggests answers to them based on the 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 133 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 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 cus tomers select and view answers explicit data is compiled by how customers rate the effective ness of individual answers Using the solved count values RightNow Service can dynamically rank the answers by their usefulness and present customers with the most effective answers first Note By default the Solved Count feature is enabled Chapter 3
75. different word forms such as singular plural or different 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 wotd to find answers that must include the word insert before a word to exclude answers containing that word The answet s Summary Question Answer and Keywords fields are searched for matching terms Chapter 2 Adding content to the response 43 Table 7 Search Knowledge Base Window Description Field 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 Similar Phrases 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 Exact 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 or 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 e
76. distribution lists or external email addresses at specified times Scheduled 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 answer s score is deter mined by its solved count and any display position that was set when the answer was added or updated Screen pop See CTI screen pop and Third party screen pop 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 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 Por 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 re
77. group similar answers improving the way you keep track of and update answers in your knowledge base Answer relationships can be managed on the answet s Rela tionships tab The answer relationship types available depend on the permissions set in your profile When two or more answers are related you will be able to view the relationship from either of the answer s Relationships tab Sibling manually related and automatically related answers are displayed on the Relationships tab The tab is divided into the following sections e Sibling s e Manually 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 of more answers manually defined by a staff member Learned links are answers that have learned relationships as a result of cus tomer activity Note Manually related and learned links will be disabled when the answer type is set to either URL or File Attachment For information on answer types refer to Adding answers on page 109 RIGHT NOW TECHNOLOGIES 134 Answers Path Right Click Answer gt Edit gt Relationships Content Products Categoies Tasks 0 Details Attachments AuditLop Relationships Siblings Answers e Add edit Print Assign Di Remove Preview S options Answer ID Summary g Language Status Assigned Date Updated _ Action 13
78. gt Attachments Content Products Categories Tasks 2 Details Attachments Audit Log Relationships 2 Add Files gt Name Size Created Updated Description Private Figure 54 Attaching a File to an Answer 3 Click the Add Files button and select Browse A window opens and displays the files and folders on your workstation Path Right Click Answer gt Edit gt Attachments gt Add Files gt Browse Look in Global Wireless Catalogs W Accessories Catalog doc W Global Wireless Fall 2007 Catalog doc My Recent Z Global Wireless Price Catalog doc Documents W Global Wireless Spring 2007 Catalog doc My Computer File name l My Network Files of type AN Fies Figure 55 Browsing File Attachments Window 4 Select the file to attach 5 To attach additional files press Ctrl while selecting the files 6 Click the Open button to attach the file to the answer To search for a file to attach to an answer 1 Click the Attachments tab 2 Click the Add Files button and select Search to open the File Search window Chapter 3 Attaching files to answers 129 Path Right Click Answer gt Edit gt Attachments gt Add Files gt Search File Search x Search directory Browse Part of file name or extension Documents doc xls pal twt Audio mp3 wav wma Images ipa bmp gif 7 All Files Search
79. heading to toggle between sorting in ascending or descending order 11 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 12 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 13 To print the answer click Print in the Action column The Print Dialog window opens dis playing the answer as it appears on the end user interface 14 Click the Close button to close the Search Knowledge Base window Chapter 2 Adding content to the response 45 Inserting standard text When you are busy responding to customers questions you will appreciate having the routine parts of your job streamlined as much as possible For example you would probably welcome 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 situa tions 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 Note 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 trom the Standard Text window
80. history that is the pages on the end user interface that the customer clicked before submitting a question Sharing The process of sharing contacts tasks ot both between Microsoft Outlook and RightNow Sales All sharing functions are initiated from the Outlook add in toolbar in Microsoft Outlook See also Outlook add in Sibling answer Related answers that share the same product or category These related answers may also contain the same file attachments Single level Browse An option in the Browse search method that provides customers with gen eral topics they can choose from and then narrows to a specific answer This option is designed for users who prefer to be guided through their search See also Browse and Multi level Browse 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 receive 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 contracts on the end user inter face and can be accessed from the My Stuff page See also Default response requirements SLA instance A customet 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
81. in the Subject field to a maximum of 240 characters 3 Complete the incident fields as described in Editing key incident fields on page 32 4 Click the Add button and select Customer Entry Chapter 2 Adding incidents 69 5 Type the customer s question in the text field 6 Click the Add button and select Response 7 Type your response For information about responding to an incident refer to Adding responses on page 35 and Adding content to the response on page 39 8 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 47 9 To enter the time you spend working on the incident click the Time Billed tab and com plete the information as described in Tracking your time on page 50 10 To add or edit task information for the incident click the Tasks tab and complete the information as described in Adding tasks on page 52 11 To add or edit organization information for the incident click the Organization tab and complete the information as described in Adding organizations on page 54 12 To attach one or more files to the incident click the Attachments tab and complete the information as described in Attaching files to incidents on page 56 13 To present an offer to the customer click the Offer Advisor button Refer to Presenting offers to customers on page 60
82. 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 aA web page that allows access to the Configuration Editor without going through the Administration Con sole Entry is made using a specific URL Standard reports The complete set of pre defined reports available in RightNow These reports can be copied and used as templates to cre ate custom reports Standard 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 a RightNow Live agent during a Live chat 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
83. levels This drop down menu contains all additional levels of categories for the categories contained in the Category drop down menu Search by Keyword Customers can enter the text they want to search for in this text box It is not necessary to enter text in order to perform a search This button activates all searches whether the customer is using the drop down menus or text to search RIGHT NOW TECHNOLOGIES 230 End User Interface Table 48 Find Answers Page Description Continued Field Button Description Search Tips Customers can click this link for information about options in the Search By drop down menu and suggestions for conducting effec tive searches Search By This drop down menu determines the search criteria to be used in the search Each option uses a different search technique For information refer to Search techniques on page 242 Note Your RightNow administrator can change the options in the drop down menu or prevent this drop down menu from appear ing Sort By This drop down menu determines how the answers are sorted The default options are Default Sort and Subject Summary field on the administration interface For example if the customer chooses Subject the questions are displayed in alphabetical order by subject The default sort is defined by your RightNow adminis trator in a search page report Note The options in the drop down menu are det
84. members working with RightNow Sales Procedures for the RightNow administrator include adding sales process options and quote templates and configuring Outlook integration and disconnected access Procedures for sales staff members include working with opportunities quotes Outlook integration and disconnected access RightNow 8 2 Feedback User Manual Contains procedures for all staff members work ing with RightNow Feedback This manual addresses audiences the content library ques tions and surveys RightNow Workstation Specifications Contains recommendations for workstation hard ware configurations operating systems and web browsers Also included are requirements for RightNow Live RightNow Sales and computer telephony integration CTI For a comprehensive list of system requirements refer to Answer ID 31 on our support site at http rightnow custhelp com RightNow 8 2 Release Notes Contains a brief description of the new and expanded fea tures in RightNow 8 2 including features common to all products and those specific to RightNow Service RightNow Marketing RightNow Sales and RightNow Feedback RightNow HMS Guide Contains upgrade instructions for customers hosted by RightNow Technologies RightNow SmartConversion Guide Contains procedures for upgrading from RightNow CRM 7 5 to RightNow 8 2 RightNow Integration Manual Contains procedures for integrating the RightNow knowledge base with external systems inc
85. of the accessibility interface thin client and how to navigate the interface This chapter also contains the procedures for logging in to the accessibility interface and adding and editing incidents organizations con tacts and answers on this interface Appendix A SmartSense Emotive Rating Contains a description of RightNow s SmartSense emotive rating feature Documentation conventions 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 Path Common gt Double Click Staff Accounts Identifies the path to open an administration item on the Administration Console The administra tion option appears first followed by the mouse action Note All paths appear immediately before figures in the documentation Chapter 1 Documentation conventions 11 Convention Description Path Right Click Answer gt Edit gt Answer Identifies the path to open a record on the con tent pane of the RightNow Console The mouse action appears first followed by the menu selec tion s lt angle brackets gt as in http lt your_interface gt custhelp com Indicates variable information specific to your RightNow application Asterisk preceding field names in tables Indicates that the field
86. on system activity of individual queues and all queues combined entire system over the last 30 minutes and is updated by default every minute RIGHT NOW TECHNOLOGIES 178 RightNow Live Table 46 Agent Applet System Statistics Description Continued Column Description Service Level This column shows whether agents are meeting their default response requirements The number indicates what percentage of calls are being answered in a certain amount of time default is 20 seconds This is compared to the service level requirement SVL_PCT and will turn red when the percentage falls below the requirement Average Wait This column shows the average amount of time customers waited in queue before receiving their first response from an agent Average Response This column shows the average message response time for all agents in the queue Average Handle This column shows the average time spent by all agents in the queue to handle a complete chat session Calls Handled This column shows the number of calls handled by all agents in the queue Calls Abandoned This column shows the number of calls that were abandoned by customers before being taken by an agent Last Update This column shows the time the system stats activity was last updated Chat section Important The chat section is where active chats take place It contains dialog and chat management to
87. options include Note Customer Customer Entry Response Chat Tran script Auto Response and Auto Response Note RIGHT NOW TECHNOLOGIES 38 Incidents Table 6 Messages Tab Toolbar Description Continued Button Description Sort Click this drop down menu to sort the messages by descending or ascending date on the Messages tab Note Regardless of 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 2 Tip 4 Right click the incident on an incidents report and select Edit gt Incident If the Messages tab is not on top click Messages On the standard incident workspace this tab is displayed when an incident is opened Click the Add button and select Response You can also press Altta r to open a response thread Type your response to the customet s question in the text window To add a customer entry or private note to an incident 1 2 Tip Right click the incident on the content pane and select Edit gt Incident On the Messages tab click the Add button and select Customer Entry or Private Note You can also press Alt a c to open a customer entry thread or Alt a n to open a private note 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 t
88. or indicate they no longer need an answer to the question RIGHT NOW TECHNOLOGIES 266 End User Interface Path Support Home gt My Stuff gt Login gt Questions gt Subject Link gt Update Question Support Home Answers Aska Question FUT Logged in as Lauri Chandler Question Reference 070111 000000 Subject Upgrade Product Replacement Repair Coverage Category General Information Submitted 01 11 2007 01 54 PM Last Updated 01 11 2007 01 54 PM Status Unresolved Results and or Additional Information Attach Additional Documents to Question When You are Done Figure 158 Update My Question Page When the customer clicks the Submit Update to Question button the question update and file attachments are appended to the original question The status of the incident changes to Updated to alert you and other agents that the customer updated the question The agent assigned to the incident receives a notification Note When the customer returns to the My Questions page the question s status is changed to Updated Chapter 5 Notifications 267 In addition to updating questions customers can also notify you when they no longer need an answer to a question By selecting the I No Longer Need an Answer to This Question check box and clicking the Submit Update to Question button the incident is set to the Solved sta tus and the agent assigned to the incident receives an update notificati
89. or need updating For more information refer to Viewing the Session tab on page 55 Tip Before creating a new answer 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 customer 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 e Admin Answers Accessed e Answer Notifications e Answers Viewed Keyword Search e Operations Dashboard e Service Summary e Session Tracking e Site Effectiveness For more information about service reports refer to the RightNow 8 2 Standard Reports Refer ence RIGHT NOW TECHNOLOGIES 92 Answers Overview of answers 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 RightNo
90. otherwise One exception is that it is specifically recog nized as a leading character when directly preceding the to allow regular expression searching of the sort rightnow com Allowed within a number only otherwise it is considered punctua tion Text enclosed within the angle brackets lt and gt is ignored 8 8 Otherwise the angle brackets are treated as punctuation Allowed as part of an embedded word but is otherwise considered punctuation Whitespace tab return space Ignored and acts as a word separator Allowed after a word to specify a broader search on the following word by using synonym expression and spelling correction Note Punctuation is ignored and also acts as a word separator Except as noted in Table 18 on page 105 the following characters are considered punctuation 1P P A amp _ Z 0 lt gt Chapter 3 Managing answers 107 Managing answers You can manage answers in your knowledge base by grouping similar answers using answer relationships Answers can also be related using products and categories manually created relationships or learned links from customer activity on your end user interface For informa tion refer to Managing answer relationships on page 133 Although you may add many answers to your knowledge base as your organization provides new products and services you may also spend a lot of time managing an
91. performed as a result of a business rule You can tell that the action was controlled by the system because the Who column contains Administrator in the field Table 3 describes the information con tained in the audit log Table 3 Audit Log Tab Description Field Description When This column lists the date and time of the action with the most recent action listed first Who This column lists the name of the staff member or customer who took the action If Administrator is listed in this column the action was the result of a business rule or an automatic update by RightNow Service What This column lists the action taken on the incident Description This column provides additional information about the action RIGHT NOW TECHNOLOGIES 26 Incidents Working with incidents As stated earlier when a customer submits a question RightNow Service automatically cre ates an incident that contains the subject customer s question and contact fields You can complete an incident response in a single editing session or you might find it useful to work on one part of the response and then return later to complete the rest of the incident The standard incident workspace enables you to quickly move from one section to the next as you work on incidents You can edit any part of an incident in any order you choose The pro cedures in this section follow the order of the fields and tabs on the standard incident
92. plan detaits at a The Nationwide Plan is perfect for the frequent traveler withan the United States A vanety of roaming minute plans ara available so you can select the plan that best meets your needs For details see pttp Avwe worldmobile com plans nationwade Figure 96 Thin Client with Pushed URL Opening in Same Browser Chapter 4 Thin client 189 5 The customer receives marked up text using HTML allowing you to display a linked image to the customer You also have the ability to emphasize text with bold typeface Z Live Assistance Microsoft Internet Explorer Status Connected Archie listening Poweredby BIGHT Figure 97 Linked Image Displayed on the Thin Client RIGHT NOW TECHNOLOGIES 190 RightNow Live Chatting with a customer By default when you open the agent applet you are available for one chat session Also by default customers will use the Java client to submit chat requests If your RightNow adminis trator has enabled the thin client the customer experience will be slightly different From your perspective using the agent applet nothing will change regardless of the client being used by the customer If you are the agent selected for a chat request you will receive an audible tone and the top section on the left side of the agent applet will display a chat request invitation In addition a toast invitation will open alerting you of the chat request The chat request both on
93. process for answers 80 RightNow Entry Setup window accessibility interface 304 RightNow Live agent applet agent section 173 chat section 178 opening 172 ovetview 172 responses and URLs tabs 176 settings 175 system statistics 177 user wait queue 176 agent chat tools agent to agent chat 195 collaborating with customers 208 conferencing other agents 205 customer history 202 customer session information 201 standard responses and URLs 196 suggested answers 200 transferring chats to other agents 203 chat management tools increasing and decreasing sessions 180 monitoring other chats 182 pulling chats 180 chatting with customers 190 RIGHT NOW TECHNOLOGIES 374 RightNow Live continued clients Java 184 overview 184 thin 186 creating incidents from chats 212 end user interface 260 telephone callback 193 toolbars agent section description 173 chat section description 179 RightNow Wireless accessing 277 account profile 283 Answers List page 279 280 customer accounts creating 284 Find Answers 278 Keyword Search page 280 My Stuff 282 searching by keyword 280 by product category 278 submitting feedback 281 questions 281 Support Login page 277 updating questions 283 S score for answers end user interface 237 seatch basics end user interface 241 Search Knowledge Base window field descriptions 43 search techniques end user interface 242 incidents 43 search term highlighting end user interface
94. purchased by phone or through our web site Figure 87 Answer Preview with Selected Access Level RIGHT NOW TECHNOLOGIES 170 Answers Chapter 3 171 4 RightNow Live While self service and email response management can solve the majority of customer issues Live assistance remains the best venue for certain queries such as helping customers complete web forms and finalize purchases As a RightNow Live agent you can serve customers in real time through typed conversation or telephone callback While chatting standard text allows you to send prepared responses to customers offering a faster response time Note This chapter describes the features and functionality of RightNow 8 1 Live This is the original version of RightNow Live available in RightNow 8 1 and prior releases If you have upgraded to RightNow 8 2 you can continue to use this original version of RightNow Live or a newer version RightNow 8 2 Live Refer to the RightNow 8 2 Live Administrator and User Manual available for download through our customer commu nity for RightNow 8 2 Live documentation The original RightNow Live 8 1 described in this chapter uses a different interface than the newer version 8 2 Refer to Figure 88 on page 173 to view the original RightNow Live interface In this chapter Agent applet overview Contains the procedure for opening the agent applet along with a description of its features for managing chat se
95. related through drill down links and drill down fil ters Page A web page an end user page in a RightNow Service application Path The connector between items in a cam paign workflow diagram A path can be one of four types Standard Submit Yes or No and can connect two actions or an action and decision in campaigns See also Action and Decision Personal settings Options defined in staff accounts that can be changed by staff members including default currency default country time zone and email notifications The staff account settings changed from the Personal Settings option will override what has been defined for those set tings in the staff account Pipeline Calculated revenue that has not yet been acquired but is forecasted to close in a speci fied time period 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 k
96. s Organization tab which contains nested tabs for the organization s custom fields incident history and contacts associated with the organization For more information about working with organizations refer to the RightNow 8 2 User Manual Note The default property for the organization field on the standard incident workspace is set to read only and is not a required field If the property is set so that the field can be edited on the incident workspace it will also be set to be required To add or edit an organization for an incident 1 Right click the incident and select Edit gt Incident 2 Click the Organization tab Path Right Click Incident gt Edit gt Incident gt Organization Messages Contacts Details Time Biled 1 Tasks 2 Organization Session 0 Attachments AuditLog Organization Name Mountain Roads Inc Login Organization iD 50 Password Biling B a State Service Edit CustomFiekis Incident History Contacts for Ora Figure 24 Organization Tab 3 To add or edit the organization name type the name in the field Important If you change the organization name on the tab and save it the name changes throughout the knowledge base Chapter 2 Viewing the Session tab 55 4 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
97. 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 Self learning knowledge base imgupd A utility that updates the color of the corner GIFs used in making the tabs on the end uset interface to match the colors in the enduser css This utility must be run if any modifications are made to the colors in the enduser css See also Corner GIFs IMP import file A data file with an extension of dmp that is used by the Rimport utility to map val ues in the CSV file to columns in the RightNow database Inactive One of seven default opportunity sta tuses and status types An opportunity with the Inactive status is no longer being pursued but could be activated 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 is 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 Live chat session site or answer feedback or from an external source using the API Incidents can also be added by agents when they work with customers by phone fax or mail Incide
98. supported languages as well as some emoticons and acronyms The SmartSense rating may be exaggerated if emotive words ate set in all capital letters or the sentence contains an exclamation point When your RightNow administrator has added Contact SmartSense Staff SmartSense or both to the workspace you use for working on incidents you will see the colored meter on the workspace Figure 206 shows an incident workspace with both SmartSense meters displayed the workspace you use for incidents depends on your profile and how your RightNow admin istrator configured incident workspaces Note The SmartSense meter also appears in RightNow Live if it has been enabled by your RightNow administrator RIGHT NOW TECHNOLOGIES 332 SmartSense Emotive Rating Path New gt Incident 2 070129 000001 Gx ha New z save lich Save and Close Copy Print JX Delete New Opportunity 4 Offer Advisor ah Forward yo Propose a Subject Contact Q Assigned Faith Carson Ts Product No Value a Status Unresolved 7 Queue Tier Categow iNo Value _ lt lt o Source No Value w SLA InstancelD No Value Yj Disposition No Value il Interface global kd Mailbox support_upgrade__upgrade_ Contact SmartSense mu 7 om Staff SmartSense me om Messages _Contacts Time Biled Tasks Attachments i Audit Log C Sendon Save 3 Smart Assistant Q Search KnowledgeBase Standard Text A
99. the agent applet and toast includes the customert s first and last names email address any incident or contact custom fields that have been configured by your RightNow administrator the cus tomet s operating system and web browser and buttons to accept or decline the chat request You can click either invitation to accept the chat request Path Chat Home amp Communications Center Chat eo Request to chat from Email Address jdoe example com Operating System Windows XP Browser IE 6 0 Java 1 5 0_02 en_US x Accept Decline PPAQD AX Oise Active Idle Average Average Chats Last Agent Sessions Sessions Handle Response PerHour Update Mary Servicea 1 0 0 00 0 00 0 4 19 32 PM User Queue Wait Time John Doe RightNow Live Default Queue 00 00 27 z Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Serice Level Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Seo Wait Wait Response Han uaan RightNow Live Default Queue 1 0 1 027 00 0 00 ooo 230 a Entire System 1 0 o 1 027 0 0 0 00 o0 23 Incoming Chat x First Name John Last Name Doe Email Address jdoe example com Operating System Windows XP Browser Firefox 1 5 Java 1 5 0_02 en_US I
100. the incident click in the Notes field and type your comments 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 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 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 Chapter 2 Deleting incidents 75 Path Right Click Incident gt Propose gt OK Answer Proposed from Incident Answer 46 created Figure 37 Answer Proposed from Incident Window Deleting incidents If your profile gives you permission to delete incidents the Delete button is enabled on the toolbar 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 Upda
101. the number of questions submitted to your support staff and offer customers an immediate response Path Support Home gt Ask a Question gt Continue Z Preliminary Response to Question Microsoft Internet Explorer 2 5 x File Edt View Favorites Tools Help amp x a Support Home Answers Sehr TID My Stuff Logout Help Logged in as chris janew Preliminary Response to Question The answers to the following questions may be relevant to your question Am charged airtime when check my voicemail from my wireless phone Which phones are available for Global Wireless Which phones have text messaging How do change my address Can you please send me information about calling plans If this response did not answer your question Finish Submitting Question Done Figure 151 Preliminary Response to Question Page Customers can click a link to view an answer in a new window If none of the suggested answers adequately answer their question customers can click the Finish Submitting Ques tion button to submit their question RIGHT NOW TECHNOLOGIES 260 End User Interface Live Assistance RightNow Service provides two way real time chat and telephone callback for customers who need immediate assistance Customers can chat with RightNow Live agents staff mem bers with Live permissions assigned in their profile or request a callback to speak directly with an agent
102. the process that occurs when questions are submitted Refer to page 257 e My Stuff Describes the My Stuff component where customers with an account can view the questions they have submitted update their profile information define search preferences for the Find Answers page view their current service contracts and change their password Refer to page 262 Provide Feedback Describes how customers can submit feedback about your web site or over all customer service and support Refer to page 275 e Help Describes the Support Help page Refer to page 276 RightNow Wireless Contains an overview of how customers can use a wireless application pro tocol device to access the end user interface Refer to page 277 RIGHT NOW TECHNOLOGIES 216 End User Interface Accessing the end user interface You can access the end user interface by typing the URL in the address bar of your web browser or you can select it from the menu on the administration interface To access the end user interface through a URL Launch your web browser and type the following URL http lt your_interface gt custhelp com cgi bin lt your_interface gt php enduser home php Path Support Site URL port Home Page Microsoft Internet Explorer f x Fie Edit View Favorites Tools Help Links srant K a Find Answers We store all resolved problems in our solution database Search by product category keywords or
103. the product link to perform a search by that product Category This field displays the category of the answer if categories have been added Note Customers can click the category link to perform a search by that category Date Created This field displays the date and time the answer was created Last Updated This field displays the date and time the answer was updated Access Level This field displays the access level that has been assigned to the answer In addition to the Everyone access level privi leged access levels can be assigned through SLAs and applied to organizations and contacts with no organization associa tion Then when a customer is logged in answers with privi leged access levels are displayed on the Find Answers page Print Answer Customers click Print Answer to open a new window that contains a basic text version of the answer Refer to Print an Answer on page 235 Email Answer Customers click Email Answer to send the answer to an email address Refer to Email an Answer on page 235 RIGHT NOW TECHNOLOGIES 234 End User Interface Table 49 Answer Page Description Continued Field Button Description Question This field displays the question Answer This field displays the answer Notify Me by Email if this Answer is Updated Customers click this button to subscribe to the answer Any time the answer is updated customers wil
104. 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 click the incident on the content pane and select Edit gt 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 inci dents is reduced When the last incident is credited the customer s SLA is disabled 4 Click the Save button to save the incident RIGHT NOW TECHNOLOGIES 32 Incidents 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
105. to the RightNow 8 2 User Manual Chapter 8 Working on the Answer Console 323 Working on the Answer Console From the Answer Console you can add and edit answers You can also search for answers using selection criteria attach files to answers and add products and categories to groups of related answers This section describes how to work with answers on the accessibility inter face For a full discussion about working with answers in RightNow Service including func tionality that is not available on the accessibility interface refer to Chapter 3 Answers on page 79 The Answer Console is shown in Figure 202 Path Session Console gt Alt a gt Enter GS Answer Console global__82 bab New Answer View Answers Default 7 Refresh Search Answer Summary Language neces Status Assigned Date Updated Actions Can you please send me information Eng ij Faith 07 05 2006 about calling plans US Everyone Public Garcon 03 08 PM Edit Answer x Am I charged airtime when check my Engl D Edward 07 05 2006 voicemail from my wireless phone US Everyone Public ang 03 07 PM Edit Answer x 13 What is a dropped call E Everyone blic een leer Edit Answer j Which phones are available for Global Engli Brenden 07 05 2006 SI 14 Wireless US Everyone ic Foster 03 07PM EdtAnswer z 11 i How do replace the batteries Eng Everyone ic Brenden eee Edit Answer f iaid E SEA n _ US F
106. visibility of file attach ments on the end user interface refer to Viewing attachment properties on page 130 Tip The Content tab contains a paper clip icon when there is a file attached to the file attach ment answer 9 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 To associate products and categories to an answer 1 Right click the answer on the content pane and select Edit 2 Click the Products Categories tab Chapter 3 Adding tasks 121 Path Right Click Answer gt Edit gt Products Categories J Conten Products Categoies Tasks 0 Details Attachments AuditLog Relationships L Product amp C Mobile Phones U Category S O General o ices J Account and Biling T Replacement Repair Coverage J Long Distance Manage My Account Online Figure 51 Answer Products Categories Tab 3 Select products and categories to associate with the answer By default when a product or category is selected all levels below are selected If product linking is enabled when you select a product only categories linked to that product are available for selection For information on product linking refer to the RightNow 8 2 S
107. work space The majority of incidents will be assigned to you or pulled into your inbox You can also man ually add an incident in RightNow Service For information refer to Adding incidents on page 68 When incidents are assigned to you some of the information in the record will be 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 however the Fill Inbox button is not available on the Incidents tab toolbar of other records such as contacts and organizations 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 Note 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
108. you take control of the customet s web browser to show rather than tell Note Your RightNow administrator must enable collaboration before you can collaborate with a customer Collaboration is not a desktop sharing application rather it is a web browser sharing application You can engage in only one collaboration session at a time Important When using collaboration customers will automatically download and use the Java client instead of the thin client Chapter 4 Collaborating with a customer 209 Collaboration will help eliminate the confusion that can arise when giving instructions to cus tomers through dialog or text Collaboration is effective for assisting customers in filling out forms or completing a sale As a security measure you should collaborate only on sites within your respective domains To collaborate with a customer 1 In the URL text box enter the collaboration URL A configuration setting controls the default URL that is pushed to the customer when you do not specify a URL before initiating a collaboration session In addition URLs can be selected from the URLs tab on the agent applet providing a fast way to send URLs to cus tomers to start collaborating See To push a standard URL on page 199 Click the Collaborate button to initiate a collaboration session Once initiated the web site specified in the URL text box will open on your computer and the customet s
109. your lists Double clicking any incidents report displays the report on the content pane Figure 1 is an example of the My Inbox incidents report Note For information about working with reports including the search filters that may appear when you double click a report refer to the RightNow 8 2 Analytics Manual Chapter 2 Incidents reports 17 Path Incidents gt Double Click My Inbox FA oa site aia New View Go Preferences Admin Community Help Q My Inbox ox Home Report Display Data OHZOXESAD AIAR Home Home Items gt Notifications Incident QQ My Inbox default Q My Incidents New Edit Copy Delete Print Forward Assign Propose Search Refresh Reset cc Record Data Set S Answers Default Subject Date Due Status Customize List Caller ID is not working properly 02 06 2007 03 41 PM Unresolved Duna z Can I pay my bill through your web site 02 06 2007 03 15 PM Unresolved Checking remaining minutes 02 06 2007 03 12 PM Unresolved How can I find out my account balance 02 06 2007 04 21 PM Unresolved How do I add a Family member to my plan 02 06 2007 03 14 PM Unresolved Need a case replacement 02 06 2007 03 44 PM Unresolved Problems dialing out 02 06 2007 03 42 PM Unresolved Search Customize List Analytics Logged in as Faith Carson 7 Records Rontine Figure 1 My Inbox Report The
110. 00 V200 or V300 cellphone 19 Everyone Public Action 24 How do rollover the remaining minutes from one month to the other 3 Everyone Public Action RecordsFound 2 Make Parent Answer Private Close Figure 75 Smart Merge Search Results 5 Click Action next to each answer you want to merge and select from the merge options described in Table 41 Table 41 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 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 Merge and Make Private Select this option to merge the answer and set the status to Private A warning will prompt you to verify the action RIGHT NOW TECHNOLOGIES 158 Answers Table 41 Merge Answer Options Continued Option Description Show Select this option to view 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 Pat
111. 1 RightNow Live Default Queue 1 0 0 0 00 100 0 0 07 0 00 0 00 0 0 12 35 00 Ph Queue 2 0 0 0 0 0 00 0 0 0 00 0 00 0 00 0 0 12 35 00 Ph DETE a a a n nm nng nm nm nm a a User Archie Leach 12 35 PM Figure 117 Collaboration Control Button Activated Chapter 4 Collaborating with a customer 211 3 To allow the customer to control the collaboration site when you have control click the bottom portion of the collaboration control button marked U After clicking the collabo ration control button marked U any mouse movement by the customer will move the pointer within your web browser window tion of the collaboration control button marked A 5 Path Chat Home gt Collaboration Conttol gt Close amp Communications Center Chat PPBAD AX Powered by RIGHT Tony Active idie Average Average Chats Last re AF Q Agent Sessions Sessions Handle Response Per Hour Update Aa ao D w gt J rchie Leach 1 o 000 023 0 12 39 13 PM User Information Wait Time First Name Last Name Burnett Email Address tburnett bigooulier com Operating System Windows 2000 Browser Internet Explorer 6 0 en_US Tony listening Duration 5 47 Archie Leach me Y s Tony m Tam Tony l m trying to order a new phone but the form keeps saying my credit card number is inval
112. 1 26 2007 12 07 PM Staff SmartSense SSRIL 3 3 Agent Andy Larson SSR 2 User SSR 1 00 00 00 Hi my name is Andy How may I help you 00 00 19 John Is your anytime unlimited phone plan stil in effect 00 00 31 Andy Yes itis I l send you some information shortly 00 00 37 John Thanks for your help 44 Andy No problem have a great day 00 00 47 John disconnected 00 00 51 Andy disconnected Figure 120 Incident Created from a Chat Session The Subject field populates with Chat Session and the complete chat transcript is inserted as a response thread The party that ended the chat session first customer or agent is also identified in the response thread You can edit this incident in the same manner as any other incident including changing the incident subject Refer to Working with incidents on page 26 for the options avail able when editing an incident Note Ifthe chat session included an internal chat such as during a transfer or conference request the text of the internal chat is inserted as a note thread in the incident Also if the customer used the thin client HTML is not stored in the incident for security purposes 3 Click the Save and Close button to save the chat session as an incident RIGHT NOW TECHNOLOGIES 214 RightNow Live Chapter 4 215 5 End User Interface The end user interface consists of all the pages in RightNow
113. 1996 Novell Inc 1987 1996 2002 Sun Microsystems Inc 1990 Tektronix Inc 1985 1998 The Open Group 2000 2001 Nokia Home Communications 2000 VA Linux Systems Inc 1990 1991 Tektronix Inc 1987 1988 1989 1990 by Digital Equipment Corporation Maynard 1998 1989 by Hewlett Packard Company Palo Alto California 1990 1991 Network Computing Devices 1993 by Sun Microsystems Inc Mountain View CA 1988 by Wyse Technology Inc San Jose CA 1991 International Business Machines Corp 1989 1994 Adobe Systems Incorporated 1993 Silicon Graphics Inc 1987 1993 Digital Equipment Corporation 2001 Andy Ritger aritger nvidia com 1999 2000 by Eric Sunshine 1994 1995 1996 1997 1998 1999 Theodore Ts o 2001 2004 Thomas Winischhofer 1999 Lennart Augustsson 1999 Chris Costello 1995 1999 Theo de Raadt 2001 2002 Damien Miller 1994 Paul Vojta 1993 The Regents of the University of California 1993 1994 Christopher G Demetriou 2003 The NetBSD Foundation Inc 1998 X TrueType Server Project 2003 After X TT Project 1998 Takuya SHIOZAKI 1998 1999 Shunsuke Akiyama 1998 1999 Pablo Saratxaga 1998 Go Watanabe 2001 Roger So 1998 1999 Chen Xiangyang 1997 Jyunji Takagi 1998 Kazushi Jam Marukawa 1999 Mutsumi ISHIKAWA 1999 Nozomi YTOW 1998 Todd C Miller 1999 2001 National Semiconductor Corporation 1996
114. 27 Answers Default Report 93 Answers Found window 44 to incidents 57 atchived incidents accessing 296 field descriptions 297 ovetview 295 printing 301 Search window field descriptions 299 searching 298 tab set 300 toolbar 297 viewing 300 C categories associating with answers 120 controlling answer visibility 84 Cell Properties window field descriptions 147 chat see RightNow Live Chat Home see RightNow Live RIGHT NOW TECHNOLOGIES 368 chatting with customers in RightNow Live 190 clients RightNow Live Java 184 overview 184 thin 186 collaboration RightNow Live 208 complex expression search technique 43 243 computed score for answers end user interface 237 conditional sections answers controlling visibility 84 editing 153 inserting in 152 overview 151 conferencing other agents into chats 205 contacts adding on accessibility interface 317 to incidents 47 end user interface 225 printing accessibility interface 322 RightNow Wireless creating 284 secondary 47 SLAs applying 29 Contacts tab 47 Content tab answers 99 contracts end user interface 272 cookie functionality end user interface 227 copying answers 166 Create a New Account page 225 customer accounts creating end user interface 225 RightNow Wireless 284 customer entries adding to incidents 38 customer interface accessing in RightNow Wireless 277 Ask a Question RightNow Wireless 281 feedback RightNow Wireless 281
115. 333 As a single rating the SmartSense rating may be an oversimplification If a customer writes both positive and negative remarks in an incident for example is pleased with the product but expresses anger or frustration about a support issue the emotive rating may result in a neutral value since the extreme words will balance each other Despite these potential diffi culties SmartSense gives a useful overall estimate of emotional levels and can help you pro vide superior service to your customers Note While the SmartSense word list is proprietary and cannot be viewed your RightNow administrator can specify word ratings that extend or override those used by SmartSense This allows custom values for words that have specific meanings for a particular organization or industry Your RightNow administrator can also disable SmartSense If disabled the SmartSense evalu ations are not performed the ratings are not displayed on the incident workspace or during chat sessions and the emotive rating options are not available when choosing conditions for business rules RIGHT NOW TECHNOLOGIES 334 SmartSense Emotive Rating Appendix A RightNow Glossary Absolute time An exact date and time defined in an escalation action for business rules or a com patison 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 c
116. 6 29 2007 07 53AM Suggestion ummary How do change my address Question Interface global Answer To change your address simply log onto the Global Wireless Customer area Enter your wireless phone number and password to access your account Click My Profile to change your personal information including your address Customer Entry By Phone Qa Faith Carson 06 29 2007 07 53 AM Figure 11 Inserting Text from a SmartAssistant Answet 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 column on the right Path Action gt Add As Link Messages _Contacts Detais Time Billed 0 Tasks 0 Organization Session 0 Attachments AuditLoa C Send On Save 4 Smart Assistant QL Search Knowledgebase Standard Text A lAdd View All Undock Sort Date Ascending a Response Edit Delete Answer Title How do change my address Answer Link http qlobal 82 bab ga lan cqi bin global cfa php enduser std_adp php p fagid 1 amp p_created 1128020129 i Customer Entry By Phone R Edit Delete F How do change the billing address for my cell phone Figure 12 Inserting a Link to a SmartAssistant Answer 4 To print the suggested answer click Print in the Action column The Print Dialog window opens displaying the answer as it appears on the end use
117. 8 promotions continued Offer Advisor rank 288 selecting for customer presentation 291 Promotions Found Offer Advisor window 288 Propose Incident for Answer window 74 proposing answers from incidents 73 Provide Answer Feedback page 237 Provide Feedback on this Site page 275 publishing defining a process for answers 80 Pull Next Chat button 181 pulling chats from the wait queue 180 Q questions end user interface status change after customer update 266 submitting 257 updating 265 viewing preliminary responses 259 viewing previously submitted 263 RightNow Wireless submitting 281 updating 283 queues incidents drop down menu 35 re queuing 77 Quick Answer window accessibility interface 312 Quick Search incidents 27 Quick Text window accessibility interface 311 R rank Offer Advisor promotions 288 suggestions 289 reassigning incidents 77 recipients incident responses 64 record tabs answers 98 373 record tabs continued incidents 21 related answers accessing from the Answer page 238 Relationships tab answers 100 re queuing incidents 77 Response Options window accessibility interface 312 responses adding to incidents 38 attaching files 66 encrypting 66 313 in Offer Advisor 292 inserting SmartAssistant suggested answers 39 standard text 45 searching for answers 41 sending 63 Responses tab RightNow Live 176 197 restricted functions end user interface 223 224 reviewing answers 90 defining a
118. Assistant suggested answer when responding to a customet s question For the procedure to ask SmartAssistant for suggestions when working on incidents refer to Adding SmartAssistant suggested answers on page 39 Explicit ratings Explicit ratings are gathered from the response to the question How well did this answer your question which is displayed at the bottom of the Answer page See Figure 132 on page 232 For information on this feature refer to How Well Did This Answer Your Question on page 236 Over time an unused answer s solved count gradually declines or ages 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 an answer s solved count reaches zero Viewing related answers The Related Answers feature is a subset of SmartAssistant that displays a list of answers that can assist customers in finding answers This feature can also help reduce the number of questions submitted to your support staff By default the Related Answers feature is enabled however before any related answers links appear on the bottom of the Answer page your site must have enough relatedness informa tion which is generated through the general use of your site and through an auto linking fea ture Tip Related answers are displayed on the bottom of the Answer page under the Users Who Viewed This Answer Have Also Viewed s
