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USER MANUAL

1. on Od KA 080918 000000 global_811_bab RightNow CRM x Home 2 C Ge x af t F V lt gt Print ABC Offer Advisor z amp p Li Copy 5S New Opportunity o Save Save amp New Refresh Forward Spell Propose Links Info Close X Delete Check 5 Appointment Save Actions Proofing Related Activities Links and Info Opportunities 8989 080918 000000 4b Opportunity Items ae F Manager Analysis ee 3 Subject Need help getting 3 way calling to work S Manager Analysis Dashboard My Win Rate bySalesRep Reference 080918 000000 Contact David Connelly e L My Revenue Recognition by Sales Rep Login E Status Unresolved Organization Name Customize List Assigned Customer service J Product 200 R Recent Items Faith Carson Help 080918 000002 ETA Dale Finn Disposition No Value vi Category Manage my account online k Z Send Technical Sheet 12 A Li v Messages Contacts Time Billed 0 Tasks 1 Organization Session 0 Home SmartAssistant QQ Search Knowledgebase Standard Text A Undock e Communication Center z n Customer Entry By Phone amp Faith Carson 09 18 2008 09 44 AM w The display reads 200 version 23 with the version number below 200 B Contacts Response Faith Carson 09 18 2008 09 35 4M 9 en Sure First need a little information When did you purchase your model 20
2. 106 Chapter 4 Chapter 5 Viewing attachment properties Updating multiple records Creating and using work groups Adding Outlook appointments Contacts 0 0 eee Contacts OVerview 2 ee eee ee Changing contact associations Deleting CONC os oer etae ewe Standard workspace for contacts COM ACES ADe 4 538 Ke hoe Hao as OCIS COn Beere s kat acre iiny Associating contacts 04 Associating contacts with organizations 0 0 0 eee eee eee ee Associating contacts with incidents Associating contacts with opportunities 0 0 0 0 0 eee eee Removing contact associations Editing COMMONS cdo nthe es bet ae Viewing contact information Opportunities tab Notes tab 2 o nbs eee whoa Seeees TASKS AD bomen crdsa ebonbarsads Incidents TAD s6 0 40a nade cewn nee SULVCYS 12D saan die eins tdwoevans Marketing Activity tab Attachments tab o 4s505 440440020 Audit Log TAD 44 tte ane betent Working with contact records Reassociating incidents with a different contact 0 Reassociating opportunities with a different contact Organizations E seen bee eee eu Organizations Overview Organizations contacts and SLAs Standard workspace for organizations Contents 3 108 110 115 121 125 126 126 127 129 132 134 138 139 142 142 142 143
3. View Previous Log File Select this option to open a previous log file in a text editor Clear Log Files Select this option to delete all log files including the current one RIGHT NOW 24 Chapter 2 Getting Started Table 1 Application Menu Description Continued Section and Option Create New Items Description This section on the right panel provides you with a list of all the records and items you can add to the knowledge base Note The options that appear in this list depend on the permis sions set in your profile For instance if you do not have permis sion to add answers the Answer option will not appear in the list Incident Ctrl Shift 1 Select this option to add an incident Refer to the RzghtNow Service User Manual Answer Ctrl Shift a Select this option to add an answer Refer to the RzghtNow Service User Manual Opportunity Ctrl Shiftt p Select this option to add an opportunity Refer to the RzghtNow Sales Administrator and User Manual Contact Ctrl Shift c Select this option to add a contact See Adding contacts on page 134 Organization Ctrl Shiftto Select this option to add an organization See Adding organiza tions on page 157 Task Ctrl Shift t Select this option to add a task See Adding tasks on page 182 Dashboard Ctrl Shift b Select this option to create a dashboard Refer to the RaghtNow Anal
4. To edit a task 1 Right click the task on the content pane and select Open gt Task The task opens RIGHT NOW 192 Tasks 2 Make the necessary changes 3 Click the Save and Close button to save the changes to the task To delete a task 1 Right click a task in a report and select Delete gt Task Or With the task open click the Delete button A Task Delete confirmation window appears 2 Click the Yes button to delete the task Completing tasks RightNow lets you set a task to complete from a tasks report Three options are available for marking a task complete e Right click the task and select Complete e Select the task and click the Complete button on the report ribbon e Select the task and click Complete in the Action column In all options you will be asked to confirm that you want to set the task to complete To set multiple tasks to complete press Ctrl while selecting each task in the task report and then right click and select Complete or click the Complete button on the ribbon 1f you click Complete in the Action column when you have selected multiple tasks only the task in the row where you click Complete will be updated Chapter 6 193 7 Notifications The Notifications component lets you view and manage the notifications you receive If your profile gives you permission you can also send broadcast notifications from this component In this chapter e Opening your notifications Conta
5. BE Lisa Jones Address US Login Quick Search 2 Edit SLA Add x Contact Type No Value m Global Optin No Value w Opportunites 0 Tasks 0 Incidents 0 Surveys 0 Marketing Activity 0 Attachments Audit Log Add New Print Copy Delete eji Forward 3 Options Customize List Opportunity Name Assigned Status Stage Rep Forecast Manager Yalue Date Updated Action There are no items to show in this view a 7 58 Qta Logged in as Faith Carson Ronline 100 y ow Figure 58 Standard Contact Workspace Your organization may use the 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 contacts whether it is the standard workspace or a customized workspace This chapter uses the standard workspace to describe how you work with con tacts but keep in mind that the workspace your profile uses might display a different combi nation of fields or display them in different locations RIGHT NOW 130 Contacts Table 27 describes the buttons on the ribbon of the standard contact workspace For more information about the ribbon in general and the Quick Access toolbar refer to Working with the ribbon on page 66 Table 27 Standard Contact Workspace Ribbon Description Group Button Desctiption Save Save Click this button to save the changes you have
6. Click this button to copy the contact record Refer to To copy a record on page 91 Click this button to remove the contact association from the inci dent opportunity or organization Click this button to open your email client with an untitled mes sage to the contact Note This button is enabled only if your profile includes permis sion to send email to contacts B Set Contact Role Click this button to assign a contact role to the contact Refer to To set a contact role on page 147 Note This button is available only when editing opportunities Click this button to display a drop down menu of options that include actions you can take such as printing forwarding publish ing or exporting the contact data The following columns are available on the Contacts tab e Primary for incidents and opportunities e Full Name e Email Address e Organization Name e Office Phone e Title e Contact Role for opportunities e Action RIGHT NOW 134 Contacts The Action column contains Open and Print options for the contact you can also access these options by right clicking the contact Other right click options include Add Copy Remove Email Set Contact Role opportunities only and Options The right click options are the same as those offered by the buttons on the Contacts tab toolbar Adding contacts Chapter 4 Contacts can be added to the knowledge base by custome
7. Greater than Hide advanced options Search Method Search globally replace results Search within results replace results Search globally append to results Fj Return non matching items Figure 21 Advanced Search Options Table 9 describes the advanced search options Table 9 Advanced Search Options Description Option Description Search globally replace Select this radio button to remove the results from the previous results search and replace with results from this search This is the default advanced search option Search within results Select this radio button to search only the current results and keep replace results only those that match this search Search globally append to Select this radio button to keep results from the previous search results and add results from this search You can also select the Return Non matching Items check box to return all files that do not match your search criteria Chapter 2 Accessing data and taking actions 57 Accessing data and taking actions You will focus on four elements to move around explorers to access data and take actions the tree the list the ribbon and the address bar Note Depending on the permissions in your profile and the explorer you are working in certain actions may not be available For example if you select a standard report in the Reports explorer the Delete action from the list and the button on the ribbon a
8. Recent Items a Quick Search x Answer Quick Search v Answer ID Customize List Figure 8 Navigation Pane Displaying Small Buttons Drag the slider bar up to display the large buttons again You can also click the down arrow on the bottom of the navigation pane to change button size e Show More Buttons Select this option to add a navigation button in a large format As you add a button its smaller version is removed from the bottom of the navigation pane This action adds large buttons one at a time e Show Fewer Buttons Select this option to show fewer navigation buttons in the large format Selecting this option removes the buttons one at a time As each large but ton is removed its smaller version is added to the bottom of the navigation pane Collapsing the navigation pane Even though most of the tasks you perform begin on the navigation pane there may be times when you want to hide it for instance you might want more room on the content pane when you ate working on a report and do not need to show the navigation pane Just click the left arrow next to the navigation pane heading Figure 9 shows the console with the navigation pane collapsed The navigation buttons now run down the left side of the console Chapter 2 Working on the content pane 35 r p Answers Default global_98_gdb RightNow CRM eas hs Cs Home Display Page Setup C x ANES e Q
9. Table 12 Explorer Ribbon Description Group Button Desctiption Record New Report Click this button to create a custom report Note This button appears only on the Reports explorer ribbon Other explorers contain a New button New Dashboard Click this button to create a dashboard Note This button appears only on the Reports explorer ribbon Edit Report Click this button to edit the selected item in the list You can also right click the item and select Edit or double click the item Note This button appears only on the Reports explorer ribbon Accessing data and taking actions 61 Table 12 Explorer Ribbon Description Continued Group Button Desctiption Open Report Click this button to open the selected item in the list You can also right click the item and select Open Note This button appears only on the Reports explorer ribbon Other explorers contain an Open button Queue Click this button to manually schedule the report to run in the background When a queued report has been generated a toast notification displays with a link to open the report This option is useful for reports or dashboards that you think may query or return a large amount of data You can also right click the report and select Queue Note This button appears only on the Reports explorer ribbon View Definition Click this button to view the report definition in a new window You can also right click the report and select View
10. on page 67 Community Select Community to access the following options Customer Community Home Select this option to open RightNow s Customer Community Home page where you can interact with other RightNow custom ers and share ideas and best practices Discussion Forums Select this option to participate in discussion forums with other RightNow customers Events Select this option to access a list of ongoing and upcoming events such as user groups and user conferences that can help you get the most out of your RightNow solution Education and Training Select this option to access information about RightNow s cus tomer education including product tutorials web based training regional training workshops and customized training Library Select this option to access RightNow documentation white papers podcasts and more Professional Services Chapter 2 Select this option to learn about RightNow s consulting services including integration services tune ups and upgrades Accessing the application menu 21 Table 1 Application Menu Description Continued Section and Option Support Description Select this option to log in to our customer support site and search for answers submit questions or access your account information Developer Community Select this option to learn about integrating or customizing RightNow beyond the standard configuration offered
11. Click this button to change settings specific to your staff account yout local settings and your RightNow password You can also customize the content pane and navigation pane display See Changing RightNow CRM options on page 36 K Exit RightNow CRM Ribbon Click this button to exit your RightNow application Directly below the Application button is the ribbon which appears on all reports records and explorers The ribbon consists of tabs and buttons for taking actions and performing functions on an entire report individual records in a report or items in an explorer tree or list For a description of ribbon functionality see Working with the ribbon on page 66 Tip If nothing opens on the content pane when you log in the ribbon will be empty Refer to Changing navigation pane settings on page 45 to define what opens on the content pane when you log in Working on the navigation pane The navigation pane on the left side of the console is where you select the reports and items you need to access throughout your workday By default the navigation list that appears when you log in will be the navigation list that was displayed when you logged out Refer to Changing navigation pane settings on page 45 to select what opens when you log in RIGHT NOW 26 Getting Started At the top of the navigation pane is the navigation list followed by Recent Items which dis plays the items you have re
12. Enterprise Analytics An enterprise level reporting tool for viewing diverse data on large data sets including data from external databases Escalation A means of tracking answers inci dents opportunities and tasks using business rules When a rule s conditions are met the rules engine schedules escalation to the new level When the scheduled time based on absolute or relative time arrives the rules engine sets the escalation level and takes the action specified by the rule such as sending an email notifying a manager or following up with a customer See 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 designed to allow answers to be visible to all staff members and customers depending on the answer status Exception A method of highlighting report data that meets certain criteria Data exceptions also allow email alerts to be sent when data in a sched uled report meets the exception criteria Exchange rate A scale of monetary conversion from one currency to another See Currency Expanded File Manager A version of the File Manager that provides additional access to the mat directory for modifying the format of email mes sages See also File Manager and Basic File Manager 253 Explorer A layout format on the content pane that displays a tree on
13. Search Select this option to specify 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 Refer to To search for a file to attach to a record on page 107 Click this button to open the file for viewing Click this button to download the file attachment and save the file to the location you specify on your workstation RIGHT NOW 106 Common Functionality Table 22 Attachments Tab Toolbar Description Continued Button Description Click this button to view or edit the properties of a file attachment Properties Refer to Viewing attachment properties on page 108 Click this button to remove the selected file attachment from the record Browsing and searching for files to attach to a record When you want to attach a file to a record 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 a record but each file can be no larger than 20 MB by default Contact your RightNow administrator to learn if additional file size limitations exist on your system To browse for a tile to attach to a record 1 Click the Attachments tab 2 Click the Add Files button and select Browse A window opens and displays the files and folders on your workstation E _ _ lt lt __ lt _ lt
14. Suggestion A product recommendation auto matically generated by Offer Advisor using a pre dictive model based on customer purchase history Support Home The entry page on the customer portal that contains links to the main functions in RightNow Service This page provides customers with quick access to the tools they need to answer their questions and receive immediate customer service Survey A method of gathering customer responses and feedback Surveys can be sent as mailings served as a web page or sent as events triggered by a campaign or business rule See RightNow Feedback Survey status A method of tracking the state of a survey The default survey delivery statuses include Draft Launched Scheduled Preparing to Send Sending Suspended Suspended by Error Canceled and Completed Suspended A mailing and survey status that indicates a mailing or survey has been temporarily suspended from the Sending or Launched status Suspended by Error A mailing and survey sta tus that indicates a transactional mailing or transac tional survey encountered an error and has been temporarily suspended RIGHT NOW 27 2 Synchronization The process of collecting and combining records from online and offline data bases to ensure data is consistent between both databases Also called syne See also Offline mode and Online mode Syndicated widget A customer portal widget that can access the RightNow dat
15. make the same change to several records For example you might want to add the same flag to several records Note In addition to opening a multi edit workspace that lets you make the same change to multiple records simultaneously you can also open multiple records in a single operation by right clicking the selected records selecting Open Sepa rately and then selecting the type of record you want to open Rather than opening a multi edit workspace as described in To edit multiple records on page 112 this procedure opens each record separately you can then edit each record independently of the others The changes you can make to multiple records depend on the workspace defined by your RightNow administrator Figure 48 for example shows the standard workspace for multi editing contacts tm isi Contact Multi Edit RightNow CRM sx U d Home C ia ABC SN Y OS Save and Spell Links Close Check Save Proofing Links Contacts Qall Contacts Contact Multi Edit d gt x Contact Items a A Salesperson No Change 8 Customer Dashboard Contact List Contact Information Company Details x Disabled Flag C No Change State No Change No Change _ a fad Home T m Communication Center D Analytics Logged in as Faith Carson online 100 gt Figure 48 Updating Multiple Contacts Chapter 3 Updating multip
16. s email address first and last names contact type title any phone numbers that have been entered and any custom field informa tion Note This check box appears only if you are forwarding an inci dent Exclude Notes Select this check box to exclude any notes in the incident thread from being forwarded with the incident Note This check box appears only if you are forwarding an inci dent If this check box is selected the changes are retained when forwarding other incidents Incident Files Files that are attached to an incident you are forwarding are listed in this field Select the check box next to any file you want to for ward with the incident Note This field is not visible when forwarding opportunities or tasks nor is it visible if no files are attached to the incident Opportunity Files Files that are attached to the opportunity are listed in this field Select the check box next to any file you want to forward with the opportunity Note This field is not visible when forwarding incidents or tasks not is it visible if no files are attached to the opportunity Response Files Click the Add Files button and select Browse or Search to attach files to the record Refer to To browse for a file to attach to a record on page 106 or To search for a file to attach to a record on page 107 Forwarding records 89 Table 16 Forward Window Description Continued Field Button Descr
17. 143 143 144 144 144 145 145 146 146 146 148 149 151 152 152 153 RIGHT NOW 4 Contents Chapter 6 Chapter 7 AUT OPA ZANONS 52 4 Fate se Ges ea eee eee tues sat see es 157 Adding contacts to organizations divark ai ial eg he Meas aia steal 161 Editing OTeanlZalOUSe Sunday dee ot Ret aunts Cees ees de hatea wah ies 162 Viewsne OroaniZ ation infora snc a E Ao Ware aaah ek 162 COMPACES CAD tion te Bs dy SEO ee cae ee a OI res eae 162 OQ PpOMUDItES AAD asc educke cy peewee ea cee eae E A a ea ee 163 INDIES ata Gea lsd ahs Rosette h ete ub ee teen eee eee 163 Tako CAD iso dean ease es ae ee ne Ge ene 164 EEE E E EAE e EEN FEE amp aes E teehee ne Nee aa nearer 165 Fiera ay Deria ea a reste e hd eal E 165 Aachen aes ot 4G eke toe A oe e a ASR 166 PIC EOS D aed eea E a Aaa ea ented ET 166 Working with organization records 18 d ak Sie rare Gua Arak oe ru rren 166 Creating and editing organization hierarchies cnc eceadennlas How ease 168 Editing organization hierarchies 2054 6035 sayh eee ess poe wee 170 Accessing maps and driving directions 0468 wa tiusveelenete dave ens 171 PE EEEE EET aes EEA EE EEE EE E E EE Ley TEAS ON 1 a EEE ear wean wee aura eed EEE 178 Standard workspace for tasksnu ii ore Cet eb E E A ehe oes 178 AE Sereda Saw ate nate E NE ned ete ee hd ae er 8 Ny tae EEE 181 DO TACKS EEE E bos nice ora Baten eet oti eucting dhe eased 182 Using the Inherit property for task fields iccctcsccicdiudi beeedou
18. Each record type and component has a corresponding navigation button Your RightNow administrator has created a navigation set containing the navigation buttons you can access and assigned it to your profile This determines the navigation buttons and associated naviga tion lists that appear on the console The next few pages describe the main elements on the console shown in Figure 2 on page 18 and explain how you move around and perform basic tasks Be aware that what you see when you initially log in depends on how your application is configured and what permissions have been assigned in your profile Accessing the application menu Clicking the Application button at the top of the console gives you a variety of choices for working in RightNow including access to other areas of the product and product functional ity shortcuts to adding records and items in RightNow and access to options for changing your personal settings and password and customizing the content pane and navigation pane display Application button LA Print Create New Item 3 Incident Publish 9 Answer Ss Opportunity B Eome B8 Contact oO Links 3 Eme z iv Task BA Offline gt 9 Dashboard jul Report uap 6 Analytics t Add In Logging Wcampaian Surveys Mailing D Audience M Content Library Guided Assistance Guide RightNow CRM Options X Exit RightNow CRM Figure 3 Application Menu The app
19. NOW 10 Chapter 1 Introduction Chapter 2 Getting Started Contains the procedure for downloading RightNow and log ging in the first time This chapter also contains an overview of the RightNow Console and RightNow explorers Also included are procedures for customizing navigation lists and changing RightNow CRM options Chapter 3 Common Functionality Contains information about the ribbon and proce dures for searching for and working with records attaching files to records updating multiple records forwarding records and viewing audit logs Chapter 4 Contacts Contains an overview of contacts and their associations with organi zations incidents and opportunities This chapter also contains procedures for searching for contacts adding and editing contacts and associating incidents and opportunities with con tacts Chapter 5 Organizations Contains an overview of organizations and their associations with contacts and SLAs This chapter also contains procedures for searching for organiza tions adding and editing organizations adding contacts to organizations creating organiza tion hierarchies and accessing maps and driving directions Chapter 6 Tasks Contains an overview of tasks and the procedures for adding editing and deleting tasks This chapter also contains a discussion about task inheritance Chapter 7 Notifications Contains information about viewing notifications and desktop alerts and include
20. RIGHT NOW 76 Common Functionality Searching with Quick Search Chapter 3 RightNow s Quick Search functionality lets you access any record or file when you have only limited information about the item Quick Search is an ideal way to search the knowledge base no matter what navigation list is displayed or what is open on the content pane For instance you could be working on a contact record and want to view an answer without changing navigation lists Using Quick Search which you can access from a drop down menu on the navigation pane just enter the answer ID and click the Search button The answer opens on the content pane and you can take any action you need Important RightNow contains a number of predefined Quick Search reports The reports that appear in the Quick Search drop down menu depend on what reports were added to the Quick Search button in your navigation set Additionally if you have permission to customize your navigation set you can add and remove Quick Search reports as necessary You cannot however add folders or other items to the list of Quick Search reports The Quick Search section on the navigation pane can be removed from any navigation list See Changing navigation pane settings on page 45 The following section contains the procedure to search for an answer using Quick Search The procedure is similar for other types of records although the search fields are different Following the proc
21. chat session opportunity organization target or task meets the rule s conditions Rules can contain multiple actions An action is also a component of a campaign Actions can perform one of nine functions in a campaign including sending broadcast and transactional mailings exe cuting external events adding contacts to lists and notifying staff members Action atrow An arrow on a workspace field or control that displays available editing options Activate A process that is manually run after making changes to a state function or rule in a rule base to check for errors archive the current tule base and convert the edited rule base to the active rule base See Business rules and Rule base 243 Active One of the default opportunity statuses and status types An opportunity with the Active status is currently advancing in the system toward a sale Add in A custom NET component that is loaded and activated by RightNow to add new fea tures and integration capabilities Add In Manager A utility for adding updating and deleting add ins in RightNow The Add In Manager is also used to set add in permissions for each RightNow interface See also Add in Administration buttons The buttons on the navigation pane associated with RightNow s administration options Common Configuration Service Configuration Marketing and Feedback Configuration and Sales Configuration Clicking a button displays that optio
22. e Dashboards Dashboatds are any combination of individual reports shown together in one report on the content pane Chapter 2 Working on the navigation pane 27 e Explorers Explorers display information on the content pane in hierarchical folders and are available for certain components and administration items in RightNow Explorers can be added to any navigation list e Other items Other items in a navigation list can include components such as notifi cations and archived incidents Tip The Recent Items and Quick Search sections remain on the navigation pane regardless of which navigation list is displayed However you can prevent one ot both from displaying with any navigation list Refer to Changing navigation pane settings on page 45 Selecting actions from a navigation list Once you have the navigation list you want displayed on the navigation pane you can double click a report or other item to open it on the content pane You can also right click an item to take other actions Be aware that certain actions require profile permissions Table 2 describes the actions you can take from a navigation list Table 2 Available Actions from Navigation Lists Right Click Report or Other Item Available Actions Select from the following actions Open Select this action to open the report or item on the content pane Queue Select this action to manually schedule the report to run in the
23. in the knowledge base to provide more meaningful answers to customers and to reduce answer dupli cation SmartAssistant RightNow technology that uses business rules to automatically suggest possible answers to customers email questions and Ask a Question queries Staff members can use 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 RIGHT NOW 2 0 SmartSense RightNow technology that esti mates a customer s emotional state or attitude based on the words and language the customer uses when submitting a question in RightNow Service SmartSense also rates the incident responses sent by agents The SmartSense ratings for both customer and agent appear wherever they have been placed on the workspace In RightNow Feedback SmartSense evaluates text questions submitted by customers in surveys Snippet Any text or part of a document that can be used in more than one document Snippets can be added to documents from the Content Library component Soft phone functions Standard telephone func tions such as receiving transferring and confer encing See CTI Solved One of the default incident status types and incident statuses An incident marked Solved has been resolved Solved count The method for determining where an answer will display in the list of answers The most useful answers those with the hig
24. matches a business rule Rules can contain multiple conditions Conditional formatting A method of highlight ing specific information in report columns that does not require creating data exceptions Conditional section A section of text in a doc ument that appears only to those contacts meeting certain criteria Conditional sections can also be placed in answers and tagged with specific answer access levels See Document and Access level conditional section Conference A feature in RightNow Chat that enables an agent to conference another agent into a chat session with a customer Conferencing is also available in CTI allowing multiple agents to talk with a customer Configuration Editor tThe editor for customiz ing configuration settings Configuration settings All of the settings accessed from the Configuration Editor to config ure and customize a RightNow interface Configuration Wizard An interactive utility for customizing and configuring RightNow Configu ration categories include Outgoing Email Support Home Answers Ask a Question My Stuff Secu rity Incidents Agedatabase Utility and SmartAssistant Response Contact Any individual with a contact record in the knowledge base Contact records can be added by staff members and by customers when submit ting a question Contact custom field A field for gathering and displaying additional information about contacts Contact custom fields appe
25. port solution that intelligently assists both custom ers and agents with inquiry resolution across traditional and online channels RightNow Service assists Customer service and support organizations that need to easily capture respond to manage and track all service interactions in one consoli dated application RightNow Smart Client The web based CRM software that allows local applications to interact with the server based applications The RightNow Smart Client can be installed on staff workstations using the Click Once or MSI deployment method See also Click Once installer and MSI RightNow Wireless The interface for accessing RightNow Service from a wireless phone or any device with a WAP wireless application protocol browser such as a PDA personal digital assistant Rollover 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 queu
26. select the Per Page check box Instead of the total number of search results being limited to the value in the Rows field every page will return that number of results 7 To establish the order for sorting search results click the text in the Order By field The Sort window opens Oheerrnnn www A Sort Sort items by weight Ascending v Descending Then by j Ascending Answer ID v Descending Then by none Ascending v Descending it Ascending Descending Figure 28 Sort Window a Select the primary field you want to sort by from the Sort Items By drop down menu b To sort by the selected field in ascending order select the Ascending radio button To sort in descending order select the Descending radio button RIGHT NOW 74 Chapter 3 Common Functionality c To sort on additional fields select the fields to sort on from the Then By drop down menus When you define multiple sort fields the records are initially sorted by the first sort field If any of the records have the same value for the first sort field those records will then be sorted by the subsequent sort fields d To remove all sort options click the Clear All button e Click the OK button to close the Sort window 8 To save your selections as default search filters for the report click the Save as Defaults button The next time you click the Search button for th
27. 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 in survey reports and the emotive rating options are not available when choosing conditions for busi ness rules RIGHT NOW 242 SmartSense Emotive Rating Appendix B RightNow Glossary Absolute time An exact date and time defined in an escalation action for business rules or a com parison period for custom reports In standard reports absolute time is the amount of time passed based on a 24 hour clock See also Relative time Access level conditional section A method of controlling the visibility of a portion of an answer Only those staff members and customers with per mission to view the access level assigned to the answer section can view it Accessibility interface aA non graphical inter face in RightNow Service that allows staff mem bers to work on the administration interface and customers to use the Classic end user interface All mouse functionality is accomplished with key strokes to make navigation simple and fast Action The part of a business rule that defines what happens when an object answer contact incident
28. 121 printing 93 searching for from a report 71 from open records 79 ovetview 70 using Quick Search 76 shortcut keys for adding records 235 for records reports and individual records 237 when editing 236 standard workspaces 84 work groups 115 removing contact associations from records 142 contacts from organizations 167 reordering explorers folders 58 items in the list 59 navigation lists items and folders 28 31 Reset Local Settings check box 41 Reset Navigation Set to Profile Default check box 47 Restore Defaults button 74 retrieving hold calls in CTI 206 ribbons description 66 explorers 60 minimizing 67 New Contacts window 130 New Organization window 155 New Task window 183 notifications 195 Quick Access toolbar 67 shortcut keys 60 right click options content pane tabs 43 explorers list 58 seatch results 54 tree 57 navigation lists 27 283 right click options continued recent items list 32 RightNow CRM options accessing 36 RightNow CRM Options button 25 see also RightNow CRM Options window RightNow CRM Options window category descriptions 37 navigation pane settings 46 password settings 42 personal settings 39 view options 44 RNT Spell Checker window 100 S Salesperson field 96 Save as Defaults button 74 screen pop in CTI 205 search types explorers 53 for records 72 Search window 71 contacts 79 organizations 81 tasks 82 searching explorers advanced search options 55 overview 53 taking act
29. 162 Hierarchy tab 165 Incidents tab 165 Notes tab 163 Opportunities tab 163 Tasks tab 164 removing contacts from 167 Salesperson field 96 searching 70 from a report 71 from contact records 80 using Quick Search 76 SLAs 152 state 159 workspace elements fields 156 ovetview 153 record tabs 156 ribbon 155 Outlook integration continued sync options email syne 220 setting up 216 task syne 219 task integration 224 P password settings field descriptions 42 passwords changing 41 Per Page check box 73 personal settings field descriptions 39 phrases searching 72 placing calls in CTI 207 printing contacts and organizations driving directions 175 records 93 priorities tasks 184 properties file attachments 108 Q Quick Access toolbar customizing 67 Quick Search ovetview 76 predefined reports field descriptions 78 searching for records 76 Outlook adding appointments 121 Outlook email attachments 228 Outlook integration appending email 228 connecting to the RightNow server 216 contact integration 222 email integration 227 installing 214 sharing contacts 223 tasks 225 smart tags 230 sync options contact sync 217 R Rebuild Local Data Cache check box 41 recent items list description 48 selecting actions 32 records assigning 96 attaching files 102 audit log 93 copying 91 records continued docking 118 editing multiple records 112 forwarding 86 opening 85 Outlook appointments adding
30. 23 AM Deleted Staff Account Edited From Incident Editor 05 11 2007 09 14 AM Deleted Staff Account Edited From Incident Editor 05 10 2007 11 11 AM System Survey Sent 05 10 2007 11 11 AM Deleted Staff Account Changed Status Unknown 05 10 2007 11 11 AM Deleted Staff Account Assigned To No Value 05 10 2007 11 11 AM Deleted Staff Account Created From Incident Editor Figure 39 Viewing the Audit Log for an Incident Columns in the audit log are described in Table 18 Table 18 Audit Log Description Column Description When Displays the time and date the action was performed on the record or other item By default the most recent action is listed first Updating records 95 Table 18 Audit Log Description Continued Column Description Who Displays the staff member who performed the action Note If Administrator is listed in this column the action was the result of a business rule or an automatic update by the RightNow application What Displays the type of action performed Description Displays a brief description of the action performed or provides addi tional information about the action Tip You can click a column heading to sort the list by the column you select Click the column heading again to reverse the list Updating records There are several operations that are similar for different kinds of records This section describes the procedures for assigning staff members and adding flags to records che
31. 3 Right click an incident and select Open gt Incident The content pane populates with the incident s information Additional ways to open a record include the following options e Selecting the record and clicking the Open button on the ribbon e Clicking Open in the Action column e Double clicking the record Forwarding records There may be times when you need to forward an incident opportunity or task For example you might need information from another staff member before you can reply to a customet s incident Or maybe you need to forward an opportunity for review and approval When you forward a record you can also forward any files that are attached to the record send response files and add comments Note If you are adding a new record instead of editing an existing one you must first save the record before you can forward it To forward a record 1 Right click a record in a report and select Forward The Forward window opens Figure 35 shows the Forward Incident window Or With a record selected in a report click the Forward button on the ribbon Or With a record open click the Forward button on the ribbon Chapter 3 Forwarding records 87 gt Forward Incident SS o Can Subject FWD need help switching my contract C Send Contact Information C Exclude Notes Response Files Add Files Options Name Size Created Updated Description Action There are no items to show i
32. 4M Open Download Delete System Specs docx 9 71K6 03 25 2008 02 50 PM 03 25 2008 02 50 PM Open Download Delete user_manual pdf 110 00KB 08 23 2007 08 01 AM 05 15 2007 07 15 PM Open Download Delete Column Description Name Displays the name of the file Size Displays the file size Chapter 3 Attaching files to records 105 Table 21 Attachments Report Description Continued Column Description Created Displays the date and time the file was created Updated Displays the date and time the file was updated Description Displays a description of the file attachment You can define the description in the attachment s properties Private Displays the visibility of the attachment on the customer portal Note This column appears on the Attachments tab for incidents and answers only Action Displays links for opening downloading and deleting the file attachment Attachments tab toolbar The Attachments tab contains a toolbar for working with attachments associated with a record Table 22 describes the buttons on the toolbar of the Attachments tab Table 22 Attachments Tab Toolbar Description Button Description Click this button and select Browse or Search to find and attach a file Browse Select this option to view the files and folders on your workstation p y and select one or more to upload and attach to the record Refer to To browse for a file to attach to a record on page 106
33. AM v Logged in as admin 59 Records Online 100 UY 4 a Figure 9 Navigation Pane Collapsed To display the navigation pane again click the right arrow above the list of buttons Clicking a button while the navigation pane is collapsed also expands the navigation pane but the navi gation and administration buttons remain on the left side of the console until you click the right arrow above the list of buttons Working on the content pane The content pane is the area on the right side of the console that displays the report or other item you select from a navigation list or from the list of recent items The content pane will also display results from a search You may work with any of the following items on the con tent pane e Standard and custom reports Access a report to edit the report definition or gener ate the report Refer to the RzghtNow Analytics Manual e Dashboards Access a dashboard which is any combination of reports that display together in one report Refer to the RzghtNow Analytics Manual RIGHT NOW 36 Chan Chapter 2 Getting Started e Records Access a report containing a list of records and select one or more to open See Working with records on page 83 You can also open an individual record from the Recent Items section See Selecting actions from the Recent Items list on page 31 e Explorers Access any one of several components that display information in hierar chical f
34. Certain explorers may not permit drag and drop operations Resize and re sort columns Drag the left column boundaries to resize columns Click a column header to re sort the data in ascending or descending order RIGHT NOW 60 Getting Started Chapter 2 Selecting actions from the ribbon Many actions that you take from the explorer list can also be initiated by clicking a button on the ribbon The explorer ribbon contains only the Home tab Clicking certain buttons such as New and Open changes the tabs and buttons on the ribbon The Help button is located on the far right of the ribbon Click this button to access help for the current task AY Reports Explorer QA Site RightNow CRM x N Y Home bBbQt x al al LG D Fe KS SENN Q Refresh Casma Edit Open Queue View Ba Q Find New New lew Ja Choose Details Report Dashboard Report Report Definition f Rename Record Navigation Display Figure 22 Explorer Ribbon Tip RightNow contains shortcut keys for all ribbon buttons so you can type a key combination to perform an action rather than clicking a ribbon button Press Alt plus the first letter of the ribbon tab for which you want to display shortcut keys For instance press Altt h to display the shortcut keys for but tons on the Home tab This is a one time action once you use a shortcut key the ribbon returns to its normal display Table 12 describes the buttons on the explorer ribbon
35. Changes made by staff members to customize these settings affect only their workstations In addition staff members can return to the defaults at anytime Logical expression An expression that defines the relationship between report filters or business rule conditions The components of a logical expression are joined using Boolean logic and can be grouped and joined with AND OR and NOT operators Logical operators The symbols and gt that can be used in most search techniques in RightNow Service to explicitly find answers that have a word or that do not have a word gt Login window A window for entering login name password if required and site information to access the administration interface of a RightNow application Lost One of the default opportunity statuses and status types An opportunity with the Lost sta tus has been lost for example to a competitor Mailbox An email box specified in RightNow and dedicated to collecting email inquiries sent by customers responses to mailings and bounced messages Incoming emails are processed by RightNow s Techmail utility See also Yechmail 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 o
36. Click this drop down menu to open the current month s calendar and select the date the task is due Use the arrows at the top to change the month if necessary Planned Completion Click this drop down menu to open the current month s calendar and select the task s planned completion date Date Completed Click this drop down menu to open the current month s calendar and select a completion date for the task Task Type Click this drop down menu to select a task type When you select a task type the associated record on the right side of the content pane is highlighted to indicate that it is a required field In other words if you define a task as having an Opportunities task type you must select an opportunity for the task Refer to Using the Inherit property for task fields on page 186 for a discussion about setting task fields equal to the value of the associated record s fields It is not necessary to select a task type if you do not want to associ ate the task with a specific record Note If you are adding the task from an open record the task type selection defaults to the type of record being edited Notes Chapter 6 Type any notes about the task in this field Adding tasks 185 3 To associate the task with a record click the Search button to the right of the field for the type of record enter information in the search fields and select the record you want to associate with the ta
37. Current Password New Password l Confirm New Password Figure 11 Changing Your Password 3 Enter field information described in Table 6 Table 6 Password Settings Description Field Password Requirements Description This section contains a list of the password requirements that have been set by your RightNow administrator Note Read the requirements before changing your password Change Password This section contains the fields you need to fill in Change Password Select this check box to enable the fields for making changes to your password Current Password Type your current password in this field Remember that your password is case sensitive New Password Chapter 2 Type your new password in this field Changing view options 43 Table 6 Password Settings Description Continued Field Description Confirm New Retype your new password in this field Password 4 Click the OK button to update your password Important If you enter an invalid password a message displays the number of errors in your password and the requirements that were not complied with are high lighted in red Changing view options As you become familiar with RightNow you may want to change the way information is dis played on the content pane By default when you open an item it appears in full window dis play see Figure 2 on page 18 Tabs on the top of the cont
38. DR Fl h som Copy SRollups 3 Default Settings Open New ae Q Preview Answer Search Refresh Reset ad a slice s Si 5 PEREA Record Data Set Analyze Report incidents Z Answers Default 4 gt fad Answer ID Summary Language Access Level Status Assigned Date Updated 2 A 58 How do I track my cellphone order English US Everyone Public 10 10 2007 09 42 AM a 280 Forbindelse FN 846 information English US Everyone Public 10 10 2007 10 00 AM D 331 Silver plan information English US Everyone Public 10 10 2007 12 39 PM i 453 How do I change my address English US Everyone Public 10 02 2007 08 51 AM LE 479 What is roaming English U5 Everyone Public 10 02 2007 09 26 AM 486 Yerden 100 information English US Everyone Public 10 10 2007 10 03 4M 514 Who can take advantage of the Ride High discount program English US Everyone Public 10 10 2007 09 33 AM 545 Do you have service area maps English US Everyone Public 10 02 2007 09 29 AM 568 Can I use my globalwireless phone internationally English US Everyone Public 10 10 2007 09 34 AM Ss 633 How do I set up my voicemail English US Everyone Public 10 02 2007 09 44 AM 635 How do I access my voicemail English US Everyone Public 10 02 2007 09 44 AM u 639 Are there any shortcuts For listening to voice messages English US Everyone Public 10 02 2007 09 53 4M 645 What is airtime English US Everyone Public 10 10 2007 09 05 4M 650 Forbindelse FN 763 information English US
39. Define Competitors Decision Process Approved Proposal Add to Forecast Figure 32 Searching for a Task 3 Type the first few characters of the task name in the Task Name field An implied wildcard is used so all task names that begin with the letters you type will be returned 4 Click the Search button The tasks that match your entry are returned on the Task Search window Chapter 3 Task Search Name Decision decision Decision Process Decision Process Decision Process Decision update Decision update Recent Tasks Name Task Name dec Assigned No Value No Value Faith Cars Faith Cars No alue No Value No Yalue There are no items to show in this view Reference Full Name No alue No Value No Yalue No Yalue No Value No Value No Yalue Adolfo Germ Anne Mccan No Value No Value Randy Ivy Adolfo Germ Adolfo Germ Working with records 83 Organization Name Answer I Action N Way Logistics Aptiond Capital No Value No Value Adahoents PLC N Way Logistics N Way Logistics Vv Action Figure 33 Task Search Results 5 Select the task you want to associate with the record and click the Select button The Task Search window closes and the task appears in the list of tasks on the Tasks tab Or If the task does not appear in the list click the New Task button to open the New Task window Complete the fields and click the OK button For information about
40. Definition Note This button appears only on the Reports explorer ribbon Copy Click this button to copy the selected item in the list You can also right click the item and select Copy Delete Caution Deleting a folder deletes all of its contents as well This action cannot be reversed Click this button to delete the selected item or folder in the list You can also right click the item or folder and select Delete or select the item and press Delete Rename Click this button to rename the selected subfolder or item in the list You can also right click the item or subfolder and select Rename Navigation Back Click this button to return to the last folder you accessed The list on the right populates with the folder s contents just as if you had manually selected a folder in the tree Initially this button is dis abled You can also click the arrow on the far right of the address bar to display the paths of the last ten folders and items accessed The most recent entry is at the top of the list RIGHT NOW 62 Getting Started Table 12 Explorer Ribbon Description Continued Group Button Desctiption Forward Click this button to move forward in the history of recently accessed folders and items The forward list is populated as soon as you click the Back button You can also click the arrow on the far right of the address bar to display the paths of the last ten folders and items in the Forward list The
41. Fields Description Organization Name Description Type the name of the organization in this field Billing Click Edit in the lower right corner of the field to display a window for entering the organization s address Type information in the Street City and Postal Code fields and make selections on the Country and State Prov fields drop down menus When you select the country the associated states or provinces appear in the State Prov menu Press Enter when you are finished to close the window and display the address Note To select another address type either Shipping or any cus tom address organization type click the arrow and select the address type Then complete the address information SLA Click Add or Edit in this field to open the SLA Viewer window and add or remove an SLA instance for the organization If you have read only permission in your profile the field contains View instead of Add or Edit For information about SLAs refer to the RightNow Service User Manual Note This field applies only to RightNow Service Adding organizations 159 Table 31 Organization Fields Description Continued Field Description State Click this drop down menu and select one or more of the follow ing check boxes Service Marketing or Sales Note The State field classifies how the organization was added whether through RightNow Service when working on an incident RightNow Marketing when adding contact
42. Info Opportunities 080918 000000 David Connelly 8 Lisa Connelly Z Send Technical Sheet 12 d gt Opportunity Items Summary Attachments Name Send Technical Sheet 12 Opportunity lt Q Manager Analysis Manager Analysis Dashboard _ My Win Rate by Sales Rep My Revenue Recognition by Sales Rep Login E Assigned aha Faith Carson Organization Status Not Started Contact David Connelly lt Customize List Recent Items 4 Percent Complete 0 F Incident 080918 000000 Z Send Technical Sheet 12 Priority No Value v Answer R Lisa Connelly R David Connelly A_n9on919 noONnNnAN Due Date No Value Campaign Mailing a A e Planned Completion No Value fad Home Completed No Value ZA Communication Center Task Type Incident Document Notes 8 contacts Survey PPPPPPRPPPP Q maitings a2 oaae v Logged in as Faith Carson A online 100 Figure 52 Work Group of Records Associated with an Incident This combination of records is called a work group When you click the Save button on any record in the work group all records in the work group are saved Likewise when you click the Save and Close button all records are saved and closed Caution If you close any record in a work group without saving it none of your
43. Lists explorers Refer to the RzghtNow Marketing User Manual for information about the Audiences explorers To open the Reports explorer 1 Click the Analytics button on the navigation pane You may need to click a different nav igation button if the Reports explorer resides in another navigation list 2 Double click Reports Explorer in the navigation list The explorer opens on the content pane Tip The default in RightNow requires that you double click an item to open it However from the Navigation Pane option on the RightNow CRM Options window you can clear the default so that items open with a single click See Changing navigation pane settings on page 45 for a description of this option Chapter 2 Explorer display states 51 Ribbon Address Bar 1 T C Reports Explorer QA Site RightNow CRM 7 x N Home d b Qetx Es 70 ODER cox ae X Delete Refresh 1 New New Edit Open Queue View Back Forward f 9 Choose Details i Report Dashboard Report Report Definition Rename z Q Find j Record Navigation Display Analytics bul Reports Explorer 1 dD Analytics Items 4 Address Public Reports v E co ae Explorer Folders Name Created Updated Initial Run Refresh on Edit ZP Color Schemes Explorer ee Public Reports Common be Images Explorer CQ Common Feedback _ al iO Feedback Marketing A Text Fields En lorer 0 Makemo
