RightNow eservice Center 5.5 New Administrator s Survival Guide Table of Contents You may click on each line below to go to that section of this document. OVERVIEW...3 HELPFUL RESOURCES...4 GAINING FAMILIARITY WITH YOUR END-USER PAGES...6 Exercises End-User Pages:...7 GAINING FAMILIARITY WITH THE ADMINISTRATION CONSOLE...9 Navigating the Administration Pages...10 Staff Management...11 Exercises Staff Management:...12 Customizable Menus...13 Exercises Customizable Menus:...14 Custom Fields...15 Exercises Custom Fields:...16 Incident Console...17 Exercises Incident Console:...18 Customer Console...19 Exercises Customer Console:...19 Answer Console...21 Exercises Answer Console:...22 Live Console...24 Exercises RightNow Live:...25
Views at each Console...26 Exercises Console Views:...27 Workflow and Escalation Rules...28 Exercises for Workflow Rules:...29 Exercises for Escalation Rules:...30 Configuration Editor...31 Exercises Configuration Editor:...33 Reports and Report Subscriptions...35 Exercises for Standard and Custom Reports:...37 Exercises for Report Subscriptions:...38 Multiple Interfaces...39 Exercises Multiple Interfaces:...40 2 April 2003
RightNow eservice Center 5.5 New Administrator s Survival Guide The purpose of this document is to provide new RightNow eservice Center administrators a high-level overview of the primary features and functionality of eservice Center, version 5.5 so that a new administrator may gain a general understanding of how their application is configured and utilized. For comprehensive material regarding the features and functionality of eservice Center, please refer to our technical manuals. Important! This document is not designed to provide adequate training to new administrators regarding usage and configuration of your RightNow eservice Center application. As a new administrator of RightNow eservice Center, you may not be familiar with how your application is configured specifically to work with your overall Web site. For this reason, this guide will identify the primary components that you need to become familiar with. Overview RightNow eservice Center allows access to two primary groups of people, your site visitors (or customers) and your staff members. Your site visitors, also referred to as customers or end-users, utilize what are called the end-user pages of eservice Center. Your staff members use the administrative components of eservice Center, which includes the following: Incident Console Customer Console Answer Console Live Console (may not be utilized for your site) Reports Console Management and Configuration Page Configuration Editor and File Manager Through the end-user pages, your customers may search your knowledge base of published questions and answers in order to find solutions to their own questions. In this way, your site visitors can get assistance without the involvement of your staff s resources. If your customer cannot find a solution, they can submit a request for assistance by filling out the Ask a Question page, which creates an incident at the Incident Console for your staff to answer. In addition, your site may also be configured to allow e-mail requests sent to a specific mailbox to be turned into incidents as well so that your customer service representatives can answer e-mail assistance requests along with the Ask a Question requests. April 2003 3
Helpful Resources Each company with an active license of eservice Center is allowed a specific number of designated support contacts. The number of contacts allowed depends on the number of licenses and interfaces purchased and the type of support package purchased. Designated contacts have access to the resources listed below: 1. Access to RightNow s Technical Support Site at http://rightnow.custhelp.com: Designated contacts have active customer records that allow access to our technical support site. Each contact is given a login ID and password when their account is set up. Contacts may update their contact information and password by logging in to the site and then clicking the My Stuff link followed by the Profile button. Our support site includes access to the following items: Knowledge base of Answers: When you first log in to http://rightnow.custhelp.com, click the Find Answers link to search our knowledge base of technical questions and answers. You may select specific products, subproducts, or categories to restrict your search to specific values. For example, if you wish to search for information on workflow rules, select RightNow eservice Center from the Product menu and then select Workflow Rules from the subproduct menu and click Search. All answers assigned to the Workflow Rules sub-product will be returned with your search. For information useful to new users, select Getting Started from the Categories menu to view answers for new administrators. You may also enter text into the Search Text box to search by specific words or phrases. To search for a specific answer by the unique Answer ID, enter the Answer ID in the Search Text box, select Answer ID from the Search by menu and click Search. The specific answer should be listed in your search results. Click the link to view the answer. RightNow Manuals and Documentation: Our technical manuals are available online, which you may download to your computer. These manuals are available through our knowledge base. From the Support Home page, you may click the reference in the Announcements box or click Find Answers and select Documentation from the Category menu and click Search. Links to the online eservice Center manuals are listed in Answer ID: 1350. Comprehensive Computer-Based Training (CBT): Our computer-based training program allows you to gain proficiency in using the various features in eservice Center. The 5.5 CBTs are divided into sections so that you may learn about specific components as you wish. Links to the CBT trainings for eservice Center are listed in Answer ID: 479. 4 April 2003