119. 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 Important You can also attach as many files as needed to associate with an answer or the answet s sib lings File attachments will appear as clickable links on the end user interface when a cus tomer views an answer They can also be indexed as searchable text You can choose whether each document is indexed when managing your file attachments For a list of indexable file types refer to the RightNow 8 2 Service Administrator Manual File attachments differ from file attachment answers in that they appear as an attachment within an answer whereas file attachment answers appear as clickable attachments on the Find Answers page Note The Attachments tab contains a paper clip icon when a file is attached to the answer Chapter 3 Attaching files to answers 127 Attachments tab toolbar The Attachments tab contains a toolbar for working with attachments associated with an answer Table 23
120. HTML and XHTML grammar data is 1997 2007 W3C Mozilla Root SSL Certificates Secure data transfer is Mozilla Timer java timing routines is 2000 The Apache Software Foundation YUI Ajax Library javascript and xml routines is 2006 Yahoo Inc GIFDECOD gtaphics image routines is 1990 1991 1993 David Koblas Mersenne Twister MT19937 random number generator is 1997 2002 Makoto Matsumoto and Takuji Nishimura WindowsHook NET utility routines is 2002 Dino Esposito amp erms rma project CRC32 NET data encoding is 2003 Thoraxcentrum Erasmus MC zip compression NET data compression is 2004 2005 DevelopDotNet Alberto Ferrazzoli PropertiesBag NET utility routines is 2002 Tony Allowatt RichTextBox Extensions NET utility routines is 2003 2007 Pete Vidler FontConfig font RIGHT NOW TECHNOLOGIES utilities is 2001 2003 Keith Packard Xrender render graphics rendering is 2001 2003 Keith Packard FreeType fonts is 1996 2002 by David Turner Robert Wilhelm and Werner Lemberg LibJPEG graphics library is 1991 1998 Thomas G Lane and the Independent JPEG Group GIFLIB graphics library is 1997 Eric S Raymond LibXML XML Parser is 1998 2003 Daniel Veillard glib ethread gmodule utilities is 2001 2008 The Mono Project and Contributors gdiplus graphics utiliti
121. ID Summary Action 22 How do I report and disconnect a lost or stolen cell phone Ig Edit J t 4 Learned Links Edit Print Assign L Preview g Promote so Block Unblack J Options Answer ID Summary Blocked Action 9 Can you please send me information about calling plans No Edit 13 What is a dropped call No Edt Figure 80 Editing a Related Answer 3 Click Edit next to the answer you want to edit The related answer will open in a new win dow 4 Make the appropriate 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 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 categories and custom fields This feature saves you time when you want to make the same change to multiple answers For example you might want to change the status of several answers to Public Chapter 3 To edit multiple answers Editing answers and related answers 163 1 Press Ctrl while selecting each answer on the content pane that you want to update Path Ctrl Select Answers 5 Answers Default Home Report Display Data li K amp ae Qe New Edit Delete Print Assign Preview Search Refresh Reset Record Data Set
122. Knowledgebase Standard Text A Undock View All y Sort Date Descending Figure 2 Standard Incident 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 incidents whether it is the standard workspace or a customized work space This chapter uses the standard workspace to describe how you work with incidents 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 Chapter 2 Toolbar Toolbar 19 Table 1 describes the toolbar buttons on the standard incident workspace Table 1 Incident Toolbar Description Button Description 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 Click this button to save the incident you are working on The inci dent remains open Note When you save an incident it is evaluated by the rules engine If your RightNow administrator added incident rules and the incident matches one or more of those rules it is possible that the incident will be modified by rule actions when you save it For example a rule can change an incident s disposition or add sug gested
123. L link Refer to Adding SmartAssistant suggested answers on page 39 ex Search Knowledgebase Click this button to search for answers to help you respond to the customer Refer to Searching the knowledge base on page 41 for information Standard Text Click this button to select and insert a predefined piece of informa tion into the response for example you might select a greeting closing or response to a common question Refer to Inserting standard text on page 45 Click this button and select a font size for the information in the 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 dow For information about docking windows and using work groups refer to the RightNow 8 2 User Manual Click this button and select one of the following options before typing text in the field Customer Entry Select this option to enter information on behalf of the customer for example select Customer Entry when the customer s question occurs during a phone call Response Select this option to type your response to the customer s question Private Note Select this option to type text that you want to be viewed only by other staff members customers cannot view this information View Click this drop down menu to select a view option The
124. LA 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 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 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 To apply an SLA instance to a contact or organization 1 Right click the incident on the content pane and select Edit gt Contact or Edit gt Organiza tion RIGHT NOW TECHNOLOGIES 30 Incidents 2 Click Add if no SLAs have been applied to the customer or Edit in the SLA field
125. Live Default Queue 2 1 1 0 0 00 100 0 0 07 0 00 0 00 0 0 12 08 00 Ph Queue 2 1 0 0 0 0 00 0 0 0 00 0 00 0 00 0 0 12 08 00 Ph Muene 3 1 n n n ANN ANA ANN Ann Ann fn n User Dani Lion 12 08 PM Figure 113 Conferencing Another Agent into Your Chat Session 3 Once you send the message to the selected agent the agent clicks the Conference button to conference into the chat They can decline the conference request Chapter 4 Conferencing another agent into your chat 207 Path Chat Home gt Conference gt Click Agent s Name amp Communications Center Chat PIBQAYD AX Idle Sessions Poweredby RIGHT Average Chats Response Per Hour Last Update 0 00 0 12 10 30 PM 0 0 00 O 12 10 01 PM Responses URLa Phone Service Plans Voicemail Access Dani Lion kakai ad Conference Request Dani Lion listening User Information First Name Tony Last Name Burnett Email Address tburnett bigcoulier com Operating System Windows 2000 Browser Intenet Explorer 6 0 en_US Duration 0 40 Hi my name is Dani How may help you Tony bought a phone from a third party and want to know if the warranty will transfer E Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Enter gt amp
126. M User Queue Wait Time Responses yris Shortcut amp Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Queue Online Sessions Chatting Waiting Wait RightNow Live Default Queue 1 2 0 o 0 00 Serice Level lt 20 Sec Wait 00 Average Average Wait Response 0 00 0 00 Average Handie 0 00 Calls Handled 0 Calls Last Abandoned Update 0 Entire System 1 1 0 0 0 00 oor 0 00 0 00 0 00 0 0 Figure 89 Pull Next Chat Button lt Important If the Idle Sessions column is set to zero you are required to pull all incoming chats by click ing the Pull Next Chat button If the Idle Sessions column is set to 1 and you are not engaged in any chats an incoming chat will automatically open for you If you are already engaged in a chat the incoming chat will not automatically open until you disconnect from the current chat session Monitoring other agents chats Tip If your profile includes monitor permissions you can view other agents active chat sessions and assist them as necessary When you monitor a chat session you can find suggested answers for the chat session based on the chat dialog and send messages to the agent being monitored And before you monitor a session you can view the customer s SmartSense rat ing This can help you gaug
127. ME certificate select the Sign Email check box Note The Sign Email check box is disabled if the RightNow Service mailbox does not have a certificate that allows sending encrypted email e To encrypt your response to the contact click the Do Not Encrypt drop down menu and select Encrypt When Possible or Encrypt Always Note Selecting Encrypt Always for a contact that does not have a certificate to receive encrypted email results in a warning message when you select Save you must then change either the email address of the contact or the encryption option f Click Save or press Alt s then Enter to close the Response Options window 7 Continue to scroll down to add edit or view additional incident information Or Click Incident Information or press Alt 2 then Enter at the top of the window RIGHT NOW TECHNOLOGIES 314 Accessibility Interface Path Incident Information GS New Incident global__82__bab Incident Information Reference Number 070710 000001 Additional Information Status Solved g Assigned Service Faith Carson Add Product Add Category Add Disposition Queue i Back to Top Incident Contact Information Primary Contact Information Name Email Add Contact Organization Name Back to Top Incident Details Interface global v Language English US Mailbox support__upgrade__upgrade__upgrade__upgr gt File Atta
128. NOLOGIES 184 RightNow Live Client overview Two customer clients are available in RightNow Live the Java client and the thin client The client that is used depends on how your RightNow administrator has configured RightNow Live and the web browser used by customers This section describes each client Java client The Java client is the default Java applet interface for RightNow Live The Java client must be used when RightNow Live collaboration is enabled or when a customer requests to chat from a web browser other than Internet Explorer The Java client is larger than the thin client and requires that the Java plug in be installed on the customer s computer The following sequence of events explains what customers will see when submitting a chat request using the Java client 1 From the Live Assistance page the customer clicks the Submit Request button For infor mation on the Live Assistance page refer to Live Assistance on page 260 2 The Java client opens on the customer s computer and begins to search for an available agent Jaiz Please Wait this may take a few moments Enter search text here and click Search to search for answers while waiting The customer can search for answers Search in the knowledge base while waiting for an agent Cancel Figure 91 Java Client Searching for Agent Tip Ifall agents are busy the customer will be placed in the wait queue and a number will d
129. Note Depending on how your RightNow administrator configured your system the inci dent status may change to Solved when you save the incident The incident assign ment may also change to your name if the incident was previously assigned to another staff member RIGHT NOW TECHNOLOGIES 66 Incidents To sign and encrypt an incident response Note You cannot select the Sign check box under the S MIME heading 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 certificate that allows receiving encrypted email If you select Encrypt Always you can select only addresses that have certificates associated with them 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 Select the Sign check box 4 To encrypt your response to the contact click the Do Not Encrypt drop down menu and select Encrypt When Possible or Encrypt Always 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 Path Click Slider Bar gt Attach Attachments x Incident Files Follow up doc Updated information doc Response Files 4 Add Files
130. Rating answers through Solved Count 87 An answet s score value is a calculated value equal to the answer s solved count combined with any fix at positions specified for the 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 125 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 answers teceive a smaller increase in 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 at the bot tom of the Answer page on the end user interface 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
131. Right click the incident on the content pane and select Edit gt Incident Path Right Click Incident gt Edit gt Incident Subject Reference Status Assigned Disposition 070413 000004 Contact John McCallister e Caller ID is not working properly Unresolved z Organization Name Latisan 4 Service Product Faith Carson gt No Value No Value 4 No Value gt Category Figure 7 Editing Key Incident Fields 2 Enter field information described in Table 4 Table 4 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 incident s 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 For information refer to Understanding incident statuses on page 28 Chapter 2 Editing incident fields 33 Table 4 Incident Fields Description Continued Field Description Assigned Click this drop down menu and select a staff me
132. RightNow 8 2 Service User Manual August 15 2007 TECHNOLOGIES Documentation This documentation is 1998 2007 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 2007 RightNow Technologies Inc The software may be covered by one or more 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 United 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 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 Contents Chapter 1 Introduction 0 cee eee About this manual 0 ccc eee ees Documentation conventions 0 0 0 0 eee e
133. Save L Save and Close 4 ow F Spell check t Expand Qinfo Orel f gt Summary I Status Private S Language English Us vi Assigned Administration y Access Level Everyone FE Administrator __ z Content _Products Categories Tasks 0 Details Attachments AuditLog Relationships Keywords Notes Answer Type HTML URL File Attachment Question Answer Quick Preview 2 084 4 aa oaz Normal D Times New Roman E SEE EEEE DADB 7 2 A 2 Toolbox ue ab Insert Answer Link Conditional Section pel Search e KnowledgeBase P Smart Merge HTML Hyperlink Bel Image Design J Source the answer Or Figure 45 HTML Answer in Design Mode Use the HTML editor to add the question portion of the answer 113 Type a one line summary in the Summary text box This field will display as the subject of Click the Answer tab and use the HTML editor to create the answer content Functions available on the HTML editor include Cut copy e Search for and paste text Change font style size and attributes bold italic underline e Format text in bulleted or numbered lists e Adjust indentation Center left justify or right justify text and images on the page Apply specialized formatting including super and subscripts and strike through e View HTML sou
134. Service that your customers can access Each page contains unique features and options that can help customers find answers to their questions As an agent you can assist customers more effectively when you have become familiar with the functionality of your organization s end user interface In this chapter Accessing the end user interface Contains the procedure for accessing the end user interface Also included is an overview of some of the configuration options Refer to page 2106 Support Home page Contains a description of the Support Home page the entry into the end user interface Also included is a description of the tabs that appear once customers click a link on the Support Home page and the procedure to activate accessible links Refer to page 220 Security and login Describes the functions customers can access when they have a customer account Also included is a description of the Support Login page and how customers create a cus tomer account Refer to page 223 Find Answers Describes the Find Answers page and all features associated with this component of the end user interface Refer to page 228 e Searching the knowledge base Describes the search techniques in RightNow Service includ ing which options are configurable and how each search technique and feature works Refer to page 241 Ask a Question Describes the Ask a Question component including information about who can submit questions and
135. To delete multiple incidents ACaution Any incidents you delete are permanently removed from the knowledge base 1 Press Ctrl while selecting each incident on the content pane that you want to delete 2 Click the Delete button on the report ribbon 3 Click the Yes button in response to the confirmation message Re queuing and reassigning incidents You might need to manually move incidents from your inbox back into a queue or assign them to another staff member The following situations commonly require you to move inci dents your manager may have other guidelines as well You log out for the day To avoid having unresolved incidents sitting in your inbox when you leave for the day you might want to place them back in a queue or assign them to another staff member e You are assigned an incident you should not have received When an incident is incorrectly assigned you or your manager can move it to the correct queue or assign it to another agent or group To re queue or reassign an incident 1 Right click the incident on the content pane and select Edit gt Incident 2 Click the Details tab 3 Click the Queue drop down menu and select the appropriate queue RIGHT NOW TECHNOLOGIES 78 Incidents Or Click the Assigned drop down menu and select the appropriate group or staff member 4 Click the Save and Close button to re queue or reassign the incident The incident is moved from your inbox to the selected queue o
136. To log in to My Stuff Refer to My Stuff on page 282 e Create a New Account To create an account Refer to Creating an account on page 284 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 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 Chapter 5 Finding answers 279 Path Find Answers gt Select Find Answers Global Search Type 1 GERM 2 Category Hierarch 3 Keyword Home _Select Options Figure 169 Selecting a Search Type Then customers select a product or category to display a list of related answers Path Find Answers gt Select gt Product Hierarchy gt Select Answers List Global Answers List 1 BERRIES RCS ee 2 How do report and 3 Am charged airtime 4 How do enable hand 5 Why is my phone disc S
137. Working on the Support Console 311 2 Enter field information described in Table 61 Table 61 Incident Messages Fields Description Field Description Subject If the customer originated the incident this field contains the cus tomer s summary of the question If you need to change it or if you are adding an incident type a subject in the field Customer Entry If the customer originated the incident this field contains the cus tomer s question If you are adding an incident type the customet s question in this field Channel Click this drop down menu and select the channel for the cus tomer entry The default selection is By Phone and the other options include No Channel By Fax and By Post Response Type your response to the customer in this field Note Type text in this field to add information you want to provide only to other staff members The information in this field cannot be seen by customers Channel Click this drop down menu and select the channel for the note The default selection is No Channel and the other options include By Phone By Fax and By Post 3 To add standard text to your response click Quick Text or press Altt k then Enter The Quick Text window opens Path Quick Text MouickTet MER Text ID Append Cancel Figure 196 Adding Standard Text to a Response a Type the Text ID for the standard text you want to add b Click Appe
138. X Poueredby RiSt Tony ae m as senin Aarah araa pereur upie 2 OPS ale 0 1 54 0 00 2 10 54 07 AM User Information First Name Tony listening Last Name Burnett Email Address tbumett bigcoulier com Operating System Windows 2000 CAA Browser Internet Explorer 6 0 en_US Duration 3 57 Archie Leach my Y sm Tony m om URLs tab Archie Leach Hi my name is Archie Leach How may help you Tony Hi Can you tell me where to find information about your different plans Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Enter gt A ua Real time System Stats Cumulative System Stats Last30 minutes updated every minute Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Default Queue 1 0 1 0 0 00 100 0 0 07 0 00 1 54 A 0 10 54 00 AM Queue 2 0 0 0 0 0 00 0 0 0 00 0 00 0 00 0 0 10 54 00 AM Queue 3 0 0 0 0 0 00 00 0 00 0 00 0 00 0 0 10 54 00 AM Entire System 1 0 1 0 0 00 100 0 0 07 0 00 1 54 1 0 10 54 00 AM User Archie Leach 10 54 AM 4 Figure 105 URLs Tab 2 Double click the URL you want to push to the customert s screen You can edit the URL or send it as is Or Type a shortcut ID in the Shortcut field and click the arrow or press Enter
139. a tus that indicates a transactional mailing or transac tional survey encountered an error and has been temporarily suspended 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 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 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 tule RIGHT NOW TECHNOLOGIES 362 Task An action or 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 T
140. a call that s unexpectedly disconnected It usually means you ve traveled to the outer Date Created limits of your service or that your battery is low 09 29 2005 01 24 PM Notify Me by Email if this Answer is Updated Last Updated 09 29 2005 01 44 PM n How well did this answer your question A Level 7 Ene 100 C75 C50 C25 Cou SubmitRating Previously Viewed Answers Am I charged airtime when check my voicemail from my wireless phone What s the difference between Peak and Off Peak time Figure 137 Answer Page with Links to Previously Viewed Answers Chapter 5 Searching the knowledge base 241 Searching the knowledge base RightNow has four search techniques for searching for answers Phrases Similar Phrases Exact Search and Complex Expression Each search technique is an option in the Search By drop down menu on the Find Answers page Figure 124 on page 221 Customers can choose which search technique to use based on their specific requirements The following section provides background information for effectively using each technique and some basic search functionality available in RightNow Service Tip Your customers can access help about searching the knowledge base by clicking the Search Tips link on the Find Answers page Search basics All search techniques search against a list of words and phrases that is indexed from each answer in RightNow Service The list of indexed words and phra
141. able contracts on the end user interface for this option to be available Chapter 5 Contracts 273 Path Support Home gt My Stuff gt Login gt Contracts Z My Contracts Microsoft Internet Explorer E 5 x r my f m Support Home Answers Ask a Question ELAT Logout Help C overien _ are Change Password Logged in as Maria Lopard Service Contracts Name Status Total Incidents Remaining Incidents Access Levels p Gold Active 9 9 01 01 2007 01 03 2007 E Done CETT O Trusted sites ZA Figure 163 My Contracts Page Refer to Table 54 for a description of the fields on the My Contracts page Table 54 My Contracts Page Description Field Description Name This field displays the contract name This is the name of the SLA defined by your RightNow administrator Status This field displays the status of the contract Default statuses are Active and Inactive Active A contract in Active status falls within the activation and expiration dates of the contract Incident submittal is tracked and recorded for contracts with an Active status Inactive A contract in Inactive status falls prior to the contract activation date The contract will become active on the activation date Total Incidents This field displays the total number of incidents that can be sub mitted based on the entitlements defined in the contract Remaining Incidents This fields di
142. abled until after you have saved an inci dent you are adding 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 8 2 User Manual Expand Click this button to toggle between displaying incident information on record tabs as it is on the standard incident workspace or on a scrolling view where all information is on a single screen O 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 the 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 Click this button to view online help for working with incidents 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 e Reference e Status e Assigned e Disposition Chapter 2 Incident record tabs 21 Contact e Organization Name e Product Category 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 lab
143. ad 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 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 survey 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 A session ends when one of the following occurs A customer responds with a 100 rating to the ques tion How well did this answer your question on the Answer page the customer submits a question the customer exits RightNow Service or one hour passes Session tracking A feature that tracks a cus tomer s current session
144. ail address Alternate Email 2 Specifies the second alternate email address Chapter 5 Profile 271 Table 53 Edit My Profile Page Description Continued Field Button Description Product Category This section contains the product and category lists so customers Notification can be notified any time an answer in the product or category is updated Note This functionality must be enabled by your RightNow administrator Customers click this button to add the product and or additional levels of a product selected from the drop down menu to their answer notification Whenever an answer for that product or other levels of that product is added or updated customers receive an answer notification Product These drop down menus contain the products and additional lev els of products Customers click this button to add the category and or additional levels of a category selected from the drop down menu to their answer notification Whenever an answer for that category or other levels of that category is added or updated customers receive an answer notification Category These drop down menus contain the categories and additional lev els of categories List box This box lists the current product or category notifications and their expiration dates Customers click this button to renew a product or category notifi cation Delete Customers click this button to delete a produc
145. 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 select 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 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 Chapter 3 Inserting tables 147 Path Right Click Answer gt Edit gt Right Click Table Cell gt Cell Properties Cell Properties x Border Properties Border g Border Color insane Layout Width Pixels Percent Horizontal Alignment v Vertical Alignment v Background Cor C v Word Wrap Figure 68 Cell Properties Window a Enter field informa
146. ally Related Answers section 137 Siblings Answers section 135 RightNow Live agent section 173 chat section 179 Tasks tab answers 122 topic clusters browse search 250 topic words end user interface 245 transferring chats to other agents 203 troubleshooting answer visibility 85 U Unresolved incident status 28 Update My Questions page 266 Updated incident status 28 URL answers adding 116 URLs end user interface 216 RightNow Wireless 277 RIGHT NOW TECHNOLOGIES 376 URLs tab RightNow Live 176 199 user ID and password end user interface 224 user wait queue 176 V variables inserting in answers 165 View Question page 265 visibility answers answer access levels 84 answer statuses 83 conditional sections 84 language 84 products and categories 84 troubleshooting 85 controlling in answers 83 W Waiting incident status 28 Web Indexer search and sort options 254 searching overview 253 wildcards complex expression searching 243 word stemming searching 241 Certain components of the software that are provided under license from RightNow belong to third parties that have authorized RightNow to sub license the components Apache Projects webservers and associated utilities and sub projects Copyright 2000 2007 The Apache Software Foundation Sendmail sending email header files is 1983 to Eric P Allman and 1983 1993 to the Regents of the University of California Mime pph l
147. and logged in the My Stuff page opens Customers need to log in only once per session that is after logging in to My Stuff customers do not need to log in a second time to ask a question In addition if customers have their web browser s cookie functionality turned on they do not have to log in again when the session ID changes such as when they close their web browser or access a different web site Customers can click the Logout tab to securely log out of their current session If the cookie functionality is turned off customers are required to log in whenever the session ID changes Additionally once a session has expired bookmarks to any answers with status or answer access level changes are accessible to only those customers with the appropriate visibility privileges The remainder of this chapter describes the options available to all customers from the Support Home page beginning with the Find Answers page RIGHT NOW TECHNOLOGIES 228 End User Interface Find Answers As the first level of your customer support the Find Answers component provides customers with immediate answers to their questions and can significantly reduce the number of inci dents submitted to your support staff When customers click the Find Answers link on the Support Home page or the Answers tab on another end user page a list of the most fre quently viewed answers in your knowledge base is displayed Path Support Home gt Find Answers
148. and tune the knowledge base content Refer to Evaluating answers using service analytics on page 91 RIGHT NOW TECHNOLOGIES 90 Answers Evaluating customer feedback RightNow Service allows your customers to provide feedback on answers that do not com pletely solve their issues by answering the 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 is automatically created Note In some instances customer feedback can be incorporated directly into an existing answer in other cases new answers may need to be created Reviewing answers Tip Tip Over time the content of your answers can become outdated Consequently reviewing the answers 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 every six months or review answers in conjunction with new product releases or 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 stage
149. another agent in your chat session to help you solve a customer s problem To conference another agent into your chat 1 At any time during a chat session click the Conference button to display a list of available agents 2 Click the agent s name to open an internal chat RIGHT NOW TECHNOLOGIES 206 RightNow Live Path Chat Home gt Conference amp Communications Center Chat eo PIPBQD AX Tony have gale Marans aea Ce ui OO OS o gt O 1 0 0 00 0 00 O 12 07 29 PM User inform CELE 0 1 000 000 O 12 07 32 PM I First Name Tony listening Last Name Burnett Email Address tbumett bigcoulier com Operating System Windows 2000 Browser Internet Explorer 6 0 en_US Duration 1 37 Dani Lion me om Tony m Y sm Dani Lion Hi my name is Dani How may I help you Tony bought a phone from a third party and want to know if the warranty will transfer Responses URLa Phone Service Plans Voicemail Access Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Enter gt Realtime System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level aE Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wai Response Handle Handled Abandoned Update RightNow
150. answer Refer to Inserting answer links on page 148 e Merge similar answers Refer to Merging answers on page 154 Insert a hyperlink Refer to Inserting hyperlinks on page 140 Insert an image Refer to Inserting images on page 142 e Insert a table Refer to Inserting tables on page 143 e Manage anchors Refer to Managing anchors on page 149 Products Categories The following actions can be performed on the Products Catego ties tab e Select products to associate with an answer e Select categories to associate with an answer For information on associating products and categories with an answer refer to Associating products and categories on page 120 RIGHT NOW TECHNOLOGIES 100 Answers Table 16 Answer Record Tabs Description Continued Tab Description Tasks The following actions can be performed on the Tasks tab e Add new tasks or assign existing tasks to the answer Edit 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 121 Note The number of tasks assigned to the answer display between the parentheses on the Tasks tab Details The following actions can be performed on the Details tab e Fill in answer details including Display Position Review On Notify Subscribers Publish On and any answer reports assigned
151. answer workspace 95 Path New gt Answer New Answer ex T New lal Save L Save and Close F Spell Check 3 Expand Qinfo Help F Summary I Status Private S Language Engishus ME Assigned Administration y Access Level Everyone MJE L Administrator Ld eel Content _Products Categories Tasks 0 Details Attachments AuditLog Relationships T Keywords Notes Answer Type HTML URL File Attachment Question Answer Quick Preview 24 4 m I Times New Roman Toolbox ue Normal ab Insert Answer Link E Conditional Section i Search bs cnowledgeBase M Smart Merge HTML Hyperlink Bel Image Design Source Figure 40 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 This chapter uses the standard workspace 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 Toolbar Consists of buttons for taking actio
152. answers l nuunuu ru eee eee 165 GOpyInd ANS WETS E ope ihe Sarees E E E a aaNet dente Raed ol 166 Deleting answers scssiccgisin tee ae Eales blend den ofa wes a E i 166 PHN answers aces cia ited ye ee te hee ee a ae a eee ee 167 Previewing Answers e teorian tis eaa eee e eee ees 168 Chapter 4 RightNow Liveni cccnace ice 8 scotia Dace oe ota E ete ate ale aes Sonata 171 Agent applet Overview essa ssr ce ccc iee esad eee 172 Opening the agent applet 0 0 0 ee eee eee eee 172 ANBONESECHON diar Ee a wiv oN cece chi wi a AE i a A Ne A ea ea 173 Changing agent default settings 0 eee eee 175 User walt gueuse e a anaes a aoa a aa Eo hD Peden a EAE 176 Responses and URLs tabs 6 0 eee eee 176 SYStEMUStAtSHCS NEEE are Gea ah ORs Hear SOG GR Cae oe Go 177 Chat secon sesanan a Steals a Salient e hbo china hla wae ans wen 178 Managing your chat sessions 0 00 cece eee eee eee 180 Pulling chats from the wait queue 00 eee eee eee 180 Monitoring other agents chats 0 eee eee eee eee 181 Client OVERVIEW cre es ea cad MEO ee Od ORE Oe EEN Oe RR oe oem Ones 184 Java client acacia wed ase dhs Asta disk waelsa E beat eek arse T E Rags goal 184 Thin elent esa oiai nE a AAR aos Saws E E E eer oda ERTE 186 Chatting with a customer s res tanpanya an eee eee E 190 Receiving a telephone callback request 000000 c ee eee 193 Using agent chat tools 6 eee ee eens 195 Chatting with a
153. ard responses and URLs Then you can type an ID in the Shortcut field and press Enter to automatically insert the response or URL in the appropriate text box Note To find a shortcut ID code mouse over a standard text or URL entry Chapter 4 Inserting standard responses and URLs 197 To insert a standard response 1 Click the Responses tab on the agent applet Note If your organization uses folders to manage standard responses the folders will be collapsed by default Expand a folder to open it and view the responses Path Chat Home gt Responses amp Communications Center Chat i 99BQD AX Poweredby RISUT Tony ative Tale ea e pce uate 2 lO DS le o 0 0 00 0 00 O 4 14 07 PM User Information First Name Tony listening Last Name Burnett Email Address tbumett bigcoulier com Operating System Windows 2000 Browser Internet Explorer 6 0 en_US Duration 0 59 Archie Leach me Y om Tony m om Archie Leach Hi my name is Archie Leach How may I help you Tony Can you tell me about your cell phone plans Responses tab Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Enter gt aA Sa Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Serice Le
154. 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 search the knowledge base using selection crite ria to narrow their search If enabled customers can also use the Browse search method to search the knowledge base by topics or the Web Indexer to seatch answers documents and web sites See also Browse and 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 Analytics and RightNow Marketing segments used to define the data set available in the report or seg ment Fixed filters are statements constructed from expressions functions and operators and cannot be altered when using a segment or when running a report 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 RIGHT NOW TECHNOLOGIES 346 Forward to Friend link A link that enables con tacts to forward the message to another email address This type of link can
155. as follows 1996 2000 by David Turner 1984 1989 1994 Adobe Systems Incorporated 2003 Eric Anholt 2002 Apple Computer Inc 1988 AT amp T 1992 by Robert Baron 1996 1998 by David Bateman 1988 Bitstream Inc Cambridge Massachusetts USA 2001 by Stephen Blackheath 1993 by Jon Block block frc com 2000 Compaq Computer Corporation Inc 1998 by Concurrent Computer Corporation 1994 2000 by Robin Cutshaw 1992 1993 2002 by David Dawes 2000 by Egbert Eich 2002 by Paul Elliott 1987 1994 by Digital Equipment Corporation 1988 by Evans amp Sutherland Computer Corporation 1992 1993 1994 by FUJITSU LIMITED 2003 by Bryan W Headley 2000 by Richard A Hecker California United States 2002 Hewlett Packard Company Inc 1997 Matthieu Herrb 2000 Christian Herzog 1999 by David Holland 1992 2004 by Alan Hourihane 2000 Roland Jansen 2001 by J Kean Johnston 2000 2001 Ani Joshi 2000 by Rainer Keller 1999 2003 by Peter Kunzmann Citron GmbH Germany 1994 2004 by Marc Aurele La France TSI UQV 1996 by Steven Lang 1995 1999 by Patrick Lecoanet France 2001 by Patrick LERDA 2000 Tuomas J Lukka 2000 2001 by Sven Luther 2002 2003 Torrey T Lyons 1996 1998 by Sebastien Marineau 1984 1989 1991 1993 Massachusetts Institute of Technology 1993 by David McCullough 1995 1998 Metro Link Inc 1993 1996 1999 by
156. ases 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 Advisor evaluates the customer s information and looks for promotions and product suggestions If it finds promotions or suggestions or both the Offer Advisor button on the toolbar is enabled if no offers are available the button is dis abled 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 inter ests and Offer Advisor revises the order of the promotions and suggestions according to how well they match the terms you enter Chapter 6 Opening Offer Advisor 287 Opening Offer Advisor 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 toolbar After you solve the incident click the Offer Advisor button to display the Offer Advisor win dow containing promotions and suggest
157. ask 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 Service processes some of the mail into new inci dents and routes the incidents using business rules depending on settings RightNow Marketing and RightNow Feedback process bounced messages to 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 on the RightNow Console 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 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 if 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 suggestion
158. at session A real time two way dialog between a customer and one or more RightNow Live agents See RightNow Live Chat session queue A sequence of unassigned requests for chat sessions and callbacks The default chat session queue is the RightNow Live Default Queue and custom queues can be added Requests are added to chat session queues auto matically by business rules and are handled in a first in first out manner 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 339 Client The interface that displays on a cus tomet s computer when submitting a request to chat with a RightNow Live agent RightNow Live provides two clients Java client the default and thin client The client that will be loaded depends on the web browser used by the customer when requesting a chat and whether RightNow Live Col laboration is enabled See Java client and Thin client Clone To create an exact copy of an existing interface Closed One of seven default opportunity sta tuses and status types An opportunity with the Closed status has resulted in a sale Clustering An automatic process t
159. at will be used to run the initial search when accessing the Find Answers page Note Customers must be logged in for their preferences to be reflected on the Find Answers page Default Product Specifies the default product and additional levels of products used on the Find Answers page Default Category Specifies the default category and additional levels of categories used on the Find Answers page Default Search Text Specifies the default search text that populates the search text box Default Search Specifies the default search criteria when customers open the Find Answers page For information on search options refer to Search techniques on page 242 List Items per Page Specifies the maximum number of answers displayed on the Find Answers page Account This section lists the user ID for customers to log in User ID Specifies the customer user ID This value can be any combination of numbers and characters except spaces and quotation marks Contact Information This section contains customer first and last name email address and alternate email addresses First Name Specifies the customer s first name Last Name Specifies the customer s last name Email Address Specifies the primary email address used to identify the customer when logging in and for receiving email from RightNow Alternate Email 1 Specifies the first alternate em
160. be added to docu ments templates and snippets for use in mailings surveys or 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 Punctions 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 genet 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 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 end user interface 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
161. bes the procedures for adding incidents organizations and contacts Table 60 Support Console Description Function Description New Incident Click this drop down menu to select New Incident or New Orga nization Contact Then click Go or press Alt g then Enter to add an incident or organization and contact Chapter 8 Working on the Support Console 309 Table 60 Support Console Description Continued Function Description View Click this drop down menu and select the report you want to dis play on the Support Console The available selections depend on your staff profile defaults and permissions which include naviga tion sets and reports Refresh Click Refresh or press Alt r then Enter to refresh the informa Alt r tion displayed on the Support Console Any new incidents assigned to you are added to the display and any deleted incidents are removed Search Click Search or press Alt s then Enter to search for an incident Alt s The search filters depend on the selected report Fill Inbox Click the Fill drop down menu select a queue to pull incidents Alt f from and click Fill Inbox or press Alt f then Enter Close Click Close or press Alt x then Enter to close the Support Alt x Console Sort By Click this drop down menu to select a field for sorting the list of incidents Direction Click this drop down menu and select Ascending or Descending to define the or
162. ccess levels languages prod ucts categories and conditional sections For more information refer to Controlling answer visibility on page 83 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 end user interface When adding or editing an answer you can choose to place new answers at the top middle or 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 customers 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 answers The following section describes how you can create effective useful answers for your customers Creating effective answers Creating useful answers is a straightforward process with a few simple guidelines By follow ing these guidelines you will enhance the search process for customers allowing them to f
163. ces staff members use depend on their profile Workspace designer tThe tool used to create and edit custom workspaces WYSIWYG what you see is what you get See HTML editor Index A accelerator keys accessibility interface Answer Console 324 Session Console 307 Support Console 308 accepting chats 191 telephone callback requests 193 access levels associating answers with multiple access levels 150 accessibility interface Answer Console 323 Answer Details window 328 Answer Information window 326 answers adding and editing 324 printing 325 contacts adding 317 printing 322 end user interface 222 Incident Edit window 314 incidents adding and editing 309 field descriptions 315 printing 310 logging in 304 meta answers 328 New Answer Window field descriptions 325 New Contact window 320 New Incident window field descriptions 311 New Organization window field descriptions 318 organizations adding 317 printing 322 Quick Answer window 312 Quick Text window 311 Response Options window 312 RightNow Entry Setup window 304 365 accessibility interface continued Session Console 306 Support Console 308 Add New SLA Instance window 31 agent applet agent section toolbar description 173 changing settings 175 chat section toolbar description 179 opening 172 overview 172 responses and URLs tabs 176 system statistics 177 user wait queue 176 agent to agent chat 195 analytics using to evaluate answers 91 anchors
164. chments Number of Attachments 0 Audit Log is empty Back to Top Save Cancel User Faith Carson Figure 199 Incident Information on the New Incident Window Table 62 describes the incident information fields Table 62 Incident Information Fields Description Function Description Incident Information The Incident Information section of the New Incident window contains the following information and fields Chapter 8 Working on the Support Console 315 Table 62 Incident Information Fields Description Continued Function Description Reference Number This read only field contains the incident s reference number Additional Information Click Additional Information or press Alt i then Enter to dis Alt 1 play the date and time the incident was created last updated first responded to last responded to due and closed The Additional Incident Information window also displays who created the inci dent whether it is in any rule state or escalation level and the record ID Click Close or press Alt x then Enter to close the window Status Click this drop down menu and select an incident status Assigned By default you are assigned to the incident if it is new Click this drop down menu to select another staff member to assign the inci dent to Add Product or Click Add Product when adding incidents or View Edit Product View Edit Product when editing incidents or p
165. ck 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 New Service Opportunity for Contact Name Summary Type information about the incident or contact in this field The default value is See Incident 2 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 Add Note Click the Add Note button and type a note in the field 3 Click the Save and Close button to send the opportunity to the sales department Sending responses 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 The Send on Save check box is cleared so you must select it if you want to automati cally send your response to t
166. contains answers that are related as a result of customer activity All learned link answers are listed Table 33 provides a description of this list Table 33 Learned Links List Description Column Description Answer ID This column displays the answer ID number 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 end user interface Note If No displays the answer link is not blocked on the end user interface If Yes displays the answer link is blocked on the end user interface Action Right click the text in this column and select an action to perform on the selected answer Actions include e Edit e Print e Assign e Preview e Promote e Block Unblock e Options menu Tip Learned links will appear in the Related Answers section on the end user interface when a customer views the answer if related answers are enabled The number of learned links that display depend on how your site is configured Inserting hyperlinks You can create a hyperlink in an answer that will link toa URL When customers view an answer on the end user interface that contains a hyperlink they can click the 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 Edit Chapter 3 Inserting hype
167. criteria Table 17 Answer Search Window Description Field Description Language Select the check box next to each language you want to include in your search Access Level Select the check box next to each access level you want to include in your search Status Select the check box next to each status you want to include in your search Assigned Select the check box next to each staff member you want to include in your search Staff member search will return answers assigned to the staff member specified Chapter 3 Searching for answers using search and selection criteria 103 Table 17 Answer Search Window Description Continued Field Description Phrases Type the words or phrases in this field to search the answer Sum mary Question Answer and Keywords fields The match is deter mined based on the similarity between the words or phrases Word stemming and logical operators are supported When searching using phrases you cannot search for characters that have special searching functions for example and Therefore you cannot search for a word containing one of these characters for example 9 negative nine For a list of special characters refer to Using special characters when search ing on page 105 Similar Phrases Type the words or phrases in this field to search the answer Sum mary Question Answer and Keywords fields The
