Aug09 Customer Portal e3w1b

[email protected]

as in: http:// .custhelp.com/

Indicates variable information specific to your RightNow application.

RightNow Common>CTI>General> CTI_ENABLED

Indicates the path to access a configuration setting or message base, beginning with the category and ending with the specific configuration setting or message base.

Click the Application button and select Help> Help Contents

Indicates the multiple selections necessary to access an option or action from a tiered menu.

Asterisk (*) preceding field names in tables

Indicates that the field is required. You cannot save a record, report, or file until you fill in all required fields. Note: In RightNow, required fields are flagged with an asterisk, or the field name appears in red text, or both.

Key combinations such as: Ctrl+Shift+Tab Ctrl+f

Indicates that more than one key must be pressed simultaneously to perform an action. Note: Keyboard keys are set in bold type in the documentation for highlighting purposes.

RightNow August ’09 documentation RightNow Technologies offers manuals, guides, and documents to help you install, ister, and use RightNow products, including RightNow Service™, RightNow Marketing™, RightNow ™, and RightNow Sales™. Our documentation is written for s who have a working knowledge of their operating system and web browsers and are familiar with standard conventions such as using menus and commands to open, save, and close files. RightNow Manual—Contains procedures for configuring options common to RightNow Service, RightNow Marketing, RightNow , and RightNow Sales. This manual addresses navigation sets, staff management, workspaces, workflows, agent

10

Introduction

scripting, customizable menus and product linking, business rules, custom fields, system configuration, communication configuration, monetary configuration, database istration, the external suppression list, multiple interfaces, Outlook integration configuration, CTI (computer telephony integration) configuration, screen pops, , and add-ins. RightNow Manual—Contains procedures common to all staff , including customer service agents, marketing personnel, and sales representatives. This manual addresses common functionality that applies across products, plus and organization records, tasks, notifications, CTI (computer telephony integration), Outlook integration, shortcut keys, and SmartSense. RightNow Analytics Manual—Contains procedures for working with RightNow Analytics, including generating standard reports and creating custom reports and dashboards. Also included are descriptions of the elements used to build custom reports and dashboards, including styles, chart styles, color schemes, images, and text fields. This manual also contains information about and procedures for using Enterprise Analytics. RightNow Service Manual—Contains procedures for configuring RightNow Service. This manual addresses standard text and variables in the content library, guided assistance, Offer Advisor, service level agreements, RightNow Chat, and RightNow Wireless. RightNow Service Manual—Contains procedures for customer service agents working in RightNow Service. This manual addresses incidents, answers, RightNow Chat, cloud monitoring, Offer Advisor, incident archiving, and RightNow Wireless. RightNow Customer Portal Manual—Contains a description of the RightNow Customer Portal and the framework used to create and customize pages, templates, and widgets. Indepth descriptions of all customer portal elements are also included as well as procedures for creating, editing, and deploying the RightNow Customer Portal. RightNow Marketing Manual—Contains procedures for staff working with RightNow Marketing. This manual addresses Marketing explorers, audiences, the content library, mailings, and campaigns. RightNow Sales and Manual—Contains procedures for the RightNow and all staff working with RightNow Sales. Procedures for the RightNow include adding sales process options and quote templates and configuring disconnected access. Procedures for sales staff include working with opportunities, quotes, and disconnected access. RightNow Manual—Contains procedures for all staff working with RightNow . This manual addresses explorers, audiences, the content library, questions, and surveys.

Chapter 1

RightNow August ’09 documentation

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RightNow Made Easy: An ’s How-To Guide—Contains basic procedures for the RightNow to configure all common areas in RightNow and all RightNow products, including RightNow Service, RightNow Marketing, RightNow , and RightNow Sales. This streamlined how-to guide gives s the basic steps to set up and configure all areas in RightNow, one task at a time, and complements the array of published RightNow manuals and documentation. RightNow Made Easy: A ’s How-To Guide—Contains the basic procedures for tasks that staff perform on a regular or daily basis. With how-to instructions for each RightNow product, customer service agents, marketing personnel, and sales representatives can quickly and efficiently complete routine tasks as they work with customers and prospects. The ’s how-to guide combines several RightNow manuals into one easy-to-use resource. RightNow Voice Manual—Contains general information about the applications that comprise RightNow Voice as well as implementation information for each Voice application. This manual is intended for organizations who offer RightNow Voice or are considering this selfservice solution, anyone implementing RightNow Voice, and staff who are responsible for managing the software (on behalf of an organization or for their own organization) after implementation. RightNow August ’09 Release Notes—Contains a brief description of the new and expanded features in RightNow August ’09, including features common to all products and those specific to RightNow Service, RightNow Marketing, RightNow , and RightNow Sales. RightNow HMS Guide—Contains upgrade instructions for customers hosted by RightNow Technologies. RightNow Smart Conversion Guide—Contains procedures for upgrading from RightNow CRM 7.5 and subsequent versions to RightNow August ’09. RightNow Smart Client Installation Guide—Contains procedures for installing the RightNow Smart Client on staff workstations using the Click-Once or MSI deployment method. RightNow XML API Manual—Contains procedures for using the XML API to integrate the RightNow knowledge base with external systems, including help desks, data mining, and data reporting systems.

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Introduction

RightNow -Through Authentication Guide—Contains procedures for integrating RightNow Service with an external customer validation source to allow your customers to automatically to RightNow Service from an external web page. your RightNow manager to obtain this manual. Tip

Chapter 1

For a comprehensive list of all RightNow documentation, refer to http://community.rightnow.com/customer/documentation.

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2 Overview The RightNow Customer Portal lets you customize the standard pages that are included with the RightNow application; it also lets you create new pages that incorporate RightNow functionality into your customer web site. By adding RightNow elements to the page, your customers can query the knowledge base for answers, ask questions, provide , manage their customer , and request a chat session if RightNow Chat is enabled. Adding RightNow functionality to your web site is easy with the Customer Portal Studio, the developer framework that is part of the RightNow Customer Portal. You can add and edit widgets, modify templates, and customize pages using either Dreamweaver or a WebDAV connection to quickly and consistently configure your site. Customer portal site management tools enhance the experience by allowing ing and deployment of your site. The RightNow application offers a wide variety of tools to enhance your customer’s web experience. These include a knowledge base of common answers, a database of customer information, search and tools, and many other features that can be incorporated into your customer portal. In this chapter • Overview of the RightNow Customer Portal—Provides an overview of the elements that comprise the RightNow Customer Portal. Also included is information that directs s, designers, and developers to the specific areas that will be the most helpful to them. Refer to page 14. • Understanding RightNow functionality—Describes features of RightNow for designers and developers who may not be familiar with the application so they can incorporate those elements into the customer portal. Refer to page 17. • Understanding the customer portal file structure—Describes the main folders of the RightNow Customer Portal, including a detailed description of the development folder. This section also includes the procedure to access customer portal files through a URL and information about customer portal file naming conventions. Refer to page 20.

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Overview

Overview of the RightNow Customer Portal You want your customers to have positive experiences when they visit your web site, which means you need to manage your web presence in an efficient and proactive manner. Because the RightNow Customer Portal is a subset of your organization’s web site, you can manage it the same way you manage the rest of your web site.

Customer portal elements The customer portal consists of templates, pages, widgets, and assets that take advantage of the customer tools offered by RightNow Service. It contains a set of default pages and tools that let your customers access the RightNow knowledge base. You can apply the default template to your pages or you can create custom templates and pages. Widgets are used to provide specific functionality when you place them on a page or template. A widget is a collection of files that can access the RightNow database and communicate with other widgets through events; it can also communicate with the server through AJAX requests. Widgets can be buttons, fields, reports, or other elements that perform a specific task.

Customer Portal Studio The RightNow Customer Portal uses a development framework, called the Customer Portal Studio, that provides optimal customization of pages. You can integrate your current web site with RightNow elements, such as templates, pages, widgets, and message bases. You can quickly and completely brand your web site, change page layout and functionality, create customer experiences specific to your business practices, and use tools to construct and maintain your web site. In addition to pages, widgets, and the other RightNow elements, the Customer Portal Studio includes WebDAV, Dreamweaver extensibility, a tag gallery, site istration tools, and developer libraries. • Templates, pages, widgets, message bases, and other tags—You can access this set of files through a WebDAV connection; you can also use Adobe Dreamweaver to work with the files. Besides creating and editing templates, pages, and widgets, you can add your own content to the assets folders for all additional files such as HTML, CSS, and JavaScript files, images, videos, and other rich web media.

Chapter 2

Customer Portal Studio

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• WebDAV protocol for file access—WebDAV allows you to work on your workstation with files that reside on the RightNow server; files on the remote server are organized and managed using a Windows-style folder and tree structure. You can drag and drop files and copy and paste them to multiple files simultaneously to the remote server. • Dreamweaver extension and site management—The RightNow Dreamweaver extension allows—but does not require—you to use Adobe Dreamweaver to create and edit your web site while providing drag-and-drop access to RightNow widgets and quick entry of page titles, page content, metadata, and RightNow variables, such as message bases. WebDAV is integrated into Dreamweaver to , edit, and files to and from the RightNow server through Dreamweaver site management tools. • Tag gallery—The RightNow Tag Gallery is a reference site that provides information about all standard RightNow widgets, including default code, controller class, path information, attributes, URL parameters, and events. The tag gallery lets you modify a widget’s code and then preview the changes. It also provides information about ed tags, maintains information about all custom widgets you have created, provides additional page information, displays customer portal logs, and lets you the Dreamweaver extension. • Site istration—Your site contains a folder for all production files used to render your web site. This production folder can only be viewed, not edited, through WebDAV. Instead, you make your changes to files in the development folder, them to the server, and then deploy them through the RightNow application. Only staff with site istration permission can deploy the production site. • Clickstream reports—Reports that use RightNow Customer Portal clickstream data are part of the RightNow Customer Portal. • Developer libraries—The RightNow Customer Portal uses open source developer libraries and frameworks. Customer portal files are written with PHP scripting language. The client side of the customer portal uses the Yahoo! Interface Library, a set of JavaScript utilities and controls that also includes several core CSS resources. On the server side, CodeIgniter provides a set of libraries for common tasks in a simple PHP toolkit that minimizes the amount of code required for specific tasks. For information about these libraries, refer to Appendix A, “Developer Resources for the Customer Portal,” on page 193.

16

Overview

Where to go next Where you go next depends on how you will be working with the customer portal. • RightNow s—Refer to the following sections.  “Configuring staff permissions for customer portal” on page 30 contains information about configuring staff profiles for WebDAV and site deployment permissions.  “Standard RightNow pages” on page 86 provides an introduction to the code associated with the standard customer portal pages.  “Deploying Your RightNow Customer Portal” on page 165 walks you through the process of deploying the development pages to your production site. • Web site designers—Refer to the following sections.  “Understanding RightNow functionality” on page 17 describes the RightNow features that are available when deg your web site.  “Understanding the customer portal file structure” on page 20 outlines the file structure for working with RightNow Customer Portal files.  “Setting up Dreamweaver” on page 70 describes the procedures for installing the Dreamweaver extension, creating a Dreamweaver site, switching interfaces, and logging in to RightNow.  “Creating Templates and Pages” on page 81 shows you how to create and edit templates and pages and add elements to each.  “Standard RightNow widgets” on page 129 describes what each widget does and why you might want to add them to your web site. • Developers—Refer to the following sections.  “Understanding RightNow functionality” on page 17 describes the RightNow features that are available when deg your web site.  “Understanding the customer portal file structure” on page 20 outlines the file structure for working with RightNow Customer Portal files.  “Creating Templates and Pages” on page 81 shows you how to create and edit templates and pages and add elements to each.  “Working with Widgets” on page 123 describes the standard RightNow widgets, defines their attributes, and contains the procedure for creating custom widgets.

Chapter 2

Understanding RightNow functionality

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Understanding RightNow functionality If you are not a RightNow or have not previously worked with the RightNow application, this section provides a brief overview of the functionality you can use to create your organization’s web site. Also refer to “Standard RightNow pages” on page 86 for an overview of the default customer portal pages and the functionality included on those pages.