44. Notifications Description Clear this check box if you do not want to receive notifications in a desktop alert toast By default when you log in to RightNow you will receive a desktop alert listing new notifications The message displays for several seconds in a window on the lower right section of the display For information about notifications see Opening your notifications on page 194 Note This is a local setting which is an interface default setting in RightNow Localizations Options in this section let you change settings that apply when you add certain records Changes you make here will also be made to the corresponding settings in your staff account Default Country Click this drop down menu to select a country other than the US default Default Currency Click this drop down menu to select a currency other than the default USD Time Zone Click this drop down menu to select the time zone in which you are working Note This setting does not apply to all staff members and there fore may not appear Appearance The options in this section apply to local settings RightNow inter face defaults Color Scheme Click this drop down menu to change the interface color scheme Options include Blue default Grey or Silver Tint Click this color box to select a tint for the interface color You can also define a custom color Show Server Time in the Select this che
45. Organi zation tab of an incident the contact or organization record will not appear in this list However if you open the contact or organi zation in a separate window when editing an incident the record will appear in your Recent Items list Items Shown in Recent Items List Type a number or click the arrows to change the number of items to show in this list The default is 10 items and the maximum is 20 Note Recent items associated with disabled products will not appear in the list For instance if you edit a campaign and then dis able both RightNow Marketing and RightNow Feedback the cam paign will not appear in your Recent Items list Behavior This section contains options for choosing how to open items on the content pane and what if anything opens when you log in Double Click to Open Items Clear this check box to open items with a single click By default you must double click a report or any item in your navigation list to open it on the content pane Double clicking ensures that you do not accidentally open the wrong report or item At Startup Open The options in this section determine what displays on the content pane when you log in Note By default the navigation list that appears on the navigation pane when you log in will be the same navigation list that was dis played when you logged out Nothing Select this radio button if you want the last selected item in the navigation list
46. Quick Search field on the navigation pane Esc Close window Text Editing Ctrl a Select all Ctrltc Copy Ctrl x Cut Ctrl v Paste Ctrl left right arrow Move forward or backward one word Del Delete Record Editing F1 Help PF Spell check Ctrl n New same item type Ctrl s Save Ctrl Shift s Save and close Ctrl f Forward Ctrl 1 Information Shortcut Key Ctrlt p 237 Table 50 Shortcut Keys Continued Action Print Explorers Tree Operations and Reports in Explorers Fl Help F2 Rename F5 Refresh F12 Save as available only in those explorers and reports that contain a Save As button on the ribbon Ctrlt a Assign available only in those reports that contain an Assign but ton on the ribbon Ctrl e or Enter Edit selected item Ctrlt f Find Ctrl n New uses default new selection Ctrl r Refresh Del Delete Records Reports and Individual Records F1 Help F5 Refresh Ctrl a Assign Ctrl c Copy Ctrl e or Enter Edit selected item Ctrl f Forward Ctrl n New uses default new selection Ctrlt p Print Ctrl r Refresh RIGHT NOW 238 Shortcut Keys Table 50 Shortcut Keys Continued Shortcut Key Action Del Delete Appendix A 239 Appendix B SmartSense Emotive Rating RightNow s SmartSense can help you assess the emotional state or attitude of customers and staff members
47. RIGHT NOW 66 Common Functionality Working with the ribbon All items that appear on the content pane reports explorers and records display a ribbon at the top of page right below the Application button The ribbon has tabs and buttons that let you work with a report an individual record in the report or an item in the explorer tree Buttons are organized into groups and each tab may include several groups Chapter 3 By default the ribbon is maximized and the Home tab 1s active Click any tab to display that tab s buttons Or scroll down on the mouse wheel to move one tab to the right scroll up to move one tab to the left Figure 23 shows the ribbon for an incidents report fy Incidents global_95_cfm RightNow CRM Er i Home Display Page Setup C oe x l SS I int A D EPrint x Delete Fill Inbox Q Q ae g Al sort Forward Hibbon ie Copy SRollups zr Default Settings 7 oe See ye O Open New E i mail Contact Search Refresh Reset Auto Export Ai gt s Bassign 3 Forward Incident Email Contact sal aislice A Ort Definition i I TETES S ee RECOM E Data Set _ _ ____ Analyze o Report gt Incidents Q Incidents db Incident Items Incidents L Incident Activity Subject Status Full Name Queue Kad Incident Creation Rate I need help switching my contract Unresolved Ray Kizer International Incident Performance es Ilost my phone How do
48. Staff Account Edited From Incident Editor Figure 79 Viewing the Audit Log for an Organization Working with organization records You can edit an organization record whenever you need to add or change information You can also copy print and delete organizations and remove contacts from organizations This section describes how to edit delete and remove contacts from an organization For infor Working with organization records 167 mation about copying and printing organization records refer to Copying records on page 91 and Printing records on page 93 The procedures in this section assume an organizations report is displayed on the content pane To edit an organization 1 Right click the organization and select Open The organization record opens 2 Make the necessary changes to any field on any tab 3 Click the Save and Close button to save the changes to the organization To delete an organization Caution Deleting organization records can affect other staff members within your orga nization This action permanently removes not only the organizations from the knowledge base but also all contacts associated with the organization and the incidents for which the contacts are primary contacts opportunities may be deleted as well To learn whether opportunities will be deleted when you delete the organization and its contacts refer to Figure 57 on page 128 1 Right click the organization and select Delete A
49. With RightNow s knowledge at the point of action solution you can be assured that you will have the information you need when you need it and your customers will have a superior experience each time they interact with you In this chapter e Downloading RightNow and logging in Contains the procedure to download RightNow and log in the first time Refer to page 16 e Working in RightNow Describes the main elements on the RightNow Console including the application menu the navigation pane and buttons and the content pane Also included are proce dures for customizing navigation lists and changing the appearance of navigation buttons Refer to page 18 e Changing RightNow CRM options Contains procedures for changing personal and local set tings and the password you use to log in Also included are procedures for customizing the naviga tion pane and the content pane display Refer to page 36 e Working with explorers Describes the basic elements of explorers in RightNow and explains how you move around The explorer tree list ribbon and address bar are also described Refer to page 49 RIGHT NOW 16 Getting Started Downloading RightNow and logging in Once you have a staff account in RightNow you are ready to get to work Just type the URL to your site and RightNow does all the rest The software will download to your workstation and you can enter your login information To initially log in to RightNow I
50. and adding new and existing contacts to an organization Refer to page 157 e Editing organizations lIncludes descriptions of the record tabs for an organization Also includes procedures to edit and delete organizations and remove contacts from an organization Refer to page 162 e Creating and editing organization hierarchies Describes the principles of the organization hierarchy and also contains procedures to add new or existing organizations to a hierarchy Refer to page 168 e Accessing maps and driving directions Contains procedures to access a map and driving directions for an organization download driving directions to a Palm device and email and print driving directions Refer to page 171 RIGHT NOW 152 Organizations Organizations overview An organization is a business entity with an organization record in the knowledge base Orga nizations can refer to companies divisions of companies government agencies educational institutions or nonprofit associations Organization records are an optional way of consolidating customer information but if you have several individual customers who belong to one organization maintaining that informa tion in an organization record is an efficient and effective way to group data For example if you work for a cell phone company that provides products and services only to individual consumers you do not need organization records in the knowledge base If however you sell
51. and opportunities follow the flowchart for each record the contact is associated with to dis covet what will happen to the record if you delete the contact For example assume a contact is associated with two opportunities Also assume that the first opportunity does not have an organization association while the second one does and that neither opportunity has a secondary contact Deleting the contact removes the contact from the knowledge base and deletes the first opportunity the second opportunity remains in the knowledge base although the contact no longer appears on the Contacts tab Note When you delete secondary contacts for incidents and opportunities the inci dents and opportunities are not deleted RIGHT NOW 128 Chapter 4 Contacts Incidents Is the contact The contact is removed the primary contact Delete the contact from the knowledge or the incident base The incident is deleted Delete the contact from the knowledge base Opportunities Is the contact The contact is removed associated with an Delete the contact from the knowledge opportunity base Is the opportunity associated with an organization Is there another contact associated with the opportunity No No The opportunity is Delete the contact deleted Yes es Is the Contact the primary contact for the opportunity The opportunity is not deleted but the co
52. another task Refer to Copying records on page 91 Delete Click this button to delete the task Caution This action cannot be undone Proofing Spell Check Click this button to check the spelling of any task fields that have spell checking enabled Refer to Manual spell checking on page oo Links and Info Links Click this button to select a URL from the list of links added by your RightNow administrator RIGHT NOW 180 Tasks Table 34 Task Ribbon Description Continued Group Button Desctiption Info Click this button to display information about the open task including the task ID the dates the task was added last updated and completed its escalation level and any rule state it might be in The following task fields are available on the standard workspace for working with tasks e Name e Assigned e Status e Percent Complete e Priority e Due Date e Planned Completion e Date Completed e Task Type e Notes You can associate tasks with the following types of records e Opportunity e Organization e Contact e Incident e Answer e Campaign e Mailing e Survey e Document In addition the Attachments and Audit Log tabs appear on the standard task workspace Chapter 6 Tasks tab Tasks tab 181 Besides adding and editing tasks on the task workspace you can add or edit them from the Tasks tab when you are working on an answer campaign contact document incident mail ing op
53. background View Report Definition Select this action to view the report definition in a new window Edit Report Definition Select this action to edit the report on the content pane If you select this action for a standard report or a report for which you do not have edit permission the report does not open Instead the content pane displays options for the report including a section for creating a schedule to generate and distribute the report and a section for changing profile permissions for the report if your pro file allows you to assign permissions A message stating that this is a read only report also displays at the top of the content pane Note Edit Report Definition will not appear if you do not have appropriate Analytics permissions in your profile RIGHT NOW 28 Chapter 2 Getting Started Table 2 Available Actions from Navigation Lists Continued Right Click Available Actions The remaining right click actions appear only if you have Customize Navigation Set permission in your profile Remove from List Select this action to remove the report or item from your naviga tion list You will be prompted to confirm the removal Set as Default Select this action to set the report or item as the default for this navigation list The default item will have Default appended to its name When you right click a default item this option changes to Unset as Default Note The item you set a
54. base beginning with the category and ending with the specific configuration setting or message base Click the Application button and select Help gt Help Contents Indicates the multiple selections necessary to access an option or action from a tiered menu Asterisk preceding field names in tables Indicates that the field is required You cannot save a record report or file until you fill in all required fields Note In RightNow required fields are flagged with an asterisk or the field name appears in red text or both Key combinations such as Ctrl Shift Tab Ctrl f Indicates that more than one key must be pressed simultaneously to perform an action Note Keyboard keys are set in bold type in the documentation for highlighting purposes RightNow August 09 documentation RightNow Technologies offers manuals guides and documents to help you install adminis ter and use RightNow products including RightNow Service RightNow Marketine RightNow Feedback and RightNow Sales Our documentation is written for users who have a working knowledge of their operating system and web browsers and are familiar with standard conventions such as using menus and commands to open save and close files RightNow Administrator Manual Contains procedures for configuring options com mon to RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales This manual addresses navigation sets
55. by phone fax or mail Incident archiving A process that permanently removes incidents from the database Archived incidents are then stored in searchable data files that can be accessed from the RightNow Console Staff members can access archived incidents once the Archived Incidents component has been added to their navigation set Incident custom field A field for gathering and displaying additional information about incidents Incident custom fields appear when adding or edit ing an incident and on the Ask a Question and My Stuff Questions pages RIGHT NOW 256 Incident queue A sequence of unassigned unresolved incidents When an incident queue is added it can be defined as the default queue Inci dents are added to queues automatically by busi ness rules or manually by re queuing and are handled in a first in first out manner Incident severity An option for classifying and recording an incident s importance and urgency Incident status A method of tracking an inci dent s state The default incident statuses are Solved Unresolved Updated and Waiting and custom statuses can be added Incident status type The status of an incident as it moves through the system Default incident status types are Solved Unresolved and Waiting Incident thread The list of all activity on an incident including the original question agent responses and updates customer updates records of conversatio
56. can be added to any navigation list just like any report or other item For instance the list of campaigns in your application display in an explorer yet your RightNow administrator can add the Campaigns explorer to a navigation list other than the Campaigns navigation list Several administration items also display in explorers Navigation Sets Workspaces and Workflows Client Workflow Images and Scripts under Common Configuration gt Applica tion Appearance and Guided Assistance under Service Configuration Explorers are available for the following components in RightNow Some components contain multiple explorers e Analytics including Reports Styles Chart Styles Color Schemes Images and Text Fields explorers Refer to the RzghtNow Analytics Manual for information about all Analytics explorers e Campaigns Refer to the RzghtNow Marketing User Manual for information about the Campaigns explorer e Mailings Refer to the RzhtNow Marketing User Manual for information about the Mailings explorer e Surveys including Surveys and Questions explorers Refer to the RightNow Feedback User Manual for a description of the Surveys and Questions explorers RIGHT NOW 50 Getting Started e Content Library including Documents Tracked Links Files Templates and Snippets explorers Refer to the RzghtNow Marketing User Manual for information about the Content Library explorers e Audiences including Segments and Contact
57. changes on any of the work group s records will be saved Now if you open a second incident you may be wondering how you will be able to tell which records are associated with the first incident and which are associated with the second Because RightNow has created a work group of all the records associated with your first inci dent it groups them on a single tab when you open another record Figure 53 shows what happens to the initial incident and its associated records when you open a second incident RIGHT NOW 120 Chapter 3 Common Functionality Z Send Technical Sheet 12 ae D Communication Center Q Analytics 85 Contacts v Incidents Answers U Campaigns Mailings Logged in as Faith Carson B 6 Sal sb Messages Contacts Customer Entry By Phone Ro Editing 2 objects 2 modified For the past three days my calls keep getting dropped This has happened when I m driving but it also happens when I m at my desk so it doesn t appear to bean issue of moving from location to another while talking on the phone Any ideas what s going on Thanks lal w 080918 000002 global_811_bab RightNow CRM zampe Home b x EASA EE U5 Copy Ss New Opportunity Save Save amp New Refresh Forward Spell Propose Links Info Cee X Delete Check E Appointment n Save Ac
58. click the Up button to move up one level Click the Folders button this button acts as a toggle to turn off folders You can also click X on the top right of the folders tree to turn off folders r x Reports Explorer QA Site RightNow CRM L i a Home b Qget x F k D Le S aor o koe 3 E i a rw Edit Open Queue View Folders 43 choose Details Spp Fiep Report Report Definition Rename z Q Find is Record Navigation Display i a LE Analytics hi Reports Explorer db Address Public Reports v B Go Analytics Items gt 2 Chart Styles Explorer Created Updated Initial Run Refresh on Edit Color Schemes Explorer ses Eiee a aa gensar A Text Fields Explorer Customize List B DAMENG 12 09 2008 02 51PM 12 09 2008 02 51 PM No Recent Items za Quick Search za Answer Quick Search v Customize List fad Home ke 7 Tasks Jae es AG Logged in as Faith Carson 699 Records Ry Online 100 w si Figure 15 Explorer with Folders Off You might turn off folders when you want to see more columns of data across the content pane Click the Folders button again to display the tree and turn folders on Search On The third explorer display state is Search On The left side of the content pane displays the Find menu Click the Find button to change to Search On This button also acts as a togele click it again to turn off search You can also clic
59. customer experience you need to know what you are doing right and what you need to do better That requires full visibility into all of your customer touch points across customer service sales marketing and feedback activities You also have to be able to deliver timely actionable analytics information to managers and decision makers across your entire organization With RightNow Analytics our business analytics software you can capture analyze and distribute information about customer interactions with ease and flexi bility RightNow Analytics is embedded throughout RightNow providing your organization with a unified view of all analytics across all channels With hundreds of standard reports and the ability to create custom reports and dashboards you can easily measure your most critical per formance metrics and quickly respond to changing conditions and customer needs About this manual This manual is intended for staff members in RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales who are responsible for performing tasks that are common to all RightNow products Included are procedures for working with contacts orga nizations tasks notifications CTI and Outlook integration Refer to the RzghtNow Service User Manual the RightNow Marketing User Manual the RightNow Sales Administrator and User Manual and the RightNow Feedback User Manual for information and procedures specific to each product RIGHT
60. database for quicker report gen eration This data is cached nightly by the Agedatabase utility and can be purged regularly Campaign A multiple step marketing process based on business logic Campaigns can contain any number of actions and decisions and move contacts through a series of steps when specified criteria have been met Canceled A mailing and survey status that indi cates a mailing or survey has been manually can celed before being completed Category An option for grouping answers and incidents that allows more precise organization in the knowledge base Staff members can classify answers and incidents by category and up to five additional levels of sub categories allowing more refined searching by customers and staff members See also Product Certificate A digital piece of information for email and Internet security that includes the name of the certification authority the holder of the cer tificate the certificate holder s public key the dates the certificate is valid the serial number and the digital signature of the certification authority Cer tificates are also referred to as public certificates Certificate revocation list A list of certificates that have been suspended or revoked before they have expired The certification authority maintains updates and publishes the certificate revocation list at regular intervals Certification authority A third party authorized to issue certificat
61. default location of C Program Files RightNow Outlook Sync 4 To install Outlook integration in a different location click the Browse button select the folder where you want to install Outlook integration and click the OK button 5 To see a list of the drives where Outlook integration can be installed click the Disk Cost button Click the OK button when you are finished 6 If you are the only staff member who uses your workstation select the Just Me radio but ton Or If other staff members have accounts on your workstation and must also use Outlook integration select the Everyone radio button 7 Click the Next button to open the Confirm Installation window 8 Click the Next button to begin the installation After the installation is complete the Installation Complete window opens 9 Click the Close button to complete the installation After installing Outlook integration you can use the Share and Sync buttons on the Outlook toolbar to share and synchronize contacts tasks and email as described in the procedures in the following sections Setting up Outlook integration Outlook integration provides default data synchronization options but you can review and modify these if you want to change the settings This section contains the procedures to set up Outlook integration sync options Note To set up Outlook integration you must have administrative permissions on your workstation If you do not have administrative permi
62. deliver it through a combination of our intuitive knowledge founda tion Know that dynamically learns from every customer interaction our suite of front line action applications that facilitate knowledge delivery across all your organization s channels and touch points and Day1 Advantage our results based engagement model which ensures that you start with results and build on success RightNow August 09 delivers real time actionable knowledge guiding customers and employees to make the right decisions and take the right actions for their buying selling and servicing needs tright now RightNow Service 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 capabilities RightNow Service is seamlessly integrated with RightNow Marketing RightNow Sales RightNow Analytics and RightNow Feedback enabling your organization to capture high value insights from customer service interactions to drive better marketing experiences and product development decisions RIGHT NOW
63. display your items in a split window In split window explorers always open on the top half of the window All other items open on the bottom Drag the split window divider in the middle of the content pane up or down to display more of one item or another Chapter 2 Changing navigation pane settings 45 Table 7 View Options Description Continued Field Description Display Content Editors Select this radio button to pop the content pane in a new window in Popup Windows For instance if you add a record or open one to edit the record opens in a separate window This option is not available when the content pane is in split window display Content Editors This section contains a setting for changing how records display on the content pane Display Content Editors Select this check box to display records in expanded mode Using in Expanded Mode this option you can scroll through all of a record s fields rather than clicking tabs to access specific field information Content Pane Tab This section contains options for choosing where the content pane Alignment tabs appear Top By default content pane tabs display at the top of the content pane Bottom Select this radio button to display content pane tabs on the bottom of the content pane 4 Click the OK button to save your changes Changing navigation pane settings Navigation pane settings let you change the order of the navigation buttons on the navi
64. forwarding 86 multi editing 112 printing 93 reassociating contacts 148 incidents continued searching 70 from a report 71 from an open record 79 using Quick Search 76 Incidents tab contacts 144 organizations 165 inheritance in tasks Assigned field 186 organization and contact fields 188 ovetview 186 installing Outlook integration 214 smart tags 230 integer search explorers 54 L Limit To check box 73 Live Media bar CTI 202 local settings description 39 resetting 41 Location Map window download to Palm device 174 driving directions 173 email directions 175 map 172 location mapping 171 logging in after downloading RightNow 18 the first time 16 to CTI 200 202 logging out of CTI 202 Login window 16 mailings audit log 93 maps contacts and organizations downloading to Palm device 174 maps continued contacts and organizations emailing 175 printing 175 Marketing Activity tab contacts 145 menu application options 20 multi editing deleting multiple records 114 forwarding multiple records 114 ovetview 110 records 112 navigation buttons customizing 33 navigation lists adding and removing items 28 contents 26 reordering items 28 31 searching for items to add 30 selecting actions 27 navigation pane collapsing 34 custom web control section 47 default sections that display 47 navigation buttons customizing 33 navigation lists adding and removing items 28 contents 26 selecting actions 27
65. in incidents and in customer responses to RightNow Feedback surveys You can use SmartSense to determine 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 incident rules How SmartSense works In incidents two SmartSense ratings can be placed on the incident workspace one for the customer and one for the staff member editing the incident SmartSense scans the text and rates the words and phrases in all customer entries for the customer rating and all responses for the staff member rating In RightNow Feedback responses to text questions including SmartSense evaluations of each response appear on the Results tab of the survey Note SmartSense recognizes modifiers and negatives in all supported languages as well as some emoticons and acronyms The SmartSense rating may be exagger ated if emotive words are 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 120 shows an incident workspace with both SmartSense meters dis played the workspace you use for incidents depends on your profile and how your RightNow administrator configured incident workspaces Note The SmartSense meter on the Results
66. includes basic information such as a cus tomer s name email address and phone number as well as information about customer ser vice issues sales opportunities and marketing mailings opt in status The contact information you add and edit becomes part of your organization s knowledge base and is shared with all staff members If you are a sales representative for example you should know if a customer is having support issues before you try to close a sale If you are a service agent you can better help customers if you understand their past support questions And if you work in marketing you must know whether the customer prefers plain text or HTML email When customer information is kept up to date the knowledge base provides complete infor mation to your entire organization The results make your job easier and provide a superior customer experience In this chapter e Contacts overview Provides an overview of contacts and their associations with organizations incidents and opportunities Also included in this section is a discussion about the implications of deleting contacts from the knowledge base Refer to page 120 e Adding contacts Contains the procedure for adding contacts Refer to page 134 e Associating contacts Contains procedures to associate contacts with organizations and remove contact associations Also discusses associating incidents and opportunities with contacts Refer to page 138 e Editing contact
67. learn whether opportunities will be deleted when you delete the organization and its contacts refer to Figure 57 on page 128 RIGHT NOW 156 Organizations Table 30 Standard Organization Workspace Ribbon Description Continued Group Button Desctiption Proofing Spell Check Click this button to check the spelling of any fields that have spell checking enabled Refer to Manual spell checking on page 99 Links and Info Links Click this button to select a URL from the list of links added by your RightNow administrator Info Click this button to see details about the organization including when it was added and last updated and the record ID If the orga nization record is in a rules state that information also appears The following organization fields are available on the standard organization workspace e Organization Name e Billing Click the drop down menu to select other address type options lt SLA e State e Salesperson e Login e Password In addition the following tabs appear on the standard organization workspace e Contacts e Opportunities e Notes e Tasks e Incidents e Hierarchy e Attachments e Audit Log Each field is described in Adding organizations on page 157 and the tabs are described in Editing organizations on page 162 Chapter 5 Adding organizations 157 Adding organizations You can add organizations independently of other reco
68. lt Email Sync Task Sync Direction J From Server To Outlook Ba From Outlook To Server Auto Task Sync Events Attempt Sync When Saved O Z Attempt Syne When Open A Sync On Demand Only Figure 110 Task Sync Tab 3 Select from the options described in Table 45 Table 45 Task Sync Tab Description Field Description Task Sync Direction This section contains check boxes for selecting task synchroniza tion settings Note Selecting only one of the task synchronization settings results in a one way synchronization From Server to Outlook Select this check box to sync task data from RightNow to Outlook From Outlook to Server Select this check box to sync task data from Outlook to RightNow RIGHT NOW 220 Outlook Integration Table 45 Task Sync Tab Description Continued Field Description Auto Task Sync Events This section contains options for selecting when you want to sync tasks Attempt Sync When Select this radio button to sync task data between RightNow and Saved Outlook when a task is saved in Outlook Attempt Sync When Select this radio button to sync task data between RightNow and Open Outlook when a task is opened in Outlook Sync On Demand Only Select this radio button to sync task data between RightNow and Outlook only when you click the Share or Sync All Tasks button on the Outlook toolbar This option is selected by default Important If both the From Ser
69. may have created one or more custom workspaces No matter which workspaces your organiza tion uses your profile contains a workspace for each record type you have permission to access and quotes service opportunities and chat workspaces if applicable Keep in mind that the workspace your profile uses may display a different ribbon different buttons on the Quick Access toolbar a different combination of fields or a different location for fields on the content pane Note You can drag and drop record tabs to rearrange their order on each workspace If you rearrange tabs the tab order for that workspace is stored in the local set tings on your workstation until you reset the local settings Refer to Changing your personal settings on page 38 Refer to the appropriate chapter or manual for information about working with specific records and a description of their standard workspaces e Organizations contacts and tasks Refer to Chapter 5 Organizations on page 151 Chapter 4 Contacts on page 125 and Chapter 6 Tasks on page 177 e Incidents and answers Refer to the RightNow Service User Manual e Opportunities Refer to the RzghtNow Sales Administrator and User Manual Opening records If your duties include responding to customers publishing answers to your web site working with opportunities and sending quotes to customers or keeping customer information up to date you can easily access informati
70. message asks you to confirm that you want to delete the organization 2 Click the Yes button to delete the organization all associated contacts and all incidents and opportunities for which the deleted contacts are primary contacts To remove contacts trom an organization 1 Right click the organization and select Open The standard organization workspace dis plays the organization record with the Contacts tab on top 2 In the list of contacts right click the one you want to remove from the organization and select Remove 3 Click the Yes button on the message that confirms the removal of the contact 4 To remove additional contacts repeat steps 2 and 3 5 Click the Save and Close button The contacts are removed from the organization but not from the knowledge base RIGHT NOW 168 Organizations Creating and editing organization hierarchies Chapter 5 The Organization Hierarchy feature in RightNow enables you to create a hierarchy for any organization that has subordinate organizations For example if an organization in your knowledge base has several subsidiaries or regional or international offices each having an organization record in the knowledge base you can add the subordinate organizations to the parent organization thereby creating an organization hierarchy Once you create a hierarchy for an organization you can easily add and remove organizations and change the order of the hierarchy structure An org
71. most recent entry is at the top of the list Up Click this button to access the parent of the selected folder When the selected folder has no parent that ts it is a root folder the Up button is disabled Refresh Click this button to refresh the tree and list Find Click this button to change the explorer state to Search On See Search On on page 52 Display Folders Click this button to switch between showing the tree and hiding it See Explorer display states on page 51 Views Click the arrow on this button to change the way the subfolders and items display in the list Options include Tiles Icons List and Details The default is Details subfolders and items are displayed in column format Choose Details Click this button to select which database columns you want to display and which you want to hide The columns that are dis played have a check next to them those not displayed have no check This button is available only when the Details view is active See the Views button description above Note The Name column can never be hidden and therefore does not appear in the list of columns You can however show the ID column which is hidden by default Chapter 2 Accessing data and taking actions 63 Changing folders from the address bar You can also change folders and focus in the tree by typing a path or partial path in the address bar As you work in the tree the addr
72. of an open record click the Add button and select Add New The New Task window opens Note The New Task window contains the same fields and tabs as the standard task workspace does Z New Task a z Name Assigned Status Percent Complete Priority Due Date Planned Completion Completed Task Type Notes Attachments Add Files Name Opportunity A Faith Carson M Organization Not Started Contact Ea Incident No Value x Answer No Value Campaign No Value Mailing No Value Survey No Value x Document Audit Log Size Created There are no items to show in this view Updated Figure 88 Adding a Task Description 3 Options PPPPPPPPP RIGHT NOW 184 Tasks 2 Enter field information described in Table 36 Table 36 Task Fields Description Field Description Name Type the name of the task Assigned This field defaults to your name in the standard tasks workspace but you can click the drop down menu to assign the task to a dif ferent staff member if you have permission Status Click this drop down menu and select a status The status options include Not Started In Progress Completed Waiting and Deferred Percent Complete Type a value for the percentage of the task that is complete Priority Click this drop down menu and select Low Normal or High as the task s priority Due Date
73. of the new and expanded features in RightNow August 09 including features common to all products and those specific to RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales RightNow HMS Guide Contains upgrade instructions for customers hosted by RightNow Technologies RightNow Smart Conversion Guide Contains procedures for upgrading from RightNow CRM 7 5 and subsequent versions to RightNow August 09 RightNow Smart Client Installation Guide Contains procedures for installing the RightNow Smart Client on staff workstations using the Click Once or MSI deployment method RightNow XML API Manual Contains procedures for using the XML API to integrate the RightNow knowledge base with external systems including help desks data mining and data reporting systems RIGHT NOW 14 Introduction RightNow Pass Through Authentication Guide Contains procedures for integrating RightNow Service with an external customer validation source to allow your customers to automatically log in to RightNow Service from an external web page Contact your RightNow account manager to obtain this manual Tip For a comprehensive list of all RightNow documentation refer to http community rightnow com customer documentation Chapter 1 15 yA Getting Started Whether you work in service marketing feedback or sales you need to quickly respond to your customers with the right information at the right time
74. on page 43 RIGHT NOW 38 Getting Started Table 4 RightNow CRM Options Window Description Continued Option Navigation Pane Description Select this option to change the order of the buttons on the naviga tion pane and what sections display with each navigation list This option also lets you choose what displays on the content pane when you log in See Changing navigation pane settings on page 45 Add Ins Select this option to view the list of add ins that are enabled active for your profile and the interface you are logged in to Inactive add ins are also displayed in the list Refer to the RzghtNow Administrator Manual Communication Center Select this option to add and edit numbers for speed dialing in CTI computer telephony integration Refer to Chapter 8 CTI on page 199 Additionally if you have chat permissions in your pro file you can customize chat notification settings from this option Refer to the RzghtNow Service User Manual Note CTI or RightNow Chat must be enabled for the Communi cation Center option to appear Offline Settings Select this option to specify what type of information is down loaded during a synchronization Refer to the RaghtNow Sales Administrator and User Manual Note Disconnected access must be enabled for this option to appear Changing your personal settings Chapter 2 Some personal settings apply to options in your staff accoun
75. on the Preferences section of the Edit My Profile page 26 7 S MIME Secure Multipurpose Internet Mail Extensions A standard for sending secure email messages that can verify the sendetr s identity S MIME emails can be encrypted for security and signed to verify authenticity Safe mode A login method that allows staff members to log in to RightNow without activating add ins Safe mode is available after malfunction ing add ins have prevented administrators and staff members from logging in See Add in Sales period The period of time used to track the revenue goals assigned to each sales represen tative The default sales periods are annual semi annual quarterly monthly and weekly Sales product An option for identifying items ot services sold by an organization Sales products can be added to quotes and promotions Sales products custom field A field for gather ing and displaying additional information about sales products Sales products custom fields appear on the Details tab of the Sales Product editor Sales quotes custom field A field for gathering and displaying additional information about sales quotes Sales quotes custom fields appear when sending a quote with an opportunity Sales representative A staff member who may be assigned opportunities and who may also main tain contact and organization records Sampling mode A market testing mode that sends test messages to a specified per
76. open the New Opportunity window and complete the fields For detailed information about adding an opportunity refer to the RzghtNow Sales Administrator and User Manual 4 To add notes to the contact record click the Notes tab click the Add button and type your comments in the field Note Add notes to the contact when you want to provide information for other staff members Notes are not visible to customers Click the Contact Note drop down menu to select the channel through which you gained the information you are adding to the note besides selecting no channel options include phone fax post web form and email 5 To associate tasks with the contact click the Tasks tab where you can add open copy delete print and forward tasks associated with the contact and mark them complete For information about working with tasks refer to Chapter 6 Tasks on page 177 RIGHT NOW 138 Contacts 6 To associate the contact with a new incident click the Incidents tab Click the New button to open a new incident window and complete the fields For detailed information about adding an incident refer to the RzghtNow Service User Manual 7 To view surveys the contact has participated in click the Surveys tab 8 To view mailings the contact has received click the Marketing Activity tab 9 To attach files to the contact record click the Attachments tab Refer to Attaching files to records on page 102 1
77. organization records Agent mode The availability status of an agent using CTI in RightNow Agent modes are deter mined by the phone switch The default modes can be edited and renamed and custom CTI agent modes can be added See CTI Agent scripting A feature that helps guide staff members in entering information into records on workspaces See Script Aging An automatic process that reduces an 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 outgoing paths Anchor also refers to a destination for hyperlinks placed at locations within documents for use in mailings and questionnaires for surveys and in answers when linking to another answer Announcements box A white board or memo box on the Support Home and My Overview pages for displaying information to customers such as upcoming product releases or marketing information Announcement boxes can be enabled or disabled and the text can be customized Answer Any knowledge base informati
78. output level that contains a component of the report s output such as a title chart or tabular data Reportgen A scheduled utility that sends out scheduled reports See Report schedule and Scheduled report Re queuing The action of moving an incident from an agent s inbox into a queue Resolution time The maximum allowable time in minutes set by a service organization for resolving incidents See also Default response requirements Response interval Defines when a service orga nization makes itself available to respond to and 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 265 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 Result grouping A feature in a report definition for selecting fields to group data by Result group ing provides a more organized view of a report Multiple levels can be defined for result grouping the more levels used the finer the detail will be Review One of the default answer statuses This status can be used to notify the knowledge engi neer when a public answer need
79. overview 35 records opening 85 standard workspaces 84 tabs 43 copying records 91 CTI agent modes 202 call grid 204 call toolbar adding records through 203 calls placing 207 Click to Dial 210 Communications Center Home call grid 204 call toolbar 203 ovetview 203 Dial window field descriptions 207 Live Media bar 202 ovetview 202 logging in 200 managing calls 206 popped reports 205 screen pops 205 soft phone functions answering 206 conferencing 209 consulting 208 dialing 206 207 hanging up 206 CTI continued soft phone functions holding 206 placing calls 207 retrieving 206 transferring 210 custom web control navigation pane 47 Customize List window 29 customizing content pane 44 navigation buttons 33 navigation lists 28 navigation pane 46 personal settings 39 D data types explorer search 53 date search explorers 54 deleting contacts 127 147 multiple records 114 organizations 167 tasks 192 desktop alerts 196 Dial window field descriptions 207 dialing calls in CTI 206 display states in explorers advanced search 55 folders off 52 folders on 51 seatch on 52 docking records to console 118 undocking records from work groups 121 documents audit log 93 Download to Palm window 174 downloading map and driving directions to Palm device 174 RightNow 16 drag and drop operations explorers 59 navigation lists 28 31 driving directions 279 driving directions continued for contacts and organizatio
80. ovetview 25 Quick Search 76 recent items list description 48 selecting actions 32 navigation pane settings field descriptions 46 navigation sets resetting to profile default 47 New Contact window field descriptions 135 New Organization window field descriptions 158 New Task window field descriptions 184 Notes tab contacts 144 organizations 163 notifications broadcast 197 281 notifications continued desktop alerts 196 opening 194 ribbon 195 sending 197 toast 196 triggering events 194 viewing 194 O opening records 85 opportunities assigning 96 attaching files 102 audit log 93 copying 91 flags 97 forwarding 86 multi editing 112 printing 93 reassociating contacts 149 searching 70 from a report 71 from an open record 79 using Quick Search 76 Opportunities tab contacts 143 organizations 163 Order By search results 73 Organization Search window 81 140 organizations adding 157 adding existing contacts to 161 adding new contacts to 161 assigning 96 associating contacts with 139 attaching files 102 audit log 93 copying 91 deleting 167 driving directions 171 editing 167 flags 97 RIGHT NOW 282 organizations continued hierarchies adding existing organizations 169 adding new organizations 168 caution when deleting organizations 170 ovetview 168 Hierarchy tab 168 maps 171 multi editing 112 overview 152 printing 93 recotd tabs Attachments tab 166 Audit Log tab 166 Contacts tab
81. s Back Figure 83 Map and Driving Directions The window displays the map and highlights the route from the location you entered to the customert s location In addition the window displays an estimated driving time as well as driving directions From this window you can download the driving directions to a Palm device email the directions or print them To download driving directions to a Palm device 1 From the Location Map window click Download to Palm RIGHT NOW 174 Organizations a Location Map Download to Palm Enter a title for the driving directions and click the Download button This will be the name of the driving directions in the RoutaViAP viewer in your Palm device Note You may rename the driving directions file but be sure to add the pdb extension to Slough the name e g directions1 pdb or aw Mahradiok a View Full Path dallas2houston pdb Depart Oxford Arrive Wokin g F z Total 57 7 mile s 50 minute s MyDirectionsTitle Download To view the driving directions in your Palm device you must download the AouteaViAP viewer Download RovteVMlAP Viewer Back Figure 84 Download to Palm Window 2 Type a name for the driving directions in the field using a pdb extension 3 Click the Download button to download the driving directions to your Palm device Note To view the driving directions in your Palm device you must downloa
82. select the Send To All Logged In Users check box Note When you select this check box you cannot select individuals because the To button is disabled 4 To send to selected staff members click the To button to open the Select Names window RIGHT NOW 198 Notifications Select Names Type Name or Select from List Name Address Type Abramson Douglas dabramson qglobal exampl Account admin Account ba Administration Group Administrator Account Azevedo Christina cazevedo global example Account Bauer Lucy Ibauer global example iny Account Berndt Paula pberndt global example in Account Bice Hector hbice global example invalid Account Blume Warren whlume global example in Account Bonney Mike mbonney global example i Account Calder Mario Account Cappelli Patty peappelli global example i Account Carson Faith fearson global example in Account bs Customer service Group Dickenson Sonya sdickenson global exampl Account Dirkwood Brent bdirkwood global example Account Dvorak Dana ddyvorak global example in Account fl gt ss Message Recipients To gt Figure 98 Selecting Recipients for a Broadcast Notification a Select one or more names from the list Note To select multiple recipients press Ctrl while making your selections b Click the To button to add the names to the field c Click the OK button to close the Select Names window The
83. signature Dormant incident An incident that is not returned when performing word or phrase based searches After remaining in the Solved status for a specified time incidents become dormant to ensure that the knowledge base is populated with the most useful and timely information Draft The preliminary status of a mailing or sur vey When a mailing or survey is created it is set to the Draft status The status will also return to Draft if the mailing or survey s schedule is can celed Drill down To start at a top or general level and become mote specific at each lower level RightNow s drill down feature enables access to additional output levels in reports Drill down filter tThe fields in an output level used to filter the data returned when drilling down to another output level This impacts what data is returned 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 Editor A layout format on the content pane when working with administration items The edi tor contains the fields for adding and editing an administration item Else clause The clause that follows the Then clause of a business rule If the cond
84. staff management workspaces workflows agent RIGHT NOW 12 Chapter 1 Introduction scripting customizable menus and product linking business rules custom fields system con figuration communication configuration monetary configuration database administration the external suppression list multiple interfaces Outlook integration configuration CTI computer telephony integration configuration screen pops contact upload and add ins RightNow User Manual Contains procedures common to all staff members including customer service agents marketing personnel and sales representatives This manual addresses common functionality that applies across products plus contact and organization records tasks notifications CTI computer telephony integration Outlook integration shortcut keys and SmartSense RightNow Analytics Manual Contains procedures for working with RightNow Analytics including generating standard reports and creating custom reports and dashboards Also included are descriptions of the elements used to build custom reports and dashboards including styles chart styles color schemes images and text fields This manual also contains information about and procedures for using Enterprise Analytics RightNow Service Administrator Manual Contains procedures for configuring RightNow Service This manual addresses standard text and variables in the content library guided assistance Offer Advisor servic
85. tab for responses to a RightNow Feedback text question appears the same as it does on the incident workspace RIGHT NOW 240 SmartSense Emotive Rating Appendix B 080403 000001 4p a Reference 080403 000001 Contact Q 7 Status Unresolved Organization Name Assigned Customer service Product Faith Carson he No Value k Disposition No Value R Category No Value v Contact SmartSense rs Staff SmartSense 2 as f Undock View All Y Sort Date Descending 7 Contact SmartSense rating Staff SmartSense rating Figure 120 SmartSense Meters on an Incident Workspace On a new incident such as the one shown in Figure 120 both meters start off at neutral rep resented by the neutral face icon displayed in the center of the meter Each time the incident is updated by the customer on the customer portal the contact SmartSense rating is updated when a staff member adds a response on the incident workspace the staff SmartSense rating is updated Current threads are weighted more heavily than earlier threads Note The contact SmartSense rating is not affected when a staff member updates an incident on the incident workspace by adding a customer entry only comments that the customer makes through the customer portal are evaluated for the SmartSense rating The farther to the left the red zone of the meter the more negative
86. tasks Custom fields appear when adding and editing records depending on the type and visibility they may also appear on the customer portal RIGHT NOW 250 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 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 account Information consisting of a user ID and password that allows customers to access cettain functions on the customer portal such as Ask a Question and My Stuff Customers can create a customer account when submitting a question this adds a contact record to the knowl edge base Customer portal See RightNow Customer Portal Customer Portal Studio A software develop ment framework for integrating an organization s web site with RightNow elements that provide customers with access to the information in the knowledge base The Customer Portal Studio pro vides templates pages widgets and other tags as well as a tag gallery that contains code and other information about standard RightNow widgets and other elements It also includes the WebDAV pro tocol for file management and an extension for Adobe Dreamweaver See also RightNow Cust
