Oracle RightNow Release Features Feb 2011 to May 2013

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1 May 13 Customer Portal basic page set The May 2013 release of Oracle RightNow CX includes Customer Portal Framework Version 3.1. When you migrate to Framework Version 3.1, you have access to the basic page set, a new set of pages designed for earlier versions of mobile devices and browsers with limited or no support for JavaScript. The basic page set allows large numbers of customers using a wide variety of lower-capability devices and browsers to access your customer portal. These include certain older versions of the Japanese Keitai phones and Symbian OS devices, still widely used internationally, as well as embedded browsers such as those found in some gaming systems, smart home appliances, and GPS devices. Framework Version 3.1 automatically detects the capability of the browsers your customers are using and delivers the appropriate page set. Refer to Basic Page Set for the Customer Portal. Slicing drag-and-drop options You can now customize slice options to edit fields in a record that are not used in the slice tree. Using the new options, you can specify which field in dragged records is modified and which field in the sliced records is used to populate the edited field. For example, you can now associate several tasks with an incident by dragging the tasks from the report output to the slice node that includes the incident you want them associated with. This feature is also useful when working with custom objects and attributes with record associations. For instance, if you use a custom attribute in incident workspaces to create associations with parent incidents, you can drag incidents listed on a report and drop them on a slice node that contains the parent incident you want them associated with. Refer to Slicing report data. Report Management component A new component is available to help CX administrators view information about report usage. The Report Management component contains thirteen reports that display information regarding scheduled reports, reports used in workspaces and navigation sets, and reports that may require excessive processing time. You can also find reports that meet criteria you specify and generate a list of descriptions for any of your public reports. Refer to Management Reports. The reports in the Report Management component use data that is not available in the report design center, and perform non-standard post-processing of the data. Consequently, these reports cannot be copied or edited like the standard reports in Oracle RightNow Analytics Cloud Service (Analytics). In addition, these reports are not accessible with the Public API. The Report Management component is available only to staff members with the Analytics Administrator profile permission. Refer to Analytics permissions. Catalog of reports One of the new reports available in Report Management lets you produce a catalog of reports. The View Report Descriptions report provides the report descriptions entered for both standard and custom reports. You can choose the reports you want to include in the output, so you can create a catalog for only those reports you are most interested in. Hiding menu options You can now specify which options you want to display in menu filters used in your custom reports. This lets you present only those menu options that are relevant to the audience viewing a report. For example, if an incidents report includes a filter on the assigned group, and some staff members don t need to see incidents assigned to particular groups, you can hide those groups in the filter. Refer to Hiding menu options. Oracle RightNow CX Techmail enhancements The new Techmail Filter Details table (tm_filter_details) lets you see which incoming messages have been filtered out or rejected by the Techmail utility. Incoming messages are filtered out for a variety of reasons, such as the header content, subject, or because the sender does not have a customer account (that is, a contact record in the knowledge base). The logic that determines which messages will be processed is based on your mailbox settings, configuration settings, and your site s business rules.

2 The Techmail Filter Details table contains information about affected messages, such as the date, time, and reason the message was filtered out; the sender s address; and other related content. By adding this table to a custom report, you can troubleshoot messages that have been filtered out. Refer to Troubleshooting filtered out or rejected . Metadata export and import You can now export configuration setting and message base metadata and then import that data into another site using the Data Import Wizard. This can save time, especially when you have large numbers of custom settings and message bases. You can access all of the attributes associated with configuration settings or message bases from the new Meta Data button on the ribbons of the Configuration Settings and Message Bases editors. Refer to Exporting configuration settings and Exporting message bases. HTML editor style applier In the May 2013 release, a style applier has been added to the HTML editor toolbar. You can use the style applier to copy the format of a block of text and then apply that formatting to another block of text. This timesaving tool has been added to the toolbar on the HTML editors for answers, message templates, mailings, and surveys. The style applier has not been added to the toolbar for incidents. Connect Common Object Model and ROQL The Note.CreatedByAccount and Note.UpdatedByAccount fields have been added so that Oracle RightNow CX staff account values can be read on the Note object. Connect Web Services The configuration setting SERVER_ACCESS_CONTROL_ENABLED has been added to enforce server-side access control on all core API calls made by Oracle RightNow Connect Web Services for SOAP (Connect Web Services). The current permissions map to read, edit, delete, and move check boxes on the Profiles editor s Permissions page in Oracle RightNow CX. The configuration setting SEC_PAPI_INTEG_HOSTS_SOAP has been added to support customers migrating from the XML API to Connect Web Services. It allows CX administrators to restrict Connect Web Services access to specific IP addresses. Connect PHP API The configuration setting SERVER_ACCESS_CONTROL_ENABLED has been added to enforce server-side access control on all core API calls made by Oracle RightNow Connect PHP API Cloud Service (Connect PHP API). The current permissions map to read, edit, delete, and move check boxes on the Profiles editor s Permissions page in Oracle RightNow CX. Desktop add-ins The following interfaces have been added to allow workspace add-ins and workspace ribbon add-ins to be used in Oracle RightNow CX chat workspaces. IChat This interface defines the chat record.

3 IChatRecordContext This interface implements the object that is passed to chat workspace record add-ins when they are created. As a sub-interface of the existing IRecordContext interface, it is used to interact with the chat workspace on the agent desktop. IChatParticipant This interface defines a chat participant, which can be the chat agent or the customer. IChatMessage This interface defines messages posted by chat participants. Knowledge Foundation API The configuration setting SEC_PAPI_INTEG_HOSTS_KF_SOAP has been added to support customers migrating from the XML API to Oracle RightNow Knowledge Cloud Service (Knowledge Foundation API). It allows CX administrators to restrict Knowledge Foundation API access to specific IP addresses. The StatusWithType field is now available on the AnswerContent object so that answer statuses can be displayed on custom pages. Analytics Changes to Fill Inbox record command When you click the Fill Inbox button on a report ribbon, the report now always uses data from the operational database. If the report is configured to use data from the report database, it will be automatically reconfigured to use the operational database. This ensures that the report uses current data when assigning incidents. In addition, new custom reports that display unique incidents no longer include the Fill Inbox record command by default. The report must be edited to add the record command. Refer tofilling your inbox, Report databases, and Customizing record commands. Service You can now view, edit, and create tasks and notes from your Apple ipad device. In addition, you can create incidents and view incident attachments using the Mobile Agent App. Customer Portal Form validation New form input widgets have been created for the basic page set to account for the absence of JavaScript that preprocesses data in form submissions. Server-side validation of input fields is now provided by the new <rn:form> tag. This tag also supports calling a function to process the data. Refer to Form validation. Features of form validation on the basic page set include the following. Preservation of entered data when a data field is invalid. Password verification when passwords do not meet the strength requirements. Validation of address and feedback content when providing answer feedback. Validation of login credentials when logging in to your customer portal. Display of associated states and provinces when the country is selected. Refer to Defining the State/Province field. File attachments In Framework Version 3.0, customers were able to attach files when they submitted a question on the standard page set, but this functionality was not available on the mobile implementation. Framework Version 3.1 introduces the ability to attach images when submitting questions on the mobile page. (Browsers that use the new basic page set are not powerful enough to take advantage of this enhancement.) Refer to Attaching files to questions. Search engine optimization Framework Version 3.1 includes search engine optimization (SEO) for the new basic page set and the existing mobile page set. New page headers result in increased crawling and indexing of the pages, which improves the likelihood of customers finding the information they are searching for on the basic and mobile pages. Intent Guide deprecation As of the May 2013 release, the Customer Portal framework no longer supports Intent Guide. The IntentGuideDisplay widget has been deprecated, and the CombinedSearchResults widget no longer includes Intent Guide answers. YUI upgrade The upgrade to YUI version includes support for ios6 as a target environment, updates to the DataTable, Attribute, and Template modules, and many bug fixes. Support of future features This minor version change includes Customer Portal code and test code that will support features planned for future versions.

4 Social Experience Communities Moderation dashboard This release introduces several improvements to the moderator s dashboard used to review and manage content that has been flagged by members as abusive. Community moderators can access flagged and suspended content from a single dashboard for all the hives they have permission to moderate. Dashboard queues display flagged posts, flagged comments, suspended posts, suspended comments, and suspended users. Moderators can select one or more dashboard items to suspend or restore, and view and add moderator notes for each item. Refer to Content moderation. Posts panels stickiness The post stickiness function has been extended to Posts panels, allowing important and timely content to be fixed at the top of the sort order on Posts panels, such as those appearing on custom pages or locations such as the community home page or a hive summary page. Refer to Sticky posts. New and updated community reports Comments by Source This report tracks member comments submitted to a community from a mobile web browser, a mobile mail client, or a standard desktop-based web browser. Comments Details This report complements the Post Details report, displaying comment details for posts created during a specified date range. Post Details This report has been updated to include information about post stickiness type and expiration date. Refer to Community analytics. Social trend and conversation monitoring Sentiment trending and social engagement reports A new set of sentiment trend reports displays spikes of hourly/daily/monthly activity and filters for content that conveys a negative sentiment to help agents quickly identify and reverse negative trends. In addition, new Engaged Cloud Results Trend and Social Monitor Activity by Channel reports provide an overview of incoming posts and agent responses across all monitored social media platforms, tracking the effectiveness of agent engagement over the channels most preferred by customers. Refer to Social monitoring overview. Twitter mention searches With the new option available for cloud searches, agents can monitor for mentions of their organization s Twitter accounts to more easily track tweets and replies sent from customers. Results are included in the Subscriptions and Mentions section of the cloud monitor. Refer to Searching the social cloud. Conversation thread monitoring When an agent responds to a Facebook or Twitter post and leaves the incident set to a non-solved status, and the customer replies publicly through the same channel, the reply is now automatically appended to the incident thread. Automatically maintaining the integrity of a social media conversation makes it easier to communicate with customers through Facebook and Twitter. Refer to Responding through social channels. Replies sent through Twitter private messaging are not supported by conversation thread monitoring.