RightNow database and knowledge base The RightNow knowledge base is the term used to describe how information in the database is presented to staff and customers; it is the information staff see on the RightNow application and customers see on the customer portal pages. The knowledge base is the meaningful presentation of information built from the data that exists in the database. You will use the RightNow database to create widgets and add elements on the customer portal pages. Important The RightNow Customer Portal development site is a fully functioning site to

offer you a true representation of how your production pages will look and function when you deploy them. Although working on your development site leaves the files on your current production site untouched until deployment, it is important to realize that changes you make on the development site have the potential to affect your production data because the development site is connected to the production database. If this is a concern, you can request a cloned site from RightNow Technologies.

s The RightNow knowledge base contains informations about your customers. Each customer has a record with basic information, such as name, email address, and phone number. The record includes information about any issues or questions the customer has submitted as well as any other information your organization gathers, such as age or birth date.

Answers Answers are the heart of your knowledge base. Whether your organization calls them FAQs, help topics, or something else, an answer is the information in the RightNow knowledge base that provides a solution to a common customer question. Your customers use the RightNow Customer Portal to search for answers to their questions or to submit new questions to your group.

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Overview

Reports A report is simply a list of records. RightNow offers a full range of standard reports; you can also create custom reports from scratch or you can copy and customize standard reports to display the information you want. The list of answers that are returned when a customer conducts a search is a report that is filtered for the search that were entered. That is, when a customer enters search , the RightNow Customer Portal displays a list of answers—a report—that filters all answers and returns only those that match the search . Customer portal reports are listed on the RightNow Console in the Reports explorer under Public Reports\Service\Site Reports\Customer Portal.

Message bases A message base is an editable text string that allows international language and customization of headings, labels, buttons, and other text on the RightNow Customer Portal. You can reference a message base by its standard name in a line of code, and the customer portal page will automatically display the text of the message base. For information about adding message bases to customer portal pages, refer to “Adding message bases to pages” on page 120.

Data dictionary The data dictionary lists the available database tables and fields that can be used in custom reports and the code for display and input fields. Use the data dictionary to select a table and find the name of the columns in each table. Tip

You can also use the Business Objects link on the tag gallery to look up field and table names for all fields in the answers, s, and incidents tables. Refer to “Business objects” on page 106.

To open the data dictionary: 1 Click the Common Configuration button on the navigation pane. 2 Double-click Data Dictionary under Database istration.

Chapter 2

Common functionality on customer portal pages

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Common functionality on customer portal pages The functionality on the customer portal is completely customizable and can be configured to reflect your organization’s customer service objectives. The RightNow Customer Portal offers a default set of pages and widgets with the following basic functionality you can use as a starting point for defining your customized customer portal. • • • • • • • • • • • • • • • • • • • • • • • •

Display status for customers Display announcements on all pages of the customer portal Set cookies on a customer’s browser Add links to all customer portal pages Let customers search the knowledge base from the home page Provide a link to a report of popular answers on the home page Require customers to to the customer portal Require s for logging in Display product and category drop-down menus Define the number of product and category levels customers must select when asking a question or searching for an answer Let customers request a chat session Request site Include search and sort options for searching the knowledge base Request on answers using a rating scale and ask for more information if the falls below a specified threshold Display answers that are related to the answer being viewed Display a customer’s previously viewed answers Allow customers to print and email answers Require customers to conduct a search or view answers before submitting questions Allow customers to attach files to their questions Let customers create an Define the information customers must enter when creating an Let customers view and update previously submitted questions Let customers subscribe to answers and request notification for answers involving specific products and categories Let customers view service contracts and update their profile

20

Overview

Understanding the customer portal file structure All templates, pages, widgets, and other assets used to create your web site are available through WebDAV. You can set up a WebDAV connection to and files and then use any text editor you want to create and edit customer portal files, or you can use Dreamweaver, which uses its own WebDAV protocol for site management and configuration. Note

If you use special characters in any PHP file, you must use a text editor that lets you save the file with UTF-8 encoding.

The RightNow Customer Portal contains three versions of each customer portal file. • Development files—The development files in the development folder are private and cannot be viewed by your customers. You can modify these files and evaluate your changes without deploying your site until you are satisfied with your changes. • Production files—The production files in the production folder are deployed from the development site. After deployment, they can be viewed by visitors to your web site. • RightNow files—The default files in the rightnow folder are read-only files that contain the original pages, templates, and widgets; this page set is the reference implementation. If you do not want to keep a change you made to development files, you can copy the corresponding default file and paste it in the development folder to revert to the original version.

Folder structure The RightNow Customer Portal file structure contains these top-level folders: assets, CodeIgniter, config, development, logs, production, and rightnow. This section describes the files, folders, and subfolders in the structure.

The assets folder The assets folder contains all web assets that are not templates, pages, or widgets. Files can include CSS, JavaScript, images, video, and other rich web media. You can add, remove, edit, and execute files and add folders within the assets folder. In addition to the announcements, css,

Chapter 2

Folder structure

21

and images subfolders, the assets folder includes a default subfolder that contains default versions of the asset files provided by RightNow. If you make changes to any of the assets and then decide to revert to the standard assets, you can copy them from the default subfolder. Note

The assets folder is shared by the development and production files. Even if you do not deploy your development pages, your work on the customer portal may affect the look and function of your production pages. For example, if production pages call a file in the assets folder and you modify that file, the change will be visible to your customers. Likewise, if you modify a message base that is used by production pages, the change will appear on your production site even before you deploy. You can prevent this situation from being a problem by creating separate development and production subfolders in the assets folder and then editing the file references in your pages and widgets before you deploy.

The CodeIgniter folder The CodeIgniter folder contains the CodeIgniter framework source, including helpers, language, and libraries subfolders; these files are read-only.

The config folder The config folder contains a single file, splash.html, which is a splash screen displayed to customers when your site is being upgraded. You can edit this file to display whatever information you want.

22

Overview

The development folder The development folder contains all templates, pages, and widgets for developing the web site. This is your working folder. You move files from this folder to your workstation, where you can view, modify, or delete them; you can also create files that you to the server along with your edited files. Important Although your work with the files in the development folder does not change the

pages on your production site until you deploy the customer portal, you must understand that your work on the development files has the potential to modify your production database. Additionally, files in the assets folder are shared between the development and production pages; if you change files that are currently accessed by your production pages, those files will be visible to your customers even before you deploy your development pages. If this is a concern, you can request a cloned site from RightNow Technologies. A cloned site lets you perform your customer portal development work on that site and then copy and deploy those files to create your customer portal. If you decide to do this, be sure you are in the production mode on the cloned site when you run your final tests; this ensures that your production site will function as you intend it to. The development folder contains the following subfolders. • config—Contains two files: hooks.php, which lets you define a PHP array of functions that will be executed before and after the API calls of your choice, and mapping.php, which redirects page requests and defines parameter mapping. For information about hooks.php, refer to the Developer Community at http://community.rightnow.com/ developer/. For information about mapping.php, refer to “URL mapping” on page 170. • controllers—Contains a custom controller file, ajaxCustom.php, which provides sample code that you can edit. You cannot delete or rename this file; however, you may add other controller files to the controllers folder. • errors—Contains several PHP scripts used to display customized error pages. Your error pages can use your site’s template and provide more specific information to customers than the standard 404 error page delivered by the web server. • helpers—Contains the sample_helper.php file and can be used for storing PHP utility function files. For information about loading helpers, refer to “Loading helpers” on page 200.

Chapter 2

Folder structure

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• javascript—Contains a single javascript file, autoload.js, which you can edit; you cannot delete or rename this file. This file is automatically loaded on every page so you can put common functions and event declarations in a single location without having to ensure they get loaded on every page. Note

The autoload.js file will be loaded on every page only if you have added content to the file.

• libraries—Contains the SampleLibrary.php file and can be used for storing singleton PHP class files. For information about loading libraries, refer to “Loading libraries” on page 201. • models—Contains PHP classes used only for database interaction. The model classes help you retrieve, insert, and update database information. The custom subfolder contains a sample model and any models you create; you must load custom models into the CodeIgniter system. The standard, read-only models that you can use for reference are found in rightnow/models/standard. For information about the model-view-controller design pattern, refer to “RightNow Customer Portal framework” on page 195. • views—Contains all display-only files that do not contain logic.  —Contains the pages used to display answers on the RightNow istration interface (where they are formatted to appear as they will on the customer portal pages). One file displays the answer as it appears when the Preview button is clicked, and the other displays the answer as it appears when the Quick Preview tab is clicked.  pages—Contains all the pages for the RightNow Customer Portal. For information about the main default customer portal pages in the reference implementation, refer to “Standard RightNow pages” on page 86.  templates—Contains templates you can use for the RightNow Customer Portal, including the standard RightNow Customer Portal template as well as one for pages with no styling. • widgets—Contains a folder for custom widgets; each widget folder contains the files that comprise the widget. The custom/sample subfolder contains a sample widget with controller, logic, and view files you can modify to create your own widgets. The standard, read-only RightNow widgets you can place directly on pages or copy to use as a basis for creating custom widgets are found in rightnow/widgets/standard. For information about widgets, refer to Chapter 6, “Working with Widgets,” on page 123.

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Overview

The logs folder The logs folder contains log entries that detail when the entry was created, the file and line it originated from, and a debugging message. These files use a .tr extension and will be saved for one day. If you want to save log files for more than a day, you can copy them from WebDAV. Any log file that is larger than the maximum allowable size of 50,000 characters will be truncated automatically.

The production folder The production folder contains the following subfolders, each of which mirrors the folder structure and files in the development folder. Although the structure of the production subfolders is the same as that of the development folder, these files are read-only from WebDAV, and you cannot add or delete files or create folders in the production folder. The only way to promote files from development to production is through the Customer Portal Deployment Utility in the RightNow application by staff who have the appropriate permission. • backup—Contains the original source code from the previous deployment. You can use these files to revert to the version of the site from the last deployment operation if you do not want to maintain the current deployment as your production site. Note

This folder does not exist until after you have deployed your site the first time.

• optimized—Contains the compiled, active code that is executed to generate each page of your customer portal. • source—Contains an original non-optimized compiled copy of the production code that can be used to create the production site. This is a read-only folder.

The rightnow folder The rightnow folder contains the code for default pages and templates in the views subfolder. If you need to replace any of the standard files you have edited, you can revert to the defaults by copying them from this subfolder to the appropriate development folder and then deploying the development pages into production. The following additional subfolders also contain PHP and JavaScript files used by the default pages, templates, and widgets (and may be used by any customized files too): classes, config, controllers, javascript, middlelayer, models, scripts, syndicated_ widgets, and widgets. No files in this folder can be edited or deleted.

Chapter 2

Viewing customer portal files

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Viewing customer portal files If you are using Dreamweaver, local and remote files are displayed in the Files when Dreamweaver is open. To view files with the WebDAV connection when you are not using Dreamweaver, use the following procedure.

To view files from a URL: 1 In a web browser, type http:// /dav. The Index Of window opens. Note

If you have not already logged on to the WebDAV site, you will be asked for your RightNow name and .

2 Click the euf link to display the WebDAV folders. 3 Click the folder you want to display files for and continue drilling down through subfolders to display the file you want. When you click an individual file name, you will be asked if you want to open or save the file. Important Although you can edit files directly on the server, we recommend ing

files to your local workstation, making your changes locally, and then ing them back to the server.

File naming conventions When you name custom files for the customer portal, you can use upper and lowercase alphanumeric characters and the underscore. Paths are case insensitive, so a mix of upper and lowercase characters is allowed but ignored. Valid file names begin with a letter or an underscore and are followed by zero or more alphanumeric or underscore characters. Additionally, the WebDAV client in an English version of Windows does not handle file names that contain multi-byte characters.

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Overview

Chapter 2

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3 Configuring RightNow for the Customer Portal The RightNow Customer Portal gives you complete flexibility in creating templates, pages, and widgets that meet the needs of your organization. Most of this configuration is accomplished by editing the PHP and JavaScript files that comprise the customer portal. Note

For step-by-step instructions for configuring your customer portal, you can refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community.

