RightNow Service 7.0 New Administrator’s

Survival Guide

Table of Contents

You can click on each line below to go to that section of this document.

OVERVIEW...................................................................................................................................3

HELPFUL RESOURCES..............................................................................................................4

GAINING FAMILIARITY WITH YOUR END-USER PAGES........................................................6 Exercises for End-User Pages: .................................................................................................7

GAINING FAMILIARITY WITH THE ADMINISTRATION CONSOLES .......................................9

Navigating the Administration Consoles ...............10

Staff Management ............................................................................................................12 Exercises for Staff Management: ............................................................................................13

Customizable Menus .......................................................................................................14 Exercises for Customizable Menus: ........................................................................................16

Custom Fields ..................................................................................................................17 Exercises for Custom Fields:...................................................................................................19

Support Console: Incidents ............................................................................................20 Exercises for Support Console – Incidents: ............................................................................22 Exercises for Support Console – Contacts and Organizations:...............................................23

Answer Console ...............................................................................................................24 Exercises for Answer Console: ...............................................................................................26

Live Console .....................................................................................................................28 Exercises for RightNow Live: ..................................................................................................29

Views at each Console ....................................................................................................30 Exercises for Console Views:..................................................................................................32

Business Rules ................................................................................................................33 Exercises for Business Rules:.................................................................................................35 Exercises for Escalation Rules:...............................................................................................36

Configuration Editor ........................................................................................................37 Exercises for Configuration Editor: ..........................................................................................39

Analytics Console ............................................................................................................41 Exercises for Standard and Custom Reports: .........................................................................43

Multiple Interfaces ....................................................................................................................44 Exercises for Multiple Interfaces: ............................................................................................45

April 2005 2

RightNow Service 7.0 New Administrator’s Survival Guide

The purpose of this document is to provide new RightNow Service administrators a high-level overview of the primary features and functionality of RightNow Service, version 7.0 so that a new administrator may gain a general understanding of how the application is configured and utilized within the specific organization.

For comprehensive material regarding the features and functionality of RightNow Service, refer to our technical manuals.

Important! This document is not designed to provide adequate training to new administrators regarding usage and configuration of your RightNow Service application. It is your responsibility to evaluate training opportunities and obtain appropriate training.

As a new administrator of RightNow Service, you may not be familiar with how your application is configured specifically to work with your overall Web site. For this reason, this guide will identify the primary components that you need to become familiar with.

Overview RightNow Service allows access to two primary groups of people, your site visitors and your staff members. Your site visitors, also referred to as contacts or “end-users”, utilize what are called “end-user pages”. Your staff members use the administrative components of RightNow Service, which includes the following:

• Support Console • Answer Console • Live Console (may not be utilized for your site) • Analytics Console • Management & Configuration Console

Through the end-user pages, your customers can search your knowledge base of published questions and answers in order to find solutions to their own questions. This allows your site visitors to get assistance without the involvement of your staff’s resources. If your customer cannot find a solution, they can submit a request for assistance by filling out the Ask a Question page, which creates an incident at the Support Console for your staff to answer. In addition, your site may also be configured to allow email requests sent to a specific mailbox to be turned into incidents as well so that your customer service representatives can answer email assistance requests along with the Ask a Question requests.

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Helpful Resources Each company with an active license of RightNow Service is allowed a specific number of designated support contacts. The number of contacts allowed depends on the number of licenses and interfaces purchased and the type of support package purchased. Designated contacts have access to the resources listed below:

1. Access to RightNow’s Technical Support Site at http://rightnow.custhelp.com: Designated contacts have active contact records that allow access to our technical support site. Each contact is given a login ID and password when their account is set up. Contacts may update their contact information and password by logging in to the site and then clicking the My Stuff link followed by the Profile button. Our support site includes access to the following items:

• Knowledge base of Answers: When you first log in to http://rightnow.custhelp.com, the Answers tab allows you to search our knowledge base of technical questions and answers. You can select specific products or sub-products to restrict your search to specific values. For example, if you wish to search for information on the Support Console, select RightNow Service from the Product menu and then select Support Console from the sub-product menu and click Search. All answers assigned to the Support Console sub-product will be returned with your search. You can also enter text into the Search Text box to search by specific words or phrases. To search for a specific answer by the unique Answer ID, enter the Answer ID in the Search Text box, select ID from the Search by menu and click Search. The specific answer should be listed in your search results. Click the link to view the answer.

• RightNow Manuals and Documentation: Our technical manuals are available online, which you may download to your computer. These manuals are available through our knowledge base in Answer ID: 1350.

• RightNow Service Tutorials: Our web-based tutorials allow you to gain proficiency in using the various features in RightNow Service. Links to the tutorials for RightNow Service are listed in Answer ID: 479.

• Phone-based Tune Up: A phone-based tune up allows you to evaluate and improve your usage of RightNow Service. Once the tune up date has been scheduled and confirmed by our staff, one of our consultants will review and evaluate the key areas of functionality for your site. The consultant will then go over the evaluation results with you over the phone and provide suggestions for improvement. For more information regarding tune-ups, refer to Answer ID: 1183.

• Ask a Question Feature: Designated contacts can also submit assistance requests to our technical support staff using the Ask a Question page on our support site. Once you have logged in to http://rightnow.custhelp.com, search our knowledge base for an answer to your question. If you are unable to find a solution to your issue, click the Ask a Question tab to submit an assistance request to our technical support staff. Our support staff will provide a response via email to your issue.