5 Feb 13 Custom widget deletion The November 2012 release of Customer Portal Framework Version 3.0 allowed you to deactivate widgets you were not using, but deactivation does not delete widgets from the WebDAV file structure or from the list of all widgets on the Widget Versions page. Now, in addition to deactivating a widget, the framework version released in February 2013 also lets you delete custom widgets. (You can only deactivate, not delete, standard widgets.) When you click Delete This Widget on the widget s information page on the Customer Portal Administration site, a message tells you if the widget is being used anywhere on your customer portal, either on a template or page or within another widget, so you can view where it is used. After confirming that you want to delete the widget, it no longer appears in the list of widgets on the Widget Versions page. The widget is deactivated and all of its associated files are removed from the WebDAV file structure. Refer to Delete this widget. Widget builder enhancements The widget builder now lets you add or define the following elements. YUI modules to be used with the new widget Description, URL parameters, and compatibility with JavaScript modules When you define this information, the info.yml file that is generated automatically contains complete information and requires no additional editing on your part. Refer to Widget builder. Development header enhancements The development header shows the widgets in use on the page, and this release indicates their version and compatibility with the framework being used by your customer portal. If the widget is compatible with the framework, a green check mark appears in the Up-to-Date column. If it is out-of-date, a red X appears in the column. Refer to Page widget information. Oracle Policy Automation Cloud Service Oracle Policy Automation Cloud Service allows you to build dynamic, interactive questionnaires based on your business requirements and complex policy documents. These questionnaires can be served to customers through your customer portal or any other web site. With policy automation, you can: Deliver consistent, accurate, and transparent self-service advice that is easily kept up-to-date with the latest legislation and policies. Improve customer satisfaction by guiding your customers to apply for only those benefits and services that are relevant to their circumstances. Document and justify each step of the decision process. For example, you could use policy automation to: Determine a customer s eligibility for a benefit, permit, loan, discount, license, product upgrade, or parental leave. Determine a customer s rate of benefit, allowance, deduction, tax, discount, waiting period, or follow-up. Create online forms, such as online self-service applications, change-of-circumstance forms, agent checklists, decision summaries, or audit reports.

6 Oracle Policy Automation Cloud Service features Desktop modeling interface for policy experts Ability to write rules in Microsoft Word or Excel Data object mapping between policy automation and Oracle RightNow CX Intuitive questionnaire designer for creating dynamic and personalized questionnaires Ability to create incidents and update records in Oracle RightNow CX based on questionnaire answers Sticky community posts To increase the visibility of important and timely information in the community, admins can now select a post stickiness option to specify that a post should always be returned at the top of the Posts page. Posts can be made sticky on a temporary or permanent basis, with temporary sticky posts automatically reverting to normal sorting after the selected interval has expired. Refer to Sticky posts. Oracle RightNow CX Removal of XML API and Connect Data Integration Both the XML API and the Connect Data Integration (also known as the Connect toolkits for.net, Java, and C++) are no longer available in Oracle RightNow CX. The XML API and Connect toolkits will continue to function on existing sites. However, they are no longer available for activation on new or existing sites. These APIs are not available on sites upgraded to February 2013 or newer versions. Background deployment A new background deployment process has been added to automatically download and pre-stage application file updates as they become available. In this way, updates are applied more efficiently with less impact on staff by eliminating the need to download updated files at login time. Other deploymentrelated improvements include: Bandwidth is throttled for update file downloads to minimize impact on smart client activity. The deployment log file can now be accessed by clicking the View Log File link on the Login window. Improved workflow and management of client file deployment process. More accurate representation of deployment status by the progress bar on the Login window. Connect Common Object Model The Holiday object is now available to Oracle RightNow Connect PHP API Cloud Service (Connect PHP API) and Oracle RightNow Connect Web Services for SOAP (Connect Web Services). As a result, CRUD operations can be used instead of direct SQL queries to control the Holidays object in the configuration section of the Oracle RightNow CX platform. Connect PHP API RightNow Object Query Language (ROQL) escaping (consistent with MySQL escaping) can now be used with Connect PHP API so that code does not cause upgrade issues. Used as input, the escapestring static method finds all single quotation marks and escapes them with another single quotation mark. ROQL Developers can use ROQL instead of direct SQL queries to perform CRUD operations on the Holidays object in the configuration section of the Oracle RightNow CX platform. Conditional sections You can now filter message and notification content by contact, profile, runtime variable, or record type to increase the relevancy of your messages and notifications by adding personalization. For example, you could add a conditional section that displays a coupon based on the product specified in an incident. Refer to Inserting conditional sections and Context-sensitive tools. Service Oracle RightNow Chat Cloud Service (Chat) now includes Engagement Engine functionality, giving you greater control over when, where, and how proactive and reactive chats are provided to your customers. A robust set of rules regarding customer behavior and page data determine the initiation of a chat offer. Offering live chat to customers at key points during their web visit drives increased conversion rates and higher average order values. Two standard reports have been added to increase reporting of chat return on investment (ROI) and chat effectiveness. The new reports are available at Public Reports > Service > Chat Reports > ROI Reports. You can now manage incidents on the go using your Apple ipad device, the Oracle Fusion Tap application, and your Oracle RightNow CX credentials. You can view, assign, escalate, and add to the threads of incidents from anywhere. In addition, you can search and view contact and organization records and staff accounts. All time billed entries are now applied to the same incident when edited concurrently by more than one staff member. Refer to Tracking your time. Customer Portal Framework and widget versioning The February 2013 release of Oracle RightNow CX includes Customer Portal Framework Version The nano level increment indicates full backward compatibility with Framework Version 3.0.1, released in November If you are using Customer Portal Framework Version 2 (previously known as the November 09 framework), you will remain on that version until you decide to migrate your customer portal to Framework Version 3.0. If you are currently on Framework Version 3.0.1, your customer portal will be

7 updated automatically to Framework Version Because Version is fully backward compatible, your customer portal will look and function the same as it did with Version Using system (custom) attributes with standard objects System attributes can be added to standard data objects, such as answers, contacts, and incidents, and can be displayed on your customer portal using the FormInput and DataDisplay widgets as well as the Field page tag. Refer to Using system attributes. Dependencies button If a standard widget contains other widgets, is extended from another widget, or is the parent of a widget, a Dependencies button appears on the widget information page next to the Documentation button. Clicking the Dependencies button opens a window that displays the widget s dependencies with respect to other widgets. Refer to Dependencies. Link to preview error pages and splash page The Customer Portal Administration site has a new option on the Settings tab to let you link to three preview error pages and the splash page. Refer to Error and splash page previews. Support for multi-line street addresses The TextInput widget, contained in the FormInput widget, now includes a new textarea attribute that allows multiple line entries for the Street field and any other fields that support multiple lines. Outreach and Feedback Survey expiration options let you customize the availability of your surveys to make the feedback you receive from your customers more timely, meaningful, and actionable for your organization. In the February 2013 release, you can set broadcast and transactional surveys to expire relative to the date you send your invitation message. You can also set the expiration date based on the number of survey responses you have received. Additionally, you can customize the expiration message, per survey, that recipients receive if they try to take an expired survey. Refer to Setting survey expiration. Relative expiration can help you capture feedback in a relevant time frame so that you can make decisions based on your insight. Refer to To set a relative expiration date. Expiration by maximum response lets you gather only the amount of feedback you need for meaningful analysis of your marketing strategy. It also lets you limit the number of incentives you want to use in your offers. Refer to To set expiration based on maximum number of responses. Customizing the expiration message helps ensure your recipients know the right course of action to take when an expiration message displays. Refer to To customize the expiration message. New merge fields (in the Special Fields folder) let you personalize the Subject field of the survey s invitation message or within the survey page itself. These fields drive urgency by letting your recipients know how long they have to take the survey before it expires. New merge fields include Survey Days Until Expiration and Survey Expiration Date. Social Experience The Cloud Monitor by Search and Conversations by Channel reports have been redesigned to display the full text of each post in a text-wrapped format. Also, post URLs in thecloud Monitor by Search report are now returned as Click To View links to conserve space. Refer to Searching the social cloud. CAPTCHA challenge-response thresholds are now enforced for private messages in addition to post and comment submissions, further preventing instances of community forms from being submitted by web robots. Refer to Content moderation. You can now choose to always use a formal date format (March 25, 2013) instead of the occasionally used friendly time format (yesterday) when displaying dates in a community. Refer to Community privacy levels. You can use a new Comments by Source report to track member comments submitted to a community from a mobile web browser, a mobile mail client, or a standard desktop-based web browser. In addition, a new Comments Details report has been added to complement the Post Details report, displaying comment details for posts created during the specified date range. Refer to Community analytics. Queries related to searching and returning comments have been optimized for improved performance.

8 Nov 12 Message templates for notifications and s In the November 2012 release, you can use message templates to customize your administrator notifications and s and your contact s. The messages are designed to support a broad range of business cases across a variety of implementations to communicate to your staff as well as to your contacts. Message templates let you quickly apply your organization s brand across all of your messages and personalize message content to your target audience. Refer to Working with the Message Templates editor. Easy upgrades Message templates have been designed for backward compatibility to make upgrades easy with no impact to your previously customized notifications and messages. Improve deliverability Message templates are an effective way to make sure your messages are not labeled as spam. By branding your messages, personalizing your content, and then making your content relevant to your target audience, you mitigate the risk of your messages being regarded as spam, which puts your organization at risk of having your address blacklisted by ISPs or -reputation management services. See Best practices for sending . Global template Apply your organization s branding and standardize the design of your headers and footers in the global template using the HTML editor to frame the message-specific content in each of your messages. Refer to Customizing the global template.

9 System-generated messages A variety of messages can be sent to staff members and contacts to support activities and events occurring throughout the system. You can also define the message format (HTML or text) as well as edit and deploy a single message or all messages when you are ready. Refer to Customizing messages. The following figure shows the Incident Solved message for contact s.