Phone-based Tune Up: A phone-based tune up allows you to evaluate and improve your usage of eservice Center. Once the tune up date has been scheduled and confirmed by our staff, one of our consultants will review and evaluate the key areas of functionality for your site. The consultant will then go over the evaluation results with you over the phone and provide suggestions for improvement. For more information regarding tune-ups, refer to Answer ID: 1183. Ask a Question Feature: Designated contacts may also submit assistance requests to our technical support staff using the Ask a Question page on our support site. Once you have logged in to http://rightnow.custhelp.com, search our knowledge base for an answer to your question. If you are unable to find a solution to your issue, click the Ask a Question tab to submit an assistance request to our technical support staff. Our support staff will provide a response via e-mail to your issue. 2. Site Status page for Hosted Customers at http://sitestatus.rightnowtech.com/: For customers whose eservice Center application is hosted with RightNow Technologies, you may access up-to-date status reports regarding our hosting servers. Should you experience slowness or access issues with your application, first check the site status page for more information regarding the issue. If necessary, you may submit a notification to our staff regarding your performance issue from the site status page. 3. Group Training Opportunities: In addition to the resources above, consider attending more formal training provided by RightNow s Professional Services group. RightNow offers two different 2-day classes for administrators. These classes are given at our Bozeman, Montana headquarters or may be provided on-site at your facility, depending on your needs. For more information on pricing and options, please contact your sales representative or contact Christine Franz at 406.522.4236 or via email at: cfranz@rightnow.com. For descriptions of training options, refer to Answer ID: 839 in the RightNow Technical Support site at http://rightnow.custhelp.com. April 2003 5
Gaining Familiarity with your End-User Pages Manual Reference: 5.5 Administration Manual, chapter 11, Configuring and Customizing End-User Pages. Site visitor view the end-user pages when they seek assistance through your Web site. The end-user pages are sometimes called the end-user interface and consist of the following pages, each of which may be enabled or disabled depending on the specific configuration of your site: Support Home Page allows access to other end-user pages Find Answers Page allows site visitors to search for answers to their questions. My Stuff Page (This page cannot be disabled if the Ask a Question page is enabled). Live Help allows site visitors to request to chat with a customer service representative. Chat sessions may become incidents at the Incident Console. Ask a Question Page allows end-users to submit questions, which become incidents at the Incident Console. Site Feedback Page allows site visitors to submit recommendations regarding your site configuration. Answer Feedback Page allows site visitors to submit feedback after viewing a specific answer and selecting that it was less than 100% satisfactory. 6 April 2003
Exercises End-User Pages: The purpose of answering the questions below is to gain general information regarding your site s configuration. a. Go to the Web site for your company. How do you get to your RightNow eservice Center application from your company s home page? b. Go to the URL for your end-user pages. Is a log in required? What is the first page that you see? c. Support Home page. Which links are displayed? Is an announcements box displayed? d. Find Answers page. What types of products and categories are listed? How many Answers are listed? View a few of the answers listed. Are the answers you viewed informative? Would they answer your question adequately? e. Go to the Ask a Question page. Submit a test incident. In order to submit an assistance request, you must have a customer account. If you do not already have a customer account, you will be asked to provide additional information. When you submit the incident, note the reference number reported to you. f. Click the My Stuff tab. If you did not have to log in to get to your Support Home page, you must either log in to an existing account or create a new account in order to access the My Stuff tab. Depending on the configuration of your site, you may not be able to create a new account from your end-user pages. When you click the My Stuff tab, does a login page appear? On the Login Page, does the bottom section allow you to create a new account? If you do not have a User ID and password to log in, click Create a New Account. April 2003 7
On the New Account page, fill out the form. What information is required for your site when creating an account? If you have an account on your end-user pages, enter your User ID and password to log in. Click the Questions button or link. You should see the incident that you submitted. Click on the Summary to view the incident. View the contents of what you submitted. Scroll to the bottom of the page and click Update Question. This allows you to add or update the content of your assistance request. Enter some additional text and click Submit Update to Question. Next, click the Notifications button. The Notifications page lists answers that you have previously subscribed to. When viewing an answer, you may click the Notify Me by E-mail if This Answer is Updated button. Then, when the answer is updated, you will receive an e-mail to let you know that the content has changed. Are any answers listed on the Notifications page? Click the Profile button. The Profile page allows end-users to change their User ID, password, and e-mail address along with any additional information you all them to edit from this page. Custom customer and custom company fields may be configured for editing from this page if you choose. 8 April 2003
