CUSTOMER PORTAL MANUAL

August ’09

Configuring RightNow for the Customer Portal

Setting Up WebDAV and Dreamweaver

Creating Templates and Pages

Working with Widgets

Deploying Your RightNow Customer Portal

Migrating to the RightNow Customer Portal

RightNow Documentation
Administrators
Staff Members

Administrator Manual
Navigation Sets Staff Management Workspaces/Workflows Agent Scripting Customizable Menus Business Rules Custom Fields

User Manual
CTI Administration Screen Pop Contact Upload Add-Ins

RightNow Solution

System Configuration Communication Configuration Monetary Configuration Database Administration External Suppression List Multiple Interfaces Outlook Integration Configuration

Common Functionality Contacts Organizations Tasks Notifications CTI Outlook Integration

Administrators

Staff Members

Admins & Designers

Service Administrator Manual
Content Library Guided Assistance RightNow Wireless
RightNow Chat Configuration Service Level Agreements Offer Advisor Administration

Service User Manual
Incidents Answers RightNow Chat Cloud Monitor Offer Advisor Incident Archiving RightNow Wireless

Customer Portal
Configuring RightNow for Customer Portal Setting UP WebDAV and Dreamweaver Creating Templates and Pages Working with Widgets Deploying Customer Portal Migrating to Customer Portal

RightNow Service

Admins & Staff Sales Administrator and User Manual
Sales Processes Quote Templates Disconnected Access Configuration Opportunities Quotes Disconnected Access

Admins & Staff

Analytics Manual
Analytics Explorers Report Management Creating Basic Reports Custom Reports Dashboards Enterprise Analytics

RightNow Sales

RightNow Analytics

Staff Members

Staff Members

Marketing User Manual

Feedback User Manual

RightNow Marketing

Marketing Explorers Audiences Content Library Mailings Campaigns

RightNow Feedback

Feedback Explorers Audiences Content Library Questions Surveys

www.rightnow.com

RightNow® August ’09
Customer Portal Manual
August 21, 2009

Documentation. This documentation is © 1998–2009 RightNow Technologies, Inc. The documentation is provided under license, and is subject to change from time to time by RightNow, in its absolute discretion. Software Code. Except as provided hereafter1, the software code is © 1997–2009 RightNow Technologies, Inc. The software may be covered by one or more of the following patents issued by the United States Patent and Trademark Office: patent numbers 6,665,655; 6,434,550; 6,842,748; 6,850,949; 6,985,893; 6,141,658; 6,182,059; 6,278,996; 6,411,947; 6,438,547; and D454,139, or by the following patent issued by the United Kingdom Patent Office: patent number GB239791. Other patents are also pending. Trademarks. The following are trademarks of RightNow Technologies, Inc.: RightNow; Multiview Technology; ProServices; RightFit; RightNow Live; Locator; SmartConversion; SmartSense; RightNow Outbound; RightNow Service; RightNow Metrics; RightNow Marketing; RightNow Sales; RightNow Voice; RightPractices; RightStart; SmartAssistant; SmartAttribute Technology; Talk RightNow; Proactive; Proactive Customer Service; TopLine; Top Line Customer Service; iKnow; Salesnet, and RightNow Connect. Web address: http://rightnow.com Email address: info@rightnow.com

1.For a list of third-party software disclosure notices, refer to the back pages of the RightNow Administrator Manual.

Contents

1

Contents
Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Documentation conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . RightNow August ’09 documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview of the RightNow Customer Portal . . . . . . . . . . . . . . . . . . . . . . . Customer portal elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customer Portal Studio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Where to go next . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding RightNow functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . RightNow database and knowledge base . . . . . . . . . . . . . . . . . . . . . . . . . Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Message bases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Data dictionary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Common functionality on customer portal pages . . . . . . . . . . . . . . . . . . Understanding the customer portal file structure . . . . . . . . . . . . . . . . . . . . Folder structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Viewing customer portal files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . File naming conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring RightNow for the Customer Portal . . . . . . . . . . . . . . . . . Accessing the RightNow Customer Portal . . . . . . . . . . . . . . . . . . . . . . . . . Session definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Maintaining session data in links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring staff permissions for customer portal . . . . . . . . . . . . . . . . . . . Configuring customer portal settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring customer portal pages and settings . . . . . . . . . . . . . . . . . . . . . Configuring the Find Answers page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring answer solved count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Configuring search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Customizing search-field weighting. . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 7 9 9