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2. Site Status page for Hosted Customers at http://sitestatus.rightnowtech.com/: If your application is hosted with RightNow Technologies, you can access up-to-date status reports regarding our hosting servers. Should you experience slowness or access issues with your application, first check the site status page for more information regarding the issue. If necessary, you can submit a notification to our staff regarding your performance issue from the site status page.

3. Group Training Opportunities: In addition to the resources above, consider attending more formal training provided by RightNow’s Professional Services group. RightNow offers several classes for administrators. These classes are given at our Bozeman, Montana headquarters or at other locations throughout the country or may be provided on-site at your facility, depending on your needs. For descriptions of training options, refer to http://www.rightnow.com/support/education.html or Answer ID: 839 in the RightNow Technical Support site at http://rightnow.custhelp.com.

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Gaining Familiarity with your End-User Pages Manual Reference: 7.0 Service Administration Manual, chapter 13, “End-User Interface Configuration.”

Site visitors use the end-user pages when they seek assistance through your Web site.

The end-user pages are also called the end-user interface and consist of the following pages, each of which may be enabled or disabled depending on the specific configuration of your site:

• Support Home Page –allows access to other end-user pages

• Find Answers Page – allows site visitors to search for answers to their questions.

• My Stuff Page (This page cannot be disabled if the Ask a Question page is enabled).

• Live Help – allows site visitors to request to chat with a customer service representative. Chat sessions may become incidents at the Support Console.

• Ask a Question Page – allows end-users to submit questions, which become incidents at the Support Console.

• Site Feedback Page – allows site visitors to submit recommendations regarding your site configuration.

• Answer Feedback Page – allows site visitors to submit feedback after viewing a specific answer and selecting that it was less than 100% satisfactory.

April 2005 6

Exercises for End-User Pages:

The purpose of answering the questions below is to gain general information regarding your site’s configuration.

a. Go to the Web site for your company. How do you get to your RightNow Service application from your company’s home page?

b. Go to the URL for your end-user pages. Is a log in required? What is the first page that you see?

c. Support Home page. Is this page enabled? Which links are displayed? Is an announcements box displayed?

d. Find Answers page. What types of products and categories are listed? How many Answers are listed? View a few of the answers listed. Are the answers you viewed informative? Would they answer your question adequately?

e. Go to the Ask a Question page. Submit a test incident. In order to submit an assistance request, you must have an account. If you do not already have an account, you will be asked to provide additional information. When you submit the incident, note the reference number reported to you. This will be used in an exercise later.

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f. Click the My Stuff tab. If you did not have to log in to get to your Support Home page, you must either log in to an existing account or create a new account in order to access the My Stuff tab. Depending on the configuration of your site, you may not be able to create a new account from your end-user pages. When you click the My Stuff tab, does a login page appear? On the Login Page, does the bottom section allow you to create a new account? If you do not have a User ID and password to log in, click Create a New Account. On the New Account page, fill out the form. What information is required for your site when creating an account? If you have an account on your end-user pages, enter your User ID and password to log in. Click the Questions button or link. You should see the incident that you submitted. Click on the Summary to view the incident. View the contents of what you submitted. Scroll to the bottom of the page and click Update Question. This allows you to add or update the content of your assistance request. Enter some additional text and click Submit Update to Question. Next, click the Notifications button. The Notifications page lists answers that you have previously subscribed to. When viewing an answer, you can click the Notify Me by Email if This Answer is Updated button. Then, when the answer is updated, you will receive an email to let you know that the content has changed. Are any answers listed on the Notifications page? Click the Profile button. The Profile page allows end-users to change their User ID, password, and email address along with any additional information you allow them to edit from this page. Custom fields can be configured for use on this page.

April 2005 8

Gaining Familiarity with the Administration Consoles The Administration Consoles are the part of RightNow Service used by you and other staff members to answer your customers’ requests for assistance, to publish new answers to your end-user pages, and to configure your site.

Each component listed in the table below is addressed at a high level in the following pages. For more comprehensive information regarding each topic, please refer to the manual and chapter listed.

Note: The chapters listed below correspond to the 7.0 manuals only.

Component Manual Reference Chapter

Navigating the Administration Consoles

Service Administration Manual 2

Staff Management System Configuration Manual 3

Customizable Menus System Configuration Manual Service Administration Manual

4 3

Custom Fields System Configuration Manual Service Administration Manual

5 4

Support Console Service Agent Manual 3 and 4

Answer Console Service Administration Manual 11 and 12

Live Console Service Administration Manual Service Agent Manual

17 9

Views at each Console System Configuration Manual 9

Business Rules System Configuration Manual 8

Configuration Editor System Configuration Manual 7

File Manager System Configuration Manual 7

Management & Configuration Console

System Configuration Manual 2

Reports Analytics Manual 2, 3, and 4

Utilities System Configuration Manual 13

Multiple Interfaces System Configuration Manual 12

April 2005 9

Navigating the Administration Consoles

Manual Reference: 7.0 Service Administration Manual, chapter 2, “Getting Started.”

When you log in, you first see the Session Console, which provides information regarding incidents and answer activity and queue statistics. The Session Console must be open in order for you to work in any other administrative console. The navigation bar in the upper, right corner allows staff members to easily open additional consoles. The specific icons included on the navigation bar depend on the profile configured for each staff member and which RightNow modules are enabled for your site.

The table below describes each administrative component of RightNow Service.

Personal Settings: Each staff member who has access to the administration consoles of RightNow Service can specify personal preferences. Staff members can change their login password and may specify their start page and view preferences.

Logout Option: This icon logs the staff member out of the administration consoles.

Sales Console: If RightNow Sales is enabled on your site and the staff profile allows access to the Sales Console, staff members can access the Sales Console from this icon.