168. css a toc ra ciate Catan hada toca e Woes 241 Word stemming oss cis cee eie sae nda ce eae Saas See aes 241 Lopicaloperatots srs senises erang eee Ree ae bene eee eee 242 Search techniques cise gus a oa sia esse 242 Phrases i ciriibeiieiiie tated ed etia eaae eh rode dds ee 242 Similar phrases cccsgeie oe nei whe Sed ee GS RE E E Halk poe eee 242 Exact Seatchiscw sown aeea tees bas a E T AEE 243 Complex expression reenit iati nee EEn EEEE EEE ESENE 243 Dearch featUTE Sa aet peta ies Cai et A R E a eal ae 243 Search term highlighting 0 6 ee eee ee 243 Search text feedback wo o 6 cet credo een ee amp ore Geb eedi elon ele 4 244 POple Words asaite ee AS ae Ga aie eh eh EES 245 Suggested searches 6 6 ieee ceria ditin eH SRS Oe eae Soke 246 Searching with Browse 0 0 cee eee iis 247 Related Browse topics 0 0 eee cece eee ee 248 Browse with the single level view 0 000 000 0 eee 248 Browse with the multi level view 0 000 000 eee eee 250 Using search text in Browse 0 0 eee eee eee eee 251 Searching with Web Indexer 0 0 0 eee eee 253 Previewing external documents 0 0 0 cece eee eee 254 Aska Question sis esi radaron ens EREIN Sew ee aed ean a Dale deere 257 RIGHT NOW TECHNOLOGIES 6 Contents Chapter 6 Chapter 7 Chapter 8 Viewing preliminary responses n os 6 ee eee 259 LavevASsistances ss 06 Cn euae alae uc ta e Penn Ree eS ee Oman 260 My St ff
169. ct Search by Catego Search by Keyword Search Tips ar x ja Bd call Search Search By ress roves Other Suggested Searches voice phone 6 Answers Available Answer D 13 What is a dropped call How do place a call when my phone is roaming Can you please send me information about calling plans What is roaming Am I charged airtime when check my voicemail from my wireless phone What is airtime Trusted sites Figure 141 Suggested Search Results Searching with Browse In addition to the standard search method your site may be configured so that customers can search using Browse This search method provides a new view into your knowledge base and can be especially effective for those customers who do not know the exact terminology to conduct a standard search In Browse answers are grouped based on keywords products additional levels of products categories additional levels of categories and noun phrases in the Summary and Question fields Grouping is done in the background by the utility agedatabase when agedatabase runs it regroups answers based on updates to your knowledge base Your RightNow administrator can also choose to blend Browse with the SmartAssistant technology In this way answers are returned based on both content SmartAssistant and concepts Browse Browse can be configured as a single or multi level view the views differ in presentation only not in content Your RightNow ad
170. customer is searching on the Find Answers page and when RightNow Service is clustering the answers for use in the Browse search method For more information refer to the RightNow 8 2 Service Administrator Manual 6 To enter notes about the answer click the Content tab and type the notes in the Notes field Notes will not be visible to customers on the end user interface 7 To associate products and categories with the answer click the Products Categories tab Por information about adding products and categories refer to Associating products and categories on page 120 8 To add tasks to the answer click the Tasks tab For information about adding tasks refer to Adding tasks on page 121 9 To add additional details to the answer including Publish On and Review On fields click the Details tab For information about adding answer details refer to Adding answer details on page 125 10 To attach files to the answer click the Attachments tab For information about attaching files refer to Attaching files to answers on page 126 11 To view the answer audit log click the Audit Log tab For information about the audit log refer to Viewing the answer audit log on page 132 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 133
171. customer sessions end user interface 227 RightNow Live 201 D deleting answers 167 incidents 75 77 design mode adding HTML answers 112 Details tab answers 100 display position for answers end user interface 238 duplicate promotions and suggestions Offer Advisor 289 E Edit My Profile page field descriptions 270 emotive rating see SmartSense encrypting forwarded incidents 72 incident responses 66 313 end user interface accessible links 222 accessing from a web browser 216 from the administration interface 216 Ask a Question options 257 preliminary responses 259 associating contacts with an organization 225 browse multi level view 250 related topics in a standard search 248 single level view 248 using search text 251 configuration options 217 customer options flowchart 219 customer sessions and cookie functionality 227 feedback on answers 236 on sites 275 Find Answers answer solved count and score 237 emailing answers 235 ovetview 228 previously viewed answers 240 printing answers 235 rating an answet s usefulness 236 end user interface continued Find Answers subscribing to answer updates 234 viewing answer details 232 viewing related answers 238 Help 276 incidents added from answer feedback 236 added from Ask a Question page 258 added from site feedback 275 viewing previously submitted 263 Live Assistance 260 My Stuff answer update notifications 267 changing passwords 274 contracts 272 ovetview
172. customers who have access to the assigned access level s for the answer and for each conditional section To insert a conditional section 1 Right click the answer on the content pane and select Edit 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 Path Right Click Answer gt Edit gt Conditional Section Access Level s x C Help Everyone Restricted Privileged Platinum Gold Cancel Figure 72 Access Level s Window 4 Select the access level s you want to assign to the conditional section Chapter 3 Conditional sections overview 153 5 Click the OK button The Conditional Section text box will appear on the active tab on the Content tab Path Right Click Answer gt Edit gt Conditional Section gt Select Access Level s gt OK Content Products Categories Tasks 0 Details Attachments AuditLog Relationships Keywords Notes Answer Type HTML URL File Attachment Question Answer Quick Preview 13 44 6 9 BF FE Ss Flas Normal gt Times New Roman i aA alB Z I A n Toolbox a Answer Actions ab Insert Answer Link Conditional Sedion Search IP cnowledgeBase be Smart Merge Figure 73 Conditional Section Text Box Important When cond
173. d Answer status type The status of an answer that determines whether it can be viewed by cus tomers The default answer status types are Public and Private Answer type The format in which answers dis play to customers on the end user interface Answer types include HTML URL and file attachment See File attachment answer HTML answer and URL answer Answer 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 Answer variable A shortcut for defining a larger string in the body of an answer When the variable is inserted in the body of the answer it is replaced with the value specified in the variable 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 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
174. d All of these words are stored as reflect in the database Storing the word in the stemmed form is obvi ously more efficient because it takes less storage space and searching produces more accurate results RIGHT NOW TECHNOLOGIES 242 End User Interface Words are stemmed using the Porter algorithm RightNow Service supports Danish Dutch English Finnish Norwegian Russian Swedish Spanish Italian French Greek German and Portuguese word stemming Logical operators All search techniques in RightNow Service support logical operators Logical operators are the symbols AND and NOT that can be used to explicitly find answers that contain a word or that do not contain a word Search techniques The Search By drop down menu on the Find Answers page Figure 124 on page 221 con tains four options Phrases Similar Phrases Exact Search and Complex Expression Custom ers can choose which search technique to use based on their specific requirements Phrases In this search technique the customer types a phrase or a question to search the knowledge base The match is determined based on the similarity between the words or phrases Word stemming and logical operators are supported in this search technique Similar phrases In this search technique a list of similar words is generated from the words or phrases entered This new word list is generated from synonyms or similarly spelled words Two step
175. d SI en fol instructions to select a password and record a voice greeting for your mailbo Updated 01 01 25 mE 4 2 hp A000 rightnow comMhelpfglobalglobal html Indexing Globail Call plans Billing Voicemail hit www rightnow comhelpiglobaliglobal html Size 259 Updated 01 01 2007 Score 5 amp 5 Are there any shortcuts for listening to voice messages Yes there are voicemail shortcuts While listening to a mes ress 1 Rewind 2 Pause 3 Size Updated 01 7 6 What is is airtime the moment you press SEND and the Updated 01 01 7 Which phones are available for Global Wireless Th 0 Mundo MD 6000 Figure 147 External Document Search Results RIGHT NOW TECHNOLOGIES 254 End User Interface Customers can easily identify the document type in their search results when searching for an external document All documents returned contain an icon identifying the document type In addition keywords are highlighted in the external document search results Table 50 describes the search and sort options for the Web Indexer Table 50 Web Indexer Search and Sort Options Field Description Match This drop down menu specifies how the search is performed Note Search behavior depends in part on how your RightNow administrator has configured your site Any Search results match any of the search terms All Search results must match all of the search terms Complex Search terms can u
176. d answers to your response and take many other actions automatically If you save an incident without closing it and the inci dent 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 verify 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 your 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 fields you are required to complete is the Status field The following section pro vides an overview of this field Understanding incident statuses Incidents can have one of the four default incident statuses or 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 Un
177. d 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 highest 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 Fix at Top 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 answet s score will not increase or decrease over time RIGHT NOW TECHNOLOGIES 126 Answers Table 22 Answer Details Tab Description Continued Field Description Review On Click this drop down menu to 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 Notify Subscribers
178. d to verify authenticity Sales period The period of 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 or 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 aA staff member who may be assigned opportunities and who may also main tain contact and organization records RIGHT NOW TECHNOLOGIES 358 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 Scheduled report A report that is sent as an HTML email or HTML email attachment to staff members
179. d 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 control visibility of certain information This section describes the procedures to add answers and manage existing answers Figure 43 on page 108 shows the actions that can be performed on an answer RIGHT NOW TECHNOLOGIES 108 Answers Cor Knowledge base searches answers Solve incident Propose incident as answer Review proposed answer Set answer properties Access answer variables Set status access level and language Assign answer to staff member Print answer Preview answer Publish answer Customer views answer Customer provides answer feedback Update answer Figure 43 Managing Answers Chapter 3 Adding answers 109 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 HTML Answers that appear to customers as standard HTML on the end user inter face 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 answers refer to Adding HTML answers on page 112 e URL Answers that consist of
180. der of the incidents Sort Click Sort or press Altt o then Enter to refresh the list of inci Alt o dents based on your Sort By and Direction selections To add or edit an incident 1 To add an incident click Go or press Alt g then Enter next to the New Incident drop down menu The New Incident window opens Or To edit an incident click the incident in the Subject column You can also click Go after selecting Edit Incident from the drop down menu in the incident s Actions column The Incident Edit window opens RIGHT NOW TECHNOLOGIES 310 Accessibility Interface Note Figure 195 displays a new incident If you are editing an existing incident the top menu that includes Incident Messages Incident Information and Incident Details also includes a Print option To print an incident click Print to display the incident in a separate window then click File and select Print Path New Incident gt Go GS New Incident global__82__ bab Incident Messages IncidentInformation Incident Details Incident Messages eSubject Discussion Thread Empty Customer Entry Channel By Phone Quick Text Quick Answer Response Quick Text Quick Answer Send Response Note Channel No Channel x Quick Text Quick Answer Back to Top User Faith Carson Figure 195 Incident Messages on the New Incident Window Chapter 8
181. describes the buttons on the Attachments tab toolbar Table 23 Attachments Tab Description Button Description Click this button to add a file attachment Browse Select this option to browse for the location of the document you want to attach to the answer Search Select this option to search for the document you want to attach to the answer Koa Click this button to delete the selected attachment 7 Properties Click this button to view the file properties of the selected attach Properties i ment For information refer to Viewing attachment properties on page 130 Click this button to download the file attachment 2E Download Note You will be prompted to save the file attachment to the location you specify A File Download window will open displaying the download progress Click this button to open the file attachment When you attach a file to an answer you can locate the file by browsing or searching The fol lowing procedures describe each method Note You can attach an unlimited number of files to an answer but each file can be no larger than 20 MB Contact your RightNow administrator to learn if additional file size limitations exist on your system To browse for a file to attach to an answer 1 Right click the answer and select Edit 2 Click the Attachments tab RIGHT NOW TECHNOLOGIES 128 Answers Path Right Click Answer gt Edit
182. 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 6 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 in 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 attachment answers The exact fields available depend on the permissions set in your profile You can attach only one file for each answer RIGHT NOW TECHNOLOGIES 118 Answers Important File attachment answers appear to customers on the end user interface as file attachments which is different than HTML answers that contain file attachments within the answer to pro vide additional information To add a file attachment answer 1 Repeat steps 1 2 in the procedure To add an HTML answer in design mode on page 112 2 Select the File Attachment radio button The Confirm Answer Type Change window will open Path New gt Answer gt File Attachment Confirm AnswerType Change N Changing this answer type will clear out the following fields Question Text Answer Text File Attachment s Man
183. doc Documents W Org chart doc W Procedures doc My Documents My Computer File name l My Network Files of type All Files Figure 27 Browsing for Files to Attach to an Incident 3 Select the file to attach 4 To attach additional files press Ctrl while selecting the files 5 Click the Open button to attach the file to the incident Chapter 2 Attaching files to incidents 59 To search for a tile to attach to an incident 1 Click the Attachments tab 2 Click the Add Files button and select Search to open the File Search window Path Attachments gt Add Files gt Search File Search x Search directory Part of file name or extension Documents doc xls pdf txt Audio mp3 wav wma Images jpa bmp if 7 All Files Search Figure 28 Searching for Files to Attach to an Incident 3 Enter any or all of the field information described in Table 10 Table 10 File Search Window Description Field Button Description Search directory Type the name of the directory where you want to search for the file or click Browse Click this button to display the file structure and make a selection from the list of available directories Part of file name or extension Type all or part of the file name Note This field uses an implicit wildcard at the end of the entry Filters Select a filtering option to narrow the
184. doe example com Operating System Windows XP Browser IE 6 0 Java 1 5 0_02 en_US xl Duration 0 40 Mary Serviceagent m Y sm John m om 00 00 00 Mary Serviceagent Hi my name is Mary Serviceagent How may help you Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Enter gt A System statistics Real time System Stats Cumulative System Stats Last30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handie Handled Abandoned Update RightNow Live Default Queue 1 o 1 0 0 00 100 0 0 16 0 00 0 00 o o 4 34 00 PM Entire System f 0 0 0 00 100 0 0 16 0 00 0 00 0 o 4 34 00 PM Agent section Figure 88 Agent Applet Layout Chat section including cus tomer infor mation and chat dialog The agent section contains options for managing your Live sessions monitoring another agent s chat chatting with another agent and logging out This section also lists each agent logged in and their individual chat activity during the lookback time You can resize and change the order of the columns on the agent section however when you log out and log in again the columns return to their default size and ord
185. e if you have selected a sugges tion instead of a promotion or if marketing personnel did not enter information when creating the promotion Path Offer Advisor Guide Free ring tones Because you purchased a cell phone from us in the past 30 days we re offering you free downloadable ring tones If you want to take advantage of this offer go to www freetingtones example com and enter code Ring Me to order the tones you want at no charge Figure 184 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 select ing 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 Chapter 6 Presenting offers 291 Path Offer Advisor Product Details Product Details are unavailable Figure 185 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 Or you can append the information to the response by right click
186. e 235 notifications end user interface renewing or deleting requests 268 subscribing to answer updates 234 subscribing to answers by product category 271 0 Offer Advisor duplicate promotions and suggestions 289 guide 290 opening 287 overview 60 286 presenting offers 61 292 product details 290 promotions 286 288 response selection 292 searching for offers 291 selecting offers 291 Offer Advisor continued suggestions 286 289 window 61 Offer Advisor window 287 opportunities creating from incidents 62 organization association end user interface 225 organizations adding on accessibility interface 317 printing accessibility interface 322 SLAs applying 29 P password and user ID end user interface 224 passwords changing on the end user interface 274 phrases search technique 43 242 Preliminary Response to Question page 259 presenting Offer Advisor offers 292 offers 61 previewing answers 168 previously viewed answers Answer page 240 printing answers from the end user interface 235 from the toolbar 167 archived incidents 301 priorities Offer Advisor promotions 288 suggestions 289 product details Offer Advisor 290 product category hierarchy end user interface 231 products associating with answers 120 controlling answer visibility 84 Products Categories tab answers 99 profile information end user interface 268 promotions Offer Advisor matches 289 overview 286 presenting to customers 292 priorities 28
187. e 250 previously viewed answers 240 printing answers 235 ptoduct category hierarchy 231 providing feedback on answers 236 related answers 238 renewing or deleting answer notifications 268 search basics 241 seatch features 243 search techniques 242 searching with browse 247 single level browse 248 solved count and score 237 subscribing to answer updates 234 using search text in browse 251 Web Indexer 253 evaluating customer feedback 90 using analytics 91 File Attachment Answer field descriptions 120 file attachment properties 130 answers continued File Search window 129 flags 110 HTML answers 112 Hyperlink Editor 141 hyperlinks inserting 140 identifying content holes in the knowledge base 90 key answer fields 97 learned links 138 links anchors 149 inserting 148 Manage Anchors window 149 manually related 137 merge options 157 merging answer content 159 notes adding 111 overview for creating effective 81 previewing 168 printing accessibility interface 325 from the toolbar 167 products 120 proposing incidents as answers 73 record tabs Content tab 99 Details tab 100 Products Categories tab 99 Relationships tab 100 Tasks tab 100 122 relationships editing 160 learned links 138 manually related answers 137 ovetview 133 sibling answers 134 returned from searches 44 reviewing 90 RightNow Wireless keyword search 280 ptoduct category search 278 seatch types 43 Search window field descriptions 102 searching for ans
188. e Answer Console 329 9 To associate one or more products with the meta answer click Add Product or press Alttp then Enter The Product Hierarchy window opens Select the products you want to associate and click Save or press Alt s then Enter to close the window 10 To associate one or more categories with the meta answer click Add Category or press Alt c then Enter The Category Hierarchy window opens Select the categories you want to associate and click Save or press Altt s then Enter to close the window 11 Click Save or press Altt s then Enter to save the answer RIGHT NOW TECHNOLOGIES 330 Accessibility Interface Chapter 8 331 Appendix A SmartSense Emotive Rating RightNow s SmartSense can help you assess the emotional state or attitude of customers and staff members in incidents or RightNow Live chat sessions You can use SmartSense to deter mine which customers need immediate attention and when to notify supervisors or other staff members about specific incidents or situations The emotive rating can also be used as a condition in business rules How SmartSense works Two SmartSense ratings are available one for the customer and one for the staff member editing the incident SmartSense scans each incident and rates the words and phrases in all customer entries for the customer rating and all responses for the staff member rating Note SmartSense recognizes modifiers and negatives in all
189. e Archived Incidents component no records will be displayed You must perform a search to display archived incidents For information on searching for archived incidents refer to Searching for archived incidents on page 298 Chapter 7 Toolbar 297 Toolbar A standard toolbar exists for working with archived incidents Table 56 describes the buttons on this toolbar and the information that displays Table 56 Archived Incidents Description Field Button Description Click this button to view the selected incident Refer to To view B View Incident incident information on page 300 E Click this button to print the selected incident Refer to To print Print an archived incident on page 301 Click this button to search for an archived incident Refer to To Search Incidents search for archived incidents on page 298 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 The next section contains the procedure for searching for archived incidents RIGHT NOW TECHNOLOGIES 298 Incident Archiving Searching for archived incidents You can search for archived incidents that meet certain search criteria Because archived inci dents have been removed from the database and co
190. e Cc button Note All recipients will be able to see the email addresses in the Cc field RIGHT NOW TECHNOLOGIES 72 Incidents Table 12 Forward Incident Window Description Continued Field Button Description Click this button to open the Select Names window select the recipient s name and click the Bcc button Note No recipients will be able to see the email addresses in the Bcc field Subject The incident s subject appears in this field you can edit it if neces sary Send Contact Information Select this check box to send the primary contact information with the incident The information that is sent includes the contact s email address first and last names contact type title any phone numbers that have been entered and any custom field information Exclude Notes Select this check box to exclude any notes in the incident thread from being forwarded with the incident Incident Files Files that are attached to the incident are listed in this field Select the check box next to any file you want to forward with the inci dent To attach files to an incident on the Attachments tab refer to Attaching files to incidents on page 56 Response Files Click the Add Files button and select Browse or Search Refer to Attaching files to incidents on page 56 Comment Type any comments you want to forward with the incident in this field S MIME Select o
191. e New Contact window opens the contact you add does not have an organization association Chapter 8 Working on the Support Console 319 Table 63 New Organization Window Description Continued Field Description Contacts Click Contacts to view the contacts associated with the organiza tion you are editing Note This option is disabled if you have not yet finished adding an organization Incidents Click Incidents to view the incidents associated with the organiza tion you are editing Note This option is disabled if you have not yet finished adding an organization File Attachments Click File Attachments to add file attachments to the organization Audit Log Click Audit Log to view the actions taken on the organization you are editing Note This option is disabled if you have not yet finished adding an organization 4 Click Save or press Altt s then Enter to save the organization information The New Contact window opens Note The contact you add to the New Contact window is automatically associated with the organization you just saved RIGHT NOW TECHNOLOGIES 320 Accessibility Interface Path New Organization Contact gt Go gt Enter Organization Information gt Save EY New Contact1 Contact Information First Name Last Name Email Email Alternate 1 Email Alternate 2 Login Password CRM State Count
192. e an automatic reply that instructs them to follow a link to the Support Login page so they can update their information through My Stuff Chapter 5 Profile 269 Figure 161 shows the profile information that can be updated In this configuration products and categories have been defined Path Support Home gt My Stuff gt Login gt Profile Z Edit My Profile Microsoft Internet Explorer x Fie Edit View Favorites Tools Help jus ika a Wireless Support Home Answers Aska Question SST Logout Help _Overview_ Questions _ Notifications Logged in as Lauri Chandler Denotes a required field Preferences DefaultProduct a o x Default Category fan X Default Search Text ee Default Search Page Default M List Items per Page blank page default User ID LauriChandler Contact Information First Name lauri E rari aaa Email Address chandleri example com SSS Alternate Email 1 Alternate Email 2 Existing Customer Yes No Product Category Notification Add Product Add Category z z lete When You are Done Figure 161 Edit My Profile Page RIGHT NOW TECHNOLOGIES 270 End User Interface Table 53 describes the fields on the Edit My Profile page Table 53 Edit My Profile Page Description Field Button Description Preferences This section contains the search and selection criteria customers can set th
193. e base data to maintain dynamic answers and make searching more efficient for staff members and customers Agent A staff member in RightNow Service who may be assigned incidents and Live chats with customers and who may also maintain contact and organization records Agent applet The RightNow Live agent inter face where agents chat with customers and manage their chat sessions The agent applet is divided into sections containing agent user wait queue responses and URLs system statistics and cus tomer chat information The amount of informa tion displayed depends on the Live permissions set in an agent s profile Also called Chat Home 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 Aging An automatic process that reduces an answet 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 answers 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 o
194. e base while in the wait queue Define standard responses and URLs that agents can use when chatting with customers RIGHT NOW TECHNOLOGIES 218 End User Interface My Stuff e Allow customers to access and update the questions they have previously submitted e Allow customers to subscribe to be notified when a particular answer is updated or when any answer in a specific product or category is updated e Allow customers to change certain default settings on the Find Answers page when they are logged in and want to search the knowledge base e Make contracts visible so customers can view their contracts with your organization Login e Allow customer accounts to be created by customers or force customers to log in with an existing user ID password combination e Specify what information customers must supply when creating an account e Allow customers to be associated with an organization when creating a customer account Before you explore the options available to your customers take a look at RightNow Service from your customers perspective Figure 122 shows the actions customers can perform from each of the main components as well as the path they follow navigating your organization s web site Depending on how your site is configured your customers may not have all of the options shown Chapter 5 Configuration options 219 e following components can be accessed from the Support Home page Find Answers Ask a
195. e callback request 1 Click the Accept button to accept the callback request RIGHT NOW TECHNOLOGIES 194 RightNow Live The chat section on the agent applet displays the customer s information including the phone number they provided Note The customer is notified that you will be calling them shortly The customer is also notified that if they are connected to the Internet using the callback phone line they should disconnect If they are not connected to the Internet using the callback phone line they are instructed to keep their client window open to maintain a con nection to you Path Chat Home gt Accept amp Communications Center Chat o Powered by 99 a QR D 7 X Diighittow John Active Idle Average Average Chats Last Agent Sessions Sessions Handle Response PerHour Update Please call Mary Servicea 1 0 0 00 0 00 0 1 20 42 PM First Name John Last Name Doe Email Address idoe example com Phone Number 406 522 4200 Operating System Windows XP Wait Time Browser IE 6 0 Java 1 5 0_02 en_US Interface Name QA Site Responses urLs Shortcut k Open Chat Session Done Real time System Stats Cumulative System Stats Last30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Queue Online Sess
196. e 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 66 The Attachments tab lists any files attached to the incident and contains the file name size content type and description Table 9 describes the buttons on the Attachments tab Table 9 Attachments Tab Toolbar Description Button Description Click this button and select Browse or Search Browse Click this button to open a window that lets you view the files and folders on your workstation and select one or more to upload and attach to the record For information refer to To browse for a file to attach to an incident on page 57 Search Click this button to open the File Search window so you can spec ify a directory all or part of a file name and type of file The files that match these criteria are displayed so you can select the ones you want to upload and attach to the record For information refer to To search for a file to attach to an incident on page 59 Click this button to open the file for viewing Chapter 2 Attaching files to incidents 57 Table 9 Attachments Tab Toolbar Description Continued Button Description BE Dowroad Click this button to open the File Transfer window which displays Download download progress Ere
197. e feature are triggered automatically and occur periodically when modifications are made to the knowledge base These processes implement innovative technologies to cluster and link answers containing similar con tent Customer feedback RightNow Service closes the loop by providing customers 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 Feed back for Answer incident accessible to agents You can use this feedback to address content holes and improve answers e Customer session tracking RightNow Service tracks customers actions as they move through your suppott 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 on customer sessions refer to Viewing the Session tab on page 55 Knowledge base reports A series of standard reports record how customers ate 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
198. e func tions such as receiving transferring and confer encing See CTI Solved One of three default incident status types and one of four default incident statuses An inci dent marked Solved has been resolved RIGHT NOW TECHNOLOGIES 360 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 report s output columns 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 work 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
199. e is displayed In addition to viewing the answer details customers can renew or delete their subscription to the answer print the answer or email the answer Path Support Home gt My Stuff gt Login gt Notifications gt Subject Link Z Answer with Notification on Change Microsoft Internet Explorer 5 x Fie Edit View Favorites Tools Help a Support Home Answers Aska Question Live Help EL E5 Tij Logout Help overview Profile _ Logged in as Laura Chandler Answer ID How do set up my voicemail 5 Products Voicemail Services Category Voice Messaging Press the 9 key and SEND and then follow the instructions to select a password and record a voice Datatreated greeting for your mailbox 09 29 2005 12 43PM Renew Request Delete Request Back to List of Requests Last Updated 07 05 2006 03 19 PM Access Level Everyone K Print Answer Email Answer E Done I 1G trusted sites Figure 160 Answer with Notification on Change Page Profile The Profile option in My Stuff enables customers to view and edit their search preferences and account and contact information By allowing customers to update their profile informa tion you eliminate a large part of the administrative tasks associated with maintaining contact and organization records Note Contact information is not updated if an email response is sent from a different email address Instead customers receiv
200. e the tone of the chat session before viewing the actual dialog between the agent and the customer The chat section on the right side of the agent applet will be blank before you engage in a chat session or monitor another agent s chat RIGHT NOW TECHNOLOGIES 182 RightNow Live To monitor a Live chat 1 Click the Monitor button to display a list of agents currently engaged in chat Other agents must be chatting before you can monitor a chat If no agents are chatting a message will notify you that there are no agents to monitor 2 Click a customer s name to open the chat to monitor This will display the agent s active chat session along with the customer SmartSense rating and a field where you can type a message to the agent who is engaged in the chat session Note Agents will not be aware their chat session is being monitored unless you send them a message Path Chat Home gt Monitor gt Click Customer Name amp Communications Center Chat 9929 9 BX Poweredby RIGHE Tony E Active idle Average Average _ Chats Agent Sessions Sessions Handle Response Per Hour x gt 9 Dani Lion o 1 ooo 0 00 o 4 18 32 PM Monitored Chat Archie Leach 1 0 000 0 00 0 4 16 37 PM Wait Time Archie Leach listening User Information User Tony listening Duration 6 20 Tony me om Responses URLs Suggest collaboration Transf
201. e width in pixels you want the image 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 Inserting tables You can insert a table in your HTML and define the number of rows or 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 Edit 2 Click the Table button on the toolbox The Insert Table window opens RIGHT NOW TECHNOLOGIES 144 Answers Path Right Click Answer gt Edit gt Table Insert Table x Quick Advanced E HH H 0x0 Cancel Figure 65 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 Path Right Click Answer gt Edit gt Table gt Advanced Insert Table x d Quich Advanced Size Rows 2 g Columns 2 g Table Width wo pixels v Display Border i s Cell Padding 2 Cell Spacing 2 s Cancel Figure 66 Advanced Tab on the Insert Table Window Chapter 3 Inserting tables 145 5 Enter field information described in Table 36 Table 36 Advanced Tab on the Ins
202. ection Chapter 5 Viewing related answers 239 Path Find Answers gt Summary Link Gsnor ts Support Home 10577 Aska Question Live Help My Stuff Answer ID What s the difference between Peak and Off Peak time 10 Products Professional Category Answer Information Peak time is during the daytime from 7 am 6 pm Monday through Friday Datecreatead OffPeak time is evening and weekend hours from 6 pm 7 am Monday through Friday and from 6 pm 09 29 2005 01 16 PM Friday evening until 7 am Monday morning Last Updated Notify Me by Email if this Answer is Updated 09 29 2005 01 45 PM Access Level How well did this answer your question Everyone 7 s C 100 C75 C50 C25 C0 _ Submit Rating Users who viewed this answer have also viewed e What is roaming Question Figure 136 Related Answers Links TECHNOLOGIES 240 End User Interface Viewing previously viewed answers The Answer page contains a list of all the answers viewed by the customer in the current ses sion The customer can click any answer previously viewed to return to the answer The answer being viewed is not included in the list Path Find Answers gt Summary Link Z Answer Microsoft Internet Explorer Fie Edt View Favorites Tools Help Login Help Answer ID What is a dropped call 13 Question Products Professional Services Category Answer Disconnected A dropped call is
203. ed to the privileged access level For example a customer assigned an RIGHT NOW TECHNOLOGIES 152 Answers 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 answets 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 Silver 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 is 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 Inserting conditional sections You can add conditional sections to your answers that will appear only to
204. ed until a new query is entered or the previous entry is cleared Chapter 5 Searching with Web Indexer 253 Searching with Web Indexer The RightNow Service Web Indexer enables indexing and searching of documents that are not part of RightNow for example web pages PDFs and Microsoft Word documents This feature makes it possible for you and your customers to find information within these docu ments when searching from the Find Answers page Indexing and searching of external docu ments is possible if the documents are stored on a web server and are accessible through a URL Your RightNow administrator must have configured your site for searching with Web Indexer Figure 147 shows search results on the Find Answers page using the Web Indexer Path Find Answers gt Documents Find Answers Microsoft Internet Explorer File Edit view Favorites Tools Help Support Home f TC Aska Question Live Help My Stuff Login Help search J Documents Keyword Search Match Sort By any x Score X Poweredby RIGHT Other Suggested Searches voice message roaming charges text message wireless calling plans 7 Documents Found 1 How do l access my voicemail and S our voicemail Follow the instructions Updated 1 Score 33 MEE 2 T Am charged airtime when check my voicemail rom ys wales phone irtime charg en your voicemail from your v Sze 117 Updated 01 0 Score 3 How do set up my voicemail Press the 9 key an
205. ee RightNow 8 2 documentation 0 c eee eee eee Chapter 2 TA CIDE NTS ieaie na esse E genes pase N E Ged BAG Bao Overview of incidents cc cree vee ea Pred ETEN aa ee Incidents reports i occa cases ware pwlen vi glece dienes eo E E Standard workspace for incidents 0000 Incident record tabs 00 64 g2se4 pan eateag bees fides Viewing incident activity 0 00 eee eee Working with incidents 0 0 0 0 eee eee ee Pilling yout inbox 064 sca seein ea eed awe ee cae eae Searching for incidents 0 0 00 cee eee eee Overview for editing incidents serrr Editing incident fields 0 0 eee eee eee Understanding incident statuses 00 000s Understanding SLAs 0 0 0 eee ee eee eee Editing key incident fields 00040 Adding incident information on the Details tab Adding responses 0 6 eee eee Adding content to the response 00 00 0008 Adding SmartAssistant suggested answers Searching the knowledge base 0 0000 Inserting standard text 0 00 eee eee ee Adding and editing contact information Tracking your time caser crire ee ecw eee ee eae ea ee Modifying time billed entries n nnana 000 00 e eee Adding tasks saciitcangeiianges con ean tiers hare een E Vane Contents 1 RIGHT NOW TECHNOLOGIES 2 Contents Chapter 3 Adding organizations oeer ea E
206. ee ee ee eh gteen which signifies that it T E m Pe a a a is your turn to respond IMary Services 1 o 0 00 0 00 o 4402 Neer information First Name John listening Last Name Doe Email Address jdoe example com Operating System Windows XP Browser IE 6 0 Java 1 5 0_02 en_US z User Queue Wait Time Duration 1 17 Mary Serviceagent me Y om John ae Y om 00 00 00 Mary Serviceagent Hi my name is Mary Serviceagent How may I help you 00 01 10 John Do you have any information on warranties Responses URLs l Type your message here then click Send or press lt Enter gt Shortcut k Type URL to be pushed here then click Send or press lt Enter gt A Se Realtime System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Serice Level Average Average Average Calls Calis Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Defaut Queue 1 0 1 o 0 00 50 0 004 00 0 00 0 1 4 48 01 PM Entire System 71 o o om c00 0 04 0 00 0 00 o 1 4 48 01 PM Figure 99 Chat Section after Customer Sends a Message Note By default a tab will change from green to yellow when a customer has been wait ing for a response for 30 seconds When the tab changes to red it signifies that a customer has b
207. een waiting for a response for 60 seconds Tab color timing can be configured by your RightNow administrator Important Additional tabs will appear at the top of the chat section if you are conducting multiple chat sessions at the same time To manage the individual chat sessions simply click a tab when the color changes from gray to green and send a response 2 Type your reply in the message text box e As you type a real time spell checker recognizes misspelled words and marks them with a red zigzag underline Right clicking the misspelled word presents a list of substitute words from which you can choose Using the right click menu you can also cut paste bold and delete any text you type To start a new paragraph in the message text box press Ctrl Enter Chapter 4 Receiving a telephone callback request 193 3 Click the Send button or press Enter to send your response The customer s tab color will change back to gray which signifies that it is the customer s turn to respond to you For information on creating incidents from chat sessions refer to Creating incidents from chat sessions on page 212 Receiving a telephone callback request Customers who want to speak to an agent on the telephone instead of using real time chat can request a telephone callback on the Live Assistance page When a customer submits a callback request the request is treated like a chat and routed to the first available agen
208. el 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 Path New gt Incident F Subject Caller ID is not working properly Reference 070413 000004 Contact John McCalister q Status Unresolved T Organization Name fLatisan Assigned saree Product No Value hd Disposition iNo value Categow No Value Figure 3 Incident Fields For information about incident fields refer to Editing incident fields on page 28 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 work The following tabs may appear when you are working on incidents Messages e Contacts e Details Time Billed e Tasks e Organization e Session RIGHT NOW TECHNOLOGIES 22 Incidents e Attachments e Audit Log 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 window you must save the incident in order for all changes on the record tabs to take effect If yo
209. elect Options Figure 170 Answers List Page After scrolling through the list of answers and selecting one to display customers can select Solution to display the answer Path Answer gt Select gt Solution gt Select Answer 8 Global Solution We offer several phones with text messaging available lt bi gt lt b gt Forbindelse FN 846 lt bi gt Options Figure 171 Solution Displayed on the Answer Page RIGHT NOW TECHNOLOGIES 280 End User Interface At this point customers have three options They can related answers Select Submit Feedback and press answer Select Related Answers and press the Select button to view a list of SmartAssistant Select Answers and press the Select button to return to the Answers List page the Select button to submit feedback about the 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 Path Find Answers gt Keyword gt Select Keyword Search Global Enter some keywords then click Search Submit Edit Options Figure 172 Keyword Search Page After customers enter keywords a list of answers is displayed Customers can then select answers to display them Path Find Answers gt Keyword gt Submit Answers List Gl
210. em s tree and editor or the item s explorer selected from the list of administration items On the RightNow Console the content pane displays a report stan dard custom or list of records an individual record or explorer selected from a navigation list Content pane tabs All the reports and items currently open on either console displayed in tabs on the bottom 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 SmartAssistant that allows organizations to con struct special Related Answer links from any web page to provide additional information to their customers See also Help access level Control A tool for placing titles spacers reports and other advanced features on a work space Corner GIFs Rounded images that make the corners of the tabs on the end user interface The color of the images can be updated to the current colors in the enduser css by running the wgupd utility See imgupd CRM state See State 341 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 CSV comma separated value A file format with commas separating one c
211. enhance efficiency for both staff members and custom ers Refer to Working with incidents on page 26 for information Path Support Home gt Find Answers gt View Product Hierarchy REE Cistet ai apende and RightNow Service All Products Mobile Phones is Conversa Phones that product CA9720 Features Help Tips Troubleshooting CA 9800 Features Help Tips Troubleshooting CA 9900 Features Help Tips Troubleshooting Verden Phones V100 Features Help Tips Troubleshooting V200 Features Help Tips Troubleshooting V300 Features Help Tips returns answer results for Figure 131 Product Hierarchy RIGHT NOW TECHNOLOGIES 232 End User Interface Viewing answers Once customers find a possible answer to their question they can view the details by clicking the summary link on the Find Answers page Path Support Home gt Find Answers gt Summary Link Answer ID 10 Products Category Ini ion Date Created Last Updated Access Level Everyone Professional Services 09 29 2005 01 16 PM 09 29 2005 01 45 PM What s the difference between Peak and Off Peak time Question Answer Peak time is during the daytime from 7 am 6 pm Monday through Friday Off Peak time is evening and weekend hours from 6 pm 7 am Monday through Friday and from 6 pm Friday evening until 7 am Monday moming Notify Me by Email if this Answer is Updated How well did this answer
212. ent 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 Chapter 3 Merging answers 159 To merge answer content 1 Right click the answer on the content pane and select Edit 2 Click the Search Knowledge Base button on the toolbox The Search Knowledge Base window will open Path Right Click Answer gt Edit gt Search Knowledge Base QQ Search KnowledgeBase x 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 Type Product Hierarchy Category Hierarchy Date Updated Reset Pubic ll a v NoValue to No Value Relative Relative Search Access Level Phrases Similar Phrases Exact Search Complex Expression User Acces M Limit to 1000 rows V Per Page Summary Date Updated Access Level _ Action There are no items to show in this view Figure 77 Search Knowledge Base Window 3 Enter your search criteria in the appropriate field s and click the Search button Refer to Searching for answers using search and selection criteria on page 101 for a description of each selection criteria RIGHT