Chapter 2

13 14 14 14 16 17 17 18 18 18 19 20 20 25 25 27 28 28 29 30 32 33 34 34 35 36

Chapter 3

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Using the default pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Configuring the My Notification Requests page . . . . . . . . . . . . . . . . . . . . . . . . 50 Configuring the My Questions page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Customer portal file structure . . . . . . . . . . . . . . . . . . . . 75 Logging in to RightNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Enabling search text feedback . . 40 Configuring topic words . . 70 Downloading and installing the extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Creating a Dreamweaver site . . . . . . . . . . . . . 73 Switching interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Configuring stopwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Configuring the Web Indexer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 Configuring the Ask a Question page . . . . . . . .2 Contents Enabling suggested searches. . . . . . . . 53 Using Sitemap . . . . . . . . . . . . 62 Chapter 4 Setting Up WebDAV and Dreamweaver . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Working on the Dreamweaver interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 RightNow toolbar . 69 Setting up Dreamweaver . . . . . . . . . . 46 Configuring privileged access. . . . . . . . . . . . . . . . . . . . . . . . . . 61 Enabling external searching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Configuring related answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Editing the aliases word list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Web Indexer overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Configuring the Answer page. . . . . . . . . 48 Configuring SmartAssistant suggested answers. . . . . . . . . 69 Viewing WebDAV logs . . . . . . . . 71 Updating the extension . . . . . . . . . . . . . . . . . . 52 Indexing web pages . . . . . . . . . . . . . . . . . . . . 55 Viewing the Web Indexer configuration log . . . . . . . . 65 Setting up a WebDAV connection . . . . . . . . . . . . 62 Converting the answers pages to use external searching. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Configuring the My Stuff pages . . . . . . . . . . . . . . . . . . . . 50 Configuring the Support Login page and customer portal security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . 119 Adding widgets to pages . . . . . . . . . . . . . . . . . . . . . . . 123 124 125 127 128 129 143 Chapter 6 . . . . . . . . . . . 113 Creating a page . . . . . . . . . . . 119 Adding message bases to pages. . . . . . . . . . . . . . . . . . . . . . . . . 116 Adding Flash elements to pages . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 My Overview page. . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Page meta tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview of widgets . . . . . . . . . . . . . . . Widgets page of the tag gallery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Standard RightNow widgets . . . . . . . . . . . . . . . . . . . . . . . . . 104 Business objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Navigating the widget folders . Searching for widgets. . . . . . . . 108 Viewing the About page . . . . . . . . 122 Working with Widgets . . . . . . . 81 RightNow page files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Ask a Question with email only. . 99 Page attributes and tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79 Chapter 5 Creating Templates and Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Ask a Question page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Support Home page. . . . . . . . . . . . 86 Template. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 Creating new content to use instead of message bases . . . . . . . . . . . . . . . . . . . . . . 112 Creating a template . . . 106 Setting the Development cookie. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Removing announcements and narrowing the page. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 Previewing templates and pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Standard RightNow pages . . . . . . . . . . . .Contents 3 Dreamweaver site management . . . . . . . . . . . . . . . . . . . . . . . 103 Page tags . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 RightNow Tag Gallery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Customizing message bases . . . . . . . . . . . . . . . . . . . 89 Find Answers page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Deprecated widgets . . . . . . .

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195 Chapter 8 Appendix A . 168 Migrating to the RightNow Customer Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Replicating configuration setting functionality . . . . 194 CodeIgniter Open Source Web Application Framework . . . . . . . 146 Widget attributes. . . . . . . . . . . . 155 KnowledgeSyndication widget . . . . . . . . 169 URL mapping . . . . . 146 Widget files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154 Syndicated widgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Incident file attachments . . . 190 Customer portal configuration settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 ProactiveChat widget . . . . . . . . . 158 Creating custom rules for the ProactiveChat widget. . . . . . . . . . . . . . . . 160 Chapter 7 Deploying Your RightNow Customer Portal . . . . . . . . . . . . . . . . . . 172 Pass-through authentication . . . . . . . . 189 Finalizing pass-through authentication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Editing the syndicated widgets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146 Reports in widget attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184 Implementing customer logout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Viewing deployment logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Deployment overview . . . . . . . . . . . . . . 193 Developer libraries . . . . . . . . . .4 Contents Deprecated widgets in use . . 153 Customizing widgets . . . . . . . . . . . . . . . . . . . . 167 Reverting to the previous deployment. . . . . . . . . . 150 Modifying the number of answers displayed on a page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192 Developer Resources for the Customer Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Migrating pages with Flash elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144 Working with widgets . . . . . . . . . . . . . . . . . . . . . 159 Reports for the ProactiveChat widget . . . . . . . . . . . . . . . . . . . . . . . . . . 190 Other migration information. . . . . . . . . . . . . . . . 194 Additional developer libraries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149 Modifying reports used in widgets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194 Yahoo! User Interface (YUI) Library. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