However, other configuration occurs within the RightNow application using the istration interface. This chapter describes how to use the RightNow Console to configure these istrative aspects of the RightNow Customer Portal, including staff profile permissions, configuration settings, standard pages, and web indexing. In this chapter • Accessing the RightNow Customer Portal—Contains the procedures to access the customer portal pages through a URL or a link on the istration interface. Refer to page 28. • Session definition—Provides the definition of a customer session on the customer portal. Refer to page 28. • Configuring staff permissions for customer portal—Contains the procedure to edit profiles for staff requiring WebDAV and customer portal site istration permissions. Refer to page 30. • Configuring customer portal settings—Contains a list of customer portal configuration settings and their functions. Refer to page 32. • Configuring customer portal pages and settings—Describes how to configure components of the customer portal, including the Find Answers, Answer, Ask a Question, My Stuff, , and My Overview. Refer to page 33. • Indexing web pages—Contains information about indexing web pages and procedures to configure the Web Indexer and enable external searching. Refer to page 53.

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Configuring RightNow for the Customer Portal

Accessing the RightNow Customer Portal You can access the RightNow Customer Portal by typing the URL in the address bar of your web browser, or you can select it from the application menu on the RightNow Console. Note

Depending on how the cookie was set on the RightNow Customer Portal istration site, you might be looking at the development pages or your production site. If the pages are development pages, there will be a Customer Portal Development Area header at the top of the page; if the header is not present, the pages are your production customer portal pages. For information about setting the cookie, refer to “To set the Development cookie for viewing development pages:” on page 108.

To access the RightNow Customer Portal through a URL: Launch your web browser and type the following URL. http://[your_site]/app

To access the RightNow Customer Portal from the istration interface: Click the Application button and select Links>[your_site]>End-. This opens the Home page.

Session definition A session is a period of time a customer spends on your site. A session begins when a customer navigates to a customer portal page through a browser. Note

If the customer already has an active session open, a new session does not begin.

A session ends when any of the following situations occur. • The customer closes the browser and all browser instances associated to the session. • Fifteen minutes elapse from the start of the session. Note

Chapter 3

When a session ends after fifteen minutes and a customer is still interacting with the customer portal pages, a new session begins for billing purposes. The customer is not aware of the change in sessions.

Maintaining session data in links

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• The customer’s browser has cookies disabled and the customer leaves the customer portal pages. • Your RightNow application is not configured to set cookies (that is, _COOKIES_ ENABLED is set to No) and the customer leaves the customer portal pages. Within all links on the standard RightNow customer portal pages and widgets, session information from cookies is automatically appended. However, if cookies are disabled (either because you have set _COOKIES_ENABLED to No or the customer’s browser has disabled them), a URL is used to session and profile information through the application. When you generate new links to custom pages, you must also this session information by adding #rn:session# at the end of each page URL. Important If you do not add the tag to a link and cookies are disabled, customers will gen-

erate a new session ID every time they click a link, and your organization will be charged for each session. Additionally, if the customer is logged in, they will be logged out each time they click a link that does not the session information. To prevent this from occurring, you must make changes to maintain the session data in links.

Maintaining session data in links If a customer’s browser does not have cookies enabled and the customer clicks a link on a page, session data can be lost. You can prevent this by editing the link in one of the following ways to maintain session data when cookies are turned off. • php links—Add sessionParm( ) to the end of your link, for example: link .= sessionParm()

• JavaScript links— Send the result of this function into the JavaScript and append it to the link. If you are using a widget, you can create a variable: $data['js']['session'] = sessionParm()

Then reference the variable in the logic file as: link + data.js.session

Note

If cookies are enabled, this variable will be blank. If cookies are disabled, the variable should contain the string to append to the URL, for example, "/session/L3NpZC9mMU9ERGRhag==".

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Configuring staff permissions for customer portal Before staff can use the WebDAV protocol and manage the RightNow Customer Portal site, their profiles must be configured to allow those permissions. Follow these steps to change your profile and the profiles for staff who will be working with the customer portal.

To set up a staff profile for customer portal permissions: 1 to the RightNow application. 2 Click the Common Configuration button on the navigation pane. 3 Double-click Profiles under Staff Management. 4 Right-click the profile associated with the staff you want to grant permissions to and select Edit Profile.

Chapter 3

Configuring staff permissions for customer portal

31

Figure 1: Setting Customer Portal Profile Permissions 5 Select the Transient check box. This allows staff with the profile to be logged in through multiple entry points, such as WebDAV and Dreamweaver. 6 Select the Deploy check box. This allows staff with the profile to promote the development site to production status. 7 Select the WebDAV/ istration check box. This allows staff with the profile to access the customer portal file structure, the RightNow Tag Gallery, and the RightNow Customer Portal istration site. 8 Click the Save button.

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Configuring customer portal settings In addition to the configuration settings for the specific features of the various customer portal pages, there are a handful of settings for configuring common customer portal features. These settings allow you to specify URLs for various customer portal windows, define cookie expiration, validate email formats, and specify other functionality.

To configure customer portal settings: 1 to the RightNow application. 2 Click the Common Configuration button on the navigation pane. 3 Double-click Settings under System Configuration. The content pane displays the Configuration Editor. 4 Select RightNow Interface and scroll down to the section titled Customer Portal to display the configuration settings. 5 To change any of the default customer portal configuration settings, use the information in Table 1 to make changes. Click the Update button after each change. Table 1: Customer Portal Configuration Settings

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To…

Use this setting…

Specify the URL for the page that lets customers request their name to be emailed to them or their to be reset.

__ASSIST_URL

Specify the URL for unsubscribing from an email notification.

_ANS_NOTIF_UNSUB_URL

Specify the URL for displaying answer details on the customer portal.

_ANSWERS_DETAIL_URL

Specify the URL for initiating a chat on the customer portal.

_CHAT_URL

Specify the URL for the customer portal home page.

_HOME_URL

Specify the URL for generating the incident link included in incident responses.

_INCIDENT_RESPONSE_ URL

Specify the URL for logging in to the customer portal.

__URL

Configuring customer portal pages and settings

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Table 1: Customer Portal Configuration Settings (Continued) To…

Use this setting…

Specify the URL for displaying the answer details page when external searching is used on the customer portal.

_WEBSEARCH_DETAIL_ URL

Define whether the customer portal will try to set cookies on customer browsers.

_COOKIES_ENABLED

Specify the time in minutes before the customer portal cookie expires.

__COOKIE_EXP

Specify whether the customer’s browser must accept cookies before the customer can .

__COOKIE_REQ

Validate the format of s’ email addresses.

DE_VALID_EMAIL_PATTERN

Specify a regular expression to apply to the MIME content type of file attachments.

EU_FA_NEW_WIN_TYPES

Show SLA information on the customer portal and in emails.

EU_SLA_VISIBLE

Set the order for inputting dates by English (month, day, year), Japanese (year, month, day), or European (day, month, year) format.

DTF_INPUT_DATE_ORDER

Define what external hosts can install syndicated widgets.

WIDGET_INSTALLATION_ HOSTS

6 Click the Commit and Exit button to save changes to the configuration settings.

Configuring customer portal pages and settings Configuring the customer portal requires configuring the specific components of each page by editing templates, pages, and widgets. However, there are also some general configuration settings that control the functionality of the customer portal pages. This section describes these configuration settings.

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Configuring the Find Answers page By default, the Find Answers page displays a list of the answers that have the highest solved count. (Refer to “Configuring answer solved count” on page 34.) To find additional answers, customers can search using the menus and search text, page through the list of answers, or click an individual answer to view details. Note

Answers containing links to other answers will not display the links as active on the Find Answers page, but the links will be active when the individual answer is displayed.

Table 2 describes the settings you can use to configure the Find Answers page. Table 2: Find Answers Page Configuration To…

Use this setting…

Specify whether searches use a default AND or OR.

ANS_AND_SEARCH

Enable privileged access to answers.

ANS_PRV_ENABLED

Set the maximum year when searching for a date in a drop-down menu.

EU_MAX_YEAR

Configuring answer solved count The Solved Count feature collects information about the usefulness of answers in your knowledge base and uses this data to rank your answers. This feature compiles both implicit and explicit data based on how customers use your site. Implicit ratings are gathered as customers view answers. When a customer views an answer, the solved count increases. If the customer continues to view other answers, the solved count of the first answer is decreased, so answers viewed early in a session have the smallest solved count increase. The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customer’s question. Explicit ratings are based on ratings that customers submit for that answer. For each answer, customers can answer “How well did this answer your question?” to explicitly rate an answer’s usefulness. Both long-term and short-term solved counts are used to calculate the score. By default, solved counts from the customer portal for 75 percent of an answer’s score, and agent solved counts for 25 percent.

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Configuring the Find Answers page

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Over time, an unused answer’s solved count gradually declines or ages. For example, if an answer has not been viewed for thirty days (the default setting), the solved count is automatically reduced. Ultimately, if an answer has not been viewed for an extended period of time, its solved count reaches zero. Table 3 describes the settings you can use to configure answer solved count. Table 3: Answer Solved Count Configuration To…

Use this setting…

Specify how quickly the solved count ages.

SA_AGE_FREQ

Specify weighting between long-term and short-term solved counts.

SA_SOLVED_WEIGH_PREF

Configuring search results There are several ways you can configure how answers are returned in a search. One way is by specifying a threshold, which is a filtering criteria for what answers are returned. A high threshold restricts returned answers to those that have a strong fit, while a low threshold allows more returned answers. You can also determine how match weights are configured to return only the best search results. In addition, you can configure RightNow Service to truncate search results if too many matches are returned. The number of appropriate returned results is determined by the following criteria. • Number of words in the query—If more words are used in a query, generally fewer results are expected to be returned. • Number of words matched—For example, if a search query has four words, an appropriate number of results may match three or four words, and answers matching one or two words can be dropped. • Match weight distribution—If a significant drop occurs in match weight of the answers returned, the results can be truncated. • Type of search performed—For example, similar phrases searching and exact searching have different numbers of expected results.

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Table 4 describes the settings you can use to configure search results. Table 4: Search Results Configuration To…

Use this setting…

Specify the threshold for returning answers.

ANS_SRCH_THRESHOLD

Return answers even when none match the threshold.

ANS_SRCH_SUB_THRESHOLD

Determine how focused search weights should be based on answer clusters and topics.

SEARCH_RELEVANCE_FOCUS

Specify the degree to which answer results should be limited.

SEARCH_RESULT_LIMITING

Customizing search-field weighting You can assign variable weights to the different parts of an answer. For example, you might decide that keywords and products associated with the answer carry more weight than words in the body of the answer or any files attached to the answer. The answer search configuration settings allow you to determine the weights of several answer fields. The minimum value for each setting is 4. Although no maximum exists, you should keep values within their current limits. Note

Changing these configuration settings can significantly impact your site’s searching performance. It is a good idea to make changes in small steps, assessing site performance after each change.

Table 5 describes the settings you can use to configure search-field weighting. Table 5: Search-Field Weighting Configuration

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To…

Use this setting…

Specify the weight of the Answer field.

SRCH_BODY_WEIGHT

Specify the weight of the Question field.

SRCH_DESC_WEIGHT

Specify the weight of the Subject field.

SRCH_SUBJ_WEIGHT

Specify the weight of the Keywords field.

SRCH_KEY_WEIGHT

Specify the weight of the answer’s associated products.

SRCH_PROD_WEIGHT


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Table 5: Search-Field Weighting Configuration (Continued) To…

Use this setting…

Specify the weight of the answer’s associated categories.

SRCH_CAT_WEIGHT

Specify the weight of the answer’s file attachments.

SRCH_ATTACH_WEIGHT

Enabling suggested searches The Suggested Searches feature builds links between search words and phrases based on similar answer search results and displays suggested search on the Find Answers page. Suggested searches help customers search for answers by suggesting they might not think of or know the proper terminology for. The suggested search are displayed above the list of answers. Customers can click the suggested search to search on those without having to type them in the search text field. To build links between search words and phrases, Suggested Searches collects lists of the first 20 answer IDs returned during each answer search and stores the lists in the result_list column of the keyword_searches table in the RightNow database. When the Agedatabase utility runs, it clusters the search and builds links between search that share 80 percent or more of the same answers in keyword_searches.results. It stores the information in the similar_searches and similar_search_links tables. Note

A search term must be submitted by customers a minimum of three times before it will be used as a suggested search.