Gaining Familiarity with the Administration Console The Administration Console is the part of eservice Center used by you and other staff members to answer your customers requests for assistance, to publish new answers to your end-user pages, and to configure your site. Each component listed in the table below is addressed at a high level in the following pages. For more comprehensive information regarding each topic, please refer to the manual and chapter listed. Note: The chapters listed below correspond to the 5.5 manuals only. Component Manual Reference Chapter Staff Management Administration Manual 4 Incident Console Customer Service Manual 4 and 5 Customer Console Customer Service Manual 8 Answer Console Administration Manual 8 Live Console Administration Manual Customer Service Manual 17 7 Views at each Console Administration Manual 9 Workflow and Escalation Rules Administration Manual 13 App. A and B Configuration Editor Reference Manual 2 and 3 File Manager Reference Manual 4 Management and Configuration Page Administration Manual 5 and 6 Reports Reference Manual 1 Utilities Administration Manual 19 Multiple Interfaces Administration Manual 16 April 2003 9
Navigating the Administration Pages On most administrative pages, the navigation bar in the upper, left corner allows staff members to easily go from one location to another. The specific icons included on the navigation bar depend on the profile configured for each staff member. The table below describes each administrative component of eservice Center. Incident Console: Staff members respond to incidents submitted from customers to your site through the Incident Console. Incidents may be created from e-mail submitted to a specific mailbox configured for your application or when a customer submits a request through the Ask a Question page. Live Console: If RightNow Live is enabled, the Live Console allows staff members to answer live chat requests submitted from the end-user pages. Customer Console: Customer records and company information are accessed and modified through the customer console. Answer Console: Answers published to your end-user pages are accessed and edited at the Answer Console. Non-published answers are also contained in the Answer Console, for example, answers that have been proposed, but are not yet published. Management and Configuration: The Management and Configuration page allows access to various tables and customizable features of eservice Center. Generally, much of this configuration is the responsibility of the eservice Center administrator. Personal Settings: Each staff member who has access to the administration pages of eservice Center may specify personal preferences, depending on their level of access. Staff members may change their login password and may specify their start page and view preferences. Report Console: The Report Console allows staff access to the various standard reports in eservice Center as well as custom reports configured by individual staff members. Report Subscriptions: This section allows staff members to create and modify report subscriptions that are automatically sent by eservice Center. Refresh Current Frame: This option refreshes the current frame selected, i.e. the Incident Console or Answer Console. 10 April 2003
Staff Management Manual Reference: 5.5 Administration Manual, chapter 4, Staff Management. In order to learn how your company is using eservice Center, you must learn who in your company has access to the administration pages and what activities they are responsible for. This is accomplished by reviewing the contents of three tables listed in the Staff Management section of the Management and Configuration page: Profiles, Groups, and Accounts. Profiles: The Profiles table displays the different types of access allowed at the administration pages. A profile specifies which administrative components a staff member can access. For example, you may restrict staff members from accessing the Answer Console entirely. In addition, you may also restrict functionality, such as editing incidents or updating customer records. To view which staff members are assigned to a specific profile, click Edit next to the profile name and scroll to the bottom of the page. Staff members who are assigned to that profile are listed in the Profile Members section. Groups: Each staff member must belong to a primary group; they may belong to secondary groups as well. Incidents may be assigned either to a specific staff member or to a group. You may configure an auto-assignment policy for each group as to how incidents are assigned to the specific staff members within the group manually, round robin, or by least workload. To view which staff members are assigned to a group, click Edit next to the group name. Accounts: The Accounts table lists the staff members who can log in to the administrative pages of eservice Center. Each account is configured by clicking Edit next to the listing. For each staff member, you can configure a password, e-mail address, signature, group, and profile. April 2003 11
Exercises Staff Management: The purpose of answering the questions below is to gain information regarding your staff members and how they are configured. a. From the Management and Configuration page, click Profiles. Click Edit next to a profile name (to exit, click Cancel). How many profiles are listed? Are the profile names intuitive? When viewing a specific profile, which staff members are listed? b. Next, from the Management and Configuration page, click Groups. Click Edit next to each group name (to exit, click Cancel). Which group names are listed? How many groups are listed? Which staff members belong to which groups? What is the assignment policy for each group? c. From the Management and Configuration page, click Accounts. Click Edit to see how the staff member s account is configured (to exit, click Cancel). How many staff members are listed? 12 April 2003