. . . . . . . . . . . . . . . . . . . Widget files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .js. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Loading helpers and libraries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Constructing the widget . . . . view. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . Controllers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 241 . . . . Getting the data . . . . . . . . . . . Maintaining session data in links . . . . . . . . . . . . . . . . . . . . . . . . . 203 RightNow Glossary . . . . Widget CSS files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . logic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Modification of cookie information . . . . . . . Calls to PHP functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .php . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .php. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .Contents 5 RightNow Customer Portal framework. . . . . . . . . . . . controller. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Models . . . . . . . . . . . . . . . . . . . . . . . . . . . . Appendix B 195 195 195 195 196 196 198 198 198 198 198 199 199 199 200 200 200 201 Widget Folders for the Customer Portal. . . Changing font sizes in CSS files . . . . . . . . . . . . . . . . . . . . . . Front controller modifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . MVC design pattern. . . .

6 Contents .

this chapter contains a discussion about the RightNow Customer Portal file structure. content manager. ask a question. Additionally. web site designer.About this manual 7 1 Introduction Your organization’s customer portal is the portion of your web site devoted to customer support. templates. follow up on previously asked questions.rightnow. and any other staff member responsible for configuring and maintaining the RightNow Customer Portal. Also included is an overview of RightNow functionality for designers and developers who may not be familiar with the RightNow application. subscribe to answers about specific products and categories. Refer to the RightNow Administrator Manual manual for an overview of the administration and configuration procedures for those areas common to all RightNow products. developer. and. and widgets. Chapter 2. if RightNow Chat is enabled. refer to the RightNow Classic and November ’07 End-User Interface Manual for information about configuring those interfaces. Note If you have upgraded to RightNow August ’09 and plan to continue using either the Classic or November ’07 end-user interface instead of the customer portal. . The RightNow Developer Community contains general information about the customer portal as well as a forum for sharing information with other RightNow customers. Log in to the Developer Community at http://community. The customer portal allows your customers to find answers to their questions in your knowledge base. About this manual This manual is intended for the RightNow administrator.com/developer/. Refer to the RightNow Service Administrator Manual for an overview of administering and configuring RightNow Service. request a chat session. provide feedback about a specific answer or the site in general. Overview—Contains a description of the RightNow Customer Portal and the framework used to create and customize pages.

the model-view-controller design pattern used by the RightNow Customer Portal. pass-through authentication. This chapter lists all standard widgets and describes how to copy standard widgets to create custom widgets. Configuring RightNow for the Customer Portal—Describes the procedures for configuring your RightNow application for use with the customer portal. and maintaining session data in links. Chapter 7. view. including procedures to set up a WebDAV connection. Chapter 6. This chapter also discusses page customization and provides an overview of the RightNow Tag Gallery. download and install the RightNow Dreamweaver extension. calls to PHP functions. Deploying Your RightNow Customer Portal—Contains the procedure to deploy your development site into production to make your RightNow Customer Portal available to your customers. and logic files that make up a widget. and how to replicate end-user functionality previously specified through configuration settings in the customer portal. Developer Resources for the Customer Portal—Contains discussions about developer libraries. standard page configuration. Widget Folders for the Customer Portal—Contains an alphabetic list of standard RightNow widgets with the folders where they can be located. including staff profile permissions. and set up a Dreamweaver interface. Chapter 1 . Chapter 5. Setting Up WebDAV and Dreamweaver—Describes the one-time setup required to use the RightNow Customer Portal. Working with Widgets—Identifies the elements of a widget and describes how to edit the attributes of a widget in Dreamweaver and text editors. Appendix B. the controller. Chapter 8. Creating Templates and Pages—Provides an overview of the standard pages included as part of the RightNow Customer Portal and describes how to edit templates and pages.8 Introduction Chapter 3. Chapter 4. Migrating to the RightNow Customer Portal—Contains procedures for migrating the end-user interface from earlier versions of RightNow to the RightNow Customer Portal. configuration settings. changing font sizes in CSS files. Appendix A. and web indexing. This chapter includes information about URL mapping.

