Hi there,

 

A number of our internal staff and people I met at the APAC Summit indicated that at times RN is running very slow. As the data volume and user activities both continue to increase exponentially, I suggest RightNow to set up a server for APAC customers in close proximity. This will especially benefit clients in Australia, New Zealand, Singapore and Malaysia by providing better speed and performance. Today's customers don't have the patience to wait for screen to load after 30+ second, and productivity gain can be significant. As for RightNow, having a dedicated server for APAC customers in the region can serve as a huge sales booster, if marketed well. It shows your dedication to exceptional customer experience by addressing ever-increasing need of your customer base.

 

I hope to see our data packets travel less distance and help load screens quicker in 2010. In the age of social Web, speed of Web applications is more important than ever. Thanks RN for looking into this idea (in advance!)  

 

 

     

As the number of RN customers and the richness of RightNow CX features both continue to grow, I propose RightNow to develop professional certification tracks for individuals to enhance existing RightNow education and training. (e,g, RN Certified Power User, Consultant, Developer, Trainer) Some of the existing online tutorials coupled with quiz and assessment at the end can easily be used for the "Power User" track. Once the momentum is built, other more professional tracks can be rolled out incrementally.

  

This has double benefits - users gain professional credentials that are recognised in RN communities. At the same time, RN can more effectively segment their customers based on their RN expertise, level of knowledge, and professional skills. This also provides RN a more powerful recruitment and skill development framework for new and existing employees and partnering consultants in the future.

 

Similar certification tracks exist for Oracle/Siebel and Microsoft CRM. But let's do it creatively. A whole new way of training (mostly online in social networking settings) and certification with cool new names that are unique to RightNow, as we rid the world of bad experiences together.  

Hi all,

 

Following our APAC summit, we are going to re-vamp our CRM Cabinet to CX Cabinet, shifting the focus from operational CRM excellence to story-telling style customer experience excellence presentations from all departments each month (how they used RN CX solutions to enrich customers in that month). 

 

At the APAC summit in Gold Coast, all attendees were given the RightNow CX superman with the new mission "Rid the World of Bad Experiences" written on his wings (I am sure the same in Americas and Europe). We would like RightNow to mount a slightly bigger version of this with our organisation name (Compassion Australia) on the base and another line that reads "Customer Experience Evangelist of the Month Award". We will then give this award to the best CX practice owner each month during our CX Cabinet meetings, and the trophy has the potential to travel across many departments over time, both promoting RightNow's new vision and our newfound commitment to exceptional customer experience. This will also serve as a strategic shift from traditional CRM to new CX initiatives within customer communities.

 

By the way, the RN calendar with our names shown in all pictures were an excellent example of personalised touch that can enrich customer experience at the summit. Thanks RN for your exceptional commitment to great customer experiences!

 

 

I get around 10 feature requests a year from my customers asking for our support (RNT) chat to notify them when they are connected to an agent. A sound, blinking taskbar, force to top, anything. I believe the first time I submitted this feature request was sometime in 2003 when I was doing RNT Administration for a different Org. I have since submitted a similar FR with every upgrade.

 

This post is to backup those feature requests, and convey the sense of urgency around this very common chat feature. Imagine being a customer, and the extreme frustration you would feel after the second or third time this happened. It really is maddening. Please consider adding a customer notification of some kind to chat.

 

Thanks.

For knowledgebase articles it is not uncommon to put images or even video on specific answers. Most of the articles we use have iamges associated to them. I think it would be great to have a document library specificly for images and/or videos that are displayed in KB Articles. In our industry, it isn't uncommon for our web site to be updated. When this happens, images need to be updated so the images are current and relevant. Many times, we'll get messages interally say "theres an out dated image on article... " Having a dedicated media library would help manage this workload.

 

In RightNow, there is already a library for uploading images used for the Analytics Console, I image this would be something similar to that.

 

A media library would allow all the images or video used to be hosted on the same server the KB articles are hosted and managed in the same tool. If hosting images is too much space, maybe this library could just capture the source ofthe image and generate a virtual library, displaying the URL where the image is actually hosted.

 

I imagine that a media library would have document control (who is allowed to upload files) and version control, so if an image is updated, it can replace the old file but there would still be access to all previous versions (like subversion or even sharepoint document libraries).

 

When an image is added to a KB article, the Media Library updates that item and records all articles that the image is displayed.

Dear RNT Team,

 

In 7.X, we had the opportunity to use the very handy RN database schema and relationships tool. 

 

http://community.rightnow.com/customer/documentation/7.x/supplemental/schema/schema.html

http://community.rightnow.com/customer/documentation/7.x/supplemental/70_crm_ERD.pdf

 

This has been replaced by the 8.X In-tool Data Dictionary. Although it is great to have such functionality embedded in the RN application, it is currently limited in its functionalities as we cannot see the big picture and the different relationships. So it often isn't enough for developers who need to understand the relationships between the different tables.

 

It would be nice to have either a higher level of detail within the data dictionary (as in the posted links above) or to offer this information through the documentation area of RN.

 

Or even better, it would be nice to have the same level of interactivity as in the data dictionary but on a schema level. So we would see the PDF schema (see link above), click on an table item which then highlights the related tables and displays more details.

 

Thanks in advance for considering such a feature.