If there are you do not want to appear in suggested searches, you can add them to the do_not_suggest.txt file in the wordlist directory. Enter each word on a separate line of the text file. For information ing the File Manager, refer to the RightNow Manual. Table 6 describes the settings you can use to configure the Suggested Searches feature. Table 6: Suggested Searches Configuration To…

Use this setting…

Disable the Suggested Searches feature.

EU_SUGGESTED_SEARCHES_ ENABLE

Return suggestions for related products and categories.

SEARCH_SUGGESTIONS_DISPLAY

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Table 6: Suggested Searches Configuration (Continued) To…

Use this setting…

Specify the maximum number of suggested products and categories.

MAX_SEARCH_SUGGESTIONS

Enabling search text When customers search for answers on the Find Answers and Answer pages, their search text might include misspellings, stopwords, or words that are not found in any answers. After a search is completed, RightNow Service provides for any of these cases. By providing on search , customers can refine their search and receive more appropriate results. Assume that a customer enters the search phrase “charges outside of regional callin area.” The results are shown in Figure 2.

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Figure 2: Search Results In this example, the word “calling” is misspelled. As a result, the search text feature asks if the customer means “charges outside calling area.” The customer can click the suggestion to view the results of a search that uses the suggested search text. The common word “of ” is a stopword and is therefore not used for the search. (Refer to “Configuring stopwords” on page 44 for information.) The word “regional” was not found in any answer.

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The answers that were found include the other from the entered search text. Since “of ” was not included, “regional” was not found, and “calling” was misspelled, the displayed answers contain the other words in your search: “charges,” “outside,” and “area” (unless one of the answers in the knowledge base also contained the misspelling). Note

The Did You Mean suggestion appears only when the search text contains a possible misspelling.

This feature is automatically enabled. You can disable the feature using the EU_SEARCH_ TERM__ENABLE configuration setting.

Editing the aliases word list You can use aliases (synonyms) to further customize your customers’ search capabilities. Adding aliases allows you to link that are specific to your industry or organization to similar that customers may search for. For example, a customer might search for an acronym, such as “GPS,” but all of your answers regarding GPS might spell out the full term “global positioning system.” Creating an alias word list allows you to link these two and save time because you need to create this link only once instead of adding it as a keyword to multiple answers. The aliases.txt file initially contains no default alias ; to use this capability, you must customize the alias word list with that are specific to your organization. To edit the aliases.txt file, open the File Manager and switch to the wordlist files directory. Edit the file using the following example, where the word and its aliases are uppercase and comma delimited: GPS,GLOBAL POSITIONING SYSTEM,NAVIGATIONAL SYSTEM If a customer enters the first word in a line as a search word, all answers containing that word or any other term on the line will be returned. In this example, a customer who enters GPS as a search word will be directed to all answers containing “GPS,” “global positioning system,” and “navigational system.” The first word in the line is the search word that customers can enter. It must be a single word and cannot contain spaces, ampersands, or slashes, although it may contain a hyphen. The other in the line can contain spaces, so you can use phrases as synonyms for the search word. For more information about editing this list and other files, refer to the RightNow Manual.

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Configuring topic words By creating topic words, RightNow Service allows you to associate specific public answers and documents with particular search , ensuring that the answer or document will always be returned during a search containing that term. When a customer enters topic words you have assigned to an answer or document, that answer or document will be returned, even if it does not contain the topic words in its text. Topic words can include multi-word phrases. Tip

Topic words can also be used to always display an answer or document, regardless of the customer’s search entry.

Answers and documents that are associated with a topic word are displayed in the Recommended Documents section on the Find Answers page. For example, assume you want to let all customers who ask about roaming know that they can view service area maps. By creating a topic word associated with a specific answer in your knowledge base about service area maps and asg it the keyword “roaming,” all customers who enter “roaming” as a search term will see a link to that answer in the Recommended Documents section of the Find Answers page.

To add or edit a topic word: 1 Click the Service Configuration button on the navigation pane. 2 Double-click Topic Words under Knowledge Base Configuration. The content pane displays the Topic Words tree and editor.

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Figure 3: Topic Words Tree and Editor 3 To add a topic word, right-click Topic Words and select Add Topic Word. The editor is activated. Or To edit a topic word, right-click the word you want to edit and select Edit. 4 Enter field information described in Table 7. Table 7: Topic Words Editor Description

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Field

Description

*Name

Type a name to identify the keyword or group of keywords you plan to enter as search . Note: The Name field is used to identify your keywords; do not enter the search term you want to associate with the answer or document in this field. If a customer enters the Name field value as a search term, the associated answer or document is not returned unless you have also entered the same data in the Keywords field.


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Table 7: Topic Words Editor Description (Continued) Field

Description

*Keywords

Type customer search in this field, separating search with a comma, semicolon, or line break. Note: Customers must enter one of the keywords exactly as a search term in order for the answer or document to be returned.

Disabled

Select this check box to disable the association.

Always Show

Select this check box to make the answer always appear in the Recommended Documents section of the Find Answers page.

Type

Select from the following radio buttons to associate the topic word to an answer or a document.

Public Answer

Select this radio button to associate the topic word to an answer.

WWW Document

Select this radio button to associate the topic word to a web-accessible document.

*Answer ID

Type the answer ID of the answer you want to associate with the topic word. Note: This field is displayed only when the Public Answer radio button is selected.

*Title

Type the title you want to be displayed as the link to the document. Note: This field is displayed only when the WWW Document radio button is selected.

*URL

Type the URL of the document you want to associate with the topic word. Note: This field is displayed only when the WWW Document radio button is selected.

Text

Type a description of the answer or document in this field if you want to include more information than is contained in the subject.

5 Click the Save button to save the topic word.

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Configuring stopwords Stopwords are common words that are excluded from indexing and searching. RightNow Service can suggest stopwords based on an analysis of incidents and answers. You can then review the list of suggested stopwords on the Edit Incident Stopword or Edit Answer Stopword lists or in files in the File Manager and decide which ones to include. Suggested stopwords are commented out unless you decide to include them in the stopwords list. Note

Stopwords are managed through the File Manager using the exclude_answers.txt and exclude_incidents.txt files. Refer to the RightNow Manual.

Stopword suggestions are created when clustering is run by Agedatabase. The suggested stopwords include those words that occur frequently and widely across incidents or answers. Even if a word occurs multiple times in a single answer, for example, it is not suggested as a stopword unless it is found in other answers as well.

To review suggested stopwords: 1 Click the Service Configuration button on the navigation pane. 2 Double-click Answers under Knowledge Base Configuration>Stopwords to review answer stopwords. Or Double-click Incidents under Knowledge Base Configuration>Stopwords to review incident stopwords. The suggested stopwords are listed in the Additions text box.

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Figure 4: Edit Answer Stopword List 3 Select the stopwords in the Additions text box to add the words to the current stopwords list. The words you select are highlighted. 4 To add an additional stopword, type the word in the New Addition text box and click the Add button. 5 To remove a stopword from the list, click the word in the Current Stopwords text box. The word is added to the Removals text box, where it is highlighted. 6 Click the Save button to add and remove the selected words from the stopword list. Note

The Keywordindexer utility must be run before your changes to the stopwords list are active.

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Configuring the Answer page When customers click the summary of an answer, the Answer page opens. From this page, customers can view the answer, search for another answer, subscribe to be notified when the answer is updated, print the answer, email the answer to another person, and submit a rating and on the answer. They can also see a list of answers that others found helpful as well as the list of answers they previously viewed during their current session. By clicking the Details button, customers can view the answer ID, products and categories associated with the answer, dates created and updated, and the access level for the answer. Clicking the product or category initiates a search for other answers associated with that product or category. Customers who choose to be notified by email when the answer is updated can click the Notify Me By Email If This Answer Is Updated button. If they have not yet logged in during the session, the page opens and prompts them for their ID and . Once a customer logs in or creates an , the notification request is submitted.

Configuring related answers Related Answers is a subset of the SmartAssistant feature. (For information about SmartAssistant, refer to “Configuring SmartAssistant suggested answers” on page 48.) This feature displays a list of related answers that can further assist customers in finding solutions and reduce the number of questions submitted to your staff. Related answers appear on the bottom of the Answer page under the heading “s who viewed this answer have also viewed,” and customers can click the answer summary to view a related answer’s details. By default, the Related Answers feature is enabled. However, before any related answers can appear, your site must have enough relatedness information, which is generated through the general use of your site and through an auto-linking feature in Agedatabase. Answers can also be manually related when staff edit answers on the RightNow Console. Note

If a customer who has an SLA with privileged access levels is logged in, the related answers also include any relevant privileged access answers. Refer to “Configuring privileged access” on page 47.

Links are created whenever a customer transitions from one answer to another within a session. To determine the set of related answers, the knowledge base is queried to find the types that match against the most recent answer in the session history. These links between answers enable the Related Answers feature to suggest answers based on what customers have viewed during the current session.

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Configuring privileged access

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Table 8 describes the settings you can use to configure the Related Answers feature. Table 8: Related Answers Configuration To…

Use this setting…

Disable the Related Answers feature.

SA_REL_COLLECT_LINK_DATA

Determine how many related items must exist before Related Answers is enabled.

SA_REL_LINK_DENSITY

Configuring privileged access Privileged access in RightNow Service allows you to grant certain s and organizations the ability to view answers in your knowledge base that are not available to all customers. For example, if you had a group of s that purchased a higher level of customer , you could create additional answers that cannot be viewed by the general public but that can be viewed by those s with privileged access. By logging in, this group of s can search for and view additional answers from the Find Answers page. Note

Access to a privileged answer is controlled by the answer’s Access Level field, not its answer status. Answers with an answer status of Private do not have any end- visibility. Privileged answers must have a Public answer status so that the customers who have access to privileged answers can view them.

To configure privileged access for your s, perform the following steps: Step 1 Enable privileged access—The first step in configuring privileged access is to enable the ANS_PRV_ENABLED configuration setting. The default for this setting is disabled. Step 2 Add privileged answer access levels—After enabling the required configuration setting, you must add privileged answer access levels to assign to SLAs and answers. In addition to the default access levels, Help and Everyone, you can add custom access levels that allow your customers to view only certain groups of answers. You can control which access levels are available to customers by limiting the end- visibility for a specified interface. Answer access levels are ranked by their order number. This prevents your customers from seeing an answer’s siblings when they are associated with an SLA that has multiple privileged access levels. If an answer has siblings with different access levels and an SLA is assigned to more than one of these access levels, only the answer with the highest ranking access level

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appears on the customer portal pages to s having that SLA. For information about adding custom answer access levels, refer to the RightNow Manual; for information about associating an access level with an answer, refer to the RightNow Service Manual. Step 3 Add privileged answers—You can add answers and assign them to the custom access levels or add conditional sections to answers and assign them to the access levels created in step 2. When you select a non-visible access level, customers who are not logged in with a valid SLA cannot view the privileged answer. You must set the answer status to Public in order for customers with privileged access to be able to view the answer. For information about adding answers, refer to the RightNow Service Manual. Step 4 Assign access levels to SLAs—After creating one or more custom access levels, you must assign the access levels to SLAs. When creating or editing an SLA, you can select one or more access levels for s assigned to the SLA. For information about adding and editing SLAs, refer to the RightNow Service Manual. Step 5 Assign SLAs to s or organizations—Your last step is asg the SLAs to s or organizations. By asg an SLA to your privileged group of customers (either an organization or a without an organization association), the s can then view privileged answers from the customer portal pages. You can assign an SLA to a or organization when editing or organization information. For information ing business rules to automatically assign SLAs to s and organizations, refer to the RightNow Manual.