87. the customer completed the survey the sur vey score and the type and name of the survey The Action column lets you view the con tact s response Opportunities 1 Notes Tasks 14 Incidents Surveys 1 Marketing Activity 7 Attachments Audit Log Options v BE taste Se ie a 10 05 2007 10 30 AM 10 Broadcast Survey Customer Satisfaction Survey view Results Figure 68 Viewing Surveys for a Contact Marketing Activity tab To view marketing activity associated with the contact such as mailings that were viewed or tracked links that were clicked click the Marketing Activity tab on an open contact The tab contains the number of mailings associated with the contact in parentheses next to the tab name The tab displays when the activity occurred what the activity was a description of the activity the name of the mailing and any documents for each listed activity RIGHT NOW 146 Contacts j a Opportunities 1 Notes Tasks 3 Incidents 0 Surveys 0 Marketing Activity 8 Attachments Audit Log 3 Options v Date Created Type Description Mailing Document 06 03 2006 07 43 AM Web Page Submit Web Newsletter Web Form 06 03 2006 07 43 AM Web Page Link Click Web Newsletter Sign Up TY 06 03 2006 07 43 4M Web Page View Web Newsletter Sign Up TY 06 03 2006 07 43 4M Email Sent HTML Forbindelse Discount Email Forbindelse Phone Discount 06 03 2006 07 43 AM Email view HTML Forbindelse Discount Email Forbindelse P
88. the pages on the customer portal that the customer clicked before submitting a question Sharing The process of sharing contacts tasks ot both between Microsoft Outlook and RightNow All sharing functions are initiated from Outlook Sibling answer Related answers that share the same product or category These related answers may also contain the same file attachments 269 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 service contracts on the cus tomer portal and can be accessed from the My Stuff page See also Default response requirements SLA instance A customer s individual copy of an SLA An SLA is a generic contract that has not been applied to a specific customer an SLA instance is a copy of the generic SLA applied to a specific customer Slicing A method of grouping tabular report data by a common element When slicing a com mon value in a field can be chosen and only those rows that have that value will be returned in the report Other slice groups can be selected from links or a tree element Smart Merge A feature in RightNow Service that allows staff members to merge similar answers
89. the rating while ratings toward the right or green zone are more positive Only response threads are considered for the staff SmartSense rating in incidents 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 incident threads with a large number of words 241 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 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
90. the same ones that are associated with the opportunity Then if you should later change the opportunity s assigned staff member organization or contact the same change will occur on the associated task Task type The concept of inheritance hinges on the task type If you do not select an option from the Task Type drop down menu the task field values cannot be inherited from a record associ ated with the task In the example from the preceding paragraph you can use the Inherit property to make the task s assigned staff member organization and contact the same as the opportunity s values If however you leave the task type unspecified you cannot use the Inherit property for those fields Inheriting the Assigned field value All of the task types opportunities organizations contacts incidents answers campaigns mailings surveys and documents allow the Assigned field to be inherited from the associ ated record Use the Inherit property when you want the task to always be assigned to the staff member who is assigned to the record even when the staff member assigned to the record changes For example assume you set the Assigned field of a Mailings task to Inherit If you change the staff member assigned to the mailing the staff member assigned to the associated task also changes to the new staff member If you want the task to always be assigned to the same person assigned to the mailing even if that staff member chan
91. tions and operators and cannot be altered when using a segment or when running a report Flow diagram A graphical representation of a campaign survey or desktop workflow Flow dia grams allow staff members to diagram the events and decisions of a campaign survey or business process When a campaign or survey is launched contacts are automatically moved through the flow based on the specified criteria When a desktop workflow is associated with a record editor in a profile staff members with that profile will move through the flow when opening a record of the corresponding type See also Desktop workflow Forecast A projection of sales revenue for an opportunity that may close in a given sales period Foreign key A column or columns that contain values found in a primary key of another table Foreign keys are used to ensure relational integrity and are rarely primary keys See also Primary key Forward to Friend link A link that enables con tacts to forward the message to another email address This type of link can be added to docu ments templates and snippets for use in mailings surveys 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 Functions are used anywhere in a business process that dictates doing the same thing in more than one place Funct
92. to the contact This field defaults to No Value Refer to Assigning records on page 95 Title Type the contact s title in this field Adding contacts 137 Table 29 Contact Fields Description Continued Field Description Login Type a name in this field to designate a login for the customer to use when logging in to the customer portal If the customer added the contact record on the customer portal this field displays the login the customer entered This field applies only to RightNow Service Note The login may not contain a quotation mark or space SLA An SLA is a service level agreement Click Add or Edit in this field to add edit or remove an SLA instance for the contact If you have read only permission in your profile the field contains View instead of Add or Edit For information about SLAs refer to the RightNow Service User Manual Note This field applies only to RightNow Service and only for contacts that do not have an organization association If the con tact is associated with an organization you must apply SLA instances to the organization not the contact Global Opt in Click this drop down menu and select Yes if the customer has opted to receive marketing mailings and No if the customer does not want to receive them 3 To associate the contact with a new opportunity click the Opportunities tab This tab is on top by default on the standard contact workspace Click the New button to
93. to be selected but not opened Default Navigation Item for Current Page Chapter 2 Clear this radio button if you do not want the default item for the navigation list to automatically open on the content pane Note This radio button is selected by default When the naviga tion list does not have a default item nothing will open For infor mation about setting an item as the default see Selecting actions from a navigation list on page 27 Working with explorers 49 Table 8 Navigation Pane Settings Description Continued Field Button Description Last Navigation Item Select this radio button if you want the last item that was open o in Previous when you logged out to automatically open when you log in even ession if it is not in the navigation list that displays when you log in 4 Click the OK button to save your changes to the navigation pane Working with explorers Certain components in RightNow display data in hierarchical folders similar to Windows Explorer RightNow explorers allow you to see more information and conduct more effective searches to access the information you need And because the layout is similar to Windows Explorer and much of the behavior is the same it will take you less time to become familiar with the functionality The main elements and basic functionality of all RightNow explorers are the same However options may differ slightly from one explorer to another Important Explorers
94. tommail montana com Anytown MT 55555 US Edit SLA See Organiz ation for SLA details L J Contact Type No Value Global Opt in Yes Opportunities 1 Tasks 3 Add New liad Open Print Uy Copy Delete Reject C3 Forward 3 Options Opportunity Name Assigned Status Stage Rep Forecast Manager Value Date Updated Action Large renewal opportunity EdwardLang Active 4 Negotiating 450 000 00 04 06 2009 02 55PM Open Delete Print Logged in as Edward Lang Editing 6 objects online 100 U H Figure 50 Opening a Contact on a Separate Window 4 Click the Dock to Console button on the upper right corner of the window The contact record opens on a separate tab on the content pane RIGHT NOW 118 Chapter 3 Common Functionality A Communication Center Analytics 85 Contacts y Answers r Od HKS Brandi Frost global_95_cfm RightNow CRM eax Home LWZ x HA 1 om SFT 2 O E U Copy Save Save amp New Refresh Appointment _ Reset Spell Links Info Close A Delete password Check Save Ii Actions Proofing Links and Info Q Incidents 9 070402 000095 BE Brandi Frost 4b Incident Items F L Incident Activity r i First N Brandi Stat Service Sales v _ J Incident Performance Peer ii x Incidents Created By Source Last Name Frost Organization Saclecurate USA IQ Email Operations Dashboard Site Administration Das
95. with Quick Sear rreren er ge Kase se her ea a a Sams 76 Predefined Quick Search reports renada cde tiesto eee axe hie aes 78 Dearchine 1oMmy Open LeCOLdS 10 sake ote geen kare hae ee Gea 79 O E a E EE E E E E E wamate 83 Standard workspaces e aiaa oh ees eee ene eo eee E 84 OPENING eCo Seerne wales hin Daag pie en Shanes eee OR 84 PORWatdine CCOfdsi absentee duet dtm Grtii eee setae ba Gaus 86 DeElCCUNG TECIPICN DS tt 5taktee aug miee ele abate oo a EN 89 Checkin Dames s 0cc0etuwsnwe mee manne eles cant owemnedated 90 COP Ne LeCOndS Saas Pee ee nile eh Se ee a eh eee 91 PDDE TECO oy c5 Siaa ey aye eet Read ho ed hs See nas 93 PCE NOC cara cceing Gra Bese Biante eats patins E canner ciate mote Garant 93 Li piedatine recor 428 5 ceeds ect Se aie Seduce ee ieee Saas 95 WNSSIO MING TECOLCS Glare 0h 3 a beg a hy eee Aa ee E Bee ad 95 Flacone OCOS yare pearde sce ths AEE EENE 97 Spe Mee Choi i ea dah SAA eels eR eR ee ee eh eae 97 InlGe Spell Chee WING ear e E a E E E A 98 Manual spele heck ioaren taa e ha mr a a a 99 PULOMANE spell CMECKING 62 eG Aart tS eit ee TEA 102 AC GINO Liles CO ECOL aa a a corerat AAW an ween amet h att hae Wawe 102 MIS Wer Tle attache M S at 3 944 Sudo Pelee eee ee EEA 103 Incident file attachiiemts 4 4 51 st ean rae a hace elie 103 Viewing the attachments epOt snubs ba weteaca esa tiita tosg ske 104 Attachments tap OO bates cerise gwd eid ea ae ee de BAe as 105 Browsing and searching for files to attach to a record
96. working with tasks refer to Chapter 6 Tasks on page 177 Working with records This section talks about the general way you can work with different records when you are not actually changing the information in them It begins with a discussion about standard workspaces and then goes on to describe the procedures for opening forwarding copying and printing records It concludes with a section about audit logs which let you see what changes have occurred to the record since it was created RIGHT NOW 84 Common Functionality Standard workspaces RightNow provides a standard workspace for each record type answers contacts incidents opportunities organizations and tasks plus a standard workspace for quotes quote prod ucts and service opportunities on their respective windows RightNow also contains standard chat workspaces for staff members working in RightNow Chat Each workspace defines the buttons and tabs on the ribbon the buttons on the Quick Access toolbar which fields are available what toolbars and buttons are displayed on record tabs and how the information is organized on the content pane RightNow also provides standard multi edit workspaces for each record type Each multi edit workspace defines fields for updating more than one record in a single operation instead of performing the same action on each individual record Your organization may use the standard workspaces or your RightNow administrator
97. you select Open Incident within CRM Console you will be auto matically logged in to the application where the incident is opened RIGHT NOW 234 Outlook Integration Chapter 9 230 Appendix A Shortcut Keys To help you be mote efficient and quickly navigate RightNow default shortcut keys are included for creating records and other items navigating the console and content pane and performing functions Tip You can mouse over buttons on ribbons and tool tips will display shortcut keys In addition you can press the Alt key plus the first letter of the ribbon tab to display shortcut keys for the tab Refer to Displaying shortcut keys on the rib bon on page 69 Table 50 describes the shortcut keys included in RightNow Table 50 Shortcut Keys Shortcut Key Action New Item Ctrl Shift i Incident Ctrl Shift a Answer Ctrl Shift p Opportunity Ctrl Shift c Contact Ctrl Shift o Organization Ctrl Shift t Task Ctrl Shift b Dashboard Ctrl Shift r Report Ctrl Shift Campaign Ctrl Shiftt y Survey Ctrl Shift m Mailing RIGHT NOW 236 Shortcut Keys Appendix A Table 50 Shortcut Keys Continued Shortcut Key Action Ctrl Shift d Document Ctrl Shift e Guided Assistance Guide Tab Switching Ctrl Tab Return to previous content pane tab in history Ctrl Shift Tab Move forward to next content pane tab in history Global F3 Move to
98. 0 To view the audit log for the contact record click the Audit Log tab Refer to Audit logs on page 93 11 To add a flag to the contact click the area next to the white flag at the top of the content pane Refer to Flagging records on page 97 12 If you are adding the contact on the New Contact window because you are adding it to a contact list incident opportunity or task instead of on the content pane click the OK button The window closes Important Closing the New Contact window saves the contact data in memory but the contact record is not added to the knowledge base until you save the record you have added the contact to 13 Click the Save and Close button Associating contacts Chapter 4 It is possible to add contacts and not associate them with any other type of record in the knowledge base But the real value of RightNow comes from being able to associate contact records with organizations incidents opportunities tasks and contact lists All staff mem bers with permissions in their profile whether they work in RightNow Service RightNow Sales RightNow Marketing or RightNow Feedback can open and update contact records ensuring that every staff member has the most current information about all contacts This section describes the procedures for associating contacts with organizations incidents and opportunities Associating contacts with organizations 139 Associating contacts with organizati
99. 0 I m trying to figure out if it is the second or third generation of that model You can tell MO by the main display Is the version number above or below 200 on the display Customer Entry By Phone amp Faith Carson 09 18 2008 09 35 4M ampaigns think I m following the instructions for three way calling correctly but each time switch to the third party my call is disconnected Can you help me figure out what 2209 9 Logged in as Faith Carson Editing 5 objects RyjOnline 100 Figure 49 Editing an Incident Using the Standard Workspace RIGHT NOW 116 Chapter 3 Common Functionality Each time you click a record tab to add or edit another record associated with an incident you open a separate window before you can edit the incident itself or another record associ ated with the incident you must first close the open window But there may be times when you want to keep each of the records open while you work on the incident And you may also want to have another incident including one or mote of its associated records open at the same time However if you have many records open you can imagine that navigating between them on the content pane might become confusing RightNow helps you manage open records by grouping all associated records into a single work group this helps you keep multiple records open without confusion A work group is a set of records that can be saved an
100. 0402 000095 k pa i aa a Problems with the Mundo Unresolved Edward Lang Knowledge engineer 04 03 2009 08 00 AM 070119 000123 S Emal Operations nET d I lost my phone How do I get a replacement Unresolved Christina Azevedo Knowledge engineer 10 11 2007 02 44 PM 061207 000190 ae ee I need help switching my contract Unresolved Ray Kizer International 10 11 2007 02 44 PM 060418 000150 Which phones can take videos Unresolved Ray Kizer International 10 11 2007 02 44 PM 060420 000100 ENE Do you support e billing Unresolved Ray Kizer Knowledge engineer 10 11 2007 02 44 PM 070208 000076 I need help switching my contract Unresolved Barbara Runge International 10 11 2007 02 44 PM 061116 000101 Recent items I m getting some unreliable service around Anytow Unresolved Christina Azevedo Knowledge engineer 10 11 2007 02 44 PM 061101 000106 New chargers Unresolved Ray Kizer International 10 11 2007 02 44 PM 051129 000113 Can I renew my contract Unresolved Ray Kizer International 10 11 2007 02 44 PM 060517 000187 A Comenamicetion Gankes Do you support e billing Unresolved Ray Kizer International 10 11 2007 02 44 PM 070309 000092 Need help getting 3 way calling to work Unresolved Ray Kizer Knowledge engineer 10 11 2007 02 44 PM 070213 000157 Do you support e billing Unresolved Ray Kizer International 10 11 2007 02 44 PM 070309 000095 How do I block a number Unresolved Barbara Runge International 10 11 2007 02 44 PM 051003 000042 8E Contacts Disconnected calls
101. 3 RightNow Made Easy An Administrator s How To Guide Contains basic procedures for the RightNow administrator to configure all common areas in RightNow and all RightNow products including RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales This streamlined how to guide gives administrators the basic steps to set up and configure all areas in RightNow one task at a time and complements the array of published RightNow manuals and documentation RightNow Made Easy A User s How To Guide Contains the basic procedures for tasks that staff members perform on a regular or daily basis With how to instructions for each RightNow product customer service agents marketing personnel and sales representatives can quickly and efficiently complete routine tasks as they work with customers and prospects The uset s how to guide combines several RightNow user manuals into one easy to use resoutce RightNow Voice Manual Contains general information about the applications that com prise RightNow Voice as well as implementation information for each Voice application This manual is intended for organizations who offer RightNow Voice or are considering this self service solution anyone implementing RightNow Voice and staff members who are respon sible for managing the software on behalf of an organization or for their own organization after implementation RightNow August 09 Release Notes Contains a brief description
102. 8 Introduction RightNow Marketing Marketing is often the first point of contact with a customer as a result that first experience is crucial to how the customer views your organization RightNow Marketing is an email and campaign marketing solution that ensures high value customer experiences across your mar keting touch points Using multi stage marketing campaigns you can quickly target and deliver the right informa tion and product offers to the right recipients at the right moment By providing your cus tomers and prospects with what they need when they need it you not only create a great experience you also optimize the effectiveness and cost efficiency of your marketing pro grams RightNow Marketing is seamlessly integrated with RightNow Service RightNow Sales RightNow Analytics and RightNow Feedback so your organization can act on every new lead in a timely appropriate manner and provide your marketing team with more accurate complete and up to date customer data RightNow Feedback Chapter 1 RightNow makes it easy for you to find out what your customers really think by asking them at the right time and in an appropriate manner RightNow Feedback is a customer sur vey tool for gathering information about your customers experiences The resulting informa tion will help your organization improve customer experiences and increase customer loyalty RightNow Feedback also unifies all of your organization s feed
103. 92 Common Functionality Chapter 3 2 Select the check box for each of the data items you want copied with the record Table 17 shows the available options for each type of record the answer items that are not check boxes are noted in the table Record Type Answer Table 17 Copy Options for Each Type of Record Copy Options e Access Level Select from drop down menu e Language e Status Select from drop down menu e Copy File Attachments e Create Sibling Relationship Select this check box to create a sibling relationship between the answer and the copy e Save and Close Copies Select this check box to automati cally save and close copies of answers Contact e Notes e File Attachments e Contact Lists Incident e Threads e Incident Contacts e File Attachments Note When copying an incident the original reference number is prepended to the incident subject of the copied incident for identi fication purposes Opportunity e Notes e Opportunity Contacts e Opportunity Competitors e File Attachments e Quotes e Quote Products Organiz ation e Notes e Organization Addresses e File Attachments Task File Attachments Printing records 93 3 Edit the copied record as necessary 4 Click the Save and Close button to save your edits to the copied record Printing records When you want a hard copy of a record you can print it from the open record or from a repo
104. 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 249 Control A tool for placing titles spacers reports and other advanced features on a work space CRM state See State crontab A UNIX command used to schedule when processes including utilities are automati cally run crontabfile A UNIX file that contains and stores the scheduled processes Cross tab A method of displaying report data in a table format CSV comma separated value A file format with commas separating one column value from the next Each row is delineated by a hard return Also called comma delimited CTI computer telephony integration A data connection between telephone systems and com puters CTI screen pop A computer telephony integra tion function that causes information related to contacts incidents organizations or opportuni ties to be opened on staff members workstations when they answer a call Currency A monetary denotation based on 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
105. Center button on the navigation pane Chapter 8 Accessing CTI functions 201 4 Double click Communications Center Home The Communications Center Home opens below the Live Media bar on the content pane Note The Communications Center Home component can reside in any navigation list If you have problems locating Communications Center Home contact your RightNow administrator Live Media Bar w 8 FH Logout CTI Available No Call Dial Answer Hangup Hold Retrieve Consult Transfer C Communications Center Home qd D A Calls Dial Line Contact Activity Phone Status Figure 100 Communications Center Home Accessing CTI functions Depending on your navigation set and profile settings CTI functions may be accessible from the Live Media bar or Communications Center Home The following sections describe the CTI functionality accessed from these locations For information about managing calls with CTI refer to Managing calls on page 206 Important When using CTI all telephony functions should be performed from the CTI toolbar call toolbar or call grid instead of using the buttons on your telephone RIGHT NOW 202 CTI Live Media bar CTI options and soft phone functions on the Live Media bar allow you to log in log out set your agent mode select a phone line place calls answer and end calls put calls on hold transfer calls and consult and conference with other agents CT
106. EdwardLang Active 4 WNegotiating 450 000 00 04 06 2009 02 55PM Open Delete Print Figure 73 Viewing Opportunities for an Organization Notes tab You can view the notes associated with an organization by clicking the Notes tab Notes can be sorted by date Remember that customers never see the notes added by staff members RIGHT NOW 164 Organizations Chapter 5 Contacts 3 Tasks 6 Incidents Attachments add x Sort Date Descending Organization Note oj Edit Delete Edward Lang 04 06 2009 02 57 PM Follow up February 1 on service contracts Figure 74 Viewing Notes for an Organization Tasks tab To view the tasks associated with an organization click the Tasks tab The tab contains the number of tasks associated with the organization in parentheses next to the tab name For each task the tab displays the task name due date completion date staff member assigned to the task and priority You can open copy delete print and forward any task and mark tasks complete by clicking a button on the tab s toolbar or by right clicking the task and making your selection Contacts 3 Opportunities 2 Tasks 6 Incidents Add F open Print U5 Copy XK Delete z Complete Ces Forward 3 Options v Name Due Date Completed Assigned Priority Z Partner Follow Up 04 16 2009 02 54 PM Brendan Foster Delete Print Complete Pipeline Call 04 16 2009 02 54 PM Brendan Foster Open Del
107. Everyone Public 10 10 2007 09 59 AM LS m 656 Is it true that excessive cellphone use is unhealthy English US Everyone Public 10 10 2007 09 47 AM 672 How do I report and disconnect a lost or stolen cell phone English US Everyone Public 10 10 2007 09 13 AM 2a 908 Mundo MD 5200 information English US Everyone Public 10 10 2007 10 01 AM D 936 Why is the phone warm after a long conversation English US Everyone Public 10 10 2007 09 49 AM Ns 977 Which phones have text messaging English US Everyone Public 10 02 2007 09 55 4M 8 1001 Prepay Plan information English US Everyone Public 10 10 2007 12 40 PM o 1108 Can I send emails from my phone English US Everyone Public 10 10 2007 09 42 AM e 1124 Gold plan information English US Everyone Public 10 10 2007 10 08 AM 9 1131 Can I continue to use the same cellphone number after leaving my employer English US Everyone Public 10 10 2007 09 46 AM 1133 Which phones have text messaging English US Everyone Public 10 10 2007 08 55 AM 7 1155 How do I roll over the remaining minutes from one month to the other English US Everyone Public 10 10 2007 09 22 AM 1309 Why is the call sometimes interrupted English US Everyone Public 10 10 2007 09 44 AM amp 1350 Conversa CA 9800 information English US Everyone Public 10 10 2007 10 06 AM ae 1351 Verden 300 information English US Everyone Public 10 10 2007 10 04 AM 1488 How do I check my bill on the web site English US Everyone Public 10 10 2007 09 12
108. Forward window Checking names When forwarding records if you type a name a partial name or an email address that is not found in knowledge base when you tab to the next field or click the Send button the Check Names window will open Copying records 91 Check Names More than one john has been found Select which address to use john williams example c john williams example com Johnson Michael mjohnson global example i Figure 37 Check Names Window This window displays suggestions for staff accounts staff account groups distribution lists and email addresses based on what you entered in the To Cc or Bec fields In this example the name John was entered From this window you can double click a list item to select a recipient or click the Cancel button to return to the previous window and re enter the name Copying records You might want to copy a record to use as a starting point for creating another record For example assume you have a contact record that is associated with an organization When you add another contact from the same organization you might want to copy the original contact and edit the names to avoid having to re enter organization information To copy a record 1 With a report open on the content pane right click the record you want to copy and select Copy The Copy window opens Or With the record open click the Copy button on the ribbon RIGHT NOW
109. G het dll ere oe canee tense een ee assureeeee eee ats 210 Ore e Dill see sia tees essai aes cote tae pecs seucueey se eheceesee 210 Chapter 9 Outlook Integration euseuesaueruereu ranere 213 Installing Outlook ites crrcsnsss sree rieer iiia EEE 214 Setting Up Outlook Morao essere renies taraa E 215 Selecting sync options for Outlook cited eek ctueb be deareeukanes 216 iste Cone eles AO neu one a berape r EER EEE one oe aee nes 222 Usny tas SCO oa co ene e ante desea ton sau bag euruda ss 224 iste ema Enr ct eri chee eontestentceus ee eeectodaua a 227 NSH SAG 1906 acres sno eee errs R ete E es ee eaten ae 230 Appendix A Shortcut Keys 0 ccc ee eee eee eens 255 Appendix B SmartSense Emotive Rating 00 0 239 RightNow Glossary 0 0 ee eee 243 Ci oe es ee oe ee ee ee ee eee ee 277 RIGHT NOW 6 Contents 1 Introduction RightNow helps businesses deliver exceptional customer experiences that drive competitive advantage and business growth while reducing operation costs With our newest offering RightNow August 09 you can deliver great experiences to every customer all the time Using RightNow s customer service sales marketing and feedback solutions you can guar antee that your customers and front line employees customer service agents marketers and salespeople have the information they need when they need it We call it knowledge at the point of action and we
110. I Options Soft Phone Functions Figure 101 CTT Options and Soft Phone Functions on the Live Media Bar Table 38 describes the CTI options available on the Live Media bar Soft phone functions are described in Table 41 on page 206 Table 38 Live Media Bar CTI Options Description Button Field Description Login CTI Click this button to log in to CTI The agent mode drop down menu will be activated Note This button appears only when you are logged out Logout CTI Click this button to log out of CTI Note This button appears only when you are logged in Agent Mode Click this drop down menu to select an agent mode e Available e Busy After Call e Busy Other Note This drop down menu is active only when you are logged in Depending on your phone switch and profile configurations all of these options may not be available and you may not be able to manually change agent modes You may also have custom agent modes available Engagement Click this drop down menu to switch to another call on another phone line Chapter 8 Communications Center Home 203 Communications Center Home All CTI functions can be accessed from the Communications Center Home which is divided into two sections the call toolbar and the call grid From the call toolbar you can add and edit records such as incidents and opportunities and access speed dial numbers Tip Right click options on the call grid provide you with access to the s
111. I get a replacement Unresolved Christina Azevedo Knowledge engineer Incidents Created By Source mee k I need help switching my contract Unresolved Ray Kizer International e Email Operations Dashboard bl TR 4 wed b led Site Administration Dashboard Problems with the Mundo Unresolve Barbara Runge Knowledge engineer ESR Which phones can take videos Unresolved Ray Kizer International haps ee Do you support e billing Unresolved Ray Kizer Knowledge engineer I need help switching my contract Unresolved Barbara Runge International Recent items I m getting some unreliable service around Anytown Unresolved Christina Azevedo Knowledge engineer New chargers Unresolved Ray Kizer International ne Can I renew my contract Unresolved Ray Kizer International Se Do you support e billing Unresolved Ray Kizer International Need help getting 3 way calling to work Unresolved Ray Kizer Knowledge engineer Do you support e billing Unresolved Ray Kizer International ZA Communication Center How do I block a number Unresolved Barbara Runge International Disconnected calls Unresolved Edward Lang International Can I renew my contract Unresolved Edward Lang International How do I block a number Unresolved Barbara Runge International LE Contacts Call disconnects Unresolved Barbara Runge Knowledge engineer Need help getting 3 way calling to work Unresolved Faith Carson Knowledge engineer New issue with the 100s Unresolved Ray Kizer International 2 I m get
112. Mailing Q Completed No Value Survey Q Task Type Incidents v Document Q Notes Figure 92 Setting the Contact and Organization Fields to Inherit To change the Contact or Organization field trom Inherit Right click the value in the Contact or Organization field and select Inherit to clear the Inherit check box The value in the field remains the same but the field is enabled and you can change the value now that the Inherit property is no longer active Working with tasks You may find yourself editing a task to update information such as the due date or comple tion percentage Depending on the permissions set in your profile RightNow lets you view task information edit copy and delete individual and multiple tasks forward tasks and mark them complete This section contains the procedures for viewing editing and deleting tasks and marking them complete For information about copying and forwarding tasks refer to Copying records on page 91 and Forwarding records on page 86 To edit multiple tasks simulta neously refer to Updating multiple records on page 110 Viewing task information From an open task you can view task custom fields file attachments and the audit log which describes all actions taken on the task The following tabs are available when you work ona task Chapter 6 Updating tasks 191 e Attachments tab The Attachments tab lets you view the attachments associated with th
113. Om Incident Editor 070402 000095 I need help switching my contract Open Delete Print Action Unresolved Oh Om Solved Oh Om Oh Om Public XML API 060323 000175 Would like to do online bill pay Open Delete Print Figure 76 Viewing Incidents for an Organization Hierarchy tab You can view the hierarchical structure of an organization on the Hierarchy tab For informa tion about defining the organization s hierarchy refer to Creating and editing organization hierarchies on page 168 a Contacts 3 Opportunities 2 Notes Tasks 6 Incidents 4 Hierarchy Attachments Audit Log _ Add X gt Open Print x Remove 44 Find Refresh Green Beacon Bakeries Sdm Gaiters S O P amp P Consumer Figure 77 Viewing the Organizational Hierarchy RIGHT NOW 166 Organizations Attachments tab Click the Attachments tab to view the attachments associated with an organization The tab displays the file name size date created date updated and a description for each attachment For information about attaching files refer to Attaching files to records on page 102 a Contacts 3 Opportunities 2 Notes Org chart doc 19 50KB Tasks 6 06 29 2007 10 00 AM Open Download Incidents 4 Hierarchy Attachments Audit Log _ Add Files gt Open Fal Download Properties X Delete 3 Options v Name Size Created Updated Description Actio
114. RIGHT USER MANUAL NOW August 09 Common Functionality Contacts Organizations Tasks Notifications CTI Outlook Integration RightNow Documentation A 9 Administrators wi Administrator Manual Navigation Sets System Configuration CTI Administration D Staff Members User Manual Common Functionality Staff Management Communication Configuration Screen Pop Contacts Workspaces Workflows Monetary Configuration Contact Upload Organizations Agent Scripting Database Administration Add Ins Tasks Customizable Menus External Suppression List Notifications Rig htN OW Business Rules Multiple Interfaces CTl Solution Custom Fields Outlook Integration Configuration Outlook Integration Bo o B 3 e j 2 Administrators Staff Members zo Admins amp ERS Designers Service Administrator Service User Manual Customer Portal Manual mane Configuring RightNow for Answers Customer Portal Content Library RightNow Chat Configuration RightNow Chat Setting UP WebDAV and Dreamweaver Guided Assistance Service Level Agreements Cloud Monitor Creating Templates and Pages I RightNow Wireless Offer Advisor Administration Offer Advisor Working with Widgets RightNow Incident Archiving ae ee
115. Refer to page 76 e Searching from open records You can search for contacts for example when you have an open incident opportunity organization task or contact list Refer to To search for a contact from an open record on page 79 You can also search for an orga nization when working on contacts or search for a task when working on a record that has tasks associated with it See To search for an organization from a contact record on page 80 or To search for a task from an open record on page 82 Searching for records from a report Chapter 3 Double click any report in a navigation list to display a list of records in the report on the content pane The reports in your navigation lists are determined by the navigation set assigned to your profile The information displayed on the content pane depends on the report you selected and which fields were defined when the report was created When you search for records using a report s Search function you can identify records that meet the criteria you specify For example you can search for incidents assigned to a certain staff member answers that contain particular words or phrases or tasks that are due this week You can then sort your search results in ascending or descending order based on any of the filters you used for searching Searching for records from a report 71 To search for a record from a report 1 With a report displayed click the Search butt
116. Sales n i i oo Sales Serice susene kot GD Service E my_forecasted_opp 12 09 2008 02 51PM 12 09 2008 02 51PM No No Recent Items x AD My Reports N N Quick Search za Answer Quick Search v E 4 lt Search N Customize List Tree List 3 amp 2 8 gA Logged in as Faith Carson 699 Records Ry online 100 Figure 14 Reports Explorer Explorer display states Explorers display in one of three states Folders On Folders Off and Search On The display state determines what information you see and what functionality is available Folders On In the default state Folders On explorers display a folders tree on the left and a detailed list of the selected folder s contents subfolders and items on the right The columns that display in the list depend entirely on the explorer For instance the Reports explorer shows Created Updated and Initial Run columns while the Mailings explorer might show Launched Sent and Viewed columns You change states using the Folders and Find buttons on the ribbon RIGHT NOW 52 Chapter 2 Getting Started Folders Off When you turn off folders the tree is hidden and the content pane displays only the detailed list of the selected folder s contents However the folder hierarchy is maintained Depending on where you are in the hierarchy when you turn off folders you can double click a folder to drill down or
117. Unresolved Edward Lang International 10 11 2007 02 44 PM 070409 000171 Can I renew my contract Unresolved Edward Lang International 10 11 2007 02 44 PM 060803 000180 How do I block a number Unresolved Barbara Runge International 10 11 2007 02 44 PM 051003 000047 gt Call disconnects Unresolved Barbara Runge Knowledge engineer 10 11 2007 02 44 PM 070129 000226 a Need help getting 3 way calling to work Unresolved Faith Carson Knowledge engineer 10 11 2007 02 44 PM 070416 000017 j New issue with the 100s Unresolved Ray Kizer International 10 11 2007 02 44 PM 060808 000002 Tasks I m getting a sync error when I access my email Unresolved Rhonda Moreira Marketing 10 11 2007 02 44 PM 070215 000096 9 mN I have to push really hard on my keypad Unresolved Barbara Runge International 10 11 2007 02 44 PM 051031 000101 Organizations Can I renew my contract Unresolved Ray Kizer International 10 11 2007 02 44 PM 060321 000390 p in The be bk neel Land em eese lees m d Jin lb S Merl ere Mese mm Teklene t 44 AID ANL AA MAA AINA ANANDIA iv ff w oe vie i D Logged in as Edward Lang 565 Records Online 100 O uV G RIGHT NOW 86 Common Functionality You can zoom in and out of a report using the slider on the bottom right of the content pane Click the plus sign to zoom in on specific details or click the minus sign to zoom out to see more of the report You can also drag the slider left or right to decrease or increase magnification
118. Value Campaign Planned Completion No Value Mailing e Kk amp Completed No Value Survey Q Q Q Q Q Q Q Q Q LS J Task Type Answers Document Notes Figure 89 Associating a Task with an Answer 3 Click the Assigned button to the left of the Assigned field An Inherit button appears 4 Click the Inherit button The Assigned button changes to Assigned Locked with a lock symbol the value in the Assigned field changes to the staff member assigned to the answer and the field is disabled RIGHT NOW 188 Tasks Chapter 6 a Vv 7 New Task Name Opportunity Assigned a Organization _ _ Assigned locked r Status Not Started Percent Complete is Contact Incident lt gt Priority No Value i Answer Why do my batteries last such a short time Due Date No Value Campaign Planned Completion No Value Mailing a AR Completed No Value Survey Q Q Q Q Q Q Q Q Q Document E Task Type Answers Notes Figure 90 Setting the Assigned Field to Inherit To change the Assigned field trom Inherit Click the Assigned Locked button and select Inherit This clears the Inherit check box The staff member name in the field remains the same but the field is enabled and you can change the value now that the Inherit property is no longer active Inheriting the organization and contact values With certain tas
119. a between RightNow Saved and Outlook when a contact is saved in Outlook Attempt Sync When Select this radio button to sync contact data between RightNow Open and Outlook when a contact is opened in Outlook Sync On Demand Only Select this radio button to sync contact data between RightNow and Outlook when you click the Share or Sync All Contacts button on the Outlook toolbar This option is selected by default If both the From Server to Outlook and From Outlook to Server check boxes are selected a two way contact synchronization occurs If the same data you are updating in Outlook has been updated by another staff member working in the RightNow application the data from RightNow will be used during the two way synchronization Note When a contact is first created in RightNow as a result of a sync the Salesperson field on the contact record is assigned to the staff member who performed the sync Subsequent synchronizations do not affect the field therefore to change the Salesperson field for the contact you must manually update the field in RightNow 4 Click the OK button to save the contact sync settings and close the Sync Settings window Chapter 9 Selecting sync options for Outlook 219 To select task sync options 1 Click the arrow next to the Sync Email button and select Sync Settings The Sync Settings window opens 2 Click the Task Sync tab Sync Settings i er General B Contact Sync L Task Sync
120. abase from any external web page The code used to place the syn dicated widget on a web page is available in the tag gallery See also Tag gallery Table instance A component of a data set that specifies the database tables that data can be selected from and how database tables are joined in a report or segment Tag gallery A reference site that provides infor mation about the tags that can be used for creating pages and templates for the RightNow Customer Portal The tag gallery is a dynamic self document ing file that is when a widget is edited the tag gal lery immediately reflects those changes and displays a preview of the changes in the gallery Target A specific group of customers sharing common characteristics to whom a promotion is presented A customer may belong to more than one target Target rule A type of business rule that has the sole purpose of creating a target consisting of con tacts who meet the conditions established by the rule Task An action ot activity scheduled to be com pleted within a specified time Tasks can be standa lone or they can be associated with answers campaigns contacts documents incidents mail ings opportunities organizations surveys and stages in a sales strategy Task custom field A field for gathering and dis playing additional information about tasks Task custom fields appear when adding or editing a task Task inheritance A feature for linking a t
121. act window opens and is populated with any search terms you entered in the First Name Last Name Email Phone and Postal Code fields If you are adding a secondary contact to the record the organization name and address from the primary contact are also displayed on the New Contact window if you typed a postal code in the Search window that value will be overwritten by the organization s postal code 5 Select the contact you want to associate with the record you are working on and click the Select button The Contact Search window closes and the contact appears on the Contacts tab of the record for opportunities organizations and contact lists in the record fields for tasks or both for incidents To search for an organization trom a contact record 1 On an open contact record click the Search button to the right of the Organization field The Organization Search window opens Chapter 3 Searching from open records 81 wy Organization Search Organization Name State All Organization Name Action Recent Orgs Name Y Action There are no items to show in this view New Organization Figure 31 Searching for an Organization from a Contact Record 2 Type the first few characters of the organization s name in the Organization Name field An implied wildcard is used so all organizations that begin with the letters you type will be returned when you click the Search button Tip The Rece
122. ame soft phone functions that are available on the Live Media bar gt z _ Communications Center Home db Call toolbar _ D 2 Sa Calls Ee Line Contact Activity Phone Status Call grid 4 5221234 Active Figure 102 Communications Center Home The call toolbar and call grid are described in the following sections Call toolbar The call toolbar shown in Figure 102 allows you to add records from the Communications Center Home Depending on the permissions in your profile you can add contacts organiza tions incidents opportunities and answers You can also access speed dial numbers Table 39 describes the buttons available on the call toolbar Table 39 Call Toolbar Description Button Description Click this drop down menu to select the type of record you want to add Contact Select this option to add a contact For information about adding contacts refer to Chapter 4 Contacts on page 125 Organization Select this option to add an organization For information about adding organizations refer to Chapter 5 Organizations on page 151 RIGHT NOW 204 CTI Table 39 Call Toolbar Description Continued Button Description Incident Select this option to add an incident For information about adding incidents refer to the RzghtNow Service User Manual Opportunity Select this option to add an opportunity For information about adding opportuni
123. amweaver Extension which provides access to RightNow widgets and variables when you create your site in Dreamweaver Note You must have customer portal permissions in your profile for these options to appear Refer to the RzghtNow Customer Portal Manual Offline Select Offline to access the following options Note Disconnected access must be enabled for this option to appear Refer to the RzghtNow Sales Administrator and User Manual Work Offline Select this option to work offline in RightNow Sales Sync Data Select this option to manually initiate a data synchronization Help Select Help to access the help contents help index online docu mentation and tutorials Note Context sensitive help is available throughout RightNow when working with reports records editors and explorers The context sensitive Help button is located on the far right of the rib bon Add in Logging Select Add in Logging to choose which events you want to appear in the log file and which log file you want to view You can also delete log files from this option Refer to the RzghtNow Administrator Manual Note The add in log will be available to only those staff members with the Configuration permission selected on the Common tab or the Developer Mode permission selected on the Add Ins tab of their profile Accessing the application menu 23 Table 1 Application Menu Description Continued Section and Option Choose Add in Ev
124. an incident to a contact by click ing the Incidents tab and clicking the New button For information about adding incidents refer to the RzghtNow Service User Manual Associating contacts with opportunities When you work on an opportunity in RightNow Sales and add a new or existing contact to the opportunity the contact opportunity association is automatically created when you save the opportunity A contact opportunity association is also created when you add an opportu nity to a contact by clicking the Opportunities tab and clicking the New button For informa tion about adding opportunities refer to the RzhtNow Sales Administrator and User Manual Removing contact associations Chapter 4 There may be times when you want to remove a contact from a record but do not want to delete the contact from the knowledge base In those instances you can remove the contact from the incident opportunity organization or contact list Note To remove a contact from an open task right click the name in the Contact field and select Cleat To remove a contact trom a record 1 On the Contacts tab of the record select the contact you want to remove and click the Remove button on the toolbar A message asks you to confirm that you want to remove the contact Or Right click the contact and select Remove 2 Click the Yes button to confirm removal of the contact The contact remains in the knowl edge base but is no longer associated with the
125. an item expand the appropriate folder under Available Items You cannot add folders in the Available Items list to your navigation list a Select the item and click the Add button Or Drag the item to your navigation list and drop it where you want it in the list b To add multiple items at the same time press Ctrl while making your selections and click the Add button 4 To remove an item from your navigation list select it and click the Remove button Other ways to remove items include right clicking an item and selecting Remove from List or selecting an item and pressing Delete Tip To select more than one item to remove press Ctrl while making your selec tions and click the Remove button or press Delete 5 Click the OK button to save your changes and close the Customize List window Your navigation list will reflect the changes you made To search for an item to add 1 Click Find in List above Available Items or press Ctrl f The Find window opens Find What l C Match whole word Direction C Match case O Up Down Figure 6 Searching for an Item to Add 2 Type your search term in the Find What field and click the Find Next button a To match case or whole word select the appropriate check box b To specify the direction of the search in Available Items select the Up or Down radio button Tip As you type the system highlights the first item in the list that begins with the letters
126. and click the Select button The window closes and the contact appears on the organization s Contacts tab 7 Click the Save and Close button to save the organization Editing organizations You may find yourself in the position of needing to view or update organization information Depending on the permissions set in your profile RightNow lets you view organization infor mation edit individual and multiple organizations copy print and delete organizations and remove contacts from an organization Viewing organization information Chapter 5 From an open organization record you can view all contacts tasks attachments notes inci dents opportunities and the organization s position in a hierarchy You can also view the audit log which lists all actions taken on the organization record by staff members and through automatic system updates Contacts tab To view the contacts associated with an organization click the Contacts tab if it is not already on top of the organization record tabs The tab contains the number of contacts associated with the organization in parentheses next to the tab name For each contact the tab displays the name email address organization name office phone number and title You can open print copy remove from the organization send an email and set the contact role from the Contacts tab Note Contact roles are used only in RightNow Sales Viewing organization information 163 Conta
127. anging the appearance of navigation buttons Collapsing the navigation pane 02 ee eee Working on the content pane 6 240 2scatudoobudaunsasa Changing RightNow CRM options 0006 Changing your personal Sctnies 1 244 ccutenwed eh ceca aes Changing yout DACs Ol dinub ea beugtees eke nen hee aes Ghaneine view Options rresrs ristet iier a aeene eee Changing navigation pane settings 00 000 Working WIM erplorer S sentaa seipi nEn Eroa Explorerdis play STAES pe s anapa e a a a Ea CE PE EEEE E E LOO eiere a E NRA Dede S E S E EEE Accessing data and taking actions 0d ui bus ed Ga wae eed dei Selecting actions from the tree a de hed sem ene eee ee os Selecting actions from the Niclas ee eeeee eee cee sed Selecting actions from the ribbon 0 Contents f 1 RIGHT NOW 2 Contents Changing folders from the address ar ncsc0 caddie tres ee ee eaeoes 63 Chapter 3 Common Punctonality civsisoxsetende ie nE EEA beeen es 65 NW OE ISING WATE ENG TID DON Stes bs thd acento a A 66 Ninimizine themibbOniiysi66e e5ubaieue EE aes 67 Customizing the Quick Access 100 bat s aici caus eadeok ested Oat 67 Displaying shortcut keys on the ribbon si ai towd Sud ich ota bab dled 69 Sear chine 1OPreCOrdS e aaa Acecite ate sesie ws sata Daveemous a4 70 Searching for records from a report win 2 sot bone eda esd ys 70 Using special characters when searching 00008 74 Searchine
128. anization can have an unlimited number of subordinates organized into a maximum of twelve levels per parent organization Figure 80 displays an organization hierarchy a Contacts 3 Opportunities 2 Notes Tasks 6 Incidents 4 Hierarchy Attachments Audit Log Add X gt Open Print x Remove 44 Find Refresh S O Green Beacon Bakeries gt Reser S O P amp P Consumer Figure 80 Organization Hierarchy Example Caution Changing an organization s hierarchy can impact the incidents and opportunities associated with all organizations in the hierarchy therefore make sure you understand the consequences of changing the structure of an organization s hierarchy To add a new organization to the hierarchy 1 Right click the organization and select Open The content pane displays the organization record 2 Click the Hierarchy tab 3 Click the Add button and select Add New The New Organization window opens 4 Type the organization name in the field 5 Click the State drop down menu and select the Service Marketing or Sales check box Creating and editing organization hierarchies 169 To complete any other organization fields type information in the field or make a selec tion from the drop down menu To add information to any of the new organization s record tabs click the tab and make your edits Click the OK button to close the New Organization window and add the organization to the
129. answer status indicates that the answer has been proposed by a staff member from an inci dent Answers with a Proposed status are not visi ble to customers See Answer status Provide Feedback A link on the Support Home page that customers can click to submit feedback about an organization s web site cus tomer service or product satisfaction Public One of the default answer statuses and status types Answers marked Public may be visible to customers depending on their access level and language See Answer status and Answer status type 263 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 tThe specified