Marketing Consoles: If RightNow Marketing is enabled on your site and the staff profile allows access to the Marketing Consoles, staff members can access the Marketing Consoles from this icon.

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Service Consoles: This icon displays a menu that allows users with appropriate privileges to open a Support, Answer, or Live Console.

Support Console: Staff members respond to incidents submitted from customers to your site through the Support Console. Incidents may be created from email submitted to a specific mailbox configured for your application or when a customer submits a request through the Ask a Question page.

Answer Console: Answers published to your end-user pages are accessed and edited at the Answer Console. Non-published answers are also contained in the Answer Console, for example, answers that have been proposed, but are not yet published. Live Console: If RightNow Live is enabled, the Live Console allows staff members to answer live chat requests submitted from the end-user pages.

Analytics Console: The Analytics Console allows staff access to the various standard reports in RightNow Service as well as custom reports configured by individual staff members.

Management & Configuration: The Management and Configuration icon allows access to various tables and customizable features of RightNow Service. Generally, much of this configuration is the responsibility of the RightNow administrator. Once you have opened a Management & Configuration console, you can use the icons on the top, left section of the console to access other tables. When you use the icon on the right, you will always open a new Management & Configuration console.

The icons below from left to right allow access to the different configuration menus:

1. Common Configuration 2. Service Configuration 3. Marketing Configuration 4. Sales Configuration

Help Options: This menu allows staff members to access the online Help documentation in the product as well as current version information for your site.

Links: This menu allows staff members to access consoles for other interfaces and access to custom links configured for your site.

RightNow Site: This icon opens a new window to RightNow’s home page. From the home page, click Support to access RightNow’s Technical Support site that allows you to search our knowledgebase of answers and submit support questions.

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Staff Management

Manual Reference: 7.0 System Configuration Manual, chapter 3, “Staff Management.”

In order to learn how your company is using RightNow Service, you must learn who in your company has access to the administration pages and which activities they are responsible for. This is accomplished by reviewing the contents of tables listed in the Staff Management section of the Management and Configuration page: Profiles and Staff Accounts.

Profiles: The Profiles table displays the different types of access allowed at the administration pages. A profile specifies which administrative components a staff member can access. For example, you can restrict staff members from accessing the Answer Console entirely. In addition, you can also restrict functionality, such as editing incidents or updating contact records. In addition, the profile specifies which incident queue(s) staff members can pull incidents from.

Staff Accounts: The Staff Accounts table lists the staff members who can log in to the administrative pages of RightNow Service. Staffs belong to groups configured for your site. Each account is configured by right-clicking on the name and selecting Edit. For each staff member, you can configure a password, email address, and profile. To view disabled contacts, right click in a white space and select Show Disabled.

Password Configuration: The Password Configuration table allows you to configure how strong an administrative password must be and how often the password must be changed.

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Exercises for Staff Management:

The purpose of answering the questions below is to gain information regarding your staff members and how they are configured.

a. From the Session Console, click and select Common Configuration > Staff Management > Profiles. How many profiles are listed? Are the profile names intuitive? Right click on a profile and select Edit. (To exit, click Cancel.) When viewing a specific profile, which features are enabled for access?

b. Next, select Common Configuration > Staff Management > Staff Accounts. Which group names are listed? How many groups are listed? Which staff members belong to which groups? Right click on a staff member and select Edit. How is the staff account configured? What is the email address for the staff member? Which profile is the staff member assigned to?

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Customizable Menus

Manual Reference: 7.0 System Configuration Manual, chapter 4, “Common Customizable Menus” and 7.0 Service Administration Manual, chapter 3, “Service Customizable Menus.”

The options listed in the Customizable Menus section of the Management and Configuration page allow you to add specific items to various fields in RightNow Service. This allows you to configure your application to meet your specific needs.

Customizable menus are accessed from both the Common Configuration and Service Configuration menus as displayed below. In the options for the Common Configuration menus, the Product Catalog and Price Schedules options are enabled only if RightNow Sales is enabled for your site.

Customizable Menus from Common Configuration Menu

Customizable Menus from Service Configuration Menu

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Countries and Provinces: The Countries and Provinces table list countries and their states or provinces that can be selected when editing an organization or contact record. Organization Address Types: This table allows you to edit the address types available when editing an organization record. Contact Types: This table allows you to customize the Contact Type field that can be set when editing a contact record on the Contacts tab. Products and Categories: The Products and Categories tables list the products, sub-products, categories and sub-categories configured for your site. These values may be enabled for use on the end-user pages and administrative pages for different interfaces. Incident Dispositions: This table lists the dispositions you configure to assign incident to. This can help you classify the types of support incidents that are submitted. Incident Statuses: This table lists the default and custom statuses used with incidents at the Support Console. Each status has an associated Status Type – Unresolved, Waiting, or Solved. Incident Queues: This table lists incident queues that are configured for your site. You can use rules to assign new incidents to a specific queue. Then, staff members can pull incidents from queues that are configured in their profiles. Answer Statuses and Answer Access Levels: These tables list the specific answer statuses and answer access levels used for publishing answers to your end-user pages. These items are addressed in the Answer Console section of this document. Billable Tasks: This table lists items that are used for billing time for incidents at the Support Console.

