RightNow Marketing currently offers functionality on a contact level such as:

• Create custom webform
• Collect customer data
• Create/update contact
• Send out confirmation and/or trigger event.

Most of the RN Marketing functionality is limited to the usage by Marketing/E-Commerce departments. Confirmations sent out to customers are not seen as incidents but as a Marketing activity. Agents, if necessary, cannot follow up on such confirmation emails (to add a note or response to it) and have to create a new incident for it.

It would be fantastic to see RN Marketing's functionality extended to an incident level, e.g.

• Create custom webform
• Collect customer data
• Create/update contact
• Create incident
• Trigger rules for this type of incident

This would make RN Marketing a more powerful tool as different custom webforms could be created for different purposes, customer ranges etc and customers can always refer to an reference number, which also keeps the incident management more consistent. RN Marketing and incident transactions will be more tied together which will also benefit the overall reporting on transactions.

Thanks in advance for considering this feature.

Kind regards,

Karim Michael Hambach

TomTom Sales BV - Amsterdam

Currentt Situation:

There is a whole series of web and email messages from the moment a end-user submits a Question to the final closure of the incident by the agent.

There are Mesagebases and Settings we have to configure such as:

Quest_receipt_htm_msg

issue_unresolved_html_msg

upd_quest_reply_html_msg  etc

CI Hours

egw_reply_between_enabled

It is  a tedious task look for message bases and settings and figuring out where each message base or setting change will affect the email messages to users

Suggestion:

Have a workflow chart like in marketing campaign where all the settings and message base are linked up in a workflow chart to show the sequence of actions. At the click of a item in the workflow, the setting or message base can pop-up for a change to be made. Suggest also a preview to see how the email messages look like. We cannot see this message now unless we send a questions and wait for the email messages to come.

Hello,

We have a survey that we put out on tons of different social-networking sites and forums to request user feedback. We need to know how to track from where the user clicked the link (IE, Craigslist, Myspace, Facebook, etc....) It would be nice to be able to add parameters to the URL so that we don't have to duplicate the survey for every use.

Anyone else have this need also?

Thanks!

We would love to be able to expose the opportunity fields to campaigns, allowing users to select certain values themselves.

At the moment I understand the opportunity is created once the user fills in a form, so the opportunity hasn't been created at the stage of displaying the form, so the fields aren't available, but it would be great to let users fill out their own opportunity details.

An example would be a sponsor wants to hold an event on our behalf, and they can tell us the expect number of guests, revenue etc that would the go directly into the opp.

Thanks

Sam

Dear RN Team,

It is currently only possible to preview design documents (for RN Marketing mailings, surveys etc) in the IE browser.

Compatibility with other browsers cannot be tested. It often leads to time-consuming checks and re-checks before we can actually deploy our newsletters and other mailings.

Please add preview buttons (which can be defined by admins) to preview documents in either IE, Firefox, Safari etc...

Thanks in advance.

Kind regards,

Karim Michael Hambach

TomTom Sales BV - Amsterdam

With the ability to have many maiboxes per interface, there doesn't seem to be any way of specifying a look and feel to the emails the come from these different mailboxes.

With the ability to have FAQ content visible depending on service level, etc, and the flexibility now available with Customer Portal, we should have a simple way of setting up email styles (header, footer, font styles) for each mailbox, so that we don't have to use a generic set for all mailboxes.

If we allow different depts to carry out marketing, we want them to use only their own Contacts Lists which they have uploaded and not have access to other Lists or access the whole Contacts database to do segmentation.

Currently there is no such functionality . Having a access level map allowing different login profiles to access different parts of the contacts db or Lists is useful