RightNow Feedback. you will notice certain conventions used to convey information. RightNow Marketing. administer. This manual addresses navigation sets. Indicates the multiple selections necessary to access an option or action from a tiered menu. guides.com/ RightNow Common>CTI>General> CTI_ENABLED Description Indicates variable information specific to your RightNow application. beginning with the category and ending with the specific configuration setting or message base. or file until you fill in all required fields. and close files. report. Indicates that more than one key must be pressed simultaneously to perform an action. Convention <angle brackets> as in: http://<your_site>. RightNow Administrator Manual—Contains procedures for configuring options common to RightNow Service. and documents to help you install. To help you become familiar with these conventions. Note: In RightNow.Documentation conventions 9 Documentation conventions As you work with RightNow documentation. RightNow Marketing™. required fields are flagged with an asterisk. and RightNow Sales™. or the field name appears in red text. or both. Indicates the path to access a configuration setting or message base. RightNow Feedback™. Note: Keyboard keys are set in bold type in the documentation for highlighting purposes. staff management. Our documentation is written for users 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. including RightNow Service™. agent . Click the Application button and select Help> Help Contents Asterisk (*) preceding field names in tables Key combinations such as: Ctrl+Shift+Tab Ctrl+f RightNow August ’09 documentation RightNow Technologies offers manuals. and use RightNow products. You cannot save a record. workspaces. save. and RightNow Sales. the following table contains examples and descriptions of the conventions used. Indicates that the field is required.custhelp. workflows.

Also included are descriptions of the elements used to build custom reports and dashboards. images. Offer Advisor.10 Introduction scripting. business rules. including generating standard reports and creating custom reports and dashboards. mailings. Offer Advisor. CTI (computer telephony integration). Procedures for sales staff members include working with opportunities. This manual addresses incidents. audiences. editing. and add-ins. service level agreements. the external suppression list. RightNow User Manual—Contains procedures common to all staff members. and surveys. This manual addresses common functionality that applies across products. color schemes. and campaigns. RightNow Feedback User Manual—Contains procedures for all staff members working with RightNow Feedback. shortcut keys. This manual addresses standard text and variables in the content library. RightNow Chat. and SmartSense. answers. cloud monitoring. This manual also contains information about and procedures for using Enterprise Analytics. RightNow Service Administrator Manual—Contains procedures for configuring RightNow Service. including styles. the content library. questions. This manual addresses Feedback explorers. guided assistance. Outlook integration configuration. communication configuration. database administration. plus contact and organization records. and text fields. the content library. system configuration. Outlook integration. and widgets. RightNow Customer Portal Manual—Contains a description of the RightNow Customer Portal and the framework used to create and customize pages. Procedures for the RightNow administrator include adding sales process options and quote templates and configuring disconnected access. and RightNow Wireless. and RightNow Wireless. RightNow Marketing User Manual—Contains procedures for staff members working with RightNow Marketing. audiences. Chapter 1 . RightNow Chat. and deploying the RightNow Customer Portal. incident archiving. custom fields. templates. RightNow Analytics Manual—Contains procedures for working with RightNow Analytics. quotes. and sales representatives. notifications. and disconnected access. RightNow Service User Manual—Contains procedures for customer service agents working in RightNow Service. RightNow Sales Administrator and User Manual—Contains procedures for the RightNow administrator and all staff members working with RightNow Sales. contact upload. screen pops. chart styles. This manual addresses Marketing explorers. Indepth descriptions of all customer portal elements are also included as well as procedures for creating. CTI (computer telephony integration) configuration. monetary configuration. including customer service agents. marketing personnel. customizable menus and product linking. tasks. multiple interfaces.

