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!)  

 

 

     

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.

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.

The Knowledge Syndication Widget - aka keyword search widget returns a list of links to 'external' pages.

 

What I propose is to make a widget that displays the 'body content' of an answer inpage.

 

Use case:

Driven by a URL query string parameter or JavaScript onload() which can force the state of a widget to pull specific answer content inpage.

 

With permission Playstation could embed content branded by and attributed to EA , Activision or UbiSoft etc, regarding a software title to provide a user with expert knowledge in the place they need it. 

 

Consequences:

 

Customer Support Partnerships to provide a unified and seamless service across domains where appropriate.

In the case of Sony Playstation it makes sense to have hardware specific answers hosted by us and disseminated to our partners at EA, Activision, UbiSoft etc and vice versa.

 

This saves on maintenance across the board and limits the user-frustration at being directed to an external site.

 

This means that instead of a multiplicative effect on support cost and a potentially negative value on satisfaction due to inherent confusion and also potentially conflicting information.

 

Some collaboration would be needed to establish lines of responsibility in leveraging subject matter expertise.

Collaborative increase in customer customer satisfaction ecosystem wide.

 

The ability to maintain user's eyeballs even though the partners support sites are feeding branded information with a stock disclaimer.

 

Prevents wasted time fielding the same issue and 'passing the buck' and creating an incident storm and a negative experience.

 

Empowers the social web by allowing for expert, legally approved content to be embedded inpage on a forum or blog rather than just a link.

 

_+_+_+_+_+_+_+_+

 

More than happy to discuss the idea further but I believe it may be possible with a small tweak and referencing the correct database field. Still haven't gone through much widget training other than the limitations of KSW which seemed to say that it was able to do what I needed.

 

Thanks,

Benji

We need to be able to restrict interface access by Org or Contact.  We have 3 (and soon possibly 5) interfaces.  There is no way to keep someone with a log on to one interface from accessing another interface.

 

Scenario:

 

Jon (contact at MegaCorp) can log into interface 1, ask questions and view Answers.  He can also log into the Consulting only interface 2 and see things he should not like a custom menu on the Ask A Question page with a list of all of our customer orgs.  He can also log in to the HelpDesk, Interface 3, which is for Employees to communicate with IT.  They could Ask a Question of our Internal IT department which is totally inappropriate.

 

Just want to keep the keep the foxes out of the hen houses and the hens out of the garden.

 

Would like to have an option to allow customers to be able to save their password, like many other eSupport sites allow. 

 

Example: A checkbox that says "Remember my Username and Password?

I really like the announcements area for the enduser pages within CP and we've customized the message box to be used when required. However, since you have to have admin access and use Dreamweaver to update the copy in that text box, it's not ideal for management to make them. If someone accidentally overwrites other files, it could potentially bring down our help site completely.

 

It would be great if there were a way to edit this without needing Admin access to Dreamweaver or other backend files (such as config settings or message bases.) 

 

We'd like to be able to have an equivalent functionality to agent scripting on the end user pages.

 

This would take the form of a "decision-tree" flow to help guide customers/contact users of end user pages to solve problems (e.g. find the answers that they should find based on their actions in the decision tree)

 

I think this would benefit product troubleshooting for other customers

We'd like our authors to be able to highlight an area of the answer and mark it as "toggled", e.g. the answer would collapse, a "+" or other indicator would appear, and the end user could click/toggle the "+" indicator to expand or contract the text.

 

This would allow us to dramatically lower the real estate used by a long article and improve the readibility of these articles.

 

This is how we would implement this in HTML, but this solution is self-reported by authors as "too complicated" (attached)

This is somewhat of an extension to another 'idea' that has been submitted regarding the HTML editor within Answers, but I think it's different enough to have it's own post.

 

Anyway, what I suggest is giving us the ability to add custom code snippets to the left hand menu in the HTML editor, in much the same way as you add a conditional section. These snippets would allow content authors to quickly include common pieces of code, text or perhaps even create templates to ensure consistent styling.

 

For example: Mega Corp likes to include an introduction section at the top of all their answers. This section needs to be formatted consistently across all answers (eg: box with a black border, grey background, red H2 heading and a paragraph of text below). When creating a new Answer, the author simply clicks the 'Intro' code snippet and fills in the heading and paragraph text and they're done!

 

Easy As!

Our users want the ability to come back to the portal and execute a search they may have done previously. I can think of a few use cases where this would be helpful; answer number, model number, error code text or number, or keywords that are not in the normal vocabulary.