Customizable Menus Manual Reference: 5.5 Administration Manual, chapter 5, Customizable Menus. The options listed in the Customizable Menus section of the Management and Configuration page allow you to add specific items to various components in eservice Center. This allows you to configure your application to meet your specific needs. The purpose of this section is to allow you to determine how your site has been previously configured. Products and Categories: The Products and Categories tables list the products, sub-products, categories and sub-categories configured for your site. These values may be enabled for use on the end-user pages and administrative pages for different interfaces. Incident Statuses: This table lists the default and custom statuses used with incidents at the Incident Console. Each status has an associated Status Type Unresolved, Waiting, or Solved. Answer Statuses and Answer Access: These tables list the specific answer statuses and answer access levels used for publishing answers to your end-user pages. These items are addressed in the Answer Console section of this document. Billable Tasks: This table lists items that are used for billing time for incidents at the Incident Console. April 2003 13
Exercises Customizable Menus: The purpose of answering the questions below is to gain information regarding the customizable menus. a. From the Management and Configuration page, click Products. How many products are listed? Do any of your products have sub-products? Click Edit next to one of the products or sub-products listed. The text entered in the Language Name field is the name used on the administrative and end-user pages. Which visibility options are enabled? Each item may be enabled for use on the administrative pages and the end-user pages for each interface listed. Click Cancel to return to the list of products. Click Edit next to other products listed to check their language name and visibility. b. Click the Management and Configuration icon in the navigation bar. Click Categories. How many categories are listed? Do you have any sub-categories listed? Which categories are visible to the end-user pages? c. Click the Management and Configuration icon in the navigation bar. Click Incident Statuses. You will see four default statuses listed (Unresolved, Updated, Waiting, and Solved) along with any custom statuses previously configured. The Edit button allows you to change the name of the status and the status type of custom entries. How many statuses are listed? Do you have any custom statuses listed? d. Click the Management and Configuration icon in the navigation bar. Click Billable Tasks to view the list of options available when billing time for an incident. The Edit button allows you to modify the task name. How many items are listed? 14 April 2003
Custom Fields Manual Reference: 5.5 Administration Manual, chapter 6, Custom Fields. Custom fields allow you to gather additional information related to incidents submitted, individual customers who use your site, company information if you have customers associated by company, and information related to answers published to your end-user pages. The purpose of this section is to allow you to determine how your site has been previously configured. Custom fields may be configured as text fields, text areas, menu fields, radio buttons, dates, or integers. The types of custom fields utilized in eservice Center are listed below: Incident: Incident custom fields are associated with incidents in the Incident Console. These fields may be visible from the end-user pages so that customers submitting assistance requests are requested to provide pertinent information. Customer: Customer custom fields track information related to each individual customer listed at the Customer Console. These fields may be enabled on the enduser pages for use when a customer creates an account or on the My Stuff Profiles page. Company: Company custom fields track information by company association at the Customer Console. Depending on your site s configuration, individual end-users may or may not be associated to specific companies. Answer: Answer custom fields are used with answers at the Answer Console. Each custom field may be enabled for visibility on the end-user pages when viewing an individual answer. April 2003 15
Exercises Custom Fields: The purpose of answering the questions below is to gain information regarding the custom fields. a. From the Management and Configuration page, click Incidents. How many incident custom fields are listed? Click Edit next to one of the fields listed. The Data Type specifies the type of field, i.e. Menu or Text. For information on configuring custom fields, refer to chapter 6, Custom Fields, in the 5.5 Administration Manual. What type of field is configured? Is the field required? Which visibility settings are enabled? Click Cancel to return to the list of incident custom fields. b. Click the Management and Configuration icon in the navigation bar. Click Customers. How many customer custom fields are listed? What types of fields are configured? (Use the Edit button to view the configuration) Which fields are required? Which visibility settings are enabled? Click Cancel to return to the list of customer custom fields. c. Click the Management and Configuration icon in the navigation bar. Click Company. How many company custom fields are listed? What types of fields are configured? (Use the Edit button to view the configuration) Which fields are required? Which visibility settings are enabled? Click Cancel to return to the list of company custom fields. d. Click the Management and Configuration icon in the navigation bar. Click Answers. 16 April 2003 How many Answer custom fields are listed? What types of fields are configured? (Use the Edit button to view the configuration) Which fields are required? Which visibility settings are enabled? Click Cancel to return to the list of incident custom fields.