10 Control content creation Make edits to the global template as well as your individual messages without affecting your site s content until you are ready to deploy. Dynamic content Context-sensitive links and merge fields help you personalize the content for your target audience. Links include Account Assistance, Profile, Incident, Setup Password, and This Incident. You can also use the new Incident Thread merge field to further personalize your messages. See Context-sensitive links. Preview and proof messages Prevent content mistakes by previewing your message content as well as sending proofs to key staff for feedback. Incident response tracking Track how often your incident response s are viewed as well as how customers use the information that you provide in your responses, such as viewed s and answers, clicked links, and customer portal pages that were accessed. Only unique views and clicks are tracked so you can be confident that your statistics are accurate. You can also insert tracked links in your messages to automatically track your hyperlinks. See Incident response tracking. Incident response tracking is available in the following contact messages. Question Receipt This is sent to contacts to confirm the receipt of their question from the Ask a Question page, an , or a chat session. Rule This is sent to a contact when the Send Response action is triggered by a business rule. Incident Closed This is sent to a contact when an incident status changes to Solved. Incident Solved This is sent to a contact when a staff member responds to the incident and the incident status is Solved. Incident Waiting This is sent to a contact when a staff member responds to the incident and the incident status is Waiting. Incident Unresolved This is sent to a contact when a staff member responds to the incident and the incident status is Unresolved. Incident response tracking data is accessed through three new standard reports. Incident Message Statistics This report provides statistics comparing the number of incident responses sent and the number that contacts viewed over time. Incident Message Transactions This report was designed to be added to an incident workspace. It provides statistics on run-time activity, such as message content, date and time of incident creation, message type (answer or tracked link), and if a customer portal session resulted from any contact interaction. Incident Message Web Visit Details This report maps the incident that triggers the as well as the customer portal session that results from a contact clicking a link in an . It is inherently related to the Incident Message Transactions report because the run-time filter it requires is a web visit ID. Desktop usage administration New in this version is the ability for organizations to better manage their desktop user sessions, which can help lower seat usage for licensing compliance and reduce costs. Desktop usage administration is controlled by the SESSION_MANAGEMENT_ENABLED configuration setting. This setting is enabled by default and provides two ways for you to manage desktop user sessions and maintain site security. Force logout of active sessions Manually log out staff members who are currently logged in. This action terminates the staff member s session and closes the application. Any unsaved work will be lost. Refer to Force logout of active sessions. Using the Logged In Staff Accounts standard report (Common > Site Administration > Staff Management), you can see which staff members are currently logged in, the date and time they logged in, and how long they have been logged in. You ll also see a Force Logout button on the Record group of the ribbon that you can click to manually log out a selected staff account. (You can also right-click a staff account in the list and select Force Logout.) Automatic logout of inactive sessions Set up your application for automatic logout of inactive sessions after a specific period of time. Refer to Automatic logout of inactive sessions. CLIENT_SESSION_EXP Use this configuration setting to specify the time in one-minute intervals that a session can be inactive before a staff account is automatically logged out. The default value of CLIENT_SESSION_EXP, located at Site Configuration > Configuration Settings > RightNow User Interface > General > Security, is 15 minutes and the maximum value is 1440 (24 hours). When SESSION_MANAGEMENT_ENABLED is disabled, this setting remains an effective way to maintain site security. Session Timeout field When SESSION_MANAGEMENT_ENABLED is enabled, use this field on the Profiles editor to specify a time other than the time defined in CLIENT_SESSION_EXP that a session can be inactive before a staff account is automatically logged out, or set this field so that staff members with a particular profile are exempt from being automatically logged out.

11 Customer Portal Framework Version 3.0 Although your customers may not notice significant changes, the November 2012 release of Oracle RightNow CX includes major changes to the framework of Oracle RightNow Customer Portal Cloud Service (Customer Portal). This new framework is called Framework Version 3.0 and was designed to support dynamic upgrades of your customer support site. The previous framework, referred to in earlier documentation as the November 09 framework, will now be identified as Framework Version 2, and the original Customer Portal released in August 2008 will be referred to as Framework Version 1. Customer Portal Framework Version 3.0 sets the stage for simplified future migration and reduced impact on the customizations you make to your customer portal. It offers control and flexibility to let you decide what features you want to adopt and when you want to adopt them. The ability to extend standard widgets means that you need to write less custom code, and an updated Customer Portal Administration site clearly identifies the version of your framework and each widget and spells out what has changed from previous versions. Major new features include the following. New file structure Framework Version 3.0 offers an intuitive, easy-to-navigate file structure that lets you clearly identify the files you can edit. The main directory of Framework Version 3.0 is called cp, and it includes four main folders: core, customer, generated, and logs. Your development work will be done in the customer folder. Refer to Understanding the Customer Portal file structure. Connect PHP API Framework Version 3.0 is built on Oracle RightNow Connect PHP API Cloud Service (Connect PHP API) and uses data objects from the Connect PHP API rather than internal APIs. Instead of accessing the database directly as in previous Customer Portal frameworks, Framework Version 3.0 provides a managed equivalent to meet your needs. You ll still be able to access and leverage the Oracle RightNow CX platform to develop custom applications and integrations, including the ability to create, read, update, and delete data through Customer Portal functionality. Refer to Business objects. PHP namespacing Framework Version 2 included JavaScript namespacing to prevent naming conflicts between Customer Portal reference implementation files and your custom files. This functionality has been added for PHP in Customer Portal Framework Version 3.0. The two core namespaces are Rightnow and Custom, and they are designated using a backslash (\) notation. Framework versioning The new versioning system of the Customer Portal framework lets you upgrade to newer versions of Oracle RightNow CX while leaving your customer portal site untouched because the Customer Portal is versioned independently of the product application. This gives you control to migrate to a new Customer Portal framework when it s convenient for your schedule rather than being forced to migrate because of your organization s upgrade to Oracle RightNow CX. Refer to Framework versioning. Widget changes Changes to widgets in Framework Version 3.0 of the Customer Portal include the following. YAML information file A new YAML information file provides information about a widget s dependencies, requirements, attributes, and URL parameters. Refer to YAML file. Widget version management Widgets also use a versioning system in Framework Version 3.0 to let you adopt the widget features you want at your convenience without requiring you to replace all widgets on your customer portal. Refer to Widget version management. Widget information page The Customer Portal Administration site provides comprehensive information about each standard and custom widget. Each widget page includes a preview of the widget, including the available version, recent changes, and the pages and templates that use the widget. A documentation page for the widget includes default code, a list of its attributes and their values, the controller class that is used, path information, and URL parameters. Refer to Widget information page. Widget builder The new widget builder in Framework Version 3.0 helps you create a new widget by extending an existing widget. Then, when functionality or bug fixes are added to the standard widget used to extend the custom widget, the custom widget is also modified to incorporate the enhancement or fix. The widget builder generates custom widget code when you answer a series of questions about the widget you want to create, thereby reducing the amount of custom code you must write yourself. Refer to Widget builder. Dreamweaver support The Dreamweaver extension that was included in previous Customer Portal frameworks is not included in Framework Version 3.0, although it will continue to be supported if you are migrating from Framework Version 2 to Framework Version 3.0 Oracle RightNow CX Custom processes availability The custom processes feature is now available for all customers, allowing the import of object event handlers that run when events occur on objects in Oracle RightNow CX. For example, you can add an object event handler that automatically updates a record in an external system when an incident is solved. This feature was available on a limited basis in the August 2012 release. Refer to Custom Processes. Connect Common Object Model enhancements Clear text passwords are no longer recorded to Oracle RightNow CX log files. The setcustomerportalmode() method is now available.

12 Arabic support is now available for communications. Custom fields string types (usage types) are now available as metadata so that form validation on web pages can be performed. Input masks that are associated with custom fields are now available as metadata so that form validation on web pages can be performed. Developers can now update the contact ID associated with each customer-entered thread when performing create or update operations on Incident objects. Developers can now get the interface value associated with answer, product, and category notifications so that multiple interface information can be displayed on customer portal pages. Developers can now assign a Contact to a Thread by fetching the contact with either ID or LookupName. Managed Application Interface developers can now pass the necessary source-level information in the mailing_send_to_contact _iv structure to properly call internal API functions so that the usage reflects in the Oracle RightNow CX logs for auditing and compliance purposes. Managed Application Interface developers can now use app_rollback and app_commit functions instead of sql_commit or sql_rollback routines so that applications transactions are committed or rolled back in a consistent manner. Multi-channel toolkit The new multi-channel toolkit provides a complete approach for integrating third-party communications with Oracle RightNow CX. The toolkit contains a media toolbar and a CTI (computer telephony integration) emulator that makes it possible for you to integrate your agent desktop with third-party CTI, automatic call distribution, and universal queue applications. Click-to-call You can now add a click-to-call option on your customer portal pages so customers can request a telephone call from an agent when customers meet your specific escalation criteria. Using click-to-call improves customer loyalty by providing another channel for your customers to quickly get answers through the channel of their choice. Service New read logging functionality allows you to track and view every time an incident is accessed. For example, if you print or forward an incident from an incidents report, a read transaction is logged. When you edit an incident, both read and edit transactions are logged. The incident Audit Log tab can be configured to display the read transactions, and the new Read transaction type can be added to custom reports. Support for right-to-left language display has been added to the standard incident workspace and Standard Text editor. Agents can view and write incident threads in right-to-left languages and respond to customers through in languages that require the right-to-left display. Six new standard reports have been added to increase reporting of chat handling and agent productivity, utilization, and efficiency: Agent Chat Involvement, Agent Session Performance, Agent Utilization, Chat Chain of Custody, Chat Concurrency Factor, and Wait Time by Chat Queue. The new reports are available at Public Reports > Service > Chat Reports. New enhancements to the chat server update process eliminate downtime for chat during quarterly updates and service packs. Analytics You can now include custom scripts used in reports when exporting and importing report definitions. This alleviates the need to re-create a script used in a report on a different interface when you import it into another interface. Refer to Adding custom scripts to output levels, Exporting report definitions, and Importing reports. Outreach and Feedback New context-sensitive merge fields and clickable links have been added to the toolbox on the HTML editor for documents used in mailings and surveys. You can also select multiple merge fields and add labels to merge fields. Refer to Using the HTML editor and Inserting merge fields. New merge fields include the following: Account fields Incident thread in incident fields Org fields Special fields

13 New links include the following: Account Assistance Link Provides access to the Account Assistance page on your customer portal where customers can request an containing either their user name or a link to a page for resetting their password. Profile Link Provides access to the Account Settings page on your customer portal where customers can change their user name and update their profile information. Incident Link Provides access to any incident you want in the document. Setup Password Link Provides access to the Finish Account Creation page on your customer portal, which also displays a link to the Account Assistance page. This Incident Link Provides access to the incident specifically related to the message being sent. Social Experience Complementing the ability to reply to posts through an optimized mobile web interface, your community members can now reply using a mobile client by clicking a Reply To This Post By link included in subscription notification s, and the contents of the reply will be added to the post as a new comment. You can also disable the web and reply links or change their expiration parameters, such as time valid and maximum number of uses.