213. ent or web link into the current thread Multiple entries may be added Incident Subject TERR itemise ID Summary Weight Access Status Action 1 How do I change my address 30 Everyone Pubic Add as Text Add as Link Print 9 Can you please send me information about calling plans 19 Everyone Public Add as Text Add as Link Print 4 How do I place a call when my phone is roaming 19 Everyone Public Add as Text Add as Link Print 15 When will I receive my monthly phone bill 10 Everyone Public Add as Text Add as Link Print 2 What is roaming 9 Everyone Public Add as Text Add as Link Print 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 RIGHT NOW TECHNOLOGIES 40 Incidents Tip You can also enter answer text if you know an answet s ID by pressing F9 from the inci dent response on the Messages tab typing the Answer ID number in the Append Answer Text window that opens and pressing Enter Path Action gt Add As Text Messages Contacts Details Time Billed 0 Tasks 0 Organization Session 0 Attachments AuditLog C Send On Save 4 Smart Assistant QQ Search Knowledgebase Standard Text A gt Undock __jAdd View all M Sort Date Ascending g Response Faith Carson 0
214. enu You no longer need to access this launch page Launch Thin Client Thin Client If you or your organization requires Section 508 compliance you may access your RightNow Service application through this compliant thin client B Trusted sites Figure 191 RightNow Entry Setup Window 2 Click the Launch Thin Client button to open the Login window Chapter 8 Logging in to the accessibility interface 305 Path URL gt Launch Thin Client a Login global__82__bab Microsoft Internet Explorer RIGHI global__82__ bab Password AOE Ri CRI z ightNow CRM B Trusted sites Figure 192 Logging in to the RightNow Accessibility Interface Your login name and password are defined in your staff account both are case sensitive If Important you have any problem logging in contact your RightNow administrator 3 Type your login in the Login field 4 If you have been assigned a password type it in the Password field Passwords are optional 5 Click the Login button to open the Session Console RIGHT NOW TECHNOLOGIES 306 Accessibility Interface Working on the Session Console You can navigate the accessibility interface using either a mouse or a keyboard or both Using a mouse you can click any of the available options to perform an action On the keyboard you can tab through the options until you reach the one you want or you can use key combi nations to select them direc
215. eoki Seas etree aay bd oy oo Gen aat gee Sly hcg ah Mamadlne as 262 QUESTO TS eers e Janata iaa a Sta lata a lat E neg Gee aided Cane aE 263 Notifications aiaee e e Uae aa nA at aes aay AN 267 Profle tusten tes A E QS ee ee EAA E A R EEE EAA SA 268 Contractsiiese ee aa Ana a he e e a Ms aa tee ha 272 Change Password x 56 cae ndi gic daoti ee case chee we ni Eei niet 274 Provide Peed back ocho ciruh menear a beh Pan eehante a ah aa ede er ERI E 275 PV el po sisi st aaah ae a Re ste se de sap tS Nat A Aca Lal Sate ats 276 RightNow Wireless oi ve esa da ies ciat er Sen Ea esr eee Gow i 277 Pin ding answers airsan e dian de wa te evar eons ead ash ola wanted e aralw ease 278 Searching for answers by product or category 0000 278 Searching for answers by keyword 0 0 2 0 00 280 Submitting feedbacks nnii ves cece sede vines enn ele a dia ale ested neta els 281 Asking a question 6 ce ccc eee eee 281 MIS Cit te soa eed Ge Neate eae Sears tar pes Send eed needa NE oe 282 Crean An ACCOUNT ian a o eed ting au ee ae teen ta 284 Offer Advisof i segto ieie a GARG hain d hie Waa eb aah gente uate 285 What is Offer Advisor secsec ca ienien cc cee eee ee nee 286 Opening Offer Advisor 0 ce cc ira aae 287 Promotions Founder seisean eiaa E e eee ew alae EE aE 288 Suspestions Found snost raae tags E AEE a 289 Guide ennan scans E R E e R a a N Bsn EE E e SD 290 Product Details osie oii ha we eines EEEE E E ata ORe 290
216. epresent the answer s contents Key words 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 These words can also become groupings when using the Browse function in RightNow Service Be sure to include a thorough yet concise section of keywords Chapter 3 Controlling answer visibility 83 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 end user interface The follow ing 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 end user interface 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 end user interface 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 e Answer Access Level e Language e Products and Categories e Conditional Sections In order for answers to ap
217. er Take offline Tony I m having trouble finding anything on your Web site about warranties Archie Tell me what you need to know specifically With any luck can help Type your message here then click Send or press lt Enter gt Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update _ RightNow Live Default Queue 2 1 1 0 00 4 42 0 00 0 00 0 O 4 17 37 PM Entire System 2 1 1 0 0 0 4 42 0 00 0 00 0 O 4 17 37 PM Serice Level Average Average Average Calls Calls Last Figure 90 Monitoring a Chat Customer SmartSense rating Chapter 4 Monitoring other agents chats 183 3 To communicate with the agent type a message and click the Send button Note Customers will not receive messages you send to the agent engaged in the chat Also these messages will not be added to the discussion thread if an incident is cre ated from the chat session For more information refer to Creating incidents from chat sessions on page 212 4 To ask SmartAssistant to suggest answers that may answer the customet s question click the SmartAssistant button and suggest an answer to the agent 5 Click the Disconnect button to close the monitored chat RIGHT NOW TECH
218. er Table 43 describes the options and information available on the agent section Table 43 Agent Applet Agent Section Description Button Column Description P Increase Click this button to increase the number of chats you can engage in For information refer to Managing your chat sessions on page 180 Note Your RightNow administrator can increase or decrease the maximum number of chat sessions you can engage in RIGHT NOW TECHNOLOGIES 174 RightNow Live Table 43 Agent Applet Agent Section Description Continued Button Column Description E Decrease Click this button to decrease the number of chats you can engage in For information refer to Managing your chat sessions on page 180 a Sleep Click this button to stop receiving chat requests For information refer to Managing your chat sessions on page 180 Q Click this button to select a chat session to monitor Once you click Monitor be this button a list of available sessions is displayed For informa tion refer to Monitoring other agents chats on page 181 Note To access this function you must have monitor permissions assigned in your profile If not this button will be disabled Click this button to chat with another agent Once you click this D Agent to Agent Chat f ae button a list of available agents is displayed For information refer to Chatting with an
219. er agent without having to initiate a transfer or conference In addition an incident can be created from an agent to agent chat session For information refer to Creating incidents from chat sessions on page 212 To chat with another agent 1 Click the Agent to Agent Chat button to view the list of available RightNow Live agents Note At least one other agent must have an agent applet open in order for you to chat with them 2 Select the agent you want to chat with A chat dialog will open for the requested agent You can chat with the agent just as you would with a customer RIGHT NOW TECHNOLOGIES 196 RightNow Live Path Chat Home gt Agent to Agent Chat gt Click Agent Name amp Communications Center Chat o Agent to Agent Chat 9IPAAD YX Active Idle Ti a Poweredby RIGHT Chats Last Agent Sessions Sessions Handle ee Update gt gt a Dani Lion 1 1 6 06 ooo 4 12 20 29 PM chie Leach 1 o oar 000 2 12 20 19 PM Agent to Agent Chat Archie Leach listening Duration 0 53 Wait Time Responses urs Phone Service Plans Shortcut ke Voicemail Access Type your message here then click Send or press lt Enter gt Archie is it okay if move one of your shifts next week from Friday to Saturday Type URL to be pushed here then click Send or press lt Enter gt a Sy a Realtime Sys
220. er staff members but not by customers Note Whenever a valid incident reference number appears in any incident thread Cus tomer 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 use the format H HHHH HHHHHH 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 customer 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 Chapter 2 Adding responses 37 Table 6 describes the toolbar buttons that appear on the Messages tab Table 6 Messages Tab Toolbar Description Button Description L Send on Save Select this check box to send your response to the customer when you save the incident Refer to Sending responses on page 63 4 Smart Assistant Click this button to select one or more answers you can insert into your response as either text or a UR
221. ermined by the fields that are displayed in the list of answers Your RightNow administrator can change the display fields or prevent this drop down menu from appearing 4 gt These arrows are used to move forward and back one page at a time Answer ID This column displays the answer ID Summary This column displays the answer summary PN This arrow is used to sort the answers in ascending order Vv This arrow is used to sort the answers in descending order Chapter 5 Tip Find Answers 231 Viewing product and category hierarchy If your site is configured with products and categories and if products and categories have end user visibility customers can click the product or category icon on the Find Answers page to see the product or category hierarchy for your site Customers can then click a prod uct and RightNow Service returns the search results for the product on the Find Answers page Your site may also be configured for product category linking and product disposition link ing When products are linked to categories only the linked categories are displayed when a customer selects a product on the end user interface or when a staff member selects a prod uct when working with an answer or incident When products are linked to dispositions only the linked dispositions are displayed when you select a product for an incident Product link ing is an optional feature designed to
222. ers 167 1 Right click the answer on the content pane and select Delete Path Right Click Answer gt Delete Answer Delete Are you sure you want to delete this answer Note that any rule using this answer will need to be modified Yes No Figure 84 Confirm Answer Deletion 2 Click the Yes button to delete the answer 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 your web browser and you can To print an answer choose to print the contents of the page 1 Right click the answer on the content pane and select Print Path Right Click Answer gt Print i Print Dialog Access Level Everyone Language English US Assigned To Not specified Last Updated 07 05 2006 03 19 PM S X AnswerID Why is my phone disconnected a 45 Sws Question Public e E o 06 08 2006 04 15 PM Sao There might be a variety of reasons for this 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 disconnected 2 Click File and select Print Figure 85 Printing an Answer 3 Print the answer accord
223. ers Refer to page 80 Organizing answers Describes how you can manually or automatically organize answers dis played on the end user interface Answers can be ranked and arranged by implicit and explicit feed back Refer to page 86 Maintaining your knowledge base Describes methods for maintaining your knowledge base for optimum customer support including evaluating customer tracking and feedback answer aging and service analytics Refer to page 89 e Overview of answers Provides an overview of the standard answer workspace answer toolbar information fields and record tabs Refer to page 92 e Searching for answers Contains procedures to search for and open answers Refer to page 101 e Managing answers Contains procedures for creating and publishing answers to your knowledge base Also includes procedures for editing answers managing answer relationships and the advanced options available when working with answers Refer to page 107 RIGHT NOW TECHNOLOGIES 80 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 set of answers up front you can take advanta
224. ersonalized service to your customers the login feature enables your organization to control and track who accesses your web site and maintain an up to date knowledge base Once customers have a valid customer account they can log in and take any of the following actions e Submit questions Track the questions they have submitted and make updates e Access their profile information to update e View privileged access answers if they have an SLA with custom answer access levels This section describes the Support Login page and how customers can create a customer account Accessing restricted functions When customers request access to restricted functions for example when they click My Stuff on the Support Home page the Support Login page opens RIGHT NOW TECHNOLOGIES 224 End User Interface Path Support Home gt My Stuff Z Support Login Microsoft Internet Explorer If you do not have an account Create a New Account Figure 127 Support Login Page The default settings for this page allow customers to enter their account information have their password emailed to them if they have forgotten it or create an account if they do not have one Returning users Returning customers type their user ID and password if required to access the restricted functions User ID and password are stored in the customet s contact record If you have forgotten your password Returning customers
225. ert 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 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 Path Right Click Answer gt Edit gt Right Click Table gt Table Properties Table Editor x Caption Properties Caption Alignment v Location v Table Properties Border 1 Alignment v Width 100 Piels Percentage BackgroundColor __ Border Color Cell Properties Cellspacing 2 Cellpadding 2 Figure 67 Table Editor RIGHT NOW TECHNOLOGIES 146 Answers a Enter field information described in Table 37 Table 37 Table Editor Description Field Description Caption Properties Define the table s caption in this section Caption Type the caption of the table Alignment Click this drop down menu to select the
226. ervice 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 RIGHT NOW TECHNOLOGIES 122 Answers Path Right Click Answer gt Edit gt Tasks Content Products Categoriex Tasks l Details Attachments AuditLog Relationships w add Pedit L Copy XK Delete Print Forward Z Complete J Options Name Due Date Completed Assigned Priority Action Complete Feature area questions 12 16 2006 05 36PM No Value Administrator Edit Delete Print Complete Figure 52 Tasks Tab The Tasks tab contains a toolbar for working with the tasks associated with the open answer Table 21 describes the Tasks toolbar buttons Table 21 Tasks Tab Toolbar Description Button Description aad Click this button to add a new or existing task Add 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 RightNow 8 2 User
227. es is 2001 2008 The Mono Project and Contributors Mono Project NET Virtual Machine and Toolchain is 2001 2008 The Mono Project and Contributors Mono MCS Classes code library is 2001 2002 2003 The Mono Project and Contributors MBUnit utility and test code 2005 2007 Andrew Stopford and 2000 2004 Jonathan De Halleux Jamie Cansdale jaxws2 java utility code is Copyright 1996 2006 Sun Microsystems Inc jst java utility code is Copyright 1996 2006 Sun Microsystems Inc activation java utility code is Copyright 1996 2006 Sun Microsystems Inc JDOM XML utilities is Copyright 2000 2002 Brett McLaughlin amp Jason Hunter Jetty java servlet container is Copyright 1995 2006 Mort Bay Consulting JUnit java utilities Copyright 1997 2006 JUnit org quartz java timer utility is Copyright 2004 2005 OpenSymphony Spring Framework web services utilities is Copyright 2004 2007 Rod Johnson Juergen Hoeller Alef Arendsen Colin Sampaleanu Rob Harrop Thomas Risberg Darren Davison Dmitriy Kopylenko Mark Pollack Thierry Templier Erwin Vervaet Portia Tung Ben Hale Adrian Colyer John Lewis Costin Leau Rick Evans wsdl4j XML services utilities is Copyright IBM Corp 2006 Gsexml XML sitemap builder is 2005 Zervaas Enterprises X11R6 XFree86 GUI rendering is 1994 2003 The XFree86 Project Inc and contributors
228. events in RightNow applications For example when a customer submits a question in RightNow Service the Question Receipt message will be sent to the customer 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 security 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 All the pages in RightNow Service that customers can access to look up answers view their account information request a Live chat or callback and ask a question Certain functions can be restricted and require a customer account 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 Business 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 des
229. ey 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 tomers See Answer status type Private branch exchange PBX A telephone switch that is owned and operated by a private party Private key A password protected key used by the holder to create digital email signatures and decrypt messages that were encrypted using the holdet s associated public key Privileged access answers Answets that are assigned a custom access level for viewing by cer tain contacts and organizations assigned to the appropriate service level agreement See SLA 353 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 tThe list for organizing sales products Product linking An option for linking products to categories and products to dispositions so that only the categories and dispositions that have been linked to a product appear when the product is selected on the administration or end user inter face Professional Serv
230. f you are working on an existing answer the Answer ID field is a read only field that contains the ID number of the answer Note New answers are not assigned an Answer ID until they are saved Status Click this drop down menu and select an answer status Language Click this drop down menu and select a language Access Level Select Help or Everyone from the menu to define the answet s access level Assigned By default you are assigned to the answer if it is new Click this drop down menu to select another staff member to assign the answer to Review On Click the left drop down menu and select a month Click the center drop down menu and select a date and click the right drop down menu to select a year This is the date you want the answer to be set to Review status Publish On Click the left drop down menu and select a month Click the center drop down menu and select a date and click the right drop down menu to select a year This is the date you want the answer to be set to Public status Display Position Click this drop down menu and select a display position The choices include the answet s historical usefulness based on cus tomer feedback placing the answer at the top middle or bottom of the answer list or permanently fixing the answer s position at the top middle or bottom Notify Subscribers Click this drop down menu and select an option for notifying sub scribers that th
231. fault Queue 1 0 1 0 0 00 100 0 0 07 0 00 1 54 1 0 10 58 00 AM Queue 2 0 0 0 0 0 00 00 0 00 0 00 0 00 0 0 10 58 00 AM Queue 3 0 0 0 0 0 00 00 0 00 0 00 0 00 0 0 10 58 00 AM Entire System 4 0 1 0 0 00 100 0 0 07 0 00 1 54 1 0 10 58 00 AM User Archie Leach 10 58 AM 4 Figure 106 Inserting a Standard URL _ URL displays in URL text box 3 To preview the URL before sending it to the customer click the Preview button to the right of the URL 4 Click the Send button or press Enter to send the URL to the customer 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 web browser opens containing links to the suggested answers If any answer is pertinent you can push the URL to the customer s screen which opens a page containing the answer details Chapter 4 Viewing customer session information 201 To access SmartAssistant suggested answers 1 Click the SmartAssistant button to open the Suggested Solution window Customers can not see the list of suggested answers Path Chat Home gt SmartAssistant Paisuogested soison E Suggested Solution Suggest View How do send a picture with my new camera phone Suggest View How do access my voicemail from my mobile phone Close Window User A
232. fields in an output level used to filter the data returned when drilling down to another output level This impacts what data is returned in 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 is used by the dialed number identification service RIGHT NOW TECHNOLOGIES 344 Editor A layout format on the content pane of the Administration Console when working with administration items The editor 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 ate 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 address 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 message that is auto matically sent by RightNow to customers or staff members The sending of email messages is trig gered by
233. g 9 Can you please send me information about calling plans TO Bwna Done trusted sites 4 Figure 139 Search Text Feedback In this example the word calling is misspelled The common word of is a stopword and is therefore not used for the search As a result the search text feedback suggests the search text charges outside calling area The misspelled word in the suggested search text is set in italic type Customers can click the suggestion to search using the suggested search text instead of having to type in the text field Note The Did You Mean section appears only when a possible misspelling is included Topic words Your RightNow administrator can also configure your site for topic words which associates a specific word or multi word phrase with a particular answer or web accessible document This ensures that the answer or document is always returned during a search containing that word RIGHT NOW TECHNOLOGIES 246 End User Interface Answets and documents that are associated with a topic word are displayed in the Recom mended Documents section on the Find Answers and Documents pages And the topic words defined for your application can be displayed in different styles when customers view search results Your RightNow administrator can also specify that an answer or document is always promi nently displayed regardless of the search text Figure 140 shows an an
234. g Contact p oe a ie Record N 011107 000058 b Contact E mail Summary phone number Customer m m tabs luckyducck example com Staff me Yom Stat oived Response Tech Ronald 11 10 2001 05 25 AM CST J Asgignedto Ronald At 11 10 2001 06 23 AM we wrote Interface Meath s AES i A j tech Open up your Alliance application Click on Options and select Go to account management From this page you Product can change your preferences so that you donDt receive any more phone calls My Game Is Not Listed Thanks Rakesh Kumar Customer Sharon Hitchcock 11 06 2001 11 35 PM CST See 1 AMDT a 2 AM e i put the wrong number and now have decided not to play because i have children who will answer the phone what can i do Figure 190 Viewing an Archived Incident Table 58 describes the display of field information for archived incidents Table 58 Archived Incidents Description Sidebar Tab Description Incident sidebar Displays the incident reference number the staff member and queue the incident was last assigned to the interface name and any customizable menu items that apply to the incident such as prod uct category and incident disposition Messages Displays the incident s discussion thread this is the active tab Details Displays the source of the incident and any custom fields associ ated with the incident Chapter 7 Viewing archived incidents 301 Table 58 Archived Incidents Description Continued
235. g chats from the wait queue on page 180 Spell Check Select this option to enable or disable spell check The user wait queue displays the names of customers in each queue and how long they have been waiting for an agent All user wait queue statistics are reported in real time You can resize and change the order of the columns on the user wait queue however when you log out and log in again the columns return to their default size and order Table 45 describes the information on the user wait queue Table 45 Agent Applet User Wait Queue Description Column Description User This column lists the first and last names of all customers in the queue Queue This column lists the queue each customer is waiting in Wait Time This column displays the length of time each customer has been in the wait queue Responses and URLs tabs The Responses and URLs tabs show RightNow Live standard responses and URLs that have been defined by your RightNow administrator You can click a folder and then double click any response or URL and automatically include it in your chat session For more information refer to Inserting standard responses and URLs on page 196 Chapter 4 System statistics 177 System statistics The system statistics contain real time and cumulative statistics of RightNow Live activity The Real Time System Stats grid displays the current state of each queue and of all queues combined T
236. g for answers using search and selection criteria Searching for answers using the Search function allows you to isolate answers that meet cer tain criteria You can search for answers containing words or phrases and you can also choose other criteria such as answers set to a particular status In addition you can choose to sort your search results using up to eight answer fields in ascending or descending order The folowing procedure shows searching for an answer using the default search and selection criteria To search for an answer using search and selection criteria 1 Click Search on the answer report ribbon RIGHT NOW TECHNOLOGIES 102 Answers Path Answers Report gt Search Search x Filters Languai Access Level J M Select All English US M NoYalue M User Access M Help M Everyone Status Assigned M Select All M Select All a M Private M No Value M Proposed M Logged In M Public M Abby Parker M Review M Administrator Andrew Larson b4 Phrases __ Similar Phrases I Exact Search _ Complex Expression Answer ID Limit and Order V Limitto 100 rows V Per Page Orderby Weight Desc Answer ID Asc Save as Defaults Restore Defaults Reset Search Cancel Figure 42 Answer Search Window 2 Enter field information described in Table 17 You can search using any combination of the following
237. g may appear here The wildcard character must be added to the end of a word or partial word Customers can also use a tilde charac ter before a word to perform a similar phrases search on that word only Word stemming and logical operators are also supported in this search technique Refer to Using special characters when searching on page 105 for a list of special characters that can be used when searching standard search fields in RightNow Service Search features RightNow Service contains several features to help customers find answers more quickly This section describes the features and includes examples of search results when these fea tures have been configured by your RightNow administrator Search term highlighting When customers search for a term on the Find Answers or Answer pages all occurrences of that term in the answer summaries are highlighted in the search results and also in the answers For example if a customer searches for roaming that word is highlighted See Figure 138 on page 244 Search terms are highlighted on both answer and document searches RIGHT NOW TECHNOLOGIES 244 End User Interface Path Find Answers gt Search Text roaming gt Search Fie Edt view Favorites Tools Help Support Home 705775 Aska Question Live Help My Stuff Login Help rch By 9 Can you please send me information about calling plans ras 11 Am I charged airtime when c
238. g systems Operator A symbol or word that represents a mathematical or logical action that can be applied to a condition or value Opportunity Information on a specific sale or a pending deal that is tracked and maintained in the knowledge base RIGHT NOW TECHNOLOGIES 352 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 An option to include a contact in mail ings and surveys Opt out An option to exclude a contact from mailings Organization Any company business unit of a large company or government agency that has an organization 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 Organiza
239. ge 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 Defining a process for publishing and reviewing answers 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 viewable answer The following process outlines the steps for efficiently capturing incident information and creating answers Step 1 Define a process for pr
240. gents available for a transfer Path Chat Home gt Transfer amp Communications Center Chat PPBQAD AX RIGHT Powered by RIGHT Tony Active Idle Average Average Chats Last Agent Sessions Sessions Handle Response Per Hour Update Dani Lion 1 o 000 245 o 8 48 00 AM User Int Archie Leach g 0 00 o 8 45 01 AM First Name Last Name Email Address Browser Duration 9 58 m IPARI I Archie Leach Tony listening Buret tonyb bigcoulior com Operating System Windows 2000 Internet Explorer 6 0 Dani Lion me Yom Tony Ja weeks ago Responses URLa Suggest collaboration Transfer Take offline Shortcut k Tony It s a 2004 model a Granite Peak bought it just a few Dani Lion OK think the warranty should transfer There s another agent with more experience about warranties than me Let me see if he s available Type your message here then click Send or press lt Enter gt E Type URL to be pushed here then click Send or press lt Ent a a Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Queue Online Ses
241. ght a phone from a third party and want to know if the warranty will transfer Conference Accepted By Archie Leach Responses URLs l Phone Service Plans Shortcut k Voicemail Access E Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Enter gt A Se Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Default Queue 2 0 2 0 0 00 100 0 0 07 0 00 0 00 o o 12 12 00 PM Queue 2 1 0 0 o 0 00 oos ooo 0o00 0 00 o o 12 12 00 PM Queue 3 1 0 0 o 0 00 0 0 000 0 00 0 00 o o 12 12 00 PM Entire System 2 0 2 0 0 00 100 0 007 000 0 00 o o 12 12 00 PM User Dani Lion 12 12 PM 4 Figure 115 Initiating Agent Notified of Accepted Conference Tip The initiating agent and customer are notified that the conference has started 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 Collaborating with a customer RightNow s Collaboration feature allows you to guide a customer through a web page using your mouse pointer to demonstrate actions In effect
242. h Right Click Answer gt Edit gt Smart Merge gt Refresh gt Select Action gt Close Content Products Categories Tasks 0 Details Attachments AuditLog Relationships Keywords DMCA V100 V200 V300 Notes Answer Type HTML URL File Attachment Question Answer Quick Preview BAA Normal Times New Roman fy 12 ba eg Bi ZB Avert Xs Toolbox a Answer Actions ab Insert Answer Link Conditional Sedion Search BS knowledgebase ba Smart Merge Design d Source gt To change your address simply log onto the Global Wireless Customer area Enter your wireless phone number and password to access your account Click My Profile to change your personal information in cluding your address eet tet eeeee The DMCA chip is installed in the lower side of the cellphone and defines the phone identity If the user is hanging the number or the cellphone provider it is sometimes necessary to change the chip First it is first necessary to disconnect the battery then unscrew the DMCA cover marked in red and pull out the old chip Be careful not to touch the chip contacts with unner finer hecance of the ctatic diccharae dancer Alternativelh mail in the cellnhone ta a Figure 76 Merged Answers Designation Tip To view the merged answer as it will appear on the end user interface click the Quick Preview tab Merging answer cont
243. h US Everyone Public 07 05 2006 03 19 PM Print 16 20 How do I check my billo English US Everyone Public 07 05 2006 03 19 PM Print 17 21 How doTreplace theba English US Everyone Public Brenden Foster 07 05 2006 03 07 PM rint 18 22 How do Ireport and dis English US Everyone Public John Jergenson 07 05 2006 03 08 PM Print 19 23 How do Ilocate the clos English US Everyone Public 07 05 2006 03 19 PM Print 20 24 How do roll over there English US Everyone Public 07 05 2006 03 19 PM Print 21 25 HowdoIaskformyph English US Everyone Public Faith Carson 07 05 2006 03 08 PM Pri Figure 81 Multi Selecting Answers 2 Click the Edit button on the report ribbon Note Figure 82 shows the standard workspace for working with multiple answers Your workspace may be different if your RightNow administrator configured a custom workspace for working with multiple answers RIGHT NOW TECHNOLOGIES 164 Answers Path Ctrl Select Answers gt Edit w Answer Multi Edit Gx Lg Save and Close 3X Delete Spell Check Status C No Change Assigned C No Change J Review On NoChange GH Pubishon NoChanse A Notes C No Change v Products Catego es S L Add Products E ategories a Mobile Phon neral Ov ount and Biling CO Replacement Repair Coverage 1g Distance S O Remove Products Manage My Account Online a Mobile Phones
244. h criteria with any of the following areas of the answet Note All options are selected by default Summary Select this check box to search the Summary field for answers you can merge RIGHT NOW TECHNOLOGIES 156 Answers Table 40 Smart Merge Window Description Continued Field Description Key words 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 Answet 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 Make Parent Answer Private Select this check box to make the answer Private 4 Click the Refresh button The results will display on the Smart Merge window Tip Smart Merge performs the search based on the search criteria specified on the Smart Merge window The results display matched answers sorted by relevance Chapter 3 Merging answers 157 Path Right Click Answer gt Edit gt Smart Merge gt Refresh E smart Merge x Parent Answer How do I change my address il Include in Search V Summary V Keywords Question Answer All End User Visible ID Summary Weight Access Status 29 How dol change the DMCA chip in a V1
245. h 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 Before or after you respond to the customer you can forward the incident to others within and outside your organization 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 When you click the Incidents button on the navigation pane the navigation list displays all of the reports and items added to this button by your RightNow administrator The Incidents button plus all the other buttons you have access to are part of the navigation set defined in your 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
246. hat either raises or lowers the answer s solved count A rating of 0 decreases an answet s solved count The following section describes how solved count works Solved count and score 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 when cus tomers select and view answers explicit data is compiled when customers rate the effective ness of individual answers Using these solved count values RightNow Service can dynamically rank the answers by their usefulness and present customers with the most effec tive answers first Note By default the Solved Count feature is enabled Your RightNow administrator can configure the rate and frequency by which the solved count of unused answers is reduced RIGHT NOW TECHNOLOGIES 238 End User Interface The answet s score value is a calculated value equal to the answer s solved count combined with any fix at positions specified in the answer s Display Position drop down menu Implicit ratings Implicit ratings are gathered as customers view answers If a cus tomer views an answer the solved count increases If the customer continues to another answer the solved count of the first answer is decreased so answers viewed early in a session have the smallest solved count increase The solved count is also increased when you or another agent use a Smart
247. hat groups the knowledge base into clusters of related answers and labels each cluster group with keywords that define those answers See also Data mining Collaboration A feature in RightNow Live that enables agents to guide customers through web pages using the mouse pointer to demonstrate actions 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 period 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 An option for identifying other par ties pursuing the same opportunity RIGHT NOW TECHNOLOGIES 340 Compile A process that runs the compiler engine to check states functions and rules within a tule 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 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 or partial word and a t
248. he Cumulative System Stats grid also reports on system activity of each queue and all queues combined Cumulative system statistics are updated by default every minute and over a span of the past thirty minutes The system stats settings can be configured by your RightNow administrator Table 46 describes the system statistics displayed on the agent applet Table 46 Agent Applet System Statistics Description Column Description Real Time System Stats This grid displays the following information in real time about the current state of each queue and all queues combined Queue This column lists each chat session queue RightNow Live has one default queue RightNow Live Default Queue Note Place your cursor over a queue name to display the agents assigned to the queue Agents Online This column shows how many agents are logged in and assigned to each queue and how many agents are logged in across all queues Idle Sessions This column shows how many available sessions exist for each queue and the total number of available sessions across all queues Users Chattin his column shows how many customers ate engaged in chat ses y Sag sions with agents Users Waitin This column shows how many customers are waiting to have their 8 y 8 chat request accepted by an agent Longest Wait This column shows the amount of time that a customer has been in each queue Cumulative System Stats This grid reports
249. he customer and agent is located on the Messages tab shown in Figure 9 The type of entry customer entry response or private note is indicated by color coding on the tab Using the View drop down menu you can filter displayed threads by type use the Sort menu to display threads by descending or ascending date RIGHT NOW TECHNOLOGIES 36 Incidents Path Right Click Incident gt Edit Messages _Contacts Detais Time Biled 0 Tasks 0 Organization Session 0 Attachments Audit Loa C Send On Save 4 Smart Assistant QQ Search Knowledgebase Standard Text A Undock g 3 View All Sort Date Ascending Response O i Edi 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 Card Customer By Web Form 5 Lisa Baker 02 05 2007 07 06 PM AILI see is when my phone rings Figure 9 Adding a Response on the Messages Tab The customet s question if submitted through the end user interface 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 oth
250. he following options No Channel By Phone By Fax or By Post To identify a channel for a private note click the 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 Type the customer entry or note in the text window Chapter 2 Adding content to the response 39 Adding content to the response 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 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 customet 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 Path Messages gt SmartAssistant SmartAssistant x li Click on add as link or add as text to insert the answer external docum
251. he letter U is prominent The collaboration control button prevents web browser crashes that can occur when both agent and customer are trying to control the collaboration site at the same time Path Chat Home gt Collaboration Control Collaboration control button showing agent control amp Communications Center Chat u 2 PIPBAD JX Poweredby RIGHT Tony i Tarama e ODS a amp 0 0 00 0 23 o 12 35 13 PM User Information First Name Tony listening Last Name Burnett Email Address tbumett bigcoulier com Operating System Windows 2000 Browser Internet Explorer 6 0 en_US Duration 1 46 Archie Leach me Yom Tony mu Tam Tony l m trying to order a new phone but the form keeps saying my credit card number is invalid What am doing wrong Archie Leach Why dont we have a look at the form together Is Responses URLs Phone Service Plans Shortcut k Voicemail Access Collaboration http global qa lan H X Type your message here then click Send or press lt Enter gt Type URL to be pushed here then click Send or press lt Enter gt aA Se Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wail sponse Handle Handled Abandoned Update
252. he 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 Ifyou 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 RIGHT NOW TECHNOLOGIES 64 Incidents To send a response to the primary contact 1 Select the Send 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 Path Click Slider Bar Messages _Contacts Detais TimeBiled 1 Tasks 2 Organization Session 6 Z Attachments AuditLog Send On Save Smart Assistant QQ Search Knowledgebase Standard Text A Undock To Julie Franklin ifranklin example org Cc _ jadd View All Sort Date Ascending ii Customer By Web Form Julie Franklin 06 29 2007 08 49 AM How do change my address Bec Attach Sign EE Slider bar Figure 31 Options for Sending a Response 3 Click the Cc or Bec button to open the Select Names
253. he search results will be unlimited rows Type the number of rows you want to limit the search results to Note If the Limit To check box is cleared this field will be dis abled Order by Click the underlined text next to this field to open the Sort window and select a field to sort by Sort fields include Answer ID Sum mary Language Access Level Status Assigned Date Updated and Weight You can also choose to sort in ascending or descend ing order Note To sort by additional fields select the field from the Then By drop down menu You can sort by up to eight answer fields in ascending or descending order 3 To save the current search and selection criteria as the default settings click the Save as Defaults button Chapter 3 Searching for answers using search and selection criteria 105 4 To restore the selection and search criteria to the default settings click the Restore Defaults button 5 To reset the current selection criteria to their default values click the Reset button 6 Click the Search button to view the answers meeting your selection and search criteria To return all answers leave all fields blank in the Answer Search window and click the Search button Using special characters when searching RightNow Service supports wildcard searching and also allows other characters to produce more accurate results This section contains a list of the characters you can use including how
254. he topic clusters of the knowledge base to find their own answers Chapter 5 Searching with Browse 251 Path Find Answers gt Browse Find Answers Microsoft Internet Explorer 5 xj Fie Edt View Favorites Tools Help a Login Help Search Tips Search by Keyword Search Poweredby RIGHT Most Popular Answers Most Popular Answers Am charged amima when check my voicemail from my Call Global Wireless Meeeading Available Charged melie p one z Airtime V200 Verden V300 10 What is roaming 4 Time Customers Receive Bill Month Weekend 2 What is a dropped call Which phones have text messaging Can you please send me information about calling plans What s the difference between Peak and Off Peak time How do change my address Do you have service area maps What is airtime Are there any shortcuts for listening to voice messages Which phones are available for Global Wireless When will receive my monthly phone bill E _ trusted sites Z Figure 145 Multi Level View in Browse When customers click a folder on the left the files and folders in that branch or cluster are displayed on the right The Most Popular Answers folder opens by default Customers can then follow a branch by clicking a subordinate folder or view a specific answer by clicking a file When customers open a folder to see answers and subordinate folders the top level folders remain vis
255. heck my voicemail from my wireless phone 2 What is roaming a 4 How do place a call when my phone is roaming Figure 138 Highlighted Search Results Search text feedback When customers search for answers their search text might include misspellings stopwords ot words that are not found in any answers After a search is completed RightNow Service provides feedback about the search terms used This feedback can help customers refine their search to return more appropriate results Figure 139 shows the feedback for the search phrase charges outside of regional callin area Chapter 5 Search features 245 Path Find Answers gt Search Text charges outside callin area gt Search ee Lay a NIDA F Find Answers Microsoft Internet Explorer File Edit View Favorites Tools Help Support Home M Aska Question Live Help My Stuff Login Help p san e Search by Product Search by Catego Search by Keyword Search Tips All z All z charges outside of regional callin area Search Search By Phrases x Pomeredby RIGHT Did you mean charges outside calling area These words are very common and not included of These words were not found regional 6 Answers Available Answer 1D Summary 2 What is roaming 1 How do change my address 3 Do you have service area maps 1 Am charged airtime when check my voicemail from my wireless phone 4 How do place a call when my phone is roamin
256. ht Click Incident gt Edit gt Incident gt Time Billed gt New Time Billed x Faith Carson x Date 06 29 2007 08 31 AM Billed By Billable Task Miscellaneous v Duration 2 Hous 0 Minutes Notes Cancel Figure 21 Adding Time Billed to an Incident 4 Enter field information described in Table 8 Table 8 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 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 RIGHT NOW TECHNOLOGIES 52 Incidents Table 8 Time Billed Window Description Continued Field Description 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 on the incident toolbar to save your changes on the Time Billed tab Modifying time billed entries You can edit and delete time billed entries as necessa
257. htNow 8 2 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 RightNow 8 2 Standard Reports Reference Contains a description of each standard report available in RightNow Service RightNow Marketing RightNow Sales and RightNow Feedback RightNow 8 2 Service Administrator Manual Contains procedures for configuring RightNow Service This manual addresses service level agreements standard text and answer variables in the content library product linking the end user interface Offer Advisor RightNow Live RightNow Wireless and incident archiving RightNow 8 2 Service User Manual Contains procedures for customer service agents working with RightNow Service This manual addresses incidents incident archiving Offer Advisor RightNow Live answers the accessibility interface and the end user interface RightNow 8 2 Marketing User Manual Contains procedures for staff members working with RightNow Marketing This manual addresses audiences the content library mailings and campaigns Chapter 1 Important Tip RightNow 8 2 documentation 13 RightNow 8 2 Sales Administrator and User Manual Contains procedures for the RightNow administrator and all staff
258. i sor 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 5 Click the Save and Close button to save the incident and record the customer s responses to the offers If you do not save the responses the reports generated by managers and marketing staff will not account for these responses and the historical information with this customer will not be accurate for future interactions Note Ifyou 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 promotion or sugges tion and select Yes Interest or No to document the response appropriately RIGHT NOW TECHNOLOGIES 294 Offer Advisor Chapter 6 295 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 e Accessing archived incidents Contains the procedure for accessing archived incidents Refer to page 296 e Searching for archived incidents Contains the procedure
259. ible This enables customers to view the whole knowledge base while narrowing and focusing on a single answer The open folder and its subordinates share a background color for easy identification of where the answers are in the folder list Using search text in Browse Customers can also search in the Browse mode in the same way they would for a similar phrases search however the display of the search results is different RIGHT NOW TECHNOLOGIES 252 End User Interface Path Find Answers gt Browse Multi Level View gt Search Find Answers Microsoft Internet Explorer File Edit view Favorites Tools Help Support Home E O 7 Aska Question My Stuff Login Help Search Tips Search by Keyword roaming Search Poweredby RIGHT Topics 1 related Topics or Subtopics Answers in Selected Topic G Most Popular Answers H What is roaming E Call Global Wireless yan aay sale Charged E Can you please send me information about calling plans Airtime V200 Yerden V300 7 t Am charged airtime when check my voicemail from my Time Customers Receive Bill Month Weekend 0 2 Gwireless phone What is a dropped call Which phones have text messaging How do change my address Do you have service area maps 2 What is airtime B Are there any shortcuts for listening to voice messages Which phones are available for Global Wireless E http global upgrade qa lan cgi bin glabal cfg php end