Incident Console Manual Reference: 5.5 Customer Service Manual, chapter 4, Incident Console. The Incident Console allows staff members to respond to questions submitted from your site visitors and customers. The view you see when first clicking the Incident Console icon may be customized specifically for your needs. For more information on this, please refer to the Views at Each Console section of this document. Each incident has both a status and status type associated with it. The status type lets you know if the incident has been resolved. Possible values for the status type are: Solved, Unresolved, or Waiting. Waiting means that a response has recently been sent to the customer, but you have not heard if the incident is actually solved. The status provides more detailed information regarding the incident. Default values are: Solved, Unresolved, Updated, Waiting. The Updated status indicates that the customer has updated this incident from their initial submittal, for example, in response to information sent by your staff member. April 2003 17
Exercises Incident Console: a. Go to the Incident Console. At the Incident Console, which fields are listed as pull-down menus at the top of the page? Which fields are included in the bottom part of the page where the incidents are listed? How many incidents are listed? b. Practice searching for different groups of incidents. For example, change the menu values at the top of the page to search for all incidents assigned to a specific staff member or group. Search for all unresolved incidents. How many unresolved incidents are there? How many solved incidents? How many waiting? How many incidents are assigned to different groups or staff members? c. Click the summary text for one of the incidents listed. This brings up the Incident Details page. What is the status of the incident? Who is the incident assigned to? When was the incident last updated or responded to? Click the Incident Console icon to return to the main view. d. Search for the test incident you submitted from the Ask a Question page. Enter the reference number in the Ref. # text box and click Display to view the Incident Details page. e. In the Additional Information section, which incident custom fields listed? 18 April 2003
Customer Console Manual Reference: 5.5 Customer Service Manual, chapter 8, Customer Console. The Customer Console lists customers who have accounts and may submit assistance requests to your site. The specific information regarding each customer depends on how your site is configured. The view you see when first clicking the Customer Console icon may be customized specifically for your needs. For more information on this, please refer to the Views at Each Console section of this document. Customers may or may not be associated with companies, depending on the nature of your customer base. Additional information regarding customers and companies are captured using customer and/or company custom fields. Exercises Customer Console: The purpose of answering the questions below is to gain general information regarding your site s customer records. a. Go to the Customer Console. At the Customer Console, which fields are included as pull-down menus at the top of the page? Which fields are included in the bottom part of the page where the customer records are listed? The Text Field menu allows you to search for customer records by certain fields. Which fields are listed in the Text Field drop-down menu? April 2003 19
b. Practice searching for different groups of customers. For example, select E-mail Address from the Text Field menu, enter your e-mail address and click Select. This should bring up your own customer record, which either already existed as a customer record or was created when you submitted a test incident from the enduser pages. How many customer records are there? What fields can you search by? c. Using the Select Action drop-down menu, select Display Customers for one of the customers listed. This brings up the Customer Details page. What customer information is available? Is company information also listed? Click the Customer Console icon to return to the main view. 20 April 2003
Answer Console Manual Reference: 5.5 Administration Manual, chapter 8, Answer Console. The Answer Console allows access to both the answers that are published to your end-user pages and any private or proposed answers that have not yet been published. As with the Incident and Customer Consoles, the view you see when first clicking the Answer Console icon may be customized specifically for your needs. For more information on this, please refer to the Views at Each Console section of this document. Two features listed in the Customizable Menus section of the Management and Configuration page directly affect the Answer Console. Answer Statuses allow you to create custom statuses to better manage and classify the answers in your knowledgebase. Each custom answer status you create may be configured to be either a private or public status types. Only answers assigned to a public status type may be published to the enduser pages. Answer Access levels are used primarily with the privileged access feature and also if your site has multiple interfaces. You may allow answers assigned to a custom access level to be visible from one interface without being visible to all interfaces. In order for an answer to be published to the end-user pages, an answer must meet several criteria: 1. The product and category that the answer is assigned must be visible to the enduser pages for the interface. 2. The answer status must be a public status type. 3. The visibility of the answer access must be enabled for the interface. 4. The answer must be assigned to the appropriate language used for the interface. April 2003 21