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Exercises for Customizable Menus:

The purpose of answering the questions below is to gain information regarding the customizable menus. To see the configuration for a specific item in a table, right click on the name in the left-hand field and select Edit. Be sure to click Cancel to exit the window.

a. From the Session Console, select Service Configuration > Customizable Menus > Products. How many products are listed? Do any of your products have sub-products? Right click on a value and select Edit. The text entered in the Language Name field is the name used on the administrative and end-user pages. Which visibility options are enabled? Each item may be enabled for use on the administrative consoles (Support and Answer Consoles) and the end-user pages for each interface listed. Click Cancel. Right click on other products to check their language name and visibility. Always click Cancel to close the page.

b. From the Session Console, select Service Configuration > Customizable Menus > Categories. How many categories are listed? Do you have any sub-categories listed? Which categories are visible to the end-user pages?

c. From the Session Console, select Service Configuration > Customizable Menus > Incident Statuses. You will see four default statuses listed – Unresolved, Updated, Waiting, and Solved – along with any custom statuses previously configured.. How many statuses are listed? Do you have any custom statuses listed?

d. From the Session Console, select Service Configuration > Customizable Menus > Incident Queues. Are any queues listed? If so, how many?

e. From the Session Console, select Service Configuration > Customizable Menus > Billable Tasks to view the list of options available when billing time for an incident. The Edit button allows you to modify the task name. How many items are listed?

April 2005 16

Custom Fields

Manual Reference: 7.0 System Configuration Manual, chapter 5, “Common Custom Fields” and 7.0 Service Administration Manual, chapter 4, “Service Custom Fields.”

Custom fields allow you to gather additional information related to incidents submitted, individual contacts who use your site, organization information (if you have contacts associated by their company or organization, and information related to answers published to your end-user pages.

Custom fields are accessed from both the Common Configuration and Service Configuration menus as displayed below. Custom fields for Staff Accounts, Contacts, and Organizations are configured through the Common Configuration menu. Custom fields for incidents or answers are configured through the Service Configuration menu. The Sales Products custom field option is enabled only if RightNow Sales is enabled for your site.

Custom Fields from Common Configuration Menu

Custom Fields from Service Configuration Menu

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Custom fields can be configured as text fields, text areas, menu fields, radio buttons, dates, or integers. The types of custom fields utilized in RightNow Service are listed below:

Staff Account: Staff Account custom fields are associated with staff accounts configured for your staff members. Contact: Contact custom fields track information related to each individual contact on the Contact tab at the Support Console. These fields can be enabled on the end-user pages for use when a contact creates an account or on the My Stuff Profiles page. Organization: Organization custom fields track information for each organization on the Organization tab at the Support Console. Depending on your site’s configuration, individual contacts may or may not be associated to organizations. Incident: Incident custom fields are associated with incidents in the Support Console. Incident custom fields display on the Details tab. These fields may be visible on the Ask a Question page so that customers submitting assistance requests are requested to provide pertinent information. Answer: Answer custom fields are used with answers at the Answer Console. Each custom field can be enabled for visibility on the end-user pages when viewing an individual answer.

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Exercises for Custom Fields:

The purpose of answering the questions below is to gain information regarding the custom fields configured for your site. To see the configuration for a specific item in a table, right click on the name in the left-hand field and select Edit. Be sure to click Cancel to exit the window.

a. From the Session Console, select Common Configuration > Custom Fields > Contacts. Right click on a field in the left frame and select Edit. Click Cancel to close the right frame. How many contact custom fields are listed? What types of fields are configured? Which fields are required? Which visibility settings are enabled?

b. From the console, select Common Configuration > Custom Fields > Organization. Right click on a field in the left frame and select Edit. Click Cancel to close the right frame. How many organization custom fields are listed? What types of fields are configured? Which fields are required? Which visibility settings are enabled?

c. From the console, select Service Configuration > Custom Fields > Incidents. Right click on a field in the left frame and select Edit. Click Cancel to close the right frame. How many incident custom fields are listed? What type of field is configured? Which fields are required? Which visibility settings are enabled?

d. From the Session Console, select Common Configuration > Custom Fields > Answers. Right click on a field in the left frame and select Edit. Click Cancel to close the right frame. How many Answer custom fields are listed? What types of fields are configured? Which fields are required? Which visibility settings are enabled?

April 2005 19

Support Console: Incidents

Manual Reference: 7.0 Service Agent Manual, chapter 3, “Support Console Navigation” and chapter 4, “Incidents.” Also, chapter 8, “Organizations and Contacts.”

The Support Console allows staff members to respond to questions submitted from your site visitors and customers. The view you see when first clicking the Support Console icon might be customized specifically for your needs. For more information on this, refer to the Views at Each Console section of this document.

Each incident has both a status and status type associated with it. The status type lets you know if the incident has been resolved. Possible values for the status type are: Solved, Unresolved, or Waiting. Waiting means that a response has recently been sent to the customer, but you have not heard if the incident is actually solved. After a set period of time, the application automatically sets waiting incidents to solved unless the incident is updated.

The status provides more detailed information regarding the incident. Default values are: Solved, Unresolved, Updated, Waiting.

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The Support Console also lists contacts who have accounts and can submit assistance requests to your site. The specific information regarding each contact depends on how your site is configured.

Contacts may or may not be associated with organizations, depending on the nature of your customer base. Additional information regarding contacts and organizations are captured using contact and/or organization custom fields.

April 2005 21

Exercises for Support Console – Incidents:

a. Go to the Support Console. If possible, set the view to be Incidents: Which fields are included as columns in the top section of the console? How many incidents are listed?

b. Click the Search icon in the top navigation bar. Which fields display in the pop-up Search box? Which fields are listed in the Text Search menu? Practice searching for different groups of incidents. For example, change the fields in the Search pop-up to search for all incidents assigned to a specific staff member or to search for incidents assigned to a specific product. Search for all unresolved incidents. How many unresolved incidents are there? How many waiting incidents? How many incidents are assigned to different groups or staff members?

c. Double click on an incident listed in the top grid. Click Cancel to close the incident when you are finished. What is the status of the incident? Who is the incident assigned to? When was the incident last updated or responded to? Which fields are listed as pull-down menus in the sidebar? Click the Details tab. Which fields are listed? How are the fields set?

d. Click the Quick Search option. Enter the reference number for the test incident you submitted from the Ask a Question page. Who is the incident assigned to? What status is the incident? Click the Contact tab. Is the information on the Contact tab correct?