RightNow Marketing. RightNow XML API Manual—Contains procedures for using the XML API to integrate the RightNow knowledge base with external systems. and RightNow Sales. RightNow Marketing. anyone implementing RightNow Voice. RightNow Made Easy: A User’s How-To Guide—Contains the basic procedures for tasks that staff members perform on a regular or daily basis.RightNow August ’09 documentation 11 RightNow Made Easy: An Administrator’s How-To Guide—Contains basic procedures for the RightNow administrator to configure all common areas in RightNow and all RightNow products. customer service agents. This streamlined how-to guide gives administrators the basic steps to set up and configure all areas in RightNow. and staff members who are responsible for managing the software (on behalf of an organization or for their own organization) after implementation. and RightNow Sales. including RightNow Service.5 and subsequent versions to RightNow August ’09. RightNow Feedback. This manual is intended for organizations who offer RightNow Voice or are considering this selfservice solution. data mining. marketing personnel. The user’s how-to guide combines several RightNow user manuals into one easy-to-use resource. 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. one task at a time. With how-to instructions for each RightNow product. 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 Feedback. and sales representatives can quickly and efficiently complete routine tasks as they work with customers and prospects. . RightNow Smart Conversion Guide—Contains procedures for upgrading from RightNow CRM 7. RightNow Voice Manual—Contains general information about the applications that comprise RightNow Voice as well as implementation information for each Voice application. and data reporting systems. including help desks. RightNow HMS Guide—Contains upgrade instructions for customers hosted by RightNow Technologies. and complements the array of published RightNow manuals and documentation.

12 Introduction RightNow Pass-Through Authentication Guide—Contains procedures for integrating RightNow Service with an external customer validation source to allow your customers to automatically log in to RightNow Service from an external web page. Contact your RightNow account manager to obtain this manual.rightnow. Chapter 1 .com/customer/documentation. Tip For a comprehensive list of all RightNow documentation. refer to http://community.

and request a chat session if RightNow Chat is enabled. • 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. These include a knowledge base of common answers. By adding RightNow elements to the page. You can add and edit widgets. and customize pages using either Dreamweaver or a WebDAV connection to quickly and consistently configure your site. the developer framework that is part of the RightNow Customer Portal. Also included is information that directs administrators. and many other features that can be incorporated into your customer portal. Customer portal site management tools enhance the experience by allowing uploading and deployment of your site. Refer to page 20. ask questions. and developers to the specific areas that will be the most helpful to them. modify templates. Adding RightNow functionality to your web site is easy with the Customer Portal Studio. The RightNow application offers a wide variety of tools to enhance your customer’s web experience. it also lets you create new pages that incorporate RightNow functionality into your customer web site. provide feedback. Refer to page 17. a database of customer information. Refer to page 14. manage their customer account. This section also includes the procedure to access customer portal files through a URL and information about customer portal file naming conventions. including a detailed description of the development folder. your customers can query the knowledge base for answers. In this chapter • Overview of the RightNow Customer Portal—Provides an overview of the elements that comprise the RightNow Customer Portal. • Understanding the customer portal file structure—Describes the main folders of the RightNow Customer Portal. designers.13 2 Overview The RightNow Customer Portal lets you customize the standard pages that are included with the RightNow application. search and feedback tools. .

widgets. widgets. In addition to pages. it can also communicate with the server through AJAX requests. pages. widgets. or other elements that perform a specific task. Widgets are used to provide specific functionality when you place them on a page or template. message bases. • Templates. pages. change page layout and functionality. Customer Portal Studio The RightNow Customer Portal uses a development framework. Widgets can be buttons. and assets that take advantage of the customer support tools offered by RightNow Service. You can integrate your current web site with RightNow elements. called the Customer Portal Studio. videos. and the other RightNow elements. and use tools to construct and maintain your web site. reports. and other rich web media. pages. you can add your own content to the assets folders for all additional files such as HTML. widgets. A widget is a collection of files that can access the RightNow database and communicate with other widgets through events. and message bases. and other tags—You can access this set of files through a WebDAV connection. You can quickly and completely brand your web site. Customer portal elements The customer portal consists of templates. Dreamweaver extensibility. Chapter 2 .14 Overview Overview of the RightNow Customer Portal You want your customers to have positive experiences when they visit your web site. the Customer Portal Studio includes WebDAV. and widgets. site administration tools. Besides creating and editing templates. and developer libraries. you can manage it the same way you manage the rest of your web site. create customer experiences specific to your business practices. pages. such as templates. which means you need to manage your web presence in an efficient and proactive manner. that provides optimal customization of support pages. You can apply the default template to your pages or you can create custom templates and pages. and JavaScript files. a tag gallery. images. CSS. you can also use Adobe Dreamweaver to work with the files. It contains a set of default pages and tools that let your customers access the RightNow knowledge base. Because the RightNow Customer Portal is a subset of your organization’s web site. fields.