In addition, depending on the configuration of your site, you may have the meta-answers feature enabled at the Answer Console. Meta-answers are used primarily if you have privileged access enabled or if your site has multiple interfaces that use different languages, for example, your site has both a German and English interface. Meta-answers allow you to group similar answers within a meta-answer so that you can manage the overall content of your site. For example, if your site has both German and English interfaces, you may assign the German and English version of each answer to the same meta-answer so that you can more easily find the related content. Exercises Answer Console: The purpose of answering the questions below is to gain general information regarding the contents and usage of your Answer Console. a. From the Management and Configuration page, click Answer Statuses. You will see four default statuses listed (Private, Proposed, Public, and Review) along with any custom statuses previously configured. The Edit button allows you to change the name of the status and the status type. How many statuses are listed? Do you have any custom statuses listed? Which statuses have a Public status Type? b. From the Management and Configuration page, click Answer Access. You will see two default access levels (Help and Everyone) along with any custom access levels previously configured. The Edit button allows you to change the name and visibility of the access level. How many access levels are listed? Do you have any custom access levels defined? Click Edit next to Everyone. By default, the visibility is enabled for all interfaces listed. Is this the case with your site? If you have a custom access listed, click Edit next to one of the custom access levels. Is that access level visible on the end-user pages for any of the interfaces listed? Which interfaces? 22 April 2003
c. Next, click the Answer Console icon. At the Answer Console, which fields are included as drop-down menus at the top of the page? Does your site have meta-answers enabled? The way to tell is by the Add New Answer or New Meta-Answer button located on the right-hand side of the console. Which fields are included in the bottom part of the page where the individual answers or meta-answers are listed? The Text Field menu allows you to search for answers by certain fields. Which fields are listed in the Text Field drop-down menu? d. Practice searching for different groups of answers. For example, search for all the Public and Proposed answers.. How many answers are in the Answer Console? How many public answers are in the Answer Console? How many private answers are in the Answer Console? e. Double click on one of the answers listed. Note: If meta-answers are enabled, you may need to double-click on the meta-answer and then double-click on the individual answer listed within the meta-answer. What are the status and access level for the answer? What information is contained in the summary, question, and answer fields? Which products and categories is the answer assigned to? What other custom answer fields are displayed? Click Cancel to return to the list of answers. April 2003 23
Live Console Manual Reference: 5.5 Administration Manual, chapter 17, RightNow Live and 5.5 Customer Service Manual, chapter 7, RightNow Live. Note: If the Live Console icon does not appear on the navigation bar when using the administration pages, your site is not using RightNow Live. RightNow Live is a chargeable item and is billed in addition to eservice Center. The Live Console lists the available agents who are logged in to receive chats and how many active and idle sessions are available for each agent. In addition, customers who have requested chat sessions, but are still waiting for an available agent are listed in the User Queue along with the length of time they have been waiting. 24 April 2003
Exercises RightNow Live: The purpose of answering the questions below is to gain general information regarding your site s use of RightNow Live. a. Determine which staff members can log in as Live agents. Review the profiles configured for your staff members to determine which profiles have the Live options enabled: Phone, Chat, or Monitor. From the Management and Configuration page, click Profiles. Click Edit next to the profile name and check the Live options. If options are enabled, note which staff members are listed in the Profile Members section. Click Cancel. How many profiles have the Live options enabled? How many staff members can log in to support chat sessions? b. Determine which information is requested from customers when they initiate a chat session. From your end-user pages, click the Live Assistance link or tab. The e-mail address and first and last names are included by default. What, if any, additional fields are listed. If your site has RightNow Live enabled, please work with your staff members who are Live agents to determine how RightNow Live is used specifically within your company. April 2003 25
Views at each Console Manual Reference: 5.5 Administration Manual, chapter 9, Creating Views. The Views table on the Management and Configuration page allows staff members to customize and control the display of information on end-user pages and at the administrative consoles. When creating or editing a view, you may customize the components listed below: Selection Criteria: The selection criteria specify which drop-down menus are displayed at the top of the view. You may also specify default values for menus so that when the page first loads, items are restricted to those default values. Fields listed in the Order box are included in the view. Search Criteria: Fields listed in the Order box in the Search Criteria section are included in the Search By drop-down menu in the view. Display Format: The fields listed in the Order box in the Display Format section are displayed as columns in the view specified. This allows you to display additional information at the console or end-user page. You may also sort the displayed items based on field values, i.e. when incidents were last updated. Group By Criteria: The Group By feature allows you to define drill-down levels to access specific groupings of items. For example, if your view at the Answer Console includes Status as a field to group answers, the initial view will display the different status values. You can then click on the status value to drill down to the list of individual answers assigned to that status. The Group By Criteria is included for both the administrative views and the end-user Search page view. 26 April 2003