260. ibrary for email mime encoding decoding is 1996 1998 to Douglas W Saunder Base64 data encoding is 1996 to Internet Software Consortium Brill NLP Tagger natural language parser is 1993 MIT and University of Pennsylvania Expat XML Parser XML parser is 1998 2000 to Thai Open Source Software Center Ltd and Clark Cooper and 2001 2002 to Expat Maintainers GIF Image Reading Routines image reading routines is 1990 1991 1993 to David Koblas Semaphore Implementation generic semaphore routines for live server is 1995 to UMASS CS Dept Scandir for Solaris and Win 32 utility routines code is 1997 2003 to the PHP Group Regular Expression Library pattern matching library is 1992 1994 to Henry Spencer PDF Library is to PDFlib GmbH PopChart Enterprise is to Corda Technologies Inc eWeb Edit Pro XML is to Ektron Inc SSCE Java Source spell checker is to Wintertree Software Inc libxslt xml transformation tool is 1998 2000 to David Veillard log4net logging tool is 1999 to the Apache Software Foundation awk data encoding data encoding is 1997 to Lucent Technologies Open SSL secure data transfer includes cryptographic software written by Eric Young eay cryptsoft com strftime utility routine code is 1989 the Regents of the University of California strtoll utility routine code is
261. ications profile information service contracts if applicable and customer password Customers can access any area by clicking the buttons below the tab bar or the links on the page Questions When customers click Questions they are provided with a list of all questions they have sub mitted Customer questions show up as incidents on the administration interface Custom ers can track their questions check the status and view details of their questions and update their questions with new information This option allows customers to manage their ques tions and can assist you in solving problems For example if a customer submits a vague question that you are unable to answer the customer could add information to clarify the issue saving you time and possibly helping you answer the question more quickly Note Your RightNow administrator can configure the My Questions page to allow custom ers who are associated with an organization to display all questions from other cus tomers associated with the organization Path Support Home gt My Stuff gt Login gt Questions Z My Questions Microsoft Internet Explorer 5 xj Fie Edt View Favorites Tools Help amp me Support Home Answers Aska Question Live Help 5 Logout Help F overen JN ovestons NNN vorran D Pronte S change Password Logged in as Laura Chandler Search by Product Search by Category Search by Keyword an xj far X Search
262. ices Services provided by RightNow Technologies including training sup port and consulting Profile A mechanism for controlling access to administration functions and for assigning staff members specific permissions default workspaces 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 customers 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 or 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 RIGHT NOW TECHNOLOGIES 354 Propose answer A function for proposing that an incident s solution be added to the answers available to customers on the end user interface The proposed answer is reviewed by the knowl edge engineer who determines if it should be made public and if so its access level status lan guage and visibility Proposed One of four default answer statuses This answer status indicates that the answer has been proposed by a staff member fr
263. id What am I doing wrong Archie Leach Why don t we have a look at the form together Is Responses URLa Phone Service Plans Voicemail Access Shortcut k Collaboration http iglobal qaJan E Type your message here then click Send or press lt Enter gt it appears the 4 digit security code was the problem will speak with our Marketing department and ask them to update the instructions so they are more explicit Type URL to be pushed here then click Send or press lt Enter gt A o Real time System Stats Cumulative System Stats Last30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Default Queue 1 0 1 o 0 00 100 0 oo ooo 0 00 o o 12 39 00 Ph Queue 2 0 0 o oO 0 00 oos 000 000 ooo o 0 12 39 00 Ph ETEN Ta n n __ an nns nm non nm n n 119 20 01n Ph User Archie Leach 12 39 PM zZ Figure 118 Chat Section after Collaboration Session To take control of the collaboration site when the customer has control click the top por To end the collaboration session close the web browser You will return to the chat The URL that was pushed when you initiated collaboration wi
264. ided search or multi level browse which enables customers to view the topic clusters of the knowl edge base to find their own answers See also Multi level Browse and Single level Browse 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 answers incidents opportunities and tasks update records assigns SLAs and create Offer Advisor 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 Callback request An option for customers to request a telephone call from a RightNow Live agent 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 base Staff members can classify answers and incidents by category and up to five additional
265. idents so that management can plan for better use of staff time These statistics can also identify products or issues that are 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 incident 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 To add time billed to an incident 1 Right click the incident on the content pane and select Edit 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 Chapter 2 Path Right Click Incident gt Edit gt Incident gt Time Billed Tracking your time Messages Contacts Detail F New PEdit 3X Delete Time Billed 0 Tasks 0 Organization Session 0 Attachments AuditLog options Date Created 06 29 2007 08 30 AM Total Billed Minutes Oh 15m Oh 15m Billable Task ID Miscellaneous Account ID Faith Carson Action Edit Delete Figure 20 Time Billed Tab 3 Click the New button to open the Time Billed window Path Rig
266. ields RIGHT NOW TECHNOLOGIES 282 End User Interface To ask a question customers select Ask a Question on the Support Home page If they are not already logged in a login page opens After logging in customers can select a product to open the Ask a Question page enter the question and submit it Path Ask a Question gt Select gt Product gt Select gt Select Ask a Question Global Enter Description Enter Email Address Edit Options Figure 176 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 more information Refer to the RightNow 8 2 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 password or create an account For more information about the My Stuff page refer to My Stuff on page 262 After logging in customers open the Support Home page with My Stuff options From this page the following options are available e View a question Update a question e Access account profile information To view a question customers first select My Questions and then select the que
267. ightNow Wireless 278 subscribing to answer updates 234 Find Answers page field descriptions 229 flags answers 110 incidents 33 Forward Incident window field descriptions 71 forwarding incidents 70 77 RIGHT NOW TECHNOLOGIES 370 G guide Offer Advisor window 290 H help end user interface 276 hot keys standard text 47 HTML answers adding in design mode 112 in source mode 115 HTML editor inserting images 142 tables 143 Hyperlink Editor field descriptions 141 hyperlinks inserting in answers 140 Image editor field descriptions 142 images inserting in HTML 142 implicit rating for answers effect on solved count and score 238 inbox filling 26 incidents adding on accessibility interface 309 on RightNow Console 68 answers adding to incidents 39 archiving overview 295 billable tasks 51 contacts adding and editing 47 creating from chat sessions 212 customer entries adding to incidents 38 deleting 75 77 editing 27 32 75 end user interface added from answer feedback 236 incidents continued end user interface added from Ask a Question page 258 added from site feedback 275 viewing previously submitted 263 files attaching to incidents 56 filling inbox 26 flags 33 forwarding 70 77 notes adding to incidents 38 Offer Advisor 286 offers presenting 61 opportunities creating from incidents 62 printing accessibility interface 310 archived 301 proposing as answers 73 reassigning 77 reco
268. igned 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 enduser and mail directories for further modification of the end user interface and the format of the email messages sent to customers See also File Manager and Basic File Manager 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 sub folders and files on the right Explorers are available for certain adminis tration items on the Administration Console and certain components on the RightNow Console Expression A component of fixed and run time selectable filters that defines a function database column value or any combination of the three 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 marketing campaign FCRR first contact resolution rate A statis tic that reports how often staff members or groups solve incidents
269. ilde 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 end user interface in RightNow Service 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 Live session opportunity organization target or task matches a business rule Rules can contain multiple conditions Conditional section A section of text in a doc ument that appears only to those contacts meeting certain criteria See Document Conference A feature in RightNow Live that enables an agent to conference another agent into a chat session with a customer Configuration Editor The editor for customiz ing configuration settings Configuration settings All of the settings accessed from the Configuration Editor to config ure and customize a RightNow interface including enabling and disabling features and RightNow products Configuration Wizard An interactive utility for customizing and configuring RightNow Configuration categories include Outgoing Email Support Home Answers Ask a Question My Stuff Security Incidents Agedatabase Utility and SmartAssistant Response
270. 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 ribbon allows you to add an incident edit copy delete print forward assign and propose incidents search for an incident refresh the report or reset the search criteria Note You can right click any incident and select the same functions that are available on the incidents report ribbon RIGHT NOW TECHNOLOGIES 18 Incidents Standard workspace for incidents RightNow Service provides a standard workspace for working with incidents The workspace defines which fields are available which toolbars and buttons are displayed and how the information is organized on the content pane Figure 2 is an example of the standard incident workspace Path New gt Incident 9 070413 000001 ox PF New la Save L4 Save andclose Offer Advisor yoPropose Y 3 QO Hep Subject Reference 070712000001 cene S tC lt CS S 7 SPSTCt t lt CSCS Status Unresolved z Organization Name C Assigned Service Product Faith Carson 7 No Value id Disposition ie Value 7 Categow ino Value x Messages _ Contacts Details Time Biled 0 Taskst0 Organization Sessionto attachments AuditLog ave 4 Smart Assistant QQ Search
271. ind 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 self learning features are the backbone of self service enabling you to present the most his RIGHT NOW TECHNOLOGIES 82 Answers torically useful answers first to suggest answers related to the customer s current question and to group similar answers for presentation in the Browse feature In addition effective answers will make your maintenance tasks easier as information ages and changes Use the following guidelines to create clear focused answers e 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 answers should contain an adequate amount of text that explains the issue With lim
272. ing and selecting Append To Thread Presenting offers Tip 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 order 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 criterion You should strongly consider any offer with Yes displayed on a green background in the Dup column This indicates a product that appears in both promotions and suggestions To 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 To enter search terms 1 To search for matched terms click the Search button on the bottom of the Offer Advisor window RIGHT NOW TECHNOLOGIES 292 Offer Advisor Path Offer Advisor gt Seatch Offer Advisor Search x Figure 186 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 on
273. ing sent to the recipient Additionally you can forward an incident using the Cc and Bec fields Note The Forward button is not enabled until after you have saved an incident you are add ing To forward an incident 1 Right click the incident in an incidents report and select Forward Or With the incident open click the Forward button Chapter 2 Forwarding incidents 71 Path Right Click Incident gt Forward SB Forward Incident x Toy Co Bec Subject FWD Blocking calls to external area codes Send Contact Information Exclude Notes Incident Files Org chart doc Global support reps doc Response Files 8 add Files gt Name Size Created Updated lt gt Comment S MIME Sign Do not encrypt x Figure 35 Forwarding an Incident 2 Enter field information described in Table 12 Table 12 Forward Incident Window Description Field Button Description Click this button to open the Select Names window Select the name of the recipient and click the To button to insert the name in the field To select additional recipients press Ctrl while making your selections After selecting the recipient click the OK button on the Select Names window Note You can also type the email address of the recipient in the text field Click this button to open the Select Names window select the recipient s name and click th
274. ing to your web browser s print menu RIGHT NOW TECHNOLOGIES 168 Answers Previewing answers Before making an answer available to customers you can preview it on the end user interface 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 on answer visibility refer to Controlling answer visibility on page 83 To preview an answer 1 Right click the answer on the content pane and select Preview Path Right Click Answer gt Preview El Answer Preview File Access Level Can you please send me information about calling plans eee esti ReplacementRepair Coverage Jaagi Answer ID 9 Category Category Information General Information ERE Information about our calling plans robust service with nationwide long distance and no roaming charges in the continental United States Last Updated 07 05 2006 03 08 PM Access Level Everyone f ei Executive Our executive plan is perfect for the professional on the go It offers I f f Nationwide Great for keeping in touch with your friends and family around the country You ll enjoy 1 000 anytime minutes and 3 000 night and weekend minutes to anywhere in the United States Family Plan Today s families are mobile Try our family plan to share minutes Email Answer between two three o
275. ing you free downloadable ring tones If you want to take advantage of this offer go to www freerinatones example com and enter code Ring Me to order the tones you want at no charge Product Details Product Details are unavailable Figure 29 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 291 To present an offer 1 From an open incident click the Offer Advisor button to open the Offer Advisor window 2 Select the offer you want to present to the customer 3 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 4 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 5 Click the drop down menu and select Yes Interest No or Defer RIGHT NOW TECHNOLOGIES 62 Incidents 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 info
276. ion iQ Status Not Started y Contact iQ Percent Complete Incident iQ Priority No Value M Answer Can you please send me information about caling plans ey Due Date No Value Campaign iQ Planned Completion No Value Mailing iQ Completed No Value E Survey iQ Task Type Anewe Document iQ Notes Figure 53 Adding a Task to an Answer 4 Type 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 RightNow 8 2 User Manual 6 Click the OK button Chapter 3 Adding answer details Adding answer details 125 The Details tab contains information associated with the selected answer You can control the display position on the end user interface notify subscribers of changes to the answer and define the review and publish dates for the answer Table 22 describes the fields on the Details tab Table 22 Answer Details Tab Description Field Description Display Position Click this drop down menu to determine the answet s display posi tion on the end user interface Historical Usefulness Select this option to use customer feedback to adjust 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 solve
277. ional options for finding accu rate information The Manually Related section of the Relationships tab consists of a toolbar and a list of man ually related answers The toolbar is located above the manually related answer list Figure 61 shows the Manually Related section on the Relationships tab Path Right Click Answer gt Edit gt Relationships Manually Related Answers e add Pedit Print x Remove Preview J Options aaa ID Summary Action 22 How do I report and disconnect a lost or stolen cell phone Edit t 4 Figure 61 Manually Related Answers Section Table 30 describes the buttons on the Manually Related section toolbar Table 30 Manually Related Answers Section Toolbar Description Button Description 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 answer and an existing answer The Answer Search window will display to allow you to search for an existing answer For more information about searching for answers refer to Searching for answers on page 101 EZI Click this button to edit the selected answer Ere Click this button to print the selected answer Remove Click this button to remove the answer from the list RIGHT NOW TECHNOLOGIES
278. ions Path Offer Advisor Offer Advisor Julia Maxwell x Promotions Found 3 Name Summary Rank Yes Match Dup Response Action Free ring tones 1 a o No Set Response Extended warranty Add 90 extra days with the purchaseofa 2 47 0 No Set Response Back to school p Package deal on phones for students 3 A 0 No Set Response Guide Free ring tones Because you purchased a cell phone from us in the past 30 days we re offering you free downloadable ring tones If you want to take advantage of this offer go to www freeringtones example com and enter code Ring Me to order the tones you want at no charge Product Details Product Details are unavailable Figure 181 Offer Advisor Window Notice that the customer s name appears in the title bar of the Offer Advisor window The following sections describe the information on the Offer Advisor window RIGHT NOW TECHNOLOGIES 288 Offer Advisor 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 prese
279. ions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Default Queue 1 a 1 0 0 00 0 0 1 00 0 00 0 00 o o 1 20 00 PM Entire System 1 o 1 a 0 00 0 0 1 00 0 00 0 00 o 0 1 20 00 PM Figure 101 Callback Request with Open Chat Session Option 2 After speaking with the customer on the telephone click the Done button to close the chat section Or Click the Open Chat Session button to open a chat session with the customer this assumes the customer has not disconnected from the Internet to free up their phone line We recommend speaking with a customer on the telephone and asking for their permis sion before engaging in a chat with them For information on chatting refer to Chatting with a customer on page 190 Chapter 4 Using agent chat tools 195 The next section discusses chat management tools that you can use while chatting with cus tomers 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 Live 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 them Chatting with another agent You can also request a chat session with another agent to assist you in solving customers issues This option allows you to have an internal chat with anoth
280. iple 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 end user interface Is your answer assigned to at least one product category that is visible 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 ou ca eview an answer to view it as custome ill see it o e end user interface Refe Ye n previ n answer to view it as customers will see it on the end user interf Refer to Previewing answers on page 168 RIGHT NOW TECHNOLOGIES 86 Answers 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 on 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
281. is play their position Chapter 4 Java client 185 3 An agent accepts the chat request and begins chatting with the customer Haix You are connected to Mary Serviceagent listening Chat Dialog Mary Serviceagent Hi my name is Mary Serviceagent zj How may help you Type your message here then click Send or press lt Enter gt a gt Send t Hang Up Figure 92 Customer Interface using the Java Client RIGHT NOW TECHNOLOGIES 186 RightNow Live 4 Ifthe agent sends suggested answers or pushes URLs to the Java client both will open in a separate web browser Fo uverssstance TT You are connected to Mary Serviceagent listening Chat Dialog Mary Serviceagent Hi my name is Mary Serviceagent How may help you John Can you point me to your web site URL Received http www example com B Type your message here then click Send or press lt Enter gt E Send f Hang Up bE ETPP Find Answers We store all resolved problems in our solution database Search by product category keywords or phrases V Ask a Question Submit a question to our technical support staff who will reply to you by email Vinge My Stuff Login to check the status of your questions modify your answer update notifications update your personal profile or access restricted information and features Yv 7 Provide Feedback Submit a suggestion complaint or other feedback ab
282. is answer has been added or updated The options include no notification notifying this hour and notifying at the end of the day week or month RIGHT NOW TECHNOLOGIES 328 Accessibility Interface 4 Click Back to Top and select Answer Details Or Scroll down to view the Answer Details and Meta Answer information Path Answer Details EN New Answer global__82 bab Answer Details Notes File Attachments Number of Attachments 0 Audit Log is empty Back to Top Meta Answer File Attachments Number of Attachments 0 Audit Log is empty Add Product Add Category Back to Top Cancel User Faith Carson Figure 205 Adding Answer Details and Meta Answer Information 5 To add notes about the answer type your comments in the Notes field 6 To view or add file attachments for the answer click File Attachments or press Alt f then Enter 7 To view the audit log for the answer click Answer Audit Log 8 To view or add file attachments for the meta answer click File Attachments under Meta Answer or press Alt i then Enter Note Meta answets are collections of answers all having the same products and catego ries This sibling answer relationship is defined on the RightNow Console not on the accessibility interface however you can attach files to meta answers and edit meta answer products and categories on the accessibility interface Chapter 8 Working on th
283. 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 a red bullet or the field name appears in red text or both RIGHT NOW TECHNOLOGIES 12 Introduction RightNow 8 2 documentation RightNow Technologies offers manuals guides and documents to help you install adminis ter and use RightNow products including RightNow Service RightNow Marketing RightNow Sales and RightNow Feedback 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 8 2 Administrator Manual Contains procedures for configuring options common to RightNow Service RightNow Marketing and RightNow Feedback and RightNow Sales This manual addresses staff management common communications cus tom fields customizable menus monetary configuration business rules system configura tion database administration contact upload multiple interfaces screen pops computer telephony integration CTT and the external suppression list RightNow 8 2 User Manual Contains procedures common to all staff members includ ing customer service agents marketing personnel and sales representatives This manual addresses organization and contact records tasks notifications and CTI Rig
284. ist 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 setved as web pages by RightNow RIGHT NOW TECHNOLOGIES 364 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 search 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 Win loss factor An option for classifying and recording reasons for winning or losing an opp
285. ited 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 is 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 is 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 Keyword field is an additional field not viewable by customers used during keyword indexing of an answer You can enter supplemental keywords phrases or text that r
286. iting answers can affect other answers associated with it You can also edit multiple answers at one time refer to Editing multiple answers on page 162 To edit an answer 1 Right click the answer on the content pane and select Edit Chapter 3 A Caution Editing answers and related answers 161 Path Right Click Answer gt Edit w 24 How do roll over the remaining minutes from one month to the other Gx T new lal Save L Save and Close t Print X Delete L Preview 7 Spell Check 5 Expand Qinfo Help Summary How do roll over the remaining minutes from one month to the Status Public v Language English US va other Assigned Access Level Everyone vic E Content _Products Categories Tasks 0 Details Attachments AuditLog Relationships Keywords Rollover Contract Notes Answer Type HTML URL File Attachment Question Answer Quick Preview Lhaaa 8 IS RES Fee Ss S Normal 7 Times New Reman im 12 oA sd Bot EB Ad 2 Toolbox How do I roll over the remaining minutes from one month to the other ab Insert Answer Link Conditional Sedion ipa Search cnowledgetiace me Smart Merge Design Source Figure 79 Editing an Answer 2 To change the answer type select the radio button next to the answer type For informa tion refer to Adding answers o
287. itional sections Conditional sections will dis play as text in the appropriate fields of the answer For information on conditional sections refer to Conditional sections overview on page 151 This section contains procedures for merging answers and merging answer content 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 identify similar answers and merge them Merging answers provides your customers with more complete information and can help you eliminate duplicate answers RightNow Service also includes functionality to merge answer content For more informa tion refer to Merging answer content on page 158 To merge similar answers 1 Right click the answer on the content pane and select Edit 2 Click the Smart Merge button on the toolbox Chapter 3 Merging answers 155 Path Right Click Answer gt Edit gt Smart Merge E smart Merge x Parent Answer How dol change my address Include in Search Summary X Keywords X Question X Answer All End User Visible acetal ID Summary Weight Access Status A 15 When will receive my monthly phone bill 19 Everyone Public Action 29 How do change the DMCA chip in a 100 V200 or V300 cellphone 15 Everyone Public Action 38 Can continue to use the same cellphone number after leaving my e
288. itioning 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 Tip You can see how the answer will appear to customers with different access levels on the end user interface using the Preview functionality Refer to Previewing answers on page 168 To edit 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 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 152 To change the access level double click the conditional section to open the Access Level s window and select the access level or multiple access levels Click the OK button to assign the selected access level s and close the Access Level s window RIGHT NOW TECHNOLOGIES 154 Answers 5 Click the Save and Close button to save your changes to the answer Merging answers In RightNow Service you can effectively manage the answers in your knowledge base by merging similar answers or merging the content of one answer with another answer In addi tion merging answers will also merge any cond
289. ity sechmail 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 more 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 RIGHT NOW TECHNOLOGIES 350 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 A typical mask is one used for domestic phone num bers which requires that thirteen numbers be typed in the field Menu
290. k 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 the promotions in order of match where a high value indicates a strong match click the Match column heading Lower ranking promo Chapter 6 Suggestions Found 289 tions 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 291 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 Path Offer Advisor Offer Advisor Julia Maxwell x Promotions Found 1 Name Summary Rank Yes Match Dup Response Action Promation for Holidays 2006 1 0 0 Yes Set Response Suggestions Found 2 Name Summary Rank Yes Match Dup Response Action 2yr 400 Airtime Two years 400 Minutes Airtime Unlimited 0 0 l Set Response 1yr 600 Airtime One year 600 Minutes Airtime Unlimited 2 0 0 No e ons Guide Holidays 2006 Promotion for Holidays 2006 2yr 400 Airtime Unlimited Nights amp Weekends Product Details Two years 400 Minutes Airtime
291. l Figure 15 Selecting a Standard Text Item 5 To change the incident where you want to insert the standard text click the Incident drop down menu and select a different incident 6 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 7 To add other standard text items to the response repeat steps 1 through 6 8 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 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 47 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 respon
292. l Rule Click this button to insert a horizontal line Table Click this button to insert a table Refer to Inserting tables on page 143 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 Chapter 3 Tip Adding answers 115 Table 19 Toolbox Description Continued Button Description Button canvas to edit the button text Click this button to insert a button Double click the button on the 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 aging anchors on page 149 Click this button to insert an anchor in the answer Refer to Man 4 To preview the answer content as the customers will see it on the end user interface click the Quick Preview tab You can also preview the answer and change the assigned access levels to view answer vis ibility by clicking the Preview button on the Answer toolbar For more information refer to Previewing answers on page 168 Path New gt Answer gt Content gt Quick Preview Content Products Categories Tasks 0 Details Attachments AuditLog Relationships Keywords dropped calls Notes Answer Type HTML URL File Attachment Question Answer Quick Preview
293. l be notified by email Refer to Notify Me by Email on page 234 How well did this answer your This option allows customers to rate the effectiveness of the question answer If they rate the answer below 100 a feedback form opens where they can provide feedback on why the answer did not completely answer their question Refer to How Well Did This Answer Your Question on page 236 Customers click this button to submit their answer rating Users who viewed this answer have also viewed This section contains a list of related answers links Customers can click a link to view the details of a related answer Refer to Viewing related answers on page 238 Back to Search Results Customers click this link to return to the Find Answers page If a search was conducted the Find Answers page contains the answers that met the search criteria otherwise the page contains the initial list of answers The following sections contain descriptions of the options available to customers when view ing an answer Notify Me by Email Customers can choose to be notified by email whenever an answer is updated For example some customers may want to be notified when the answer about a new product s release date is updated They would then be notified if the release date changes Note Customers must have a valid customer account to subscribe to notifications Chapter 5 Viewing answers 235
294. led a contract on the end user interface with Ask a Question permissions For information on contracts refer to Contracts on page 272 When a customer clicks the Ask a Question link or tab the Ask a Question page displays Path Support Home gt Ask a Question 2 Ask a Question Microsoft Internet Explorer siolxi Support Home Answers IT TI Identification Question Data Additional Information Attach Documents to Question ap browse e When You are Done Figure 149 Ask a Question Page TECHNOLOGIES 258 End User Interface Customers type their user ID or their email address if they do not have an account and then describe their question and select a product and category They may also be able to attach files to their question When customers have already logged in during the session the Ask a Question page does not contain the User ID field Note Your administrator can also configure RightNow Service to display certain custom fields on the Ask a Question page Figure 149 has a custom field for customers to specify their preferred follow up method When customers with a customer account click the Continue button the question is submit ted and assigned a reference number Customers are then notified that their question has been submitted Path Support Home gt Ask a Question gt Continue Z Your Question has been Submitted Microsoft Internet Explorer F APE
295. ledge Base for Answers RIGHT NOW TECHNOLOGIES 42 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 categories 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 for the relative date and whether the time period is exact or rounded For more infor mation about understanding date ranges refer to the RightNow 8 2 Analytics Manual 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 is selected To search for answers based on content enter field information described in Table 7 Note All search types look for
296. 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 Live chat ses sion phone call fax or mail Channels are also used to indicate the source of information for inci dent notes on the accessibility interface and con tact 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 Home An item on the Communication Center navigation list for accessing the RightNow Live agent applet on the content pane Ch
297. lick on the following item which most closely matches your question Call Global Wireless Messaging Available Charged Airtime V200 Verden V300 10 Return to top level If you do not see an answer to our question try searching our Time Customers Receive Bill Month Weekend 2 y nowledge base Most Popular Answers Am charged airtime when check my voicemail from my wireless phone What is roaming What is a dropped call Which phones have text messaging Elcan you please send me information about calling plans l Ewnars the difference between Peak and Off Peak time BHow do change my address Eno you have service area maps f Bwna is airtime Eare there any shortcuts for listening to voice messages E wnich phones are available for Global Wireless H E when will receive my monthly phone bill xl DE e Figure 143 Single Level View in Browse 249 The first page offers the most general topics on the left with the questions from the selected topic displayed below this page includes questions from the Most Popular Answers section at the bottom of the page Icons on the right allow customers to return to the top level or the previous list or to conduct a standard search When a customer clicks a topic a new page opens to display additional related topics RIGHT NOW TECHNOLOGIES 250 End User Interface Path Find Answets gt Browse gt Click Topic
298. lities 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 Live and work with answers in the knowledge base Refer to the RightNow 8 2 User Manual for an overview of the RightNow Console and information and procedures for performing tasks associated with areas that are common to all RightNow products including RightNow Service RightNow Marketing RightNow Sales and RightNow Feedback Chapter 2 Incidents Contains the procedures for working with incidents including view ing editing adding and responding to incidents This chapter also contains procedures for accessing SmartAssistant suggested answers searching the knowledge base of published answers and inserting standard text Also included in this chapter are discussions about inci dent statuses and SLAs and procedures for presenting offers creating opportunities propos ing 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 kno
299. ll be listed in your chat dia log box and the customert s RIGHT NOW TECHNOLOGIES 212 RightNow Live Creating incidents from chat sessions By default when you disconnect from a chat session you are prompted to save the chat as an incident 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 more information refer to Chapter 2 Incidents on page 15 To create an incident trom a chat session 1 Click the Disconnect button to disconnect from the chat session A create incident prompt displays Path Chat Home gt Disconnect amp Communications Center Chat PIAQD Ax Poweredby RIGHT Tony i ph See eee ape poets esto CISAT 0 9 15 2 05 pi 12 43 13 Pa Create Incident Yes No User Information First Name Tony disconnected Last Name Burnett Email Address thumett bigcoulier com Operating System Windows 2000 Browser Internet Explorer 6 0 en_US Wait Time Responses URLs Phone Service Plans Shortcut k Voicemail Access Duration 9 15 Archie Leach me om Tony my Tom Tony Sure t Collaboration http global ga lan ir Archie Leach It appears the 4 digit security code was the Type your message here then click Send or press lt Enter gt
300. llowing 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 the required fields before you can save an incident Complete the incident fields Refer to page 28 Compose the response to the customer Refer to page 35 To add content to your response refer to page 39 To add or edit contact information refer to page 47 To track the time you spend editing the incident refer to page 50 To add or edit tasks associated with the incident or its contact refer to page 52 To add or edit organization information refer to page 54 To attach one or more files to the incident refer to page 56 To present an offer to a customer who is eligible for one refer to page 60 RIGHT NOW TECHNOLOGIES 28 Incidents Important e To create an opportunity for the sales department to follow up refer to page 62 To send a response to the customer refer to page 63 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 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 work For example rules can change incident fields apply an SLA instance add suggeste
301. log in to access these pages Questions Subtab Click this subtab to view the list of all questions you have submitted You can check the status of these questions view the details of each question update questions with new information or indicate you no longer need an answer To view the details to each question or update the information click the subject link to view the details for that question From there you can update your question or indicate you no longer need an answer to the question Notifications Subtab Click this subtab to view all the answers you have subscribed to and view the answers expiration dates You will receive notifications by email when an answer you subscribed to is updated Click the subject link to view more information about the answer From there you can delete the notification Figure 166 Support Help Page Chapter 5 RightNow Wireless 277 RightNow Wireless Customers can also access the customer interface via their WAP wireless application proto col device or any device with a WAP browser such as a personal digital assistant After enter ing 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 interface is accessed through the following URL http lt your_interface gt custhelp com cgi bin lt your_interface gt cfg php wap enduser php If your site requires custo
302. luding help desks data mining and data reporting systems Contact your RightNow account manager to obtain this manual For a comprehensive list of all RightNow documentation refer to http community rightnow com customer documentation RIGHT NOW TECHNOLOGIES 14 Introduction Chapter 1 15 2 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 forward incidents and propose them as new answers for the knowledge base In this chapter Overview of incidents Provides an overview of incidents reports the standard incident work space toolbar fields and record tabs Refer to page 16 Working with incidents Contains procedures to fill your inbox and search for incidents Also contains discussions about incident statuses and SLAs and the procedures to apply SLA instances and credit incidents to SLA
303. ly Clear Purchasing a case or cover for your cellular phone will protect your phone from 2 Results being scratched chipped or damaged You can protect your phone with a stylish cover which we offer in many styles and colors and brands so you can Purchasing a case or find the perfect fit for your phone Depending on your needs you may want to o cower for your cellular cellular accessorize your phone with a belt clip interchangeable faceplates and clear phone will protect your panels to place over the keypad phone from bein Never be caught driving 1 with your cellular phone in hand again Other accessories to consider include Cell phone batteries o We carry all major brands of cell phone batteries and adaptors o Adapters plug right into your car s cigarette lighter for charging on the go e Phone cases o Leather cases o Choose from a large selection of brands designs and colors Hands Free devices o Never be caught driving with your cellular phone in hand again o Many styles to choose from Data Cables o Plug your new picture phone into your PC or Laptop for easy downloads Top Sellers Figure 148 Previewing Results from a Web Indexer Search Note In this example the keyword cellular is highlighted in the external document and in the search results on the right side of the external document page Table 51 describes the options for previewing an external document Table 51 External Document Preview Description
304. ly to the promotions and suggestions available to this customer not to all promotions and suggestions To present an offer 1 Ifyou 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 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 55 Table 55 Offer Advisor Response Options Option Description Yes 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 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 Interest Chapter 6 Presenting offers 293 Table 55 Offer Advisor Response Options Continued Option Description No Select this option to indicate the customer s lack of interest in the offer The promotion or suggestion is disabled in the Offer Adv
305. mber to assign the incident to For information refer to Re queuing and reassigning incidents on page 77 Note In the standard incident workspace this field contains your name by default 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 refer to the RightNow 8 2 User Manual Or to add a contact click the New Contact button on the open Contact Search window refer to Adding and editing contact information on page 47 Note If the customer submitted the incident this field contains the customet s name Organization Name This field contains the name of the organization for the contact associated with the incident Depending on workspace properties for the field it may be a read only field or it may be required 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 under the toolbar a To change the importance of the flag from No Importance select red High blue Medium or green Low
306. mers 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 features but not restricted functions such as My Stuff After typing the customer interface URL the page that opens depends on whether the inter face is password protected If it is the Support Login page is displayed Path Customer URL Login User ID Password Email Me My Password Submit Pick Options Figure 167 Support Login Page Customers click Login type their user ID and password and press the Submit button to dis play the Support Home page Note On sites that are not password protected the Support Home page opens after the URL is entered RIGHT NOW TECHNOLOGIES 278 End User Interface Path Customer URL Support Home P Global Support Home Page 1 EE 2 Ask a Question 3 Login 4 Create a New Account Select Options Figure 168 Support Home Page The functions on the Support Home page depend on the configuration of your customer interface and can include the following options Find Answers To search the knowledge base Refer to Finding answers on page 278 Ask a Question To submit questions Refer to Asking a question on page 281 Login
307. ministrator has determined the most effective option for your application By default the multi level Browse is enabled RIGHT NOW TECHNOLOGIES 248 End User Interface Related Browse topics RightNow Service can also be configured to display a list of Browse topics related to a cus tomet s search text when conducting a standard search The folder list is displayed below the list of answers Path Find Answers gt Seatch ind An icrosoft Inter Summary 13 What is a dropped call 4 How do place a call when my phone is roaming 9 Can you please send me information about calling plans 2 What is roaming 11 Am charged airtime when check my voicemail from my wireless phone 12 What is airtime LI Voicemail Press Voice N C Global Wi N B46 Forbinc Figure 142 Find Answers Search with Related Topics Browse with the single level view The single level view assists customers in finding answers by providing general topics they can choose from and then narrowing to a specific answer This Browse option is designed for novice users who prefer to be guided through their search Each page displays multiple topics depending on the size of your knowledge base and customers can choose the topic that best describes their question Chapter 5 Searching with Browse Path Find Answers gt Browse Support Home f 77 gt Ask a Question My Stuff Login C
308. mployer 10 Everyone Public Action 34 How do track my cellphone order 10 Everyone Public Action 12 What is airtime 10 Everyone Public Action 14 Which phones are available for Global Wireless 8 Everyone Public Action 35 Does Global Wireless offer cellular modems 8 Everyone Public Action 4 How do dispose of old cellphones 8 Everyone Public Action J 11 Am charged airtime when check my voicemail from my wireless phone 6 Everyone Public Action 30 Who can take advantage of the Ride High discount program 6 Everyone Public Action 9 Can you please send me information about calling plans 6 Everyone Public Action 4 How do place a call when my phone is roaming 6 Everyone Public Action 45 Why is my phone disconnected 6 Everyone Public Action 6 How do access my voicemail 6 Everyone Public Action 36 Why is the call sometimes interrupted 6 Everyone Public Action 33 Can send e mails from my phone 4 Everyone Public Action Records Found 32 Make Parent Answer Private Figure 74 Smart Merge Window 3 Enter field information described in Table 40 Table 40 Smart Merge Window Description Field Description Parent Answer This field displays the summary of the open answer For informa tion on answer relationships refer to Managing answer relation ships on page 133 Note The parent answer is the current answer you ate merging an answer to Include in Search Define your searc
309. n 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 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 value in the specified column of the secondary table See also Outer join Intellisense A feature in RightNow Analytics that assists staff members when entering informa tion in an expression field As a staff member types an entry Intellisense displays a list of database RIGHT NOW TECHNOLOGIES 348 tables that begin with the letters typed The staff member can either continue typing the expression or select a table and field from the list 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 consoles windows and pages used by staff members and customers to access a RightNow application and interact with a single knowledge base The interface name determines the URL for the web site the name of the RightNow executable and the g directory name See also Administration interface and End user interface Interface Manager A utility for managing mul tiple interfaces using
310. n Enter to search for an answer Alt s based on its language access level status assigned staff person Answer ID and text Close Click Close or press Alt x then Enter to close the Answer Con Alt x sole Sort By Click this drop down menu to select a field for sorting the list of answets Direction Click this drop down menu and select Ascending or Descending to define the order of the answers Sort Click Sort or press Altt o then Enter to refresh the list of Alt o answers based on your Sort By and Direction selections To add or edit an answer 1 To add an answer click New Answer or press Alt n then Enter The New Answer win dow opens Or Chapter 8 Working on the Answer Console 325 To edit an answer click the answer in the Summary column You can also click Go after selecting Edit Answer from the drop down menu in the answer s Actions column The Edit Answer window opens Note Figure 203 displays a new answer If you are editing an existing answer the top menu that includes Answer Information Answer Details and Meta Answer also includes a Print option To print an answer click Print to display the answer in a separate window then click File and select Print Path New Answer GS New Answer global__82__bab Answer Information Answer Details Meta Answer Answer eSummary Keywords Question Answer Back to Top User Faith Carson
