Power Users
Presentations
Advanced Customer Portal – Syndicated Widgets
This session will provide a developer, designer, or marketing manager with an in-depth look at the Customer Portal Syndicated Widgets (Knowledge Syndication and Proactive Chat). The tag gallery and widget attributes will be reviewed and discussed. We will also, show how each of these widgets can be styled through CSS. We will spend some time on the Events that are supported in these widgets as well as covering the Proactive Chat API. Lastly, we will walk through a use case to demonstrate the features and capabilities.
Advanced Knowledge Base
This session will focus on advanced knowledge base concepts and address complex business processes. We will look at multiple interfaces and discuss why you have them and what issues they present. We will touch upon sites using multiple languages and how to maintain updates across your knowledge base, keyword, and site analysis, and topics ranging from usage of products and categories, visibility settings, along with handling sibling answers with ease.
Advanced Analytics
This session will focus on advanced topics and features in RightNow Analytics. Specifically, you’ll learn about the new Report Linking feature and how you can utilize that feature to build complex reports and reduce your report maintenance overhead. You’ll also gain a better understanding of the performance implications of your report designs, especially as they relate to operational/reporting databases and queued reports. Finally, you’ll learn about new display options that allow you to further customize the behavior of your reports and how they integrate with RightNow CRM. Each topic will contain one or more examples and will reinforce your understanding of such core analytics concepts as column and filter expressions, table joins, and drilldowns.
Customer Portal – The Science of WSS Design
During this presentation we will share with you the customer research that has gone into Nov ’09 page set re-design and present a Human-Centered Design (HCD) process to follow during customization. Research covered includes customer interviews, usability testing, eye-tracking, and accessibility.
Agent Desktop – Designing for Productivity
Poor interaction design in the agent desktop can interfere with productivity, first contact resolution, and customer satisfaction scores. During this presentation we will present several available Human Factors methods which can be applied to benchmark and identify areas for improvement, along with several RightNow features which can be used to implement the changes. Topics covered include task analysis and redesign, efficiency analyses, and the dynamic agent desktop.
Patterns for RightNow Data Integration
RightNow Connect provides a set of Application Programming Interfaces (API) which allow for seamless integration with RightNow. This advanced session will provide an overview of integration patterns and enabling technology. Different integration APIs and technology will be explored with an emphasis on utilizing RightNow Connect for data integration. Expect to gain a high-level understanding of different integration patterns and technologies to solve business integration needs.
Agent Desktop – Workflow
During this breakout we will examine the features of the Dynamic Agent Desktop, including Workspaces, Contextual Workspaces, Guided Assistance, Agent Scripting, Desktop Add-ins, and the new Graphical Desktop Workflow feature. These features will be explained, compared, then combined to create the ultimate agent desktop to optimize agent effectiveness and efficiency.
RightNow Desktop Add-In Framework - Extending the Reach of the RightNow Agent Desktop
Learn how the RightNow Desktop Add-In Framework can be leveraged to seamlessly incorporate the RightNow agent desktop as an integral part of business processes through automation, integration, and extension. Through the use of sample business use cases, this session will provide an overview of the features and benefits of the RightNow Connect Desktop Integration (.NET) API. This API provides the ability for businesses to build and deploy custom extensions and integrations that provide additional functionality inside the RightNow agent desktop.
