The following are trademarks of RightNow Technologies, Inc.: RightNow SmartSense; RightNow Service; and SmartAssistant.

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1 STUDENT RELATIONSHIP MANAGEMENT (SRM) SYSTEM

2 Disclaimer Any data used in this document and course is fictitious and any resemblance to current or past students or staff of The University of New England or any other persons is purely coincidental. Trademarks The following are trademarks of RightNow Technologies, Inc.: RightNow SmartSense; RightNow Service; and SmartAssistant. Windows and Internet Explorer are registered trademarks of Microsoft Corporation. Version /06/2008 Copyright 2008 University of New England 2

3 TABLE OF CONTENTS Table of Contents...3 Guide Overview...5 Logging into the SRM System...6 Installing the SRM Application...6 Logging into the SRM Application...7 SRM Console Navigation...8 Understanding the Different Views available in Incident Items...9 Searching for Records...10 Contacts...10 Understanding the Different Tabs in the Contact Screen...11 Incidents...13 Understanding the Different Tabs in the Incident Screen...14 Creating New Records...16 Contacts...16 Incidents...17 Viewing and Resolving Incidents...18 Filling My Inbox...18 Responding to an Incident...19 Understanding Statuses...20 Response Tools...21 Smart Assistant...21 Search Knowledgebase...22 Standard Text...23 Re-assigning an Incident...24 Forwarding an Incident...25 Proposing an Incident as an Answer...26 Logging out of the SRM System

4 The Foundation of a Great Experience is Knowledge Knowledge at the point of action right knowledge, right place, right time Steps to Great Student Experiences Establish a knowledge foundation Empower students Empower frontline employees Offer multi-channel choice Listen to students and prospective students Design seamless experiences through integration Engage proactively Measure and improve continuously Excerpts from RightNow Technologies presentation: How to Deliver Exceptional Customer Experiences, June

5 GUIDE OVERVIEW UNE s Student Relationship Management (SRM) system is designed to enhance the experience of both current and future students by providing them with rapid, accurate and consistent responses to their enquiries. The SRM is a Customer Relationship Management (CRM) system operating on the platform provided by RightNow Technologies. CRM systems are being used successfully to transform enquiry management in a wide range of commercial and government organisations and in an increasing number of Australian Universities. In order to retain a strong position in an increasingly competitive higher education market, UNE must continue to improve its enquiry management processes. Our goal is to help drive retention and recruitment activities for UNE by standardising enquiry management processes, reducing the overall number of routine enquiries through the provision of excellent self-service facilities and by ensuring that we can respond to more complex enquiries in the most efficient manner possible. To achieve a satisfactory student enquiry experience we need to ensure that we capture all student enquiries whether received electronically, by phone or face to face. Systematically recording all enquiries helps us develop a 360 degree view of our current and future students. No matter how or when they contact us, we know about them and can avoid giving them the run around when they are looking for answers. This approach will greatly assist our efforts in retaining our current students and in making it easier for future students to select UNE for their studies. The SRM also includes advanced marketing functionality which is being rolled out for use by UNE s marketing departments. Ensuring that we capture all enquiries within the system will be critical to our use of the SRM for marketing purposes. This guide has been developed to assist UNE staff to efficiently manage enquiries within the SRM. It is a basic guide aiming to provide a quick reference for staff in navigating the system to search for, create and respond to enquiries. We hope that you find this guide and the accompanying training useful in assisting you to handle student enquiries. 5

6 LOGGING INTO THE SRM SYSTEM Installing the SRM Application The first time you use the SRM System on a workstation the application will need to be installed, prior to logging in. 1. Open a web browser and enter the following address: 2. Click on Install RightNow CRM to begin installing the software 3. The Microsoft.net 3.5 Framework and the SRM application will then begin to download 4. When the application has installed the login page will appear 5. Enter your assigned Username and Password 6. Click Login to access SRM 6

7 Logging into the SRM Application 1. Click on the Start button (in the lower, left corner of the screen) 2. Select Programs, then RightNow Technologies 3. Click on RightNow 4. The login page will appear 5. Enter your assigned Username and Password 6. Click Login to access SRM Warning: The RightNow CRM contains confidential student information; therefore passwords to the system must be kept secure. Never leave logged-on sessions unattended and accessible either lock the computer or log out of the system. 7