311. n organization umbrella RIGHT TECHNOLOGIES 226 End User Interface When an organization association is established contacts can view the questions submitted by other contacts associated with the organization through My Stuff In addition if the orga nization has been assigned an SLA that contains access to privileged groups of answers the contacts can view those answers as well For the procedure to apply an SLA instance to an organization or a contact with no organization association refer to Understanding SLAs on page 29 Figure 129 shows the Create a New Account page with the Organization ID field This is the ID entered in the Login field of the organization record If a password has been defined for the organization that field also appears and contacts must enter the organization s password For information on the fields available when adding and editing an organization record refer to the RightNow 8 2 User Manual Path Support Login gt Create a New Account real ccount Microsoft Int xplore SupportHome Answers Aska Question Live Help _ My Stuff New Account Organization Affiliation Contact Information Figure 129 Organization Affiliation Option when Creating an Account Chapter 5 Important Creating an account 227 After customers log in After customers log in the page they initially tried to access opens For example if the cus tomer clicked My Stuff
312. n page 109 When you change the answer type in an existing answer all answer relationships and cer tain answer fields will be removed Use caution when changing an answet s type 3 Edit the answer fields as described in Table 15 on page 97 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 5 Edit the fields on each of the answer record tabs as described in Table 16 on page 99 6 To notify answer subscribers of the edit 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 To edit a related answer 1 Right click the answer on the content pane and select Edit RIGHT NOW TECHNOLOGIES 162 Answers 2 Click the Relationships tab Path Right Click Answer gt Edit gt Relationships Content Products Categoies Tasks 0 Details Attachments AuditLop Relationships Siblings Answers e Add edit Print Assign D Remove Preview S options Answer ID Summary Language Status Assigned _ Date Updated Action 13 What is a dropped call English US Public Faith Carson 07 05 2006 03 08 PM Edit Manually Related Answers e Add edit Print x Remove Preview Z options Answer
313. nd 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 Using special characters when searching on page 105 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 TECHNOLOGIES 44 Incidents Path Messages gt Search Knowledge Base gt Search Q search KnowledgeBase x 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 Type Product Hierarchy Category Hierarchy Date Updated Public All v a w NoValue E to No Value Be Relative Relative seach _ Access Level Phrases Similar Phrases Exact Search Complex Expression User Acces 4 minutes Z Limit to 1000 rows Per Page Summary Date Updated Access Level Action How do I roll over the remaining minutes from one month to the other 07 05 2006 03 19PM Everyone Add as Text Add as Link Print Can you please send me information about calling plans 07 05 2006 03 08 PM Everyone Add as Text Add as Link Print Figure 14 Answers Returned from a Search 10 To sort answers in a column click the column
314. nd to add the text to your response RIGHT NOW TECHNOLOGIES 312 Accessibility Interface 4 To add an answer to your response click Quick Answer or press Altt q then Enter The Quick Answer window opens Path Quick Answer EN Quick Answer a NE Answer ID Figure 197 Adding an Answer to a Response a Type the Answer ID for the answer you want to add b To add a link to the answer in your response click Link c To add the text of the answer in your response click Text 5 To send a response to the contact when you save the incident click the Send Response check box or press Alt r 6 To specify options for sending the response click Options or press Alt t then Enter Path Send Response gt Options iS Response Options Response Options Include Signature v In Response Response File Attachments Number of Attachments 0 Sign Email Fr E Figure 198 Response Options Window a To send a copy of the response to other recipients type their email addresses in the Cc ot Bcc fields Chapter 8 Working on the Support Console 313 b To include or remove your signature from the response select or clear the Include Sig nature in Response check box c To attach files to the incident click Response File Attachments The File Attachments window opens to let you browse for and select files d To sign the response with the mailbox s S MI
315. ne or both of the security options under S MIME Sign Select this check box to sign the email with the mailbox s signature Note The Sign check box is disabled if the RightNow Service mailbox does not have S MIME security enabled Do not encrypt Click this drop down menu and select one of the encryption options Do Not Encrypt Encrypt When Possible and Always Encrypt 3 Click the Send button to forward the incident and any selected files to the recipients Chapter 2 Proposing answers 73 Proposing answers 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 When you propose an incident as an answer 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 answer Note Incident custom fields may or may not be included when you propose an incident as an answer If you propose an incident from an incidents report by either right clicking the incident and selecting Propose or by clicking the Prop
316. ng anchors in answers 149 answers 148 to SmartAssistant answers 40 Live see RightNow Live Live Assistance page chat and phone support 260 chat support only 261 phone support only 261 logging in end user interface 223 logical operators use in searching 242 Login window accessibility interface 305 Manage Anchors window 149 manually related answers 137 matches Offer Advisor 289 Merge Answer options 157 merging answer content 159 similar answers 154 monitoring chats 182 multi level view browse seatch 250 My Contracts page field descriptions 273 My Inbox report 17 My Notification Requests page 267 My Overview page 262 My Questions page field descriptions 264 My Stuff answer notifications renewing or deleting 268 subscribing by product and category 271 viewing 267 changing passwords 274 contracts 272 features overview 262 profile options 268 RIGHT NOW TECHNOLOGIES 372 My Stuff continued profile updating information 270 questions status change on question update 266 updating 265 viewing previously submitted 263 RightNow Wireless 282 New Answer Window accessibility interface field descriptions 325 New Contact window 48 New Incident window accessibility interface field descriptions 311 315 New Opportunity window field descriptions 63 New Organization window accessibility interface field descriptions 318 notes adding to answers 111 to incidents 38 Notification Request Submitted Successfully pag
317. ng an answer you can have the same language access level and status or change any of these fields To copy an answer 1 Right click the answer on the content pane and select Copy Path Right Click Answer gt Copy fy Copy Answer x Access Level DIETE v Language English US be Status Private x Create Sibling Relationship Copy File Attachments Figure 83 Copy Answer Window 2 Select an access level for the new answer from the Access Level drop down menu 3 Select a language for the new answer from the Language drop down menu 4 Select a status for the new answer from the Status drop down menu 5 To create a sibling relationship between the answer and the copy of the answer select the Create Sibling Relationship check box 6 To include a copy of all the files attached to the answer select the Copy File Attachments check box 7 Click the OK button The new answer will be an exact copy of the original answer except for any changes to the access level language or status fields The answer will open with a new summary answer summary Copy of Answer ID 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 ACaution Deleting is permanent and cannot be undone Chapter 3 To delete an answer Printing answ
318. ng config uration settings when an error has been made in one of the settings that subsequently locks staff members out of the Configuration Editor Multi level Browse An option in the Browse search method that allows customers to navigate the knowledge base using a graphical interface sim ilar to a file management system This search is designed for advanced users who know what they are looking for and want the freedom to view the topic clusters in the knowledge base to find their own answers See also Browse and Single level Browse 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 Natural 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 butto
319. nother agent 0 0 0 cee ee ee eee 195 Inserting standard responses and URLs 0 000000000 196 Accessing SmartAssistant suggested answers 00000 200 Viewing customer session information s suss 000 e cece eee 201 Accessing customer history 0 0 eee eee eee 202 Transferring a chat to another agent 00000 e eee eee 203 Conferencing another agent into your chat 0000 205 Collaborating with a customer 6 ee eee ee 208 Creating incidents from chat sessions 6 0 0 eee eee ee eee 212 Contents 5 Chapter 5 End User Intetface 0 000 0008 50 oo ee renews eonwet eae eas 215 Accessing the end user interface 0 eee eee eee ee 216 Configuration Options 6 eee eee eee 217 Support Home pave scien tas tulad deo ke wa eat od 220 Accessible Links function 0 0 cee eee ee 222 S c rity ANG JOIN essees nak ie ease ae Sd ee ee OEM Ooo eae ew lies 223 Accessing restricted functions 0 c eee eee eee 223 Creating aft ACCOUN ties scckalele eae det wie eae eevee ana eerae bawohe edna 225 Associating contacts with an organization 000 225 Find Answetssvs2 eo k aden tiie a iad eee das Hee ee 228 VIEWING ANSWELS oo eee eee 232 Viewing related answets 0 eee eens 238 Viewing previously viewed answets 0 cee ee eee ee eee 240 Searching the knowledge base 0 0 cece eee eee 241 Search DASICS nian
320. ns The buttons on the naviga tion pane of the RightNow Console associated with record types and components Clicking a but ton displays that record type or component s navi gation 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 The area on the left side of the RightNow Console containing a navigation list on the top and navigation buttons on the bottom The navigation pane on the Administration Con sole contains administration items on the top and administration buttons on the bottom 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 quety parameters Note Information 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 Objec
321. ns on answers Refer to Toolbar on page 96 Key answer fields Consists of key answer fields related to answer management Refer to Key answer fields on page 97 e Answer record tabs Consist of additional fields for entering information about the answer Refer to Answer record tabs on page 98 Each element of the standard answer workspace is described in the following sections along with cross references where appropriate RIGHT NOW TECHNOLOGIES 96 Answers Toolbar A standard toolbar exists for working with answers Table 14 provides a description of the buttons available by default on this toolbar Table 14 Answer Toolbar Description Button b New Description Click this button to add an answer For instructions on adding an answer refer to Adding answers on page 109 la 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 answer matches one or more 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 answer s status or answer access level LA save and Close Click this button to save and close the answer EN Print Click this button to print the answer Refer to Printing answers on page 167 HE
322. ns the procedure to activate the accessible links so you can follow along with those customers who are using a software reader Customers who have a screen reader will be prompted to show accessible links To activate the accessible links 1 From a page other than Support Home press Tab until the focus is on the My Stuff tab 2 Press Tab again and then press Enter Path Find Answers gt Tab to My Stuff gt Tab gt Enter E unts Gu a Support Home Login Help 14 Which phones are available for Global Wireless 1 How do change my address 7 Are there any shortcuts for listening to voice messages Figure 126 Find Answers Page with Accessible Links Activated Tip Click Hide Accessible Links next to the My Stuff tab to deactivate this function Chapter 5 Security and login 223 Security and login Customers can quickly access the knowledge base to find the information they need and some customers will never do mote than search for and view answers Other customers how ever may require more personalized service For those customers RightNow Service allows access to restricted functions once they have a valid customer account that is once they have a contact record in the knowledge base Note By default RightNow Service allows customers to create a customer account but this functionality can be restricted to only RightNow staff members In addition to providing p
323. nswer is reached The Review status type will auto matically remove the answer from the end user interface Answer 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 the end user pages of that interface provided the remaining fields also allow vis ibility If an access level does not provide visibility to customers for a certain interface access can still be given to specific 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 ets 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 language an answer will only be visible on the end user pages for interfaces using that lan guage 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
324. nt 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 Incident disposition An option for classifying and recording how incidents are ultimately resolved Up to six levels of incident dispositions are available Also called disposition 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 tThe status of an incident as it moves through the system Default incident status types are Solved Unresolved and Waiting Incident thread The list of
325. nt or View Edit Organization when editing an incident or press Alt o then Enter to add or edit organization information Incident Details The Incident Details section of the window contains the following information and fields Interface Click this drop down menu and select an interface for the incident Language Click this drop down menu and select a language for the incident Mailbox Click this drop down menu and select a mailbox File Attachments Alt m Click File Attachments or press Alt m then Enter to add file attachments to the incident Session Information Click Session Information or press Altte then Enter to display Alt e the Session History window which lists the pages the customer accessed on the end user interface before submitting the incident Note This option is not available when you are adding an inci dent Audit Log Click Audit Log or press Alt 1 then Enter to display a list of all Alt the actions taken on the incident Note The audit log is empty when you first add an incident Incident Custom Fields If your RightNow administrator has added incident custom fields they appear at the bottom of this page a link also appears at the top of the page Complete the custom fields by selecting a date typing text or selecting a menu option or radio button 8 To forward the incident click Forward or press Alt f then Enter to open the Forward Incide
326. nt window Complete the fields to forward the incident to the specified email addresses If the mailbox does not have an S MIME certificate the Sign Email check box is disabled only staff account email addresses are checked for encryption options when forwarding an incident Note You can forward only incidents that you are editing The Forward option is not available when adding incidents Chapter 8 Working on the Support Console 317 9 Click Save or press Altt s then Enter to save the incident To add an organization and contact 1 Click the New Incident drop down menu and select New Organization Contact 2 Click Go or press Altt g then Enter The New Organization window opens Path New Organization Contact gt Go GS New Organization Organization Name CRM State Service Login Password Address Type Bil country Street Address City State Province Postal Code Address Type Shipping Country US Street Address City State Province Postal Code Organization Custom Fields Send yes C nNalo Newsletters No Organization File Attachments Number of Attachments 0 Figure 200 Adding an Organization RIGHT NOW TECHNOLOGIES 318 Accessibility Interface 3 Enter field information described in Table 63 Table 63 New Organization Window Description
327. ntent pane and select Edit 2 Click the Insert Answer Link button Path Right Click Answer gt Edit gt Insert Answer Link Answer Reference Tag x AnswerID Contents g Title Target Anchor Figure 69 Answer Reference Tag Window 3 Enter field information described in Table 39 Table 39 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 other than the default text Click Here 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 Chapter 3 Inserting answer links 149 Table 39 Answer Reference Tag Window Description Continued Field Description 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 on adding an anchor to the answer you want to link to refer to Managing anchors on page 149 4 Click the OK button to insert the answer link at the cursor position in the current answer Managing anchors When you insert an answer link
328. nterface Name QA Site Accept Decline Figure 98 Incoming Chat Request and Toast Chapter 4 Important Chatting with a customer 191 To chat with a customer 1 Click the Accept button on the agent applet to accept the request and activate the chat sec tion Or Click Accept on the toast window to accept the request and activate the chat section Note If you click the Decline button on the agent applet or Decline on the toast the chat request will be placed in the wait queue and routed to the next available agent When you accept a chat request an automatic greeting is sent to the customer The chat section of the agent applet displays the customer information and the message sent to the customer when you accepted the chat request Also displayed on the chat section is the SmartSense emotive rating providing you with immediate feedback on the general emo tional state of the customer The SmartSense meter is updated throughout the chat session based on the words being typed After the customer responds the message displays on the chat dialog box and the cus tomer tab at the top of the chat section changes from gray to green notifying you that it is your turn to respond RIGHT NOW TECHNOLOGIES 192 RightNow Live Path Chat Home gt Accept amp Communications Center Chat e Customer tab changes to 2 FPR AX ORe Jon 2 2 ee ee
329. nting a promotion the customer has already rejected Nor will the product asso ciated with the rejected promotion appear in the Suggestions Found list Path Offer Advisor Promotions Found 3 Name Summary Rank Yes Match Dup Response Action Free ringtones Free ring tones 1 81 0 No NoValue v Set Response Extended warranty Add 90 extra days with the purchase ofa 2 47 0 No Set Response Back to school p Package deal on phones for students 3 31 0 No Set Response Figure 182 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 is 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 clic
330. number for the incident appears in the Incident field on the New Task window Path Right Click Incident gt Edit gt Incident gt Tasks gt Add gt Add New NewTask x Dil SIKI E Q dhep _ Summary _ Custom Fields Attachments Audit Log Name Opportunity J Assigned A Faith Carson a Organization _ J amp A Status Not Started Contact ie Percent Complete inciden 060606 000035 Priority No Value F Answer e Due Date No Value Campaign iQ Planned Completion No Value Maing eJ Completed No Value Survey Q Task Type e Document Q Notes Figure 23 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 RightNow 8 2 User Manual RIGHT NOW TECHNOLOGIES 54 Incidents 7 Click the OK button to save the task and close the New Task window 8 Click the Save button on the incident toolbar to save your changes on the Tasks tab Adding organizations You can view and edit an organization associated with an incident depending on the proper ties of the organization field on your workspace by clicking the incident
331. nverted to a text format you can only search for incidents with a single text search The following incident fields are searchable e e e Incident reference number Subject Discussion thread Product Additional 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 inci dents containing both words will be returned by the search To search for archived incidents 1 Click the Search Incidents button The Search window will open Path Archived Incidents gt Search Incidents Search x l Reference Humber Text Search Order By Score dsc _ Limit to 100 rows Search Cancel Figure 188 Search Window Chapter 7 Viewing archived incidents 299 2 Enter field information described in Table 57 Table 57 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 defa
332. o Using special characters when search ing on page 105 RIGHT NOW TECHNOLOGIES 104 Answers Table 17 Answer Search Window Description Continued Field Description Complex Expression Type the complex expression in this field to search the answer Summary Question Answer and Keywords fields 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 Word stemming and logical operators are also supported When searching using a complex expression you cannot search for characters that have special searching functions for example _ and Therefore you cannot search for a word containing one of these characters for example 9 negative nine For a list of special characters refer to Using special characters when searching on page 105 Answer ID Type a range of answer IDs to search for answers with answer IDs within the range specified For example typing 5 and 20 would find answers with an answer ID between 5 and 20 Wildcard char acters are not supported Limit and Order Fill in the following fields to limit and order the results returned in a search Limit to Select this check box to limit the number of records returned in the search The check box is cleared by default Note If the Limit to check box is cleared t
333. o your organization Support Home e Display announcements to your web site visitors e Enable and disable the main components in RightNow Service Add a link for RightNow Live e Require customers to enter a password to access the Support Home page Find Answers Configure the Product and Category drop down menus the options in the Search By drop down menu the answer fields that are displayed and how answers are sorted e Disable the Search By drop down menu and enable the Sort By drop down menu Enable customers to search the knowledge base using Browse and Web Indexer Control how much information to provide customers when viewing an answer and specify what actions customers can take Ask a Question e Require customers to view an answer or perform a search before submitting a question e Specify whether customers can submit file attachments with their questions Set up business rules to automatically supply a preliminary response to customers ques tions before they are submitted e Restrict access to the Ask a Question page to only those customers who have a cus tomer account or to those who have an active SLA allowing this access e Specify the number of questions that can be submitted by assigning customers an SLA Live Assistance Enable RightNow Live so customers can request a chat callback request or both e Route customers to another web site when Live agents are unavailable Enable customers to search the knowledg
334. obal Answers List lcan l send e mails f 2 How do report and 3 Am charged airtime 4 How do enable hand 5 Why is my phone disc Select Options Figure 173 Answers List Page Chapter 5 Submitting feedback 281 Submitting feedback When viewing answers customers can rate answers and submit feedback on how the answer can be improved This is the same feature described in How Well Did This Answer Your Question on page 236 From an Answer page customers can select Submit Feedback to see the list of feedback options Path Answer Page gt Submit Feedback gt Select Provide Answer Global How well did this answer your question 1 EES 2 75 3 50 4 25 5 0 Select Options Figure 174 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 Path Answer Page gt Submit Feedback gt Select gt Less than 100 Provide Answer Global How Could this Answer be Improved Enter Email Address Edit Options Figure 175 Suggesting Improvements Asking a question When customers cannot find an answer to their question in your knowledge base they can submit their questions to RightNow Service The Ask a Question function on the Support Home page prompts customers to choose one or more product and category levels and com plete any custom f
335. ols for answering questions and solving customers issues Tabs at the top enable you to navigate between customer chat sessions Buttons below the tabs enable you to quickly access the chat management tools for assisting customers The chat section also shows customer information chat duration and SmartSense rating for both customer and agent When you first open the agent applet the chat section will be blank and will remain that way until you engage in a chat session or monitor another agent s chat Chapter 4 Chat section 179 Table 47 describes your options on the chat section Table 47 Agent Applet Chat Section Description Field Button Description Q SmartAssistant Click this button to display suggested answers from the RightNow Service knowledge base Refer to Accessing SmartAssistant sug gested answers on page 200 ny Pages Viewed Click this button to display a list of the pages the customer viewed in RightNow before requesting a Live chat Refer to Viewing cus tomer session information on page 201 2 Contact Search Click this button to open the Contact Search window which enables you to search for additional information about the cus tomer you are chatting with Refer to Accessing customer history on page 202 Note This feature is not available during agent to agent chat P Transfer Click this button to transfer the customer to another agent Refer
336. olumn value from the next Each row is delineated by a carriage 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 country of origin Currencies can be defined for each country or 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 are added on the Administration Console and appear when adding and editing records depending on the type and visibility they may also appear on the end user interface 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 or by combining data from selected tables in RightNow RIGHT NOW TECHNOLOGIES 342 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 Customer acco
337. om an inci dent Answers with a Proposed status are not visi ble to customers See Answer status Provide Feedback A link on the Support Home page that customers can click to submit feedback about an organization s web site customer service or product satisfaction Public One of two default answer status types and one of four default answer statuses Answers marked Public may be visible to customers depending on their access level and language See Answer status type and Answer status 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
338. on Notifications The Notifications option in My Stuff displays all the answers customers have subscribed to and allows them to renew or delete their subscriptions Customers can also subscribe to answer notifications for all levels of one product or category Refer to Profile on page 268 Note The knowledge engineer decides if and when to notify customers when an answer is updated For example if an answer is changed to correct a spelling error the knowl edge engineer may decide not to notify customers of the change since the content is unchanged The knowledge engineer also specifies the time a notification is sent Path Support Home gt My Stuff gt Login gt Notifications Z My Notification Requests Microsoft Internet Explorer r gt i 2 e iiy Support Home Answers Ask a Question EAT T Prone Logged in as Lauri Chandler Fie Edit View Favorites Tools Help 2 Notification Requests 2 What is roaming 02 10 2007 30 Days 3 Do you have service area maps 02 10 2007 30 Days Figure 159 My Notification Requests Page The My Notification Requests page displays the answer ID subject and expiration date of all the answers the customer is subscribed to Your RightNow administrator can specify a sub scription time period other than the thirty day default RIGHT NOW TECHNOLOGIES 268 End User Interface By clicking an answer link the Answer with Notification on Change pag
339. on page 267 Access profile information and make changes to search preferences and account infor mation See Profile on page 268 View and track their contracts with your organization See Contracts on page 272 Change the password they use to log in See Change Password on page 274 To access My Stuff customers must log in with their user ID and password if required or create an account If a customer has not logged in during a session and clicks the My Stuff link or tab the Support Login page opens Once the customer logs in or creates an account all options in My Stuff are available starting at the My Overview page Path Support Home gt My Stuff gt Login My Overview Microsoft Internet Explorer Fie Edit View Favorites Tools Help z 1 5 a Support Home Answers Aska Question FEOT Logout Help Coveniew Couestions_ Change Password Logged in as Melissa Berg Mendelison Wenn Questions Check the status of your questions or provide additional information y z P P Answer Update Notifications Delete or renew update notification requests SS Account Profile Update your account profile to set new preferences or reflect changes to your contact information Wrasse nae Service Contracts View the status of your Service Contracts D aay Change Password Figure 155 My Overview Page Chapter 5 Questions 263 The My Overview page displays links to questions notif
340. on the end user interface RIGHT NOW TECHNOLOGIES 142 Answers Table 34 Hyperlink Editor Description Continued Field Parent Window Description Select this option to have the link open in the parent window when the customer clicks the link on the end user interface Browser Window Select this option to have the link open in a browser window when the customer clicks the link on the end user interface 4 Click the OK button to insert the hyperlink at the cursor position in the current answer 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 To insert an image 1 Right click the answer on the content pane and select Edit 2 Click the Image button on the toolbox The Image Editor opens Path Right Click Answer gt Edit gt Image Image Editor x Image URL Alt Text a ee Width gt Border o Height Alignment v Figure 64 Image Editor 3 Enter field information described in Table 35 Table 35 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 Chapter 3 Inserting tables 143 Table 35 Image Editor Description Continued Field Description Alt Text Type the alternative text for the image Width Type th
341. onditional 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 A non graphical inter face in RightNow Service that allows staff mem bers to work on the administration interface and customers to use the end user interface All mouse functionality is accomplished with keystrokes to make navigation simple and fast The accessibility interface complies with Section 508 of the Rehabil itation Act Action The part of a business rule that defines what happens when an object answer contact incident Live 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 arrow An atrow 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 tule base to check for errors archive the current 335 rule base and convert the edited rule base to the active rule base See Business rules and Rule base Active One of seven default opportunity sta tuses
342. one RightNow knowledge base Invitation method A way of distributing a sur vey broadcast survey transactional survey or website link Java client The default Java applet interface for RightNow Live The Java client is automatically used in place of the thin client if RightNow Live Collaboration is enabled or if the customer is requesting to chat from a web browser other than Internet Explorer The Java client is larger than the thin client and requires that the Java plug in be installed on the customer s computer Also called user applet See also Thin client Java Runtime Environment JRE A software program that interprets Java compiled programs into a format your computer s operating system can understand Also called Java plug in 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 oppor tunities products staff accounts mailings and campaigns maintained and presen
343. ontact Editor J Figure 18 Contact Fields Tab on the Contacts Tab a To add or edit the contact s login or password type it in the field b To select or change the contact s global opt in choice email format or state click the appropriate drop down menu and select an option 7 To view incident information for the primary contact click the Incident History tab RIGHT NOW TECHNOLOGIES 50 Incidents Path Right Click Incident gt Edit gt Incident gt Contacts gt Incident History _Z Messages Contacts _Detais Time led 0 Tasks 0 Organization Session 0 Attachments Audit Log First Name Julie Last Name Franklin Email ifranklin erample org ja Title Q Office Phone Address US Edt Contacts 1 Contact Field Incident History 1 New Edit Copy X Delete et Print v Forward Assign yo Propose J Options z Status Response Interval Resolution Interval Source Reference V Subject Action Solved Oh4im Oh 54m Ask A Question 060606 000035 New phones info requested Edit Delete Print Figure 19 Incident History Tab on the Contacts Tab 8 Click the Save button on the incident toolbar to save your changes on the Contacts tab Tracking your time Your organization may collect statistics on the amount of time agents spend solving inc
344. oposing 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 membet s name 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 Chapter 3 Creating effective answers 81 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 otganization 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 interfaces and customers you want to be able to view the answer You can control this visibility through the visibility of answer statuses answer a
345. or tunity wltool A utility that is manually run after making changes to one of the wordlist 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 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 associated 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 diagram A graphical representation of a campaign or survey Workflow diagrams allow staff members to diagram the actions and deci sions of a campaign or survey When the campaign ot survey is launched contacts are automatically moved through the workflow based on the speci fied criteria Workspace The configuration of the content pane when working on answers contacts inci dents opportunities organizations and tasks or on the Quote and Quote Product windows Stan dard workspaces exist for each type of workspace and custom workspaces can be created The work spa
346. ories 6 6 cee ee eee 120 Adding taSkS og 056 4isis eaceceeg ede wis o Ghd kpt ee pa pie lea oped acto 121 Adding answet details eriseeria be eed ene eee ea een aes 125 Attaching files to answers 0 eee eee 126 Attachments tab toolbar eressero edere sra erat annn eee eee 127 Viewing the list of attachments 0 00 cece eee eee 130 Viewing attachment properties 0 0 0 ee ee eee 130 Viewing the answer audit log ee eee 132 Managing answer relationships 0 0 00 133 Sibling Ans WEES 6 cia evden verses Hes EOR EEEO EEEE TE EA 134 Manually related answets 1 0 eects 137 Learned links cite cdi iii i eee ee aead ecto gd Sais 138 Inserting hyperlinks 04 cia eg eee kgs bees Beh ee perinad undas 140 Inserting 1mMaces rae st oak eA eed LES E E SS 8 142 Inserting tAbleSssseei cade eae ea en TAE EGE we ea See 143 Inserting answer links 00 eee 148 Managing anchors sys s c4 pacen see ERNE Bema 149 Associating answers with multiple access levels 0 150 Conditional sections Overview 2 6 eee eens 151 Inserting conditional sections 0 0 00 eee 152 Merging answets errer oodi eee eee eee 154 Merging answers using Smart Merge 0 6 eee eee eee 154 Merging answer content 0 0 ce ccc eens 158 RIGHT NOW TECHNOLOGIES 4 Contents Editing answers and related answers n sousunu nronu eee 160 Editing multiple answers 0 0 ce eee eee 162 Inserting variables in
347. ork hours See also Absolute time 355 Report Any standard report custom report or list of records accessed from a navigation list on the navigation pane of the RightNow Console Standard and custom reports can also be accessed from the Reports explorer which can be opened from both the RightNow and Administration Con soles Report control A control that inserts a report into a workspace Report outline A component of the report design center in RightNow Analytics that contains a list of all the elements that can be added to a cus tom report Parameters output levels headers footers charts tabular data and data exceptions are just some of the elements that can be added to each custom report 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 Defaul
348. ose button on the report s ribbon the incident custom fields are not added to the Notes tab on the Propose Inci dent for Answer window If however you click the Propose button from an open incident the custom fields do appear on the Propose Incident for Answer window To propose an answer trom an incident 1 Right click the incident on the content pane and select Propose Or With the incident open click the Propose button The Propose Incident for Answer window opens RIGHT NOW TECHNOLOGIES 74 Incidents Path Right Click Incident gt Propose Propose Incident for Answer x General _ Products and or Categories Files The following answer fields are populated with incident data Please review and make edits to this proposed answer Proposed Answer Summary Checking remaining minutes Question interface global Can check my minutes from my phone And if so how do do that Thanks Lisa Baker Answer Hello Lisa You can check your minutes at any time by calling our billing department from your phone at 35 Simply follow the menu prompts to check your available minutes Please reply to this email if this response does not resolve your question Faith Carson Global Wireless Customer Care Notes Figure 36 Proposing an Incident for an Answer Review the proposed answer and make any necessary edits To add a note to
349. osition 7 No Change E Messages Custom Fields Smart Assistant QQ Search Knowledgebase Standard Text A Undock View All 7j Sort Date Descending Figure 38 Updating Multiple Incidents To change a field for all selected incidents select the check box next to the field and make a selection from the drop down menu To change information on the Messages tab add a response or note insert standard text search the knowledge base or change the text size 5 Click the Save and Close button to update and close the edited incidents Note S MIME signing and encryption of responses are disabled when you edit multiple incidents simultaneously Chapter 2 Re queuing and reassigning incidents 77 To forward multiple incidents 1 Press Ctrl while selecting each incident on the content pane that you want to forward 2 Click the Forward button on the report ribbon 3 Follow the procedure for forwarding single incidents as described in Forwarding inci dents on page 70 Note All of the files attached to all of the incidents you selected appear in Incident Files Select the check box for every file attachment you want to forward with the associ ated incident Recipients receive individual emails for each incident you forward if an incident has file attachments and you selected the check boxes for those attach ments the forwarded incident contains the attachments
350. oster i PM How do ask for my phone to be Eng Faith 07 05 2006 25 paraded US Everyone Public Carson 03 08 PM Eng Faith 07 05 2006 Edit Answer 27 What areas are covered in the US US Everyone Public Carson 03 08 PM Edit Answer How do order a user s manual for my Eng Faith 07 05 2006 43 phone US Everyone ic Carson _losoapm_ EdtAnswer Engl Brenden 07 05 2006 Edit Answer z 44 How do order see my bill on line Us Everyone ic Eoster 03 07 PM Edit Answer j Sort By Answer ID F Direction Ascending 7 Sort User Faith Carson Figure 202 Answer Console on the Accessibility Interface RIGHT NOW TECHNOLOGIES 324 Accessibility Interface Table 65 describes the functions you can perform on the Answer Console The rest of this section describes the procedures for adding and editing answers Table 65 Answer Console Description Function Description New Answer Click New Answer or press Alt n then Enter to add an answer Alt n View Click this drop down menu and select the report you want to dis play on the Answer Console The available selections depend on your staff profile defaults and permissions which include naviga tion sets and reports Refresh Click Refresh or press Alt r then Enter to refresh the informa Alt r tion displayed on the Answer Console Search Click Search or press Altt s the
351. other agent on page 195 Z Options Click this button to change the send sound pull next chat and spell check options on the agent applet For information refer to Changing agent default settings on page 175 X Log Out Click this button to close the agent applet pi Note If you have chats in progress a message will inform you to close the chats before closing the agent applet OERA Place your cursor over the RightNow logo to display the version of RightNow Live Agent This column displays the staff members logged in as RightNow Live agents Note Place your cursor over an agent s name to display the chat session queue s the agent is assigned to Active Sessions This column displays the number of chats the agent is currently engaged in Idle Sessions This column displays the number of chats the agent is available to take Average Handle This column displays the average length of time it takes for an agent to finish a chat session Chapter 4 Agent section 175 Table 43 Agent Applet Agent Section Description Continued Button Column Description Average Response This column displays the agent s average response time pet mes sage Chats per Hour This column displays the agent s chats per hour Last Update This column displays the time agent information was last updated Changing agent default settings As you chat with customers you can change certain se
352. ou 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 chapter e What is Offer Advisor Contains an overview of Offer Advisor and describes promotions and suggestions Refer to page 286 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 287 Presenting offers Contains procedures to select promotions and suggestions enter search terms and present offers Refer to page 291 RIGHT NOW TECHNOLOGIES 286 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 purch
353. ouch points across sales marketing service and feedback RightNow Console The console for working on records answers contacts incidents opportu nities organizations and tasks chatting with cus tomers in RightNow Live or talking with them on the phone through CTI working with campaigns and mailings generating standard reports and cre ating custom reports accessing notifications and searching with Quick Search RightNow Feedback A customer survey tool for gathering information about customers experi ence 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 Live A component in RightNow Service that provides customers with access to RightNow Live agents for questions and issues that require human interaction Also called Live chat 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 por
354. out the selected file will appear on the Content tab 5 To delete this file click the Delete button 6 To change the display of the name and description click the Properties button and make your changes For information refer to Viewing attachment properties on page 130 7 To download the selected file click the Download button You will be prompted to save the file attachment to the location you specify A File Download window will open dis playing the download progress 8 To open the attachment click the Open button RIGHT NOW TECHNOLOGIES 120 Answers Table 20 describes the file information displayed Table 20 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 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 description in the Description field For information on file attachment prop erties refer to Viewing attachment properties on page 130 Private This field displays the visibility of the file attachment answer on the end user interface For information on the
355. out this site here Figure 93 Java Client with Pushed URL Opening in Separate Browser Thin client The thin client does not use Java to communicate with RightNow Live Instead the thin client uses HTML hypertext markup language and JavaScript within a PHP web page By using HTML and JavaScript the thin client does not depend on a Java plug in It requires less time to load than the Java client and renders HTML sent by Live agents With the thin client you can send marked up text HTML which allows you to emphasize text with bold typeface or display an image to customers To send marked up text you must type HTML code in the chat section or send a standard response containing HTML code The following sequence of events explains what customers will see when submitting a chat request using the thin client 1 From the Live Assistance page the customer clicks the Submit Request button Chapter 4 Thin client 187 2 The thin client searches for an available agent and the customer is placed in the wait queue A Live Assistance Microsoft Internet Explorer _ Status Waiting in queue Your request has been placed in a queue for the next available agent Customer status sec __ _ _ _ _ _ _ tion Powered by RIGHT Customer position in the wait queue oe The customer can search for answers in the knowledge base while waiting for an agent Figure 94 Thin Client Searching for Agent 3 An
356. p of the content pane contains key answer fields and the bottom contains the record tabs as shown in Figure 40 on page 95 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 bullet before you can save the answer Refer to Table 15 for a description of the answer information The answer fields that display will vary depending on the permissions set in your profile Table 15 Key Answer Fields Description Field Description Summary Type the subject of the answer in this field Status Select a status from the drop down menu To publish the answer select the Public status Language Select a language from the drop down menu Assigned Select a staff member from the drop down menu to assign to the answer Only staff members who have permission in their profile to create answers are listed Note By default the staff member who created the answer is selected Access Level Select an access level from the drop down menu For information on associating multiple access levels to an answer refer to Associ ating answers with multiple access levels on page 150 RIGHT NOW TECHNOLOGIES 98 Answers Answer record tabs Record tabs contain fields and options for adding additional information to answers The organization of these tab
357. pe HTML URL File Attachment Question Answer Quick Preview 41 2 4 i Normal Times New Roman ig 12 oA Bo Bos EA 2 4 Toolbox kd ab Insert Answer Link Conditional Section ipa Search Ibs KnowledgeBase Smart Merge HTML Hyperlink bel Image Design J Source Figure 44 Adding an Answer 2 Enter field information described in Table 15 on page 97 3 To add a flag to the answer click the area next to the white flag under the toolbar a To change the importance of the flag from No Importance select red High blue Medium or green Low b To add text to the flag select Edit Flag Text and type text in the Edit Flag window that opens 4 Select the answer type For information on adding HTML answers refer to Adding HTML answers on page 112 For information on adding URL answers refer to Adding URL answers on page 116 For information on adding file attachment answers refer to Adding file attachment answers on page 117 Chapter 3 Adding answers 111 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 searching feature and the Browse search method Any keywords you type are given the greatest weight when a
358. pear on the end user interface the Status 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 through the end user inter face In addition if you have sections within an answer with restricted visibility that section must be assigned an access level associated with the answer and have end user visibility 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 end user interface regardless of their access or language assignment Public answers may be viewable through the end user interface 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 TECHNOLOGIES 84 Answers An answer changes to the Review status type when its solved count reaches zero or when the date specified when creating or editing an a
359. phrases h E EE ER Ask a Question Submit a question to our technical support staff who will reply to you by email b TOETER Ere Live Assistance Chat with a support technician on line or request that one call you back at a later time Ya Sne My Stuff Login to check the status of your questions modify your answer update notifications update your personal profile or access restricted information and features A e RECT Provide Feedback Submit a suggestion complaint or other feedback about this site here Powered by RIGHT NOW Figure 121 Customer Entry into RightNow Service To access the end user interface from the administration interface Click Go and select Links gt Interfaces gt your_interface gt End user By default this opens the Support Home page If your RightNow administrator disabled the Support Home page one of the other end user pages opens instead Chapter 5 Configuration options 217 Configuration options The functionality on the end user interface is completely customizable and can be configured to reflect your organization s customer service objectives Your RightNow administrator can enable and disable features add products and categories to group answers and incorporate your organization s color scheme and graphics Although listing specific configuration settings is beyond the scope of this chapter you will benefit from a general understanding of the options available t