April 2005 22

Exercises for Support Console – Contacts and Organizations:

The purpose of answering the questions below is to gain general information regarding your site’s contact and organization records.

a. Go to the Support Console. Switch the view to Contacts: Which fields are included as columns in the top section of the console? Are any records listed at the top of the page? If not, this means that you have to click Search to actually perform a search for records.

b. Click the Search icon in the top navigation bar. Which fields display in the pop-up Search box? Which fields are listed in the Text Search menu? Practice searching for different contacts. For example, enter an “a” in the Last Name field and click Search. Enter your last name in the search box and search. How many contact records are returned with your search?

c. Double click on a record in the top grid. What contact information is available? At the bottom of the contact page, are any incidents listed for the contact? Click the Organization tab. Does the contact belong to an organization? If so, what organization information is listed?

April 2005 23

Answer Console

Manual Reference: 7.0 Service Administration Manual, chapter 11, “Answer Creation and Maintenance” and chapter 12, “Answer Console.”

The Answer Console allows access to both the answers that are published to your end-user pages and any private or proposed answers that have not yet been published. As with the Support Console, the view you see when first clicking the Answer Console icon might be customized specifically for your needs. For more information on this, refer to the Views at Each Console section of this document.

Two features listed in the Customizable Menus section of the Management and Configuration page directly affect the Answer Console. Answer Statuses allow you to create custom statuses to better manage and classify the answers in your knowledgebase. Each custom answer status you create may be configured to be either a private or public status types. Only answers assigned to a public status type may be published to the end-user pages.

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Answer Access levels are used primarily with the privileged access feature and also if your site has multiple interfaces. You may allow answers assigned to a custom access level to be visible from one interface without being visible to all interfaces.

In order for an answer to be published to the end-user pages, an answer must meet several criteria:

1. The product and category that the answer is assigned must be visible to the end-user pages for the interface.

2. The answer status must be a public status type.

3. The visibility of the answer access must be enabled for the interface.

4. The answer must be assigned to the appropriate language used for the interface.

In addition, Meta-Answers are enabled at the Answer Console. Meta-answers are used primarily if you have privileged access enabled or if your site has multiple interfaces that use different languages, for example, your site has both a German and English interface. Meta-answers allow you to group similar answers within a meta-answer so that you can manage the overall content of your site. For example, if your site has both German and English interfaces, you can assign the German and English version of each answer to the same meta-answer so that you can more easily find the related content.

April 2005 25

Exercises for Answer Console:

The purpose of answering the questions below is to gain general information regarding the contents and usage of your Answer Console.

a. From the Service Configuration Console, select Customizable Menus > Answer Statuses. You will see four default statuses listed (Private, Proposed, Public, and Review) along with any custom statuses previously configured. Right click on a status and select Edit to see the language name and status type for that status. Click Cancel when finished. How many statuses are listed? Do you have any custom statuses listed? Which statuses have a Public status Type?

b. From the Service Configuration Console, select Customizable Menus > Answer Access. There are two default access levels (Help and Everyone) along with any custom access levels previously configured. Right click on an access level and select Edit to view the name and visibility of the access level. Click Cancel when finished. How many access levels are listed? Do you have any custom access levels defined? Right click on Everyone and select Edit. By default, the visibility is enabled for all interfaces listed. Is this the case with your site? If you have a custom access listed, right click on one of the custom access levels and select Edit. Is that access level visible on the end-user pages for any of the interfaces listed? Which interfaces?

c. Next, open the Answer Console. At the Answer Console, which fields are columns at the top of the page? Click the Search option. Which fields are included in the Search pop-up box? Which fields are listed in the Text Search menu?

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d. Practice searching for different groups of answers. For example, search for all the Public and Proposed answers. How many answers are in the Answer Console? How many public answers are in the Answer Console? How many private answers are in the Answer Console?

e. Double click on one of the answers listed. Click Cancel to close the answer. What are the status and access level for the answer? What information is contained in the summary, question, and answer fields? Click the Details tab. What information is listed? What other custom answer fields are displayed? Click the Meta-Answer tab. Which products and categories is the answer assigned to?

April 2005 27

Live Console

Manual Reference: 7.0 Service Administration Manual, chapter 17, “RightNow Live” and 7.0 Service Agent Manual, chapter 9, “RightNow Live.”

Note: If the Live Console option does not appear when you click the Service Module icon , your site is not using RightNow Live. RightNow Live is a chargeable item and is billed in addition to RightNow Service.

The Live Console lists the available agents who are logged in to receive chats and how many active and idle sessions are available for each agent. In addition, customers who have requested chat sessions, but are still waiting for an available agent are listed in the User Queue along with the length of time they have been waiting.

April 2005 28

Exercises for RightNow Live:

The purpose of answering the questions below is to gain general information regarding your site’s use of RightNow Live.

a. Determine which staff members can log in as Live agents. Review the profiles configured for your staff members. In the profile, click the Service tab to determine which profiles have the Live options enabled: Call Back, Chat, Supervisor, or Monitor. From the Common Configuration Console menu, select Staff Management > Profiles. Right click on a profile and select Edit to open the profile. Click the Service tab to check the Live options. Click Cancel. How many profiles have the Live options enabled? How many staff members can log in to support chat sessions (check the staff accounts?

b. Determine which information is requested from customers when they initiate a chat session. From your end-user pages, click the Live Assistance link or tab. The email address and first and last names are included by default. What, if any, additional fields are listed?