 

I’d like to brainstorm some ideas so please leave comments and kudos

 

First Idea – Copy the popular search engine that starts with G and ends with e. Below the search box begin to show previous searches the end-user executed during previous visits. (Not just this session)

 

Second Idea – Actually prompt the user if they want to save the search, or a button for saved search. Then show the saved searches in My stuff where the end-user could execute again. One advantage / disadvantage with a user prompt is we would only save on a users action, but that does add possibilities for things like saving what was searched and possibility the results returned.

 

Third item is really possible features:

-          Yes/No in Mystuff to enable/disable saving search data (some folks don’t like tracking software)

-          Add a drop down containing the saved searches so the user could just select

-          Add a user friendly name to the search

-          Expand on Idea #1 – Let the user select in advanced if the drop down contains my searches or all user searches

In email today if you think someone else needs be included in a discussion you just add them to the CC on the email thread.  We need that functionality in Service.

 

Scenario:

Jon (contact at MegaCorp) has an incident open in Support.  Jon wants to include Jill (MegaCorp System Administrator).  Jon searches through contacts in RNT Support and adds Jill to the incident.  Of course Jon can only add contacts with MegaCorp and then only if Jon can "See incidents for My Org".

 

Kevin (the Account Manager with Software-R-Us) opens the ticket and adds himself as a BCC recipient to the incident.  Of course Kevin (who has only a contact account not a CSR login) can only do this because his org, Software-R-Us, is a hierarchical parent to MegaCorp and is set to "See My Subsidiary Orgs Incidents."

 

Later Jill has done what she can and goes in and removes herself from this incident.

 

I would settle for no BCC just CC. 

Hi everyone,

 

With the proliferation of the latest generation of smart-phones we appear to have reached a point where the power and capabilities of the mobile device are starting to match those of a typical desktop computer. iPhone is a good example. As well as a full feature browser (supporting scripting, AJAX, cookies etc), users have the ability to purchase, download and embed apps onto a desktop workspace. Similar touch-screen devices have appeared from Blackberry and Palm. We expect to see further proliferation in similar technologies from other manufacturers, particularly as operating systems for mobile devices get more powerful and ambitious.

 

So, those of you serving a mobile demographic, what types of support experience would you like to deliver to customers through a mobile device? Are you looking for a support experience delivered through a browser, where a consumer can search for their need through Google, identify an answer delivered through your self-service site and work through the browser in a page-set optimized for a mobile device? Alternatively, would you prefer to be offering your own support App from the mobile desktop - with a set of features and functionality that expands beyond conventional self-service? 

 

There's a third option - a little more revolutionary - where RightNow builds an App of its own - that exposes all hosted public content on any rightnow site - and gives consumers the ability to do a federated search across the entire knowledge set that we host - and for RightNow to act as a broker and distribute assisted service requests coming through that channel to the appropriate customer support organization (the owners of the content).

 

How do you see the maturation of the mobile market impacting your support operations and what are your thoughts on the three options outlined above?

 

 

 

When developing within RNT it is possible for us to use multiple staffs talents. This allows for a team approach but can currently cause confusion if more than one staff member is working on the same item. Saving over the top of another has happened on more than one occassion.

 

It would be nice to have the ability to have a column where you can either Check In or Check Out the item. This would provide 2 great benefits .... the first is that it would lock from any editing by others the item, and secondly the ability to see who was actually working on the item and provide the ability to notify users when completed and or ready for their contribution.

 

I have seen this function in other tools such as Adobe/Macromedia and a couple of CRM's I used when working for a University.

 

Don

It would be nice to change the way the chat monitor is done so when I am trying to read a live chat while one of my reps is working with a customer that the screen does not scroll down to the bottom of chat session.  It becomes kind of annoying each time, when I am monitoring an chat, I come in late into the chat session, and I am trying to read what is going one, but each time the rep or customer sends a message to the chat session it automatically scrolls the screen down to the bottom so you can see the most recent activity.  So then I have to scroll back to where I was just so I can try and see what is going on. 

Would like to have an option for end users to delete incident attachments. Currently customers have to submit a request analysts to delete incident attachments. The attachments can have sensitive data and the customer would like the option to delete.

Add the ability for customers to add or remove widgets on the Support Home page within the Customer Portal ? It would be like what is available on http://dropthings.omaralzabir.com/ or like iGoogle.com