8 SRM Console Navigation When you login to the SRM System your Inbox will open by default so that you can view the incidents assigned to you. There are many useful functions in the SRM Console which enable you to create and action the items you are working on. Multiple tabs in the workspace allow you to work on a variety of items simultaneously. Note: Some profiles will have additional buttons in their console to access other records including answers, analytics and common configuration for staff management. There are a number of useful functions visible in the SRM console. These are defined briefly in the list below (please note that not all of these functions are constantly visible in the console; many appear or disappear as you view and work on items within the SRM system): Open New Save Save & Close Copy Print Forward Assign Propose Search Reset Click here to open an existing contact or incident Click here to create a new contact or incident Click here to save your changes on the contact or incident Click here to save your changes on the contact or incident and exit from that record Click here to copy the currently selected contact or incident Click here to print the currently selected contact or incident Click here to forward the contact record or incident out as an Click here to assign a task or incident to a user of the SRM System Click here to convert an incident response into an answer Click here to find an existing record or update the search parameters to help find the record Click here to re-set the default parameters of a report 8

9 Refresh Spell Check Expand Info Help Click here to refresh, allowing you to view the most current records in the SRM Console or report Click here to spell check the document Click here to expand the contact or incident text Click here to receive additional information about the contact or incident you are working on Click here to access RightNow Technologies online help feature Understanding the Different Views available in Incident Items Within the Incidents Button there are a number of Incident Items available in left of the screen. These views include the following: Notifications: This view displays notifications of incidents. When an incident, task or answer has been assigned to you the system will place a message in your Notifications. My Inbox: This view displays all your unresolved and updated incidents. This view displays the incident subject, the contact name and student number (where applicable), the date created, date due and the current status of the incident. My Incidents: This view may be used as a primary view when responding to incidents. This view displays incidents grouped by status and a count of the number of incidents in each group. Today s Incidents: This view provides you with a quick look at how many incidents you have assigned to the unresolved and waiting statuses during the current day. This view displays the subject, full name, student number (where applicable), status, queue, assigned staff member, date created and action for all incidents with an Unresolved or Waiting status created or updated during the current day. Incidents: This view shows all unresolved incidents sorted by incident reference number. This view displays the subject, status, contact name, assigned staff member, date created and the date last updated for all incidents with an Unresolved status. Escalated incidents are displayed in red text. Note: This view may not be available to you. Queues: This view provides a way to quickly assess the current unresolved workload in incident queues. This view groups incidents by queues and displays the queue ID, the time of the earliest dues incident in each queue and the number of incidents in each queue with an Unresolved status. Note: This view may not be available to you. Note: Staff with access to additional buttons, including Answers and Analytics, will have additional views available in their console. 9

10 SEARCHING FOR RECORDS Contacts In order to find existing contact records in the system, use the Basic_Contact_Quick_Search option in the Quick Search area of the SRM Console. 1. Locate the Quick Search option (in the lower, left-hand corner of the SRM Console) 2. Select Basic_Contact_Quick_Search using the drop down list in Quick Search 3. Enter available information to find the contact that you are looking for 4. Click on Search 5. Double click on Open or on the desired row to access the appropriate contact to view or edit 10

11 6. View or edit the contact record 7. Click on Save or Save & Close once record has been edited Note: If there is only one match to the search criteria then the contact s details will open into the contact screen. However, if there are multiple matches the list will be displayed in a Contact Quick Search list. Select the contact that you want from the list by double clicking on it or selecting open. Understanding the Different Tabs in the Contact Screen There are 5 different tabs that you can select when adding or viewing information about a contact: Notes: The Notes tab enables you to view and/or add notes about a contact. To add notes simply click on the Notes tab and select Add Note. Type any necessary notes about the contact and the channel it came from (phone, , etc). Tasks: The Tasks tab allows you to create and/or view tasks for the contact. Click on the Tasks tab and select Add to create a new task. 11

12 Incidents: The Incidents tab will show you a list of any incidents associated with the contact. Click on the Incidents tab and select NEW to create a new incident for that contact. Attachments: You can view and/or add attachments to a contact record using the Attachments tab. To add an attachment click Add Files then select Browse or Search. Select a file and click Open to attach the document and return to the details tab. Click Delete if you want to remove the file, click Properties if you want to set the properties of the attachment, click Download (from the menu bar) to download the file and select Open (from the menu bar in the details tab) if you want to review the document. Audit Log: The Audit Log tab tracks all actions performed on answers by endusers, staff members and RightNow Technologies. When you select Audit Log you can see which staff member has been working on the answer, when responses were sent and when the end-user updated the incident. This information is valuable for keeping track of support interactions with end-users, especially if more than one agent is working on the same answer. Audit log information also displays any system actions that have been performed, such as when an answer status automatically changes. 12

