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.
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This has been replaced by the 8.X In-tool Data Dictionary.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 HambachTomTom Sales BV - Amsterdam
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?
I would love to see your text editor in the Development forum not line-wrap code sections. It's really difficult to read...
For example, here is a block of code:
[AddIn("RecordEventWatcher")] public partial class RecordEventWatcher : Control, IWorkspaceComponent { #region Constructors public RecordEventWatcher() { InitializeComponent(); } public RecordEventWatcher(bool inDesignMode, IRecordContext recordContext) :this() { if (!inDesignMode) { //Register for events- the real reason for the addin to exist in the first place _RecordContext = recordContext; _RecordContext.Saving += new CancelEventHandler(_RecordContext_Saving); } } #region Event Handlers private void _RecordContext_Saving(object sender, CancelEventArgs e) { // stuff... } #endregion }
Dear RightNow:
I have multiple interfaces in which I have multiple account profiles and functions that RNT console users need to complete.
One of these tasks involves tagging content for categories and products.
Currently, I have no way to limit which product and category choices are available for a particular workspace.
This is very inconvenient given that I don't have a separate value and display label available for products and categories.
In the workspace, I would like to either:
1) (preferred) Hide products and categories from view with rules, similar to the way I can manipulate other menu fields.
2) have a separate label that is not visible to end users that I can use to order/label products and categories, or simply to be able to filter in the workspace the products and categories that pertain to the current interface.
Reading the knowledge base, it seems that a form of this functionality used to be available in the tool and is no longer available. My users are confused and I need help
Related answer:
http://crm.rightnow.com/app/answers/detail/a_id/1755/
The RightNow Connect Data integration doesn't currently have a way for you to retrieve column definitions for reports. This would be a very handy feature! Below is my use case:
We have a service that has to use a report to get information about incidents. The service will forward that info to some other third party utility that will perform work on it. In cases where a custom has a LOT of emails in their system, they might not care about every piece of data in the report. We don't want them to modify the report- that could break the service. So an elegant solution is to have a configuration utility which allows them to specify the data pieces that they care about. This would require the config app to be able to retrieve the column definitions in the report, though.
Currently, when using Automation RunReport() to open a report, this report must be manually closed by the agent before a new one can run. Any attempt to simply change the filters and use RunReport has no effect on the workspace until the first report is closed.
I propose either one of two options:
1. The ability to detect that a given report is already open, and close it programmatically.
or
2. The ability to refresh an open report with the results from a new filter.
Thank you!
-Jared
Creating and maintaining custom menu fields in the UI is tedious at best, especially when the menu lists are very large. If the RightNow API provided an interface to create and populate/manage custom menu fields, many customization solutions could be easily automated. Although it sounds somewhat trivial, the usability hurdle of manually keeping custom menu fields up to date has kept us from implementing a number of useful customizations in our environment.
Use Case:
Just as we use the API to keep our organization and contact records synchronized with an external data source, many custom menu fields used within incidents, such as asset information, product version numbers, sales personnel, etc. would be easier to maintain by automatically synchronizing them with an authoritative source using the API. This would also allow new menu fields to be populated quickly and eliminate errors and delays inherent in the manual update process.
It should be possible in an expansion bar addin to retrieve the client's color settings. I am referring to the circled property in the picture:
Part of a good addin is that it actually "adds in" rather than "sticks out". If you develop an addin so that it matches the default Blue scheme- then if a user changes their scheme to Silver- your addin is not going to look nice, and will in fact stick out. Access should be provided through the AddInViews interfaces to access the color scheme- as well as any other applicable user settings.
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 if our agents could validate customer's street address (postal address) in RN using a USPS engine or something like that to make sure the address we have is a VALID one.
While working with Connect, I went to test code which was working fine in our development site but did not work on the client site. After much effort (deciphering "Access Denied" messages), we determined that the problem was that II_CONNECT_ENABLED was not set for the client site. I propose either of the following:
1. Error message when trying to connect which says "II_CONNECT_ENABLED is not set for this site."
2. Ability to read this config item in configuration, that is, without sending a chain of emails to determine something which could be read in configuration.
The first option is better, but the second option would be sufficient.
There doesn't currently seem to be a way to programmatically get the schema of a RightNow report, and it would be extremely helpful to be able to do this.
For example, if I want to get a report programmatically to add to an Excel tab for a weekly report to management, I need to manually add the report columns and report name to my code (or a config file, etc). This is fine if I am always doing the work... but I'd much prefer to have a web interface that one of my executives could go into and type in a report name, and click 'Add to Weekly Report' - and not bother me at all.
So, in addition to a two dimensional object array (yuck on multiple levels there anyway), a DataTable which contains the table name and column name from the report, or an XML return type containing XSD schema info, would provide programmatic access to that data.
~Chris
The IContentPaneControl interface currently supplies no way to close itself. This functionality could be overly useful for many applications. One that comes to mind could be a situation where an integration needs some input from an agent. The content pane could pop, and the agent could enter the required information. When pressing a "Save" or "Submit" button, the data could be handed to the integration, and the content pane could close itself.
There are actually many situations where this could be useful.
When writing integrations to RightNow using the Connect Desktop API, it's not uncommon that the integration author may want to supersede some of the record context actions. The IRecordContext.ExecuteEditorCommand seems to be built specifically for this purpose.
However, it does not supply a simple Close command in the parameter enumeration. It currently only supports:
I think that there should be a Close/Discard option. When this command is executed, the Record would simply go away, and would not prompt the agent if they want to save or not.
For my situation, we are integrating with our multimedia interaction processing engine, and if the agent decides to transfer the interaction- we want to transfer the record as well. There would be two types of transfer- "Save and Transfer" and "Discard and Transfer"
We can handle the former, but not the latter.