14 Aug 12 Password security enhancements Administration interface Security has been enhanced in this release for staff account passwords and contact passwords on the thin client (accessibility interface), including converting encryption from the SHA-1 to SHA-2 algorithm. A new configuration setting stores the per-site password hash private key. In addition to using the stronger hash algorithm, password verification will now be checked by the server rather than being available locally to the client. Staff members now change their password from the Personal Settings option on the Oracle RightNow CX Cloud Service Options window. The system will continue to validate some password requirements locally, such as password length and character repetition, but the server will now verify staff members password history (both current and new passwords). Refer to Changing your password. Staff members must re-enter their password after 15 minutes of inactivity on the administration interface. With CLIENT_SESSION_EXP set to a default of 15 minutes, and password complexity and history now validated by the server, console lock functionality is enhanced and site security is significantly increased. Customer Portal The August 2012 release lets you set password requirements for your customer portal that can strengthen customer passwords by requiring a defined level of complexity. The administration interface includes an editor that lets you specify the minimum length, the maximum number of character repetitions and occurrences, the number of previous passwords that are stored so they cannot be used for a new password, and the minimum number of upper and lowercase characters, numbers, and special characters. The password requirements you define on the administration interface appear on your customer portal when customers create or change their password. When customers begin typing a password, the requirements that have been met are marked with a green check mark and incomplete requirements are marked with a red X. Refer to Configuring password requirements. A new configuration setting, CP_FORCE_PASSWORDS_OVER_HTTPS, helps protect customers from malicious activity such as password theft, phishing, and other security threats. It requires all login operations to be performed over HTTPS and is enabled by default on new sites. When enabled, logged-in customers interact entirely on HTTPS. Security has also been enhanced on the accessibility interface by automatically logging out agents if the system detects no activity for one hour. In the five minutes prior to expiration, agents will be prompted that their session is about to expire and offered the opportunity to stay logged in. Configuration settings and message bases redesign A redesign of the Configuration Settings and Message Bases editors gives you more control over configuring and customizing your site. Both editors now display as their own respective reports with category folders and run-time selectable filters that make searching more effective. In addition, values for configuration settings and message bases text can now be edited inline.

15 Create custom configuration settings and message bases Clicking the New button on the ribbon of either the Configuration Settings editor or the Message Bases editor opens a Custom tab where you can define the parameters of your new setting or message base. See Creating custom configuration settings and Creating custom message bases. Edit settings and message bases inline You can edit configuration setting values and message base text values directly on the report or by clicking the Edit Selection button on the ribbon. See Editing data inline. Search Run-time selectable filters let you define the configuration settings and message bases returned in your initial search based on filters such as setting type (interface or site) and key (setting or message base name). See Searching configuration settings and Searching message bases. Control the output display Format your output returned using cross-tab and rollup views. In rollup view, you can edit a single configuration setting or message base for multiple interfaces at the same time. Manage configuration settings by site or interface Configuration settings have been categorized as either shared across all interfaces (site specific) or interface specific. Also, when you create a new configuration setting, you define if the setting will be a site- or interface-level setting. This classification is what lets you view and edit settings across multiple interfaces at the same time. Import data into editors Use the Data Import Wizard to create custom configuration setting and message base entries and edit configuration setting values and message base text. For instance, if you want to create a site in another language and need to make changes to your message base text, create a CSV (comma-separated value) file that includes all of your message base text and do a global search and replace. Then, using the Data Import Wizard, import your file and your changes will be made to the message bases. See Importing data. Oracle RightNow CX Connect Common Object Model The Country object now supports full CRUD capabilities. In the past, it supported only read capabilities. Password configuration requirements are now supported. The NewPassword field of Account and Contact objects is now checked against the password configuration requirements defined on the administration interface. Connect PHP API Merge capability for Contact objects is now supported. A new method has been introduced to RNObject called transfersubobjects. This method can take another RNObject as a parameter. Only Contact objects will be accepted as RNObject and only a single object can be passed as a parameter. Connect Web Services Merge capability for Contact objects is now supported. A new method has been introduced to RNObject called transfersubobjects. This method takes a single DestinationRNObject of type RNObject and an array of SourceRNObjects of type RNObject.

16 Knowledge foundation Oracle RightNow CX business rules can now be used when obtaining SmartAssistant suggestions through the API. Customer actions can now be registered after customers are presented with SmartAssistant suggestions. Ask a Question functionality is now supported using PHP and SOAP bindings. Customer Portal You must now enable your development site before you can edit it. If you do not enable MOD_CP_DEVELOPMENT_ENABLED, you cannot make changes to your customer portal, and your customers will see the default reference implementation with no customization. Refer to Enabling the development area. New configuration settings let you enhance the relevancy of SmartAssistant suggested answers by defining weighting for an incident s subject and body. Refer to Modifying SmartAssistant relevancy.

17 May 12 Oracle Fusion Sales integration RightNow CX can now be integrated with Oracle Fusion Sales so that RightNow CX staff members can see existing Fusion Sales opportunities. This provides awareness of Fusion Sales history for those staff members handling incidents to help prioritize issue resolution and identify cross-sell opportunities. When a sales account is created in Fusion Sales, an organization is automatically created in RightNow CX. When an organization is created in RightNow CX, a sales account is automatically created in Fusion Sales. RightNow CX staff can view Fusion Sales opportunities in an OBIEE (Oracle Business Intelligence Enterprise Edition) report that displays on a workspace. Fusion Sales staff can view RightNow CX incidents as an OBIEE report. This first phase of Fusion Sales integration gives RightNow CX and Fusion Sales staff members visibility into the corresponding application s data to help guide communication with prospects and service requests. When your organization leverages both sales and service history, you can identify new opportunities and increase deal size as well as increase conversion rates with targeted, personalized offers. Chat availability controls The new ConditionalChatLink widget for the customer portal lets customers know whether chat sessions are currently available, if agents are available, and what the expected wait time is. When customers click the link, the Live Help page opens. By default, the widget checks for agent availability every five seconds for the first ten minutes, then every minute thereafter. In the reference implementation, the widget appears in the sidebar, but you can place it on any customer portal page. A syndicated ConditionalChatLink widget is also available to let you add a chat link to any external page. Refer to Creating a chat link on a customer portal page and Creating a chat link on an external page. Connect Common Object Model The RightNow Connect Common Object Model has been extended to perform create, read, update, and destroy (CRUD) functions on a larger set of objects. The following objects and fields have been modified or made available in this release. The ChannelType object is now available and includes the following fields. ID Attributes ContactVisibility DisplayOrder Name Names The Contact.OpenIDAccounts sub-object is now available and includes the following fields. ID URL The answers.dt_id field is now available as Answer.GuidedAssistance. The contacts.password_ _exp field is now available as Contact.Password ExpirationTime. Improvements have been made to all arrays to allow accessing the entry by its primary key using the fetch method. For array elements whose primary key is a NamedID, you can directly use an integer that will bind to the ID or a string that will bind to the LookupName. The metadata for custom fields and custom attributes has been expanded to include the label and description as label and description. Named values from a number of top-level objects are now available using GetNamedValues() or GetValuesForNamedID. Previous version cleanup When logging in to a newly upgraded site, RightNow CX now streamlines the deployment by removing application files (such as program binaries) for versions previously run for the same site. However, user-specific settings and cache files are retained to ensure a smooth transition and consistent experience for staff members. Refer to Application deployment process. RightNow CX The Connect Desktop Add-In Framework has been updated with the following data structures to automate, extend, and integrate the agent desktop with other systems. The AdminPublicSoapAuthentication (Session Authentication) profile bit has been exposed to the IGlobalContext interface for authentication purposes.

18 Session-based endpoint support has been introduced so that add-ins can use the new SOAP-based Knowledge Foundation API. Customer portal The new unread_messages_titlebar_enabled attribute of the ChatTranscript widget lets you notify customers that the agent has added a new entry to the chat transcript. It does this by displaying the number of unread messages in the title bar of the chat transcript window when the customer does not have focus on that window. Refer to Disabling new message notifications. The behavior you define for the target attribute of the KnowledgeSyndication widget is now used to determine the behavior of the More Results link. For example, defining target="_blank" means that the additional search results will display in a new window just as linked documents do. Refer to Editing the target window. RightNow Service The Auto Scroll Control Position option has been added to the chat sessions workspace. When this option is selected, supervisors can monitor past threads without the chat transcript automatically scrolling to the bottom of the window when a chat session is updated by a customer or staff member. Refer to Options properties. RightNow Social Experience The Facebook Channels editor has been updated with a redesigned authentication feature that simplifies the process of connecting the cloud monitor to a Facebook page. Once access has been granted, the profile image and name of the authenticated account is displayed along with a list of Facebook pages associated with the account. When a page is selected from the list, the Fan Page ID field is now automatically populated. Refer to Adding Facebook channels. In communities that use a single sign-on through the customer portal, users who receive comment thread update notification s on a mobile device and follow the enclosed link will be automatically logged in to an alternate mobile interface for thread updates. This optimized interface provides a more efficient experience for power users and moderators who rely on mobile devices for community interaction. Refer to Post and comment notifications. Each community comment now includes a permalink that can be used to ensure that links from external locations (such as web pages or blogs) will continue to work if the comment s location changes due to pagination or moderator action. Refer to Managing discussions.