360. ponent has been added to your navigation set Chat Home will appear in the Communications Center navigation list The amount of information displayed on the agent applet depends on the Live permissions set in your profile Note To use the agent applet it is mandatory that the Java Runtime Environment JRE be installed on your workstation When you initially open the agent applet the JRE will automatically install on your workstation If you have problems installing the JRE contact your RightNow administrator To open the agent applet 1 Click the Communication Center button on the navigation pane 2 Double click Chat Home in the navigation list The agent applet opens on the content pane Note Figure 88 on page 173 shows the agent applet with full Live profile permissions Depending on the Live permissions set in your profile you may not have all avail able options and may not see all system statistics Chapter 4 Path Communications Center gt Chat Home Agent section 173 amp Communications Center Chat Agent section __ _ Idle PPBAAD FX Average Sessions Handle Average Chats Last Response Per Hour Update John l mappa Ti gt 9 0 0 00 0 00 User wait queue f Responses and URLs tabs Responses uris Shortcut amp User Information John listening Last Name Doe Email Address j
361. ponse to questions 259 suggested answers window 39 SmartSense description 331 evaluating ratings 332 solved count aging of answers 87 using to rate answers 86 solved count for answers end user interface 237 Solved incident status 28 source mode adding HTML answers 115 special characters allowed when searching 105 standard answer report display 92 standard responses and URLs 196 standard text inserting in incidents 45 with hot keys 47 Standard Text window 46 standard workspaces answers 95 incidents 18 statuses answers 83 incidents 28 suggested answers SmartAssistant 39 Suggested Search Results window 247 suggested searches end user interface 246 suggestions Offer Advisor matches 289 ovetview 286 presenting to customers 292 priorities 289 rank 289 selecting for customer presentation 291 Suggestions Found Offer Advisor window 289 Support Console accessibility interface 308 Support Help page 276 Support Home page 220 Support Login page 224 system statistics RightNow Live 177 375 T tab bar end user interface 221 Table editor field descriptions 146 tables inserting in HTML 143 tasks adding to answers 123 to incidents 53 Tasks tab answers 100 122 incidents 52 telephone callback 193 thin client RightNow Live 186 see also accessibility interface Time Billed window field descriptions 51 toolbars answer report 93 answers 96 Attachments tab 127 incidents 19 Relationships tab Learned Links section 139 Manu
362. processes including utilities are automatically run 337 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 in the knowledge base including who per formed 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 service that identifies the telephone number of the caller This information can be used to identify customers in CTI Backup directory The directory that contains all the backup files created by the File Manager 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 The default version of File Manager that provides access to the most com monly modified files including the files used to modify the end user interface headers and footers of the email messages images on the end user interface and RightNow Live wordlist files and dictionary file
363. product or category that is visible on the end user interface In other words if you have an answer that is assigned to two products and one of the products is not visible on the end user interface but the other product is your answer will appear on the end user interface However if the answer is assigned to two products and neither product is visi ble on the end user interface your answer will not appear on the end user 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 on conditional sections in answers refer to Con ditional sections overview on page 151 Chapter 3 Tip Controlling answer visibility 85 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 end user interface answer the following questions to troubleshoot the prob lem e Is your status set to Public or a custom status with a status type of Public Does the access level have end user visibility for the desired interface Is your language for the answer appropriate If you have more than one interface with mult
364. r Quick Preview 1344 6 9 BO AEE Fea ee Normal jz Times New Raman in 12 oA Bot BAL 4 Toolbox g To change your address simply log onto the Global Wireless Customer area Enter your G wireless phone number and password to access your account Click My Profile to change ab Insert Answer Link your personal information including your address Conditional Sedion f D Search KnowledgeBase me Smart Merge Design Source Figure 71 Associating Multiple Access Levels Tip To view the answer how customers will see it on the end user interface click the Quick Preview tab 3 Click the Save and Close button to save your changes and close the answer Conditional sections overview 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 end user 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 assign
365. r you might want to know more about the other interactions the customer has had with your organization Using the Contact Search feature you can find this type of information To access customer history 1 Click the Contact Search button to open Contact Search For information on searching for contacts refer to the RightNow 8 2 User Manual Note While performing an agent to agent chat contact search is not available Path Chat Home gt Contact Search RE Contact Search x Contact LastName Contact First Name Phone Email Postal Code Organization CRM State E al Last Name First Name Office Phone Email Address Organization Name PostalCode Action Recent Contacts Name v There are no items to show in this view New Contact Select Cancel Figure 109 Contact Search Chapter 4 Transferring a chat to another agent 2 Fill in one or more fields and click the Search button 203 3 When you ate finished searching and want to return to the chat session click the Commu nications Center Chat content pane tab Or Right click the Contact Search content pane tab and select Close Transferring a chat to another agent When necessary you can transfer a chat to another agent This feature is helpful when another agent has more experience with a specific topic than you do To transter a chat to another agent 1 At any point during your chat session click the Transfer button to view a list of a
366. r agent inbox Tip For information on re queuing and reassigning multiple incidents at once refer to Updating multiple incidents on page 75 Chapter 2 79 3 Answers Customers use yout 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 look ing for you can create answers to common questions and post them on your end user inter face As a result you will be able to provide a greater customer experience because your customers 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 and how to control answer visibility to your custom
367. r button A new window opens and displays a form that prompts them for the email address to send to the customer s first and last name email address and any comments they want to add RightNow Service populates the Subject field with the subject of the answer Summary field Note RightNow Service also populates name and email address fields for those customers who are logged in when they request this option RIGHT NOW TECHNOLOGIES 236 End User Interface Path Support Home gt Find Answers gt Summary Link gt Email Answer x Denotes a required field Send To Your First Name Your Last Name Your Email Subject Am charged airtime when check my voicemail from my wireless g Comment Send Message Cancel Figure 134 Email Answer Form Important If a customer emails an answer that has a privileged access level the recipient must log in to verify access level privileges before viewing the answer How Well Did This Answer Your Question To help you improve the quality and content of your public answers RightNow Service allows your customers to rate the usefulness of answers in your knowledge base and suggest how answers could be improved This feedback can then be used to improve the effectiveness of the self service component of your customer service At the bottom of the Answer page customers can select a percentage that reflects how well the answer addressed their issue If custome
368. r even four separate phones Budget Plan This plan is designed for the individual using limited minutes per month For a low flat rate you can use up to 300 anytime minutes per month Prepaid Our prepaid program lets you decide when and how you d lik your minutes Minutes are easily purchased by phone or through our web site Back to Search Results lt Figure 86 Previewing an Answer Select the access level s from the Access Level selection menu and click the Preview button Only the sections of the answer with the selected access level s will appear on the Answer Preview window Figure 87 on page 169 shows the conditional sections associated with the selected access level Platinum Chapter 3 Previewing answers 169 Path Select Access Level s gt Preview E Answer Preview Access Level Everyone a Restricted ReplacementRepair Coverage Category Cat r Information General as ni ion Date Created 09 29 2005 01 09 PM Last Updated 96 13 2007 10 50 AM Family Plan Today s families are mobile Try our family plan to share minutes Access Level between two three or even four separate phones Everyone Answer Information about our calling plans Budget Plan This plan is designed for the individual using limited minutes per month For a low flat rate you can use up to 300 anytime minutes per month Prepaid Our prepaid program lets you decide when and how you d lik your minutes Minutes are easily
369. r interface Chapter 2 Adding content to the response 41 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 rele vant 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 customert s question Note Ifyou 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 To search for an answer 1 Click the Search Knowledge Base button on the Messages tab to open the Search Knowl edge Base window Path Messages gt Search Knowledge Base QQ Search KnowledgeBase x Li 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 Type Product Hierarchy Category Hierarchy Date Updated Reset Pubic All v a No Value i to NoValue fw Relative Relative Access Level Phrases Similar Phrases Exact Search Complex Expression User Acces V Limitto 1000 rows V Per Page Summary Date Updated Access Level Action There are no items to show in this view Close Figure 13 Searching the Know
370. ranklin jfranklin example org Edit Print Figure 16 Contacts Tab of an Incident RIGHT NOW TECHNOLOGIES 48 Incidents 2 To add a new contact to the incident click the Add button and select Add New The New Contact window opens Note You can also open the New Contact window by clicking the Search button to the right of the Contact field and then selecting the New Contact button Or To add an existing contact to the incident click the Add button and select Add Existing The Contact Search window opens Refer to the RightNow 8 2 User Manual if you need help searching for contacts Or To edit a contact for the incident right click the contact and select Edit A window con taining the contact s information opens the standard contact workspace contains the same fields as the New Contact window Path Right Click Incident gt Edit gt Incident gt Contacts gt Add gt Add New New Contact Dock to Console x Fy new C Copy Hi Print 2 lt Delete ZE Appointment SF Spell check 5 Expand Qinfo Hep First Name State Service x Last Name Organization Q Email x J Salesperson No Value x Office Phone _ Tite Address US Q Login Edit Password Contact Type No Value z SLA cickhere to add Global Optin No Value z Opportunites 0 Notes Tasks 0 Incidents 0 Surveys 0 Marketing Activity 0 Attachments Audi
371. ransactional mailings are sent to a contact when the contact meets speci fied 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 aA feature in RightNow Live 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 Unresolved One of three default incident status types and one of four default incident statuses Incidents with an Unresolved status have recently entered the system either by a customer or agent Unsubscribe link A link in a mailing that con tacts can click to opt out of future mailings or sur veys Updated One of four 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 displa
372. rce code RIGHT NOW TECHNOLOGIES 114 Answers e Preview the document Insert or clean HTML 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 19 Table 19 Toolbox Description Button Description Answer Actions 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 For informa tion refer to Inserting answer links on page 148 Conditional Section Click this button to insert a section with certain visibility restric tions within the answer For information refer to Inserting condi tional sections on page 152 Search Knowledge Base Click this button to search for an answer in the knowledge base with similar content to merge with the current answer For infor mation refer to Merging answer content on page 158 Smart Merge Click this button to merge answers using Smart Merge For infor mation refer to Merging answers using Smart Merge on page 154 HTML Buttons in this section are 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 140 Image Click this button to insert an image Refer to Inserting images on page 142 Horizonta
373. rchie Leach 11 03 AM Figure 107 Suggested Solution Window 2 Click the View button next to the answer you want to view This will open the Answer page in another web browser Click the Suggest button next to the answer you want to push to the customer This will append the URL to the chat session 4 Click the Close Window button to exit the Suggested Solution window Viewing customer session information You can tailor your assistance to customers if you know what actions they performed before submitting their chat request Using session tracking information you can view all the pages they visited within the support site and search histories text searches general searches and answers viewed You will be better prepared if you know how much time customers have spent looking for answers before you assist them in a chat To view customer session information 1 Click the Pages Viewed button to open the Session History window RIGHT NOW TECHNOLOGIES 202 RightNow Live Path Chat Home gt Pages Viewed Session History Microsoft Internet Explorer x ixi Entry When Spent Page 1 11 39AM 0 01 Support Home 2 11 41 AM 1 52 RightNow Live Entry 3 11 41 AM 0 00 RightNow Live Entry Total 1 53 E Done A trusted sites Ui Figure 108 Session History Window 2 After reviewing the customer s session history close the window to return to the chat Accessing customer history While chatting with a custome
374. rd tabs Attachments tab 58 Contacts tab 47 Messages tab 22 Summary tab 22 Tasks tab 52 Time Billed tab 51 re queuing 77 responses adding to incidents 38 attaching files 66 encrypting 66 313 selecting recipients 64 RightNow Wireless submitting questions 281 viewing previously submitted questions 283 saving changes on record tabs 22 options 19 partial edits 28 triggering rules engine 28 seatching archived 298 for answers 41 from incidents reports 27 knowledge base 41 Quick Search 27 sending responses 63 incidents continued SLAs crediting incidents to 31 ovetview 29 SmartAssistant answer links 40 answer text 40 suggested answers 39 soutces of incident creation 34 standard text inserting in incidents 45 standard workspace 18 statuses 28 tabs see incidents record tabs tasks adding to incidents 53 time billed adding to incidents 50 viewing archived 300 workspace elements fields 20 32 record tabs 22 standard workspace 18 toolbar 19 Insert Table window field descriptions 145 inserting answer links 148 conditional sections in answers 152 hyperlinks in answers 140 SmartAssistant answets links 40 text 40 standard responses during chat 197 standard text 45 variables in answers 165 J Java client 184 K knowledge base controlling visibility 83 identifying content holes 90 seeding your knowledge base 80 371 L language controlling answer visibility 84 learned links answers 138 links inserti
375. resolved 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 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 occurs Chapter 2 Important Editing incident fields 29 e The incident s status changes to Solved Regardless of how your system is configured the status of an incident automatically changes to Solved when the customer selects the I no longer need an answer 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 incident s 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 is the SLA Instance field This section describes SLAs SLA instances how to apply SLA instances and how to credit incidents to them An S
376. ress Alt p then Enter and select a Alt p product for the incident from the Product Hierarchy window Note The parent of the product you select is also selected auto matically Add Category or Click Add Category when adding incidents or View Edit Category View Edit Category when editing incidents or press Alt a then Enter and select a Alt a category for the incident from the Category Hierarchy window Add Disposition or Click Add Disposition when adding incidents or View Edit Dis View Edit Dispositions position when editing incidents or press Alt d then Enter and Alt d select a disposition for the incident from the Disposition Hierarchy window Queue Click this drop down menu and select an incident queue Incident Contact Information The Incident Contact Information section of the window contains the following information and fields Primary Contact This read only field contains the contact s name and email address Information Add Contact or Click Add Contact when adding an incident or View Edit Contact View Edit Contact when editing an incident or press Alt c then Enter to add or Alt c edit contact information RIGHT NOW TECHNOLOGIES 316 Accessibility Interface Table 62 Incident Information Fields Description Continued Function Add Organization or View Edit Organization Alt o Description Click Add Organization when adding an incide
377. rface Customers can also access search tips from this page Path Help Support Help Microsoft Internet Explorer Fie Edit View Favorites Tools Help SupportHome Answers Aska Question My Stuff Logged in as Steven Bryer Answers Tab Click this tab to search the knowledge base for answers using drop down menus and search text You can view a list of answers sort answers and page up or down Click w to sort a column in descending order or a to sortthe column in ascending order To view answer details click the subject link Answer Details An answer details page includes the question and answer From one of these pages you can do the following Notify me by Email if this Answer is Updated Click this button to subscribe to an answer Each time this answer is updated you will be notified by email Email Answer Click this link to send the answer to an email address You will be prompted for the recipient s email address Print Answer Click this link to print the answer Submit Rating This button allows you to rate the effectiveness ofthe answer Ask a Question Tab When you are unable to find your answer by searching the knowledge base you can submit a question to the support staff If you donot already have an account you will be asked for information needed to create a new account before your question is submitted My Stuff Tab This tab contains your personal account information You will need to
378. ription of the columns in the list Table 25 List of Attachments Column Description Column Description Name This column displays the name of the file Size This column displays the file size Created This column displays the date and time the file was created Updated This column displays the date and time the file was updated Description This column displays the description of the file attachment You can define the description in the attachment s properties For infor mation about defining attachment properties refer to Viewing attachment properties on page 130 Private This field displays the visibility of the attachment on the end user interface For information on the visibility of attachments on the end user interface refer to Viewing attachment properties on page 130 Viewing attachment properties You can view properties for answer file attachments You can also add file information and designate whether to index the file To view attachment properties 1 Select a file attachment from the list and click the Properties button on the Attachments tab toolbar Chapter 3 Attaching files to answers 131 Path Right Click Answer gt Edit gt Attachments gt Select File gt Properties Global Wireless Price Catalog doc attachment properties C x File Name Global Wireless Price Catalog doc Display Name Description Private Apply Figure 57 Vie
379. rlinks 141 2 Click the Hyperlink button on the toolbox Path Right Click Answer gt Edit gt Hyperlink Hyperlink Editor x Enteral Link intemal Link Link Text Target Figure 63 Hyperlink Editor 3 Enter field information described in Table 34 Table 34 Hyperlink Editor Description Field Description External Link 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 For information refer to Inserting answer links on page 148 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 win dow will open to the URL you specified If you enter an invalid URL an error message will open Text Type the text you want to appear to customers other than the default text Click Here 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 on the end user interface Same Window Select this option to have the link open in the same window when the customer clicks the link
380. rmation 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 follow up Note Figure 30 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 Note The New Opportunity button is not part of the standard incident workspace so it appears on the incident toolbar only if your RightNow administrator has added it Path Right Click Incident gt Edit gt Incident gt New Opportunity 15 New Opportunity Ex id save bah save and Close Spell Check Qinfo Delp Assigned DELMESJI Opportunity Name New Service Opportunity for Julie Franklin Summary See Incident 070629 000002 Contact Julie Franklin a Organization Mountain Roads Inc a Add Note View Opportunity Notes Y Sort Date Descending 7 Figure 30 Creating an Opportunity from an Incident Chapter 2 Sending responses 63 2 To edit any information for the opportunity enter field information described in Table 11 Table 11 New Opportunity Window Description Field Description Assigned Cli
381. rs respond with 100 they return to the Find Answers page if they respond with a rating less than 100 or another configured level a feedback form opens Note This feature can be enabled without the feedback form option in this configuration customers rate the effectiveness of an answer but are not provided with the feedback form to add comments Chapter 5 Viewing answers 237 Path Find Answers gt Summary Link gt Submit Rating Less Than 100 Z Provide Answer Feedback Microsoft Internet Explorer ioj xj Provide Feedback on this Answer Am charged airtime when check my voicemail from my wireless phone a Email Address How Could this Answer be Improved Submit Feedback Cancel Figure 135 Provide Answer Feedback Form Tip Customers are required to type their email address before the feedback can be submitted When the customer clicks the Submit Feedback button an incident is created in RightNow Service The email address is added as the incident contact and the suggestion is added to the incident thread Refer to Working with incidents on page 26 Your RightNow administra tor can specify the URL that will be used for the feedback form and can route the feedback incident using business rules When a customer submits a rating the solved count of the answer is directly affected The percentages 0 25 50 75 and 100 these percentages are configurable represent a 5 point scale t
382. rsons 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 Design space The section of the workspace designer where fields and controls are added edited moved and removed to create a work space 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 Usefulnes
383. ry Street Address city State Province Postal Code Office Phone Mobile Phone Fax Phone Assistant Phone Home Phone Title Type Disabled No Email Format Text HTML Multipart Figure 201 Adding a Contact 5 Enter the following contact information e First Name e Last Name e Email e Email Alternate 1 e Email Alternate 2 Login Chapter 8 Working on the Support Console 321 e Password e CRM State read only Country e Street Address e City e State Province e Postal Code e Office Phone e Mobile Phone e Fax Phone e Assistant Phone e Home Phone e Title Type e Disabled Email Format read only Contact Custom Fields if defined 6 Click Save or press Alt s then Enter to save the contact and associate it with the orga nization you added The message Organization Contact Created is displayed 7 Click the OK button to confirm the creation of the organization and contact close the message and return to the Support Console The information in Table 64 describes additional options for editing an existing contact these options are disabled if you have not yet finished adding a contact Table 64 Edit Contact Information Options Description Option Description Additional Information Click Additional Information or press Alt i then Enter to open Alt i a window displaying con
384. ry To edit a time billed entry right click it and select Edit 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 is 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 Path Right Click Incident gt Edit gt Incident gt Tasks Messages Contacts Details Time Biedt Tasks 2 _Orgarization Session 0 Attachments AuditLog e add Pedit Ly Copy X Delete Print Forward Z Complete Options Name Date Due Date Completed e Priority a Action Update related answers Faith Carson Edit Delete Print Complete Follow up call Faith Carson Edt Delete print Complete Figure 22 Tasks Tab Chapter 2 Adding tasks 53 To add or edit a task for an incident 1 Right click the incident and select Edit gt Incident 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 Edit Note The reference
385. s 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 RIGHT NOW TECHNOLOGIES 338 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 RightNow 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 Browse A search method on the end user inter face in which answers are grouped based on key words products categories and noun phrases in the Summary and Question fields Browse can be configured as single level browse which provides a gu
386. s Place at Top Middle or Bottom Fix at Top Middle or Bottom The display position is selected from the answer s Display Position drop down menu Disposition Sce Incident disposition Distribution list A mailing list of non staff member email addresses used for scheduling reports or any mailing event 343 Docked filter A run time selectable filter or out put variable that is added to the top of a report Docked filters let report users select different run time filter values and output variables in the report bypassing the Search window 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 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 mote specific at each lower level RightNow s drill down feature enables access to additional output levels in reports Drill down filter The
387. s This section also includes the following procedures to edit an inci dent editing key incident fields adding responses adding standardized content to responses add ing and editing contact information tracking time spent on incidents adding and editing tasks adding and editing organization information viewing the customer s session information and attaching files to incidents Additional procedures in this section include presenting offers to cus tomers creating opportunities from incidents and sending responses Refer to page 26 e Adding incidents Contains the procedure to add incidents Refer to page 68 e Managing incidents Contains procedures to forward incidents propose incidents as answers delete incidents update multiple incidents and re queue and reassign incidents Refer to page 70 RIGHT NOW TECHNOLOGIES 16 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 RightNow Service provides help throug
388. s are performed for searching in English while only one step is used for the other supported languages Word stemming and logical operators are supported in this search technique English Words and phrases entered are first checked for correct spelling If the words are spelled correctly a list of synonyms is generated for each word and the search is performed using this synonym list If a word is not spelled correctly the spell checker generates ten suggested words for the incorrectly spelled word Then a list of synonyms for each suggested word is generated and the search is performed using this list Other languages For languages other than English the above approach for spelling correction is used but no synonym expansion is performed Chapter 5 Search features 243 Exact search In this search technique answers with the same pattern of words are matched and displayed to the customer The pattern in the returned answers may be different from the search text in the sense that the returned answers will have the same sequence of stemmed words but these stemmed words may be separated by one or more stopwords Logical operators are supported in this search technique Complex expression This search technique is the only technique that supports wildcard searching which enables customers to search for words and phrases they are not familiar with The wildcard is the asterisk character which translates to anythin
389. s states functions and vari ables associated with a particular object class answers contacts incidents Live sessions oppor tunities organizations targets and tasks in busi ness rules Rule log A feature for viewing the rule or rules that have fired against a specific answer contact incident opportunity organization or task See also Business tules 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 357 Rules engine The 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 of the end user interface 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 signe
390. s allows you to manage and edit information and quickly move between the tabs as you work with answers The information available on each tab depends on the permissions set in your profile Figure 41 shows the record tabs for answers Path New gt Answer Content _Products Categories Tacks 0 Detais Attachments Audt Log Relationships Figure 41 Answer Record Tabs Important If 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 saving changes those changes will be lost Chapter 3 Answer record tabs 99 Table 16 describes the information contained on each of the answer record tabs Table 16 Answer Record Tabs Description Tab Description Content The following actions can be performed on the Content tab e Fill in the keywords field e Add notes to the answer Enter the question and answer fields Refer to Key answer fields on page 97 e Change answer types to add answers Refer to Adding answers on page 109 e Switch between Source Mode and Design Mode For infor mation on creating HTML answers refer to Adding HTML answers on page 112 e Insert sections in answers with restricted visibility Refer to Inserting conditional sections on page 152 Insert a link to another
391. s 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 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 87 To maintain information on 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 inci dents Agents may become overwhelmed with assistance requests and despite their best intentions they may forget or 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 Chapter 3 Evaluating answers using service analytics 91 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
392. s 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 type their answer to a question Thin client The HTML and JavaScript based end user interface for RightNow Live The thin cli ent is smaller than the Java client and does not require that the Java plug in be installed on the customer s computer See also Java client Thin client also refers to the non graphical inter face in RightNow Service 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 aA 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 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 Tracked link A link that can be tracked by RightNow Marketing and reported on for statisti cal purposes Tracked link category An 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 T
393. se 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 associated 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 tab Nested tabs contain additional information One tab lets you add and edit contact information A second lets you add and edit other contact information including contact custom fields and the third tab displays the incident history for the contact Path Right Click Incident gt Edit gt Incident gt Contacts Messages Contacts Details Time Billed 0 Tasks 0 Organization Session 0 Attachments Audit Log First Name Julie Last Name Franklin Email iankin example org ja Title Office Phone Address US Edit Contacts 1 _ Contact Fields Incident Histoy Add Pedit L Copy deiyprint x Remove J Options Saa x j Primary Full Name Email Address Organization Name Office Phone Title Action Julie F
394. se a logical expression such as phones AND accessoties Customers can use AND NOT and OR and include and as wildcard characters Sort By This drop down menu specifies how the answers and web docu ments are sorted Score Search results are displayed in descending order according to rele vance score Time Search results are displayed in descending order according to the date of the document s time stamp or time the answer was last updated Title Search results are displayed in alphabetical order Reverse Score Search results are displayed in ascending order according to rele vance score Reverse Time Search results are displayed in ascending order according to the document s time stamp or time the answer was last updated Reverse Title Search results are displayed in reverse alphabetical order Previewing external documents Customers can also preview external documents and search within those documents The keywords or phrases returned from a search are highlighted in the document preview Chapter 5 Searching with Web Indexer 255 Path Find Answers gt Documents gt Keyword Search gt Search gt Document Preview Link Fie Edt View Favorites Tools Help a E URL Address http rightnow com pubs Wireless_FAQ htm Search within this document cellular I recently purchased a picture phone Should I purchase a phone case or cover I Phrase On
395. search Documents doc xls pdf txt Select this check box to search for document files Audio mp3 wav wma Select this check box to search for audio files Images jpg bmp gif Select this check box to search for graphics files RIGHT NOW TECHNOLOGIES 60 Incidents Table 10 File Search Window Description Continued Field Button Description All Files Select this check box if you do not want to restrict the search by file type Click this button to start the search after you have defined the Seach _ y search criteria While file searching is in progress the button changes to Stop click it to stop searching when the file you want is displayed Click this button to open the File Upload window which displays a progress indicator and a Stop button for each file you upload If a problem occurs click the error to view details 4 Click the Search button to display a list of files that meet the search criteria 5 Clicka file to select it for uploading 6 To attach additional files to the incident press Ctrl while selecting the files 7 Click the Add Files button to upload the selected file and attach it to the incident 8 Click the Close button to close the File Search window 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
396. ses is created from each answer by first extracting all the stopwords from the answer then taking each individual word each pair of words and each triple of words Stopwords are common words such as a an and the Your RightNow administrator can also enclose words and phrases in HTML tags to pre vent them from being indexed and searchable in answers Once each word or phrase is identified within the answer a stemming algorithm is applied before storing it in the index In RightNow Service stemming is used for all supported lan guages Finally each word or phrase in the index is assigned a weight based on the number of occurrences of that word within the answer Each occurrence is weighted for importance by its location in the summary or heading the description the body of the answer or the Key words field weighted heaviest This can be configured by your RightNow administrator Word stemming All the search techniques in RightNow Service use stemmed words In most languages every root word has a different form depending on the tense such as singular or plural or past present and future Each word that is indexed or searched for in RightNow Service is stemmed leaving just the root instead of the whole word In this way substantial space is saved while simultaneously making the search broader and more appropriate For example the words reflection reflections reflected reflecting and reflects all have reflect as the root wor
397. sions Chatting Waiting Wait lt Wi Wai Response Handle Handled Abandoned Update RightNow Live Default Queue 2 1 1 0 0 00 0 0 0 33 0 00 0 00 0 0 8 47 44 AMA Queue 2 0 0 0 0 0 00 0 0 0 00 0 00 0 00 0 0 8 47 44 AM Queue 3 0 0 0 0 0 00 0 0 0 00 0 00 0 00 0 0 8 47 44 AM Entire System 2 1 1 0 0 00 00 0 33 0 00 0 00 0 0 8 47 44 AM Done User Dani Lion 8 48 AM EA Figure 110 Transferring a Chat to Another Agent 2 When you see the agent you want to transfer the customer to click the agent s name to open an internal chat RIGHT NOW TECHNOLOGIES 204 RightNow Live Path Chat Home gt Transfer gt Click Agent Name a Communications Center Chat PIBAD AX Idie Average Sessions Handle Response Per Hour Average Chats 0 0 00 2 45 0 0 0 00 0 00 0 Transfer Request Archie listening Wait Time User Information First Name Tony Last Name Burnet Email Address tonyb bigeoulior com Operating System Windows 2000 Browser Internet Explorer 6 0 Duration 0 59 Responses URLa Suggest collaboration Transfer Take offline Real time System Stats Type your message here then click Send or press lt Enter gt Arch I m visiting with Tony about warranties transferring Would you talk with him Type URL to be pushed here then click Send or press lt Ent amp Cumulative System Stats Last 30 minutes updated e
398. splays the remaining number of incidents that can be submitted by the customer Access Levels This field displays the custom answer access levels defined in the contract RIGHT NOW TECHNOLOGIES 274 End User Interface Table 54 My Contracts Page Description Continued Field Description Active Date This field displays the activation date of the contract Incident sub mittal is not tracked before the activation date Expire Date This field displays the expiration date of the contract Incident sub mittal is not tracked after the expiration date Change Password The Change Password option in My Stuff enables customers to change the password they use to log in to My Stuff Path Support Home gt My Stuff gt Login gt Change Password Z Change Password Microsoft Internet Explorer er File Edt View Favorites Tools Help june e a J e 3 mt ane Support Home Answers Aska Question L STi Logout Help Change Password Logged in as Lauri Chandler Change Password Old Password Enter new password Confirm new password Submit Figure 164 Change Password Page Because the password field is not automatically populated unauthorized users are prevented from reading the password if the page is viewed in source code Chapter 5 Provide Feedback 275 Provide Feedback The Provide Feedback component enables your customers to submit feedback to
399. ssigned Date Updated i HowdoIchangemyad English US Everyone Public Andrew Larson 07 05 2006 03 09 PM What is roaming English US Everyone Public 07 05 2006 03 19 PM Quick Search Do you have service are English US Everyone Public Andrew Larson 07 05 2006 03 09 PM Delete Rick Search Dashboad E How do I place acallwh English US Everyone Public 07 05 2006 03 19 PM it Delete How do I set up my voice English US Everyone Public 07 05 2006 03 19 PM Delete How do I access my voic English US Everyone Public 07 05 2006 03 19 PM Are there any shortcuts English US Everyone Public 07 05 2006 03 19 PM Which phones have text English US Everyone Public 07 05 2006 03 19 PM Can you please sendme English US Everyone Public Faith Carson 07 05 2006 03 08 PM What s the difference be English US Everyone Public 07 05 2006 03 19 PM Am I charged airtime wh English US Everyone Public Edward Lang 07 05 2006 03 07 PM What is airtime English US Everyone Public John Jergenson 07 05 2006 03 08 PM _ Delete What is a dropped call English US Everyone Public Faith Carson 07 05 2006 03 08 PM it Delete Which phones are availa English US Everyone Public Brenden Foster 07 05 2006 03 07 PM it Delete When will receive my English US Everyone Public 07 05 2006 03 19 PM it Delete How do I check my billo English US Everyone Public 07 05 2006 03 19 PM Delete How do Ireplacetheba English US Everyone Public Brenden Foster 07 05 2006 03 07 PM it Delete
400. ssions monitoring other agents and changing options Refer to page 172 Client overview Contains a description of the two customer clients and the process by which customers request a chat request Refer to page 184 e Chatting with a customer Contains the procedure for agents to engage in a chat session Refer to page 190 Using agent chat tools Contains procedures for chatting with another agent using standard responses and URLs transferring a chat conferencing another agent into a chat searching for sug gested answers accessing customer history and collaborating with customers Refer to page 195 e Creating incidents from chat sessions Contains the procedure for creating an incident from a chat session Refer to page 212 RIGHT NOW TECHNOLOGIES 172 RightNow Live Agent applet overview The agent applet is the interface on the RightNow Console where you chat with customers The agent applet is divided into sections containing agent user wait queue responses and URLs tabs system statistics and customer chat information From the agent applet you can manage your chat sessions engage in Live chats and access RightNow Live features to help you answer customer questions You can also view the status of customers in the wait queue including queue position and wait time Opening the agent applet After your RightNow administrator has configured your profile with the proper permissions and the Chat Home com
401. stion 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 Chapter 5 My Stuff 283 Path Login gt My Questions gt Select gt Select Question gt Select Reference 070 Global Customer 05 05 2007 03 35 PM Phone help Update Question My Questions Home Select Options Figure 177 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 Path View Question gt Update Question gt Select Update My Quest Global Enter Description O no longer need an answer to this question Update _ Edit Options Figure 178 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 Path Support Home gt Login gt Select gt Account Profile gt Select Edit My Profile Global Denotes a required field Email Address JdoeGexample com First Name __Edit Options Figure 179 Edit My Profile Page RIGHT NOW TECHNOLOGIES 284 End User Interface Creating an account When customers visit
402. swer associated with a topic word Path Find Answers gt Search Text roaming gt Search Find Answers Microsoft Internet Explorer File Edt View Favorites Tools Help mi wh 1 A we Pi S AA i pE NA K Support Home f 7C Aska Question Live Help My Stuff Login Help Search Search by Product Search by Catego Search by Keyword Search Tips All zj ja z roaming Search Search Phrases z Other Suggested Searches phone Recommended Documents 74 Am charged airtime when check my voicemail from my wireless phone 3 Answers Available Answer DSTT I 2 What is roaming 4 How do place a call when my phone is roaming 9 Can you please send me information about calling plans Es Done Figure 140 Displaying Answers Using Topic Words Suggested searches Suggested searches help customers search for answers by suggesting terms that they have not thought of or did not know the proper terminology for Customers can click the links of sug gested search terms to search using those terms without typing search text in the search text field Figure 141 shows the suggested search terms displayed above the search results Chapter 5 Searching with Browse 247 Path Find Answers gt Seatch Find Answers Microsoft Internet Explorer Fie Edt View Favorites Tools Help 4 a y Je me Support Home f 700 Aska Question Live Help My Stuff Login Help Search by Produ
403. t When you receive a callback request a prompt will display in the upper left portion of the agent applet and will include the customer s first name last name email address telephone number operating system and the web browser they are using A toast will also display at the same time You can accept the callback request from either the agent applet or the toast Path Chat Home amp Communications Center Chat Requestto call First Name John lLast Name Doe Email Address jdoe example com IPhone Number 406 522 4200 Operating System Windows XP xl Accept Decline ae z l Powered by PPBAQD AX ODiighttiow Active Idle Average Average Chats Last Agent Sessions Sessions Handle Response PerHour Update Mary Servicea 1 0 0 00 i 0 00 0 1 14 20 PM User Queue Wait Time John Doe RightNow Live Default Queue 00 00 16 Real time System Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update Queue_ RightNow Live Default Queue 1 0 g 1 0 17 00 0 00 0 00 0 00 o 0 1 14 01 PM Entire System 1 a a 1 0 17 0 0 0 00 0 00 0 00 0 0 1 14 01 PM Figure 100 Customer Request for a Callback To accept a telephon
404. t The specific answer contact incident Live session opportunity organization target or task that is evaluated by the rules in the object s tule base See also Object class 351 Object class A grouping of database entities including answers contacts incidents Live 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 is presented to a customer 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 Online mode The mode in which RightNow Sales functions when an Internet connection is present In online mode RightNow Sales commu nicates with the online remote database Operating system tThe 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 operatin
405. t Log T New X Edit L Copy 9X Delete gat Print s Forward Options Opportunity Name Assigned Status Stage Rep Forecast Manager Yalue Date Updated Action There are no items to show in this view Cancel Figure 17 Adding Contact Information to an Incident 3 Add or edit contact information in the First Name and Last Name fields and make a selec tion in the State field Chapter 2 Adding and editing contact information 49 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 RightNow 8 2 User Manual 5 Click the OK button to close the New Contact window Important Closing the New Contact window keeps the contact data in memory but the contact record is not saved in the knowledge base until you save the incident 6 To add other information to the primary contact record click the Contact Fields tab Path Right Click Incident gt Edit gt Incident gt Contacts gt Contact Fields J Messages Contacts _Detais Time Billed 0 Tasks 0 Organization Session 0 Attachments AuditLog First Name Julie Last Name Franklin Emai z itenkin erample org JA Tite 37 Office Phone Address US 8 Im la Contact Fields _ Incident History Global Optin No M State Service x Email Format No Value Y Source CRM Console J 3 C
406. t 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 are returned when SmartAssistant 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 tThe entry page on the end user interface that contains links to the main functions in RightNow Service This page provides custom 361 ers with quick access to the tools they need to answer their questions and receive immediate cus tomer 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 triggered by a campaign or business tule 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 st
407. t or category notifi cation After making changes and clicking the Save Changes button the contact record is updated and the customer receives the message displayed in Figure 162 RIGHT NOW TECHNOLOGIES 272 End User Interface Path Support Home gt My Stuff gt Login gt Profile gt Save Changes Z Profile Update Succeeded Microsoft Internet Explorer File Edit View Favorites Tools Help Support Home Answers Aska Question LZS Logged in as Jonny Toddy Profile Update Succeeded The changes you made to your profile have been successfully saved to the database Note that any changes made to your search defaults will not take effect until your next visit to this site if you have already performed a search during this visit inteme Figure 162 Profile Update Succeeded Page Contracts When customers are assigned an SLA instance from their contact or organization record on the RightNow Console they can view and track its status from My Stuff SLAs are called con tracts on the end user interface From the My Contracts page customers can see the total number of incidents allowed in their contract and the number of incidents remaining They can also see the contract s activation and expiration dates and any custom answer access levels associated with their contract which enables them to view privileged answers Note Your RightNow administrator must configure your application for SLAs and en