provides additional page information. • Developer libraries—The RightNow Customer Portal uses open source developer libraries and frameworks. maintains information about all custom widgets you have created.” on page 193. and then deploy them through the RightNow application. “Developer Resources for the Customer Portal. • Clickstream reports—Reports that use RightNow Customer Portal clickstream data are part of the RightNow Customer Portal. The client side of the customer portal uses the Yahoo! User Interface Library. For information about these libraries. refer to Appendix A. Customer portal files are written with PHP scripting language. On the server side. WebDAV is integrated into Dreamweaver to download. and events. The tag gallery lets you modify a widget’s code and then preview the changes. It also provides information about supported tags. You can drag and drop files and copy and paste them to upload multiple files simultaneously to the remote server. Only staff members with site administration permission can deploy the production site. such as message bases. and RightNow variables. through WebDAV. edit. upload them to the server. controller class. This production folder can only be viewed. not edited. Instead. files on the remote server are organized and managed using a Windows-style folder and tree structure. you make your changes to files in the development folder. and upload files to and from the RightNow server through Dreamweaver site management tools.Customer Portal Studio 15 • WebDAV protocol for file access—WebDAV allows you to work on your workstation with files that reside on the RightNow server. displays customer portal logs. CodeIgniter provides a set of libraries for common tasks in a simple PHP toolkit that minimizes the amount of code required for specific tasks. . attributes. a set of JavaScript utilities and controls that also includes several core CSS resources. including default code. path information. and lets you download the Dreamweaver extension. • Site administration—Your site contains a folder for all production files used to render your web site. • Tag gallery—The RightNow Tag Gallery is a reference site that provides information about all standard RightNow widgets. • 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. metadata. URL parameters. page content.

 “Creating Templates and Pages” on page 81 shows you how to create and edit templates and pages and add elements to each.16 Overview Where to go next Where you go next depends on how you will be working with the customer portal. • RightNow administrators—Refer to the following sections. • Web site designers—Refer to the following sections. and logging in to RightNow. Chapter 2 .  “Creating Templates and Pages” on page 81 shows you how to create and edit templates and pages and add elements to each. defines their attributes.  “Standard RightNow pages” on page 86 provides an introduction to the code associated with the standard customer portal pages.  “Understanding the customer portal file structure” on page 20 outlines the file structure for working with RightNow Customer Portal files. creating a Dreamweaver site.  “Working with Widgets” on page 123 describes the standard RightNow widgets. and contains the procedure for creating custom widgets.  “Standard RightNow widgets” on page 129 describes what each widget does and why you might want to add them to your web site.  “Understanding RightNow functionality” on page 17 describes the RightNow features that are available when designing your web site.  “Setting up Dreamweaver” on page 70 describes the procedures for installing the Dreamweaver extension. switching interfaces.  “Understanding the customer portal file structure” on page 20 outlines the file structure for working with RightNow Customer Portal files.  “Understanding RightNow functionality” on page 17 describes the RightNow features that are available when designing your web site.  “Deploying Your RightNow Customer Portal” on page 165 walks you through the process of deploying the development pages to your production site. • Developers—Refer to the following sections.  “Configuring staff permissions for customer portal” on page 30 contains information about configuring staff account profiles for WebDAV and site deployment permissions.

The contact record includes information about any support issues or questions the customer has submitted as well as any other information your organization gathers. RightNow database and knowledge base The RightNow knowledge base is the term used to describe how information in the database is presented to staff members and customers. Although working on your development site leaves the files on your current production site untouched until deployment. email address. 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. Whether your organization calls them FAQs.Understanding RightNow functionality 17 Understanding RightNow functionality If you are not a RightNow administrator or have not previously worked with the RightNow application. . and phone number. Answers Answers are the heart of your knowledge base. You will use the RightNow database to create widgets and add elements on the customer portal pages. such as name. Contacts The RightNow knowledge base contains informations about your customers. it is the information staff members see on the RightNow application and customers see on the customer portal pages. 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. this section provides a brief overview of the functionality you can use to create your organization’s web site. 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. or something else. such as age or birth date. Each customer has a contact record with basic information. The knowledge base is the meaningful presentation of information built from the data that exists in the database. If this is a concern. you can request a cloned site from RightNow Technologies. Your customers use the RightNow Customer Portal to search for answers to their questions or to submit new questions to your support group. help topics. an answer is the information in the RightNow knowledge base that provides a solution to a common customer support question.