19 Feb 12 Knowledge API RightNow CX now contains an API that enables you to retrieve and manipulate answer data in ways that are not available through other RightNow Connect APIs. Using the RightNow Knowledge API, you can search the knowledge base, retrieve specific answers, rank search results, and use SmartAssistant. You can also use the knowledge foundation API to update answer properties such as solved count and rankings. Login authentication factors Authentication factors (in addition to the login/password combination) have been added in this release for RightNow administrators and staff members logging in to RightNow CX and customers logging in to the customer portal. The forms of authentication required to verify the legitimacy of a user and/or a transaction center around the following categories: Something the user knows (user name and password) Something the user has (smart card or key fob) Something that identifies the user (iris scanner or thumbprint) These factors improve the login process and significantly reduce the likelihood of an account being compromised. Connect Common Object Model Version 1.2 of the RightNow Connect Common Object Model (CCOM) is now available and has been extended to perform create, read, update, and destroy (CRUD) functions on a larger set of objects. The following data structures have been modified or made available in this release for Connect Web Services for SOAP (CWSS), Connect for PHP, and RightNow Object Query Language. The SiteInterface primary object is now available. The Channel and CreatedByAccount fields have been added to the Incident object. The ContentType and MailHeader fields have been added to the Thread sub-object. MetaDataAttributeList and SLAInstanceList have been added to the CCOM as delta list objects for CWSS. The LookupName field has been added to all CCOM primary objects so that CRUD operations can be performed by name instead of ID Connect Desktop Add-In Framework The Connect Desktop Add-In Framework has been updated with the following data structures to automate, extend, and integrate the RightNow agent desktop with other systems. ChannelUserNames has been added as a read-only property of the IContact Interface. Reports can now be refreshed using EditorCommand.Refresh, which is accessible through IsEditorCommandAvailable and ExecuteEditorCommand. RightNow Object Query Language RightNow Object Query Language (ROQL) now includes an optional tabular QueryCSV operation that can be used with Connect Web Services for SOAP and RightNow Analytics. Using the Message Transmission Optimization Mechanism feature, you can return query data as an attachment in delimiter-separated value format instead of XML-encoded format. By returning data as a binary attachment, you can expect better performance during ROQL and analytics queries. Cloud monitor subscriptions RightNow Cloud Monitor now supports subscription-based cloud searches to capture the entire thread content of a Facebook page or an RSS feed on a recurring basis. Subscriptions return all content available from the selected channel, including any comments associated with Facebook posts. The cloud monitor now conveniently displays favorite searches, subscriptions, and Twitter private messages together in a single dashboard. Refer to Cloud monitor overview. Subscriptions can be enabled for any custom Facebook or RSS channel. Refer to Adding Facebook channels and Adding RSS channels. The redesigned Add Cloud Monitor window now allows multiple searches to be added to the monitor at once. Refer to Searching the social cloud. Subscribed search results are automatically updated every fifteen minutes. For Facebook subscription results, comments are grouped by thread.

20 Community thread management RightNow Community provides a new thread management feature allowing moderators to move one or more comments to another post on the same community. In this way, moderators can keep discussions relevant and on topic. Comments can be moved to a new post that uses the same post type and comment type, or to an existing post of any post type and any comment type in any hive in the community. Moved comments are replaced in the original thread with a link to the content s new location. Multiple comments can be selected and deleted at the same time using the multi-selection function. RightNow CX The RightNow deployment process now checks directories from previous RightNow CX versions before downloading zip files from the server to avoid downloading unchanged files, making the update process more efficient. Refer to Application deployment process. The Remember Me check box on the Login window is now controlled by a configuration setting, allowing you to choose whether staff members can cache their login credentials. Refer to Allowing login credentials to be cached The Rich Text Incident Thread relationship item now includes options to disable CC: and BCC: functions when responding to incidents. This provides an additional measure of security by ensuring responses are sent only to the address defined in the contact record. Refer to Options properties. The number of indices that can be created for each custom object has been increased to eighteen. RightNow Analytics Two additional chat fields are now available for use in custom reports. Refer to Viewing the data dictionary for information about viewing descriptions of tables and fields in the RightNow database. The chat_agent_sessions_rt.cur_chats_in_wrapup field stores the number of chat sessions that have ended but that have not yet been released for each agent. This field is located in the Chat Agent Sessions Real Time (chat_agent_sessions_rt) database table. The chat_queue_stats_rt.cur_sessions_avail field stores the number of available chat agent sessions in the chat queue. This field is located in the Chat Queue Stats Real Time (chat_queue_stats_rt) database table. RightNow Customer Portal When you re promoting changes to your production site, you can now manually turn the splash page on and off to reserve time for any post-promotion tasks. Refer to Splash page for maintenance mode. The first line of code in the controller.php, view.php, and logic.js files for each standard widget now lets you identify which release it originates from. This will simplify the upgrade process for custom widgets that have been copied from standard widgets and then modified. A new configuration setting, CP_REDIRECT_HOSTS, lets you improve site security by specifying which outside hosts are allowable when redirecting from customer portal pages. Refer to To specify outside hosts allowed in a redirect URL parameter. This release provides a method to prevent automated attempts to retrieve user names for malicious purposes. Refer to Preventing user name enumeration. The CSS file will now automatically resize images within answer content on the mobile customer portal. A new page meta tag, redirect_if_logged_in, lets you specify different redirect pages for customers who are already logged in to the customer portal. This version of the customer portal disables the Rollback option on the Customer Portal Administration site and the RightNow Console if your customer portal has already been rolled back. Customers who are not logged in on the mobile customer portal will now be required to enter their address each time they submit answer feedback during a single visit. New attributes are available for the following customer portal widgets. The search_on_select and report_page_url attributes were added to the MobileProductCategorySearchFilter. The attributes work just like they do on any other search-on-select widget. The new max_wordbreak_trunc attribute of the Grid2, MobileMultiline, Multiline2, and CombinedSearchResults widgets lets you specify the maximum number of characters in the answers.solution and answers.description fields for truncation. If no space is found within the limit, the string will not be truncated. If the attribute is null (its default value), truncation will occur only at spaces between words. If set to 0, no word break truncation will occur. The new label_screen_reader_description attribute of the Check widget lets you provide instructions to customers who are using screen readers to access the customer portal. The new maximum_length and minimum_length attributes of the TextInput widget restrict the number of characters that can be entered in a text field. Because the TextInput widget is contained in the FormInput widget, you can also add these attributes to the FormInput widget even though they aren t listed as attributes of that widget.

21 RightNow Service The new Chat Audit report provides a 360-degree view of chat activity during a selected time period. Refer to Chat Audit report. RightNow Marketing and RightNow Feedback Performance has been optimized for marketing transaction data scalability, providing faster and more stable processing of your mailings and surveys. RightNow Social Experience A new Quick Select menu is available for quickly scheduling cloud searches at fifteen-minute, thirty-minute, or hourly intervals. The menu also features an option to clear all intervals. Refer to Scheduling cloud searches. RightNow CX for Facebook now includes the GuidedAssistance widget when displaying an answer containing a guide. Refer to RightNow Service features.

22 Nov 11 Visual The Rich Text Incident Thread control replaces the previous thread control on the standard incident workspace. With the new thread control, you can display, edit, and respond to HTML-formatted s, resulting in richer interactions with your customers. Refer to Responding to incidents. When inserting standard text, agents can now copy HTML or plain text from the Preview section of the Standard Text window and paste it into their responses. Refer to Inserting standard text. Custom objects enhancements Default values for additional field types You can now specify constant default values for object and system attribute fields with Yes/No or Menu data types. In addition, menu fields populated with options from the Accounts By Group, Accounts By Manager, Interfaces, and Languages field menus also support dynamic default values. Refer to Creating objects. Increased support for RightNow Sales Additional options are available for relationships and system attributes related to RightNow Sales, giving you increased flexibility when customizing your sales solution. Refer to Defining relationships and Creating system attributes for additional information about the following items. System attributes created for quotes can now use the Menu data type. When defining custom object relationships, the standard quote object can now be a child of other objects, excluding the opportunity object, though it cannot be a parent. System attributes can now be created for the sales products object. When defining relationships, a sales product can be a child of other objects, but cannot be a parent. System attributes can now be inserted into quote templates in the same way that other merge fields are inserted. Refer to Adding and editing quote templates. System attributes in RightNow Marketing and RightNow Feedback documents System attributes can be used in merge fields in documents you create for RightNow Marketing and RightNow Feedback. You can also use system attributes in merge fields in URLs created for tracked links. This allows you to customize mailings by dynamically adding content stored in system attributes. Refer to Inserting merge fields. Custom objects supported in RightNow Connect Desktop Integration Data from custom objects can be retrieved by JavaScript desktop integrations, giving you the ability to use data from system attributes in your desktop integrations. RightNow Object Query Language enhancements In this release, RightNow Object Query Language (ROQL) includes new query capabilities that can be used with any of the Connect Common Object Model APIs, making ROQL an improved alternative to other query methods like SQL and ODBC. New options for sorting, aggregating, and chaining data include: Order By for sorting query results Group By and Having for aggregating information Additional aggregate functions for calculating and summarizing information sum( ) avg( ) stddev( ) count( ) Additional string manipulation functions upper( ) lower( ) User-defined aliases to better manage long dotted-notation queries ID chaining in Connect Web Services for SOAP Dramatically improved optimizer for increased performance Connect Common Object Model enhancements The Connect Common Object Model is being extended to perform create, read, update, and destroy (CRUD) functions on a larger set of objects. Developers can now access additional data structures and fields. SalesTerritory Country with Provinces as a sub-object (read-only) Mailboxes (read-only) Assignment of SLAs to Organizations and Contacts (SLA Instances) CreatedByAccount field on Incident Additionally, developers can now perform CRUD operations using the LookupName instead of the record ID.