408. t response requirements RIGHT NOW TECHNOLOGIES 356 Response interval Defines when a service orga nization makes itself available to respond to and solve incidents on a daily basis in RightNow Service 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 Restricted functions Those functions on the end user interface that require a customer account contact record in the knowledge base to access Customers must have a customer account to ask a question and access My Stuff 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 four default answer statuses This status can be used to notify the knowledge engineer when a public answer needs to be reviewed See also Answer status RightNow Analytics A business analytics soft ware that provides organizations with full visibility into all of their customer t
409. t 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 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 A 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 records 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 rule
410. tact information including the date it was created the date it was updated its rules state and record ID Incidents Click Incidents to view the incidents associated with the contact Audit Log Click Audit Log to view the actions taken on the contact RIGHT NOW TECHNOLOGIES 322 Accessibility Interface To add secondary contacts to an organization 1 Click the View drop down menu and select an Organizations report The list of organiza tions is displayed on the Support Console Click the drop down menu in the Actions column of the organization you want to add the contact to and select Add Contact Click Go in the right column of the row containing the organization The New Contact window opens Enter and save contact information as described in To add an organization and contact on page 317 To edit a contact 1 5 Click the View drop down menu and select a report containing contact records The list of contacts is displayed on the Support Console Click the last name of the contact record you want to edit The record opens Make any changes to the contact To print the contact record click Print at the top of the window The contact opens in a separate window where you can click File and select Print to print the contact Click Save or press Altt s then Enter to save your changes to the contact record For more information about working with contacts and organizations refer
411. ted by RightNow in a meaningful way knowledge base also refers to the interrelationships among the pieces of information Knowledge engineer The staff member responsible for populating and maintaining the answers in the knowledge base for RightNow Service 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 ptepopulated 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 the reasons for rejecting a lead Learned link Related answers that have a learned relationship
412. tem Stats Cumulative System Stats Last 30 minutes updated every minute Agents Idle Users Users Longest Service Level Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Defaut Queue 2 1 0 o 000 100 0 ooz ooo 10 05 1 o 12 21 00 PM Queue 2 1 1 0 o 000 00 ooo 0 00 0 00 o o 12 21 00 PM Queue 3 1 1 0 o 000 00 ooo ooo 0 00 o 0 12 21 00 PM 2 1 o 1 0 0 00 100 0 0 07 ooo 1005 Entire System 0 12 21 00 PM User Dani Lion 12 21 PM Ez Figure 102 Agent to Agent Chat 3 Click the Disconnect button when you are finished chatting with the agent Inserting standard responses and URLs Frequently used responses and URLs can be prepared in advance so that you can quickly insert them in your message text box or URL text box and send them to a customer Standard URLs are also known as pushed URLs because when you send one to a customer a browser opens on their computer displaying the URL you sent them These tools not only help you assist customers more quickly but they also help you eliminate errors If standard responses and URLs have been defined and designated for RightNow Live they will appear on the Responses and URLs tabs on the left side of the agent applet Your RightNow administrator can also define shortcut IDs for stand
413. the selected sibling answer LA Preview RIGHT NOW TECHNOLOGIES 136 Answers Table 28 Siblings Answers Section Toolbar Description Continued Button Description Click this button and select an option for displaying the sibling answer Refer to the RightNow 8 1 Analytics Manual for information about report options The list in the Sibling s section contains answers that share the same product or category as the current answer Refer to Table 29 for a description of this list Table 29 Sibling s 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 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 answer Date Updated This column displays the date the answer was last updated Action Right click the text in this column and select an action to perform on the selected answer Actions include Add e Edit e Print e Remove e Preview Options menu Chapter 3 Managing answer relationships 137 Manually related answers Manually related answers are two or more answers that may contain related answer informa tion Manually relating answers provides customers with addit
414. tification Click the OK button to confirm Refresh Alt r Click Refresh or press Alt r then Enter to refresh the list of messages RIGHT NOW TECHNOLOGIES 308 Accessibility Interface Working on the Support Console From the Support Console you can add and edit incidents organizations and contacts You can also search for incidents organizations and contacts and forward incidents to other staff members This section describes how to work with incidents on the accessibility interface For a full discussion about working with incidents in RightNow Service including functionality that is not available on the accessibility interface refer to Chapter 2 Incidents on page 15 The Support Console is shown in Figure 194 Path Session Console gt Alt s gt Enter FR Support Console global__82 bab New Incident Z Go view Queues Z Refresh Search Fill Tier 7 Eill Inbox Close Queue Earliest Due Num Incidents Actions 09 26 2005 12 10 PM None Tier 09 26 2005 01 09 PM None Tier Il 09 26 2005 02 07 PM None Tier Ill 05 26 2006 09 42 AM None Sort By Queue Z Direction Ascending 7 Sort User Faith Carson Figure 194 Support Console Your navigation set determines which report opens by default but you can click the View drop down menu and make other selections Table 60 describes the functions you can per form on the Support Console The rest of this section descri
415. ting multiple incidents RightNow Service allows you to update forward propose and delete multiple incidents at one time rather than performing the same action on each incident individually This feature saves you time when you have several incidents that pertain to the same issue product or question For example suppose your organization has recently released a new product and you have received a large number of emails regarding it you can write a single response that lets you reply to all the incidents at once Or you might want to reassign all your open incidents to another agent when you leave for the day To update multiple incidents 1 Press Ctrl while selecting each incident from an open incidents report on the content pane Note Remember you can specify unique criteria to search for all incidents you want to update Refer to Searching for incidents on page 27 RIGHT NOW TECHNOLOGIES 76 Incidents 2 Click the Edit button on the report ribbon Note Figure 38 shows the standard workspace for working with multiple incidents Your workspace may be different if your RightNow administrator configured a custom workspace for working with multiple incidents Path Ctrl Select Incidents gt Edit Q Incident Multi Edit ox lich Save and Close 7 Spell Check Hep Assigned 7 No Change w Status 7 No Change z Queue No Change Z Product No Change J Category 7 No Change J Disp
416. tion custom fields appear when adding or editing an organization Organization hierarchy A feature for creating or changing the hierarchy of organizations A hier archy 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 Inner join Outlook add in The toolbar that displays in Microsoft Outlook when Outlook Integration is enabled The Outlook add in allows sales represen tatives to share contacts and tasks and synchronize email between RightNow Sales and Microsoft Outlook Output definition A description of a report that can be viewed when generating a report or when mousing over 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
417. tion described in Table 38 Table 38 Cell Properties Window Description Field Description Border Properties 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 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 Percentage 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 RIGHT NOW TECHNOLOGIES 148 Answers Inserting answer links 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 This feature enables you to create a link without typing a long URL to the answer To insert an answer link 1 Right click the answer on the co
418. tly Press Alt before the selected character to perform the action for example press Alt s on the Session Console when you want to open the Support Con sole After selecting an option by pressing Tab or an Alttkey combination press Enter to per form the action Note If your workstation has a software reader it can read the fields and summaries as you work The Session Console displays a list of your messages and allows you to access the Support and Answer Consoles and log out of RightNow Service The Session Console is shown in Figure 193 Path URL gt Launch Thin Client gt Login EY Session Console global__82___bab Support Console Answer Console Logout Messages 5 Who Type Message When Actions Edward Lang Incident Assigned Disconnection issue 07 10 2007 09 56 AM Delete Edward Lang Message Reminder Monthly reports due Thursday 07 10 2007 09 57 AM Delete Janis McDonald Message Please come see when you ve got a minute 07 10 2007 09 58 AM Delete Brenden Foster Incident Assigned Three way callling not activated 07 10 2007 09 59 AM Delete Brenden Foster Incident Assigned Web site access problem 07 10 2007 09 59 AM Delete Delete all of my notification messages Refresh User Faith Carson Figure 193 Session Console Chapter 8 Working on the Session Console 307 Table 59 describes the Session Console functionality on the accessibility interface Table 59 Session Console Description
419. to open the SLA Viewer window Any SLA instances that have already been applied to the cus tomer are displayed under SLA Instances Note If you select Edit gt Contact and the contact is associated with an organization the SLA field contains See organization for SLA Details Return to the incidents report on the content pane right click the incident and select Edit gt Organization Path Right Click Incident gt Edit gt Contact or Organization gt Add SLA Viewer x SLA Instances Add SLA Instance Name Active Date Expire Date Self Service Total Incidents Action Details Response Requirements Meme Interface global R Active Date eons Tine 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 Date Figure 5 Viewing SLAs 3 Click Add SLA Instance to open the Add New SLA Instance window Chapter 2 Editing incident fields 31 Path Right Click Incident gt Edit gt Contact or Organization gt Add gt Add SLA Instance Add New SLA Instance x Name x Active Date j June 2007 Today 06 28 2007 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
420. to search for archived incidents that meet specific criteria Also contains procedures to view and print archived incidents Refer to page 298 RIGHT NOW TECHNOLOGIES 296 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 58 on page 300 for a description of the information available when you access archived incidents Note Archived incidents will not appear unless your RightNow administrator has config ured incident archiving and archived incidents To access archived incidents 1 Click the navigation button that contains the Archived Incidents component Tip Contact your RightNow administrator if you are unsure of this component s location 2 Double click Archived Incidents Path Double Click Archived Incidents BY olobal RightNow amp y oo x New View Go Preferences Admin Community Offline Help Archived Incidents Ex Records Found 0 Reference Subject Closed Score E Today s Incidents 55 Incidents 5 Contacts Groups 5 Organizations SS Queues o A A Quick Search Incidents a Organizations 2 Tasks i Analytics 3 Communication Center Archived Incidents Logged in as Edward Lang Ry Online af Figure 187 Accessing Archived Incidents Important When you open th
421. to the current workspace Refer to Add ing answer details on page 125 Attachments Attach files to an answer and view file attachments Refer to Attaching files to answers on page 126 Audit Log View all actions taken on the answer Refer to Viewing the answer audit log on page 132 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 134 e Manually relate a new or existing answer with the current answer Refer to Manually related answers on page 137 e View edit print preview promote or block links automati cally related to the answer due to customer activity Refer to Learned links on page 138 Chapter 3 Searching for answers 101 Searching for answers You can quickly find a specific answer or group of answers meeting certain criteria using one of RightNow s search techniques You can search for answers in two ways Using Quick Search Search for a specific answer when you have only limited infor mation For information on Quick Search refer to the RightNow 8 2 User Manual Using search and selection criteria Search for answers based on selection criteria that includes words or phrases or answers set to a particular status The criteria avail able to search on depends on the permissions assigned in your profile Searchin
422. to use RightNow Service s features to monitor and maintain your knowledge base Chapter 3 Maintaining your knowledge base 89 Maintaining your knowledge base Many of the maintenance tasks related to organizing the answers in your knowledge base are automated in RightNow 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 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 87 e Answer review 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 90 e Data mining The processes of linking similar answers for the Related Answers fea ture and grouping answers for the Brows
423. ts or categories are selected 4 Click the Save and Close button to save your changes and close the answers Inserting variables in answers Important 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 end user interface 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 changes 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 suppose you want to add a contact variable for a support email address at your organization Instead of typing the email address every time you can add the address as a variable If the email address changes all answers containing the contact variable will be updated Contact The assigned value will be displayed when customers view the answer Because variables are case sensitive you must type the variable name exactly as it is defined For a detailed description of the variables available contact your RightNow administrator RIGHT NOW TECHNOLOGIES 166 Answers Copying answers You can copy an existing answer to make a new answer or sibling answer When copyi
424. ttings on the agent applet to help you provide the most effective assistance possible You can choose a default for the key s you press when sending message text disable the audible tone that alerts you to an incoming chat request and disable spell check Note Setting changes will stay in effect until you close the agent applet To change your agent settings 1 Click the options button on the agent section 2 Select from the options described in Table 44 Table 44 Agent Settings Description Option Description Send Shortcut Select this option to change the way you send messages to custom ers By default pressing Enter or clicking P will senda message but you can also configure the agent applet to send a message by pressing Ctrlts Sound Select this option to enable or disable the incoming alert sound Note The default sound notification on the agent applet Win dows default beep is activated only when a customer initially sub mits a chat request Any correspondence with the customer after that point does not result in sound notifications To change the default sound notification refer to Answer ID 1736 at http rightnow custhelp com RIGHT NOW TECHNOLOGIES 176 User wait queue RightNow Live Table 44 Agent Settings Description Continued Option Pull Next Chat Description Select this option to enable or disable the Pull Next Chat button For information refer to Pullin
425. ty Click this drop down menu to select a severity level for the inci dent Chapter 2 Adding responses 35 Table 5 Incident Fields on the Details Tab Continued Field Description 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 language of the message bases used for automatic responses to the incident Language 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 29 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 Re queuing and reassign ing incidents on page 77 Custom Fields If your RightNow administrator has added incident custom fields you can enter that information on the Details tab Adding responses The incident thread which displays communication between t
426. u close the record with out saving changes you will be prompted to save your changes If you do not your changes on the record tabs will be lost 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 e Add a response customer entry or private note to the incident thread Refer to Adding responses on page 35 e Filter and sort threads by type and date e View suggested answers from SmartAssistant and insert links to the answers or the answer text into the incident response Refer to Add ing SmartAssistant suggested answers on page 39 e Search public answers in the knowledge base Refer to Searching the knowledge base on page 41 Insert standard text into your response Refer to Inserting standard text on page 45 Send a response to the customer Refer to Sending responses on page 63 Contacts You can perform the following actions on the Contacts tab Refer to Add ing and editing contact information on page 47 e Add a contact to the knowledge base e Edit contact information e Copy and print a contact e Remove a contact from the incident Chapter 2 Incident record tabs 23 Table 2 Incident Record Tabs Description Continued Tab Description Details You can edit the following fields on the
427. ually Related Answers Leamed Link s Are you sure you want to change the Answer Type Figure 49 Confirm Answer Type Change Window ACaution 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 3 Click the Yes button in response to the Confirm Answer Type Change message Chapter 3 Adding answers 119 Path New gt Answer gt File Attachment gt Yes New Answer T New lad Save L Save and Close ow 7 Spell check t Expand Qinfo Help F Summary 7 AD Staus Private M Language Engish US Assigned Administration y Administrator Content _Products Categories Tasks 0 Details Attachments AuditLog Relationships Access Level Everyone Keywords Notes Answer Type HTML URL FileAttachment 8 Add File 3 i es X Name Size Created Updated Description Private Figure 50 Adding a File Attachment Answer 4 Click the Add File button and select one of the following options a Select Browse to browse for the location of the file you want to add For information refer to To browse for a file to attach to an answer on page 127 b Select Search to search for the file you want to add For information refer to To search for a file to attach to an answer on page 128 Information ab
428. ubmit a question to our technical support staff who will reply to you by email Wi Live Assistance Chat with a support technician on line or request that one call you back at a later time Vinge My Stuff Login to check the status of your questions modify your answer update notifications update your personal profile or access restricted information and features Wo idecae Provide Feedback Submit a suggestion complaint or other feedback about this site here Poweredby RIGHT Figure 123 Support Home Page with RightNow Live Enabled When a customer clicks one of the links the appropriate page opens Clicking the Find Answers link for example opens the Find Answers page Chapter 5 Support Home page 221 Path Support Home gt Find Answers Find Answers Page 1 of 2 Microsoft Internet Explorer File Edit View Favorites Tools Help Support Home A Aska Question Live Help My Stuff Login Help Seach Browse Search by Product Search by Catego Search by Keyword Search Tips All z All Search Search By Phrases X Poweredby RIGHT 15 Answers Available Page hz of2 co gt How do change my address Do you have service area maps Are there any shortcuts for listening to voice messages Am charged airtime when check my voicemail from my wireless phone What is a dropped call What is roaming How do place a call when my phone is roaming How do set up my voicemail Ho
429. ult is 100 3 Click the Search button to query the database for incidents that meet your search criteria There is an implicit wildcard at the end of the search string Path Archived Incidents gt Search Incidents gt Search Archived Incidents ox Records Found 100 Reference Subject Closed Score 011107 000058 phone number 0111 2007 100 2 050227 002050 Phone light 0141 2007 97 amp Figure 189 Results from an Archived Incidents Search 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 inci dents display in RightNow 8 2 RIGHT NOW TECHNOLOGIES 300 Incident Archiving To view incident information 1 Double click an archived incident Or Select an atchived incident and click the View Incident button Path Archived Incidents gt Double Click Incident Archived Incidents Records Found 100 Reference Subject Closed Score Incident 4 011107 000058 phone number 01711 2007 100 sidebar 2 050227 002050 Phone light 014172007 97 g Reference Messages Details Audit Lo
430. unt Information consisting of a user ID and password that allows customers to access restricted functions on the end user inter face including Ask a Question and My Stuff Cus tomers can create a customer account when submitting a question this in turn adds a contact record in the knowledge base Customer Experience Designer A tool used to build a graphical representation of a campaign The Customer Experience Designer allows staff members to diagram the actions and decisions of a campaign on a canvas and define the attributes of each component See also Workflow diagram 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 enables 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 will ha
431. uote Record tabs All the tabs associated with the open record on the content pane of the RightNow Console Each tab contains 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 or a condition statement in a business rule Reject One of seven default opportunity sta tuses 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 Related browse topics A list of browsable answer groups that can be displayed under the search results on the Find Answers page Related browse topics provide an alternate means for cus tomers to locate answers 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 w
432. user cls_adp php p_sid Qujicvbi p_lva p_l Trustedsites j Figure 146 Results from Searching in Browse The left side of the Browse page always displays the topical structure of the knowledge base represented in nested folders on the right are the answers belonging to the selected topic or sub topic The best matching answer is displayed on the right and the corresponding topic folder on the left is automatically selected Other answers in the same topic as the best match ing answer are also displayed in descending order of match strength Even if an answer does not contain a query term it may be of interest because it is related to the same topic An icon indicates the match strength of each answer allowing customers to quickly identify the ones most likely to answer their question The topic folders on the left are also ordered according to the match strength of the answers they contain and the same icons are used as for answers In addition the folder label notes how many matching answers it contains Depending on the query there may be matching answers in several topics which customers can examine by clicking the folders or their labels Because the contents of a topic are suggested by the folder labels customers may be able to find an answer more easily than by going through a long list of answers that partially match their query The ordering of topics and answers and the icons indicating match strength remain unchang
433. utgoing paths Anchor also refers to a destination for hyperlinks placed at locations within documents for use in mailings and questionnaires for surveys Announcements box A white board or memo box on the Support Home and My Overview pages on the end user interface for displaying information to customers such as upcoming prod uct releases or marketing information Announce ment boxes can be enabled or disabled and the text can be customized Answet 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 Answer pages Answer relationship tThe relationship between two or more related answers Answer relationship types include sibling manually related and learned link Sibling and manually related answer relation ships are defined by staff members learned link answers ate 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 adde
434. ve 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 ina RightNow application dbaudit A utility that builds and prepopulates the schema and performs the database portion of the RightNow upgrade The dbaudit utility 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 The dbstatus utility also sends out watchlist notifications See Business rules and Watchlist notification Dead One of seven default opportunity statuses and status types An opportunity with the Dead status 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 pe
435. vel Average Average Average Calls Calls Last Queue Online Sessions Chatting Waiting Wait lt 20 Sec Wait Wait Response Handle Handled Abandoned Update RightNow Live Default Queue 1 0 1 0 0 00 100 0 0 09 0 00 1 54 2 0 4 14 00 Ph Queue 2 0 0 0 0 0 00 0 0 0 00 0 00 0 00 0 0 4 14 00 Ph iene 3 n n n n ANN nne Ann ANN ANN n User Archie Leach 4 14 PM Figure 103 Responses Tab 2 Double click a response to insert it in your message box You can edit the text or send it as is Or Type a shortcut ID in the Shortcut field and click the arrow or press Enter Tip Mouse over a response to view the shortcut ID code RIGHT NOW TECHNOLOGIES 198 RightNow Live Path Chat Home gt Responses gt Double Click Response amp Communications Center Chat o 9PAQDAX Tony emar Manage aaae persu urine Q HO OS GP oO 0 00 0 10 24 11 AM User Information First Name Tony listening Last Name Bumett Email Address tbumett bigcoulier com Operating System Windows 2000 Wait Time Browser Internet Explorer6 0 en_US Duration 0 58 Archie Leach me om Tony me om Archie Leach Hi my name is Archie Leach How may help you Tony Can you tell me about your cell phone plans Responses URLs Phone Service Plans Voicemail Access Type your message here then click Send or press lt Enter gt
436. very minute Agents Queue Online Idle Users Users Sessions Chatting Waiting Serice Level Average Average Calls Calls ERR Last lt 20 Sec Wait Wait Response Handle Handled Abandoned Update a RightNow Live Default Queue 2 o 1 0 0 0 0 33 0 00 0 00 a 8 48 44 AM 0 0 0 00 0 00 0 00 8 48 44 AM 0 0 2 0 0 0 0 0 0 0 1 a a 0 0 0 00 0 00 0 00 g 8 48 44 AM o 0 0 0 33 0 00 0 00 8 48 44 AM User Dani Lion Figure 111 Internal Chat Between Agents Tabs list the cus tomer name and the selected agent you are requesting to take the transfer You send a message to the selected agent asking to trans fer the cus tomer 3 The selected agent clicks the Transfer Accept button to accept the transfer or they can decline the transfer Chapter 4 Conferencing another agent into your chat 205 Path Chat Home gt Transfer gt Click Agent Name gt Internal Chat gt Transfer Accept amp Communications Center Chat amp 92FF29 IX raoesa Fony Acti Idi A Chats Last p m e ee ee er EAA S Dani Lion T 0 1 32 2 10 6 9 02 00 AM 0 0 00 0 00 0 8 59 27 AM User Information First Name Tony listening Last Name Burnet Email Address tonyb bigcoulior com Operating System Windows 2000 Browser Internet Explorer 6 0 T wait Time Duration
437. w Service you can create answers about your services and products and post them on your site You can also cre ate public answers from incidents in your knowledge base or agents can propose incidents to become answers 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 details And formatting answers is easy with RightNow Service s HTML editor which allows you to create links tables graphics and use other HTML features without prior HTML knowledge As a result your support site will be more interactive and visually appealing Answers reports When you first log in to RightNow and click the Answers button on the navigation pane the reports available to all staff members with your profile will display in the navigation list Fig ure 39 on page 93 shows the Answers Default report on the content pane Chapter 3 Answers reports 93 Path Answers gt Double Click Answers Default R alobal edo RightNow 8 DE New View Go Preferences Admin Community Help Answers 5 Answers Default Gx Answer Items Home Report Display Data Dz7bxeaQ Q e en New Edit Copy Delete Print Assign Preview Search Refresh Reset Record Data Set nswer ID Summary Language Access Lev Status A
438. w do access my voicemail Which phones have text messaging Seenonewna Figure 124 Find Answers Page Most of the pages accessed from the Support Home page contain tabs that link to the other main components The tabs make it easy for the customer to navigate the interface Path Support Home gt Find Answers Support Home MYST Aska Question Live Help My Stuff Login Help C Seach Browse Figure 125 End User Interface Tabs Tabs for logging in and accessing help are also available Clicking the Login tab takes custom ers to the Support Login page where they can log in to access restricted functions Restricted functions and the RightNow Service login feature are described on page 223 Clicking the Help tab displays general information about the end user interface Tip The Provide Feedback link appears on the Support Home page only Refer to Provide Feed back on page 275 for information RIGHT NOW TECHNOLOGIES 222 End User Interface Accessible Links function The end user interface contains the Accessible Links function in compliance with Section 508 of the Rehabilitation Act It can be activated using accessibility software such as a screen reader or through keystrokes The administration interface in RightNow Service also con tains an accessibility interface available through the thin client Refer to Logging in to the accessibility interface on page 304 This section contai
439. wers Page Description Field Button Description Customers click this button to search the knowledge base for Aah answers Customers click this button to search using the multi level view in Browse oe Note The multi level Browse view is enabled by default Refer to Searching with Browse on page 247 Product This drop down menu contains all the products that have been added in your application If your organization has more than one RightNow Service interface only the products that have visibility on this interface are displayed Note Customers can click the View Product Hierarchy button on the right above the Product drop down menu to display the prod uct hierarchy in a separate window Refer to Viewing product and category hierarchy on page 231 Additional product levels This drop down menu contains all additional levels of products for the products contained in the Product drop down menu Category This drop down menu contains all the categories that have been added in your application If your organization has more than one RightNow Service interface only the categories that have visibility on this interface are displayed Note Customers can click the View Category Hierarchy button on the right above the Category drop down menu to display the category hierarchy in a separate window Refer to Viewing prod uct and category hierarchy on page 231 Additional category
440. wers using search and selection criteria 101 for answers using special characters 105 for files to attach 128 answers continued searching from incidents 41 seeding the knowledge base 80 siblings 134 Smart Merge 154 Smart Merge window 155 SmartAssistant suggested answers 39 solved count 86 87 standard report display 92 standard workspace 95 statuses 83 tasks adding to answers 123 toolbar description 96 types File Attachment answers 118 HTML answers 112 URL answers 116 URL answers 116 variables inserting 165 visibility access levels 84 answer statuses 83 conditional sections 84 language 84 ovetview 83 products and categories 84 troubleshooting 85 workspace elements fields 97 record tabs 98 reports toolbar 93 standard workspace 95 toolbar 96 see also knowledge base 367 Archived Incidents Content Pane 296 Ask a Question options 257 preliminary responses 259 RightNow Wireless 281 submitting questions 258 Ask a Question page 257 associating answers with multiple access levels 150 contacts with an organization end user interface 225 products and categories with answers 120 attaching files to answers 130 to incidents 56 Attachments tab incidents 58 Audit Log tab answers 132 incidents 24 banners see flags billable tasks incidents 51 browse multi level view 250 overview 247 related topics in a standard search 248 single level view 248 using search text 251 browsing for files to attach to answers 1
441. 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 generated based on customer information An example of a promotion is free shipping on certain prod ucts 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 fin ish responding to the customet s question you can click the Offer Advisor button on the inci dent toolbar to display an Offers window which resembles the one in Figure 29 Chapter 2 Presenting offers to customers 61 Path Right Click Incident gt Edit gt Incident gt Offer Advisor Offer Advisor Julia Maxwell x Promotions Found 3 Name Summary Rank Yes Match Dup Response Action Free ring tones Free ring tones 1 81 0 No Set Response Extended warranty Add 90 extra days with the purchase of a 2 47 0 No Set Response Back to school p Package deal on phones for students 3 31 0 No Set Response Guide Free ring tones Because you purchased a cell phone from us in the past 30 days we re offer
442. when an agent pulls incidents Question The main element in a survey Text and choice question types can be created Ques tions can be used in multiple surveys mixing and matching as necessary See Text question and Choice question Questionnaire The complete set of questions and all the pages in a survey Using the HTML edi tor staff members can create dynamic surveys using a graphical interface to add questions and create survey branches based on how customers answer A questionnaire must be created for each sutvey Queue See Incident queue and Chat session queue Quick Search A component on the RightNow Console used to search for records and files when only limited information is known Quick Search can be used to search the knowledge base no mat ter what navigation list is displayed or what is open on the content pane RightNow contains a number of default Quick Search reports and other reports can be added to the Quick Search button in navi gation 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 defined for a spe cific type of sales quote Quote templates are used when generating a quote for an opportunity See also Q
443. who do not remember their password can enter their user ID and click the Email Me My Password button to have their password emailed to them Ifyou do not have an account Customers who do not have a customer account can create one to access restricted functions Note If your RightNow administrator has disabled this option so that customers cannot create an account this section does not appeat Chapter 5 Creating an account 225 Creating an account Customers click the Create a New Account button to open the Create a New Account page Path My Stuff gt Create a New Account i A Create a New Account Microsoft Internet Explorer _SupportHome Answers Aska Question _ My Stuff New Account Contact Information When You are Done Figure 128 Create a New Account Page In the default configuration the Create a New Account page prompts the customer for a user ID and password if required in your application email address including alternate addresses and first and last names Any contact custom fields that have end user visibility are also displayed such as the Existing Customer field in Figure 128 Associating contacts with an organization Your RightNow administrator can configure your site to allow contacts those customers with a customer account to be associated with an existing organization Associating contacts with an organization allows you to group contacts under a
444. window Chapter 2 Path Messages gt Send on Save gt Cc Sending responses 65 Select Names x Type Name or Select from List Name Address Type Abby Parker abby parker global exampl Account Administration Group Administrator admin global example com Account Andrew Larson andrew larson global exa Account Brenden Foster brenden foster global exa Account Brent Ditkwood brent dikkwood globalexa Account Edward Lang edward lang global examp Account Faith Carson faith carson global exampl Account Jeff Schwimmer jeff schwimmwer global ex Account John Jergenson john jergenson global exa Account JR Sanchez j sanchez global example Account Lucy Bauer lucy bauer global example Account Marketing Group Matthew Gold matthew gold global exam Account D Sales Group Service Group Message Recipients Cc gt Bec gt Figure 32 Selecting Recipients for an Incident Response a Select a name from the list b Click the Cc button to list the name in the Cc field or the Bcc button to list the name in the Bcc field Note 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 c Click the OK button to close the Select Names window 4 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 Bec fields
445. window for entering the organization s address The default address types are Billing and Shipping and your RightNow adminis trator may have added others Type the address in the fields on the window 5 To enter a login or password type the information in the appropriate field 6 To change the organization s state click the drop down menu and select an option 7 Enter any organization custom fields on the Custom Fields tab 8 To view the incident history for the organization click the Incident History tab 9 To view the organization s contacts click the Contacts for Org tab 10 Click the Save button on the incident toolbar to save your changes on the Organization tab Viewing the Session tab You might find it helpful to know what information contacts viewed on the end user inter face 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 Edit gt Incident 2 Click the Session tab The number of actions are listed in parentheses on the tab Path Right Click Incident gt Edit gt Incident gt Session Messages Contacte Details Time Biled 0 Tasks 2 Oraanization Session 6 _Attachments AuditLog Options When Spent Page 1 06 29 2007 08 48 AM OhOm3s Support Home 2 06 29 2007 08 48 AM OhOm5s Answers Search Page
446. wing Attachment Properties 2 Enter field information described in Table 26 Table 26 Attachment Properties Window Description Field Description File Name This field displays the file name You can change the name of the file Display Name Type the name you want the file to display as on the end user inter face Description Type a description of the file to provide more information about it Private Select this check box to make the attachment private Note Private attachments will not appear on the end user inter face Indexed Select this check box to index the attachment Text contained in the attachment will be searched when customers perform a search on the end user interface 3 To view your changes click the Apply button 4 Click the OK button to close the Attachment Properties window RIGHT NOW TECHNOLOGIES 132 Answers 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 This information is especially useful when more than one staff member edits the same answer The Audit Log tab is shown in Figure 58 Path Right Click Answer gt Edit gt Audit Log Content Products Categories Tasks 0 Detais Attachment AuditLog Relationships Transactions for this answer Raa What Edited
447. with only one response This num ber is displayed as the percentage of incidents solved with only one staff response File A file that is uploaded to RightNow Marketing for attaching as a link in a document or snippet 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 or organi zation or sent with an incident response or sales quote Files that are permanently attached to an incident or answer can be viewed by customers on the end user interface all file attachments can be viewed by staff members on the RightNow Con sole Files that are sent with an incident response can be opened with the customer s email client and are not permanently attached to the record File attachment answer A type of answer that appeats as a file attachment File link A clickable link to a file attachment that is inserted in a snippet or a document File Manager tThe interface used to access modifiable files for RightNow products The File Manager is available in Basic and Expanded ver sions Administrators can modify files used to cus tomize a site s end user interface email messages 345 sent to customers image word lists and dictionary files See also Basic File Manager and Expanded File Manager Final message A mailing format used to send the mailing as final In broadcast mailings final messages
448. wledge base This chapter also contains the pro cedures to search for add edit and publish answers and manage answer relationships RIGHT NOW TECHNOLOGIES 10 Introduction Chapter 4 RightNow Live Contains procedures for responding to chat and phone requests using chat management tools including RightNow Live Collaboration transfer and conference Also included are procedures for inserting standard responses and URLs search ing for answers in the knowledge base viewing customer session information and creating incidents from chat sessions Chapter 5 End User Interface Contains a description of the main components of the end user interface including all the features available to customers and how customer actions affect staff members These actions include searching for answers logging in accessing cus tomer account information requesting Live chat sessions and asking questions Also included is a description of the search techniques available to customers 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 Accessibility Interface Contains an overview
449. words and phrases are first checked for correct spelling If the word is spelled correctly a list of synonyms is generated for each word and the search is performed using this list If the word is spelled incor rectly the spell checker generates ten suggested words which are used in the search Word stemming and logical operators are sup ported When searching using similar phrases you cannot search for char acters that have special searching functions for example and Therefore you cannot search for a word containing one of these characters for example 9 negative nine For a list of special characters refer to Using special characters when search ing on page 105 Exact Search Type the words or phrases in this field to search the answer Sum mary Question Answer and Keywords fields Using this tech nique only answers containing an identical pattern of words are matched The pattern in the returned answers may be different from the search text because the answer may contain the same sequence of stemmed words or use stopwords such as a an and the When searching using exact search you cannot search for charac ters that have special searching functions for example and Therefore you cannot search for a word containing one of these characters for example 9 negative nine For a list of special characters refer t
450. yed 363 User wait queue The list of customers waiting to chat with a RightNow Live agent As agents close chat sessions customer position in the queue is updated accordingly While in the wait queue customers can search the knowledge base for answers or exit the queue without waiting for an agent See also Chat session queue Utility Any of a number of programs in RightNow to help manage and configure a RightNow installation RightNow utilities include agedatabase bulkdel dbaudit dbstatus Rexport Rimport langcvt msgtool reporigen techmail and witool 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 Visibility A setting that determines where a cus tom field or customizable menu item will appear Visibility settings specify the interfaces in a multi ple interface installation where these fields appear the settings can also define whether the fields appear on various administration and end user interfaces and whether certain custom fields with customer visibility can be edited Waiting One of three default incident status types and one of four default incident statuses An incident marked Waiting has been responded to by a staff member and is waiting for a response from the incident creator Watchl
451. 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 several paragraphs of text but the first para graph does not contain information that will answer the customer s question With RightNow s Manage Anchors functionality you can quickly link to a specific location To insert an anchor 1 Right click the answer on the content pane and select Edit 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 Path Right Click Answer gt Edit gt Insert Cursor gt Manage Anchors Manage Anchors x Anchor Name i Rename Figure 70 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 delete an anchor select the anchor and click the Delete button RIGHT NOW TECHNOLOGIES 150 Answers 7 To rename an anchor select the anchor and click the Rename 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 tomer visibility the answer will be visible on the end user interface In addition you can con trol the
452. 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 password is required on the Support Home Page customers cannot create a new account from their WAP device To create an account customers select Create a New Account from the Support Home page and enter the following information Path 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 Last Name The customer s last name Support Home gt Create a New Account gt Select Create a NewAc Global Denotes a required field User ID Password Edit Options Figure 180 Create a New Account Page Chapter 5 285 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 y
453. your orga nization about your web site customer service or product satisfaction When customers click Provide Feedback on the Support Home page a form opens where they can enter comments Note The Provide Feedback link is available only on the Support Home page Path Support Home gt Provide Feedback Z Provide Feedback on this Site Microsoft Internet Explorer Bagi Provide Feedback on this Site Contact Information required Email Address Your Feedback Submit Feedback Cancel Figure 165 Provide Feedback on this Site Page When customers click the Submit Feedback button an incident is created in RightNow Service The incident s contact information is populated through the customer s email address and the Subject field is Site Feedback the incident thread contains the customet s comments from the Your Feedback field The site feedback incident can be routed to the appropriate staff member either manually or through business rules and can be used to update and improve your organization s web site and customer service Note Customers must enter the email address associated with their contact record in order to submit feedback Customers receive a confirmation message after submitting their feedback RIGHT NOW TECHNOLOGIES 276 End User Interface Help When customers click the Help tab they open a page containing general information about the functions on the end user inte
454. your question 100 75 50 C25 Cou _ SubmitRating Users who viewed this answer have also viewed Am charged airtime when check my voicemail from my wireless phone What is roaming e What is airtime Can you please send me information about calling plans Are there any shortcuts for listening to voice messages Previously Viewed Answers Can you please send me information about calling plans Which phones have text messaging What is a dropped call What is roaming Am charged airtime when check my voicemail from my wireless phone _ SE na Figure 132 Answer Page The Answer page displays the details of the answer The amount of information displayed depends on how your site is configured Links to any related answers are also displayed on the bottom of the page Chapter 5 On this page customers can Viewing answers 233 e Subscribe to be notified whenever the answer is updated e Print the answer e Email the answer to themselves or someone else e Rate the usefulness of the answer and provide feedback about the answer e View a related answer Search for another answer Table 49 describes the fields and buttons on the Answer page Table 49 Answer Page Description Field Button Description Answer ID This field displays the answer ID Product This field displays the product of the answer if products have been added Note Customers can click

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