130. ar when adding or edit ing a contact record and on the My Stuff page Contact list A static or fixed group of contacts that is used to choose the contacts who receive a broadcast mailing or survey Contacts can be added to lists Contact role An option for classifying contacts by their roles in opportunities Contact type An option for classifying contacts by types such as job positions or decision making roles Contact Upload An interactive utility used for importing contact records into the RightNow data base Contact upload template A saved format 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 for creating content that can be used in mailings web pages and surveys Content includes documents tracked links files templates and snippets Content pane The area on the right side of the RightNow Console where staff members work with items selected from the navigation pane This includes administration items reports individual records and explorers Content pane tabs A way for staff members to switch between the items currently open on the RightNow Console Content pane tabs display at the top of the content pane Staff members can click a tab to return to a report or item or right click a tab and select from Open in New Window Close Close All But This and Close All Context sensitive answers
131. ase no matter what navi gation list is displayed or what is open on the con tent pane RightNow contains a number of default Quick Search reports and other reports can be added to the Quick Search button in navigation sets Quota The revenue goal assigned to a sales rep resentative during a specified time period such as month or quarter Quote A formal price assigned to a sales product for a particular customer during a sales period Quotes also include any discounts applied as well as the valid dates for the quote Quote template A template defined for a spe cific type of sales quote Quote templates are used when generating a quote for an opportunity See also Quote Record pool The memory space used to tempo rarily store all records loaded in a single desktop workflow session Record tabs All the tabs associated with the open record on the content pane Each tab con tains fields and options for adding and updating record information Regular expression A combination of opera tors and character strings used to define a search field or a condition statement in a business rule Reject One of the default opportunity statuses and status types A lead with the Reject status has been rejected by a staff member Related answers A feature that assists custom ers in finding answers to questions related to the current session history Related answers appear on the bottom of the Answer page and are sorted by
132. ask s assigned staff member contact or organization to the equivalent value in a record associated with the task Task status A method of tracking a task s state The default task statuses are Not Started In Progress Completed Waiting and Deferred Techmail A scheduled utility that retrieves mail from specified POP3 mailboxes RightNow 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 Territory A specific geographical sales region configured in RightNow Sales Sales representa tives can be assigned specific territories for oppor tunity assignment Up to twelve levels of territories can be defined Test message A mailing message that can be sent to small cross sections of an audience to test a response before launching a final message Text explanation A text field that can be asso ciated with a response in a guided assistance guide The text explanation is displayed after an agent selects the associated response from a question in the guide See Guided assistance Text field A customizable field conta
133. ayed on the right Chapter 3 Displaying shortcut keys on the ribbon 69 3 To add a button to the Quick Access toolbar select the button in the left column and click the Add button 4 To remove a button from the Quick Access toolbar select the button in the right column and click the Remove button 5 To display additional buttons you can add to the Quick Access toolbar click the Choose Commands From drop down menu and select an option from the list of groups The but tons that appear in that group are displayed in the left column The Community Links and Help options and the RightNow CRM Options and Exit RightNow CRM buttons appear in the File option 6 To move the Quick Access toolbar from next to the Application button to below the rib bon select the Place Quick Access Toolbar Below the Ribbon check box 7 Click the OK button to save your changes and close the Customize Quick Access Toolbar window Displaying shortcut keys on the ribbon RightNow contains shortcut keys for all ribbon buttons so you can type a key combination to perform an action rather than clicking a button on the ribbon To display shortcut keys on the ribbon 1 While editing a record or working in an explorer press Alt plus the first letter of the rib bon tab that you want to display shortcut keys for For example press Alt h to display the shortcut keys on the Home tab of the ribbon R Dua KG 061208 000007 global_92_ cfm RightNo
134. back programs into a single enterprise feedback management solution that supports your organization s complete feed back strategy Surveys can target diverse internal and external audiences for broad purposes such as improving business processes ensuring quality compliance improving customer and employee satisfaction and mote The key to any organization s long term success is knowing what customers expect today and will demand tomorrow Using our flexible and robust survey functionality you can capture and measure feedback across all touch points in real time and take immediate action on that feedback About this manual 9 RightNow Sales RightNow s sales automation solution enables sales teams to capitalize on every opportunity to maximize sales performance and provide a superior customer or prospect experience RightNow Sales provides comprehensive tools to quickly and effectively manage opportuni ties contacts leads and tasks optimize analysis of opportunities and deal pipelines analyze and track performance of individuals and teams and automate quote generation Seamlessly integrated with RightNow Service RightNow Marketing RightNow Analytics and RightNow Feedback RightNow Sales can assist your organization in building sustain able long term relationships with customers by understanding their needs and ensuring that those needs are met before during and after the sale RightNow Analytics To deliver a great
135. ble directories Part of file name or Type all or part of the file name in this field extension Note This field uses an implicit wildcard at the end of the entry RIGHT NOW 108 Common Functionality Chapter 3 Table 23 File Search Window Description Continued Field Description Filters To select a filtering option for narrowing the search clear the check box for All Files which is selected by default Documents doc xls Select this check box to search for document files pdf txt Audio mp3 wav Select this check box to search for audio files wma Images jpg bmp Select this check box to search for graphics files gif All Files C9 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 6 To attach additional files to the record press Ctrl while selecting the files 7 Click the Add Files button to upload the selected file attach it to the record and close the File Search window Viewing attachment properties You can view properties for file attachments You can also add file information and designate whether to index the file for answer file attachments To view attachment properties 1 Selecta file attachment from the list and click the Properties button on the Attachments tab toolbar Figure 47 display
136. bon Important If the language of an incident is different from the language of the interface from which the incident response is created the spell checker uses the dictio nary that is associated with the language specified in the incident s Language field If this value is changed during an edit of the incident the dictionary for the newly selected language is used to check the spelling In addition if an incident is being edited on an interface that supports spell checking but the incident has a language that does not support spell checking then the Spell Check button will be disabled This section describes all spell check methods Inline spell checking If your RightNow administrator has configured inline spell checking for fields on the work spaces you use any text you type in those fields will be checked in real time RightNow auto matically corrects any misspelled words you have added to your dictionary as well as any misspelling that has only one alternate spelling suggestion The spell checker identifies mis spelled words by underlining them with a wavy red line Note Words added during a spell check session are saved to your local dictionary Future spell checking is performed using the user dictionary on the server as well as the local dictionary on your workstation Inline spell checking can occur when you type information on the incident thread on the Notes tab for contacts organizations and opportunities and in surv
137. by the prod uct Links Select Links and choose from the following options Interfaces Select this option to access any of the interfaces defined for your application and their associated RightNow Console and customer portal The link for the customer portal is called End user Addi tional links defined by your RightNow administrator may also be listed Office Integration Choose from the following options e Install Outlook Integration Select this option to install Outlook Email Sync Outlook Contact Sync and Outlook Task Sync Install Incident Reference Number Smart Tag Select this option to install the RightNow SmartTag which enables you to open an incident in RightNow from an email message in Microsoft Outlook Note Outlook integration must be enabled for these options to be available See Chapter 9 Outlook Integration on page 213 RIGHT NOW 22 Chapter 2 Getting Started Section and Option Customer Portal Table 1 Application Menu Description Continued Description Choose from the following options e Site Administration Select this option to view WebDAV logs and set a cookie for viewing development or produc tion pages From this option you can also access informa tion about RightNow widgets including default code and editable attributes and view page and database informa tion e Install Adobe Dreamweaver Extension Select this option to install the Adobe Dre
138. centage 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 RIGHT NOW 268 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 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 answet s score is deter mined by its solved count and any display position that was set when the answer was added or updated Score also refers to the relative weight assigned to each choice in a choice question for sutveys Score values can be used for survey calcu lations to trigger rules or campaign actions based on a contact s answers and also for reporting pur poses Screen pop See CTI screen pop and Third party screen pop Script aA control that can be added to a
139. cently opened and the Quick Search menu which allows you to search for any record or item in the knowledge base All of the navigation buttons in your navigation set display on the bottom of the navigation pane The navigation pane in Figure 4 shows the Incidents navigation list displayed by clicking the Incidents button Navigation list Navigation buttons Incidents Incident Items J Incident Activity lt Q Incident Creation Rate Incident Performance ee Incidents Created By Source Email Operations Dashboard 9 Site Administration Dashboard F incidents default Customize List Recent Items 8 What is airtime 2 051001 000006 051003 000041 Registration survey 051003 000029 Quick Search Answer Quick Search Customize List fF Communication Center Recent Items list _ Quick Search menu Figure 4 Navigation Pane Organization Each record type and component accessed through a corresponding button on the bottom of the navigation pane has a unique list of items in its navigation list Navigation lists are organized in a tree and can contain any of the following items e Folders Folders can be used to organize reports dashboards and other items in a navigation list e Reports Reports include records reports answers contacts incidents opportunities organizations or tasks standard reports and custom reports
140. ch record in the table Primary keys are often the target of a foreign key in a different table See also Foreign key Priority A ranking that defines the order in which RightNow Service pulls incidents from mul tiple queues The priority ranking also identifies which queues agents can retrieve incidents from Private One of two default answer status types Answers marked Private are never visible to cus 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 holder s associated public key Privileged access answers Answers that are assigned a custom access level for viewing by cer tain contacts and organizations assigned to the appropriate service level agreement See SLA Product An option for grouping answers and incidents that allows more precise organization in the knowledge base Staff members can classify answers and incidents by product and up to five additional levels of sub products allowing more refined searching by customers and staff members See also Category Product catalog The list for organizing sales products Product linking An option for linking products to categories and products to dispositions so that category and disposition choices are narrowed to only those ass
141. chment under Append to Con tact the email attachment will appear on the Attachments tab when the contact is opened in RightNow You can also drag Outlook attachments to the Attach ments tab of existing records in RightNow To append Outlook email to a record in RightNow 1 From Outlook select or open the email you want to append to a record in RightNow Tip Only one email can be synchronized at a time Multi selecting email will disable the Sync Email button 2 If you selected the email in a list of messages click the Sync Email button on the Outlook toolbar Or If you have a new or existing email message open click the Add Ins tab and then click the Send Sync Email button The Sync Email window opens Chapter 9 Using email integration 229 Sync Email The list below shows all related records to the recipients of this email message Check each item to which you would like to attach this email 3 6 Items associated with betsy laramie barca example com _ 8 Append to Contact Betsy Laramie ones Append to Organization Barca Sporting Goods S 48 Opportunities Oda Append to Opportunity Willson Avenue Figure 116 Sync Email Window 3 Select the appropriate check boxes associated with the addresses in the email For exam ple if you select all check boxes the same email will be added to the individual Notes tabs of the contact and organization records as well as all se
142. ck box to display the server time in the status bar of Status Bar the RightNow Console Selecting this check box enables you to select the Display Time Zone check box Display Time Zone Select this check box to display the time zone next to the server time in the status bar Note You must select the server time check box in order for the time zone option to be available Changing your password 41 Table 5 Personal Settings Description Continued Field Button Application Behavior Description The option in this section allows you to disable the message that displays when you log out of RightNow Automatically Sign Out when Last Console is Select this check box to prevent the Exit message from displaying when you close the last console or click the Exit RightNow CRM Closed button on the application menu Note This is a global setting stored on your workstation and applies to all interfaces for which you have access Local Data The options in this section allow you to reset your local settings and refresh your local cache Reset Local Settings Select this check box to reset local settings to the defaults You must log out and log back in to restore default settings Rebuild Local Data Cache Select this check box to remove your local cache entries and request current copies from the server Refer to the RzghtNow Administrator Manual Note Contact your RightNow administrator before rebuilding yo
143. cking the spelling attaching files including browsing and searching for files to attach and working with multiple records Assigning records Sometimes you might need to assign a record to another staff member For example a task might have been incorrectly assigned to you or you need a colleague to complete part of an incident before you can respond to a customer Or maybe you are creating contact and orga nization records and need to assign a salesperson to the account based on their location This section shows you how to assign a record both from a report and from the record itself Note The staff member you assign the record to will receive a notification Refer to Chapter 7 Notifications on page 193 RIGHT NOW 96 Common Functionality To assign a record trom a report 1 With a report displayed on the content pane and a record selected in the report click the Assign button on the ribbon The Assign Record window opens to display a list of staff members who can be assigned the record The list shows only those staff members who have permission in their profile to work on that type of record Or Right click the record in the report and select Assign or Assign gt Type of record To expand a group in the list and display the names below it click the plus sign next to the group of manager name Select the staff member you want to assign the record to and click the OK button When you open the record th
144. cords Also included in this section are procedures for customizing the Quick Access toolbar and information about minimizing the ribbon Refer to page 66 e Searching for records Describes the various methods of searching for records This section contains the procedure to search for a record from a report and a description of special characters that can be used when searching It also includes the procedure to use Quick Search as well as a description of RightNow s predefined Quick Search reports Procedures to search for contacts organizations and tasks from open records are also described in this section Refer to page 70 e Working with records Contains information about standard workspaces and audit logs and pro cedures for opening forwarding copying and printing records Refer to page 83 e Updating records Contains procedures to assign and flag records check spelling attach files to records browse and search for file attachments and update multiple records Also included in this section is a discussion about the different spell check options Refer to page 95 e Creating and using work groups Contains a discussion about how work groups can be used and the procedure to create a work group Refer to page 115 e Adding Outlook appointments Contains the procedure to add an Outlook appointment from a record in RightNow and describes what information is transferred to the appointment for each type of record Refer to page 121
145. cts 3 Opportunities Tasks 0 Incidents Hierarchy Attachments Audit Log Add gt Open fy Print Ly Copy x Remove Options v Full Name Email Address Organization Name Office Phone Title Brandi Frost brandi frost example com Saclecurate USA 555 555 5555 No Yalue Neil Lejeune neil lejeune example com Saclecurate USA 555 555 5555 No Yalue Trevor Cortez trevor cortez example com Saclecurate USA 555 555 5555 Owner Figure 72 Viewing Contacts for an Organization Opportunities tab You can see all opportunities associated with an organization when you click the Opportuni ties tab on the open organization The tab contains the number of opportunities associated with the organization in parentheses next to the tab name For each opportunity the tab dis plays the opportunity name the staff person it is assigned to status stage the sales represen tative forecast the manager forecast and the date it was last updated You can open copy delete print forward and reject an opportunity from the Opportunities tab p Contacts 3 Opportunities 2 Notes Tasks 6 Incidents Hierarchy Attachments Audit Log Add New gt Open fh Print Ly Copy Delete Reject C2 Forward 3 Options Opportunity Name Assigned Status Stage Rep Forecast Manager Yalue Date Updated Action Phone opportunity Edward Lang Active 3 Definition 110 000 00 04 06 2009 02 54PM Open Delete Print Large renewal opportunity
146. custom workspace to help staff members enter record information in a logical order Scripts can contain multiple pages with fields and other controls as well as branching logic to guide staff members to different pages based on actions they take on a script page Search and selection criteria The run time selectable filters and sorting options that can be defined when searching for a particular record See also Run time selectable filter Search index A matrix that includes a list of important words within a document and their doc ument of origin allowing efficient searching In some cases the matrix is a database table in other instances the matrix is a file stored on a hard drive For a word or phrase to be searchable within an incident answer file attachment or external docu ment it must first be indexed Secure email Incoming and outgoing email that has authenticity the sender is who it appears to be integrity content has not changed during transmission and privacy only the intended recipient can read it Seeding The initial set of answers in the knowl edge base Segment The criteria for creating dynamic lists of contacts based on user defined filters Multiple filters can be created and logical expressions can be used to create the exact data set needed to target contacts Once a segment is created it can be used in broadcast mailings and surveys and the group of contacts will be constantly adjust
147. d Click the Yes button to cancel the spell checking and save the record Note Your RightNow administrator may have disabled your ability to cancel an auto matic spell check Attaching files to records Chapter 3 You can attach files to records answers contacts incidents opportunities organizations and tasks as well as campaigns surveys mailings and documents The Attachments tab lets you add files that may not fit neatly into a record For example you might want to attach a file that contains graphic elements to an incident The Attachments tab contains an attachments report which is a list of all files attached to the record For each attached file the report con tains the file name size dates the file was created and updated and a description of the file Note When one or more files are attached to a record the Attachments tab displays a paper clip icon All file attachments are listed in the attachments report on the Attachments tab which is shown in Figure 44 on page 104 However the attachments report does not tell you when the attachment was added For example different incident threads may indicate that an attach ment was added but unless the file name is specified you may not be able to tell which Attaching files to records 103 attachment the thread is referring to by looking at the Attachments tab To help you identify when the attachment was added an Attachments indicator is added to the incident or no
148. d 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 On Break One of the default chat agent sta tuses This status indicates that the agent is on break and is not available to chat The On Break chat agent status has an Unavailable status type Online mode The mode in which RightNow Sales functions when an Internet connection is present In online mode RightNow Sales commu nicates with the online remote database Operating system The program that after being initially loaded onto the computer by a boot strap program manages all other programs in a computer UNIX Windows VMS OS 2 and AIX are all examples of operating systems Operator A symbol or word that represents a mathematical or logical action that can be applied to a condition or value Opportunity Information about a specific sale or a pending deal that is tracked and maintained in the knowledge base Opportunity custom field A field for gathering and displaying additional information about op
149. d closed in a single operation When you open an incident or any type of record and then open other records associated with the ini tial incident and dock them to the console you create a work group If you then open a sec ond record the first incident s work group is displayed as a single content pane tab having multiple records The following procedure is an example of creating an incident work group Keep in mind that you can open any record for the incident not just the ones identified in this procedure Also keep in mind that the steps are the same for creating other types of work groups To create an incident work group 1 Right click an incident in an incidents report and select Open gt Incident The content pane displays the incident 2 Click the Contacts tab 3 Right click a contact and select Open The contact opens on a separate window Creating and using work groups 117 CS Dd He Brandi Frost global_95_cfm RightNow CRM m gt X Home LZ Ny et Print A amp e0 OA e aO lt Li Copy OK Cancel New Refresh Appointment Reset Spell Links Info s J Delete Password Check X A Editor Actions Proofing Links and Info First Name Brandi 7 State Service Sales Last Name Frost Organization Saclecurate USA Dock to Email z brandi frost example com Salesperson No Value Console button Office Phone m 555 555 5555 Title Address 555 Main Street Login
150. d the RouteMAP viewer A link to download the RoutMAP viewer is provided on the download page 4 Click the Back button to return to the Map and Driving Directions window Chapter 5 Accessing maps and driving directions 175 To email driving directions 1 From the Location Map window click E Mail g sa Location Map 5X Email directions Your Email address Recipient s Email Address Subject of Email Driving Directions From Generic Locator Site Include a Note Send Back Figure 85 Email Directions Window 2 Enter field information described in Table 33 Table 33 Email Driving Directions Window Description Field Button Your Email Address Description Type your email address in this field Recipient s Email Address Type the email address of the person you are sending the driving directions to To send to multiple email addresses separate each entry with a semicolon Subject of Email Type the subject line for the email in this field Note The default text for this field is Driving Directions From Generic Locator Site You can modify this text Include a Note Type notes in this field The notes will be included in the email 3 Click the Send button to email the driving directions To print driving directions 1 In the directions at the bottom of the Location Map window click the drop down menu and select Text Only for text directions or Te
151. dents 0 Surveys 0 Marketing Activity 0 Attachments Audit Log Add New a Open X Delete is Reject 3 Options v Opportunity Name Assigned Status Stage Rep Forecast Manager Value Date Updated Action Phone orders January 2009 Faith Carson Active 5 Approved 20 000 00 18 000 00 No Value Open Delete Phone orders February 2009 Faith Carson Active 4 Negotiating 25 000 00 23 000 00 No Value Open Delete Phone orders March 2009 Faith Carson Active 4 Negotiating 30 000 00 28 000 00 No Value Open Delete Figure 64 Viewing Opportunities for a Contact RIGHT NOW 144 Contacts Chapter 4 Notes tab You can view the notes associated with a contact by clicking the Notes tab Notes can be viewed and selected by contact or organization and sorted by date Remember that customers never see the notes added by staff members Opportunities 3 Notes Tasks 20 Incidents 1 Surveys 0 Marketing Activity 9 L Attachments Audit Log add View Contact Notes v Sort Date Descending 7 Contact Note Ey Edit Delete Faith Carson 10 05 2007 08 21 AM Added org chart attachment on September 30 Figure 65 Viewing Notes for a Contact Tasks tab To view the tasks associated with a contact click the Tasks tab The tab contains the number of tasks associated with the contact in parentheses next to the tab name For each task the tab displays the task name due date completi
152. dered the logical operator meaning must include 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 unrecog nized 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 unrecog nized Allowed only at the end of a word or number It will act as a word separator 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 Otherwise the angle brackets are treated as punctuation g p 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
153. ds includes a flag that allows you to define the record s pri ority and type a message regarding the record When other staff members open the record the flag and text you added appear on the record To add a flag to a record 1 Click the area next to the white flag at the top of the content pane A menu displays options for selecting the importance of the flag and editing text in the banner 2 To change the importance of the flag from No Importance select red High blue Medium or green Low 3 To add text to the flag select Edit Flag Text and type text in the Edit Flag window that opens Click the OK button to close the Edit Flag window Spell checking RightNow uses three methods of spell checking The first is an inline spell checker that auto matically identifies misspelled words on various tabs and fields as you type The second method is manual and checks any fields for which the spell check property has been selected The third method automatically checks your spelling when you save the record RIGHT NOW 98 Common Functionality Chapter 3 The spell checking methods in use depend on the selections your RightNow administrator used to configure the workspaces for adding and editing records On any workspace it is pos sible that none of the fields have spell check enabled that some fields are spell checked auto matically or that fields are spell checked only when you click the Spell Check button on the rib
154. dures assume a contacts report is displayed on the content pane Tip If you want to delete a contact but do not want to delete the incidents and opportunities associated with that contact you can specify different contacts for the incidents and opportunities before you delete the original contact Refer to Reassociating incidents with a different contact on page 148 or Reassociating opportunities with a different contact on page 149 for the procedures to change the contact for a record Working with contact records 147 To edit a contact 1 2 3 Right click the contact and select Open gt Contact The contact record opens Make the necessary changes to any field on any tab Click the Save and Close button to save the changes to the contact To set a contact role 1 2 Open an opportunities report Right click an opportunity and select Open gt Opportunity Click the Contacts tab Right click the contact and select Set Contact Role The Set Contact Role window opens Click the Contact Role drop down menu and select a contact role for the opportunity s contact Click the OK button to close the Set Contact Role window Click the Save and Close button to save the contact s role for the opportunity Note The contact s role may be different for different opportunities which is why it is set from the opportunity not from the contact For example a contact might serve as a decision maker in one opport
155. e Marketing State or Sales State check boxes in the drop down menu 5 Click the Search button The list of organizations that match the search criteria appears eg Organization Search x Organization Name State g All vi L Name Action Servaine Corp Print Silverstein Financials Print Springville Dental Insurance rint Stainless Chemicals rint Symmetry Print Recent Orgs Name 7 Ratoplex Inc New Organization Figure 63 Organization Search Results 6 Select the organization you want to associate the contact with and click the Select button The Organization Search window closes and the organization appears in the contact record Or If the organization does not appear in the list click the New Organization button to open the New Organization window and complete the fields The search term you typed in the Organization Name field on the search window appears in the Organization Name field on the New Organization window For information about adding an organization refer to Adding organizations on page 157 7 Click the Save and Close button to save the contact and organization RIGHT NOW 142 Contacts Associating contacts with incidents When you work on an incident in RightNow Service and add a new or existing contact to the incident that contact incident association is automatically created when you save the incident A contact incident association is also created when you add
156. e in which unresolved incidents are automatically assigned to agents in a rotating fashion RPA responses per assignment A statistic that calculates the average number of times a staff member or group responded to each incident Rule See Business rule Rule base All rules states functions and vati ables associated with a particular object class answers contacts incidents chat sessions oppor tunities organizations targets and tasks in busi ness rules Rule log A feature for viewing the rule or rules that have fired against a specific answer contact incident opportunity organization or task See also Business rules Rule state A container for business rules Every rule base must contain an initial state and states can be added to handle all stages of object process ing Rules in the initial state can transition objects to other states in the rule base See also Initial state Rules engine 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
157. e 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 searchable as a result Pronouns articles and adverbs are common stopwords Strategy A sales plan defined by an organization that includes stages and associated tasks that must be 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 271 Style All of the specifications that can be defined for presenting graphical and tabular data in a repott including fonts colors and borders Suggested answers The list of answers from the knowledge base that is 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
158. e functions accessing incidents and opportunities and creating incidents and opportunities from the Communications Center Home Refer to page 206 e Click to Dial Contains the procedure for one click dialing from a contact record Refer to page 210 RIGHT NOW 200 CTI Getting started Once CTI is enabled and your staff account includes CTI permissions you can log in as a RightNow CTI agent from the Live Media bar on the RightNow Console as shown in Figure 99 The CTI toolbar appears on the content pane regardless of which navigation list is selected or what is displayed on the content pane Live Media Bar I 1 a i global_95_cfm RightNow CRM all aa o S R 1 Home i L I I L L Communication Center Live Media Bar Communication Center items 2 dete ii 7 p kus 000 5 painiaiwnie oe ogged Out No Call Dial Answer Hangup Hold Retrieve Consult Transfer Conference Customize List Recent Items zx Quick Search z Incident Search ty Reference fad Home F D Analytics 8 Contacts y Answers A SERR Logged in as Edward Lang Ronline 100 y m Figure 99 Live Media Bar on the RightNow Console To log in to CTI 1 Click the Login CTI button on the Live Media bar Note If Expert Agent Selection is enabled you will be prompted for your phone num ber 2 Click the agent mode drop down menu and select Available 3 Click the Communication
159. e level agreements RightNow Chat and RightNow Wireless RightNow Service User Manual Contains procedures for customer service agents work ing in RightNow Service This manual addresses incidents answers RightNow Chat cloud monitoring Offer Advisor incident archiving and RightNow Wireless RightNow Customer Portal Manual Contains a description of the RightNow Customer Portal and the framework used to create and customize pages templates and widgets In depth descriptions of all customer portal elements are also included as well as procedures for creating editing and deploying the RightNow Customer Portal RightNow Marketing User Manual Contains procedures for staff members working with RightNow Marketing This manual addresses Marketing explorers audiences the con tent library mailings and campaigns RightNow Sales Administrator and User Manual Contains procedures for the RightNow administrator and all staff members working with RightNow Sales Procedures for the RightNow administrator include adding sales process options and quote templates and configuring disconnected access Procedures for sales staff members include working with Opportunities quotes and disconnected access RightNow Feedback User Manual Contains procedures for all staff members working with RightNow Feedback This manual addresses Feedback explorers audiences the content library questions and surveys RightNow August 09 documentation 1
160. e notifications in RightNow Send Email Notification Select this check box if you want an email sent to your email client your default email application external to RightNow when you receive a notification while you are not logged in to RightNow An email will be sent to your email client the first time a notification is delivered while you are logged out Subsequent notifications will not generate an email until you log in and out of the system Note This check box is disabled if you do not have an email address specified in your staff account In addition you must select this check box in order to select the Send Detailed Email Notifica tion and Notify Always check boxes Send Detailed Email Notification Select this check box if you want an email containing detailed information sent to your email client your default email applica tion external to RightNow when you receive a notification while you ate not logged in to RightNow An email will be sent to your email client the first time a notification is delivered while you are logged out Subsequent notifications will not generate an email until you log in and out of the system Notify Always Select this check box if you want to recetve an email for every event that triggers a notification even if you are logged in to RightNow RIGHT NOW 40 Getting Started Chapter 2 Table 5 Personal Settings Description Continued Field Button Display Toast
161. e staff member you selected will appear in the Assigned field for answers incidents opportunities and tasks or the Salesperson field for contacts and organizations To assign an open record 1 Chapter 3 For an answer incident opportunity or task click the Assigned field drop down menu Or For a contact or organization click the Salesperson field drop down menu To expand a group in the list and display the names below it click the plus sign next to the group of manager name To find a name in the list when the Find field is present at the bottom of the drop down menu as it is for answers incidents and opportunities type the first letters of the staff member s first name The first name that matches your search criteria is highlighted in the list Marketing Barbara Thomas p No Value Administration iH Executive Marketing Lionel Peterson pe Lucy Bauer i i Matthew Gold i Joe Warner ci Customer service E Sales Figure 40 Assigned Fields Drop Down Menu with Find Field Flagging records 97 a To select the highlighted name press the Enter key b To find the next name that matches in the list click the down arrow next to the Find field c To find a previous matching name click the up arrow 4 Select a staff member or group from the list of names that appears The menu closes and your selection appears in the field Flagging records The standard workspace for recor
162. e task The tab displays the file name size date created date updated and a descrip tion for each attachment For information about attaching files to a task refer to Attaching files to records on page 102 Attachments Audit Log Add Files lid Open Download Properties 3X Delete 3 Options v Name Size Created Updated Description Action Follow_up_notes docx 9 76KB 12 17 2008 02 54 PM 12 17 2008 02 54 PM Open Download Delete Figure 93 Task Attachments Tab e Audit Log tab The Audit Log tab lets you view the actions taken on the task includ ing when it was created who created it when it was updated and a description Refer to Audit logs on page 93 3 Options v When Who What Description 12 17 2008 01 54PM Faith Carson Created From Task Editor 12 17 2008 01 54 PM Faith Carson Assigned To Faith Carson Figure 94 Task Audit Log Tab Updating tasks When working in RightNow you may sometimes need to edit or delete a task Deleting a task removes it permanently from the knowledge base When you delete answers campaigns con tacts documents incidents mailings opportunities organizations or surveys that have asso ciated tasks any tasks associated with the records are also deleted The type of record that a task is associated with is determined by the value of the Task Type field The following procedures assume a tasks report is displayed on the content pane
163. e that represents the content of a block of quoted text This value is sent within the block quote tags of the email mes sage and is used to determine if text has been added to the original message See also Block quotes and Techmail Choice question A question type that allows customers to choose their answer from a menu radio button check box or list Click Once installer A utility used to install the RightNow Smart Client on staff members work stations See also MSI and RightNow Smart Client Client The interface that displays on a cus tomer s computer when submitting a request to chat with a RightNow Chat agent Clone To create an exact copy of an existing interface Closed One of the default opportunity statuses and status types An opportunity with the Closed status has resulted in a sale Clustering An automatic process that groups the knowledge base into clusters of related answers and labels each cluster group with keywords that define those answers See also Data mining Co browse A feature in RightNow Chat that enables agents to guide customers through web pages using the mouse pointer to demonstrate actions See RightNow Chat RIGHT NOW 248 Color scheme A collection of colors that can be applied to chart styles Multiple colors can be defined and combined into one color scheme Charts that use the same scheme use the same set of colors Comparison petiod A rep
164. e with the organization Figure 81 Adding an Existing Organization with Subsidiaries a To move only some of the selected organization s subsidiaries to the organization hier atchy clear the check boxes for those you do not want to move b Click the OK button to close the window and move the organization and selected sub sidiaries to the hierarchy c To view the full organization hierarchy right click any organization within the hierarchy and select Expand All 6 Click the Save and Close button to save your changes to the organization hierarchy Editing organization hierarchies On the Hierarchy tab you can add a new or existing organization open or print an organiza tion remove an organization from the hierarchy find an organization in the hierarchy and refresh to restore the hierarchy to its previously saved state and discard your edits Table 32 describes the buttons on the Hierarchy tab toolbar Table 32 Hierarchy Tab Toolbar Description Button Description Click this button and select one of the following options Chapter 5 Accessing maps and driving directions 171 Table 32 Hierarchy Tab Toolbar Description Continued Button Description Add New Select this option to open the New Organization window and add an organization to the hierarchy Add Existing Select this option to open the Organization Search window and add an existing organization to the hierarchy Click this b
165. e words with mixed case e g RightNow Ignore domain names e g xyz com Report doubled words e g the the Case sensitive Phonetic Suggestions English only Typographical suggestions Suggest split words Ignore HTML markups Suggestions Fast but less accurate Moderately fast and accurate Slow but accurate Figure 42 Selecting Spelling Options RIGHT NOW 102 Common Functionality 3 Select any spelling options you want used during the spell check and clear any you do not want used Note You must select either Phonetic Suggestions or Typographical Suggestions or both in order for the spell checker to return suggestions for misspelled words 4 Select an option to specify speed and accuracy of the spell check 5 Click the OK button to save your changes and close the RightNow Spell Checker Options window Automatic spell checking Your RightNow administrator may have configured your workspace to automatically check spelling when you save a record If this applies to your workspace and no spelling errors are found you will not see any evidence of the spell checking process when you save the record If the record contains misspellings the RightNow Spell Checker window opens and you can make corrections as described in Manual spell checking on page 99 If you click the Cancel button to stop checking the record s spelling a message notifies you and asks if you still want to save the recor
166. earch criteria the Incident field is automati cally populated a Vv z New Task Name Follow Up Opportunity Assigned gf Faith Carson Organization LS Status Not Started Contact Percent Complete Incident 081216 000001 Priority No Value Answer Due Date No Value Campaign Planned Completion No Value Mailing Completed No Value Survey Q Q Q Q Q Q Q Q Q E aeaeabe Task Type Incidents Document Notes Figure 91 Associating a Task with an Incident 3 Right click in the Contact field and select Inherit The contact for the incident appears in the Contact field for the task and a lock icon appears where the Search button was 4 Right click in the Organization field and select Inherit The organization for the incident appears in the Organization field for the task and a lock icon appears where the Search button was Note If the incident does not have an organization the field is locked anyway If you later add an organization to the incident the task s organization field contains the same organization value as the incident RIGHT NOW 190 Tasks z New Task db Name Follow Up Opportunity Q Assigned a Faith Carson Organization a Status Not Started v Contact David Brown A Percent Complete Incident 081216 000001 Q Priority No Value i Answer Q Due Date No Value Campaign Q Planned Completion No Value
167. eb 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 Widget A collection of files that generates a spe cific function when it is placed on a page of the RightNow Customer Portal Widgets can be but tons fields reports or other elements that can access the RightNow database and communicate with other widgets through events or to the server through AJAX requests Win loss reason An option for classifying and recording reasons for winning or losing an oppor tunity Wltool A utility that is manually run after mak ing changes to one of the wordlist files See Wordlist file Word stemming A featu
168. ed and all unsaved work in the first session will be lost 4 If you have been assigned a password type it in the Password field Passwords are optional in RightNow 5 Select your site from the Site drop down menu This drop down menu will contain the URL you entered in step 1 URLs for any addi tional interfaces configured for your application will appear in the drop down menu as well 6 Click the Login button The RightNow Console opens after RightNow updates and loads all necessary support files The RightNow application icon now appears in your system tray RIGHT NOW 18 Getting Started Logged in as admin 10 000 Records Figure 2 RightNow Console Ry Online Application button Ribbon Content pane et lt d 1 s t GS Ancidents global_98_gdb RightNow CRM 7 e Home Display Page Setup 7 i U C x T F Print Delete Q V S gt AL Sort yl C Forward p Us Copy Forward Incident n i Rollups Fig Default Settings v I Open New z Search Refresh Reset Auto i Export vs H Assign 2 Email Contact Filter ay Slice x X S Definition v g Record Data Set Analyze Report Incidents incidents 4D Incident Items Reference Subject Assigned Account Contact ID E Incident Activity 051001 000006 How do I access my voicemail outside Barbara Runge i 244825 Incident Creation Rate 051001 000017 How do I change my ringtone Ba
169. ed and updated as they meet or fall outside of the segment s require ments Self learning knowledge base The automatic generation of self service content based on cus tomer interactions so that the most pertinent information is presented See also iknow and Knowledge base Sender ID A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization Sender ID differs from SPF authentication primarily by the compo nents of the email used to authenticate the mes sage Sender Policy Framework SPF A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization SPF differs from Sender ID authenti cation primarily by the components of the email used to authenticate the message Sending A mailing and survey status that indi cates the broadcast mailing or broadcast survey is currently being sent to contacts The system auto matically sets the status to Sending after the mail ing or 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 The end of a session generally occurs when a customer closes the browser or leaves the interface or when a specified time period elapses Session tracking A feature that tracks a cus tomer s current session history that is
170. edure is a table that describes the available search fields for each pre defined Quick Search report To search for an answer with Quick Search 1 Click the Quick Search drop down menu on the navigation pane and select Answer Quick Search Quick Search drop down menu Searching with Quick Search f 77 r cs Had KA Sarah Beckstein global_811_bab RightNow CRM x Home LPO x er Print Al A Oe amp Pycopy Y amp Save Save amp New Refresh Appointment Spell Links Info Close X Delete Check s Save Actions Proofing Links and Info Contacts EZ Sarah Beckstein ma Contact Items S Customer Dashboard Contact List L Contact Information Last Name Beckstein Organization Mountain Sprinas Inc Company Details Customer Satisfaction Dashboard Email sbeckstein mtnsprings example com C Salesperson Abby Parker amp Contact Search lt First Name Sarah State Service Marketing Sales lt Customize List Office Phone 2 650 555 1729 Title Recent Items Address 454 San Mateo St Login m 2 CSS arah Beckstein SLA See Organization fc 4 details A 080917 000001 gt 060103 000095 Contact Type No Value Global Opt in No Value me 080917 000000 Willson Avenue Annex Opportunities 1 Tasks 0 Incidents 1 Surveys 0 Marketi
171. elete them Figure 96 shows a desktop alert From Abby Parker Thanks for reviewing the draft of a my product literature incorporated some of the changes Figure 96 Desktop Alert If you have been sent a notification while you are logged in the desktop alert appears when the Notifications list is automatically refreshed the default refresh interval is fifteen minutes but your administrator may have changed that interval Alerts also appear if new notifications are available when you manually refresh the list Note If you do not want your system to display a desktop alert when you receive a notification you can disable alerts by clearing the Display Toast Notifications check box from your personal settings For information about personal settings refer to Changing your personal settings on page 38 Sending broadcast notifications 197 Sending broadcast notifications Your profile may give you permission to send notifications to other staff members If so you can select the recipients manually or send a notification to all logged in staff members To send a broadcast notification 1 Double click Notifications on the navigation pane 2 Click the New button to open the Send Notification window Send Notification T_T C Send to all logged in users Message Send Message Figure 97 Sending a Broadcast Notification 3 To send the notification to all staff members who are logged in
172. ems Items shown in Recent Items list io g Behavior Double Click to Open Items At Startup Open Nothing Default Navigation Item for current page Last Navigation Item opened in previous session Figure 13 Changing Navigation Pane Settings 3 Select options described in Table 8 Table 8 Navigation Pane Settings Description Field Button Navigation Set Order and Visibility Description This section contains a list of all the navigation buttons in your navigation set and the order in which they display on the naviga tion pane All buttons are selected by default Buttons List Chapter 2 Clear the check box next to any button that you do not want to appear on the navigation pane Changing navigation pane settings 47 Table 8 Navigation Pane Settings Description Continued Field Button Description After selecting a navigation button click this button to move the navigation button up one position in the list After selecting a navigation button click this button to move the navigation button down one position in the list Click this button to reset the order of the buttons that appear on the navigation pane to the order defined in your navigation set Reset Navigation Set to Profile Default Select this check box to remove all customizations you have made to your navigation lists and reset to your profile s default navigation set See Customizing navigation lists on
173. ent Items Bilina x Salesperson Faith Carson i Edit Login B Lisa Jones B Dax Aaron SLA Add Password B Carolyn Aaron B Kimberly Davis B Christopher Anderson PS Phone orders March 2009 Phone orders February 2009 Phone orders January 2009 B Caroline Aaron v aseena Logged in as Faith Carson RJ online 100 W D Contacts 0 Opportunities 0 Tasks 0 Incidents 0 Add X bet Print opy Remove Email 3 Options Full Name Email Address Organization Name Office Phone Title Action There are no items to show in this view Figure 70 Standard Organization Workspace Your organization may use the 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 organizations whether it is the standard workspace or a customized workspace This chapter uses the standard workspace to describe how you work with organi zations but keep in mind that the workspace your profile uses might display a different com bination of fields or display them in different locations Chapter 5 Standard workspace for organizations 155 Table 30 describes the buttons on the ribbon of the standard organization workspace Table 30 Standard Organization Workspace Ribbon Description Group Button Desctiption Save Save Click this button to save the changes you have made to t
174. ent answer A type of answer that appears as a file attachment File link A clickable link to a file attachment that is inserted in a snippet or a document RIGHT NOW 254 File Manager The interface used to modify files for RightNow products The File Manager is avail able in Basic and Expanded versions Administra tors can modify files used to customize a site s email messages Chat images word lists and dic tionary files See also Basic File Manager and Expanded File Manager Final message A mailing format used to send the mailing as final In broadcast mailings final messages are sent to all audience members who have not yet received a test message Find Answers A link on the Support Home page that opens the Find Answers page where cus tomers can view answers and search the knowl edge base Customers can view individual answers or search the knowledge base using selection crite ria to narrow their search If enabled customers can also use the Web Indexer to search answers documents and web sites See also Web Indexer First due A queuing pull policy that uses the incident due date or longest wait to determine which incidents or chats to retrieve from the queue Fixed filter A component of RightNow Analytics and RightNow Marketing and RightNow Feedback segments used to define the data set available in the report or segment Fixed filters are statements constructed from expressions func