23 Actionable knowledge foundation reports An Analytics tab is now available on the standard answer workspace to display reports about the answer being viewed or edited. The reports provide details about customer interactions with a given answer on the customer portal. By reviewing the reports on the Analytics tab, you can learn how your customers are using your knowledge base and then make the necessary adjustments to enhance customer satisfaction. Refer to Evaluating answers using service analytics. Intent Guide federated search for mobile and Facebook The RightNow Intent Guide uses natural language searching to return results that guide customers directly to the information they need. Using best-in-class semantic search technology combined with industry-specific linguistic dictionaries and advanced algorithms, your customers questions are matched to the most relevant content to deliver the right answers immediately. Intent Guide capability was added for the standard customer portal page set in RightNow CX May 2011, and the current release extends that capability to the mobile page set and the RightNow CX for Facebook application. Using this capability, your customers can view combined search results from Intent Guide, RightNow Community, and the knowledge base. Refer to Adding Intent Guide functionality to mobile pages. Display of previous login information on the customer portal To help you meet various security compliance requirements, this release lets you add two reports to customer portal pages. These reports show your customers the date, time, and IP address of the most recent successful login, the most recent failed login attempt, and the number of failed login attempts since the most recent successful login. Refer to Displaying recent logins. Analytics Numerous new database tables are available for use in custom reports. The information in these tables is primarily used by the knowledge foundation and community reporting standard reports. For descriptions of these tables, refer to Viewing the data dictionary. New Tables Available in Analytics Action Detail Stats (kf_action_stats) Answer Detail Stats (kf_answer_stats table) Error Stats (kf_error_stats) Escalation Sessions (kf_escalation_sessions) Escalation Stats (kf_escalation_stats) Referrer Stats (kf_referrer_stats) Search Detail Stats (kf_search_stats) Searches (kf_searches) SmartAssistant Stats (kf_smartassistant_stats) Social Comment Flags (soc_comment_flags) Social Comment Ratings (soc_comment_ratings) Social Comment Stats (soc_comment_stats) Social Comments (soc_comments) Social Group Users (soc_group_users) Social Groups (soc_groups) Social Hive Post Tags (soc_hive_post_tags) Social Hive Post Tags Applied (soc_hive_post_tags_applied) Social Hive Stats (soc_hive_stats) Social Hives (soc_hives) Social Message Users (soc_message_users) Social Messages (soc_messages) Social Post Flags (soc_post_flags) Social Post Ratings (soc_post_ratings) Social Post Stats (soc_post_stats) Social Post Subscriptions (soc_post_subscriptions) Social Post Views (soc_post_views) Social Posts (soc_posts) Social User Profile Fields (soc_user_profile_fields) Social User Profiles (soc_user_profiles) Social User Stats (soc_user_stats) Social User Types (soc_user_types) Social Users (soc_users) Top Items Stats (top_items_stats) RightNow Community operational reporting A collection of forty-seven new standard reports lets you view information about activity and trends in RightNow Community, including content creation and use, membership details, and responsiveness detail. You can find

24 these reports in the Public Reports > Community folder. Refer to Community analytics. For information about the tables added to support these reports, refer to New Tables Available in Analytics. RightNow CX The Profile editor now provides options to define a custom deployment location, a custom user files location, and a shared network location to support the application deployment process. These settings can significantly reduce disk space and bandwidth consumption when deploying RightNow CX to large numbers of agents or Citrix environments. Refer to Deploying RightNow CX to multiple users. Options have been added to show or hide individual functions that appear on the Rich Text Incident Thread control, including Send On Save, SmartAssistant, and Standard Text. Refer to Options properties. RightNow Customer Portal New attributes for the ProactiveChat2 and syndicated ProactiveChat2 widgets enhance their functionality. Chat offers to customers can be triggered by specific events when you use custom code to define an event and then set the new initiate_by_event attribute of the ProactiveChat2 widget. Refer to Triggering a chat offer by an event. The chat_login_page_height and chat_login_page_width attributes of the ProactiveChat2 and syndicated ProactiveChat widgets let you control the size of the chat invitation window when the open_in_new_window attribute of the widget is set to true. Refer to Defining how the chat login page opens. The auto_detect_incident attribute of the ProactiveChat2 widget lets you pass the incident reference number from the URL to the agent who has accepted the chat request. The minimum value of the min_agents_avail_type attribute of the ProactiveChat2 and syndicated ProactiveChat widgets has been changed from 1 to 0. New attributes are also available for several additional customer portal widgets. The date_format attribute on the CombinedSearchResults, Grid2, Multiline2, and MobileMultiline widgets lets you format date fields in reports to follow international conventions. The valid_file_extensions attribute for the ChatAttachFileButton widget lets you define the kinds of file attachments that are acceptable for attaching to a chat session, and the label_invalid_extension attribute is the message that lets customers know what kinds of files they can attach. When you use the display_as_checkbox attribute of the SelectionInput widget, you can simplify customer responses by changing radio fields to a single check box element. When this attribute is set to true, the customer s response is saved as Yes if the check box is selected and No if the check box is not selected. RightNow Marketing and RightNow Feedback Save time by reusing your segment definitions in multiple interfaces, web sites, or custom reports. You can now export your segments as XML files and then import the files to use again. Refer to Exporting and importing segments. In documents, snippets, and templates, you can view marketing and feedback content by filtering your preview by a particular contact. This lets you preview dynamic content, such as merge fields and conditional sections, for specific contacts. For example, if you have a conditional section for customers in a specific postal code, you can preview a contact who matches that postal code to see if your conditional section works the way you intend it to. This improves the accuracy of your messages and, ultimately, saves you time. Improve web analytics by passing additional tracking information to a URL parameter. The following new merge fields are available in mailings and surveys: Campaign ID Mailing Format ID Mailing ID Survey ID Tracked Link ID Refer to Inserting merge fields. RightNow Social Experience When responding to a Twitter channel incident using the new Rich Text Incident Thread control, the response thread header clearly indicates when private messages can be exchanged with the customer. Refer to Responding to Twitter posts.

25 Aug 11 Custom objects System attributes When you create fields, called system attributes, for standard objects instead of creating custom fields, you can manage the customization of these system attributes and their related custom objects from a single location. Like custom fields, system attributes are available for use in reports and workspaces. In addition, they can be used when defining relationships to custom objects. System attributes can be created for accounts, answers, contacts, incidents, opportunities, organizations, quotes, and tasks, letting you create selfreferencing relationships between standard objects. See Creating system attributes. Self-referencing relationships To provide you with increased flexibility in customizing your application, selfreferencing relationships can now be defined for custom or standard objects that are joined by association relationships. This type of relationship makes an object a parent or child of itself. Workspaces for objects with self-referencing relationships can include relationship items for the object. For example, an incident workspace that includes the Incidents View relationship item can be used to associate one incident with another. See Defining relationships. Custom objects can now be parents of standard objects Increased flexibility in customization is also a benefit of your ability to now define relationships for a custom object in which a standard object (such as an incident) is a child of the custom object. This allows you to add fields from the custom object to the standard object s workspace and to add relationship items for the standard object (such as the Incidents View relationship item) to the custom object s workspace. See Defining relationships. Size of Long Text fields increased The amount of space in Long Text text fields that you add to custom objects has been increased from 4,000 bytes to 1 megabyte. Service update notifications A redesign of the Service Update Notifications editor makes it easy for you to view compatibility exceptions and deprecated items. In this release of RightNow CX, you can choose to view all service updates data or slice the data to view only the application areas you want to see. Two standard reports, Compatibility Exceptions and Deprecated Items, drive the data that displays on the content pane. The new layout for both reports is similar, designed with a split-level display of the content pane. The top portion of the content pane is scrollable, displaying data that you can slice and filter. The bottom portion of the content pane is always visible, displaying data specific to the row you have selected in the top content pane. See Service update notifications. You can now also manage and categorize your service updates by using the new Status column with inline and multi-edit features. See To edit Status inline.

26 Combined desktop administration for Intent Guide The combined desktop administration feature assists agents as they link answers in the knowledge base to model questions in RightNow Intent Guide. This ensures that customers will receive highly relevant search results on the customer portal. See Working with model questions. RightNow CX You can now verify the site name of your RightNow application just by hovering over the RightNow icon in your system tray. This can be especially helpful when you have multiple sites open or multiple interfaces of the same site open. Enhance the personalization and relevancy of your s by using the new optional field, Friendly From/Branded Address. This field configures the From address your recipients see in the service and marketing s you send them. See Outgoing Settings. To increase agents efficiency with Outlook integration, a Filter Tree field has been added to the Sync window to filter returned records. See To append Outlook to a record in RightNow CX. You can now create reports that show the number of actual business hours between two activities when you use the rel_date_diff function in custom reports. This function returns the amount of time between two dates, taking holidays and the work hours specified in response requirements into account. RightNow Customer Portal Your customers can now create a RightNow account automatically by logging in to an existing external account using one of the OpenLogin widgets on the Create an Account page. See Overview of open login. Functionality has been added to the SmartAssistantDialog widget that lets you use SmartAssistant even when you want to prevent creation of incidents from customer questions. Under the specific conditions you define, customers can return to the Ask a Question page to add information without creating an additional incident in the knowledge base. Similarly, they can be directed to a different page without creating an incident. See Using the Do Not Create Incident action with SmartAssistant. New attributes on several customer portal widgets enhance and extend functionality. The min_required_attachments attribute for the FileAttachmentUpload2 widget requires customers to add file attachments when they submit a question. The new label_min_required attribute lets customers know the number of attachments that are required. See Requiring file attachments. The valid_file_extensions attribute for the FileAttachmentUpload2 widget lets you define the kinds of file attachments that are acceptable when submitting questions, and the label_invalid_extension attribute is the message that lets customers know what kinds of files they can attach. See Restricting the type of file attachments. A new frequency attribute for the Polling and PollingSyndication widgets lets you define what percentage of visitors to your site will be offered a poll. See Enabling and configuring modal polls. A new persist_prodcat attribute for the KnowledgeSyndication widget lets you always filter customer search results on the products and categories defined as the default. When this attribute is disabled, the default values are cleared when customers enter search terms. See Retaining product and category search filters. A new sort_by_filename attribute on the FileListDisplay widget displays the list of file attachments on the answer details page sorted numerically and alphabetically. See Sorting the file attachments. A new intent_guide_referrer attribute has been added to the CombinedSearchResults widget to identify search results reporting when a site uses different interfaces. You can now specify a date range on the DateInput widget with the new min_year and max_year attributes. You can now have customers validate a field by entering information a second time, such as address, by using the require_validation attribute on the TextInput widget (and any other widget that includes the TextInput widget, such as FormInput). The attribute applies to fields using text and integer data types. Override the default icons on the TopicWords2 widget by using the new icon_path attribute. The new call_url_new_window attribute of the GuidedAssistant widget lets you define how guided assistance windows open when URLs are called, allowing them to open in a new window or the current one. You can hide hints selectively on custom fields by using the hide_hint attribute for the CustomAllInput and CustomAllDisplay widgets. You can also define and display product and category selection hints by using the hint and always_show_hint attributes for the ProductCategoryInput widget. Define where customers who discontinue a chat session will be directed by specifying a URL in the close_redirect_url attribute for the ChatDisconnectButton widget. RightNow Chat The CHAT_ALERTFORM_ENABLED configuration setting has been added so administrators can disable the screen pop for incoming chat notifications. See Configuring preliminary screen pop.