Exercises Console Views: The purpose of answering the questions below is to gain general information regarding views already configured for your eservice Center application. a. From the Management and Configuration page, click Administration in the Views heading. How many different views are listed for the Incident Console? How many views are listed for the Customer Console? How many views are listed for the Answer Console? b. Click Edit next to one of the views. Is the view visible to other staff members? Which fields are included in the Order box of the Selection Criteria section? Which fields are listed in the Order box for the Search Criteria Section? Which fields are listed in the Display Format section? Are any fields listed in the right-hand box in the Group By Criteria section? c. In another browser, go to the console for the view you opened in step b above, that is, the Incident, Customer, or Answer Console. Do the menus displayed at the top of the view match the fields listed in the Selection Criteria section for the view? For the display of items, do the columns of information match the fields listed in the Display Format section? April 2003 27
Workflow and Escalation Rules Manual Reference: 5.5 Administration Manual, chapter 13, Business Rules Management and Appendices A and B. Workflow and escalation rules allow you to configure eservice Center to route or assign incidents automatically based on criteria you specify. Workflow rules allow you to route new assistance requests to specific groups or staff members based on information provided with the request. You may also append standard responses to incidents submitted or set product, category, or custom field values when a new incident meets specific criteria defined in the rule. Escalation rules allow you to manage existing, unresolved incidents based on criteria you specify and a time period you configure. You may choose to reassign unresolved incidents to another staff member, such as a group lead, or you may choose to notify specific staff members if an unresolved incident meets specific criteria and after the time specified in the rule has passed. Note: Workflow rules apply only to new, incoming incidents at the Incident Console. Workflow rules do not apply to already existing incidents in you Incident Console. Escalation rules apply to existing, unresolved incidents. Escalation rules do not apply to solved incidents. 28 April 2003
Exercises for Workflow Rules: The purpose of answering the questions below is to gain a general understanding of how workflow rules are configured for your site. a. From the Management and Configuration page, click Workflow Rules. How many workflow rules are listed? How are they named? What information can you get from the names? How are the workflow rules ordered? The order of the workflow rules is very important in determining how new incidents get routed. b. Using the Select Action drop-down menu, select Edit next to one of your workflow rules. What is the Incident Source for this rule? Only incidents created from the source specified may be handled by this rule. For example, if the incident source is Ask a Question, incidents created from e-mail sent to a mailbox cannot be routed or acted upon based on this workflow rule. Are there additional criteria specified in the If part of the workflow rule? What actions are listed in the Then section of the workflow rule? Does the incident get routed to a specific staff member or staff group? When finished reviewing this rule, click Cancel. c. Review other workflow rules in your list using the steps above. How many workflow rules apply to incidents submitted through the Ask a Question page? How many apply to incidents created from e-mail submittals? After reviewing your workflow rules, does the order of the rules make sense to you? Which rules are at the top of the list? How do these incidents get routed? d. Go to the Incident Console and select Transactions from the Select Action dropdown menu next to an incident. Do any of the transactions indicate that a workflow rule routed the incident? If so, which workflow rule affected the incident? April 2003 29
Exercises for Escalation Rules: The purpose of answering the questions below is to gain general understanding of escalation rules configured for your site. a. From the Management and Configuration page, click Escalation Rules. How many escalation rules are listed? How are they named? What information can you get from the names? How are the escalation rules ordered? b. Using the Select Action drop-down menu, select Edit next to one of your escalation rules. What additional criteria are specified in the If part of the escalation rule? What actions are listed in the Then section of the escalation rule? Does the incident get routed to a specific staff member? Do certain staff members get notified when the incident is escalated? What conditions are listed in the When section of the rule? When finished reviewing this rule, click Cancel. c. Review other escalation rules in your list using the steps above. After reviewing your escalation rules, does the order of the rules make sense to you? Which rules are at the top of the list? How do these rules affect incidents? d. Go to the Incident Console and view all the unresolved incidents in your console. Are any of the incidents displayed in a different color? This means that the incident has been escalated. If so, select Transactions from the Select Action drop-down menu next to an incident. Do any of the transactions indicate that an escalation rule affected the incident? If so, which escalation rule? 30 April 2003
Configuration Editor Manual Reference: 5.5 Reference Manual, chapter 2, Configuration Settings, chapter 3, Message Bases, and chapter 4, File Manager. The Configuration Editor allows staff members to enable and disable features for each interface and to customize text and the overall display of the interface. The Configuration Editor allows you to have much more control regarding the specific features and customization utilized for your application. The purpose of this section is to describe the components of the Configuration Editor and to gain familiarity with these features. Do not change the values of settings or edit files during the exercises provided. The Configuration Editor consists of several components listed below: Settings: eservice Center includes several configuration settings that may be edited to specify certain information or to enable and disable particular features. The log file allows you to view which changes have been made to the settings historically and by whom. For more information on the configuration settings in eservice Center, refer to the 5.5 Reference Manual, chapter 2, Configuration Settings. Wizard: The configuration wizard is designed for use when initially installing eservice Center. You may use the wizard to answer a series of questions and, based on your answers, several configuration settings are automatically set. April 2003 31