175. ent pane identify all the items currently open Click a tab to return to that item or right click a tab and select from the fol lowing options Open in New Window Close Close All But This and Close All You can change the default content pane display to split screen or pop the content pane in a new window You can also change the placement of the content pane tabs and change how information displays in records To change the way information displays on the content pane 1 Click the Application button and then click the RightNow CRM Options button on the bottom of the application menu 2 Select View Options to display the view options settings on the right RIGHT NOW 44 Getting Started RightNow CRM Options ee a Change View Options for RightNow CRM Password as ee Navigation Pane Full Screen Split Window Communication Center Display Content Editors in Popup Windows Offline Settings Content Editors C Display Content Editors in Expanded Mode Content Pane Tab Alignment Top Bottom Figure 12 Changing View Options 3 Select from the options described in Table 7 Table 7 View Options Description Field Description Content Pane View Mode This section contains options for changing how information dis plays on the content pane Full Screen Leave the default Full Screen if you want the report or item to appear in full window display Split Window Select this radio button to
176. ents to Log Description Select which add in events you want to appear in the log file A check mark will display to the left of selected options Distribution Select this option to include distribution events in the log file Dis tribution events include the following e A new add in file was uploaded e A new version of an add in file was uploaded e An add in file was deleted from the Add In Manager Activation Select this option to include activation events in the log file Acti vation events include the following e A component was activated e A component was successfully initialized e A component failed to initialize e An exception occurred during activation or initialization Select this option to include usage events in the log file Usage events include the following e A processing event component was notified e The factory s CreateControl method was called e The Application button a ribbon button or a navigation item was clicked e An automation operation was invoked e A report was executed Component Generated Select this option to include custom component generated events in the log file Note The add in must be designed to write to the log file for this option to be effective Perform Operations on Add in Log Select from the following options to view and clear log files View Current Log File Select this option to open the current log file in a text editor
177. er 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 tasks mailings and campaigns maintained and presented by RightNow in a meaningful way knowledge base also refers to the interrelationships among the pieces of information 297 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 prepopulated knowledge base to the new language Language The language for a specific interface that determines in part what answers are visible for viewing by customers Launched A mailing and survey status that i
178. ersonal settings An option in RightNow that allows staff members to change settings in their staff account and certain settings that apply to the interface defaults in RightNow Settings defined in staff accounts that can be changed include default cutrency default country time zone and email notifications The staff account settings changed from the Personal Settings option will also be made to the corresponding settings in the staff account Pipeline Calculated revenue that has not yet been acquired but is forecasted to close in a speci fied time period RIGHT NOW 262 Preliminary screen pop tThe toast notification that displays when an incoming chat request or call in CTI computer telephony integration is received The preliminary screen pop displays as a two column table that allows agents to view infor mation about the chat request or call before accepting or declining the request Preparing to Send A mailing and survey status that indicates a broadcast mailing or broadcast sur vey is about to be sent Price schedule An option for creating various pricing levels that can be assigned to sales prod ucts Price schedules allow the same product to have different prices such as wholesale and retail prices Primary key A database table column that is indexed to enforce a unique constraint meaning that a given value cannot appear more than once in the column This column is used to uniquely iden tify ea
179. es and authenticate the identity of the holder of the certificate Channel The source of an incoming incident for example email Ask a Question chat session phone call fax or mail Channels are also used to indicate the source of information for incident notes on the accessibility interface and contact opportunity and organization notes Chart style A collection of display settings that can quickly be applied to charts used in reports Chart styles control most of the graphical configu ration of charts Chat agent status A method of tracking an agent s availability to chat The default chat agent statuses are Unrestricted Unqualified Unspeci fied In Meeting and On Break and custom sta tuses can be added Chat agent status type The status of an agent s availability to chat Default chat agent status types are Available Unavailable and Logged Out Chat session A real time two way dialog between a customer and one or more RightNow Chat agents See RightNow Chat Chat session queue A sequence of unassigned requests for chat sessions The default chat session queue is the RightNow Live Default Queue and custom queues can be added Requests are added to chat session queues automatically by business rules 247 Chat session routing A process of routing cus tomer requests for a chat to a specific queue based on rules in the Chat rule base See Chat session queue Checksum A calculated valu
180. es in the State drop down menu 5 To enter additional contact information complete any of the remaining fields on any of the record tabs 6 Click the OK button to close the window and add the contact to the organization Important Clicking the OK button on the New Contact window closes the window and saves the contact information in memory but the contact is not added to the knowledge base until you save the organization 7 To add more contacts to the organization repeats steps 2 through 6 8 Click the Save and Close button to save the organization with the newly added contacts To add existing contacts to an organization 1 Right click the organization you want to add contacts to and select Open On the standard organization workspace the organization opens with the Contacts tab on top 2 Click the Add button and select Add Existing The Contact Search window opens RIGHT NOW 162 Organizations 3 Type an entry in any of the available fields Contact Last Name Contact First Name Phone Email Postal Code or Organization You may enter the entire value or just the first few characters 4 Click the drop down menu for CRM State and select any or all of the following options Select All Service State Marketing State and Sales State 5 Click the Search button The contacts that match the search criteria are returned on the Contact Search window 6 Select the contact you want to associate with the organization
181. ess bar is updated with the path of the selected folder whenever you change folders Clicking the Back button or the Forward button will also update the path in the address bar Tip You can type just a few characters in the address bar and the system will present you with possible path completions Use the mouse or arrow key to select the path you want Then press Enter or click the Go button to change folders RIGHT NOW 64 Getting Started Chapter 2 65 3 Common Functionality RightNow is designed for efficiency One way it accomplishes this is by making procedures as similar as possible Once you know how to attach files to an incident for example you can use that knowledge to attach files to any kind of record This chapter walks you through pro cedures that are common to different types of records and items In this chapter you will gain an understanding of the ribbon and how to work with it You will learn different methods of searching for records And you will understand how to per form common functions such as opening forwarding copying printing assigning flagging and attaching files to records This chapter also covers standard workspaces audit logs spell checking work groups and Outlook appointments to help you improve your confidence and efficiency when working in RightNow In this chapter e Working with the ribbon Contains a description of the ribbon used for working with reports explorers and re
182. ete Print Complete Reconcile Order 04 16 2009 02 54 PM Colin Fletcher Open Delete Print Complete Partner Follow Up 04 16 2009 02 55 PM Brendan Foster Delete Print Complete Pipeline Call 04 16 2009 02 55 PM Brendan Foster pen Delete Print Complete Reconcile Order 04 16 2009 02 55 PM Colin Fletcher n Delete Print Complete Figure 75 Viewing Tasks for an Organization Viewing organization information 165 Incidents tab Clicking the Incidents tab on an organization displays all incidents associated with the organi zation The tab contains the number of incidents associated with the organization in paren theses next to the tab name For each incident the tab displays status response time resolution time source reference number and subject You can open copy delete print for ward and propose an incident as an answer from the Incidents tab Note If you click New to add an incident to the organization the new incident is pop ulated with the same contact information as the incident that is selected on the organization s Incidents tab If you change the incident s contact to one that is not associated with the organization the incident will not appear on the tab ia Contacts 3 Opportunities 2 Incidents 2 Hierarchy Attachments Audit Log Add New gt Open fe Print Ly Copy JK Delete 2 Forward 3 Options v Status Response Interval Resolution Interval Source Reference Subject Oh
183. evel of completion of a particular opportunity within a specific strategy Tasks can be defined within a stage and can be required to be completed before the opportunity can move to the next stage See Strategy and Task Standalone Configuration Editor A web page that allows access to the Configuration Editor without going through the RightNow Console Entry is made using a specific URL Standard reports The complete set of pre defined reports available in RightNow Standard reports can be copied and used to create custom reports 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 an agent during a chat session Also called standard response State A field that classifies how contacts and organizations were added and what actions have occurred since their creation The State field is automatically populated when a contact or organi zation record is added or updated staff members can also manually update the State field State field options include Service Sales Marketing and any combination of the three State also refers to the current stage of an object in rules processing See Rule state Status The current state of an answer incident mailing opportunity survey or task See Answer status Incident status Mailing status Opportunity status Survey status and Task status Status type Th
184. ew the responses to questions submitted by all contacts within their organization Your RightNow administrator can set up business rules to automatically apply SLA instances to organizations or contacts when incidents enter the system from the Ask a Question page email or chat After applying an SLA instance business rules can then credit the incident to the specific SLA If your organization uses SLAs and you have SLA edit permissions set in your profile part of your duties may be to apply SLA instances to organizations and to contacts that do not have an organization association Refer to the RzghtNow Service User Manual for specific instructions about applying SLA instances Standard workspace for organizations RightNow provides a standard workspace for working with organizations The workspace defines which fields are available what buttons are displayed on the ribbon and how the information is organized on the content pane Figure 70 shows the standard organization workspace RIGHT NOW 154 Organizations Dads New Organization global_92_cfm RightNow CRM x Home bTx bl f y Print A cS De Be 7 amp Save Save amp New Refresh Appointment _ Spell Links Info Close A Delete Check M Save Actions Proofing Links and Info Organizations K New Organization ras Organization Items a IA F y p Organization Name State Service Marketing Sales x Customize List Rec
185. ey questions When you move the cursor out of a field that contains a misspelling the indicator for misspelling the wavy ted line no longer appears But it reappears when you move the cursor back to the field containing the misspelling Spell checking 99 To correct an inline misspelling Right click the misspelled word and select one of the options described in Table 19 Table 19 Spell Check Options Description Option Description Suggested alternate words Select one of the five suggestions for alternate spellings The mis spelled word is replaced with the one you selected AutoCorrect Select AutoCorrect and a suggested alternate word Whenever RightNow encounters this particular misspelling it automatically replaces it with the word you selected Ignore All Select this option to ignore all occurrences of this spelling in the record you are editing Add to Dictionary Select this option to add the word to your personal dictionary It will no longer be flagged as misspelled Manual spell checking Rather than correcting each misspelled word individually as you work you may prefer to wait until you are done typing all information for the record before you check the spelling Important Only the fields that have been designated for spell checking when the workspace was created will be checked Misspelled words in other fields will not be identi fied If no fields have spell check properties a message will let you
186. fields that store infor mation that is retrieved edited and added in a RightNow application Dbaudit A utility that builds and populates the schema and performs the database portion of the RightNow upgrade Dbaudit can also be used to view the database schema Dbstatus A scheduled utility that escalates inci dents answers tasks and opportunities based on business rules Dbstatus also sends out watchlist notifications See Business rules and Watchlist notification Dead One of the default opportunity statuses and status types An opportunity with the Dead 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 persons Default directory The directory containing original default copies of all the files customizable through the File Manager During an upgrade any files that have changed will also be updated in the default directory Using the restore function a file can be restored to the original configuration Default response requirements The maximum time allowed in minutes for incident response and resolution within the operating hours defined by the organization The default response require ments are used to measure agent performance in responding to and solving i
187. g records on page 97 12 If you are adding the organization on the New Organization window instead of the con tent pane because you are adding the organization to a contact click the OK button The window closes Important Closing the New Organization window saves the organization data in memory but the organization is not added to the knowledge base until you save the con tact you added the organization to 13 Click the Save and Close button Adding contacts to organizations 161 Adding contacts to organizations You can add new or existing contacts to an organization The existing contacts may or may not already be associated with an organization All incidents for which the contact was the primary contact are now associated with the organization you add the contact to Opportuni ties for which the contact is the primary contact do not change their organization association when you add the contact to the organization For more information about contacts refer to Chapter 4 Contacts on page 125 To add new contacts to an organization 1 Right click the organization you want to add contacts to and select Open On the standard organization workspace the organization opens with the Contacts tab as the top record tab 2 Click the Add button on the Contacts tab and select Add New The New Contact window opens 3 Type the contact s first and last names in the appropriate fields 4 Select one or more check box
188. gation pane and select which buttons and sections you want to display You can also define what opens if anything on the content pane when you log in In addition if you have Customize Navigation Set permission in your profile you can reset your navigation set to the default used by your profile Important Be aware that any customizations you make from this option except for reset ting your navigation set will be removed if you select the Reset Local Settings check box from the Personal Settings option Refer to Changing your personal settings on page 38 RIGHT NOW 46 Getting Started To change navigation pane settings 1 Click the Application button and then click the RightNow CRM Options button on the bottom of the application menu 2 Select Navigation Pane to display the navigation pane settings on the right RightNow CRM Options Personal Settings Password View Options O 3 Communication Center Offline Settings i Change Navigation Pane Settings for RightNow CRM Navigation Set Order and Visibility a Gi ene n A Communication Center feran B Contacts 8 Answers Incidents Opportunities U Campaigns v Qe Reset C Reset Navigation Set to Profile default Navigation Pane Section Order and Visibility Navigation List Items t Move Up Recent Items Quick Search Move Down Custom Web Control Recent It
189. ges select Inherit If on the other hand you want a particular staff member to be assigned to the mailing task regardless of who is assigned to the actual mailing do not use Inherit If on the other hand you want a particular staff member to be assigned to the task regardless of who is assigned to the actual record do not use Inherit The following procedure uses the Answers task type as an example but the procedure is the same for all task types Using the Inherit property for task fields 187 To set the Assigned field to Inherit 1 From an open task click the Task Type drop down menu and select Answers The Answer field label turns red and includes an asterisk indicating that it is now a required field 2 Select the answer you want to associate with the task a Click the Search button to the right of the Answer field enter information in the search fields and click the Search button b Select the answer you want from the list of search results and click the Select button The Answer Search window closes and the answer appears in the Answer field of the task Note If only one answer matches the search criteria the Answer field is automatically populated 7 New Task qd gt Name Opportunity Assigned am Faith Carson w Organization Assigned button Status Not Started v Contact Percent Complete Incident Priority No Value Answer Why do my batteries last such a short time Due Date No
190. ghtNow application or you might be able to share only one way for example from RightNow to Outlook but not vice versa Email syn chronization occurs only from Outlook to RightNow Before you can use Outlook integration you must first install it The installation process adds Share and Sync buttons to your Outlook toolbar When you install Outlook integration RightNow checks your profile to see what components email contact and task you have permission to share and synchronize To install Outlook integration 1 Close Outlook 2 From the RightNow Console click the Application button and select Links gt Install Outlook Integration amp global_95_cfm RightNow CRM m x i fee Community Interfaces global__95__ cfm gt End user jglobal__95__ cfm gt Console Help 5 RIE Integration Install Outlook Integration Add In Logging gt Install Incident Reference Number Smart Tag RightNow CRM Options X Exit RightNow CRM k A Communication Center D Analytics 8 contacts 2 Answers A OERA Logged in as Edward Lang RY Online 100 l Figure 107 Install Outlook Integration Option on the Application Menu The RightNow Outlook Sync Setup wizard opens Setting up Outlook integration 215 3 Click the Next button to open the Select Installation Folder window Tip We recommend that you install Outlook integration at the
191. h other and the contact eliminating the need for the primary agent to relay information The number of parties that can be conferenced for a single call is defined by your phone switch Note Before you can initiate a conference call you must be consulting with another agent Hor information about consulting refer to Consulting on calls on page 208 To initiate a conference call Right click the consulting call and select Conference The conference call ends when an agent hangs up The other agent will remain connected to the contact RIGHT NOW 210 CTI Transferring calls While you are consulting another agent you may determine that the other agent is better suited to answer the caller s question In this case CTI allows you to transfer the call to the consulting agent Note Before you can transfer a call you must be consulting with another agent For information about consulting refer to Consulting on calls on page 208 To transfer a call Right click the consulting call and select Transfer The call is transferred to the consulting agent Click to Dial Using RightNow s Click to Dial feature you can also place calls from an open contact record providing additional flexibility for using CTI By clicking the Click to Dial button next to a contact s phone number you can open the Dial window allowing one click dialing To use Click to lYal 1 Open the contact record 2 Click the Phone d
192. has the same email address as the selected email Contact Select this check box to append email data from Outlook to the RightNow contact record with the same address as the selected email Opportunity Select this check box to append email data from Outlook to one or more opportunities in RightNow for the contact associated with the email address Incident Select this check box to append email data from Outlook to one or more incidents in RightNow for the contact associated with the email address RIGHT NOW 222 Outlook Integration Table 46 Email Sync Tab Description Continued Field Description Auto Email Sync Events This section contains options for selecting when you want to sync email Attempt Sync When Select this radio button to append email data from Outlook to Saved RightNow when an email is saved in Outlook Attempt Sync When Select this radio button to append email data from Outlook to Open RightNow when an email is opened in Outlook Sync On Demand Only Select this radio button to append email data from Outlook to RightNow only when the Sync Email button on the Outlook tool bar is clicked This option is selected by default 4 Click the OK button to save the email sync settings and close the Sync Settings window Using contact integration Chapter 9 While viewing or editing a contact in Outlook you can click a button and share a selected contact if two way synchronization i
193. hboard Email z brandi frost example com A Salesperson No Value Incidents ae Office Phone e 555 555 5555 Title fd Home Address 555 Main Street Login tommail montana com Anytown MT 55555 US SLA m Global Opt in Tasks 3 Add New liad Open Print Wy Copy Delete Reject C2 Forward Opportunity Name j s Edit See Organization for SLA details Yes Contact Type No Value Attachments 3 Options Action Opportunites 1 assigned Status Stage Rep Forecast Manager Value Date Updated Tasks by Organizations E fe SR Ry are iv P eee Logged in as Edward Lang Editing 6 objects Large renewal opportuni EdwardLan Active 4 MNegotiatin 450 000 00 04 06 2009 02 55 P Open Delete Print online 10 y a Figure 51 Contact Docked to Console 5 To open and dock additional records associated with the incident repeat steps 2 through 4 replacing the references to contact information with information about the type of record you are opening and docking Figure 52 shows an incident with two contacts and a task docked to the console Creating and using work groups 119 Od KA Send Technical Sheet 12 global_811_bab RightNow CRM x Home boc x b lt a Print ABC r HH Dest FRO Save Save amp New Refresh Forward _ Spell Links Info Close A Delete Check Save Actions Proofing Links and
194. he Rename button Then rename the folder 4 Click the OK button to save your changes and close the Customize List window Selecting actions from the Recent Items list The records and items you have recently worked with are listed below the navigation list in the Recent Items section on the navigation pane By default the last ten items you accessed are listed but you can increase or decrease that number if you want See Changing naviga tion pane settings on page 45 RIGHT NOW 32 Getting Started You can double click an item to open it or right click an item to take other actions Unlike navigation lists which require a profile permission to take certain actions all staff members can take the actions described in Table 3 Table 3 Available Actions from Recent Items Right Click Available Actions Open Select this action to open the item on the content pane Copy Tooltip to Clipboard Select this action to copy the item s tooltip to the clipboard You can then insert the tooltip in another record or item Tooltips vary according to the item or record type For instance an incident tool tip contains the reference number subject contact name contact ID contact email address contact phone number and organization name the tooltip for an answer contains the answer summary answet ID language and answer access levels and the tooltip for a mailing contains the mailing name Remove from List Select this actio
195. he content pane when you log in the ribbon is not dis played Refer to Changing navigation pane settings on page 45 to see how to define what opens on the content pane when you log in Minimizing the ribbon When you want to display a larger section of a report and do not need access to the ribbon you can easily minimize it You will still have access to the tabs and buttons you need e To minimize the ribbon double click any tab e To restore the ribbon double click the tab again e To display and select buttons on a tab without maximizing the ribbon just click that tab Customizing the Quick Access toolbar The Quick Access toolbar which appears next to the Application button by default provides shortcuts to commands on the ribbon The initial set of buttons on the Quick Access toolbar is specified by what is displayed on the content pane but you can customize the toolbar to add buttons you frequently use The customized toolbar is stored in local settings on your workstation refer to Changing your personal settings on page 38 for information about local settings Figure 24 shows the default Quick Access toolbar that appears when you add or edit an inci dent it contains the New Save Save and Close and Print buttons Note Some ribbon content cannot be added to the Quick Access toolbar including check boxes combination boxes text fields and some other input fields RIGHT NOW 68 Common Functional
196. he organi zation and continue working The organization record remains open Note When you save an organization the rules engine evaluates it If organization rules exist and the organization matches one or more rules the record may be modified when you save it For example a rule can change an organization s state or set a custom field value Save and Close Click this button to save the organization and close the record Actions Note With the exception of the New and Appointment buttons the buttons in this group are not enabled until after you have saved an organization you are adding New Click this button to add an organization Refresh Click this button to refresh the current organizations report Appointment Click this button to add an appointment that is associated with the organization Refer to Adding Outlook appointments on page 121 for information about adding an appointment Print Click this button to print the organization record Refer to Print ing records on page 93 Copy Click this button to copy the organization record Refer to Copy ing records on page 91 Delete Click this button to delete the organization record Caution Deleting an organization permanently removes all con tacts associated with the organization from the knowledge base it also deletes all incidents for which the contacts are the primary contacts and it may delete opportunities as well To
197. heet 12 Task ID 111999 Status Customer service Faith Carson Assigned J Disposition l No Value v Figure 54 Drop Down Menu for a Work Group Adding Outlook appointments 121 Just as you did with the first work group you can open as many records as necessary for the second incident and dock them to the console You can also open as many work groups as necessary A work group is active until you close it if you re open the incident only the inci dent is opened and not the associated records that were part of the work group from the ear lier editing session Note To undock a record from a work group select the record you want to undock from the work group s drop down menu Then click the Undock button in the recotd s title bar on the right The record opens in a separate window and is no longer part of the work group unless you click the Dock to Console button again When you close all but one work group the last work group expands into all of its separate records each with its own content pane tab This is how the work group appeared before you added other records not associated with the work group Adding Outlook appointments When you add and edit contacts incidents opportunities organizations and tasks you can create an Outlook appointment associated with the record you are working on By default the Appointment button is available on the standard workspaces for contacts incidents op
198. hest solved count are pushed to the top of the list while those with the lowest ratings are moved down on the list When a customer clicks one of the options in How well did this answer your question it directly affects the solved count The solved count is increased for answers that are viewed and decreased for answers viewed earlier in the same session The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customet s question Sort order tThe sort order of a reports output columns 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 tThe settings for a staff member authorized to access a RightNow application including login name password profile group assignment and email information Staff account custom field A field for gather ing and displaying additional information about staff members Staff account custom fields appear on the Details tab of the Staff Accounts editor Staff member Any employee with a staff account and profile authorized to access a RightNow application Stage The l
199. hierarchy of the organization you are editing To change the position of the organization you added expand the hierarchy and drag and drop the organization 10 Click the Save and Close button to save the change to the organization hierarchy To add an existing organization to the hierarchy 1 2 Right click the organization and select Open The content pane displays the organization Click the Hierarchy tab Click the Add button and select Add Existing The Organization Search window opens Enter search criteria in the fields to filter your organization search and click the Search button The organizations that match your search criteria are displayed Select an organization from the list and click the Select button If the organization you select is not already part of a hierarchy selecting it closes the Organization Search window and adds the organization to the hierarchy of the original organization Note If the organization you are adding is part of another hierarchy a message noti fies you that the selected organization contains subsidiaries Moving the organi zation also moves all its subsidiaries unless you select to move only specific subsidiaries RIGHT NOW 170 Organizations Organization Hierarchy Conflict iJ The selected organization contains subsidiaries By default the organization and all of its subsidiaries will be moved to another organization hierarchy Otherwise choose the subsidiaries to mov
200. hone Discount 06 03 2006 07 43 4M File Click Forbindelse Discount Email Forbindelse Phone Discount 06 03 2006 07 43 4M Email Sent HTML Newsletter Sign Up TY Email Newsletter Sign Up TY 06 03 2006 07 43 AM Email view HTML Newsletter Sign Up TY Email Newsletter Sign Up TY Figure 69 Viewing Marketing Activity for a Contact Attachments tab Click the Attachments tab to view the attachments associated with a contact The tab displays the file name size date created date updated and a description for each attachment Refer to Attaching files to records on page 102 Audit Log tab The Audit Log tab lets you track actions taken on the contact record by you other staff mem bers and the customer it also displays any automatic changes initiated by RightNow that resulted from the application of business rules or through configuration settings Refer to Audit logs on page 93 Working with contact records Chapter 4 You can edit a contact record whenever you need to add or change customer information and you can also copy print and delete contacts and set a contact role This section contains the procedures for editing contacts setting a contact role and deleting contacts for informa tion about copying and printing contacts refer to Copying records on page 91 and Print ing records on page 93 To edit multiple contacts simultaneously refer to Updating multiple records on page 110 The following proce
201. hrough rule actions used as a rule con dition to trigger other actions and restored to its initial value for the next round of rules processing Variables also refer to shortcuts defined for a larger string that can be inserted in the body of an answer or inserted inline during a chat session When the variable is inserted in the body of the answer or in a chat response it is replaced with the value specified in the variable Visibility A setting that determines where a cus tom field or customizable menu item will appear Visibility settings specify the interfaces in a multi ple interface installation where these fields appear the settings can also define whether the fields appear on the administration interface and cus tomer portal and whether certain custom fields with customer visibility can be edited Waiting One of the default incident status types and incident statuses An incident marked Waiting has been responded to by a staff member and is waiting for a response from the incident creator Watchlist notification An email sent to those customers who have requested to be notified when a particular answer has been updated Web form A document in RightNow Marketing that allows contacts to input information that can be submitted to the database Web forms are served as web pages by RightNow Web Indexer A search method in RightNow Service that allows customers to simultaneously search the knowledge base along with w
202. ick Search Reports Predefined Quick Search Description Reports D a Answer Quick Search Type the answer ID Campaign Search Type the campaign name Contact Quick Search Enter information in one or more contact fields Last Name Type the contact s last name in this field First Name Type the contact s first name in this field Email Type the contact s email address in this field Incident Search Type the incident reference number Mailing Search Type the mailing name Marketing Task Search Type the task name Opportunity Search Type the opportunity name Organization Quick Search Type the organization name Quick Search Dashboard Type the incident reference number contact name organiza tion name or opportunity name Sales Task Search Type the task name Service Task Search Type the task name Searching from open records 79 Searching from open records You can search for contacts and tasks from any open record that has a contact or task associ ated with it you can also search for organizations from an open contact record This section describes the procedures for searching for a record from another record To search for a contact trom an open record 1 Open the Contact Search window using one of the following methods If you are working on an incident opportunity organization or contact list click the Con tacts tab Then click the Add button or the Add C
203. ident must have a contact If your profile gives you the appropriate permissions you can change contact associations and delete contact records Because these actions can have far reaching consequences on incidents as well as opportunities it is important to understand what happens when you make such changes Changing contact associations Chapter 4 Changing a contact s organization association has implications for the incidents and opportu nities associated with the contact If you change the organization for a contact who is the pri mary contact for an incident the incident s organization association changes to match that of the contact Secondary contacts from a different organization remain with the incident even when you change the organization association of the primary contact The effect of changing a contact s organization association does not change the opportunity s organization association The contacts associated with the opportunity remain the same regardless of the organization they are associated with Deleting contacts 127 Deleting contacts To determine the consequences of deleting a contact use the flowchart in Figure 57 on page 128 If the contact is associated with multiple incidents or multiple opportunities or both dif ferent results may occur with each record depending on the type of associations and the asso ciation of other contacts with the record In cases where the contact has multiple incidents
204. ierarchy 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 261 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 repott Output level A distinct section of a report that outputs report data Reports can have multiple output levels each of which can have their own fil ters groupings data exceptions headers footers and descriptions Output levels in a report are related through drill down links and drill down fil ters Page A web page a customer portal page in a RightNow Service application Path The connector between items in a cam paign flow diagram A path can be one of four types Standard Submit Yes or No and can con nect two actions or an action and decision in cam paigns See also Action and Decision P
205. information in the appropri ate field 4 To add a color category to the appointment click the Categorize button and select the cat egory The first time you assign a default color category to an appointment you will be prompted to rename the category Note RightNow automatically adds the category EM Experience Management to all new appointments The appointment category displays above the Subject field Or To add multiple color categories to the appointment click the Categorize button and select All Categories The Color Categories window opens Color Categories To assign Color Categories to the currently selected items use the checkboxes next to each category To edit a category select the category name and use the commands to the right Name Shortcut key O Blue Category EM not in Master Category List OO Green Category _ Orange Categor Ue y i Color OO Purple Category OE Red Category x OC Yellow Category Shortcut Key None v Figure 56 Changing Appointment Categories From this window you can quickly select multiple categories rename and delete catego ries change category colors and add shortcut keys a Make your changes to the appointment s categories and click the OK button 5 Click the Save and Close button to save the appointment It now appears in your Outlook calendar Chapter 3 125 4 Contacts Customer data is the foundation of RightNow It
206. ing Survey Document To edit multiple records 1 Double click a report to display a list of records Note Remember you can specify unique criteria to search for all records you want to update Refer to Searching for records from a report on page 70 Chapter 3 Updating multiple records 113 2 Press Ctrl while selecting each record you want to edit 3 Click the Open button on the ribbon The fields that you can edit for the type of record you ate working with are displayed on the content pane 4 Edit the records Depending on the type of field you can accomplish this in one of several ways Note The drop down menus for all fields default to No Change To remove the prior field entries for multiple records select the check box next to the field you want to change a To change a field associated with a drop down menu click the drop down menu and select an option Tip A shortcut is available for re assigning multiple opportunities Select the oppor tunities click the Assign button on the ribbon select a staff member from the Assign window and click the OK button b To change a date field click the drop down menu associated with the field to open the current month s calendar and select a date If necessary use the arrows at the top to change the month before clicking a day c To change a search field click the Search button the magnifying glass to the right of the field enter the search criteria in the wind
207. ing 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 buttons The buttons on the naviga tion pane associated with record types and compo nents Clicking a button displays that record type or component s navigation list Navigation list All the reports folders and items associated with a specific record type or component in RightNow Navigation lists are organized in a tree on the navigation pane Navigation pane tThe area on the left side of the RightNow Console where staff members select items and change navigation lists and administra tion options What appears on the navigation pane depends largely on the permission
208. ining text that is commonly added to reports Once a text field is created it can be added to any custom report and then adjusted as necessary Text matching A feature in Offer Advisor that enables agents to search for specific terms that best express the customer s interests After a search the list of promotions and suggestions on the Offer Advisor window will be reordered and the ranking of each will reflect its relevance to the terms entered by the agent See Offer Advisor Text question A question type that allows cus tomers to type their answer to a question Theme A group of related text responses to a sutvey question Themes are created by topic mon itoring and identified by common keywords See also Topic monitoring Thin client The non graphical interface 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 A way to track the time spent responding to incidents Data from the Time Billed field can be used for customer billing and determining average incident resolution time Topic monitoring A process that groups survey text responses into clusters of related responses called themes and labels each theme with key words that define the responses See also Data mining and Themes Topic word A word that is associated with an answer or docume
209. ins an overview of notifications including the situations that trigger notifications the procedure to open your notifications a description of the notifications list and a discussion about desktop alerts Refer to page 194 e Sending broadcast notifications Contains the procedure to send notifications to selected or logged in staff members Refer to page 197 RIGHT NOW 194 Notifications Opening your notifications Your notifications appear on the content pane when you double click Notifications from any navigation list that contains the Notifications component You also receive desktop alerts often referred to as toast when you first log in to RightNow and when new notifications are received while you are logged in Notifications are triggered when e An answer incident opportunity or task is assigned to you e An answer incident opportunity or task that was assigned to you has been reassigned to another staff member e An answer incident opportunity or task has been escalated e An answer is scheduled for review e An incident is updated closed or reopened e A mailing is launched or completed e A system error has occurred e A broadcast notification is sent to you from another staff member Important This chapter assumes you open your notifications from the Communication Center navigation list which is displayed when you click the Communication Center button on the navigation pane However
210. ion to records answers contacts incidents opportunities organizations and tasks RightNow provides an audit log for campaigns contact lists documents mailings segments surveys and quotes Note The Audit Log tab for quotes contains additional information beyond that spec ified in this section To understand the audit log for quotes refer to the RightNow Sales Administrator and User Manual Figure 39 shows the audit log for an incident ia A Messages Details Time Billed 0 Tasks 0 Organization Session 0 Attachment Audi Log 3 Options When Who What Description 06 23 2008 09 43 AM Michael Johnson Changed Status Solved A 06 23 2008 09 43 AM Michael Johnson Edited From Incident Editor Client IP Address 172 22 5 172 06 23 2008 09 43 AM Customer Changed Status Updated 06 23 2008 09 43 AM Customer Edited From My Stuff Questions Client IP Address 172 22 5 172 06 23 2008 09 42 4M Michael Johnson Changed Status Waiting 06 23 2008 09 42 AM Michael Johnson Edited From Incident Editor Client IP Address 172 22 5 172 06 23 2008 09 36 AM Faith Carson Assigned To Customer service Michael Johnson 06 23 2008 09 36 AM Faith Carson Edited From Incident Editor Client IP Address 172 22 5 172 06 23 2008 09 35 AM Customer Created From Ask 4 Question Client IP Address 172 22 5 172 05 11 2007 09 24 AM Deleted Staff Account Edited From Incident Editor 05 11 2007 09 24 AM Deleted Staff Account Edited From Incident Editor 05 11 2007 09
211. ions Certain functions can require a customer account The RightNow Customer Portal can be completely integrated with an organi zation s web site using the Customer Portal Studio which allows developers and designers to add RightNow elements to any page or template See also Customer Portal Studio RightNow Dreamweaver extension A plug in developed by RightNow Technologies for the Adobe Dreamweaver software application The RightNow Dreamweaver extension provides the ability to quickly add widgets define page attributes and insert RightNow variables into cus tomer portal pages that are developed in Dreamweaver RightNow Feedback A customer survey tool for gathering information about customers experi ences with an organization With a wide range of customization and formatting options questions types and full analytics for efficient reporting sur veys provide organizations with a flexible method of tracking customer satisfaction RightNow Marketing An email and campaign solution for delivering personalized richly format ted email communications to targeted segments of customers and prospects and for launching full scale marketing campaigns RightNow Sales A sales automation solution that enables sales representatives to easily manage and track all opportunity organization and contact information and track all quote interactions in one consolidated application RightNow Service A customer service and sup
212. ions 159 string search explorers 53 sutveys audit log 93 Surveys tab contacts 145 Sync Setting window Contact Sync tab 218 Email Sync tab 221 Task Sync tab 219 T tabs content pane 43 records rearranging on workspaces 84 task sync options Outlook integration 219 Task Search window 82 tasks adding 183 assigning 96 associating with records 185 attaching files 102 audit log 93 completing 192 copying 91 deleting 192 editing 191 flagging 97 forwarding 86 inheritance Assigned field 186 organization and contact fields 188 overview 186 multi editing 112 Outlook integration 224 printing 93 priorities 184 record tabs Attachments tab 191 Audit Log tab 191 tasks continued searching 70 from a report 71 from an open record 79 82 using Quick Search 76 setting to complete 192 sharing Outlook integrations 225 types 184 workspace elements fields 180 ovetview 178 recotd tabs 180 ribbon 179 Tasks tab contacts 144 fields 182 organizations 164 overview 181 toolbar 181 toast desktop alerts 196 toolbars Attachments tab 105 Contacts tab 132 Hierarchy tab 170 Quick Access 67 Tasks tab 181 transferring calls in CTI 210 trees explorers hiding 52 selecting actions 57 U URLs to download RightNow 16 V view options field descriptions 44 285 W work groups creating 116 docking records to console 118 drop down menu on content pane tab 120 overview 115 saving records 119 workspaces overview 84 s
213. ions on search results 54 for files to attach to records 107 for items to add to navigation lists 30 for records from a report 71 from open records 79 overview 70 with Quick Search 76 Quick Search 76 special characters 74 with Quick Search predefined reports 78 segments audit log 93 Select Names window broadcast notifications 198 Send Notification window 197 service level agreements see SLAs RIGHT NOW 284 sharing contacts Outlook integration 223 tasks Outlook integration 225 shortcut keys all products 235 displaying on ribbon 69 explorer ribbon 60 for creating records and items 24 similar phrases searching 72 SLAs contacts 152 organizations 152 SLA instances 153 smart tags installing 230 opening incidents in Outlook 231 Outlook integration 230 SmartSense description 239 evaluating ratings 241 soft phone functions answering a call 206 conferencing 209 consulting 208 dialing 206 207 hanging up a call 206 holding 206 placing calls 207 retrieving 206 transferring 210 Sort window 73 special characters in searching 74 speed dialing in CTI 204 spell check options 101 spell checking automatic 102 correcting misspelled words 99 inline 98 manual 99 overview 97 RNT Spell Checker window 100 setting options 101 standard workspaces contacts 129 multi editing 111 organizations 153 overview 84 standard workspaces continued tasks 178 Start menu accessing RightNow from 18 states contacts 136 organizat
214. ions reduce the number of rules needed by allowing the same rules to be evaluated from multiple states See also Business rules and Rule state Group A way to organize staff accounts Grouping A method for grouping data in a seg ment Filters can be used when grouping and are applied to the data after the grouping is completed Guide Information about a promotion gener ated by a marketing staff member This informa tion appears on the Offer Advisor window to help an agent present the promotion to a customer Guide also refers to a collection of branching ques tions responses answers and text explanations used in guided assistance in RightNow Service See Guided assistance and Offer Advisor Guided assistance A component in RightNow Service that helps agents quickly locate answers and text explanations using branching questions to guide them to the answers they need The answers and explanations agents find can be sent to cus tomers in incident responses or relayed to custom ets over the phone Help access level An answer access level for context sensitive answers Help answers are not visible to customers except through special hyper links See Context sensitive answers HTML answer A type of answer that appears to customers as standard HTML on the customer portal HTML editor A WYSIWYG what you see is what you get editor for formatting and editing answers mailings campaigns documents ques tion
215. iption Comment Type any comments you want to forward with the record in this field Note Text entered in the Comment field will display as the body of the email that is sent to recipients S MIME Select one 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 enabled only if the staff account email address has an account certificate private key associated with it Do not encrypt Click this drop down menu and select one of the encryption options Do Not Encrypt Encrypt When Possible and Always Encrypt Note Encryption is supported if a destination email address has a public key associated with it 3 Click the Send button to forward the task and any selected files Selecting recipients When you forward records you can open the Select Names window from the To Cc and Bec fields From this window you can select from folders containing all currently enabled staff accounts staff account groups distribution lists and email addresses from all distribu tion lists Note If your RightNow administrator has not added distribution lists the Distribu tion Lists and Addresses folders will not display To select a recipient 1 Click the To Cc or Bcc buttons to open the Select Names window RIGHT NOW 90 Chapter 3 Common Functionality Select Names Type Name or Select from List Name Abramson Do
216. is a link to a page where a new pass word can be set Standard workspace for contacts 131 Table 27 Standard Contact Workspace Ribbon Description Continued Group Button Description Proofing Spell Check Click this button to check the spelling of any fields that have spell checking enabled Refer to Spell checking on page 97 Links and Info Links Click this button to select a URL from the list of links added by your RightNow administrator Info Click this button to see details about the contact including when it was added and last updated and the record ID If the contact record is in a rules state that information also appears The following fields are available on the standard workspace for working with contacts e First Name e Last Name e Email Iwo alternate email addresses are also available e Office Phone Alternate numbers are available Mobile Fax Assistant and Home e Address e Contact Type e State e Organization e Salesperson e Title e Login e SLA e Global Opt in The following tabs appear on the standard contacts workspace e Opportunities e Notes e Tasks e Incidents RIGHT NOW 132 Contacts e Surveys Contacts tab Marketing Activity Attachments Audit Log The preceding section provided an overview of the standard contact workspace where you can add or edit a contact You can also add or edit a contact from the Contacts tab when you work with inciden
217. is report the same filters will be selected 9 To restore the filters to the default settings for the report click the Restore Defaults but ton You can also restore the defaults from the Personal Settings option on the RightNow CRM Options window Refer to Changing RightNow CRM options on page 36 10 To reset the current selection criteria to their default values click the Reset button Note If you have resized the Search window it will return to its default size after click ing the Reset button 11 Click the Search button to close the Search window and display the records that match your search criteria Using special characters when searching RightNow 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 the characters will be interpreted as well as the importance of the placement of the characters in the text string Also included is a list of invalid search characters Note All of these guidelines apply when you are searching using a complex expres sion When you are searching using phrases similar phrases and exact search only the following characters apply _ lt gt amp and white space Other punctuation is ignored and also acts as a word separatot Searching for records from a report 75 Table 14 Special Characters Allowed When Searching Character Description Always consi
218. ithin the answer whereas a file attachment answer appears as a clickable attachment on the Find Answers page Incident file attachments When you attach a file to an incident that file becomes permanently attached to the incident and can be accessed from the Attachments tab or on the header of the incident thread on the Messages tab Likewise if a customer attaches a file to an incident when submitting a ques tion that attachment also becomes permanently attached to the incident Note HTML email updates that are larger than the maximum description size are attached to the incident as an HTML file instead of as a text file RIGHT NOW 104 Common Functionality Files that are permanently attached to an incident are not sent in your response to the cus tomer Instead you and other staff members can access the file from the Attachments tab of the incident while the customer can access it from the My Stuff page on the customer portal As a result email is sent more quickly because the file is not included in the transmission and files are kept in a single location for reference 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 file directly from the email client instead of having to log in to view it For information about attaching a file to your res