27 May 11 SAML 2.0 single sign-on The new SAML 2.0 single sign-on feature (also called SAML 2.0 Open Login) lets agents connect to the RightNow Console and customers connect to the RightNow Customer Portal without logging in with their RightNow user name and password. Instead, when users log in to a third-party identity provider first, they can simply connect to the RightNow application. All agents need to do is select a connection to the RightNow Console after they have logged in to their workstations for the day. Without the requirement of multiple user names and passwords or additional login procedures, agents efficiency and ease of use are enhanced. Your customers can have a similar positive experience when they log in to the RightNow Customer Portal through single sign-on. Instead of the frustration of having to log in specifically to your support site, your customers can now enter through a third-party identity provider, such as PingFederate or Windows ADFS, that logs them in automatically. Single sign-on increases customer satisfaction by simplifying the process of accessing your site and finding necessary information. With single sign-on, agents and customers log in to an identity provider, which authenticates their identity and sends that information to the RightNow Console or customer portal. The identity provider uses SAML 2.0 (Security Assertion Markup Language) architecture to send user authentication information, and RightNow CX then verifies the staff or customer account based on XML signatures using X509 certificates. Refer to Single Sign-On. Customer polling Polling surveys in RightNow CX May 2011 offer you a new way to interact with your customers by asking them a question and using their responses to determine their interests, demographic information, business opportunities, or other helpful information. You can add a polling survey to a customer portal page or any page external to the customer portal. Refer to Creating polling surveys. After customers submit their response, they see a poll results chart or a thank-you message, depending on the question type used in the polling survey. You ll use one of the two new polling widgets to add a poll to your support site. To add a poll to a customer portal page, use the standard Polling widget. To add a poll to any page external to the customer portal, use the PollingSyndication widget. You can configure various attributes of the polling widgets: the style of the question, the presentation of poll results, and poll triggers, among others. Refer to Offering customers a survey. Intent Guide Your customers will receive highly relevant search results when you implement the RightNow CX Intent Guide on the customer portal. Intent Guide uses natural language searching, semantic search technology, and industryspecific linguistic dictionaries to accurately assess your customers needs and return results that respond to those needs. New widgets and attributes let you configure the Answers page to return results from Intent Guide, as well as from your RightNow knowledge base and community posts, offering your customers a full spectrum of results in a familiar format. Refer to Using Intent Guide on the Customer Portal.

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29 RightNow CX By controlling the number of concurrent administration logins per site in RightNow CX, you have another tool for managing system resources within your organization. Any range from 1 to 40,000 is allowed. This new option is also available for controlling the number of concurrent administration logins in RightNow Wireless. With two new standard reports, you can track staff member login activity and supply the information to each staff member. My Account Login Statistics shows staff members their own login activity for the past sixty days. And Unsuccessful Login Attempts by Account lets you see all failed login attempts throughout your system in order to spot any trends or problems that may occur. Refer to Supplying login information to staff members. When you are considering changes to or removal of answers, you can identify guides that will be impacted when answer content or an associated guide changes. The Guide Dependency report shows answers and other guides that are referenced by each guide. Find the Guide Dependency report at Public Reports>Service>Guided Assistance. To make it easier to deploy installations in a consistent location across workstations with varying directory structures, you can now enter a system variable (such as %userprofile% or %appdata%) as part of the deployment path when you define a custom installation location in a staff profile. For example, the name of the user profile directory generally varies by workstation and staff member. To define a custom installation location across user profile directories, you could include the corresponding system variable within the path: %userprofile%\custom_deployment_path\custom_directory_name Several changes and enhancements have been made to custom objects in RightNow CX May Your organization may want to track which staff members create or modify custom object records and when those events occur. This release adds four predefined fields (Created Time, Created by Account, Updated Time, and Updated by Account) that let you gather this information without requiring manually added fields to do so. These and other predefined fields are now selected on the Object Designer s Fields page instead of the Summary page. Refer to Creating custom objects. You can now store addresses and web links in custom object records for easy access by staff members. Clicking the button next to an field opens the client and populates the address field, while clicking the button next to a URL opens it in a browser. The new and URL fields are available in a drop-down menu that also includes the previously available Plain Text and Long Text options. Refer to Creating custom objects. This version of RightNow CX offers automatic creation of related fields in child objects through a menu selection on the Child Field drop-down menu instead of requiring you to manually create the relationship between a parent and child object. Refer to Defining relationships. When you have made changes to custom objects that you decide not to keep, you can use the Rollback option to easily reverse all changes made to a custom object since the last deployment, even if you have already saved the changes. Refer to Deploying custom objects. When you import custom objects, you can ensure that objects required by a relationship are not missed during the import process. You can choose to not import certain objects in the import file. If you remove objects that have a parent-child relationship and then later add the child object back to the import, the parent object is now automatically added back to the import. Refer to Exporting and importing custom objects. RightNow Service When you use the RightNow Chat API to embed the chat custom interface and extend chat functionality in any device that offers a full-featured browser such as a video game console, cable box, or TV you help ensure continued customer activity instead of increasing the likelihood they will abandon it to seek customer support. For greater accuracy in search results for archived incidents, the new search engine lets you limit your searches to specific fields. Refer to Accessing archived incidents. RightNow Customer Portal The addition of a container page tag lets you increase coding efficiency by enclosing several widgets that have shared attributes and noting the attributes only once in the container tag rather than individually for each widget (for example, the report_id attribute when several search and report widgets occur on one page). Refer to Applying common attributes to multiple widgets. Enhancements to the SmartAssistantDialog widget let you specify the width of the window that opens before customers finish submitting their question. It also lets you change the order of buttons on the window, change buttons to links, and change links to buttons. Refer to Configuring the SmartAssistantDialog widget. You can now take advantage of more flexible date and time formats when you want to populate custom date and datetime fields. Instead of having to generate a value for the field using a UNIX datetime stamp generator, you can enter absolute and relative dates that will be converted to the UNIX time stamp format using the PHP strtotime( ) function. This means you can enter default values such as yesterday, first day of next month, and tomorrow 4 hours. Refer to To set a date/time value. Custom reports now offer the ability to display additional run-time filters on the customer portal using the filters that were created as part of that report. Refer to Specifying additional report filters. The security of private answers is enhanced because the deploy process displays an error message if the login_required page meta tag is different between the Answers page and the answer details page. As a result,

30 you are notified that you have required login on one page to protect your private answers, but not on the other, and you can correct the issue before private answers become public. When widgets have attributes that are required, you can now ensure correct widget code because the required attributes are identified on the widget s page of the Customer Portal Administration site. A new attribute of the ProductCategoryInput and MobileProductCategoryInput widgets lets you define variable levels of products and categories on different pages. For example, you might want only a single level on the Ask a Question page, but multiple levels when searching for answers. Use the max_lvl attribute to select the maximum depth of product and category levels that can be selected on the customer portal. Refer to Requiring product and category levels for the standard Ask a Question page and Requiring selection of products and categories for the mobile page set. An active link to a newly created incident is now available on the confirmation page when logged-in customers submit a question on the Ask a Question page. The link opens the incident on the question details page. You can now preview the splash and error pages, which are stored in the /euf/config folder, from the Customer Portal Administration site. RightNow Feedback A new standard report, Survey Conversion Stats Trend, provides you with a breakdown of survey statistics for a specific time frame. Survey statistics include: Number of surveys sent Number of surveys opened Number of surveys completed RightNow Social Experience The Channels editor includes a new utility for viewing and managing cloud searches that have been added for each channel. The Cloud Search Manager helps you manage the list of agents who have selected each search as a favorite and remove searches that were entered incorrectly or are no longer needed. Refer to Managing cloud searches by channel. The RightNow CX for Facebook application has been updated to support Facebook s new iframe-based content model and the deprecation of its previous content model (Facebook Markup Language). In addition, SSL support has been added to encrypt information flows between Facebook and RightNow sites that have SSL enabled. Refer to Configuring RightNow CX for Facebook.

31 Feb 11 RightNow CX Intent Guide with Natural Language Search By discovering your customers intentions during their visits to your web site, the RightNow CX Intent Guide with Natural Language Search defines the next generation of customer experience with best-in-class semantic search technology. Natural language searching is fine-tuned to your business with industry-specific dictionaries and advanced algorithms to understand and match consumer intent to highly relevant content. Using technologies like intent matching, industry-specific dictionaries, language identification, and advanced algorithms, RightNow CX Intent Guide: Increases sales through higher conversion rates on your web site. Drives customer loyalty through satisfying online experiences. Increases your insight into customer searches and needs. When customers visit your web site, they might not always know the best way to ask a question or the best search terms to use. RightNow CX Intent Guide directs customers to the information they need by evaluating the search terms and asking a simple follow-up question to guide them to the answer. For example, if customers enter the search term higher spending limit on a bank web site, the intent guide might ask them to choose the question that best fits their query, such as: What is the spending limit on my credit card? What is the limit on cash withdrawals at ATMs? What is the overdraft limit on my current account? Once customers choose a question, RightNow CX Intent Guide presents them with the search results that most closely match their intent. Other capabilities RightNow CX Intent Guide also includes four web-page overlays to guide online customer interaction. Question matching helps you understand your customers intent and guide them to high-value content, thereby increasing conversion rates. The virtual assistant drives conversion rates and reduces live assistance costs by enabling personal and natural conversations during the engagement. The web form assistant decreases online web form abandonment rates by prefilling form fields with information captured during an engagement. Contextual online offers deliver real-time, relevant offers based on the context of a page or the user s intent. For more information about RightNow CX Intent Guide, contact your RightNow account representative. Customer portal deployment enhancements You now have one more chance to check your modifications to the customer portal before making them public. The new staging environment lets you see exactly what your page changes will look like on your production site, but these pages will not be available to your customers until you promote them. The staging area also gives you the flexibility to stage and promote only the pages, files, and configurations you want, leaving the rest of the changes in your development area so you can continue working on them. As a result, you can introduce changes to your production site in increments without being forced to finalize all changes before making them public. This can be especially helpful, for example, if you want to stage and promote only your mobile page set. Refer to Staging. If you discover problems after you have already promoted your staged pages to the production site, changing your mind is quick and painless. You can revert to the most recent set of production pages by simply clicking a button. Refer to Rolling back. Other changes resulting from the customer portal deployment enhancements include the following. New permissions for staff account profiles give you greater control for defining which staff members can edit, stage, and promote your customer portal. Refer to Assigning customer portal permissions. A tool has been added to specifically identify the values of configuration settings for each of the three environments: development, staging, and production. Refer to Sandboxed configurations. A Notes field lets you document the reasons for each stage and promote process so a history of your site is maintained. Customer portal open login You might want to offer your customers a faster, more convenient login experience by letting them log in to your customer portal using existing accounts they already have with third-party providers. The new OpenLogin widget accepts verified customer logins from Facebook, Twitter, Google, Yahoo, AOL, myopenid, WordPress, and most