If your site has RightNow Live enabled, please work with your staff members who are Live agents to determine how RightNow Live is used specifically within your company.

April 2005 29

Views at each Console

Manual Reference: 7.0 System Configuration Manual, chapter 9, “Views.”

Views allow staff members to customize and control the display of information on end-user pages and at the Support and Answer consoles. Configuring views is quite similar to configuring reports in the Analytics Console.

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When creating or editing a view, you can define the components listed below:

• Data Set: The Data Set tab includes the Table Instances, which specifies which database tables are used in the view, and the filters used to restrict which data is included in the view. Filters can be either fixed (so that staff members cannot change them) or run-time selectable (so that staff members can change the value of the field when they click the Search icon). You can also specify default values for your filters menus so that when the page first loads, items are restricted to those default values.

• Output: The Output tab specifies the output columns for the view and how data is grouped and sorted. This allows you to display additional information at the console or end-user page.

• Permissions: The Permissions tab specifies which profiles have access to use or edit the view, and which profiles use the view for the default view.

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Exercises for Console Views:

The purpose of answering the questions below is to gain general information regarding views already configured for your RightNow Service application.

a. From the Service Configuration menu, select Views > Support > Console. How many different views are listed for the Support Console? Next, select Views > Answer Console. How many views are listed for the Answer Console?

b. Double click one of the views or right click and select Edit. What are the table instances for the view? Which fields are set as filters for the view? On the Output tab, click Output. Which fields are listed as output columns for the view? Click Result Ordering. Which fields are listed in the Order Results by section?

c. Go to the console for the view you opened in step b above, namely, the Support or Answer Console. When you click Search, do the fields in the pop-up match the fields listed in the Run-time Selectable Filters section of the view? For the display of items, do the columns of information match the fields listed on the Output tab in the Output section?

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Business Rules

Manual Reference: 7.0 System Configuration Manual, chapter 8, “Business Rules Management.”

Business rules allow you to configure RightNow Service to route or assign new incidents automatically based on criteria you specify. You can also escalate existing incidents to notify leads and managers if incidents have not been handled in an appropriate time period.

You can also create rules for contact, organization, and answer records. It is most common to have rules set up for incidents, so this document will focus on incident rules.

When working with rules, you can either view the existing ruleset (that is currently acting on incidents in your site) or you can create a copy of the existing ruleset and edit the copy. Then, when you have edited the ruleset to meet your needs, you need to activate the copy of the rules so that the copy of the ruleset replaces the existing rules on your site.

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With rules, each incident is set to a “rule state”. When the incident is created, it is initially associated with the initial rule state and rules are defined for that initial rule state. This is what allows new incidents to be routed and handled. Then, the incident should match a rule that transitions the state to a non-initial state so that the incident is no longer compared to the initial set of routing rules. This is what allows incidents to be escalated from the non-initial rule state.

Your ruleset can also include functions that consist of a group of rules. Functions can be called from multiple rules in your overall ruleset.

In addition, you can use the Rule Log to determine which rules acted upon a specific incident. From the Common Configuration menu, select Rules > Rule Log.

Enter the reference number for the incident in the ID field to see which rules acted upon the incident and when.

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Exercises for Business Rules:

The purpose of answering the questions below is to gain a general understanding of how rules are configured for routing and escalating incidents in your site.

a. From the Service Configuration menu, select Rules > Incident > View Active. What is listed in the States container? How many states are listed? Can you tell which state is the initial state? How many rules are listed? How are the rules named? What information can you get from the names? How are the rules ordered? The order of the rules is very important in determining how new incidents get routed. Are any functions listed? If so, which rules are listed within the functions?

b. Double click on a rule or right click and select Edit. Are there criteria specified in the If part of the workflow rule? What actions are listed in the Then section of the workflow rule? Does the incident get routed to a queue or to a specific staff member or staff group? When finished reviewing this rule, click Cancel.

c. Review other workflow rules in your list using the steps above. How many workflow rules apply to incidents submitted through the Ask a Question page? How many apply to incidents created from email submittals? After reviewing your workflow rules, does the order of the rules make sense to you? Which rules are at the top of the list? How do these incidents get routed?

d. From the Common Configuration menu, select Rules > Rule Log. Enter the reference number for the incident you submitted from the end-user pages. Did any rules act on the incident? If so, which ones?

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Exercises for Escalation Rules:

The purpose of answering the questions below is to gain general understanding of escalation rules configured for your site.

a. Is there a function named Escalation or something similar? If so, how many rules are listed? How are they named? What information can you get from the names? How are the escalation rules ordered?

b. There are typically two rules for each type of escalation. One rule (usually named a “chain” rule) sets the escalation period, the other rule execute the actions for the escalation. How many pairs of escalation rules are there?

c. Right click on a “chain” rule and select Edit. When finished reviewing this rule, click Cancel. What criteria are specified in the If part of the rule? What actions are listed in the Then section of the rule? Open the matching rule that corresponds to the chain. Does the incident get routed to a specific staff member? Do certain staff members get notified when the incident is escalated?

d. Review other escalation rules in your list using the steps above. After reviewing your escalation rules, does the order of the rules make sense to you? Which rules are at the top of the list? How do these rules affect incidents?

e. Go to the Support Console and view the unresolved incidents in your console. Are any of the incidents displayed in a different color? This means that the incident has been escalated. If so, open the Rule Log and enter the reference number for the incident. Does the rule log indicate that an escalation rule affected the incident? If so, which escalation rule(s)?