13 Incidents In order to find existing incidents in the system, use the Incident Search option in the Quick Search area of the SRM Console. 1. Locate the Quick Search option (in the lower left corner of the SRM Console) 2. Select Incident Search using the drop down option. 3. Enter the Reference Number of the incident you are looking for 4. Click on Search 5. View or edit the incident 6. Click on Save or Save & Close if the incident has been edited 13

14 Understanding the Different Tabs in the Incident Screen There are 7 different tabs that you can select when adding or viewing an incident: Messages: The Messages tab is where you can read and respond to messages from contacts. Information available includes the time and date of any messages sent and/or received. There are three options available that you can select when adding a message to an incident: Customer Entry, Response and Private Note. Note: You should select Customer Entry when adding information to an incident on behalf of the contact (e.g. when recording an enquiry received by phone). You select Response when you want to add a response to the incident to be sent to the contact. Private Note should be used when you want to add a note to the incident that is not to be seen by the contact. Warning: Be very careful when making a Private Note about an incident. Under no circumstances should any note be entered that could be construed as offensive, insulting, derogatory or inappropriate in any way. Under the Freedom of Information legislation, contacts can and do get access to their records. You will be responsible for anything you enter into this field. Contact Details: The Contact Details tab is where you can view and edit primary contact details. Contact History: The Contact History tab will show you a list of any incidents associated with the contact. 14

15 Attachments: The SRM allows you to attach files to incidents. You can send files with incident responses or permanently attach files to incidents (these files will not be sent with the response). Select Add Files to add an attachment by either using the Browse or Search option. Tasks: The Tasks tab allows you to create a task for the incident. Click on the Tasks tab and select Add to create a new task. Audit Log: The Audit Log tab tracks all actions performed on answers by endusers, staff members and RightNow Technologies. When you select Audit Log you can see which staff member has been working on the answer, when responses were sent, and when the end-user updated the incident. This information is valuable for keeping track of support interactions with end-users, especially if more than one agent is working on the same answer. Audit log information also displays any system actions that have been performed, such as when an answer status automatically changes. Session: Session information includes all actions performed by end-users from AskUNE before submitting their question. This includes performing keyword searches, accessing My History, submitting feedback on answers and viewing related answers. Session information provides insight into how end-users are using your site and can help your RightNow administrator craft answers more specifically to effectively maintain the knowledge base. 15

16 CREATING NEW RECORDS Contacts A contact is an individual who has a contact record in the system. As an agent, your responsibility is to create and maintain contacts by entering relevant information into the system. In order to create a new contact record in the system, use the New option in the SRM Console Ribbon. 1. Click on Contact 2. A new contact record will appear 3. Enter the person s contact details into the available fields 4. Click on Save or Save & Close when finished Note: Any fields marked with an asterisk are mandatory. 16

17 Incidents When an end-user has a question, comment or concern about the programs or services offered by UNE they submit an enquiry through a variety of mediums including phone, , face-to-face and via the Contact Us tab in AskUNE. To provide a great experience to the end-user you need to efficiently log their enquiry into the SRM. In order to create a new incident in the system, use the New option in the SRM Console. 1. Click on Incident or Incident (For selected Org/Contact) 2. A new incident record will appear 3. Enter the incident details 4. Search for the appropriate contact record using the Contact Search (use magnifying glass on Contact field) and select it to populate contact details 5. Click on Save or Save & Close when finished 17

18 VIEWING AND RESOLVING INCIDENTS Filling My Inbox 1. Select My Inbox 2. Click on Fill Inbox from the Ribbon 3. The Inbox fills with additional incidents 4. Double click incident row or select Open to view and edit 18

19 Responding to an Incident 1. Click on Add button and select Response 2. Use the response tools to save time and enhance your answer Click on SmartAssistant to automatically populate answers in the response Click on Search Knowledgebase to manually search for answers to append to the response Click on Standard Text to insert templates in the response 3. Enter and edit the response 4. Click on Spell Check to check your spelling 5. Click on Send on Save 6. Click on Save or Save & Close Look at the SmartSense icon to determine the emotion or attitude of the person submitting the question. Red indicates urgency or anger while blue indicates a positive attitude. 19