32 other OpenID sites. The RightNow application creates contact records with information passed from the external service, although that process occurs automatically and is invisible to customers. To ensure an accurate knowledge base with no duplicate contact records, RightNow CX keeps track of all the open login accounts your customers use. When an address from the external service matches an address in the RightNow knowledge base, RightNow CX finds the existing contact and adds a new channel or OpenId for that customer. Refer to Customer portal open login. Twitter direct messaging When customers contact your support organization using Twitter s private message feature, your agents now have the option of responding privately instead of posting a response, and they can also respond privately to public posts. Your customers benefit when they know the response is intended for their eyes only. Additionally, you have the option of automatically creating incidents from private Twitter messages. You manage your staff members access to a channel account when you define the account. Refer to Configuring channel accounts to define these permissions, which include the following. Staff members can monitor private messages across multiple Twitter accounts and then respond to them, create incidents from them, or append them to existing incidents. Refer to Monitoring private messages from Twitter. Your agents can respond privately to incidents created through the Twitter channel account to ensure that only the intended recipients can view the responses on Twitter. Refer to Responding privately to Twitter messages. RightNow CX can automatically create new incidents from all private messages received by the channel account. RightNow CX When you want to be sure that all staff members not only see, but also agree to a terms of use agreement, security statement, or any other message, you can display a login agreement message that appears after they click the Login button and before the RightNow Console opens. See Downloading RightNow CX and logging in and refer to step 6 of the procedure. If your business rules include a large number of states, functions, rules, and variables, the new search functionality on the rules editor helps you quickly find the one you are looking for, even when the list is collapsed. Refer to Searching rule bases. All files deployed to the workstation by the installer are now logged in an installer deployment log file called RightNow.Installer.FileInstallation.txt, available at the following locations. In Windows versions prior to Vista: %USERPROFILE%\Application Data\RightNow_Technologies\<site_name>\ In Windows 7 and Vista: %USERPROFILE%\AppData\Roaming\RightNow_Technologies\<site_name>\

33 RightNow Analytics To streamline reporting, you can now filter reports on incident, answer, or opportunity status changes instead of spending time on the more involved procedure using the Transactions table. Where you might have used the Transactions.Attribute 1 field, you can now use the Status field in the Incident Statuses, Answer Statuses, or Opportunity Statuses tables. When configuring record commands for a report, you can set the default record type to None. This allows you to drill down into another report level on unique records without opening the record. Refer to Customizing record commands. RightNow Service RightNow Customer Portal The customer portal s use of the Facebook registration plug-in offers increased ease of use for customers and the ability for your organization to gather additional information, including contact custom fields, when customers sign up. This tool, developed by Facebook, is offered to web site owners so customers can create an account using their existing Facebook account. Refer to Facebook registration plug-in. Two new widgets address a frequently requested feature to require customers to create an account before submitting a question on the Ask a Question page. Customers enter their address, and those who do not have a contact record are taken to the Create an Account page. After completing contact information, customers are logged in and redirected to the Ask a Question page. A progress bar displays each step of the process. Refer to Requiring customers to create an account. When you want to display or hide page content based on the value of a configuration setting or URL parameter (for example, hiding the Community tab and sidebar link when RightNow Community is not enabled), you can use the new conditional page tags. Refer to Config Setting Check condition or URL Parameter Check condition. The addition of a five-minute warning prior to form expiration prevents your customers from losing data if they become distracted while completing the Ask a Question page. Refer to Defining maximum form completion time. Customers have a clear way to confirm the selection of products and categories in the product/category tree, creating greater precision because they can drill down to sub-levels and reducing confusion regarding their selections. Refer to Changing product and category tree symbols. If your customers have several windows open on their desktop when they are chatting with an agent, they may not be aware that the agent has replied to their most recent message. You can now notify customers when agents respond during a chat session by providing a visual signal on Internet Explorer. Refer to Notifying customers of incoming messages. You can also let customers know when a chat agent is first connected and whenever the agent posts a message by using the ChatSoundButton widget to provide an audible notification in chat sessions. Refer to Additional chat widgets. You can now limit the number of active logins on your site as well as limit the number of active, concurrent logins for a single customer. Refer to Modifying general customer portal settings and syndicated widget settings. The customer experience is improved because the Notify Me button is hidden on the answer details page when customers are not logged in. Dynamic agent desktop Workspace rules include new workspace rule elements, including a trigger, a condition, and two actions. You can trigger rules and workflow connectors when an input control value is selected from a radio button, drop-down menu, or list. This can be a useful alternative to the An Input Control Value Changes trigger, which activates even when changing an input control to no value. Available for workflow and script rules and workflow connectors, the Record is Copied condition detects whether the record is being copied from another record, allowing you to automatically set field values for copied records. The new Display a Message Box action displays a customized message in a pop-up window. You can define the window title and message text and select an icon to convey its context. For example, you can use this action to alert agents that an incident contains a high severity issue or is missing important information. Workspace rules can prevent changes from being made to a record when the Make the Editor Read Only action is used. You might want to use this action, for example, to prevent agents from making changes to solved incidents. When you want to work with child records and save them without being required to save the parent record, you can edit the View relationship item for incidents, opportunities, tasks, and custom objects to select an option to open child records in a new work group tab instead of a child window. If you want to load a specific record in a workflow instead of prompting agents to search for a record, you can edit Load element attributes to do so. You might want to use this feature to load a template record that can be copied or to load a specific contact record when incidents are created anonymously.

34 When you open a child record from a parent, the child editor includes a Delete button. This makes it easier to view a child record before you delete it because you are not required to close the child editor in order to delete the record. When you add a Save element attribute to a workflow, you can select an option to close the record after saving. Because Save elements are automated, this option lets you close a workflow when any connector event occurs. Refer to Editing Save attributes. Co-browse functionality and reports Co-browse functionality has been expanded so you can send and receive files and reboot a customer s workstation during a co-browse session. Refer to Co-browsing with customers. You can monitor agent effectiveness and collect co-browse session information with new standard co-browse reports, which can help you discover and implement steps to improve agent interactions with customers. The new reports are Co-Browse Summary and Chat and Co-Browse Activity RightNow Chat RightNow s new third-party queue integration Chat APIs let you route RightNow Chat sessions through your existing queuing and routing solution, including Avaya, Cisco, and Interactive Intelligence. By integrating RightNow Chat with your existing solution, you reduce your costs and increase agent efficiency by using a single management interface for queuing and routing multi-channel interactions. Search ranking enhancements Because this version of RightNow Service uses customers previous browsing behavior and answer newness for improved answer search results, your customers can find the answers they need more quickly. The values of the new SEARCH_USAGE_BOOST and SEARCH_RECENCY_BOOST configuration settings help ensure that the freshest, most useful answers appear prominently in search results. Answer editing Instead of continually switching back and forth between source mode and design mode when editing answers, you can use the source mode HTML toolbox, which lets you use the same toolbox functions that are available in design mode. Accessibility interface Functionality has been enhanced on the accessibility interface with the addition of Severity and SLA Instance fields on the incident editor. RightNow Marketing and RightNow Feedback Case statements help you branch your workflow in campaigns and surveys based on multiple conditions that you define. Case statements are unique because you can define an outgoing path for each condition. As soon as the first choice (condition) is matched, the path for that choice is followed, and no other conditions within the case statement are evaluated. See Editing Case Statement attributes in campaigns and Editing Case Statement attributes in surveys.

35 One of the most important capabilities of sending mailings is the ability to analyze results. In this release, the mailings Results tab has been redesigned to run the reports that matter most to your organization. See Viewing mailing results. The new Engagement Scorecard report gives you an easy way to see a consolidated view of a specific contact s engagement. Several contact touch points are calculated, including s sent, viewed, and bounced, unsubscribes, page views and submits, forward to friend sends, and link clicks. The statistics are evaluated to give you an overall picture and a time-based view, awarding more points to contacts who have interacted with your business recently. See Best practices for improving conversion rates. The new Question Response SmartSense Trend report evaluates emotion detection from text survey responses. The report groups feedback by the submit date and displays totals for negative, neutral, and positive question responses. You can also drill down to read the actual responses, making it easy to correlate response trends to recent business decisions or marketing activity. See Best practices for improving conversion rates. RightNow Social Experience The new Validate button for RSS custom channels verifies that the feed s URL and format is valid. In addition, visual improvements have been made to the list of common URLs that appears when http is typed in the URL field. Refer to To add a custom channel for RSS. To help your staff keep track of cloud searches, new search results are displayed in bold to indicate that they have not been read. You can mark a result as having been read by clicking the Mark Read button on the ribbon, which removes the bold styling. A new configuration setting, PURGE_CLOUD_RESULTS_IGNORED, is used to purge cloud search results that have been marked as ignored independently of other cloud results. This is especially useful when monitoring cloud searches on common terms that return many irrelevant posts.