Message Bases: In eservice Center, message bases are the text strings used throughout the application, including text displayed on the administration and enduser pages and text in the e-mail messages sent by eservice Center. For more information on message bases, refer to the 5.5 Reference Manual, chapter 3, Message Bases. File Manager: The File Manager allows you to access files used to customize your site s end-user pages. For more information on the File Manager in eservice Center, refer to the 5.5 Reference Manual, chapter 4, File Manager. The configuration settings and message bases are grouped by their usage within eservice Center, including whether the feature or text affects the user interface, reports, or is more common to the overall application. Each interface has its own configuration editor so that text and features may be customized for interfaces separately. Available interfaces are listed in the upper, left corner of the screen. 32 April 2003
Exercises Configuration Editor: The purpose of these exercises is to gain familiarity with navigating in the Configuration Editor and viewing the features included. a. From the Management and Configuration page, click Settings. You will see the screen on the previous page. In the right-hand frame, click RNW User Interface. Click on the heading bar that says End User Interface. Each configuration setting under that heading will be listed in the right-hand frame along with the description of that setting. In the left-hand frame, click on the SHP_ENABLED configuration setting. Is this setting enabled? If the Yes radio button is selected, then the Support Home Page is enabled for your site. Check the configuration settings listed below to determine which of these features are enabled for your site. Do not change the values for any of the settings listed below. SHP_ANNOUNCEMENTS: Enables the announcements box on the Support Home page. ASK_ENABLED: Enables the Ask a Question page on your end-user pages. ANS_ENABLED: Enables the Find Answers page on your end-user pages. ANS_PRV_ENABLED: Enables privileged access for your site (which also enables meta-answers at the Answer Console. ADP_PRODUCT and ADP_CATEGORY: Enables the display of the product and category fields when viewing an answer from the end-user pages. MYQ_ENABLED: If enabled, allows your site visitor to view the questions they have submitted through their site. IDP_PRODUCT and IDP_CATEGORY: Enables the display of the product and category fields when viewing an incident at the Incident Console. To exit this area, click Cancel and Exit. April 2003 33
b. From the Management and Configuration page, click Message Bases or from the Configuration Editor, click the Message Bases tab. Similar to the exercises for the configuration settings, in the right-hand frame click RightNow Web. Note that with message bases, there is a Category drop-down menu in the upper, left corner that allows you to select a general type of message base. You may always select Entire File from the Category menu to see all message bases listed. Select End User General from the Category menu and click the Tab Labels heading. In the right-hand frame, you will see a brief description of the message base and the default text used for the message base. Check the message bases used for your interface. Click on each of the message bases listed below. What text is entered in the Message field? Have any of these message bases been edited from the default text listed in the Description box? ANSWERS_HDG: This specifies the text used on the Answer tab on the end-user pages. MY_STUFF_HDG: This specifies the text of the My Stuff tab on the end-user pages. SHP_TITLE_HDG: This specifies the title used on the Support Home page. FIND_ANS_MSG: This specifies the text displayed on the Support Home page for the Find Answers link. Select End User E-mail from the Category menu. These message bases are used to customize the text used in e-mail messages sent to customers in response to assistance requests. The headings correspond to the E-mail messages listed in the E-mail Messages table accessed from the Management and Configuration page. Click the Incident Closed heading and review the descriptions of the message bases listed. To exit the message bases area, click Cancel and Exit. c. From the Management and Configuration page, click File Manager or from the Configuration Editor, click the File Manager tab. View the menu items listed for the Switch to menu. For descriptions of the files in the File Manager, refer to the 5.5 Reference Manual, chapter 4, File Manager. Click Return to exit the File Manager. 34 April 2003
Reports and Report Subscriptions Manual Reference: 5.5 Reference Manual, chapter 1, Reports. RightNow eservice Center includes several standard reports and the ability to create custom reports to address specific reporting needs. Chapter 1 of the 5.5 Reference Manual provides examples and descriptions of all standard reports in eservice Center. When you first click the Reports icon, you will see the Service Summary Input Parameters page used to generate the Service Summary report. The Report menu field in the lower-left corner of the screen allows you to select different standard reports or to configure custom reports. When configuring custom reports, you may enable the Public check box to allow other staff members access to the report using the Public drop-down menu on the Custom Reports page. If the Public box is not enabled, no other staff members can generate your custom report when logged in to the administrative pages and the report is listed in the Private drop-down menu. April 2003 35
Report subscriptions allow you to specify a regular frequency at which standard or custom reports are sent to specific individuals or groups. Reports are sent via e-mail to recipients at the frequency configured in the subscription. The report may be sent as at attachment to the e-mail or with a link included in the e-mail to generate the report. Report subscriptions may also be public or private. Public subscriptions are accessible by other staff members, who may modify the subscription as necessary, for example, to add or remove themselves from the subscription. Private subscriptions may be sent to other staff members, however, only you will be able to modify the subscription itself. Note: The Reports Console and Reports Subscription pages include an online help and reference feature. Click the Help button to learn more about specific reports and features regarding reports and subscriptions. 36 April 2003