20 Understanding Statuses The status assigned to an incident represents its current state. An incident can be assigned to any one of five different statuses. The appropriate status should be assigned whenever the nature of the incident changes. The five statuses below are available: Status Unresolved Updated In Progress Solved Waiting Description The unresolved status is used when an incident is first logged in the CRM. The Updated status is used when a client adds information to the incident. The In progress status indicates that staff are working on the request. When an incident is resolved the status is set to solved. This status is used when information has been requested from the client and it is yet to arrive. 20

21 RESPONSE TOOLS The messages tab has a number of tools available to help build responses to the contact. These tools also help ensure that students are provided with consistent and standard responses. Smart Assistant SmartAssistant searches the knowledge base and suggests possible answers for the incident you are editing based on the question text. You can either insert these answers as text or as a link in the incident response. 1. Click on the Smart Assistant button 2. Select the appropriate answer 3. Click on Add as Text or Add as Link to insert the answer into the response you are editing 4. Complete and edit the response 5. Click on Spell Check to check your spelling 6. Click on Send on Save 7. Click on Save or Save & Close 21

22 Search Knowledgebase Using the Search Knowledgebase function allows you to search the knowledge base and isolate answers that meet specific criteria for any incident you are editing. You can search for answers containing specific words or phrases, or you can perform a search based on criteria such as answer IDs. When you find an answer that is appropriate to the incident, you can add it as a link or as text. 1. Click on the Search Knowledgebase button 2. Look for an answer using options in the Search Knowledgebase page and click on Search 3. Select the appropriate answer 4. Click on Add as Text or Add as Link to insert the answer into the response you are editing 5. Complete and edit the response 6. Click on Spell Check to check your spelling 7. Click on Send on Save 8. Click on Save or Save & Close 22

23 Standard Text Standard text responses are available to reduce typing and to provide a consistent, professional format to responses. When responding to a customer, you can click standard text to view your choices of predefined responses and/or templates. 1. Click on the Standard Text button 2. Look for the appropriate text to add in the displayed folders 3. Select the response by clicking on the appropriate item 4. Preview the text in the Standard Text page and then click on OK to insert the text into the response 5. Complete and edit the response (the Standard Text can be edited, once inserted into the incident) 6. Click on Spell Check to check your spelling 7. Click on Send on Save 8. Click on Save or Save & Close 23

24 Re-assigning an Incident You will need to re-assign an incident in cases where you have reviewed the incident and determined that it needs to be solved by another person or area. 1. Determine the area or person that can solve the incident 2. Edit the following fields appropriately Set the Assigned field to [No Value] or to the appropriate staff member for resolution Set the Queue to the appropriate area If the Topic is incorrect, set the Topic to the appropriate area 3. Click on Save & Close 24

25 Forwarding an Incident There may be some occasions when you need to use the expertise or get the advice of somebody who does not have access to the SRM. To forward an incident: 1. Locate the incident that you want to forward 2. Display the incident in the usual way 3. Click on Forward 4. The Forward Incident dialogue box will open 25

26 5. Fill in the To, Cc and Bcc fields as required for your intended recipients 6. Include any notes or contact information associated with the contact if desired 7. Add any attachments 8. Enter any additional comments you want to send with the copy of the incident 9. Click the Send button to forward the incident Proposing an Incident as an Answer After your incident is solved, and you think the solution to an incident should become part of the SRM knowledge base, you can use the propose option to submit it for consideration. This feature empowers you to contribute to enhancing the number and quality of answers available. 1. Click on Propose (this brings up the Proposed Answer window) 2. Assess and edit the Incident 3. Click on OK to create an answer You can assess the content prior to actually creating an answer: General Tab: Click here to edit the proposed summary, question, answers or notes Products and/or Categories Tab: Click here to edit the proposed product and category assignments Files: Click here to edit/select files related to the incident 26

27 LOGGING OUT OF THE SRM SYSTEM 1. Click on the RightNow logo (located on the upper left-hand side of the screen) to open the Preferences Menu 2. Click on the Exit RightNow CRM button 3. Click on the Yes button, to complete the logout process 27

28 Notes: 28