219. itions of a rule are met the actions in the Then clause are invoked if the rule s conditions are not met the actions in the Else clause are invoked Email answer A feature that enables customers to email answers they are viewing to a specific email 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 that is automatically sent by RightNow to customers or staff members The sending of email messages is triggered by events in RightNow For example when a cus tomer submits a question in RightNow Service the Question Receipt message will be sent to the cus tomer s email address Email messages can be enabled or disabled sent in ASCII text or HTML format and the text headers and footers can be customized Encryption The process of translating a text message into unreadable text to ensure 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 The term for older versions of the customer portal These include the Classic and November 07 pages sets which may still be in use by organizations that have upgraded from ear lier versions of RightNow Service See also RightNow Customer Portal
220. ity Quick Access toolbar r T m F D U KA 080917 000001 global_811_bab RightNow CRM x A Home jn b x H ex Q EA Print ABC Ly Offer Advisor on a gt Th Copy New Opportunity OX Save Save amp New Refresh Forward Spell Propose i Links Info cioe X Delete Check a Appointment Save Actions Proofing Related Activities Links and Info Figure 24 Default Quick Access Toolbar for Incidents To add a button to the Quick Access toolbar Right click the button on the ribbon and select Add to Quick Access Toolbar To remove a button from the Quick Access toolbar Right click the button and select Remove from Quick Access Toolbar To customize the Quick Access toolbar trom the application menu 1 Click the Application button The application menu opens 2 Right click any option on the application menu and select Customize Quick Access Tool bar The Customize Quick Access Toolbar window opens Customize Quick Access Toolbar x Choose commands from T E New O New bal Save bal Save JH Save amp Close F Save amp Close Print Print Add gt gt Remove Place Quick Access Toolbar below the Ribbon OK Cancel Figure 25 Customize Quick Access Toolbar Window The default buttons for the Quick Access toolbar are displayed on the left side of the win dow buttons that currently appear on the toolbar are displ
221. ization You can also view and edit an organization s hierarchy and track all changes that have occurred to the organization record Organizations contacts and SLAs Chapter 5 An SLA service level agreement is a contract that can be applied to customers both organi zations and contacts in RightNow Service SLAs allow you to specify and track the level and type of support a customer is eligible to receive For example an SLA might include the num ber of questions that can be submitted through different channels and the duration of sup port RightNow administrators create generic SLAs that is an SLA template that can then Standard workspace for organizations 153 be applied to specific customers an SLA instance is a copy of the generic SLA applied to a unique customer SLA instances can be applied automatically through business rules or man ually by staff members SLAs can be applied to contacts and organizations Contacts that are not associated with an organization can have their own SLA instances However contacts that are associated with an organization do not have individual SLA instances instead they are covered under the SLAs applied to their organization Customers can view and track their SLAs on the My Overview page of the customer portal where SLAs are called contracts Depending on how your RightNow administrator has con figured the customer portal all contacts associated with an organization may be able to vi
222. k X on the top right of the Find menu to turn off search Explorer display states 53 C Reports Explorer QA Site RightNow CRM x Home pOT x J Au YD wa we p22 O 32 a a X Delete Refresh New New Edit Open Queue View Back Forward Folders Choose Details Report Dashboard Report Report Definition Rename F j Record Navigation Display Analytics Reports Explorer 4b Analytics Items Address Public Reports vE co Find x Name Created Updated Initial Run Refresh on Edit Chart Styles Explorer 29 Color Schemes Explorer Common me Images Explorer Feedback Marketing Sales Find using Name Styles Explorer Find Name values that A Text Fields Explorer O Start with Service Customize List Contain lt Q my_forecasted_opp 12 09 2008 02 51PM 12 09 2008 02 51PM No No Recent Items O End with Match Quick Search a F Case sensitive Answer Quick Search v Search Show advanced options v Customize List s J3 2 8 7 H Logged in as Faith Carson 699 Records online 100 iy O Figure 16 Explorer with Search On You can search any of the available columns in the list by selecting a column from the drop down menu Three data types are supported in an explorer search strings words dates and integers nu
223. k this button to delete the task compete Click this button to mark the task complete Refer to Completing tasks on page 192 e Click this button to forward the task to the selected recipients Refer to Forwarding records on page 86 ontions Click this button to display a drop down menu of options that include actions you can take such as printing previewing forward ing publishing or exporting the task data The following columns are available on the Tasks tab e Name e Due Date date due for incident tasks e Completed date completed for incident tasks e Assigned e Stage for opportunities only e Priority The Action column contains Open Delete Print and Complete options for the task you can also access these options by right clicking the task Other right click options include Add Copy Forward and Options The right click options are the same as those offered on the Tasks tab toolbar Adding tasks You can add a standalone task to serve as a reminder to yourself or you can add a task to a specific record when you are working on the record When you add a task you not only define its name the staff member it is assigned to relevant dates and other task information but you can also associate it with existing records Chapter 6 lo add a task Adding tasks 183 1 Click the Application button and select Task The content pane displays the new task Or From the Tasks tab
224. k types you can set the organization field the contact field or both to inherit those field values from the associated record For example when you add or edit an opportu nities or incidents task type you can set the organization and contact fields to inherit those fields from the opportunity or incident And when you add or edit a contacts task type you can set the organization field to inherit the contact s organization When the task s contact organization or both are tied to the associated record through the Inherit property you can ensure that the fields will be the same for both the task and the record An additional benefit is the simplicity of completing those task fields The following procedure sets contact and organization fields to Inherit for an incident task type but the procedure is the same for opportunity and contact task types To set contact and organization fields to Inherit 1 From an open task click the Task Type drop down menu and select Incidents 2 Select the incident you want to associate with the task a Click the Search button for the Incident field enter your search criteria in the search fields and click the Search button Using the Inherit property for task fields 189 b Select the incident you want from the list of search results and click the Select button The Incident Search window closes and the incident appears in the Incident field of the task Note If only one incident matches the s
225. know there are no fields marked for spell check In order to check spelling manually the workspace ribbon must contain the Spell Check but ton Ribbons are defined when your RightNow administrator creates workspaces which are then assigned to your profile To check spelling manually 1 Click the Spell Check button The RightNow Spell Checker window opens and the first misspelled word is highlighted in the Not in Dictionary field RIGHT NOW 100 Common Functionality RightNow Spell Checker checking Thankss for contacting Global Not in dictionary Thankss for contacting Global Wireless Before can resolve Ignore Once _ your request will need additional information For example does your son currently have a cell phone If so is he currently on Ignore All your account Add to Dictionary Thanks tee Thanks oe Change All Thank Suggestions gt Figure 41 RightNow Spell Checker Window 2 Select one of the options described in Table 20 Table 20 RightNow Spell Checker Window Options Description Option Description Click this button to ignore this occurrence of the misspelled word gnore Once TT Click this button to ignore all occurrences of the misspelled word during your current session of being logged in to RightNow aaa Click this button to add the word to your custom dictionary o Dictionary Click this button to replace this occurrence of the misspe
226. le records 111 Table 25 lists the fields you can edit for each record type when working on that record s stan dard workspace if you are working on custom workspaces the fields that are editable depend on the workspace your RightNow administrator configured and may include more or fewer fields than those available on the standard workspace for that type of record Standard Multi Edit Workspace Answer Table 25 Available Fields on the Standard Workspaces Fields Available for Multi Editing e Status e Assigned e Review On e Publish On e Notes e Products Categories Contact e Salesperson e State e Disabled Flag Incident e Assigned e Product e Status e Category e Queue e Disposition e Messages tab Note S MIME signing and encryption of responses are disabled when you edit multiple incidents simultaneously RIGHT NOW 112 Common Functionality Table 25 Available Fields on the Standard Workspaces Continued Standard Multi Edit Workspace Fields Available for Multi Editing Opportunity e Organization e Status e Strategy e Stage e Manager Forecast e Rep Forecast e Forecast Close e Assigned e Date of Initial Contact e Recall e Date Closed e Closed Value e Summary Organization e Salesperson e State Task e Assigned e Due Date e Planned Completion e Completed e Status e Priority e Percent Complete e Task Type Opportunity Incident Answer Campaign Mail
227. lected opportunities the email text appears as a private note in the message thread of all selected incidents Note If the sender s email address does not exist in the RightNow knowledge base a red exclamation point and a disabled check box display next to the email address You can choose to add a contact record and incident using the contact s email address 4 Click the OK button to append email to the appropriate records in RightNow After a successful synchronization the Sync Email button is disabled for that message Figure 117 shows an email after it has been appended to the Notes tab of the opportunity RIGHT NOW 230 Outlook Integration Email text appendedas e a note onthe s opportunity Using smart tags Chapter 9 5 Willson Avenue gt Opportunity Name Willson Avenue Contact Betsy Laramie Status Active v Organization Strategy No Value v Assigned Barbara Sanneman lt Stage No Value Territory a a Rep Forecast 0 00 Manager Forecast 0 00 Rep Commit Mo Manager Commit Summary Tasks 0 Quotes 0 Attachments Audit Log add View Opportunity Notes Y Sort Date Descending Opportunity Note v Edit Delete Faith Carson 09 10 2008 08 24 4M Hi Betsy wanted to ask you a few questions before put together the
228. lication menu is divided into two panels The left panel contains two sections The top section lists content dependent options meaning these options depend on what is cur rently displayed on the content pane Print and Publish in Figure 3 Below this section are global options meaning they are constant and will always appear on the application menu no matter what is displayed on the content pane RIGHT NOW 20 Getting Started The panel on the right side of the application menu contains shortcuts for creating records and items On the bottom of the application menu are buttons for changing settings specific to your staff account password and local settings and for exiting RightNow Table 1 describes the options on the application menu Section and Option Content dependent Options Table 1 Application Menu Description Description The top section on the left panel contains options for taking actions on what is displayed on the content pane These options will change to reflect what is currently on the content pane Note You can add these options to the Quick Access toolbar See Customizing the Quick Access toolbar on page 67 Global Options This section on the left panel contains options for accessing other areas in RightNow global options display no matter what is dis played on the content pane Note You can also add these options to the Quick Access toolbar See Customizing the Quick Access toolbar
229. lling with ange the suggestion you select from the options in the Suggestions field Click this button to replace all occurrences of the misspelling with ange All the suggestion you select from the options in the Suggestions field Click this button to find additional suggested replacements for the misspelled word Suggest More T Click this button to select the spelling options you want the spell checker to use when it checks your spelling Refer to To set spell check options on page 101 Chapter 3 Spell checking 101 Table 20 RightNow Spell Checker Window Options Description Continued Option Description Click this button to undo the most recent change to a word Addi tional button clicks undo one change at a time in reverse order of the original changes Note Only the changes that have been made since the RightNow Spell Checker window was opened can be undone Click this button to open help information for the spell checker Click this button to cancel the spell check 3 Click the OK button at the Spell check complete message To set spell check options 1 Click the Spell Check button The RightNow Spell Checker window opens 2 Click the Options button The RightNow Spell Checker Options window opens RightNow Spell Checker Options C Ignore capitalized words e g Canada C Ignore all caps words e 9 ASAP C Ignore words with numbers e 9 Rightnow8 C Ignor
230. lowing sections show you how to use the email integration option for appending Outlook email to contacts organizations opportunities and incidents in RightNow email integration can be used to create new contacts and incidents from Outlook email if no associ ated email address exists in the RightNow knowledge base at the time of synchronization Note Email integration is a one way data transfer from Outlook to RightNow email data is copied from Outlook and appended to the selected records in RightNow After email integration is set up on your workstation and an email folder is selected your Outlook toolbar contains the button described in Table 49 Table 49 Outlook Button for Email Integration Button Description Click this button to append the selected email to an existing con tact organization opportunity or incident in RightNow If the associated email address is not in the RightNow knowledge base you will have the option of adding a contact or incident Refer to To append Outlook email to a record in RightNow on page 228 amp syncEmait Click the arrow next to the Sync Email button to select one of the following email sync options Sync Email Click this button to sync email between Outlook and RightNow Sync Settings Select this option to select sync options Refer to To select email sync options on page 220 You can append email to whatever types of record you selected on the Email Sync tab
231. lt _ _ _ _ 5555 6 Open Look in Incident file attachments m E gt fale EG 64 Follow up letter docx My Recent 64 Global support reps docx Documents 6 Org chart docx Procedures docx My Documents gs My Computer File name gt My Network Files of type All Files Figure 45 Browsing for Files to Attach to a Record Chapter 3 Attaching files to records 107 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 record To search for a tile to attach to a record 1 Click the Attachments tab 2 Click the Add Files button and select Search to open the File Search window File Search Search directory Browse Part of file name or extension Documents doc xls pdf txt Audio mp3 way wma Images jpg bmp gif All Files Figure 46 Searching for Files to Attach to a Record 3 Enter any or all of the field information described in Table 23 Table 23 File Search Window Description Field Description Type the name of the directory where you want to search for the file or click the Browse button Search directory Click the Browse button to display the file structure and make a selection from the list of availa
232. m and select Copy You will select this action when you want to add an item that contains many of the same attributes as the item you right click This option is not available when you right click a folder Accessing data and taking actions 59 Table 11 Explorer List Actions Continued To Delete a subfolder or item Then Caution Deleting a folder deletes all of its contents as well This action cannot be reversed Right click a subfolder or item and select Delete You will be asked to confirm the deletion You can also select a subfolder or item and press Delete Rename a subfolder or item Right click a subfolder or item and select Rename The folder or item is put into an editable state for you to rename View a report definition Right click a report and select View Definition The report defini tion opens in a new window Add a folder Right click in the white space of the list and select New Folder Once you name the folder and press Enter the new folder dis plays in the list and also under the parent folder in the tree Reorganize folders and items Drag and drop a folder and its contents into another folder and move items from one folder to another using drag and drop You can also drag folders or items in the list and drop them onto a folder in the tree You cannot however drag from the tree to the list since dragging a folder into one of its descendants is never per mitted Note
233. made to the contact and continue working The contact record remains open Note When you save a contact the rules engine evaluates it If contact rules exist and the contact matches one or more rules the record may be modified when you save it For example a rule can change a contact s state or set a custom field value Save and Close Click this button to save the contact and close the record Actions Note With the exception of the New and Appointment buttons the buttons in this group are not enabled until after you have saved a contact you are adding New Click this button to add a contact Refresh Click this button to refresh the current contact record Appointment Click this button to add an appointment that is associated with the contact Refer to Adding Outlook appointments on page 121 for information about adding an appointment Print Click this button to print the contact record Refer to Printing records on page 93 Copy Click this button to copy the contact record Refer to Copying records on page 91 Delete Caution Be sure you review Figure 57 on page 128 to understand the consequences of this action before you delete a contact Click this button to delete the contact record Reset Password Chapter 4 Click this button to invalidate the contact s current password Note This action sends an email to the contact s primary email address Included in the email
234. mbers The data type of the column you select determines the available search criteria String The Name column is the default search column in all explorers see Figure 16 Because this is a string data type you can search for strings that start with contain end with or match the value you enter in the search box You can also match the case by selecting the Case Sensitive check box e Date lIf the column you select is a date data type you can search for dates before on ot after today s date You can also click the calendar to display the current month s cal endar and select another day or click the arrows at the top of the calendar to change months RIGHT NOW 54 Getting Started Chapter 2 Find using WEEE Find Created values that occur Before on After Tuesday Jun 09 2009 E Show advanced options x Figure 17 Searching a Date Column e Integer lIf the column you select is an integer data type you can search for values that are less than equal to or greater than a number Either type a number in the search box ot select a number using the arrows Find using Find ID values that are Less than Equal to Greater than 0 Show advanced options Figure 18 Searching an Integer Column Taking actions after a search The actions you can take after a search vary according to the search results and your profile permis
235. metimes Ray Kizer 1077265639 i Customize List 051003 000070 I don t hear a dial tone when Itry tom John Jergenson 1077219947 l 051003 000078 Where can I find a phone cover for the Michael Johnson 1077206599 l 051003 000096 Why haven t I received my bill Chad Hubbel 251780 I 051003 000097 why do I lose connection sometimes Kathleen Olmos 1077268055 I 051003 000100 Blocking calls to external area codes Barbara Runge 246941 I s 051003 000101 New issue with the 100s Kathleen Olmos 1077268055 i home 051003 000109 What are the available models of Mund Chris Seger 1077215135 I 051003 000110 Reception problems Ray Kizer 1077235747 p ES E 051003 000113 Can I get more information on the Mun Kathleen Olmos 1077268055 v 100 9 After you download RightNow and log in the first time you can then access your application from the Start menu Click Start gt All Programs gt RightNow Technologies gt RightNow The Login window opens Working in RightNow RightNow provides access to all records answers contacts incidents opportunities organi zations and tasks components such as analytics campaigns surveys and mailings Quick Search and your notifications from one location Whether you work on incidents to answer questions create and send mailings or work opportunities and send quotes to customers you can access everything you need from the RightNow Console Chapter 2 Accessing the application menu 19
236. mportant Depending on your organization s security policies you may be using another method to access RightNow In that case contact your RightNow administrator and then continue with step 3 1 Open your web browser and type the following URL HeLpt7 lt Your 61 ce gt Cuslhel p com coi bin lt your Tntertace gt crg php admin launch php 2 Click the Install RightNow CRM button RightNow will download to your workstation This may take a few minutes Once the download is complete the Login window opens GY RightNow TECHNOLOGIES Join other RightNow users in the Welcome to RightNow Customer Community Forums Please enter your username password and site The forums provide an opportunity for our below customers to network share best practices Username and understand how others are delivering legendary experiences to their customers Password READ MORE Site Need Help Click Here Figure 1 Login Window Chapter 2 Downloading RightNow and logging in 17 The Login window may look different from the one shown here if your RightNow admin istrator has customized it 3 Type your login in the Username field Your user name login and password are defined in your staff account and both are case sensitive If you have a problem logging in contact your RightNow administrator Important If you log in using a staff account that is already logged in the first session will be invalidat
237. n s list of administration items Administration interface The graphical user interface that staff members use to configure manage and work with all elements of a RightNow application See also RightNow Console Administrator aA staff member who configures customizes and maintains a RightNow applica tion RIGHT NOW 244 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 A navigation set containing navigation buttons and their associated navigation lists must be assigned to the profile in order to access all RightNow functionality Advanced mode A workspace editing mode that includes controls for panels tab sets and tables which are not present in the basic mode Advanced mode also allows the definition of addi tional properties for fields and controls on the workspace Agedatabase A scheduled utility that operates on the knowledge base data to maintain dynamic answers and make searching more efficient for staff members and customers Agent A staff member in RightNow Service who may be assigned incidents and chats with cus tomers and who may also maintain contact and
238. n Procedures doc 19 50KB 06 29 2007 10 00 AM Open Download Delete Account management doc 19 50KB 06 29 2007 10 00 AM Open Download Delete Follow up letter doc 19 50KB 06 29 2007 09 53 AM Open Download Delete Global support reps doc 19 50KB 06 29 2007 10 00 AM Open Download Delete Delete Chapter 5 Figure 78 Viewing Attachments for an Organization Audit Log tab The Audit Log tab of the organization record lets you track actions taken on the organization record by all staff members it also displays any automatic changes initiated by RightNow that resulted from the application of business rules When the action was generated by the system the Who field contains Administrator You can also see who worked on the organization when it was added or updated the actions taken and descriptions of the actions For more information about the audit log refer to Audit logs on page 93 Hierarchy Contacts 3 Opportunities 2 Tasks 6 Incidents 2 33 Options v when V Who what Description A 04 06 2009 02 57 PM Edward Lang Edited From Organization Editor 06 01 2007 12 50PM admin Edited No Value 01 29 2007 08 26 AM Brent Dirkwood Edited From RightNow Analytics Report 01 22 2007 01 29PM Deleted Staff Account Edited From RightNow Analytics Report 01 17 2007 02 32 PM Brent Dirkwood Edited From Organization Editor 04 13 2006 07 16 AM Deleted Staff Account Edited From Incident Editor 04 12 2006 01 58PM Deleted
239. n Map window aa Location Map ox Mountain Springs Inc 612 East Main St Qeeeeev0d000 amp Enter your location to get driving directions Address City State o Postal Code Get Directions Figure 82 Location Map Window 3 To zoom in on the map click the Zoom In button at the right of the row of buttons below the map or select one of the buttons between the Zoom Out and Zoom In but tons 4 To zoom out on the map click the Zoom Out button at the left of the row of buttons or select one of the buttons between the Zoom Out and Zoom In buttons 5 Type the starting address in the Address City and Postal Code fields 6 Click the State drop down menu and select the state of the starting address 7 Click the Get Directions button to display driving directions along with the map on the Location Map window Chapter 5 Accessing maps and driving directions 173 a Location Map Download to Palm E Mail Depart S 11th Ave Arrive Us Hwy 191 E Main St Driving distance 1 5 mile s Driving time 2 minute Mountain Springs Inc 612 East Main St W S t 3 tnd bal A H A OO South 11th Bozeman Montana 59715 1 n yg QOeee0008808080 8 Zoom To Directions Q Print Format Text only z T Go North on 5 11 Ave Drive 0 4 mile s lt 1 minute 2 Go East on Us Hwy 191 W Main St Drive 1 1 mile s 1 minute
240. n this view Comment S MIME Sign Do not encrypt x Figure 35 Forwarding an Incident 2 Enter field information described in Table 16 Field Button Table 16 Forward Window Description 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 yout selections After selecting the recipient click the OK button on the Select Names window For more information refer to Selecting recipients on page 89 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 the Cc button Note All recipients will be able to see the email addresses in the Cc field RIGHT NOW 88 Chapter 3 Common Functionality Table 16 Forward 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 subject for the incident opportunity or task appears in this field you can edit it if necessary Send Contact Information Select this check box to send the primary contact information with the record The information that is sent includes the contact
241. n to remove the item from the Recent Items list Chapter 2 Working on the navigation pane 33 Changing the appearance of navigation buttons While you must have permission in your profile to change what appears in your navigation lists you do not need a profile permission to change how the navigation buttons appear and in what order Answers d a SEs z Collapse navigation Answers Default pane Hot Answers J Information Gaps Customize List Recent Items Quick Search za Answer Quick Search a Slider bar ae Search R Customize List sustomize CISL 7 Tasks I I Navigation buttons D Communication Center I I I 85 Contacts Configure buttons e Organizations Figure 7 Navigation Buttons on the Navigation Pane All of the buttons in your navigation set are displayed on the bottom of the navigation pane You can remove the large buttons which contain button names and replace them with small buttons which take up less space Only the size of the buttons changes not the functionality To remove the large buttons point to the slider bar and drag the bar down when the pointer becomes a double headed arrow RIGHT NOW 34 Getting Started Figure 8 shows the navigation pane with the large buttons removed Answers Answer Items N Answers Default Hot Answers Information Gaps Customize List
242. naires and invitation messages in HTML with out previous HTML experience iKnow RightNow s intuitive knowledge founda tion that incorporates the self learning knowledge base customer data and analytics to respond in an intuitive intelligent manner when interacting with customers and staff members See also Self learning knowledge base IMP import file A data file with an extension of zmp that is used by the Kimport utility to map values in the CSV file to columns in the RightNow database 299 In Meeting One of the default chat agent sta tuses This status indicates that the agent is in a meeting and is unavailable to chat The In Meeting chat agent status has an Unavailable status type Inactive One of the default opportunity statuses and status types An opportunity with the Inactive status is no longer being pursued but could be acti vated at a later date Inbox An agent s personal queue consisting of all the incidents that have been assigned to the agent Inbox limit The maximum number of incidents in an agent s inbox that cannot be exceeded when pulling from a queue The inbox limit 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 chat session site or answer feedback or from an external source using the API Inci dents can also be added by agents when they work with customers
243. names you selected appear in the To field of the Send Notification window 5 Type your message in the Message field of the Send Notification window 6 Click the Send Message button to send the message Tip You can also type the first few letters of the name you want to send the notifica tion to in the To field of the Send Notification window If only one staff mem ber s name begins with those letters the field is automatically populated when you move to the Message field If multiple staff members names begin with the same letters you can select the one you want from the Check Names window that opens when you move to the Message field Chapter 7 CTI 199 RightNow s computer telephony integration CTT enables RightNow to be integrated with your organization s telephone system When you answer a call CTI performs a screen pop of a report and displays information such as incidents opportunities and contact records to assist you in answering the caller s question CTI also allows you to consult other agents ini tiate conference calls and transfer calls and provides soft phone functions from your work station In this chapter e Getting started Contains instructions for logging in to CTI Refer to page 200 e Accessing CTI functions Contains a description of the three methods of accessing CTI con trols and soft phone functions Refer to page 203 e Managing calls Contains procedures for performing soft phon
244. ncidents and can also be used as the response requirement for SLAs that do not have customized response requirements See also SLA and Response interval Deliverability The degree to which an email message aligns with industry accepted practices to ensure delivery to an intended recipient Emails with low deliverability are often blocked by ISPs and spam filters Deploy To promote compile and optimize all the customer portal pages from the development folder where they are created and tested into the production folder where they become publicly available on an organization s web site 251 Design space The section of the workspace designer where fields and controls are added edited moved and removed to create a work space Desktop workflow A sequence of workspaces scripts decisions and actions presented to staff members as a dynamic interface to support com plex business processes Dialed number identification service DNIS A service that identifies the telephone number that the caller dialed This is useful if sev eral telephone numbers are redirected to a single destination number Disconnected access The mode in which RightNow Sales functions when an Internet con nection is not present When an Internet connec tion is not present RightNow Sales communicates with the offline local database Also called offline mode Display position The position where a new answer appears on the Find Answe
245. nd custom billable tasks can be added Block quotes A symbol or HTML tag that des ignates a section of text that is not part of the most current email reply such as previous entries in the email conversation See also Checksum and Techmail Boolean searching A knowledge base search that allows customers to connect multiple key words using amp AND and OR operators Bounced email Email that is undeliverable Email can be bounced when email accounts are not functioning properly or are full at the time the mailing is sent RightNow Marketing and 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 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
246. nd select Open The incident opens in a separate window 4 Click the incident s Contacts tab 5 On the incidents Contacts tab click the Add button and select Add Existing The Contact Search window opens 6 Search for a contact on the Contact Search window using the procedure described in To search for a contact from an open record on page 79 The contact you select appears on the Contacts tab of the incident Important If a contact is added to an incident using the Search button next to the Contact field of the incident the existing primary contact is automatically removed from the incident and replaced with the new primary contact 7 Select the radio button under the Primary column for the contact you added This makes the new contact the primary contact for the incident 8 Click the OK button to close the incident 9 Repeat steps 3 through 8 for every incident you want to associate with a different contact 10 Click the Save and Close button to save the changes The incidents you reassociated no longer appear on the Incidents tab of the contact Now you can delete the contact that was originally the primary contact Reassociating opportunities with a different contact 149 Reassociating opportunities with a different contact Clicking the Opportunities tab on an open contact displays the opportunities associated with the contact If no opportunities are listed you can safely delete the contact without deleting any oppor
247. ndi 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 Leaf level A level of product category or dispo sition that does not contain any sub levels Learned link Related answers that have a learned relationship as a result of customer activity Live Help A link on the Support Home page that customers can click to submit a request to chat with a RightNow Chat agent RIGHT NOW 258 Live Media bar tThe toolbar that displays when RightNow Chat CTI customer telephony integra tion or both are enabled The Live Media bar allows agents to log in log out set their status or mode and manage chats or calls Local settings The interface defaults in RightNow that control how and what information displays on the navigation pane and the content pane the interface color and tint toast notifica tions and report appearance including display and data settings and column formatting
248. ne A RightNow Wireless igrating to Customer Porta Service i m Admins Admins amp Staff gt amp Staff Sales Administrator i Analytics Manual and User Manual BEE Galea Processes Analytics Explorers Quote Templates Report Management Disconnected Access Configuration ee E RightNow Opportunities RightNow pahta Quotes Sales Disconnected Access Y Analytics Enterprise Analytics g D a D Staff Members Staff Members Marketing User Manual Feedback User Manual Marketing Explorers Feedback Explorers p 7 i Audiences Audiences Content Library Content Library RightNow Mailings RightNow Questions i Campaigns Surveys Marketing Feedback q A x eeoa www rightnow com NOW RightNow August 09 User Manual August 21 2009 RIGHT NOW Documentation This documentation is 1998 2009 RightNow Technologies Inc The documentation is pro vided under license and is subject to change from time to time by RightNow in its absolute discretion Software Code Except as provided hereafter the software code is 1997 2009 RightNow Technologies Inc The software may be covered by one or mote of the following patents issued by the United States Patent and Trademark Office patent numbers 6 665 655 6 434 550 6 842 748 6 850 949 6 985 893 6 141 658 6 182 059 6 278 996 6 411 947 6 438 547 and D454 139 or by the following patent issued by the United Kingdom Patent Office pa
249. ng Activity 0 p 070413 000004 al 060905 000237 New gt Open LP Copy J Delete Gey Print C3 Forward WW Reject lt 3 Options Mountain Springs Inc junk Opportunity Name Assigned Status Stage Rep Forecast Manager Value Date Updated Action Cell phone order JR Sanchez Active No Yalue 6 200 00 09 12 2008 12 53 PM Open Delete Print Quick Search Answer Quick Search Answer ID Customize List LB 7S WOQa Logged in as Faith Carson Editing 2 objects FJOnline 100 y D Figure 29 Searching for an Answer Using Quick Search 2 Type the answer ID and click the Search button The answer opens on the content pane Note Since the answer ID must match exactly only one answer can match the answer ID you type However other search fields allow you to enter just the first few characters of the search term returning all records that match your partial search criteria on the content pane where you can select the record you want RIGHT NOW 78 Common Functionality Predefined Quick Search reports The fields that display when you change Quick Search reports are unique to the type of record or file you are searching for Table 15 lists the fields available in each predefined Quick Search report Keep in mind that your list of Quick Search reports may be different from the reports described here Chapter 3 Table 15 Search Fields for Predefined Qu
250. nization when you want to provide information for other staff members Notes are not visible to customers Click the Note Channel but ton next to Organization Note on the subheading of the Notes tab to select the channel through which you gained the information you are adding to the note besides selecting no channel options include phone fax post web form and email To associate tasks with the organization click the Tasks tab where you can add edit copy delete print and forward tasks associated with the organization and mark them complete For information about working on tasks refer to Chapter 6 Tasks on page 177 To associate the organization with a new incident click the Incidents tab click the New button and complete the incident fields For information about adding an incident refer to the RaghtNow Service User Manual To define the organization in terms of its parent or subsidiary divisions click the Hierar chy tab Refer to Creating and editing organization hierarchies on page 168 To attach files to the organization record click the Attachments tab Refer to Attaching files to records on page 102 10 To view the audit log for the organization click the Audit Log tab Refer to Audit logs on page 93 11 To add a flag to the organization click the area next to the white flag at the top of the con tent pane For information about adding a flag to a record refer to Flaggin
251. ns accessing 171 downloading to Palm device 174 emailing 175 printing 175 email appending Outlook integration 228 Outlook integration 227 sync options Outlook integration 220 Email Directions window field descriptions 175 emotive rating see SmartSense exact search searching 72 explorers address bar 63 display states advanced search 55 folders off 52 folders on 51 seatch on 52 overview 49 ribbon 60 selecting actions from search results 54 from the list 58 from the ribbon 60 from the tree 57 shortcut keys 237 F file attachment answers 103 File Search window field descriptions 107 files attaching to records 102 attachment properties 108 browsing for 106 searching for 107 Find window 30 flags records 97 RIGHT NOW 280 folders explorers adding from the list 59 changing from the address bar 63 displaying 51 reordering items and folders 59 turning folders off and on 52 navigation lists reordering items and folders 28 31 Forward window field descriptions 87 forwarding multiple records 114 recotds 86 selecting recipients 89 H hanging up calls in CTI 206 hierarchies adding organizations to existing organizations 169 new organizations 168 caution when editing 168 editing 170 organizations impact of deleting organizations 170 ovetview 168 removing 170 printing 170 Hierarchy tab 165 168 incidents assigning 96 attaching files 102 audit log 93 copying 91 file attachments 103 flags 97
252. ns and staff member notes about the incident which are not visible to customers The incident thread lists activity in chronological otder and can be filtered by thread type Indexing A process in which the text of an answer or incident is stemmed and indexed into keywords and phrases These keywords and phrases are used to build the answer and incident phrases tables that are used during text searching When an answer is added or updated the Key words Summary Question and Answer fields are stemmed and indexed to create one two and three 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 rules in the initial state transition the object to a function or different state the rules engine stops after all the rules in the initial state have been processed See also Rule state Inline A method of displaying output defini tions and filter definitions as lines of text in the re
253. nt The associated answer or document will always be displayed to customers when the topic word is included in their search text 273 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 Transactional 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 A feature in RightNow Chat that enables an agent to transfer a customer to another agent during a chat session Trending A method of predicting a trend for a specified date range in the future based on a report s current data Trending periods are defined when creating or editing a custom report and can be included in standard reports Unqualified One of the default chat agent sta tuses This status indicates that the agent is not available to chat The Unqualified chat agent
254. nt Orgs section of the Organization Search window also displays a list of recently opened organizations you can select 3 Click the drop down menu for State and select any or all of the following options Select All Service State Marketing State and Sales State 4 Click the Search button The organizations that match the search criteria are returned on the Organization Search window Note If no organizations match the search criteria you entered click the New Organi zation button at the bottom left of the window The New Organization window opens and is populated with your search term for the organization name RIGHT NOW 82 Common Functionality 5 Select the organization you want to associate with the contact record and click the Select button The Organization Search window closes and the organization appears in the Orga nization field Note This procedure also applies when you want to search for and associate an orga nization on the New Contact window opened from the Contacts tab of an inci dent opportunity task or contact list To search for a task trom an open record 1 On an open record click the Tasks tab 2 Click the Add button and select Add Existing The Task Search window opens fd Task Search Task Name Name Assigned Reference Full Name Organization Name Answer ID Action Recent Tasks Name Thank you note Scope and Resources Manager Forecast Follow up on lead Follow up on lead
255. ntact no longer appears on the opportunity s Contacts tab Delete the contact The opportunity is not deleted but the contact no longer appears on the No opportunity s Contacts tab Is the opportunity associated with an organization Delete the contact Since the opportunity has no organization association you must select a primary contact the next time you edit the opportunity Figure 57 Results of Deleting Contacts Associated with Incidents and Opportunities Standard workspace for contacts 129 Standard workspace for contacts RightNow provides a standard workspace for working with contacts The workspace defines which fields are available what buttons are displayed on the ribbon and how the information is organized on the content pane Figure 58 is an example of a standard contact workspace L a K j New Contact global_92_cfm RightNow CRM x Home b QOt x HH Doe Bs Fae Save Save amp New Refresh Appointment Reset Spell Links Info Close A Delete password Check a Save Actions Proofing Links and Info Contacts BZNew Contact 7 Contact Items z F Q Contact Search First Name State z Contacts Customize List Last Name Organization Q Recent Items Service Marketing Sales gt gt Email lz E3 Salesperson No Value M Logicorpora Germany B Robert Moore Office Phone lz Title K Dencoak Investments
256. number of incidents to be retrieved from the queue at one time when an agent pulls incidents Question The main element in a survey Text choice and matrix question types can be created Questions can be used in multiple surveys mixing and matching as necessary See Text question Choice question and Matrix question Questionnaite The complete set of questions and all the pages in a survey Using the HTML edi 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 survey Queue See Incident queue and Chat session queue RIGHT NOW 264 Queued report A report that has been manually or automatically scheduled to run in the back ground after the report s search criteria is entered When a queued report has been generated a toast notification displays with a link to open the report Quick Access toolbar One or more buttons used as shortcuts to commands on the ribbon The initial set of buttons on the Quick Access toolbar is specified by what is displayed on the content pane but staff members can customize the toolbar to add frequently used buttons By default the Quick Access toolbar appears above the ribbon Quick Search A component in RightNow used to search for records and files when only limited information is known Quick Search can be used to search the knowledge b
257. o CTI Communications Center Home overview 203 completing tasks 192 complex expression searching 72 computer telephony integration see CTI conference calls in CTI 209 RIGHT NOW 278 consulting on calls in CTI 208 contact lists audit log 93 contact roles setting 147 Contact Search window 79 contacts contacts continued searching 70 from an open record 79 using Quick Search 76 sharing Outlook integration 223 adding on New Contact window 134 to organizations 161 assigning 96 associating changing associations 126 removing associations 142 with incidents 142 with opportunities 142 with organizations 139 attaching files 102 audit log 93 146 Click to Dial 210 contact roles 147 copying 91 deleting 127 147 driving directions 171 editing 147 flags 97 maps 171 multi editing 112 organization associations 126 Outlook integration 222 ovetview 126 printing 93 reassociating 148 recotd tabs Attachments tab 146 Audit Log tab 146 Incidents tab 144 Marketing Activity tab 145 Notes tab 144 Opportunities tab 143 Surveys tab 145 Tasks tab 144 removing contact associations 142 from organizations 167 rules activation when saving 130 Salesperson field 96 searching 70 from a report 71 SLAs 152 state 136 sync options Outlook integration 217 workspace elements fields 131 ovetview 129 recotd tabs 131 ribbon 130 Contacts tab organizations 162 overview 132 toolbar 132 content pane customization options 44
258. ociated with the selected product for staff members working with incidents and custom ers searching on the customer portal Professional Services 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 a default navigation set and report access Promotion A specific message for example a discount renewal notice or announcement deliv ered to a specific group of 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 Propose answer A function for proposing that an incident s solution be added to the answers available to customers The proposed answer is reviewed by the knowledge engineer who deter mines if it should be made public and if so its access level status language and visibility Proposed One of the default answer statuses This
259. of the Sync Settings window If you selected all record types you can append the email to the con tact record organization opportunities and incidents associated with the address of the selected email If you did not select all record types only those you selected will appear when you click the Sync Email button Refer to To select email sync options on page 220 You can select an email from your inbox or other email folder and click the Sync Email but ton on the Outlook toolbar Or with an open email either one you are creating or one you are replying to or forwarding you can click the Send Syne Email button on the Add Ins tab of the message ribbon RIGHT NOW 228 Outlook Integration Clicking either Sync Email or Send Sync Email queries the RightNow knowledge base to find contacts associated with the email addresses in the From To and Cc fields of the message the organizations opportunities and incidents associated with contacts are also found A list of matching records is displayed and you can select the records you want the text of the email appended to The email text is added to the Notes tab of contacts organizations and oppor tunities it is added as a private note on the Messages tab of incidents Note If the email includes attachments you can select the attachments you want to include with the email and they will appear on the Attachments tab of the selected record For example if you select an atta
260. of the appointment e Due date e Planned completion date e Completed date e Percentage complete e Notes To add an Outlook appointment 1 Ona list of records right click the contact incident opportunity organization or task that you want to create an appointment for and select Open gt Record Type The record opens on the content pane 2 Click the Appointment button to open the Appointment window The available record information is displayed in the appointment Da HOU as James Earl Appointment me Cia Appointment Insert Format Text Add Ins 7 89 G Calendar iE SoS Ei show As i Busy X D l a md Private Re qa X Delete i High Importance Save amp Invite t Scheduling id Reminder 15 minutes Recurrence Time Categorize Spelling Close Attendees a Forward i Low Importance Actions Show Options l Proofing EM Subject James Earl i Location v Start time Wed 4 9 2008 10 00 am v Dall day event Endtime Wed 4 9 2008 v io30am w ii james Earl Title Senior Vice President Email jearl brindell example com Ph Office 406 123 4567 Address 789 Main Street Bozeman 59715 Banner Customer considering five year contract Notes Out of the country until April 15 Figure 55 Adding an Outlook Appointment for a Contact RIGHT NOW 124 Common Functionality 3 To add or edit any of the appointment information type the
261. of the calendar to change the month if necessary before selecting the date 4 To specify a text filter type text in the field You can use an asterisk as a wildcard in your search term RIGHT NOW 72 Common Functionality a When you are searching for answers you can use the search text type fields Phrases Similar Phrases Exact Search Complex Expression or Answer ID Enter field infor mation described in Table 13 to search on text fields Note All search types look for different word forms such as singular plural or differ ent verb tenses For example searching for reflect will find answers that contain reflection reflections reflected reflecting or reflects All search types use the logical operators AND and NOT Insert before a word to find answers that must include the word insert before a word to exclude answers containing that word For a list of special characters that can be used for searching refer to Using special characters when search ing on page 74 The answer s Summary Question Answer and Keywords fields are searched for matching terms Table 13 Answer Text Field Search Options Field Description Phrases Select this search technique to search for answers containing the words in the phrase or question you type Multi word phrases usu ally produce better search results Similar Phrases Select this search technique to search for answers that contain the word
262. olders See Working with explorers on page 49 e Notifications Access your notifications when there is a change in the status of your incidents and answers in RightNow Service mailings and campaigns in RightNow Marketing or opportunities in RightNow Sales You will also receive a notification when you are assigned a new incident answer or opportunity See Opening your noti fications on page 194 e Search results Access items and records from a standard search or a Quick Search The Quick Search menu is one of the default sections that displays on the navigation ane no matter which navigation button you click See Searching for records on page p 8 y 8 pag 70 To change the way information displays on the content pane see Changing view options on page 43 ging RightNow CRM options To help you get the most out of RightNow functionality and work more efficiently you may want to customize certain areas of the interface based on what works best for you You can change settings specific to your staff account that will be reflected when you add certain records to the knowledge base change your password as necessary and customize the naviga tion pane and content pane display To access RightNow CRM options Click the Application button and then click the RightNow CRM Options button on the bot tom of the application menu The RightNow CRM Options window opens RightNow CRM Options Changing RightN
263. omer Portal Dashboard Any combination of individual reports shown together in one report Dashboards enable staff members to search for and view a wide range of data from different reports without open ing each report individually Data dictionary A list of all the available tables and fields from the database that can be used in custom reports Functions output variables and computed fields can also be selected from the data dictionary Data mining The exploration and analysis of large quantities of data to discover meaningful pat terns and rules Data mining 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 and RightNow Feedback will have access to and what filters will be used to determine the final data set Data type A set of data having predefined char acteristics such as strings integers or dates Each column in a database table is assigned a data type Data type also refers to the type of custom field specified when adding staff account organization contact sales products incident answer opportu nity sales quotes and tasks custom fields Data types consist of menu radio integer date date time text field and text area fields Database tThe tables and