Configuring the Ask a Question page When customers are unable to resolve their issue from the answers in your knowledge base, they can submit a question through the Ask a Question page. This page displays a question form where customers can type their question and submit it to your staff. An incident is immediately saved in your RightNow knowledge base and can be viewed and responded to by an agent.

Configuring SmartAssistant suggested answers The SmartAssistant Suggested Answers feature assists agents in finding solutions related to customer questions when they are responding to incidents or engaged in a chat session. This feature is also used in incident business rules that contain the following actions when the condition is Incident Source equals End- Pages>SmartAssistant on Ask a Question. • Append Existing Solution (by Answer ID) to Response Field • Append SmartAssistant Response to Response Field

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Configuring the Ask a Question page

49

Use these rules to automatically send suggestions to customers in email responses or display suggestions after a question is submitted through the Ask a Question page. The technology that underlies RightNow’s SmartAssistant feature is natural language processing. Using the results of the natural language processing with the text in the description field, SmartAssistant queries the knowledge base and returns suggested answers to the question submitted by the customer.

Figure 5: Preliminary Response to Question Page Table 9 describes the settings you can use to configure the Suggested Answers feature. Table 9: Suggested Answers Configuration To…

Use this setting…

Display just the Answer field when appending an answer using SmartAssistant.

SA_APPEND_QUESTION

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Table 9: Suggested Answers Configuration (Continued) To…

Use this setting…

Specify the number of SmartAssistant answers to display as solutions instead of links.

SA_WF_SOLNS_EXPAND_CNT

Set the number of SmartAssistant answers to display.

SA_NL_MAX_SUGGESTIONS

Restrict the SmartAssistant answers by category.

SA_SUGGEST_LIMIT_CAT_LVL

Restrict the SmartAssistant answers by product.

SA_SUGGEST_LIMIT_PROD_LVL

For additional information ing SmartAssistant in incidents or during a chat session, refer to the RightNow Service Manual.

Configuring the My Stuff pages The My Stuff pages contain customers’ personal information. They can view and edit questions they have submitted, answers they have subscribed to, profile information, information about SLAs (called service contracts on the customer portal), and change their . To access My Stuff, customers must with their name and or create an . If a customer has not logged in during a session and clicks the To My Stuff button on the Home page or the My Stuff button from any customer portal page, the page opens; refer to “Configuring the page and customer portal security” on page 50. Once the customer enters a valid name and or creates an , the My Overview page opens. My Stuff consists of six areas—Overview, Questions, Notifications, Profile, Service Contracts, and Change —accessed by buttons on the top of each My Stuff page. After logging in, customers can navigate to different areas by using these buttons or the links on the My Overview page.

Configuring the page and customer portal security RightNow’s feature enables customers to access their profile, previously submitted questions, and notifications. They can also submit questions and view privileged access answers from the Answer page.

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Configuring the My Stuff pages

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This feature requires customers to with their name and for all restricted functions, including Ask a Question (if required) and My Stuff. When customers click My Stuff or Ask a Question for the first time during a session, the page opens. Note

To view privileged access answers from the Find Answers page, customers must first have a valid SLA and through the page. For information about configuring privileged access, refer to “Configuring privileged access” on page 47.

Once logged in, customers do not need to again during the current session. For example, customers who to My Stuff to view their questions or to change their profile information do not need to a second time to submit a question as long as the cookie functionality is enabled and the cookie has not expired. If cookies are disabled, customers must again whenever the session ID changes and a new session ID does not immediately replace it (for example, if a customer closes the web browser or opens a different web site). From the page, customers have three options. • Enter their name and • Create an if they do not have one • Request assistance if they have forgotten their name or Table 10 describes the settings you can use to configure customer and security. Table 10: Configuration To…

Use this setting…

Specify the number of minutes a session ID is valid.

MYSEC_SESSION_ID_EXP

Specify the minimum length for a customer’s .

MYSEC_MIN_WD_LEN

Configuring the My Questions page The My Questions page displays all of the incidents customers have previously submitted. They can check the status of their incidents, view the details of each incident, and update incidents with new information.

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Table 11 describes the settings for configuring the My Questions page. Table 11: My Questions Page Configuration To…

Use this setting…

Allow a link in customer emails to link to the customer’s My Stuff Questions page.

MYQ_ENABLED

Allow customers to view incidents submitted by other of their organization. Note: The display_type attribute of the OrgList widget also affects what incidents customers can view.

MYQ_VIEW_ORG_INCIDENTS

The View Question page provides the summary and threads of the incident. The customer can click the Details button to display incident details, including reference number, product, category, date submitted, date last updated, date closed (if applicable), and status. If the customer was offered links to suggested answers when submitting the question, those links are also displayed.

Configuring the My Notification Requests page The My Notification Requests page displays any answers the customer has subscribed to. Your knowledge engineer can send out notifications when answers are updated. Customers can also subscribe to product and category notifications to receive updates whenever answers associated with specific products and categories are updated. This page displays the question, answer, and expiration date of all answers the customer is subscribed to. To specify how long an answer notification request exists before being deleted, define the value in ANS_NOTIF_DURATION. To view the details of an answer, the customer clicks the answer summary to open the Answer with Notification on Change page. Customers can renew their subscription to the answer for another subscription period by clicking the Renew button. They can delete their request to be notified by clicking the Delete button.

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Indexing web pages

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Indexing web pages The RightNow Service Web Indexer enables indexing and searching of documents that are not part of RightNow Service (for example, web pages, PDFs, and Microsoft Word documents). This function makes it possible for customers and agents to find information within these documents when searching from the Find Answers page. Indexing and searching of external documents are possible if the documents are stored on a web server and are accessible through a URL. This usually limits the files to those within the document root, CGI root, or FTP root directories. Important Because the Web Indexer engine provides for the Sitemap protocol, it

can be pointed to a page that uses Sitemap to better index web pages outside of RightNow. When a Sitemap-formatted page is the starting point for the Web Indexer, all pages identified by the Sitemap page are indexed, not just those available through links. To have the Web Indexer index a site using Sitemap, simply use the Sitemap URL as the root URL in the Web Indexer wizard.

Using Sitemap Search engines use web crawlers (also known as spiders) to explore your web site and index the pages that will be available when searches are conducted. They usually find the pages from links within your site and from other sites. But you may have pages that are not accessible by browsing on the interface (for example, pages that are accessed only when customers complete a form). The spider will not be able to index those pages because it cannot access them. RightNow Service offers a Sitemap feature that lets you inform search engines about all the pages that are available on your site, including those that are not accessible through links. Sitemap is an XML-based protocol used by the major search engines, including Google and Yahoo. By using the Sitemap protocol, you can identify all the web pages on your customer portal instead of waiting for the search engine spiders to find them. A Sitemap page is simply an XML-formatted document on a web server that lists all the URLs for a site along with metadata for each URL, including the priority of each page and when it was last updated. Spiders use the page to crawl your customer portal pages more intelligently rather than relying solely on links within the site. Sitemap is enabled by default. When the setting is enabled, a Sitemap page is created and RightNow Technologies s the page with Google and Yahoo. The page is available at the following URL: http://[your_site]/ci/sitemap

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You can disable Sitemap by setting KB_SITEMAP_ENABLE (RightNow Interface> Misc. Customization>External Document Indexing) to No. In addition to using Sitemap to provide better spidering of the customer portal pages, RightNow’s Web Indexer can index sites that use a Sitemap page. The next section describes how to index web pages.

Web Indexer overview When customers access Web Indexer documents by searching on a customer portal page that uses the WebSearchArea widget, an initial list of answers, identical to the list on the Find Answers search page, is displayed. The Web Indexer feature displays the answers in the same way as the standard answers search. After you configure a root URL to be indexed and searchable, a web spider is used to follow the hyperlinks contained within the web page, indexing each consecutive page. If any of the consecutive web pages contain hyperlinks, those hyperlinks are followed and those web pages are indexed as well. By using filters, the web spider can be set up to follow only those hyperlinks that are within specified domains, but are not among the excluded domains, subdomains, or URLs. Specified and excluded domains are configurable. Refer to “Configuring the Web Indexer” on page 55. It is possible to have multiple URLs directed to the same document through URL masking and redirection, or the use of query parameters in a URL. During indexing, URLs are normalized to prevent a document from being indexed more than once. For example, the following two URLs can point to the same document in the same location on the web server: http://WWW.EXAMPLE.org/pubs/docs1.txt http://www3.example.org/pubs/docs1.txt?_=321&_=@Qs!Xa

Both of these URLs would be normalized to: http://www.example.org/pubs/docs1.txt

This normalization allows the spider to index the document a single time, which saves drive space on the server, increases search performance, and prevents customers from getting the same document returned twice during a search. You can also create SED (stream editor) statements that rewrite URLs to find and replace strings within the URL or remove portions of a URL before the URL is stored in the index. This function allows you to automatically remove query parameters or further normalize URLs. (SED is a stream editor commonly used to find and replace or find and remove patterns in text strings.)

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External documents are not re-indexed if they are edited. They will be re-indexed the next time the Keywordindexer utility runs. The keyword indexes for external documents are stored in a file on the web server rather than in a database table.

Configuring the Web Indexer External document searching is enabled through the Configuration Wizard. The wizard allows you to set the root URLs, the maximum number of hops (from one hyperlink to another) from the root URLs, and a variety of filters to help restrict the Web Indexer to the selected areas of your web site.

To configure the Web Indexer: 1 Click the Service Configuration button on the navigation pane. 2 Double-click Configuration under Knowledge Base Configuration>External Search. The Configuration Wizard opens on the content pane.

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Figure 6: Web Indexer Configuration Wizard 3 Select one of the following radio buttons for the Indexing Mode: • Disable Indexer—Select this radio button to disable the Web Indexer. • Index Answers and Web pages—Select this radio button to index answers from your knowledge base as well as web pages. • Index Answers only—Select this radio button to index your site’s answers. 4 Select one of the following radio buttons to choose the default search type: • OR—Search results match any of the search . • AND—Search results match all of the search . • Logical-Operator—Search can use a logical expression, such as “phone AND roaming.” 5 Select one of the following radio buttons to choose the default sort order for customer searches:

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• Search Score (Most Relevant First)—Search results are displayed in descending order according to relevance (score). • Document Time (Newest First)—Search results are displayed in descending order according to the date of the document’s time stamp or the time of the answer’s most recent update. • Document Title (Alphabetical)—Search results are displayed in alphabetical order. • Reverse Document Time (Oldest First)—Search results are displayed in ascending order according to the date of the document’s time stamp or the time of the answer’s most recent update. • Reverse Document Title (Reverse Alphabetical)—Search results are displayed in reverse alphabetical order. 6 To display the URL addresses in the search results, select the Show URL Address in Search Results check box. 7 Select one of the following radio buttons from the Search Engine Mode section to specify what customers can see on the customer portal: • Show Answers and Web pages in search results • Show only Answers in search results • Show only Web pages in search results 8 Select one of the following radio buttons from the Knowledge Base Search Mode section to specify what staff can see when working on incidents: • Show only Web pages in Knowledge Base search results • Show Answers and Web pages in Knowledge Base search results • Do not show external document search results in Knowledge Base searches 9 Type the URLs from which you want the web spider to start indexing in the Root URLs text box. This can be a domain name or an accessible directory on your web server. 10 Type the maximum number of hops from the root URL that the web spider should take in the Maximum Hops text box. A hop occurs when the spider follows a hyperlink from one web page to another. This setting allows you to adjust the depth of spidering and the volume of indexed materials.

