RIGHTNOW OSA COMPLEXITY MATRIX

Transcription

1 RIGHTNOW OSA COMPLEITY MATRI This document outlines RightNow Professional Services Outsourced Solution Administrations tasks that may be completed in a RightNow application. It also defines the risk level and the recommended approach based on risk level on how to implement these changes on your production system. Following these guidelines will allow us to ensure the successful delivery of your requested changes to your RightNow solution. High Risk- These tasks are complex and often times time consuming and should be completed in a test site and signed off before moving into the production environment. It is recommended that the deployment of high risk activities is scheduled on a weekly basis. Medium Risk- These tasks should be completed in a test site and signed off before moving into the production environment. These tasks may be scheduled to be completed on a day by day basis but not during peak business hours. Low Risk- These tasks can be completed as needed by the client without testing in a test environment. These tasks will be scheduled based on the availability of the OSA resource and time to complete task.

2 RIGHTNOW OSA COMPLEITY MATRI COMMON CONFIGURATION Level of Risk/ Analytics Application Appearance Workspaces Workspace Rules Navigation Sets Staff Management Account Profiles Staff Accounts Password Common Customizable Menus Countries/Provinces Organization Address Types Contact Types Product Catalog Price Schedules CTI Agent Modes Common Rules Contact Rules Organization Rules Task Rules Common Custom Fields Staff Account Contact Organization Sales Products Description High Medium Low Application Appearance defines the screen administrators and agents see when logged into the RightNow application. Items such as accessing incidents, adding answers, viewing fields and accessing reports are changed here. These items are all a part of your account profile and can prevent a staff account from completing their tasks in RightNow. You can create password-protected staff accounts, organize your staff members into groups, and define their access to RightNow through profiles. Customizable menus help you organize common objects, such as contacts, organizations, pricing schedules, and sales products in ways that are most useful for your organization. Business rules are powerful tools for simplifying and automating common business tasks. When implementing RightNow, you may want to add your own fields for gathering special information about staff accounts, contacts, organizations, sales products, and tasks.

3 RIGHTNOW OSA COMPLEITY MATRI Tasks System Settings Wizard Message Bases File Manager Interfaces Common Communication Distributions Lists Messages Monetary Currencies Exchange Rates Database Administration Convert Menu Custom Field Convert Yes/No Custom Field Contact Upload Contact Upload Wizard Contact Upload Templates Customer Portal* Deployment Utility The System options allow you to configure and customize your site, including customizing settings to enable, disable, and configure RightNow functions; customizing message bases to change the text on the administration interface and the web portal, and outgoing ; and editing, copying, and backing up files that customize the web portal, messages, images, word lists, and dictionary files. By customizing messages, you can automatically notify staff members when they receive assignments or when the status of their assignments change. You can also send automatic to customers to handle routine correspondence, acknowledge and answer their questions, and update contact information. RightNow enables you to configure your application for multiple currencies. Customer portal changes will be limited to adding and removing standard features and changing colors. Any custom widget creation or customization will not be included in OSA services and will need to be scoped.

4 RIGHTNOW OSA COMPLEITY MATRI SERVICE CONFIGURATION Level of Risk/ Service Customizable Menus Products Categories Incident Dispositions Product Linking Incident Statuses Incident Severity Incident Queues Chat Session Queues Chat Agent Statuses Answer Statuses Answer Access Levels Billable Tasks Service Business Rules Incident Rules Answer Rules Chat Rules Service Custom Fields Incident Answer Content Library Standard Text Variables Service Level Agreements Default Response Description High Medium Low Classify incidents and answers using these options, and customers can select specific products and categories to refine their searches for answers and allows to you classify incidents for easy reporting in the RightNow Service solution. Business rules route incidents to the suitable support person, notify an engineer when answers in the knowledge base should be reviewed, and automatically answer customer questions. When implementing or making changes to RightNow, you may want to add your own fields for gathering special information about incidents and answers. RightNow Service allows you to add standard text that can be appended to incidents, inserted in a chat session, or added as a business rule action, making the information your organization presents more consistent. You can also add variables as shortcuts to insert into your answers or in a chat session. Service Level Agreements enable you to control the type and amount of support you offer your customers.

5 RIGHTNOW OSA COMPLEITY MATRI Requirements Service Level Agreements Chat Hours Holidays Communication Service Mailboxes Guided Assistance Knowledgebase Topic Words Answer stop words Incident stop words Building Answers Offer Advisor Target Rules Promotions Managing incoming and outgoing messages is critical in providing quality customer service and support. Using customized mailbox settings, you can define the size and type of file attachments you will accept, automatically delete bulk messages and automatic responses, and specify security levels. You can also filter incoming based on address, content, and file type to minimize spam. Guided assistance is a powerful tool designed to quickly guide customer service agents to answers, images, and text explanations they can offer to your customers. Agents respond to branching questions presented in guided assistance guides that take them directly to the content your customers need. The Offer Advisor add-on feature of RightNow Service helps both you and your agents. First, it allows you to create promotions and define which groups of customers are eligible for each promotion. Second, it provides agents with solid information to successfully present offers to customers and contribute to increased revenue for your organization.

6 Customizable Menus Tracked Link Categories Communication Mailboxes External Suppression List Audiences Segments Lists Content Library Documents File Attachments Snippets Templates Tracked Links Mailings Feedback Broadcast Surveys Transaction Surveys Questions RIGHTNOW OSA COMPLEITY MATRI MARKETING CONFIGURATION Customizable Menus Contact Roles Opportunity Statuses Competitors Win/Loss Industry Type Lead Rejection Type Business Rules Opportunity Rules Custom Fields Opportunity Custom Fields Sales Quotes Custom Fields Sales Process Strategies Sales Period Territories SALES CONFIGURATION

7 RIGHTNOW OSA COMPLEITY MATRI COMMUNITY CONFIGURATION General Settings Community Naming Privacy Time Zone Settings Support Users User creation User updates Profile changes Forums Create app types Create forum boards Update panels Create post types Review posts Move threads Create banners Create new groups Enable subscriptions Create custom pages Update master template Join Codes Provision invitations Community flagging Adjust flagging threshold Toll Filter Smart Sense Profanity filters Profanity word list Reputation levels Reputation actions Modify error pages Modify admin s Username labels Tips Forgot password message Session length Highlight read/unread Escalation