 

Kind regards,

Karim Michael Hambach
TomTom Sales BV - Amsterdam

 

For Answers, having a "Quick Stats" tab that lists date created, date last updated, Last Access date, total hits, ranking, feedback, # of incidents avoided and links to incidents solved would be a terrific help in evaluating the state of that Answer. 

 

Example evaluation uses:

• An Answer on an older product that hasn't been accessed in over 30 days, but has a high positive feedback and # of incidents solved in the past, may be worth keeping instead of archiving.
• An Answer that is 7 days old and has a high hit rate, several links to solved incidents, but low feedback and incident avoidance, needs to be rewritten or simplified for a lower technical audience.

 

This would be a powerful reference tool when combined with a Review On date.  Since the Review On date pre-selects answers for review, all the stats you need for evaluation are right there without having to generate reports separately.

Incident->Message->Send on Save.

 

When the Send on Save is marked on an incident and there is no e-mail address for the primary contact no error or warning occur.

Like to have a warning/error or possiblity to make a rule in the workspace.

Note: Not all of our contacts have a e-mail address due to import from a external system.

 

Best regards,

Chris van Es.

Bang & Olufsen.

Would you like to see RightNow offer a standards-based web services integration capabilities based on W3C standards of SOAP and WSDL?

 

What requirements input do you have for use of a SOAP API?

 

What versions of SOAP and WSDL do you use?

 

What additional web services standards (W3C,WS-I,OASIS) are important to you?

 

Is WS-I compliance important to you?

Does anyone see the benefit for giving the agent the ability to send a reply back to the contact with HTML formatting instead of plain text? Personally I'd like to use bold, italics, bulleted/numbered lists, and other types of formatting commonly found in an email client. I would even go one step further and allow for inline images to be dropped in, much like the functionality here within the Lithium forum.

We would like to have the ability the require Products / Categories when creating and editing Answers (KBs) whether this is an option from the Answer Workspace Designer or as an option when setting up Products and Categories. While the message that is displayed when the Answer Status equals Public is beneficial it still allows the staff member to cancel out of this and still save the KB with no Product or Category, which then causes issues with searching on the End User pages. We would like to avoid the additional incidents that are being submitted due to this issue.

Currently, RN does not give us an option to specify logging levels in Audit Log.

 

It would be much more useful if the admins can specify which field(s) changes to log in the workspace designer. They are then shown in "What" section. (e.g. status changed from "In Progress" to "On Hold" in Incident). Currently we only see simple details in "What" section (e.g. Edited, Changed Status, Assigned etc). In many cases, business requirements demand more detailed level of logging on certain fields.

 

I suggest that RN provides the funtionality for admins to specify fields to be audited (to x number of fields maximum). The x  limit ensures that the log does not become too massive and we have control of monitoring only the fields we require.

 

Thanks in advance for looking into this,

New functionality allows RightNow to lock the account of a user who has been idle for a certain amount of thime.  This does not log them out of the system, but requires the user to enter their password again to continue.

 

We are aware of some users who lock their desktops at the end of the day and go home, leaving all applications logged in.  This uses a valuable concurrent log in slot...

At present there is no log for administrators changes(who, when, description of changes such as:

- changes to staff accounts(who created, who edited)

-rule logs changes(when changes were made , by who, what changes)

-Custom Fields(who created, when)

It is good to have this

This idea has been around for awhile and I'm guessing we'll get closer to it now that CP is emerging. When discussing it with RightNow we refer to it as "dynamic forms". Think of it this way... you're at the Ask a Question page and the first field at the top is the product (or category). Based on the product that's selected the entire form can change. You can literally custom capture unique incident information based on that product. For instance, let's say you're an IT help desk and your topics (products) include Hardware, Software, Networking Issues, Email, etc. If the end-user selects Hardware then the form changes and includes fields about the type of peripheral device, serial number, warranty info, etc. If it's a software issue then the form contains fields about the software title, version, license number, etc. Networking Issues may include questions/fields about connection speed, type, firewall enabled, etc. There are endless uses for this type of functionality especially when you factor in what you could do with the analytics behind it.

 

Again, I'm hoping we're closer to seeing this feature within CP but that would be under the caveat that it's generally available and can be configured via a menu system rather than having to dive in and massage the code.

A discussion on this feature has developed in the forum. 

 

The initial description is:

if a incident was submitted and the user decided to submit another incident about the same problem.  I would like to be able to merge the incidents that submitted for the same problem.

 

Shawn

 Additional comments have been received independently around incident linking.  Incident linking is where incidents from multiple users are selected and a single response will be sent to all the users and the incidents are linking also for reporting purposes.

 

I would like to gather feedback on additional or prefered use cases, features not discussed above, and also relative prioritization of this against other items in the Idea Lab.

 

Thanks!

 

Doug

Currently, when an incident is being edited,  it is not locked.

 

Suggest:

Lock incidents when being edited, so that other users are unable to edit till current editing is completed and saved.

It seems 4 releases per year is a bit agressive in rooting out all bugs associated with a release.  I would suggest reducing the number and doing more regression and QA testings between versions.

 

 

With all these new 'ideas' for improvements and changes coming out, I want to make sure that RightNow's employees know that the RightNow customer base appreciates all of the hard work that goes into even the smallest update/tweak/fix.  The product is already a great solution which has made many of our lives easier, and has and will continue to improve our relationships with our customers.

 

So, to make sure this doesn't get lost in the mix, "Keep up the good work - you're appreciated!".

 

~Chris