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11 In the URL Patterns text box, type the patterns that must be matched by some portion of a URL in order for it to be included in spidering and indexing. Patterns can include domain names, directory paths, or file extensions (for example, www.example.com or /public). The URL is required to match at least one of the filters to be included in spidering and indexing. 12 In the Normalized URL Patterns text box, type the patterns that must be matched by some portion of a normalized URL in order for it to be included in spidering and indexing. Patterns can include domain names, directory paths, or file extensions, (for example, www.example.com or /public). The normalized URL is required to match at least one of the filters to be included in spidering and indexing. For more information about normalized URLs, refer to “Indexing web pages” on page 53. 13 In the Excluded Normalized URL Patterns text box, type the patterns that must be matched by some portion of a normalized URL in order for it to be excluded from spidering and indexing. Patterns can include domain names, directory paths, or file extensions. The normalized URL is required to match at least one of the filters to be excluded from spidering and indexing. 14 In the Search-Time URL Patterns text box, type the patterns that must be matched by some portions of a URL in order for it to be eligible to be displayed with the search results. Patterns can include domain names, directory paths, or file extensions (for example, www.example.com or /public). The normalized URL is required to match at least one of the patterns to be included in the search results. This field can be used to further filter documents that have already been indexed if you have made changes to available documents but you are not yet ready to re-index all external documents. 15 In the Excluded Search-Time URL Patterns text box, type the patterns that must be matched by some portions of a URL in order for it to be excluded from the displayed search results. Patterns can include domain names, directory paths, or file extensions (for example, www.example.com or /public). The normalized URL is required to match at least one of the patterns to be excluded from the search results. 16 In the Simple HTTP Authentication text box, type the server, name, and , each separated by the pipe (|) character for each server that requires simple HTTP authentication. Use a space or carriage return to separate the server| name| groups, and enter more specific server names first in the list. 17 In the Excluded URL Parameters text box, type the query parameters that you want excluded from the URL during indexing. Query parameters are often found after a question mark in the URL and are used to information between web pages.

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18 In the URL Parameters to Delete text box, type CGI query strings to be excluded from indexing. Type the list using space-separated regular expressions. 19 In the URL Normalization Rules text box, type SED (stream editor) statements that are used to automatically rewrite URLs before they are stored in the index. This setting can be used to find and replace strings within the URL or remove portions of a URL before the URL is stored in the index, allowing you to automatically remove query parameters or further normalize URLs. (SED is a stream editor commonly used to find and replace or find and remove patterns in text strings. Refer to “Indexing web pages” on page 53.) 20 In the Other Search Engine Configuration Options text box, type any additional options that you require, but are not specified elsewhere in the wizard. These options are written directly to the external document indexer configuration. Use of this feature is for expert s only and may have unintended and irreversible effects on the external document index. If unsure, leave this field blank. 21 Type a URL to test the settings and filters in the Test URLs text box. 22 Click the Next button to test the URL settings. The URL test results appear.

Figure 7: Test Results of the Web Indexer Configuration Wizard

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23 Click the Next button to select the document types you want to index.

Figure 8: ed Document Types 24 Type the maximum document size (in bytes) that you want to for each document in the Maximum Document Size text box. 25 Select the document types you want to index. For a list of available document types, refer to the RightNow Service Manual. 26 Click the Next button. A summary of the Web Indexer configuration settings appears.

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Figure 9: Summary of the Web Indexer Configuration Wizard 27 To adjust your settings and return to the Configuration Wizard, click the Back button. 28 Click the Done button to exit the Configuration Wizard and save your changes. The Keywordindexer utility must be run using the -w command to complete the configuration. at http://crm.rightnow.com to run Keywordindexer and schedule regular times for Keywordindexer to run in the future.

Viewing the Web Indexer configuration log You can view the changes that have been made to your Web Indexer configuration settings from the Web Indexer configuration log. The log is created when any Web Indexer configuration settings are changed for the first time and Keywordindexer has run. The log displays the changes and test results of your web indexing.

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To view the Web Indexer configuration log: 1 Double-click Log under Knowledge Base Configuration>External Search.

Figure 10: Web Indexer Configuration Log 2 Click Details next to the log file you want to view.

Enabling external searching There are two ways to enable searching for external documents: using the default external search pages or by converting the existing answer pages to use external searching.

Using the default pages The default customer portal page set includes two pages for the external search list page and display page. Once you have configured the Web Indexer (“Indexing web pages” on page 53), these pages can be accessed directly with external searching. The /app/answers/websearch_list page can be used to access external search directly; the links open the /app/answers/ websearch_detail page. The default pages are located in views/rightnow/pages/answers.

Converting the answers pages to use external searching You can convert your existing answers pages to use external searching instead of having two distinct list and detail pages. You can accomplish this by either changing links in the template to the pages that use external searching; alternately, you can change the default pages so they use external searching. Both procedures are described in the following sections.

To change template links to use the external searching pages: 1 In the RightNow application, click the Common Configuration button. 2 Double-click Settings under System Configuration. The Configuration Editor opens.

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3 Click RightNow Interface, select _WEBSEARCH_DETAIL_URL under Customer Portal>General, and that the value of the configuration setting is the default answers/websearch_detail. a If the value is different, change it to answers/websearch_detail and click the Update button. 4 Select _ANSWERS_DETAIL_URL and change the value of the configuration setting to answers/websearch_detail. 5 Click the Update button. 6 Click the Commit and Exit button. 7 Open the template (or templates) used by your pages and modify the navigation tab widget that points to the answers/list page so that it now points to the websearch_list page. Change the widget as follows:

Note

If you are using the default pages and templates, you must modify both rn_standard.php and rn_standard_.php.

8 Edit the home page, home.php, to change reports so that the web search report is used in the KeywordText and SearchButton widgets. The edited code should read as follows:

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To change pages for external searching: 1 Using WebDAV, back up and rename the answer list and answer detail pages. a Back up the existing answers/list and answers/detail pages so that you will be able to revert to these pages if necessary. b Rename the answers/websearch_list file to answers/list. c Rename the answers/websearch_detail file to answers/detail. 2 Copy the WebSearchArea composite widget and rename the copied widget. 3 Edit the copied widget to reference the answers/list page. a Open the copied widget’s view.php file. b Change the report page attribute of the SearchButton widget to the answers list report:

4 Edit the renamed answers/list and answers/detail pages to use the edited copy of the WebSearchArea widget. a Open the page files. b Change the AnswerSearchArea2 widget to WebSearchArea. Note

The new answer/list page now looks like the default answer/list page, with the only difference being that it uses external searching; the only difference between the default answer/detail page and the new one is that the new one does not display an answer’s products and categories.

5 To add product and category information to the answer detail page, edit the new answers/ detail page in WebDAV to add two widgets using the following code:

6 In the RightNow application, click the Common Configuration button. 7 Double-click Settings under System Configuration. The Configuration Editor opens. 8 Click RightNow Interface and select _WEBSEARCH_DETAIL_URL under Customer Portal>General. 9 Change the value of the configuration setting to answers/detail.

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4 Setting Up WebDAV and Dreamweaver The RightNow Customer Portal uses WebDAV to help you manage your web site files. WebDAV offers a familiar file structure, easy ing and ing of multiple files, and file security through access. RightNow also offers the ability to work with Adobe Dreamweaver; if you already use this application for your web site, you can continue using it to create your customer portal. For step-by-step instructions for configuring your customer portal, you can also refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community. In this chapter • Setting up a WebDAV connection—Contains the procedures to set up WebDAV on Windows XP, Windows Vista, and MacOS operating systems. Refer to page 66. • Setting up Dreamweaver—Provides an overview of Dreamweaver site management and the RightNow Dreamweaver extension. Also included are procedures for ing, installing, and updating the RightNow Dreamweaver extension, creating a Dreamweaver site, switching interfaces, logging into Dreamweaver, and opening a page. Refer to page 70.

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Setting Up WebDAV and Dreamweaver

Setting up a WebDAV connection The RightNow Customer Portal uses WebDAV to help you manage your web site files. WebDAV is a protocol that lets you files from remote web servers to your local workstation, edit them, and then those files back to the server. Files are managed using a Windows-style folder and tree structure. The server files remain secure because all staff must to they have WebDAV permission; when staff who do not have WebDAV permission in their profiles attempt to connect, they will receive a warning message. Access to pages and assets for creating the web site is additionally secured through HTTPS. Although you can edit files directly on the server, a better practice is to the files to your workstation, edit them locally, and then the edited files to the WebDAV server. This practice reduces the risk of overwriting a file that has been edited by someone else; it also reduces the risk of file corruption due to Internet latency. For detailed information about the WebDAV protocol, go to WebDAV Resources at http:// www.webdav.org/. Note

The WebDAV protocol used by the RightNow Customer Portal includes a filesharing structure, but it does not include file locking, metadata, or version control. This additional functionality is available through Dreamweaver or other third-party tools that leverage the WebDAV protocol.

Many web developer tools, including Adobe Dreamweaver, use the WebDAV protocol for working with files. However, you are not required to use Dreamweaver for creating and editing your customer portal; you can create templates, pages, and widgets using whatever textediting tools you prefer. Note

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If you plan to use Dreamweaver to work with the RightNow Customer Portal, you do not need to set up a WebDAV connection using one of the procedures in this section; you will set up a connection when you configure Dreamweaver to work with the RightNow application.

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You can set up a WebDAV connection for the Windows XP SP2, Windows Vista SP1, and MacOS X (10.5.6) operating systems. Important If you plan to use WebDAV with Windows XP or Windows Vista, you must

have installed Microsoft Update for Web Folders KB907306 that enables you to update the Web Folders component in the Microsoft Windows operating system and fixes issues that occur when connecting to a WebDAV server. This update can be found at http://www.microsoft.com/s/details.aspx?FamilyId=17C36612-632E-4C04-9382-987622ED1D64&displaylang=en.

To set up WebDAV for Windows XP: 1 Click the Windows Start button and select Settings>Network Connections. The Network Connections window opens. 2 Click My Network Places in the left . The window displays a list of the network places on your workstation. 3 Click Add a Network Place under Network Tasks in the left . The Add Network Place Wizard opens. 4 Click the Next button to begin the wizard. 5 Select Choose Another Network Location and click the Next button. 6 To use http on port 80, type http:// :80/dav/ in the Internet or Network Address field. Note

RightNow provides the site name that you will enter.

7 To use https on port 443, type https:// /dav/ in the Internet or Network Address field. 8 Click the Next button. The Connect To window opens. 9 Type your RightNow name and in the fields and click the OK button. Note

Be sure that your RightNow staff has been associated with a profile that has WebDAV permission.

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10 Keep the default or type a new name for the network place and click the Next button. 11 Click the Finish button to complete adding the network place.

To set up WebDAV for Windows Vista: 1 Click the Windows Start button and select Computer. The Computer window opens. 2 Click the Map Network Drive button on the toolbar. The Map Network Drive window opens. Or Right-click Computer in the left column and select Map Network Drive. 3 Click Connect to a Web Site That You Can Use to Store Your Documents and Pictures. The Add Network Location window opens. 4 Select Choose a Custom Network Location and click the Next button. 5 To use http on port 80, type http:// :80/dav/ in the Internet or Network Address field. Note

RightNow provides the site name that you will enter.

6 To use https on port 443, type https:// /dav/ in the Internet or Network Address field. 7 Click the Next button. The Connect To window opens. 8 Type your RightNow name and in the fields and click the OK button. Note

Be sure that your RightNow staff has been associated with a profile that has WebDAV permission.

9 Keep the default or type a new name for the network place and click the Next button. 10 Click the Finish button to complete adding the network place.

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To set up WebDAV for MacOS 10.4.11 or higher: 1 Go to the Finder menu and select Go. 2 Click Connect to Server. 3 In the Internet or Network Address field, type http:// /dav. 4 Click the Next button. 5 Type your name and in the fields and click the OK button. 6 Click the desktop of the newly connected network drive.

Customer portal file structure After you have set up a WebDAV connection, you can access the customer portal files. For information about the file structure, refer to “Understanding the customer portal file structure” on page 20.

Viewing WebDAV logs To view changes that have been made to the RightNow Customer Portal files, you can view the WebDAV Log from the RightNow Customer Portal istration page.

To open the WebDAV Log Viewer from a URL: 1 In a web browser, type http:// /ci/. If you are not logged in, the Connect To window opens and you will need to to open the RightNow Customer Portal istration page. 2 In the list of available logs at the top of the page, click the WebDAV Logs link. The log displays a list of file names, the that took the action, the IP address from which the action was taken, the date and time, and what action was taken. You can search and sort the log by file name, , IP address, date, action taken, and interface name.