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Configuration Editor

Manual Reference: 7.0 System Configuration Manual, chapter 7, “System Configuration.”

The Configuration Editor allows staff members to enable and disable features for each interface and to customize text and the overall display of the interface. The Configuration Editor allows you to control the specific features and customization utilized for your application.

The purpose of this section is to describe the components of the Configuration Editor and to gain familiarity with these features. Do not change the values of settings or edit files during the exercises provided.

The Configuration Editor consists of several components listed below:

Settings: RightNow Service includes several configuration settings that may be edited to specify certain information or to enable and disable particular features. The log file allows you to view which changes have been made to the settings historically and by whom. Wizard: The configuration wizard is designed for use when initially installing RightNow Service. You can use the wizard to answer a series of questions and, based on your answers, several configuration settings are automatically set. Message Bases: In RightNow Service, message bases are the text strings used throughout the application, including text displayed on the administration and end-user pages and text in the email messages sent by the application. File Manager: The File Manager allows you to access files used to customize your site’s end-user pages. This includes the default stylesheet.

The System Configuration menu also allows access to the error log and the ability to customize the name and colors used with the interface.

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The configuration settings and message bases are grouped by their usage within RightNow Service, including whether the feature or text affects the user interface or is more common to the overall application. Each interface has its own configuration editor so that text and features may be customized for interfaces separately. Available interfaces are listed in the upper, left corner of the screen.

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Exercises for Configuration Editor:

The purpose of these exercises is to gain familiarity with navigating in the Configuration Editor and viewing the features included.

a. From the Common Configuration menu, select System Configuration > Settings. Note that you can also select Message Bases or File Manager to go the specific feature within the Configuration Editor. In the right-hand frame, click RNT User Interface. Click on the heading bar that says End User Interface. Each configuration setting under that heading will be listed in the right-hand frame along with the description of that setting. In the left-hand frame, click on the SHP_ENABLED configuration setting. Is this setting enabled? If the Yes radio button is selected, then the Support Home Page is enabled for your site. Check the configuration settings listed below to determine which of these features are enabled for your site. Do not change the values for any of the settings listed below. SHP_ANNOUNCEMENTS: Enables the announcements box on the Support Home page. ASK_ENABLED: Enables the Ask a Question page on your end-user pages. ANS_ENABLED: Enables the Find Answers page on your end-user pages. ANS_PRV_ENABLED: Enables privileged access for your site. ADP_PRODUCT and ADP_CATEGORY: Enables the display of the product and category fields when viewing an answer from the end-user pages. MYQ_ENABLED: If enabled, allows your site visitor to view the questions they have submitted through their site. To exit this area, click Cancel and Exit.

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b. From the Configuration Editor, click the Message Bases tab. Similar to the exercises for the configuration settings, in the right-hand frame click RightNow. Note that with message bases, there is a Category drop-down menu in the upper, left corner that allows you to select a general type of message base. You can also select Entire File from the Category menu to see all message bases listed. You can also search for specific text. Select End User – General from the Category menu and click the Tab Labels heading. In the right-hand frame, you will see a brief description of the message base and the default text used for the message base. Check the message bases used for your interface. Click on each of the message bases listed below. What text is entered in the Message field? Have any of these message bases been edited from the default text listed in the Description box? ANSWERS_HDG: This specifies the text used on the Answer tab on the end-user pages. MY_STUFF_HDG: This specifies the text of the My Stuff tab on the end-user pages. SHP_TITLE_HDG: This specifies the title used on the Support Home page. FIND_ANS_MSG: This specifies the text displayed on the Support Home page for the Find Answers link. Select End User – Email from the Category menu. These message bases are used to customize the text used in email messages sent to customers in response to assistance requests. The headings correspond to the Email messages listed in the Email Messages table accessed from the Management and Configuration page. Click the Incident Closed heading and review the descriptions of the message bases listed. To exit the message bases area, click Cancel and Exit.

c. From the Management Configuration Editor, click the File Manager tab. View the menu items listed for the Switch to menu. For descriptions of the files in the File Manager, refer to the 7.0 System Configuration Manual, chapter 7, System Configuration.

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Analytics Console

Manual Reference: 7.0 Analytics Manual

RightNow Service includes several standard reports and the ability to create custom reports to address specific reporting needs. Chapter 4 of the 7.0 Analytics Manual provides examples and descriptions of all standard reports in RightNow Service.

The specific folders in the left frame depend on which modules are enabled for your application. The Service folder includes standard reports. The Reports container is used to organize reports that can be accessed by multiple staff members. The Permissions tab specifies which profiles allow access to the specific report. In addition, each staff member has a My Reports container that can be used to organize reports that are private and can be accessed only by the individual staff member.

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The Scheduling tab allows you to define report subscriptions that can be sent at regular frequencies to staff members, groups, or other email addresses you specify. Reports are sent via email to recipients at the frequency configured in the subscription.