264. on The Share Task window opens confirming that the task from Outlook has been synchronized with RightNow Share Task This Task record from Outlook has been synchronized to RightNow CRM Tpasansnsnsnsnsnansnsosssssassnsnsnsnssansnsnsaan Task Synchronized Figure 114 Share Task Window RIGHT NOW 226 Outlook Integration 2 Click the OK button to close the Share Task window The RightNow application now contains the task you shared from Outlook To share all tasks between Outlook and RightNow 1 From Outlook click the Syne All Tasks button A Synchronization Succeeded message displays the total number of tasks that were syn chronized between Outlook and RightNow 2 Click the OK button The Sync All Tasks window opens confirming the number of tasks that were synchronized between Outlook and RightNow Sync All Tasks The list below shows all the Task records from Outlook have been synchronized to RightNow CRM 1 Tasks Updated From Outlook O Tasks Created From Outlook O Tasks Updated From Server O Tasks Created From Server Figure 115 Sync All Tasks Window Tip To view details about the individual tasks that were synchronized click the plus sion next to the group of tasks you want to view 3 Click the OK button to close the Sync All Tasks window Chapter 9 Using email integration 227 Using email integration The fol
265. on and take the actions you need After you have opened Chapter 3 Opening records 85 a record you can begin working with it Using the Incidents navigation list as an example this section shows you how to open an incident The procedure is the same for all other record types answers contacts opportunities organizations and tasks To open an incident for editing 1 Click the Incidents button on the navigation pane 2 Double click an incidents report The report opens on the content pane Tip The default setting in RightNow requires that you double click an item to open it However you can change the default so that items open with a single click Refer to Table 8 on page 46 for a description of this option r Figure 34 Content Pane Displaying an Incidents Report C Incidents global_95_cfm RightNow CRM m e i Home Display Page Setup Qx f A T A T Print Koes Fill Inbox Q Q X G zbSort E2 Forward Li Copy a Rollups H3 Default Settings Open New f i il Contac Sear Refre Reset Auto Export et P S QAssion C2 Forward Incident Email Contact Fitter BiSlice p f Definition Record J Data Set Analyze Report Incidents Q Incidents a gt Incident Items 2 All Incidents EE Incident Activity Subject Status Full Name Queue Date Last Updated Reference 2 eer a Fiata I need help switching my contract Unresolved Ray Kizer International 04 06 2009 03 03 PM 07
266. on date the staff member assigned to the task and priority You can open copy delete print and forward any task and mark tasks complete by clicking a button on the tab s toolbar or by right clicking the task and making your selec tion Opportunities 3 Notes Tasks 20 Incidents 1 Surveys 0 Marketing Activity 9 L Attachments Audit Log e Add id gt Open Ly Copy x Delete Print 2 Forward z Complete Name Due Date Completed Assigned Priority Action A Timeline and Budget 04 15 2006 12 52 PM 04 18 2006 12 52 PM Brent Dirkwood Open Delete Print Complete Define Competitors 04 15 2006 12 52 PM 04 17 2006 12 52 PM Brent Dirkwood Open Delete Print Complete BATNA Defined 04 15 2006 12 52 PM 04 16 2006 12 52 PM Brent Dirkwood Open Delete Print Complete Exec Level Call 04 15 2006 12 52 PM 04 17 2006 12 52 PM Brent Dirkwood Open Delete Print Complete Follow up on lead 04 16 2006 12 52 PM 04 17 2006 12 52 PM Brent Dirkwood Open Delete Print Complete Account Strategy 04 16 2006 12 52 PM 04 17 2006 12 52 PM Brent Dirkwood Open Delete Print Complete Decision Process 04 16 2006 12 52 PM 04 16 2006 12 52 PM Brent Dirkwood Open Delete Print Complete Scope and Resources 04 16 2006 12 52 PM 04 16 2006 12 52 PM Brent Dirkwood Open Delete Print Complete a Figure 66 Viewing Tasks for a Contact Incidents tab Clicking the Incidents tab on a contact displays all incidents associated
267. on on the Home tab of the ribbon A Search window opens displaying the search filters that are available for that report Each report uses the filters specified in the report definition Figure 27 displays the Search window for an answers report Search Filters Language ccess Level v Select All Select All v English US No Value User Access Platinum Gold Silver Status signed V Select All V Select All Public No Value Private Proposed Review lt K K 4 Logged In V Abby Parker admin Allen Farber Phrases Similar Phrases Exact Search Complex Expression Answer ID Limit and Order Fi Per Page Order by Weight Desc Answer ID Asc Save as Defaults Restore Defaults Figure 27 Answer Search Window Tip The Search window can be resized to display all of the filters available for a given report The size of the Search window will be retained until you click the Reset button which will set the Search window to its default size 2 To specify a filter that has a check box for example Access Level in Figure 27 select the check box next to each filter you want to use in your search or clear the check box for those you do not want to use 3 To specify a date filter click the calendar button in the field to display the current month s calendar Then select the date Use the arrows at the top
268. on 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 are automatically defined through cus tomer activity Answer status A method of controlling the visi bility of an answer The default answer statuses are Public Private Proposed and Review and custom answer statuses can be added 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 are displayed to customers Answer types include HTML URL and file attachment See File attachment answer HTML answer and URL answer Answet update notification A way for custom ers to sign up to be notified whenever a particular answer is updated Customers can also sign u
269. ons When you know that a contact you are adding belongs to an organization that is already in the knowledge base you should associate the contact with the organization If the organization is not yet in the knowledge base you can enter organization information for the contact to cre ate an association between the two types of records You can associate a contact with an organization at any time For example you can associate a contact with an organization when you add the contact Or you can edit the contact later to add the organization association The procedure for associating a contact with an organiza tion is the same whether or not the contact is currently associated with another organization Important If you change a contact s organization association you also change the organiza tion association for all incidents for which the contact is the primary contact However the organization association for the contact s opportunities do not change when you change the contact s organization association To associate a contact with an organization 1 Right click a contact on the content pane and select Open gt Contact The contact record opens If the contact is associated with an organization the organization name appears in the record Or Click the Application button and select Contact The content pane displays the contact workspace RIGHT NOW 140 Contacts e Contacts BE Caroline Aaron Firs
270. ontact button for contact lists and select Add Existing Or If you are working on a task click the Search button to the right of the Contact field You can also use this step when working on incidents and opportunities Contact Search Contact LastName Contact FirstName Phone Postal Code Organization CRM State All v Last Name First Name Office Phone Email Address Organization Name Postal Code Action Recent Contacts A a Vv Action aaron benavide No Yalue Mancoratign Investment Print Full Name Email Address Title Organization Aaron Benavidez New Contact Figure 30 Searching for a Contact from an Incident RIGHT NOW 80 Common Functionality 2 Type an entry in any of the available fields Contact Last Name Contact First Name Phone Email Postal Code and Organization You may enter the entire value or just the first few characters Tip The Recent Contacts section of the Contact Search window also displays a list of recently opened contacts you can select 3 Click the drop down menu for CRM State and select any or all of the following options Select All Service State Marketing State and Sales State 4 Click the Search button The contacts that match the search criteria are returned on the Contact Search window Note If no contacts match the search criteria you entered click the New Contact but ton at the bottom left of the window The New Cont
271. ontent pane that you want to forward 3 Click the Forward button on the report ribbon 4 Follow the procedure for forwarding single records as described in To forward a record on page 86 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 associated incident Recipients receive individual emails for each incident you forward if an incident has file attachments and you selected the check boxes for those attachments the forwarded incident contains the attachments Chapter 3 Creating and using work groups 115 Creating and using work groups This section uses incidents to demonstrate the concept of work groups but work groups apply to other records and components including answers campaigns contacts contact lists documents mailings opportunities organizations surveys and tasks The standard incident workspace shown in Figure 49 allows you to edit other information associated with the incident including contacts time billed tasks and attachments Note Typically you will also have an incidents report open which you will use to open each incident For the sake of clarity in this discussion the incidents report has been closed in Figure 49 and in the remaining figures in this section to mini mize the number of content pane tabs
272. or anyone else who can be reached by telephone To consult with another agent 1 Right click the call and select Consult The Dial window opens For descriptions of fields on the Dial window refer to Table 42 on page 207 Dial Dial Line New Line Prefix SpeedDial Logged in agents Figure 105 Consulting with Another Agent Chapter 8 Initiating conference calls 209 2 Select someone from your speed dial list to consult with Or Click the Logged In Agents radio button and select the agent you want to speed dial Or Type the agent s phone number in the Dial field 3 Click the Send button This will put the active call on hold and call the selected agent After the agent answers the Transfer and Conference options will be available when right clicking on this call in the call grid The call status will also be set to Consult in the call grid If the consulting agent hangs up the consult will automatically end but the contact will remain on hold until you retrieve the call 4 To retrieve a call with a Hold status right click the call and select Retrieve 5 To hang up right click the consulting call and select Hang Up Initiating conference calls CTI enables you to conference in a consulting agent allowing multiple agents to talk to the contact This feature helps you more quickly resolve customer questions by allowing the pri mary and secondary agents to speak to eac
273. ore continuing A message opens to let you know that the contact was synchronized successfully b If you have previously shared data from Outlook the Share Contact window opens to let you know that the contact was synchronized successfully Share Contact This Contact record from Outlook has been synchronized to RightNow CRM Aer resosscosevseovessseeStevevevesvseveneesevucssseseed Figure 112 Share Contact Window 3 Click the OK button to close the window The RightNow application now contains a con tact record associated with the contact you shared RIGHT NOW 224 Outlook Integration To share all contacts between Outlook and RightNow 1 From Outlook click the Sync All Contacts button A Synchronization Succeeded message lets you know that the contacts were synchronized successfully 2 Click the OK button The Sync All Contacts window opens confirming the number of contact records that were synchronized between Outlook and RightNow Sync All Contacts The list below shows all the Contact records from Outlook have been synchronized to RightNow CRM A Reece Ce aeRO EOI O Contacts Created From Outlook O Contacts Updated From Server 403 Contacts Created From Server Figure 113 Sync All Contacts Window Tip To view details about the individual contacts that were synchronized click the plus sign next to the group of contacts you want
274. orting parameter used to compare a report s time period to an iden tical length of time in the past Comparison peri ods are defined when creating or editing a custom report and can be included in standard reports Competitor aAn option for identifying other par ties pursuing the same opportunity Compile A process that runs the compiler engine to check states functions and rules within a rule base to ensure there are no errors See Rule base and Activate Completed A mailing and survey status that indicates a broadcast mailing or broadcast survey has been sent 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 tilde before a word to perform a similar phrases search on that word only Word stemming and logical operators are also supported This technique is available on the RightNow Console and the customer portal See also Word stemming and Logical operators Computed field A column whose value is derived from calculations performed on database fields Computed fields can be added to output levels in custom reports Condition tThe part of a business rule that deter mines whether an answer contact incident chat session opportunity organization target or task
275. ow CRM options 37 Personal Settings PA Change Personal Settings for RightNow CRM Password View Options Navigation Pane Add Ins Communication Center Offline Settings Notification Options Send Email Notification Send Detailed Email Notification Notify Always Display Toast Notifications Localizatons Default Country Default Currency Appearance Color Scheme Blue Tint C Show server time in the status bar Display timezone ee EE C Automatically sign out when last console is closed Local Data C Reset Local Settings C Rebuild Local Data Cache Figure 10 RightNow CRM Options Window The window is split between option categories on the left and the selected option s settings on the right By default the window opens with Personal Settings selected Depending on what is enabled and what permissions you have the options categories described in Table 4 may appear Table 4 RightNow CRM Options Window Description Option Personal Settings Description Select this option to change settings in your RightNow staff account and certain local settings See Changing your personal settings on page 38 Password Select this option to change the password you use to log in to RightNow See Changing your password on page 41 View Options Select this option to change how information displays on the con tent pane See Changing view options
276. ow that opens click the Search button and select an option from the list of displayed results d To change a text field such as the Response field on the Messages tab of the incident workspace type the new entry for the field Important If a field is required when editing a record it is also required for editing multiple records of the same type It is possible however to select a value of No Value as a valid entry on the multi edit workspace The next time you edit one of the records separately you will be required to select a value for the field 5 Click the Save and Close button to save your changes RIGHT NOW 114 Common Functionality To delete multiple records 1 Double click a report to display a list of records Caution Deleting records can affect other staff members within your organization Deleting contacts for example permanently removes not only the contacts from the knowledge base but also all incidents for which the contact is the pri mary contact opportunities may also be deleted Be sure you understand the consequences of deleting records before you do so 2 Press Ctrl while selecting each record on the content pane you want to delete 3 Click the Delete button on the report ribbon 4 Click the Yes button at the Delete message to delete the selected records To forward multiple records 1 Double click a report to display a list of records 2 Press Ctrl while selecting each record on the c
277. owse button select the folder where you want to install RightNow SmartTag and click the OK button 5 To see a list of the drives where RightNow SmartTag can be installed click the Disk Cost button Click the OK button when you are finished 6 Click the Next button to open the Confirm Installation window 7 Click the Next button to begin the installation After the installation is complete the Installation Complete window opens 8 Click the Close button to complete the installation To open an incident using RightNow Smartlag in Outlook Important After installing RightNow SmartTag you can open any incident if the incident number is preceded by the sign in an email It is important that you either press the Enter key or insert a character after the incident number for SmartTag functionality to work correctly The incident number is underlined with a dotted purple line indicating it is a smart tag 1 Mouse over the incident number smart tag in the email message The smart tag indicator appears RIGHT NOW 232 Outlook Integration Smart tag indicator Figure 118 Smart Tag Indicator 2 Click the smart tag indicator and select Open Incident within CRM Console Remove this Smart Tag Stop Recognizing 090121 000000 gt Figure 119 Smart Tag Menu Options Chapter 9 Using smart tags 233 If the RightNow Console is already open the incident is opened If the RightNow Con sole is not open when
278. p for notification whenever any answer associated with a specific product or category is updated API application program interface An inter face that allows programmers the ability to com municate with the RightNow database The API includes functionality to create update delete and retrieve answers contacts hierarchical menus inci dents opportunities organizations quotes SLA instances staff accounts and tasks Application button The button at the top left of the RightNow Console for accessing the appli cation menu 245 Application menu A list of options for working in the RightNow application including access to other areas of the product and shortcuts to adding records and items in RightNow The application menu also provides access to options for changing personal settings and password and customizing the content pane and navigation pane display Staff members can also exit their RightNow application from this menu Ask a Question A link on the Support Home page that customers can click to submit a question when they cannot find an answer in the knowledge base This component of RightNow Service is restricted and requires a customer account See Customer account AT command A Windows command used to schedule when processes including utilities are automatically run Audience All of the contacts belonging to the lists and segments associated with a mailing or sur vey See also Contact lis
279. paces WYSIWYG what you see is what you get See HTML editor RIGHT NOW 276 Index A address bar explorers 63 agent modes in CTI 202 answet ID searching 73 Answer Search window field descriptions 72 answering calls in CTI 206 answers assigning 96 attaching files 102 audit log 93 copying 91 file attachments 103 flags 97 multi editing 112 printing 93 Search window field descriptions 72 searching 70 from a report 71 from an open record 79 using Quick Search 76 appending email Outlook integration 228 Application button 19 application menu description 19 options 20 appointments Outlook adding 123 overview 121 assigning records 96 associating contacts overview 138 with incidents 142 with opportunities 142 with organizations 139 tasks with records 185 attaching files to records 102 attachment properties of file attachments 108 2 7 Attachment Properties window field descriptions 109 attachments viewing 104 Attachments tab contacts 146 organizations 166 tasks 191 toolbar 105 Audit Log tab 93 contacts 146 description 93 organizations 166 tasks 191 Automatically Sign Out check box 41 banners 97 broadcast notifications Select Names window 198 Send Notification window 197 sending 197 browsing for files to attach to records 106 C call grid 204 call toolbar 203 calling with CTI 207 campaigns audit log 93 check spelling see spell checking Click to Dial 210 see als
280. page 28 Navigation Pane Section Order and Visibility This section contains a list of all the navigation pane sections that display for each navigation button By default each navigation but ton contains Navigation List Items Recent Items and Quick Search sections Note The Custom Web Control navigation section will display in the list if your site is configured to embed a web page on the navi gation pane Selecting this check box loads the web page on the navigation pane Sections List Select a navigation button in the top section and then clear the check box next to any navigation section that you do not want to appear on the navigation pane for that button After selecting a navigation section click this button to move the selected navigation pane section up one position in the list After selecting a navigation section click this button to move the selected navigation pane section down one position in the list RIGHT NOW 48 Getting Started Table 8 Navigation Pane Settings Description Continued Field Button Recent Items Description This section contains an option for defining how many items you want in the Recent Items list Recent items are interface specific and include those records and items you have recently opened Refer to Selecting actions from the Recent Items list on page 31 for actions you can take on this list Note If you make a change to a field on the Contacts or
281. peed dial numbers Line New Line Prefix Speed Dial Logged in agents Figure 104 Dial Window 2 Enter field information described in Table 42 Table 42 Dial Window Description Field Description Dial Type the number you want to call in this field Line Click this drop down menu and select the phone line you want to place a call on Prefix Type the telephone number prefix in this field Note This field may already contain a default prefix depending on your configuration Speed Dial Select this radio button to view your speed dial entries Select the speed dial number you want to call The specified speed dial num ber will appear in the Dial field RIGHT NOW 208 CTI Table 42 Dial Window Description Continued Field Description Logged in Agents Select this radio button to view a list of all the agents logged in to RightNow Select the agent you want to call The specified agent s number will appear in the Dial field Number Pad Use the number pad to dial phone numbers The numbers will appear in the Dial field 3 Click the Send button to dial the number displayed in the Dial field Consulting on calls When you are on the phone with a contact it might be necessary to consult another agent to answer the contact s question RightNow allows you to consult with another agent from the call grid You can also consult with staff who are not logged in to CTI
282. ponse but not to the incident itself refer to the RightNow Service User Manual Viewing the attachments report The attachments report contains columns that provide information about each attachment Figure 44 shows file attachments on the Attachments tab Figure 44 Attachments Tab Refer to Table 21 for a description of the columns in the list Table 21 Attachments Report Description d Messages Contacts Details Time Billed 0 Tasks 0 Organization Session 0 L Attachments Audit Log e Add Files gt Open foal Download P Properties PK Delete 3 Options v Name Size Created Updated Descriptio Private Action verden Phones docx 9 68KB 03 25 2008 02 50 PM 03 25 2008 02 50 PM Open Download Delete Calling Plan Schedule docx 9 69KB 03 25 2008 02 49 PM 03 25 2008 02 49 PM Open Download Delete Conversa Phones docx 9 69KB 03 25 2008 02 49 PM 03 25 2008 02 49 PM Open Download Delete feature_list xls 39 50KB 08 23 2007 08 01 AM 05 03 2007 02 25 PM Open Download Delete Mundo Phones docx 9 68KB 03 25 2008 02 50 PM 03 25 2008 02 50 PM Open Download Delete org_chart ppt 1 40MB 08 23 2007 08 01 AM 03 08 2007 11 10 AM Open Download Delete Quote_20070917 doc 19 50KB 08 23 2007 08 01 AM 06 29 2007 09 53 AM Open Download Delete schema png 105 35K6 08 23 2007 08 01 AM 05 29 2007 11 31 4M Open Download Delete Survey Results 2007 doc 61 50KB 08 23 2007 08 01 4M 06 12 2007 09 15
283. port See also Output definition Inline editing A feature for editing values directly on a report without having to open each record to make changes Staff members can edit individual values in one record or select several rows to change values in multiple records Staff members must have permission in their profile to edit the specific record type and inline editing must be enabled on the report Inner join A relational database operation that selects rows from two tables on the condition that the value in the specified column of the primary table is equal to the value in the specified column of the secondary table See also Outer join Interactive voice response IVR A telephone system application that allows callers to provide information for example incident reference num bers or organization name to the system using either their voice or a touch tone keypad Interface The console windows and pages used by staff members and customers to access a 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 Interface Manager A utility for managing mul tiple interfaces using one RightNow knowledge base Invitation method A way of distributing a sur vey broadcast survey transactional survey or website link Kexport A utility for exporting eith
284. portu nities and organizations and may be available on workspaces for tasks if your RightNow administrator added it RIGHT NOW 122 Chapter 3 Common Functionality Depending on the type of record you are creating an appointment for RightNow automati cally adds record information to the Outlook appointment Table 26 lists the record informa tion that is transferred to the appointment for each type of record the table also notes the record information that becomes the subject of the appointment Table 26 Record Information Available in Appointments Record Available Information Contact e Name subject of the appointment e Title e Email e Office phone number e Address street address city and postal code e Banner text associated with the record s flag e Notes Incident e Subject subject of the appointment e Customer entry e Response e Banner text associated with the record s flag Opportunity e Opportunity name subject of the appointment e Manager estimate Manager Value e Sales rep estimate Rep Forecast e Closed value e Summary e Notes Organization e Organization name subject of the appointment e Addresses street city and postal code for each available address type e Banner text associated with the record s flag e Notes Adding Outlook appointments 123 Table 26 Record Information Available in Appointments Continued Record Available Information Task e Task name subject
285. portunities Opportunity custom fields appear when adding or editing an opportunity Opportunity status A method of tracking an opportunity s state The default opportunity sta tuses are Lead Reject Active Closed Lost Inac tive and Dead Custom statuses can also be added Opt in The explicit granting of permission by a contact to receive email communications from an organization Opt ins can be specific to certain mailing lists or applied globally across all mailing lists Opt out An explicit request by a contact to be removed from a specific mailing list or from all lists most often communicated by email or web form Also called Unsubscribe Organization Any company business unit of a large company 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 Organization custom fields appear when adding or editing an organization Organization hierarchy A feature for creating or changing the h
286. portunity organization or survey Figure 87 shows a standard Tasks tab workspace for an opportunity warming Contacts Tasks 2 Quotes 0 Attachments Audit Log e Add f open geyprint Ly copy F Delete F Complete ES Forward 3 Options Name Due Date Completed Assigned Stage Priority Action 04 25 2005 12 30 P 08 30 2005 11 00 P Edward Lan Open Delete Print Complete We need to prepare demo request 45 02 04 200505 22 A 02 06 2006 06 39 Edward Lan Open Delete Print Complete Figure 87 Tasks Tab on an Opportunity Table 35 describes the toolbar buttons on the Tasks tab the same options are available by right clicking a task Button Table 35 Tasks Tab Toolbar Description Description Click this button to display the following options Add New Select this option to open the New Task window Refer to Add ing tasks on page 182 for the procedure to complete the fields on this window Add Existing Select this option to display the Task Search window After finding and selecting a task the task is added to the task list for the record Refer to To search for a task from an open record on page 82 Click this button to open the selected task for editing Click this button to print the task Click this button to copy the task RIGHT NOW 182 Tasks Table 35 Tasks Tab Toolbar Description Continued Button Description Delete Clic
287. quote for the phones we talked about this afternoon Could give you a call at 10 30 tomorrow It should take less than ten minutes Thanks Betsy Figure 117 Email Appended as an Opportunity Note Outlook can recognize certain types of data in your email such as an address and let you per form actions on that data RightNow lets you install a smart tag that recognizes a RightNow incident reference number When you right click the reference number in an email message you can open the incident in RightNow automatically Important If you are using Outlook 2003 with Windows XP and service pack 2 or service pack 3 you must follow the instructions in Microsoft support article 884197 http support microsoft com kb 884197 for smart tags to work correctly If you are using Outlook 2007 smart tags must be enabled through Tools gt Options gt Mail Format gt Editor Options gt Proofing gt AutoCorrect Options gt Smart Tags To install RightNow Smartlag 1 Close Outlook Using smart tags 231 2 In RightNow click the Application button and select Links gt TInstall Incident Reference Number Smart Tag The RightNow SmartTag Setup Wizard opens 3 Click the Next button to open the Select Installation Folder window Tip We recommend that you install RightNow SmartTag at the default location of C Program Files RightNow Technologies Inc RightNow SmartTag 4 To install RightNow SmartTag in a different location click the Br
288. rbara Runge d 244825 i L Incident Performance 051002 000000 Prepay plan how do I switch Ray Kizer l 1077240259 i ES incidents default 051002 000006 Do you have a plan with unlimited minu Chad Hubbel d 1077154017 Customize List 051003 000020 Can I get more information on the Mun Rhonda Moreira 1077240676 Recent Items 051003 000025 I have a question about my bill Chris Seger j 1077183177 BE Jacqueline Smith 051003 000026 Caller ID is not working properly on my Chris Seger 1077261016 ps 051003 000025 051003 000027 I m concerned about the health hazards Jennifer Williams 246150 Navigation 2 051003 000048 051003 000029 The wrong phones were shipped to my Kathleen Olmos 246215 p ane Quick Search 051003 000040 Power surge when my phone was plug Rhonda Moreira 94813 i PET 051003 000042 How do I block a number Barbara Runge 244901 l 051003 000048 How do I download games Kathleen Olmos 1077195964 i Last Name 051003 000041 Where do I send my phone for warrant John Jergenson 1077214196 i 051003 000047 How do I block a number Barbara Runge 247970 f First Name 051003 000049 How do I block a number Barbara Runge 1077216844 i 051003 000051 How do I block a number Barbara Runge 1077216844 j Er 051003 000053 How do I block a number Barbara Runge 1077216844 i 051003 000057 Downloading applications to the phone Rhonda Moreira 1077175646 i 051003 000063 Prepay plan how do I switch Rhonda Moreira 248234 i 051003 000066 Why do I lose connection so
289. rds or you can add them when you work on contacts Note Because many staff members can have permission to add organizations the organization you plan to add may already be in the knowledge base To avoid duplicating organization records search the knowledge base before adding an organization to be sure it does not already exist For information about search ing refer to Searching for records on page 70 To add an organization 1 Click the Application button and select Organization The content pane displays the orga nization workspace Or Click the Search button next to the Organization field from a contact record then click the New Organization button on the Organization Search window The New Organiza tion window opens Note The New Organization window contains the same fields and tabs as the stan dard organization workspace does RIGHT NOW 158 Organizations Chapter 5 New Organization gt Organization Name Billing x State Service Marketing Sales Salesperson Faith Carson Edit Login Add Password Contacts 0 Add Full Name Email Address Opportunities 0 Tasks 0 Incidents 0 Hierarchy Attachments Audit Log Options v Organization Name Office Phone Title Action There are no items to show in this view Figure 71 Adding an Organization 2 Enter field information described in Table 31 Field Table 31 Organization
290. re not available since you cannot delete standard reports Selecting actions from the tree The primary way of moving around explorers is from the tree Table 10 describes your options and the necessary mouse action Table 10 Explorer Tree Actions To Then Change the list Select a folder in the tree to change the list of subfolders and items that appear Expand or collapse folders Right click a folder to expand or collapse all folders in the tree You can also click the plus or minus sign next to a folder to expand ot collapse a single folder Add a folder Right click a folder and select New Folder A new folder is created under the selected folder and you are given the opportunity to name it Delete a folder Caution Deleting a folder deletes all of its contents as well This action cannot be reversed Right click a folder and select Delete When you select this action you will be asked to confirm the deletion This option is not avail able when you right click a root folder Rename a folder Right click a folder and select Rename The selected folder is put into an editable state Note This option is not available when you right click a root folder RIGHT NOW 58 Getting Started To Reorganize folders Table 10 Explorer Tree Actions Continued Then Drag and drop a folder and its contents into another folder and move items from one folder to another Note Drag and drop may be re
291. re 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 275 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 See Desktop workflow Working record The record being evaluated or acted upon by a workflow element or connector For instance a workspace element can display the first or last record opened in the workflow or a record named elsewhere in the workflow Workspace The configuration of the content pane when working with answers contacts inci dents opportunities organizations and tasks when working in RightNow Chat and when work ing with quotes quote products and service opportunities Standard workspaces exist for each type of workspace and custom workspaces can be created The workspaces staff members use depend on their profile Workspace designetr The tool used to create and edit custom works
292. record 3 Click the Save and Close button to save the change to the record Editing contacts 143 Editing contacts It is highly likely you will encounter situations where you need to view or update contact information for contacts that are already in the knowledge base Depending on the permis sions set in your profile RightNow lets you view contact information edit individual and multiple contacts and delete contacts from the knowledge base Viewing contact information From an open contact record you can view all opportunities notes tasks incidents surveys marketing activity and attachments associated with the contact You can also view the audit log which lists all actions taken on the contact record by the customer staff members and through automatic system updates Opportunities tab You can see all opportunities associated with a contact when you click the Opportunities tab on the open contact The tab contains the number of opportunities associated with the con tact in parentheses next to the tab name For each opportunity the tab displays the opportu nity name the staff person it is assigned to status stage the sales representative and manager forecasts and the date it was last updated You can open copy delete print forward and reject an opportunity by clicking a button on the tab s toolbar or by right clicking the oppor tunity and making your selection Opportunites 3 Notes Tasks 0 Inci
293. relatedness those answers that appear at the top of the list are most related to the answer being viewed Relationship item A control used to create workspaces Relationship items can include lists of records as well as other information such as audit logs and file attachments Relative time The number of hours from a spe cific event or time such as two hours from the time an incident was created relative time is used in business rules and custom reports In standard reports relative time is the amount of time passed based on an organization s work hours See also Absolute time Report Any standard report custom report or list of records accessed from a navigation list on the navigation pane Standard and custom reports can also be accessed from the Reports explorer Report control A control that inserts a report into a workspace Report linking A feature in RightNow Analytics for creating links between reports Linked reports and dashboards can be seamlessly opened from other reports just as report levels can be opened from other levels in the same report Both conditional and unconditional links can be created Report schedule An option for subscribing to a standard or custom report Staff members can schedule the report to be sent to an individual staff member a group of staff members a distribution list an external email address or any combination of these options Report section A section of an
294. rganization 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 testing is available in even split and sampling modes See Even split mode and Sampling mode Mask A defined pattern that determines the for mat of information that can be typed in a field Matrix question A question type for displaying a series of survey questions in a table Matrix ques tions are useful when a group of questions can be responded to with the same set of answer choices Merge field A field that looks up contact infor mation and inserts it in the text of a document snippet or mail attributes of a mailing Merge field also refers to a database field that can be inserted in quote templates and merged with opportunity data Merge fields act as variables and are vi
295. rop down menu and select the number you want to call 3 Click the Click to Dial button to the right of the Phone drop down menu The Dial win dow opens with the number you selected displayed in the Dial field Chapter 8 Dial Line Prefix New Line Figure 106 Dial Window Ro Edward Speed Dial Logged in agents 4 Click the Send button to dial the number Click to Dial 211 RIGHT NOW 212 CTI Chapter 8 213 9 Outlook Integration Microsoft Outlook can be integrated with RightNow so you can share your contacts and tasks and synchronize your email Using Outlook integration your data will be more complete and up to date and you no longer need to switch back and forth between applications during your workday You can also create new contacts and incidents when syncing Outlook email with RightNow Outlook integration is comprised of the following components e Contact integration Lets you enter contact information one time in either RightNow or Outlook and have that information shared in both applications e Task integration Lets you enter task information one time in either application and have that information shared in both e Email integration Lets you append Outlook email including attachments to the Notes tab of existing contacts organizations opportunities and incidents in RightNow Besides being able to synchronize contacts tasks and email between Ou
296. rs and staff members A customer can add a contact record when creating an account on the RightNow Customer Portal Staff members can add contacts when working on incidents organizations opportunities tasks and contact lists they can also add them independently of other records Note Because many staff members can have permission to add contacts the contact you plan to add may already be in the knowledge base To avoid duplicating contact records search the knowledge base before adding a contact to be sure it does not already exist For information about searching refer to Searching for recotds on page 70 To add a contact 1 Click the Application button and select Contact in the Create New Item column on the right The content pane displays the standard contact workspace Or Click the Contacts tab on an open incident opportunity organization or contact list Then click the Add button and select Add New The New Contact window opens Or Right click in the Contact field of an open task and select Add New The New Contact window opens Note The New Contact window contains the same fields and tabs as the standard contact workspace does Adding contacts 135 BE New Contact F First Name State Service Marketing Sales Last Name Organization Email z J Salesperson No Value Office Phone Title Address US a Login Edit SLA Contact Type No Value m Global Optin No Value Oppor
297. rs page Options include Historical Usefulness Place at Top Middle or Bottom Fix at Top Middle or Bottom The display position is selected from the answet s Display Position drop down menu Disposition An option for classifying and recording how incidents are ultimately resolved Up to six levels of dispositions are available Distribution list A mailing list of non staff member email addresses used for scheduling reports or any mailing event Docked filter A run time selectable filter or out put variable that is added to the top of a report Docked filters let report users select different run time filter values and output variables in the report bypassing the Search window RIGHT NOW 252 Document The material used in a survey mail ing or served as a web page that can contain text snippets conditional sections based on contact fil ters merge fields links and web forms DomainKeys DK A form of email authentica tion that uses a cryptographic signature to verify that an email message originated from a specific organization DomainKeys differs from DKIM authentication primarily by the email headers used to generate the signature DomainKeys Identified Mail DKIM A form of email authentication that uses a cryptographic signature to verify that an email message originated from a specific organization DKIM differs from Domainkeys authentication primarily by the email headers used to generate the
298. rt that includes the record To print a record 1 Right click the record on a report and select Print The Print Dialog window opens Or With the record open click the Print button on the ribbon Print Dialog Joe File U How do access my voicemail How dol access my voicemail U Press the 9 key and SEND to access your voicemail Follow the instructions to enter your password and retrieve your messages Details Answer ID Date Created 12 22 2000 09 41 AM Last Updated 10 02 2007 09 44 AM Figure 38 Print Dialog Window for an Answer 2 Click File and select Print The Print window opens 3 Click the Print button to close the Print window and print the record Audit logs When you click the Audit Log tab on a record you can see if other staff members have wotked on the record You can view each action taken on the record when it was updated by whom the action they performed and a description of the action for example sending a RIGHT NOW 94 Chapter 3 Common Functionality response This information is valuable for keeping track of interactions with customers especially if more than one staff member has worked on the same record The audit log shows any automatic changes that resulted from the application of business rules or through configuration settings The audit log for incidents and contacts also shows any actions taken by the customer on the customer portal In addit
299. s Contains procedures to view contact information edit contacts and set a con tact role and reassociate incidents and opportunities with different contacts Refer to page 143 RIGHT NOW 126 Contacts Contacts overview Every customer has a contact record in the knowledge base that contains information about the customer Although this chapter focuses on contacts you must understand how contacts and organizations are associated and also how contacts are associated with incidents and opportunities An organization is any business entity that has an organization record in the knowledge base For example organizations can refer to companies divisions of companies government agencies educational institutions or nonprofit associations Contacts may or may not belong to an organization If your customers are other organiza tions you might have several contacts associated with an organization record If on the other hand your customers are individuals rather than organizations every contact record repre sents a unique customer It is also possible that you have both organizations and contacts as customers Each contact is associated with only one organization but an organization can have many contacts Each contact record displays all incidents opportunities tasks surveys marketing activity attachments and notes for the contact as well as the audit log which displays all activity for the contact record Every inc
300. s or RightNow Sales when working on an opportunity and what area of RightNow it may have been acted upon since The State field may be updated automatically and you can also update it manually Salesperson Click this drop down menu to select a salesperson assigned to the organization This field defaults to your name on the standard organization workspace Refer to Assigning records on page 95 Login Type a name in this field to designate a login for members of the organization to use when logging in to the customer portal Depending on how the customer portal was configured by your RightNow administrator this login may be required before con tacts can log in Note This field applies only to RightNow Service Password Type a passwotd in this field to assign a login password to the organization Note This field applies only to RightNow Service 3 To add contacts to the organization click the Contacts tab Refer to Adding contacts to organizations on page 161 4 To associate the organization with a new opportunity click the Opportunities tab click the New button and complete the opportunity fields For information about adding an opportunity refer to the RzghtNow Sales Administrator and User Manual RIGHT NOW 160 Chapter 5 Organizations 5 To add notes to the organization record click the Notes tab click the Add button and type your comments in the field Note Add notes to the orga
301. s 186 EDEA TE e a e E E ER EE EEA 186 Inheriting the Assigned field Valles aw e sot Sse a5 bw otis 2g 4 ae 186 Inheriting the organization and contact values 0 06 188 WOLDS WILD TASKS ante ea tte pecan tee ees eee eee ee batoeae ens 190 Miewine task Onnan miia a tude peda Molise ats ta itd ays 190 WpGatinotasks 2Gateiguotbate res aeetae hs spb eh ee eee ee hae 191 COMPENSE AAC iraa E E ET E cS mine AE EN 192 NoOUNCAODS ereed hat newb os Ae ce E ei A wos etn d OE 193 Opening yOur NOt CANONS 444 cao dudad iowa due eE et ade dan 6 194 TDESITOP AICS 2 poral Auts a trades Bae T yeaa S Hiner ales Aes E 196 Sending broadcast NOUMCANODS 53646 wnat o9 4 59 84 wale ha ala dey oe 197 Contents 5 Chapter 8 Og oh ee ee ee ee 199 e SEC oea a a a aE A tenth sepeeee es 200 Accesso CTT NOONE paa aE a e a E Cae E 201 IVC IVICMIA Da eaa kan s eaa e e a e aa e a bene A 202 Communicatons Center HOME rreri docu poensdeeet ieasdtaetaa 203 Cal TOOT 4 eau coe ohoe nee cheek ee eee ee aes bees eee een ee s 203 COW Ode sot antatese ashe teshguseueetece eta iesheneoue sees 204 PORCH PONS cutee aha ea ieeenseeterewee ae oeausee nee 205 Wana Gilles anne anes E oh8 96 006 t Coeece oe Cane nes os 206 DOE PONG MUCHOS sai aos ceed a eee ee toeees 206 PIQCM0 CAG heen shougenes Cask eees Aeeeeeeeneenas Soe oauees 207 CO A ONCANS sage euns ous cant goatee en EDE 208 laGanne coniorence calls cota ce becdaeeasiueencee ena secon tsa 209 PA
302. s fields for entering your RightNow login information User Name Type your RightNow login Password Type your RightNow password 4 Click the OK button to save your settings and close the Sync Settings window To select contact sync options 1 Click the arrow next to the Sync Email button and select Sync Settings The Sync Settings window opens 2 Click the Contact Sync tab I S Sync Settings General B Contact Sync Task Sync Email Sync Contact Sync Direction J From Server To Outlook Ba From Outlook To Server Auto Contact Sync Events Attempt Sync When Saved Bi Attempt Sync When Open A Sync On Demand Only Figure 109 Contact Syne Tab RIGHT NOW 218 Outlook Integration 3 Select from the options described in Table 44 Table 44 Contact Sync Tab Description Field Description Contact Sync Direction This section contains check boxes for selecting the direction for contact synchronization Note Selecting only one of the contact synchronization settings results in a one way synchronization From Server to Outlook Select this check box to sync contact data from RightNow to Outlook From Outlook to Server Select this check box to syne contact data from Outlook to RightNow Auto Contact Sync Events This section contains options for selecting when you want to sync contact data Attempt Sync When Select this radio button to sync contact dat
303. s in a staff mem ber s profile and which navigation or administra tion button is active RIGHT NOW 260 Navigation set Any combination of navigation lists and their associated navigation buttons Staff members are assigned a default navigation set in their profile Normalized URL A URL that has been refor matted to ensure that documents that are referred to by multiple URLs will be indexed only once Normalization may include reformatting domain names for example removing capital letters or removing query parameters Note Information that can be added to cam paigns contacts documents mailings opportuni ties organizations and surveys for internal reference Notes can also be added to incidents in the incident thread Notification A message that notifies appropri ate staff members about incidents answers mail ings campaigns opportunities and system errors Object The specific answer contact incident chat session opportunity organization target or task that is evaluated by the rules in the object s tule base See also Object class Object class A grouping of database entities including answers contacts incidents chat ses sions opportunities organizations targets and tasks for which business rules have been defined Each object class has a separate rule base for eval uating objects Offer A promotion developed by marketing per sonnel or a product suggestion generate
304. s 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 the matching answers may be separated by stopwords such as a an ot she Complex Expression Select this search technique to search for answers containing the complex expression you type This technique allows wildcard searching using an asterisk at the end of a word or partial word and a tilde before a word to perform a similar phrases search on that word only For information about special characters in a complex expression search refer to Using special characters when searching on page 74 Chapter 3 Searching for records from a report 73 Table 13 Answer Text Field Search Options Continued Field Description Answet ID Type a range of answer IDs to search for answers with answer IDs within the specified range Wildcard characters are not supported in Answer ID searching 5 To limit the number of records returned in the search select the Limit To check box and type a number in the Rows field The total number of search results is restricted to this value If the Limit To check box is cleared the search results will be unlimited 6 To limit the number of records returned per page to the number specified in the Rows field
305. s set up and you click the Sync All Contacts button all your Outlook contacts are added to RightNow and all your RightNow contacts are added to the Outlook Contacts folder After contact integration is set up on your workstation and the Contacts folder is selected your Outlook toolbar contains the buttons described in Table 47 Table 47 Outlook Buttons for Contact Integration Button Description Click this button to share the selected contact between Outlook and RightNow Refer to To share a contact between Outlook and RightNow on page 223 Click this button to sync all contacts between Outlook and RightNow Refer to To share all contacts between Outlook and RightNow on page 224 Using contact integration 223 Table 47 Outlook Buttons for Contact Integration Continued Button 2 Sync All Contacts Description Click the arrow next to the Sync All Contacts button to select one of the following contact sync options Sync All Contacts Select this option to sync all contacts between Outlook and RightNow Sync Settings Select this option to select sync options Refer to To select con tact sync options on page 217 To share a contact between Outlook and RightNow 1 From Outlook select a contact 2 Click the Share button a If you have not previously shared Outlook data you must enter your RightNow user name and password to verify your permission to do so bef
306. s the attachment properties for a file that is attached to an answet Attaching files to records 109 schema png attachment properties File Name Schema png Display Name Description C Private C Indexed Figure 47 Viewing Attachment Properties for an Answer 2 Enter field information described in Table 24 Table 24 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 customer por tal Description Type a description of the file to provide more information about it Private Select this check box to make the attachment private Note The Private check box appears only for files that are attached to answers and incidents customers do not see private attachments on the customer portal Indexed Select this check box to index the file Text contained in the attach ment will be searched when customers perform a search on the customer portal Note The Indexed check box appears only for files that are attached to answers 3 Click the OK button to close the Attachment Properties window RIGHT NOW 110 Common Functionality Updating multiple records RightNow allows you to update more than one record in a single operation instead of per forming the same action on each individual record This feature saves time when you need to
307. s the default will automatically open on the content pane when that item s navigation list displays when you log in For information about the other options available when you log in see Table 8 on page 46 Folder Select from the following actions Rename Select this action to rename a folder Remove from List Select this action to remove a folder and all of its contents from the navigation list Reordering items in navigation lists RightNow also uses common drag and drop functionality so you can reorder the items in your navigation lists You can move a folder and its contents or move an item from one folder to another You can reorder items from the navigation pane or from the Customize List win dow described in the next section Keep in mind however that you must have Customize Navigation Set permission in your profile to change the order of items in your navigation lists Customizing navigation lists While you can make some changes to your navigation lists directly from the navigation pane RightNow provides another way to fully customize your navigation lists For instance you can add any report or dashboard you have permission to run search for a report or item to add add multiple items at the same time remove items and rearrange items in your lists To add items to or remove items from a navigation list 1 Display the navigation list you want to customize Working on the navigation pane 29 2 Click Cu