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Figure 11: WebDAV Log Viewer

Setting up Dreamweaver The combination of Adobe Dreamweaver and the RightNow Customer Portal offers you maximum flexibility in creating your customer portal. The main features include Dreamweaver site management and the RightNow Dreamweaver extensions. • Dreamweaver site management—Dreamweaver’s use of the WebDAV protocol offers ing and ing of files as well as file check-in and check-out. Caution

Because of the way Dreamweaver handles files, it is possible to delete all files within the euf folder. RightNow prevents the deletion of that folder directly from the WebDAV connection, but Dreamweaver sends a file delete request for every file within the folder; as a result, the fact that the entire folder is being deleted cannot be detected until it is too late. Therefore, it is possible to accidentally delete your euf folder from Dreamweaver. Use caution when moving and deleting files and folders.

• RightNow Dreamweaver extension—The RightNow Dreamweaver extension offers the following features.

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A toolbar for inserting elements, defining tags, and setting attributes  A Properties window for defining tags and setting attributes  Code completion within the code view, which provides a list of attributes for each tag to help you with page coding 

Note

Many widgets have attributes with the same name. Some selectable options for one widget’s attribute may be different from another widget’s attribute with the same name. Dreamweaver does not know which widget you are setting the attribute for. As a result, it displays all options for all attributes with that name, regardless of the selected widget. The consequence is that some of the selectable options may not be meaningful as an attribute for the widget you are working with.

Partially automatic updates from the web server for new widget definitions and site-specific settings It is not necessary to use Dreamweaver to create your customer portal, but the RightNow Dreamweaver extension can simplify the process if you already work with the program to create and edit your web site. When you install the RightNow Dreamweaver extension, a RightNow tab appears in the program so you can quickly add widgets, define page title and content, add page metadata, and insert RightNow variables. RightNow commands added with the extension let you to RightNow, create a Dreamweaver site, update the extension, and switch to a different RightNow interface. 

Follow these steps, described in the following sections, before you use Dreamweaver to create and edit your RightNow Customer Portal. • and install the RightNow Dreamweaver extension. • Create a Dreamweaver site. • to RightNow.

ing and installing the extension You can the RightNow Dreamweaver extension from the RightNow application, from the URL assigned to your RightNow Customer Portal site, or from the tag gallery. Note

If Dreamweaver is open when you install the extension, you must close it after installation. When you open Dreamweaver the next time, the RightNow tab and menu appear.

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To the RightNow Dreamweaver extension from the RightNow application: 1 Click the Application button and select Links>Install Adobe Dreamweaver Extension. A window appears and displays the status of the progress. 2 When the is complete, click the Close button to close the window and begin installing the extension. The Adobe Extension Manager opens. 3 Click the Accept button to accept the extension disclaimer. Installation begins automatically; when it is finished, a message notifies you that the installation was successful. 4 Click the OK button to close the message, and then close the Adobe Extension Manager.

To the RightNow Dreamweaver extension from a URL or from the tag gallery: 1 In a web browser, type http:// /ci/designer and click the Dreamweaver Extension link. The File window opens. Or In a web browser, type http:// /ci/ and click the Extension link under Dreamweaver at the top right of the page. 2 Click the Save button. The Save As window opens. 3 Select a location where the RightNow.mxp file will be saved. 4 Click the Save button. The RightNow.mxp is ed to the selected location. 5 Double-click the file to open the Adobe Extension Manager. 6 Click the Accept button to accept the extension disclaimer. Installation begins automatically; when it is finished, a message notifies you that the installation was successful. 7 Click the OK button to close the message, and then close the Adobe Extension Manager.

Updating the extension To ensure you have the latest RightNow Dreamweaver extension, you can check to see if it has been updated. Follow these steps to check for updates.

To check for updates to the RightNow Dreamweaver extension: 1 Open the Dreamweaver application.

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2 Click Commands in the menu and select RightNow>Configure RightNow Extension. The Configure RightNow Extension window opens.

Figure 12: Configure RightNow Extension Window 3 Click the Check for Update button. The Update RightNow Extension window opens, checks for updates, and lets you know if an update is available. 4 If no updates are currently available, click the Close button to close the window. 5 If an update is available, you are asked if you want to install it. Click the Yes button. When the extension has been ed successfully, you will be prompted to close Dreamweaver to install the extension. a Click the Close button and close Dreamweaver. The Adobe Extension Manager opens. b Click the Accept button, click the OK button when the extension has been installed successfully, and then close the Adobe Extension Manager.

Creating a Dreamweaver site Now that you have installed the Dreamweaver extension, you can create a Dreamweaver site on your workstation that is a copy of your site on the RightNow server. After you create this Dreamweaver site, you will work with the files locally and then them to the RightNow server. By creating a site, you tell Dreamweaver where the templates, pages, widgets, and assets for the RightNow Customer Portal are stored locally.

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To create a Dreamweaver site: 1 Open the Dreamweaver application. 2 Click Commands in the menu and select RightNow>Configure RightNow Extension. The Configure RightNow Extension Window, shown in Figure 12 on page 73, opens. 3 Click the Create Dreamweaver Site button. The Create Dreamweaver Site window opens.

Figure 13: Create Dreamweaver Site Window 4 To change the default Dreamweaver site name, type a name in the field. 5 Type your RightNow name. 6 Click the Ellipsis button (…). The Select Local Root Folder window opens. 7 Choose a local root folder for your site and click the Select button. The Select Local Root Folder window closes and the folder you selected appears in the Local Root Folder field of the Create Dreamweaver Site window. 8 Click the OK button. The Site Definition window opens with the Advanced tab displayed.

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Figure 14: Site Definition Window 9 Click the OK button to accept the default site definition. The Site Definition window closes. 10 Click the OK button at the message that asks if you want to files from the RightNow server. You will be asked for your to that you have WebDAV permission in your RightNow profile to access these files. When the files have been ed from the server to your Dreamweaver site, you will see them in the Local Files in Dreamweaver.

Switching interfaces If your RightNow application has multiple interfaces, you must set up each one and switch between them as you work on different interfaces. Follow the steps described in “To create a Dreamweaver site:” on page 74 to create the different sites you will need. After the interfaces have been installed, you can switch between them. Note

The RightNow Dreamweaver extension is specific to the interface, and only one extension is installed at any time. Any time you switch interfaces, you must reinstall the extension for the interface you are switching to.

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To switch to a different interface: 1 Open the Dreamweaver application. 2 Click Commands in the menu and select RightNow>Configure RightNow Extension. The Configure RightNow Extension window opens, and the previously opened interface appears in the drop-down menu in the Previous Interface field. 3 Click the arrow in the Previous Interface field to display the drop-down menu of available interfaces and select the one you want to switch to. 4 Click the Switch Interface button. You may be asked for your RightNow name and . The Install RightNow Extension window opens and the extension is ed. 5 Click the Close button to close the Install RightNow Extension window. 6 Close Dreamweaver. The Adobe Extension Manager window opens to install the extension that you just ed. 7 Click the Accept window to install the RightNow Dreamweaver extension for the new interface. A message asks you if you want to replace the existing extension with the new one. 8 Click the Yes button to install the new extension as a replacement for the previous one. 9 Click the OK button to close the message when the extension has been installed. 10 Close the Adobe Extension Manager. 11 Reopen Dreamweaver for your changes to take effect.

Logging in to RightNow Now that you have installed the RightNow Dreamweaver extension and created a site, you should to RightNow so that Dreamweaver’s design will correctly display the RightNow widgets. Note

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You will need to to RightNow each time you open Dreamweaver.

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To to RightNow: 1 Click Commands in the menu and select RightNow> To RightNow. The To RightNow window opens.

Figure 15: Logging in to RightNow 2 Type your RightNow name and and click the OK button. 3 Click the OK button to close the confirmation window and begin working in Dreamweaver.

Working on the Dreamweaver interface With the RightNow Dreamweaver extension installed, the program displays a RightNow Insert bar with a set of buttons that allow you to quickly insert RightNow elements. A RightNow Tags option is also included when you click Insert on the menu and select Tag. To insert a standard widget onto a page, for example, click Insert in the menu and select Tag. Select RightNow Tags in the tree on the left, select rn:widget in the right column, and click the Insert button. The Tag Editor opens and you can select a widget and then set its attributes. You can also open the Tag Editor by clicking the RN Widget button on the RightNow Insert toolbar. Dreamweaver’s Tag Editor lets you define attributes for the widget, including its tab index, label, links, pages, and button class among others, depending on the widget. When you close the Tag Editor, the code is added to the code section of the Dreamweaver page and a graphical representation is added to the design part of Dreamweaver. The document window of Dreamweaver can display the page as code only, as a visual representation of the page (Design view), or as a split view that displays both. Select the view you want by clicking View in the menu and selecting Code, Design, or Code and Design; you can also click the Code, Split, or Design button at the top of the document window to select a view.

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RightNow toolbar After you have added the RightNow Dreamweaver extension, a toolbar appears under the menu. The toolbar buttons are described in Table 12; the procedure to open a page in Dreamweaver follows.

Figure 16: RightNow Toolbar

Table 12: RightNow Toolbar in Dreamweaver Button RN Widget RN Page Title RN Page Content RN Meta

Function Allows you to add a widget to the code and define its attributes. Adds code for the page title. Adds a placeholder for page content. Allows you to define the following page attributes: • Whether the page is an answer details page that redirects the page when the answer is a URL or file attachment answer • How the page is categorized by clickstream data and statistics collection • Whether customers must be logged in to view the page • What the page title is • Where customers will be redirected if they do not have a valid SLA • Whether the customer must have an SLA to view the page and, if so, what type of SLA • What template will be applied to the page

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Table 12: RightNow Toolbar in Dreamweaver (Continued) Button Insert RightNow Variable

Function Allows you to add a RightNow variable to the code, including message base entries, URL parameters, URL session suffixes, and PHP expressions. You can search the message base library to select the variable.

To open a page in Dreamweaver: 1 On the Files tab of the right column, locate the page you want to open from your Dreamweaver site. Page files are located in development/views/pages. 2 Right-click the file and select Open. Or Double-click the file. The page opens in the Dreamweaver document window.

Dreamweaver site management Dreamweaver can help you manage all the files that make up your site. The file structure of the RightNow Customer Portal is explained in “Understanding the customer portal file structure” on page 20. In order to make sure pages are where they should be, you must put page files in the pages folder, template files in the templates folder, and widgets in the widgets folder. The assets folder is for all content that is not a page, template, or widget. Refer to Dreamweaver documentation for information about the full range of Dreamweaver site management tools, including synchronization and the check-in/check-out feature.

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5 Creating Templates and Pages The RightNow Customer Portal includes a default template and a set of standard pages that allow your customers to search for information in your knowledge base, ask a question, provide , and update their information. You can use the standard template and pages without modification, or you can customize them to the specific needs of your organization. You can also create new templates and pages or use templates from your web site and apply that styling to your customer portal pages. For step-by-step instructions for configuring your customer portal, you can also refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community. In this chapter • RightNow page files—Contains a table that lists the names of standard RightNow customer portal pages and their corresponding file names and descriptions. Refer to page 82. • Standard RightNow pages—Describes the default RightNow template and the standard Home, Find Answers, Ask a Question, and My Overview pages. Refer to page 86. • RightNow Tag Gallery—Provides an overview of the RightNow Tag Gallery and the tools it offers for page and template creation. Refer to page 99. • Previewing templates and pages—Describes the RightNow Customer Portal istration page and how to set a cookie that determines whether you display the development or production version of a file. Refer to page 106. • Creating a template—Contains the procedure to create a template in Dreamweaver. Refer to page 113. • Creating a page—Contains the procedure to create a page in Dreamweaver. Refer to page 116.

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Creating Templates and Pages

RightNow page files Each standard customer portal page has a title that appears in your browser when the page is displayed; each page is also defined by its page name. Table 13 lists each page file name and its corresponding page title and description. Table 13: Description of Page Files

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Page File Name

Page Title and Description

about

About page—Displays the version, build, and date for the RightNow Customer Portal and includes a copyright statement.

ask

Ask a Question page—Allows logged-in customers to submit a question.

ask_confirm

Ask a Question confirmation page—Confirms the submittal of a customer’s question and displays the reference number of the incident that was created.

error

Error page—Displays one of several error messages, depending on the circumstances that caused the error.

home

Home page—Serves as customers’ main entry into the RightNow Customer Portal.