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Exercises for Standard and Custom Reports:

The purpose of answering the questions below is to gain general information regarding standard and custom reports in RightNow Service.

a. From the Session Console, click the Analytics Console icon.

b. Expand the Service folder in the left frame. Which reports seem to be of greatest interest to you? What other folders are listed?

c. Double click on a report or right click and select Run. If necessary set the filters and click Generate. Repeat for other reports. How does the data display? How do you interpret the data? If necessary, refer to the 7.0 Analytics Manual for a description of the report.

d. Are there any reports in the My Reports container? Is there a folder for custom reports in the top Reports container? What naming convention is used for custom reports, i.e. are staff member initials associated with the report name?

e. Right click on a custom report and select Edit. On the Filters tab, which tables are listed in the Table Instances area? This defines what type of information can be included in the report. Which fields are listed in the Fixed Filters and Run-time Selectable Filters sections? On the Output tab, click the Output option. Which fields are listed as Output Columns? These fields are displayed when the report is generated. Click Result Ordering. Which field or fields are listed in the Order Results by section? Click the Scheduling tab. Are there any report schedules defined?

f. Double click on the custom report you just opened to generate the report. (You don’t need to close the edit report page.) Does the report output match what you expected to see? Is the report output sorted by the fields specified in the report?

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Multiple Interfaces

Manual Reference: 7.0 System Configuration Manual, chapter 12, “Multiple Interfaces.”

Multiple interfaces provide additional sets of end-user pages (interfaces) for use across distinct divisions, product lines, or services. For example, a company may wish to use a second interface to support another product line or division within their company. Additional interfaces can also be used when a product is supported across multiple languages. In that situation, a company may have one interface for English language support, another interface for French support, and yet another interface for Spanish support.

Though the interfaces may appear to be completely unrelated from the end-user pages, the interfaces are run using the same overall database. The administration pages may be configured to allow access to information from all interfaces or access may be restricted to access information for specific interfaces.

Each interface will have separate URLs for the end-user pages. Each interface will also have administration consoles for each end-user interface. From the Management & Configuration Consoles, you can frequently edit features for one or more interfaces. When you have logged in to one interface, you can use the Links icon in the top, right part of the navigation bar to select Interfaces to select the appropriate interface and console to open.

Common areas where multiple interfaces affect your site are:

• Configuration Editor: To configure an interface, you must use the configuration editor for that interface. You can access the editor from any interface, however, make sure you have selected the appropriate interface name in the left side of the configuration editor when editing settings, message bases or file in the File Manager.

• Profiles: Profiles can be used to restrict a staff member’s access to a specific interface.

• Views: Similar to profiles, views can restrict access at the Support Console to incidents submitted through a specific interface. A fixed filter for the interface field can be added to the view.

• Products and Categories: Products and categories can be configured to be visible on the end-user pages for an individual interface or may be visible to all interfaces, depending on the similarity in content between interfaces.

• Answer Access Levels: Custom answer access levels can be used to publish answers to only one interface if the product and category are visible to all interfaces. In that way, an answer access level may be visible to one interface so answers appear on the end-user pages for one interface.

• Custom Fields: Similar to products and categories, custom fields can be configured to be visible for unique interfaces for both the administration and end-user pages.

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Exercises for Multiple Interfaces:

The purpose of answering the questions below is to gain general information regarding multiple interfaces used with your RightNow Service application.

a. Log in to the administration pages for your site. One of the easiest ways to tell if you have more than one interface is to check the Configuration Editor. From Common Configuration menu, select System Configuration > Settings. In the left column, look under the heading “Available Interfaces”. Each item listed in a unique interface associated with your site. How many items are listed? If more than one interface is listed, continue with the rest of these exercises.

b. Each interface has its own set of configuration settings, message bases, and its own file manager at the Configuration Editor. By default, when you first go to the Configuration Editor, the interface you are logged in to is highlighted in white. This means that you are in the Configuration Editor for that interface. Click another interface listed in the left-hand column. Did it become highlighted in white when you clicked it? If yes, then you successfully switched to the configuration editor for the other interface.

c. From the Common Configuration menu, select Staff Management > Profiles. From the naming convention of the profiles, does it seem that certain profiles might limit access to one interface? Right click on the profile listed and select Edit. Which items are highlighted in the Accessible Interfaces? This field is what determines if a staff member can log in to the administration pages for that interface. Click Cancel.

d. From the Service Configuration menu, select Customizable Menus > Products. Right click on a product or sub-product and select Edit. Which visibility boxes are enabled? If the Administration box is enabled next to the interface listed, the product will be included in the drop-down menus when logged in to that interface. If the End User box is enabled for the interface, the product will be included in the products menu on the end-user pages for that interface. For the product selected, what is the visibility for the product? Click Cancel. Right click on another product or sub-product listed and select Edit. Is the visibility for this product different than the visibility for the first product you looked at? Again, click Cancel

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e. From the Service Configuration menu, select Customizable Menus > Categories. Right click on a category and select Edit. What is the visibility for this category? Check the visibility for other categories listed in the table.

f. From the Service Configuration menu, select Customizable Menus > Answer Access. By default, Help and Everybody should be listed. Are any other access levels listed? If so, right click on the name and select Edit. For that access level, which interface(s) are enabled for visibility? Which interfaces will display answers assigned to that access level? Note: If the answer access level does not have any visibility checkboxes enabled, this indicates that the access level is used for privileged access. For more information regarding the privileged access feature, refer to chapter 13 in the 7.0 Service Administration Manual. Click Cancel.

g. From the Management the Service Configuration menu, select Custom Fields > Answers. Are any custom fields listed? If so, right click on a field and select Edit. For which interfaces is the custom field visible? Check the visibility of other custom fields, including the incident, contact, and organization custom fields. Are custom fields configured for specific interfaces or do they generally appear across all interfaces?

h. Visit the end-user pages for your different interfaces. You can use the Links icon and select Interfaces > Interfacename > End-User. How are the sites different? Are the products and categories listed different between interfaces? Which end-user pages are enabled for the different interfaces? How many different answers are listed for your different interfaces?

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