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RightNow Customer Forum :
Solution Discussion :
General Product Discussion :
Re: Advice before deploying multiple interfaces, KB, and upgrading in same 4 month window?
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Advice before deploying multiple interfaces, KB, and upgrading in same 4 month window?
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NoahMiles
Innovator
Posts: 3
Message 1 of 3
Viewed 361 times
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My project load has exploded in the last month, and between now and February 2010, I have to do the following: 1. Deploy a new interface for a new product, including PTA from our software to RN. This will be the first time we jump into the multiple interface world. 2. Deploy a KB for our existing interface AND our new interface. We are using Service for incidents (have been for about 15 months), but not for KB. 3. Oh yeah, and upgrade our system to the Nov 09 or Feb 10 release since we are on Feb 08 and have to upgrade by Feb 10 or we lose support. Item 1 is due in 4 weeks, so I can't move it after 2 or 3. Item 2 is on everyone's radar as super-urgent-do-it-immediately, so I can't do it after 3. I've done tons of research on each of these independently, but when I look at doing all of these at once, I get a little bit of heartburn. There will be some overlap - that is unavoidable. If there is anyone out there that has done anything even remotely close to this, please let me know if you have any thoughts on how to successfully do this. I am already up against the law of incompressability (9 women can't make a baby in a month); there simply is no way to do it any faster regardless of how many resources you throw at this. I don't mean to sound like a control freak here, but I feel like I have to be deep into the details on all of these and that sharing the configuration responsibilities is extremly risky. I just need to know if there are others out there dealing with complex deployments that have suggestions on how to make this run smoothly without imploding. Thanks! Noah
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09-15-2009 02:58 PM
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Re: Advice before deploying multiple interfaces, KB, and upgrading in same 4 month window?
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twright
New Contributor
Posts: 5
Message 2 of 3
Viewed 336 times
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Noah, Thanks for the post. As noted in our conversation on the phone this morning, we will be including some coaching time for you and your team as you move through this KB creation and interface deployment process. Typically when we deploy a new KB we will seed it with a small amount of articles that you feel will address the bulk of your customer's needs. Over time we will work with you to analyze how your customers interact with the KB and adjust from there.
Tom Wright - Senior Solutions Consultant - RightNow Technologies
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09-16-2009 01:15 PM
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Re: Advice before deploying multiple interfaces, KB, and upgrading in same 4 month window?
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Chele
Regular Contributor
Posts: 52
Message 3 of 3
Viewed 115 times
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Wow! I feel like you just described my life over the past couple years. We've gone from one interface to 17 of them. Everything is always competing for the top of my list at once. We have gone through much trial and error to get a process that works. With each new interface we make changes based on what we have learned. Here is how I would approach your tasks with reasons why I would take that approach: 1. I would do #3 the upgrade first. I say this because I'm making the assumption that you are using the classic page set for your enduser page. This particular page set tends to transfer well during the upgrades (compared to Nov '07. I haven't experienced CP yet.). Your new interface will likely come with customer portal unless you are getting the existing interface cloned. We've had many of our interfaces cloned to save on immediate set up time. Also, I've never done PTA, but I would be concerned that changes across the different versions might break some of your coding. My thought here is that upgrading first may reduce the amount of time spent preparing and fixing things before and after the upgrade. I'm usually given two weeks to pull off an upgrade. Not really enough time, but I'll take what I can get. 2. Once the upgrade is complete, begin configurations on the new interface. 3. Do you have others who can help with KB content production and basic data entry? I have created a list of basic guidelines and a Word document template for content generation. Our subject matter experts enter data in the template. Completed documents are stored out on a network drive. Our data entry person grabs new/updated documents and enters them correctly into the answer bank (as in "paste as text" not just paste). You would be able to do a final check off on the answers, checking the entry format, before going public. Maybe this wouldn't work so well in your circumstances. I would be happy to share my template and basic guidelines with you. Also, If you would like to discuss in more detail over the phone I could do that . Send me a PM if you would like. Michelle
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10-29-2009 01:52 PM
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