/ change_

Edit My Profile Change page—Contains a form where customers can change their .

/overview

My Overview page—Serves as the main My Stuff page, where customers can navigate to their questions, notifications, profile, service contracts, and the Change page.

/profile

Edit My Profile page—Contains a form where customers can enter information and default preferences.

/reset_

Reset page—Contains a form where customers can reset their . The page is accessed only through an email link sent to the customer’s primary email address when they request assistance to reset their ; the link expires after a specified period of time (24 hours by default). If customers do not have a complete record, they are taken to the Profile page when they are finished on this page so they can finish setting up an .

RightNow page files

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Table 13: Description of Page Files (Continued) Page File Name


/setup_

Finish Creation page—Displays a page with a link to the Assistance page. This page is displayed when customers click an email link to reset their and the link has already expired.

/sla

Service Contracts page—Allows customers to view the status of their service contracts.

/notif/detail

My Notification Requests detail page—Displays information about a specific answer a customer has subscribed to.

/notif/list

My Notification Requests page—Displays all answers customers have subscribed to as well as product/category notifications they have subscribed to.

/notif/ unsubscribe

My Notification Requests: Unsubscribe Results page—Displays a message to customers who have clicked an email link to unsubscribe to an answer notification.

/questions/detail

View Question page—Displays the details of a specific question submitted by a customer.

/questions/list

My Questions page—Displays all questions submitted by a customer, including the subject, reference number, status, and date created.

/questions/print

Print window—Displays a printable page of specific questions submitted by a customer and opens a Print window to launch page printing.

/questions/ update

Update My Question page—Displays details about a question a customer has submitted and provides a text field for adding information to update the question.

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answers/detail

Answer page—Displays details about a specific answer and includes the page header and Search field as well as any template elements. Note: The answers detail page displays the answer in the URL of the page. The text is all lowercase, words are separated by hyphens, and punctuation is escaped. The maximum is 80 characters. For example, the page URL for the answer “How do I change my address?” will be: app/answers/detail/a_id/1/~/how-do-i-change-myaddress%3F

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answers/hier_popup

Product Hierarchy or Category Hierarchy window—Opens a separate window to display a product or category hierarchy window (depending on whether the View Product Hierarchy or View Category Hierarchy button was clicked).

answers/list

Find Answers page—Displays a list of answers that meet the customer-entered search criteria.

answers/preview_detail

Answer page—Displays details about a specific answer, but does not include the page header, Search field, or template elements.

answers/print

Print window—Displays a printable page of a specific answer and opens a Print window to launch page printing.

answers/websearch_detail

Answer page—Displays details about a specific indexed answer or web document found through an external document search.

answers/websearch_list

Find Answers page—Displays a list of indexed answers and web pages (external documents) that meet the customer-entered search criteria.

utils/_assistance

Assistance page—Displays a page that lets customers request an email containing either their name or a link to a page for resetting their .

utils/chat

Live Help page—Displays a page that lets customers request a chat session if the page is opened during a time when chat is available. If no chat is currently available, the page displays chat hours.

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utils/chat_file_attach

Attach a File page—Displays a page where customers can attach one or more files during a chat session.

utils/chat_hours

Chat hours window—Opens a window with a message that chat is currently unavailable; the window lists chat hours and the current day and time.

utils/cookie_required

Failed page—Displays a page telling customers that cookies are required and instructing them to turn cookies on in their browser.

utils/create_

Create a New page—Displays a page that lets customers create an (which creates a record in the RightNow knowledge base) by entering name, , name, and email address.

utils/help_search

Search Tips page—Displays a page of search tips to help customers understand the best way to accomplish a search.

utils/_form

page—Displays a page that lets customers click a button to open the Create page or be sent an email containing their if they have forgotten it.

utils/sla_required

Permission Denied page—Displays a permission denied message if customers do not have a valid SLA (service level agreement).

utils/submit/ _changed

Change Succeeded page—Displays a message that a customer’s change was successful.

utils/submit/ profile_updated

Profile Update Succeeded page—Displays a message that the customer’s profile was successfully updated.

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Standard RightNow pages This section describes the standard template and set of pages for the RightNow Customer Portal. It contains figures to show what the page looks like to a customer as well as a wireframe of each page. This will begin to give you an understanding of the functionality and appearance of widgets and an appreciation for the kinds of things you can do when you customize your own pages and templates, covered in “Creating a template” on page 113 and “Creating a page” on page 116. Tip

For a step-by-step guide to configuring customer portal pages, refer to the RightNow Customer Portal Online Configuration Guide.

Template Several items that appear on each of the default pages are actually part of the template, which is applied to each page. This section shows a wireframe of the template, and the template elements then appear with gray shading on the wireframe for each page. The template includes the navigation tabs that let customers access other pages of the customer portal, the link on the upper right, the announcements text box, and the RightNow logo on the bottom right. Figure 17 is a wireframe of the default template for the RightNow Customer Portal pages.

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Template

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Figure 17: Standard RightNow Template Wireframe

NavigationTab widgets The navigation tabs across the top of the template are added using code that uses the format:

Each tab is defined by a separate line of code. In this code sample, rn:widget path identifies the location of the widget; in this case, the Navigation Tab widget is in the rightnow/ widgets/standard/navigation subfolder. Notice that you can specify the tab’s label, page link, pages on which the CSS class is changed, and tab index in the code that makes up the entire set of navigation tabs.

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Removing announcements and narrowing the page The Announcements box lets you customize information that is displayed to your customers on all pages of your customer portal. Using this widget, you can define the heading label and the HTML file that is displayed when the widget appears on the template. If you prefer to remove the announcements box from the standard template and narrow the page to accommodate the removal of announcements sidebar, use the following procedure.

To remove the Announcements box and narrow the page: 1 Edit the rn_standard.php file to remove the following lines of code:

2 Save the rn_standard.php file. 3 Edit the rn_basic.css style sheet (in the assets/css folder) to make the following changes: a Change the outer wrapper by changing line 204 from width:760px; to width:600px;

b Change the inner wrapper by changing line 218 from width:730px; to width:570px;

c Change the rn_nav width by changing line 232 from width:730px; to width:570px;

d Change the secondary wrapper by changing line 994 from width:730px; to width:570px;

4 Save the rn_basic.css file.

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Home page The Home page provides your customers with access to the main components in RightNow Service so they can quickly find the tools they need to answer their questions and receive immediate customer service. The default Home page offers the following features. • • • • •

Ability to search your knowledge base for answers List of the most popular answers viewed by customers to your web site section Link to the Ask a Question page Ability to submit site

Figure 18 shows the Home page as it appears to your customers when they access your site. A wireframe of the Home page is shown in Figure 19 on page 90.

Figure 18: Home Page

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Figure 19: Home Page Wireframe

Most Popular Answers report section When customers click an individual answer in the Most Popular Answers report on the Home page or in the Find Answers report on the Find Answers page, HTML answers open in the same browser window; customers can then click the browser’s Back button when they are finished to return to the report. If your knowledge base contains many URL answers and file attachment answers, you may prefer they open in a separate window. (A URL answer consists of a link to an external URL, while a file attachment answer offers a file attachment for customers to access when they view the answer.) If you want file attachment and URL type answers to open in a separate window when customers click an answer in the Most Popular Answers report on the Home page, change all the reports on the page from report ID 162 to report ID 171. (If you also want file attachment and URL type answers to open in a separate window when customers click an answer in the Find Answers report on the Find Answers page, change all reports on the page from report ID 166 to report ID 170.)

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Find Answers page The Find Answers page lets your customers use basic and advanced search methods to find a list of answers in your knowledge base that address their questions. The default Find Answers page offers the following features. • Ability to configure product and category drop-down menu options • Ability to control the information customers see when they view answers and specify what actions they can take (for example, printing and emailing answers and providing ) Figure 20 shows the Find Answers page as it appears to your customers when they access your site. A wireframe of the Find Answers page is shown in Figure 21 on page 93.

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Figure 20: Find Answers Page

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Figure 21: Find Answers Page Wireframe If you want file attachment and URL type answers to open in a separate window when customers click an answer in the Answers report on the Find Answers page, change all the reports on the page from report ID 166 to report ID 170. Note

If you customize the report used on the Find Answers page, you cannot delete the row_num column from the report. If you do, the page will not display as expected because the report is expecting the row_num column to exist.

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Note

If you change the default report (report ID 166, which is the Answers–Complex Expression Search Default) on the Find Answers page, you must also change the report in the End- Visible Answers Report field on the Interfaces editor of the RightNow Console. This communicates to the knowledge base what report is being used on the customer portal. Refer to the RightNow Manual for the procedure to change the answers report on the Interfaces editor.

Ask a Question page The Ask a Question page lets your customers submit questions to your customer group when they cannot find the information they are looking for. The default Ask a Question page lets you: • Require customers to view an answer or perform a search before submitting a question. • Allow customers to submit file attachments with their questions. • Set up business rules to automatically supply a preliminary response to customers’ questions before they are submitted. • Restrict access to the Ask a Question page to customers with an or an active SLA. (If customers are not logged in when they click Ask a Question, they will be required to first .) Figure 22 shows the Ask a Question page as it appears to logged-in customers. A wireframe of the Ask a Question page is shown in Figure 23 on page 96.

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Ask a Question page

Figure 22: Ask a Question Page

95

96


Figure 23: Ask a Question Page Wireframe

Ask a Question with email only The standard Ask a Question page requires that customers be logged in before they can submit a question on the page. However, you can configure the page so that all they need to do is enter their email address right on the Ask a Question page rather than having to first and then go to the page to submit a question. When a customer asks a question using their email address, RightNow checks to see if that email address is already in the knowledge base. If it is not, it creates a record and associates it to the incident that is created when a question is submitted. If the email address already exists but the customer is not logged in, the customer is not required to before

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asking the question; the incident that is created is associated with the customer. And if the customer is logged in when they open the Ask a Question page, the email field is already populated.

To allow questions with only the email address field: 1 Open the views/pages/ask_confirm.php file so you can remove the requirement. a Select _required="true" in the first line of code: Change the attribute to _required="false".

b c Save ask_confirm.php.

2 Open the views/pages/ask.php file to remove the requirement. a Select _required="true" in the first line of code:

b

Change the attribute to _required="false".

3 Now add the email address field to the Ask a Question page. Note

If you want, you can just add the line of code for the input widget, and you can place it anywhere you like on the page. The following steps add formatting that make the email address input field resemble the rest of the page and put it in a separate section near the top of the page.

a In the ask.php file, locate the following line of code:

<span class="rn_required">* #rn:msg:REQD_FIELD_MSG#

b Add the following code immediately below the line you located in step a:

#rn:msg:_INFO_LBL#

and end with

. On the default home.php file that has not been edited, these include lines 31 through 50. 2 Edit the /overview.php file. a Delete the following lines, which are lines 27 through 29 in the default file. This removes the Profile link from the page.

b Delete the following lines, which are lines 39 through 41 in the default file. This removes the Change link from the page.

#rn:msg:CHANGE_WD_LBL# 4r2r4y

3 Create a custom widget using the following steps. a Create a subfolder called PTA_MyStuff in the widgets/custom folder. Important You can name the subfolder whatever you want, but you must use only upper

and lowercase alphabetic characters and the underscore symbol. If you use numbers or other symbols, PHP errors may occur on the customer portal pages. b Create another subfolder in the directory you just added and call it MyStuffNav. The folder structure will be widgets/custom/PTA_MyStuff/MyStuffNav. c Copy the rightnow/widgets/standard/composite/MyStuffNav/view.php file into the subfolder you just created in step b. d Edit the view.php file to remove the lines that refer to the profile and change pages. When you are finished, the code for the file will be the following:

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link="/app//questions/list" pages="/questions/list, /questions/detail, /questions/update" />

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