308. s the procedure for sending broadcast notifications Chapter 8 CT I Contains the procedures for logging in to CTI and accessing the CTT con trols and soft phone functions This chapter also contains procedures for performing soft phone functions accessing and adding incidents and opportunities and using the one click dialing feature Chapter 9 Outlook Integration Contains the procedure for installing Outlook integra tion Also included are procedures for using contact task and email integration and installing and using the RightNow SmartTag Appendix A Shortcut Keys Contains a table of default shortcut keys in RightNow for creating new records and other items navigating the console and content pane and perform ing functions Appendix B SmartSense Emotive Rating Contains a description of RightNow s SmartSense emotive rating feature Documentation conventions Documentation conventions f 11 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 lt angle brackets gt as in http lt your_site gt custhelp com Description Indicates variable information specific to your RightNow application RightNow Common gt CTI gt General gt CTI_ENABLED Indicates the path to access a configuration setting ot message
309. s to be reviewed See also Answer status Ribbon All the tabs and buttons for taking actions and performing functions on an entire report individual records in a report or items in an explorer tree or list The buttons on each tab are grouped by related functions and each group is labeled The tabs and buttons on the ribbon change based on what is displayed on the content pane RightNow Analytics A business analytics soft ware that provides organizations with full visibility into all of their customer touch points across sales marketing service and feedback RightNow Chat A component in RightNow Service that provides customers with access to chat agents for questions and issues that require human interaction RightNow Cloud Monitor A monitoring tool for gathering and acting on information about your organization that appears on social networking ser vices such as Twitter and YouTube RIGHT NOW 266 RightNow Console The administration inter face for working in RightNow Staff members can work with records and components generate stan dard reports and create custom reports access their notifications and work in RightNow Chat from this console The RightNow administrator can also configure and customize the RightNow application from this console RightNow Customer Portal The set of pages in RightNow Service that customers use to look up answers view account information request a chat and ask quest
310. sible on the Quote Template ribbon when creating quote templates Message An email consisting of a collection of HTML text and images in a particular format Message base An editable text string that allows international language support and customi zation of headings labels buttons and other text on the administration interface and customer por tal and in email messages and notifications Message Base Editor tThe editor used for cus tomizing the message bases including all the head ings labels buttons and other text on the administration interface and customer portal Monitor A feature in RightNow Chat that allows a supervising agent to monitor the chat ses sions of other agents and to intervene when neces sary Msgtool A utility for creating a configuration report for a RightNow site or for changing config uration settings when an error has been made in one of the settings that subsequently locks staff members out of the Configuration Editor MSI Microsoft Installer An interactive utility used to install the RightNow Smart Client on staff workstations The installer can be used as an alter native to the Click Once installer for organizations that use free seating with roaming profiles require a fully automated distribution system or restrict the administrative permissions on staff worksta tions See also Click Once installer and RightNow Smart Client 299 Multi select A feature for updat
311. sions In addition to the common actions you can initiate from the ribbon or by right clicking a file you have an additional option Open Containing Folder when you right click a file returned in an explorer search Explorer display states 55 Open containing Folder Edit Open f Queue Copy Delete Rename View Definition Figure 19 Right Clicking a File Returned in a Search Select Open Containing Folder to display the folder containing the selected file This will automatically close the Find menu and put the explorer into the Folders On display state If you right click a folder returned in your search you have the following additional options Open containing Folder gt Open Folder Figure 20 Right Clicking a Folder Returned in a Search e Open Containing Folder Select this option to display the parent folder in the tree e Open Folder Select this option to display the folder in the tree Both actions close the Find menu and put the explorer into the Folders On display state Advanced search options Once you conduct a search in an explorer advanced search options are available by clicking Show Advanced Options on the bottom of the Find menu The option then changes to Hide Advanced Options You can click anywhere on the line to display the advanced options RIGHT NOW 56 Getting Started Find using Find ID values that are Less than Equal to
312. sk Note If you have selected a task type you will be required to make a selection for the associated record type The available types of records include 4 To attach files to a task click the Attachments tab and refer to Attaching files to records Opportunity Organization Contact Incident Answer Campaign Mailing Survey Document 22 on page 102 5 To set the inherit property for the Assigned Contact or Organization fields refer to Using the Inherit property for task fields on page 186 6 If you are adding the task on the New Task window instead of the content pane because you ate adding the task to a record click the OK button The window closes Important Closing the New Task window saves the task information in memory but the task is not added to the knowledge base until you save the record you added the task to 7 Click the Save and Close button on the ribbon or click the OK button on the window to save the task RIGHT NOW 186 Tasks Using the Inherit property for task fields Chapter 6 When a task is associated with a record some values for that task can be inherited from the associated record For example you might add a task and define it as an opportunity task by setting the Task Type field to Opportunities Once you have selected the opportunity you want to associate with the task you can choose to set the assigned staff member organiza tion and contact for the task to
313. ssions contact your RightNow administrator RIGHT NOW 216 Outlook Integration Selecting sync options for Outlook The following procedures describe how to select synchronization options for Outlook inte gration from the Outlook standard toolbar To select Sync Settings options 1 Open Outlook 2 Click the arrow next to the Sync Email button and select Sync Settings The Sync Settings window opens Sync Settings o ij General B Contact Sync v Task Sync Email Sync Server Information Server Name https exarnple custhelp com Interface oy ample Name Use Secure Connection O User Information User Name Password Figure 108 Sync Settings Window 3 Enter field information described in Table 43 Table 43 Sync Settings Window General Tab Description Field Description Server Information This section contains fields for entering server information For information contact your RightNow administrator These fields may already be populated with your server and interface names Server Name Type the server name of the RightNow application Interface Name Type the interface name Use Secure Connection Select this check box to use a secure connection between Outlook and RightNow Chapter 9 Selecting sync options for Outlook 217 Table 43 Sync Settings Window General Tab Description Continued Field Description User Information This section contain
314. status has an Unavailable status type Unresolved One of the default incident status types and statuses Incidents with an Unresolved status have recently entered the system either by a customer or agent RIGHT NOW 274 Unrestricted One of the default chat agent sta tuses This status indicates that there are no restric tions to the agent s availability to chat The Unrestricted chat agent status has an Available sta tus type Unspecified One of the default chat agent sta tuses This status indicates that the agent is logged out of RightNow Chat The Unspecified chat agent status has a Logged Out status type and is displayed to agents by default Unsubscribe link A link in a mailing that con tacts can click to opt out of future mailings or sur veys Updated One of the default incident statuses An incident marked Updated has been updated by a customer from My Stuff Updated incidents have an Unresolved status type URL answer A type of answer that consists of a link to an external URL The URL address and the content of the web page are displayed Utility Any of a number of programs in RightNow to help manage and configure a RightNow installation RightNow utilities include Agedatabase Bulkdel Dbaudit Dbstatus Kex port Kimport Langcvt Msetool Reportgen Techmail and Wltool Variable A temporary data item in a rule base The variable is assigned an initial value that can be modified t
315. stomize List at the end of the navigation list The Customize List window opens Customize List will not appear if you do not have Customize Navigation Set permission in your profile Customize List iJ Add to the Selected Items list by dragging one or more items from the Available Items list Selected Items can be rearranged by dragging items up or down Click Find in List or press Ctrl F to find items in the Available Items list Available Items Find in List Selected Items D Public Reports E Answers Default f Move Up P E Ge common Earner iH Feedback L Information Gaps GE Marketing i GED Sales i GED Service f T i ES Analytics Common i GES Feedback E O Marketing i GED Service i D My Reports Figure 5 Customize List Window The tree under Available Items on the left lists all the reports and components you have permission to access The tree under Selected Items on the right displays the contents of your navigation list Buttons are available for quickly making changes to your navigation lists including adding and removing items moving items up and down in the list and add ing and renaming folders Important When customizing your list of Quick Search reports the Rename and New Folder buttons do not appear because folders do not apply to Quick Search See Searching with Quick Search on page 76 for information RIGHT NOW 30 Getting Started 3 To add
316. stricted by permissions in your profile Also you cannot execute a drag and drop that would result in a folder containing more than 12 levels Selecting actions from the list The actions available when working with the list depend on the explorer and the list of items Some actions can also be initiated from the ribbon described in the next section The actions available also depend on whether you right click a subfolder or an item Table 11 describes your options from the list and the necessary mouse action To Open a subfolder Table 11 Explorer List Actions Then Right click a subfolder and select Open Folder This action causes the folder to be selected in the tree and its contents to display in the list This option is available only when you right click a folder You can also double click a folder to open it Edit an item Right click an item and select Edit This action is available only when you right click an item You can also double click the item to open it for editing Note In the Reports explorer double clicking will run the report Open an item Right click an item and select Open to view the item This action is available only when you right click an item Queue a report Right click a report and select Queue This action manually sched ules the report to run in the background Note This option is available only on the Reports explorer Copy an item Chapter 2 Right click an ite
317. t Name Carolina State Marketing Sales Last Name Aaron Organization R N Email z caroline aaron example com invalid 08121 69 Salesperson No Value l Office Phone m 555 555 5555 _ Title Chief Executive Officer Address 555 Main Street iQ Login Anytown CA 55555 US Edt SLA Contact Type No Value Global Opt in Yes Opportunites 0 Tasks 0 Incidents 0 Surveys 0 Marketing Activity 11 Attachments Aud a gt O Add New Open i Prit UA copy Fe Delete Reject Gk Forward Options Organization Opportunity Name Assigned Status Stage Rep Forecast Manager Yalue Date Updated Action There are no items to show in this view Figure 61 Associating a Contact with an Organization 2 Click the Search button to the right of the Organization field The Organization Search window opens 9 Organization Search Ey Organization Name State 4 Organization Name Action Recent Orgs x Name Action There are no items to show in this view New Organization Figure 62 Searching for an Organization Chapter 4 Associating contacts with organizations 141 3 To search by organization name type the first few characters in the Organization Name field An implied wildcard is used so all organizations that begin with the letters you type will be returned 4 To search by State select any or all of the Select All Service Stat
318. t and Segment Audit log A list of all the actions taken on a record or item in the knowledge base including who performed the action what the action was and when the action was taken Auto filter A control added to report columns used to filter report data by values in the columns Automatic call distribution ACD A tele phone switch that routes incoming telephone calls assigning them to individual extensions based on the dialed number and a set of handling rules Automatic number identification ANI A 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 RIGHT NOW 246 Backup file A file that is automatically saved each time a file is edited through the File Manager Before the file is overwritten the backup file is saved The restore function can be used to revert to the backup file Basic File Manager tThe default version of File Manager that provides access to the most com monly modified files including the files used to modify headers and footers of the email messages images in RightNow Chat wordlist files and dic tionary files See also File Manager and Expanded File Manager Billable task A way of classifying and recording the amount of time agents spend working on inci dents The default billable task is Miscellaneous a
319. t and some settings apply to the interface defaults in RightNow Staff account settings include the defaults for country time zone and currency that appear when you add certain records and defaults for receiving email notifications Any changes you make to these settings will also be made to the corresponding settings in your RightNow staff account Local settings on the other hand are the interface defaults in RightNow Local settings allow you to customize certain areas based on your personal preferences For instance if you make a change to the way information displays on the content pane from View Options that is a local setting If you change the color or tint on the interface that too is a local setting And Changing your personal settings 39 any changes you make to the navigation pane from the Navigation Pane option are local set tings Other local settings include report specific customizations such as resizing columns and changing sort order and toast notifications To change your personal settings 1 Click the Application button and then click the RightNow CRM Options button on the bottom of the application menu The RightNow CRM Options window shown in Figure 10 on page 37 opens Personal Settings is selected by default 2 Enter field information described in Table 5 Field Button Notification Options Table 5 Personal Settings Description Description This section allows you to change how you receiv
320. t to reassociate Click the Save and Close button to save the changes The opportunities you reassociated no longer appear on the Opportunities tab of the contact RIGHT NOW 150 Contacts Now you can delete the contact that was originally the primary contact If the contact you deleted belonged to an organization the opportunity remains with the organization although the reassociated contact appears on the opportunity as well Chapter 4 151 5 Organizations Just as RightNow uses contact records to provide you and other staff members with a com plete view of all activity for an individual customer it can also provide you with that level of information for an organization and all the contacts incidents opportunities and tasks asso ciated with that organization Perhaps you have multiple customers from one organization For example a sales representa tive might have an opportunity that involves engineers purchasing agents and support man agers from one organization In those situations it is vital to have a complete overview of all activity within the organization This chapter describes how you can use RightNow to accom plish this goal In this chapter e Organizations ovetview Contains an overview of organizations and how they are associated with contacts and SLAs Also describes the standard organization workspace Refer to page 152 e Adding organizations Contains procedures for adding an organization
321. tNow provides a standard workspace for working with tasks shown in Figure 86 The workspace defines which fields are available which ribbon buttons are displayed and how the information is organized on the content pane amp D H K New Task global_92_cfm RightNow CRM xX Home b Ge x LA Print ABC cH HOR 7 amp Save Save amp New Refresh Forward 5 Spell Links Info Close J Delete Check X Save Actions Proofing Links and Info Tasks Z New Task dD Tasks Items mn a Summary Attachments Audit Log E Completed No Value Survey Task Type No Value Document D Communication Center Notes LE Contacts re asemena Customize List Name Opportunity Q Recent tems R Assigned fa Faith Carson Organization Q B Lisa Jones Status Not Started Contact Q B Dax Aaron m EE Carolyn Aaron Percent Complete Incident Q CE Kimberly Davis Priority No Value Answer Q B Christopher Anderson Phone orders March 2009 Due Date No Value Campaign Q PS Phone orders February 2009 Phone orders January 2009 Planned Completion No Value Mailing Q B Caroline Aaron Iv Q Logged in as Faith Carson Ay Online 100 Figure 86 Standard Task 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
322. tandard contacts 129 organizations 153 tasks 178 tab order 84 RIGHT NOW 286
323. te thread When you click the arrow next to Attachments the attachments that were added to that thread are displayed as shown in Figure 43 Messages Contacts Details Time Billed 0 Tasks 0 Organization Session 0 E Attachments Audit Log Smartassistant QQ Search Knowledgebase Standard Text AF E Undock add v view All Sort Date Descending Response Attachments 2 Faith Carson 09 19 2008 04 07 Pm Here are maps for the northeast and northwest regions Let me know if can be of further help northwest_service_area_map pdf northeast_service_area_map pdf Faith Carson Customer Support Customer Entry By Phone Qa Faith Carson 09 19 2008 04 06 PM Thanks would like a little more detail I m in the northern part of area code 406 Thanks Response so CG Attachments 1 Faith Carson 09 19 2008 04 05 PM Dear Sarah l m attaching a service area map for your use If you d like more detailed maps just let me know what area you d like me to send Thanks for contacting Global Wireless lt Figure 43 Attachments on an Incident Thread Tip You can drag file attachments from Outlook and drop them onto the Attach ments tab of any incident answer opportunity contact organization or task in RightNow Answer file attachments Files that are attached to answers are not the same as file attachment answers A file that is attached to an answer appears as an attachment w
324. telephone number Status This column displays the status of the call for example ringing hold consult or active or the status of the related activity for example open The call grid also enables you to act on displayed calls by right clicking on the call row You can consult with another agent initiate a conference call transfer a call end a call place a call on hold or retrieve a call that is in the Hold status For more information about managing calls refer to Managing calls on page 206 Popped reports When your staff profile is configured to pop a report when you receive a call the popped report will look similar to the report if it were opened from the RightNow Console All reports that are popped due to a call will pop as a new window on the RightNow Console For more information about popped reports refer to the RzghtNow Administrator Manual RIGHT NOW 206 CTI Managing calls Although you can access soft phone functions from the Live Media bar right click function ality on the Communications Center Home call grid provides the same soft phone functions and is the area that you will use most often Therefore the Communications Center Home is shown when describing call management functions and procedures in the following sections Soft phone functions Performing soft phone functions from the call grid on the Communications Center Home allows you to complete many phone related tasks from your
325. tent number GB239791 Other patents are also pending Trademarks The following are trademarks of RightNow Technologies Inc RightNow Multiview Technology ProServices RightFit RightNow Live Locator SmartConversion SmartSense RightNow Outbound RightNow Service RightNow Metrics RightNow Marketing RightNow Sales RightNow Voice RightPractices RightStart SmartAssistant SmartAttribute Technology Talk RightNow Proactive Proactive Customer Service TopLine Top Line Customer Service iKnow Salesnet and RightNow Connect Web address http rightnow com Email address info rightnow com 1 For a list of third party software disclosure notices refer to the back pages of the RzghtNow Administrator Manual Contents Chapter 1 INtrOdUCGOI 6444 ha gah seh se doers een ee oe About this manual 0 0 ccc eee eee een eee eees Documentation conventions 0 00 eee eens RightNow August 709 documentation 00 Chapter 2 GETHIN Started oe ete ee ieee teeter as euseiourensu Downloading RightNow and logging in 2 eee Workingin Rien NOW 2 cccanercanedun ies a aE Accessing the application menu 0 0 0 0 008 Working on the navigation pane 0 0 eee eee Selecting actions from a navigation list Reordering items in navigation lists Customizing navigation lists 0 0 eee eee Selecting actions from the Recent Items list Ch
326. the buttons on the Notifications ribbon Table 37 Notifications Ribbon Description Button Description New Click this button to open the Send Notification window where you can type a message and select a recipient Note This button is enabled only when your profile has permis sion to send notifications For the procedure to send a notification refer to Sending broadcast notifications on page 197 Delete Click this button to delete the selected notification Delete All Click this button to delete all notifications Refresh Click this button to refresh the list of notifications RIGHT NOW 196 Notifications The list of your notifications displayed on the content pane contains the following column headings e Type Displays the icon that is associated with the notification type e Who Displays who sent the notification e Notification Type Displays the type of notification e Message Displays a summary of the notification e When Displays the date and time the notification was sent play Desktop alerts Chapter 7 When you log in to RightNow you will receive a desktop alert or toast that lists the notifica tions you have received The message is displayed in a window on the lower right section of the display for several seconds until it fades away These notifications also appear in your list when you double click Notifications on the navigation pane and they remain in your list until you d
327. the left containing folders and other items and a detailed list of the selected folder s contents subfolders and files on the right Explorers are available for certain administration items and components in RightNow Expression A component of fixed and run time selectable filters that defines a function database column value or any combination of the three Extension see RightNow Dreamweaver exten sion External event A program or script that runs as the result of an event occurring in RightNow an action specified in a business rule or an action in a marketing campaign FCRR first contact resolution rate A statis tic that reports how often staff members or groups solve incidents with only one response This num 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 organiza tion or task or sent with an incident response or sales quote Files that are permanently attached to an incident or answer can be viewed by customers who view the record Files that are sent with an incident response can be opened with the cus tomer s email client and are not permanently attached to the record File attachm
328. the navigation list in which the Notifications component appears depends on the navigation set assigned to your profile You can open your notifications from any navigation list that con tains Notifications To open your notifications 1 Click the Communication Center button on the navigation pane 2 Double click Notifications The content pane displays your notifications Chapter 7 Opening your notifications 195 F Notifications global_95_cfm RightNow CRM Er GN Home C x New Delete Delete Refresh All Commands Communication Ce 4 Notifications 4b Communication Center ke 2 gt Open X 3 Options v Type who Notification Type Message j When Ni Customize List z Faith Carson Task Assigned Team contact 04 03 2009 08 01 AM Recent Items a Faith Carson Incident Assigned Problems with the Mundo 04 03 2009 08 00 AM a Faith Carson Message Alert Please have all updated tasks completed by end of business tomorrow 04 03 2009 07 55 AM v Ereren a Faith Carson Message Alert Let s meet this afternoon to discuss the project plan 04 03 2009 07 54 AM fad Home IN a D Analytics 8 Contacts y Answers Incidents r e Tasks Logged in as Edward Lang Ay Online 100 Figure 95 Viewing Notifications From the list of your notifications you can send a message delete one or more notifications and refresh the display Table 37 describes
329. ties refer to the RzghtNow Sales Administrator and User Manual Answer Select this option to add an answer For information about adding answers refer to the RightNow Service User Manual Click this button to edit an existing incident opportunity task or contact that is associated with the selected call Call grid Click this button to dial agent phone numbers and speed dial num bers For information about dialing refer to Placing calls on page 207 Note This button can also be accessed on the Live Media bar The call grid contains incoming and active calls This grid shows contact and agent call infor mation including the phone line the call is on contact phone number current activity and call status When you first log in the call grid will not contain any call information gt A F 2 Communications Center Home db A Calls 0x 1 New Chapter 8 Phone Status 5221234 Active Figure 103 Call Grid Popped reports 205 The call grid columns are described in Table 40 Table 40 Call Grid Description Column Description Line This column displays the CTT phone line that the call was received on Contact Activity This column displays the first and last name of the contact and a description of the current activity with the contact for example consult and conference sessions and related incidents or opportu nities Phone This column displays the contact s
330. ting a sync error when I access my email Unresolved Rhonda Moreira Marketing a Ihave to push really hard on my keypad Unresolved Barbara Runge International Can I renew my contract Unresolved Ray Kizer International Y Tasks I have to push really hard on my keypad Unresolved Barbara Runge International h re Thana ka mick vasli havd an nns hemiin Linavaraanh imne Darhavs Munan Takara skinn sl M lt TT gt Logged in as Edward Lang 565 Records AJ online Figure 23 Ribbon on an Incidents Report 100 _Y amp Notice the buttons on the Home tab Some contain an arrow including Open New Copy Delete Print and Assign Clicking the arrow rather than the button displays a list of associ ated records you can take the action on instead of the incident which is the default record that the action applies to For example if you click the Open button the incident that you Minimizing the ribbon 67 have selected on the content pane opens if you click the arrow on the Open button a menu displays the records you can open incident contact or organization that are associated with the selected incident Some tabs buttons and groups always appear on the ribbon no matter what is displayed on the content pane Others are content dependent that is they change to reflect what appears on the content pane and the allowable actions for that report explorer item or record Tip If nothing opens on t
331. tions Proofing Related Activities Links and Info Opportunities p Send Technical Sheet 12 2 080918 000002 db Opportunity Items ae gt lt Q Manager Analysis eae Fr Subject I m getting several dropped calls per day Manager Analysis Dashboard _ ao O My Win Rate by Sales Rep Reference 080918 000002 Contact Dale Finn IQ L My Revenue Recognition by L Sales Rep Login gt Status Unresolved Organization Name Customize List Assigned Customer service R Product 200 a Recent Items Faith Carson Features 080918 000002 eee Disposition Category General B Dale Finn No Value he Information J view All Details Time Bled 0 Tasks 0 Session 0 Send On Save a SmartAssistant QQ Search Knowledgebase Standard Text Af jadd Response f Undock v Sort Date Descending a Edit Delete Faith Carson 09 18 2008 10 05 4M Ronline 100 y H Figure 53 Work Group with a Second Incident Opened Notice that all records for the initial incident have been collapsed into a single tab in Figure 53 the tab displays the task name but it might also display any of the other records in the work group When you mouse over the tab for the work group a drop down menu displays all records in the work group as shown in Figure 54 080918 000000 David Connelly Lisa Connelly 12 080918 000002 Send Technical S
332. tlook and RightNow you can implement a Microsoft smart tag in Outlook With the RightNow SmartTag installed all incident numbers preceded with the symbol can be opened in the RightNow application by clicking the reference number in an Outlook email In this chapter e Installing Outlook integration Contains the procedure to install Outlook integration Refer to page 214 e Setting up Outlook integration Contains the procedures to set up Outlook integration includ ing sync options for contact task and email integration Refer to page 215 e Using contact integration Contains the procedures to use contact integration which allows you to share contacts between Outlook and RightNow Refer to page 222 e Using task integration Contains the procedures to use task integration which allows you to share tasks between Outlook and RightNow Refer to page 224 e Using email integration Contains the procedures to use email integration which allows you to append Outlook email to records in RightNow Refer to page 227 e Using smart tags Contains procedures to install and use RightNow SmartTag which allows you to open a RightNow incident from an email message containing the reference number Refer to page 230 RIGHT NOW 214 Outlook Integration Installing Outlook integration Chapter 9 Depending on how your profile was configured you might have permission to share your contacts and tasks between Outlook and the Ri
333. to business accounts that distribute cell phones to their employees it makes sense to group all of those employees each with an individual contact record under the orga nization they are associated with This links the data associated with each of the contacts to the organization providing you with a single source view of all activity within the organiza tion By definition an organization can have an unlimited number of contacts A contact on the other hand can be associated with only one organization Organizations can be structured in a hierarchy that enables you to add subsidiaries divisions or regional offices to accurately reflect all areas of the organization The customer portal in RightNow Service can be configured so contacts can view all ques tions associated with their organization When contacts view other questions they can often find answers to their questions which reduces the number of incidents they submit For information about displaying all questions from a contact s associated organization on the customer portal refer to the RzghtNow Customer Portal Manual When your knowledge base contains organization records you can track a specific organiza tion s incidents and see trends or problem areas You can view all of the incidents for the organization from the organization record without having to select each contact individually Likewise you can view all opportunities tasks attachments and notes for the organ
334. to view 3 Click the OK button to close the Sync All Contacts window Using task integration While viewing or editing a task in Outlook you can click a button and share a selected task or all of your tasks with RightNow if two way synchronization is set up and you click the Sync All Tasks button all your Outlook tasks are added to RightNow and all your RightNow tasks are added to the Outlook Tasks folder Chapter 9 Using task integration 225 After task integration is set up on your workstation and the Tasks folder is selected your Outlook toolbar contains the buttons described in Table 48 Button Table 48 Outlook Buttons for Task Integration Description Select a task from the list and click this button to share the selected task between Outlook and RightNow Refer to To share a task between Outlook and RightNow on page 225 Click this button to share all tasks between Outlook and RightNow Refer to To share all tasks between Outlook and RightNow on page 226 HE Sync All Tasks L Click the arrow next to the Sync All Tasks button to select one of the following task sync options Sync All Tasks Select this option to share all tasks between Outlook and RightNow Sync Settings Select this option to select sync options Refer to To select task sync options on page 219 To share a task between Outlook and RightNow 1 From Outlook select a task and click the Share butt
335. ts opportunities and organizations Figure 59 shows the Contacts tab on an incident Details Time Billed 0 Tasks 0 Organization First Name Delilah Last Name Mcnair Email delilah mcnair example com invalid 090224 A Title Office Phone x 555 555 5555 Address 555 Main Street Anytown 55555 Contacts 1 Contact Fields Add Open i Print Uy Copy x Remove 3 Options Primary Full Name Email Address Organization Name Office Phone Title Action Delilah Mcnair delilah mcnair example com invalid 090224 Antioners 555 555 5555 Open Print Figure 59 Contacts Tab on an Incident Table 28 describes the toolbar buttons on the Contacts tab the same options are available by right clicking any contact Button Table 28 Contacts Tab Toolbar Description Description Click this button to display the following options Add New Select this option to add a new contact to the record Refer to Adding contacts on page 134 for information Add Existing Select this option to search for and add an existing contact to the Chapter 4 record Refer to Searching for records on page 70 Contacts tab 133 Table 28 Contacts Tab Toolbar Description Continued Description Click this button to open the contact record Refer to To edit a contact on page 147 Click this button to print the contact record Refer to To print a record on page 93
336. tunites 0 Tasks 0 Incidents 0 Surveys 0 Marketing Activity 0 Attachments Audit Log Add New 3 Options Opportunity Name Assigned Status Stage Rep Forecast Manager value Date Updated Action There are no items to show in this view Figure 60 Adding a Contact 2 Enter field information described in Table 29 Field First Name Table 29 Contact Fields Description Description Type the contact s first name in this field Last Name Type the contact s last name in this field Email Type the contact s email address in this field To add alternate email addresses click the arrow and select Email Alt 1 or Email Alt 2 then type the alternate email address in the field Note If you enter an email address that is already in the knowl edge base you will get an error message and not be able to save the contact Office Phone Type the contact s phone number in this field To add other phone numbers click the arrow select one of the options and type the phone number in the field The options include Mobile Fax Assis tant and Home RIGHT NOW 136 Contacts Chapter 4 Field Address Table 29 Contact Fields Description Continued Description Click Edit in the lower right corner of the field to display a window for entering the contact s address Type information in the Street City and Postal Code fields and make selections on the Country and State Pro
337. tunities If the contact is associated with other opportunities but is not the primary contact those opportunities will not be deleted when the contact is deleted If you want to delete the contact but not the opportunities associated with the contact you can reassociate the opportunities with a different contact To reassociate the contact for an opportunity 1 2 Right click the contact you want to delete and select Open gt Contact Click the Opportunities tab The tab displays all opportunities for which this contact is the primary contact Right click the first opportunity and select Open The opportunity opens in a new win dow On the opportunity s Contacts tab click the Add button and select Add Existing The Contact Search window opens Search for a contact on the Contact Search window using the procedure described in To search for a contact from an open record on page 79 The contact you select appears on the Contacts tab of the opportunity Select the radio button under the Primary column for the contact you added This makes the new contact the primary contact for the opportunity Important If a contact is added to an incident using the Search button next to the Contact field of the incident the existing primary contact is automatically removed from the incident and replaced with the new primary contact Click the OK button to close the opportunity Repeat steps 3 through 7 for every opportunity you wan
338. uglas Azevedo Christina Bauer Lucy Berndt Paula Bice Hector Blume Warren Bonney Mike Cappelli Patty Carson Faith boa Customer service Dickenson Sonya chloe jones examopl dean simpson exam Address dabramson global examopl cazevedo dlobal example Ibauer global example inv pberndt global example in hbice global example invalid whlume global example in mbonney global example i peappelli global example i fcarson global example in chloe jones example com dean simpson example co sdickenson qlobal exampl LS i soscole edson Fe wlan ol Type Account Account Account Account Account Account Account Account Account Address Group Address Account Bw ww ws wok Figure 36 Select Names Window 2 Select the name of the recipient and click the To Cc or Bcc button to insert the name in the field To select multiple recipients press Ctrl while making these selections Tip You can type the first few letters of the name in the field at the top of the Select Names window the first name in the list that matches the letters you typed will be highlighted Notice that this name may be the contact s last name an email address or a group or distribution list 3 Click the OK button to close the Select Names window and return to the Forward win dow 4 Click the Send button to forward the record to the recipients you selected and close the
339. unity and a referral in another To delete a contact 1 2 Caution Deleting contact records can affect other staff members within your organiza tion This action permanently removes not only the contacts from the knowl edge base but also all incidents for which the contact is the primary contact Opportunities may also be deleted so you must understand the consequences of deleting contacts before doing so Refer to Figure 57 on page 128 for specific results of deleting contacts Right click a contact and select Delete A message asks you to confirm that you want to delete the contact Click the Yes button to delete the selected contact RIGHT NOW 148 Contacts Reassociating incidents with a different contact Chapter 4 As previously mentioned deleting a contact also deletes the incidents for which the contact is the primary contact If the contact is associated with incidents but is not the primary contact those incidents will not be deleted If you do not want to delete the incidents for which the contact is the primary contact you can reassociate the incidents with a different contact as described in the following procedure before you delete the original contact To reassociate the contact for an incident 1 Right click the contact you want to delete and select Open gt Contact 2 Click the Incidents tab The tab displays all incidents for which the contact is the primary 3 Right click the first incident a
340. ur local cache 3 Click the OK button to update your personal settings Changing your password Passwords are optional in RightNow however your RightNow administrator may have defined a password in your staff account based on your organization s security policies If so you must enter your password each time you log in You may also need to change your pass word at regular intervals depending on your organization s policies To change your password 1 Click the Application button and then click the RightNow CRM Options button on the bottom of the application menu 2 Select Password to display the password settings on the right RIGHT NOW 42 Getting Started RightNow CRM Options Personal Settings View Options Navigation Pane Communication Center Offline Settings A Change Password for RightNow CRM Password Requirements amp The Current Password must be valid x The New Password must not equal the Old Password amp The New Password must be equal to the Confirm KK The New Password must be at least 6 characters in length amp The New Password must not contain more than 2 character repetitions JK The New Password must contain at least 1 lowercase characters x The New Password must contain at least 1 uppercase characters RK The New Password must contain at least 1 special characters x The New Password must not be equal to any of your previous 10 passwords Change Password Change Password
341. utton to open the selected organization and edit it F gt open ER Click this button to print the selected organization T a i 7 Click this button to remove the organization from the hierarchy Caution Removing an organization also removes its subordinate organizations from the hierarchy rnd Click this button to open the Find window and search the hierar chy for an organization wise Click this button to restore the organization hierarchy and discard any changes you have made Caution To delete an organization that is part of an organization hierarchy first remove the organization from the hierarchy Then delete the organization from the knowledge base As always use caution when deleting organizations For infor mation about the procedure refer to To delete an organization on page 167 Accessing maps and driving directions RightNow allows you to access maps and driving directions for the contact or organization you are viewing or editing You can also download email and print directions Note If the Location Mapping feature has not been enabled the Locate Address but ton will not appear next to the address field To access a map and driving directions for a customer 1 Right click the organization or contact you want directions for and select Open or Open gt Contact RIGHT NOW 172 Organizations 2 Click the Locate Address button to the right of the address field to open the Locatio
342. v fields drop down menus When you select the country the associated states or provinces appear in the State Prov menu Press Enter when you are finished to close the win dow and display the address you entered Note To view a map and driving directions to the contact s address click the Locate Address button to the right of the address field For information about using RightNow s location mapping feature refer to Accessing maps and driving directions on page 7 Contact Type Click this drop down menu and select a contact type These options are unique to your organization and were added by your RightNow administrator State Click this drop down menu and select one or more of the follow ing check boxes Service Marketing or Sales Note The State field classifies how the contact was added whether through RightNow Service when working on an incident RightNow Marketing when adding contacts or RightNow Sales when working on an opportunity and what areas of RightNow it may have been acted upon since The State field may be updated automatically and you can also update it manually Organiz ation Click the Search button to the right of the Organization field to open the Organization Search window and search for an organiza tion to associate with the contact Refer to Associating contacts with organizations on page 139 Salesperson Click this drop down menu and select the salesperson assigned
343. ver to Outlook and From Outlook to Server check boxes are selected a two way task synchronization occurs If the same data you are updating in Outlook has been updated by another staff member working in RightNow the data from RightNow will be used during the two way synchroni zation 4 Click the OK button to save the task sync settings and close the Sync Settings window To select email sync options 1 Click the arrow next to the Sync Email button and select Sync Settings The Sync Settings window opens 2 Click the Email Sync tab Chapter 9 Selecting sync options for Outlook 221 Sync Settings General 82 Contact Sync Task Sync Email Sync Allowed Record Types For Email Sync Organization B Contact 5S Opportunity F D Incident Auto Email Sync Events O Attempt Sync When Saved O CAAttempt Sync When Open G Sync On Demand Only Figure 111 Email Syne Tab 3 Select from the options described in Table 46 Field Allowed Record Types for Email Sync Table 46 Email Sync Tab Description Description This section contains check boxes for selecting the types of records that are allowed for email synchronization All check boxes are selected by default Note Email is always synchronized one way from Outlook to RightNow Organization Select this check box to append email data from Outlook to the RightNow organization record associated with the contact that
344. w CRM a Home AH O Sta 7 Save Save amp New_ Refresh Forwar ard gt Ic spe is Clofsc N B Fw X Pelo Chfsp Assistandyr pp Sal APPointry 5 ju fi ctions Relate Links and Info Offer Adv z 7 N gt 5S New Opportuy oS Guided ___ Propose OP Links Info_ Prooting ctivities Figure 26 Shortcut Keys on the Ribbon 2 Type the keys associated with a particular button to perform the button s action After using this method to perform an action the shortcut keys no longer display RIGHT NOW 70 Common Functionality Searching for records One way to find a specific record when a report is open is by scanning the list of displayed records to see if you can spot it However RightNow offers other much more efficient meth ods of searching for records Besides simply looking in a report for a record you have the fol lowing search options e Searching for records from a report lIf you do not immediately see the record 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 Refer to page 70 e Searching with Quick Search The Quick Search component allows you to search for a specific record by entering as much or as little information about the record as you have The list of records that match the information you enter is displayed and you can select the one you want
345. with tasks whether it is the standard workspace or a customized work space This chapter uses the standard workspace to describe how you work with tasks 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 6 Standard workspace for tasks 179 Table 34 describes the buttons on the ribbon of the standard task workspace Table 34 Task Ribbon Description Group Button Desctiption Save Save Click this button to save the task and keep it open for editing Note When you save a task the rules engine evaluates it If task rules exist and the task matches one or more rules the task may be modified when you save it For example a rule can change a task s status of assign it to a different staff member Save and Close Click this button to save the task and close it Actions Note With the exception of the New button the buttons in this group are not enabled until after you have saved a task you are adding New Click this button to add a task Refresh Click this button to refresh the current tasks report Forward Click this button to forward the task Refer to Forwarding records on page 86 Print Click this button to print the task Refer to Printing records on page 93 Copy Click this button to create a copy of the task that you can modify to create
346. with the contact The tab contains the number of incidents associated with the contact in parentheses next to the tab name For each incident the tab displays status response time resolution time source Viewing contact information 145 reference number and subject You can open copy delete print forward and propose an incident as an answer by clicking a button on the tab s toolbar or by right clicking it and mak ing your selection f Opportunities 3 Notes Tasks 20 Incidents 5 Surveys 0 Marketing Activity 9 E Attachments Audit Log New gt Open Ei Copy X Delete 24 Print 24 Forward tO Propose 3 Options hg Status Response Interval Resolution Interval Source Reference Subject Action Unresolved oO Oh Om Oh Om Incident Editor 060628 000017 Invalid Number Open Delete Print Solved Oh Om Oh Om Incident Editor 060628 000008 Enable voicemail Open Delete Print Solved Oh Om OhOm Ask Question 060623 000003 Connection fee Open Delete Print Solved Oh Om Oh Om Incident Editor 060606 000033 New chrgers Open Delete Print Solved Oh Orn OhOm Ask Question 060606 000024 Billing issues Open Delete Print Figure 67 Viewing Incidents for a Contact Surveys tab To view sutvey activity associated with the contact click the Surveys tab on an open contact The tab contains the number of surveys associated with the contact in parentheses next to the tab name For each survey the tab displays when
347. workstation eliminating the need to switch back and forth between your workstation and telephone You can right click a call in the call grid to perform the basic soft phone functions described in Table 41 Table 41 Right Click Options for Soft Phone Functions Function Action Answer a call Right click the call and select Answer Hang up a call Right click the call and select Hang Up Place a call on hold Right click the call and select Hold Retrieve a call on hold Right click the call and select Retrieve Dial a call Right click the call and select Dial Consult another agent Right click the call and select Consult Refer to Consulting on calls on page 208 Initiate a conference call Right click the call and select Conference Refer to Initiating con ference calls on page 209 Note This option is active only when you are consulting Transfer a call Right click the call and select Transfer Refer to Transferring calls on page 210 Note This option is active only when you are consulting Chapter 8 Placing calls 207 Placing calls You can quickly place new calls from the call toolbar including calls to customers or other agents You can type the number you want to call select a number configured for speed dial or select an agent that is logged in to RightNow to call To place a call 1 Click the Dial button on the call toolbar The Dial window opens Dial Dial E _ S
348. xt With Full Route for map and directions 2 Click the Print Format button to display directions in the selected format in a separate window RIGHT NOW 176 Organizations 3 Click File on the menu and select Print 4 Click the Print button to print the directions Chapter 5 177 Tasks RightNow lets you add tasks to records you are working on you can also add standalone tasks that are not related to specific records By keeping track of all tasks in your RightNow appli cation you can monitor everything you must do from a single location all but eliminating the possibility of forgetting a critical task In this chapter e Tasks ovetrview Describes the standard workspace for working with tasks on the content pane and the Tasks tab of records Refer to page 178 e Adding tasks Contains the procedure to add tasks This section also includes a discussion about task inheritance and the procedures to set inheritance for the assigned staff member contact and organization fields Refer to page 182 e Working with tasks Contains information about viewing tasks as well as the procedures to edit and delete tasks and mark tasks complete Refer to page 190 RIGHT NOW 178 Tasks Tasks overview You can add tasks from the application menu or the Tasks tab on records This section describes the standard task workspace and the Tasks tab and tells you how to search for tasks Standard workspace for tasks Righ
349. you entered If this is the item you want close the window Otherwise continue typing or click the Find Next button to scan for the next occurrence If no match is found a message displays on the bottom of the Find window Chapter 2 Working on the navigation pane 31 3 If your search returns a match and you want to add it to your list close the Find window and click the Add button 4 Click the OK button to save your changes and close the Customize List window To organize items in a navigation list 1 To reorder items in your navigation list select an item and click the Move Up or Move Down button This action moves the item up or down one position in the list Or Drag an item to where you want it in the list Tip The Move Up and Move Down buttons are context sensitive For instance if you select the first item in your list the Move Up button is disabled Likewise if you select the last item in your list the Move Down button is disabled 2 To add a folder to your list click the New Folder button Then name the folder If no item in your list is selected the new folder is placed at the end of the navigation list If an item is selected the new folder is placed immediately after the selected item And if a folder is selected the new folder is placed beneath the parent folder This button is dis abled when you have multiple items selected in your navigation list 3 To rename a folder select a folder and click t
350. ytics Manual Report Ctrl Shift r Select this option to create a custom report Refer to the RzghtNow Analytics Manual Analytics Select this option to create a report image style chart style color scheme or text field Refer to the RzghtNow Analytics Manual Campaign Ctrl Shiftt g Select this option to create a campaign Refer to the RzghtNow Marketing User Manual Surveys Select this option to create a survey or survey question Refer to the RzghtNow Feedback User Manual Mailing Ctrlt Shift m Select this option to create a mailing Refer to the RzghtNow Marketing User Manual Audience Select this option to create a contact list or segment Refer to the RightNow Marketing User Manual Working on the navigation pane 25 Table 1 Application Menu Description Continued Section and Option Content Library Description Select this option to create a document template snippet tracked link or file Refer to the RzghtNow Marketing User Manual Guided Assistance Guide Ctrl Shift e Select this option to create a guide to assist agents in locating answers Refer to the RzghtNow Service Administrator Manual For information about using guided assistance to answer customers questions refer to the RzghtNow Service User Manual Note This feature must be enabled for it to appear in the list and you must have permission in your profile to create guides RightNow CRM Options

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