the RightNow Customer Portal displays a list of answers—a report—that filters all answers and returns only those that match the search terms. 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. That is. labels. 2 Double-click Data Dictionary under Database Administration. Refer to “Business objects” on page 106. RightNow offers a full range of standard reports. when a customer enters search terms. The list of answers that are returned when a customer conducts a search is a report that is filtered for the search terms that were entered. contacts. 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. refer to “Adding message bases to pages” on page 120. and other text on the RightNow Customer Portal. and the customer portal page will automatically display the text of the message base. To open the data dictionary: 1 Click the Common Configuration button on the navigation pane. buttons.18 Overview Reports A report is simply a list of records. For information about adding message bases to customer portal pages. Use the data dictionary to select a table and find the name of the columns in each table. Customer portal reports are listed on the RightNow Console in the Reports explorer under Public Reports\Service\Site Reports\Customer Portal. You can reference a message base by its standard name in a line of code. Chapter 2 . Message bases A message base is an editable text string that allows international language support and customization of headings. and incidents tables. you can also create custom reports from scratch or you can copy and customize standard reports to display the information you want.

Common functionality on customer portal pages 19 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. • • • • • • • • • • • • • • • • • • • • • • • • Display login 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 log in to the customer portal Require passwords 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 feedback Include search and sort options for searching the knowledge base Request feedback on answers using a rating scale and ask for more information if the feedback 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 account Define the information customers must enter when creating an account 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 . 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.

or widgets. video. CodeIgniter. config. This section describes the files. widgets. You can modify these files and evaluate your changes without deploying your site until you are satisfied with your changes. Files can include CSS. • RightNow files—The default files in the rightnow folder are read-only files that contain the original pages. which uses its own WebDAV protocol for site management and configuration. you can copy the corresponding default file and paste it in the development folder to revert to the original version. logs. templates. production. and widgets. and subfolders in the structure. Folder structure The RightNow Customer Portal file structure contains these top-level folders: assets. • Development files—The development files in the development folder are private and cannot be viewed by your customers. The RightNow Customer Portal contains three versions of each customer portal file. this page set is the reference implementation. images. and other assets used to create your web site are available through WebDAV. and execute files and add folders within the assets folder. The assets folder The assets folder contains all web assets that are not templates. and rightnow. development.20 Overview Understanding the customer portal file structure All templates. Note If you use special characters in any PHP file. You can set up a WebDAV connection to upload and download files and then use any text editor you want to create and edit customer portal files. they can be viewed by visitors to your web site. pages. edit. pages. you must use a text editor that lets you save the file with UTF-8 encoding. and other rich web media. If you do not want to keep a change you made to development files. • Production files—The production files in the production folder are deployed from the development site. In addition to the announcements. folders. css. remove. You can add. Chapter 2 . or you can use Dreamweaver. JavaScript. After deployment.

including helpers. You can edit this file to display whatever information you want. Even if you do not deploy your development pages. 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. splash.Folder structure 21 and images subfolders. Note The assets folder is shared by the development and production files. If you make changes to any of the assets and then decide to revert to the standard assets. and libraries subfolders. Likewise. For example. the change will appear on your production site even before you deploy. The config folder The config folder contains a single file. the assets folder includes a default subfolder that contains default versions of the asset files provided by RightNow. which is a splash screen displayed to customers when your site is being upgraded. The CodeIgniter folder The CodeIgniter folder contains the CodeIgniter framework source. your work on the customer portal may affect the look and function of your production pages.html. language. the change will be visible to your customers. these files are read-only. if you modify a message base that is used by production pages. . you can copy them from the default subfolder. if production pages call a file in the assets folder and you modify that file.

rightnow. If you decide to do this.php. This is your working folder. • config—Contains two files: hooks. • controllers—Contains a custom controller file. this ensures that your production site will function as you intend it to. 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. however. You cannot delete or rename this file. which redirects page requests and defines parameter mapping. you can also create files that you upload to the server along with your edited files. • helpers—Contains the sample_helper. be sure you are in the production mode on the cloned site when you run your final tests. refer to “URL mapping” on page 170. those files will be visible to your customers even before you deploy your development pages.php. you can request a cloned site from RightNow Technologies. For information about loading helpers. Chapter 2 .php. For information about mapping. refer to “Loading helpers” on page 200. you must understand that your work on the development files has the potential to modify your production database. modify. For information about hooks. files in the assets folder are shared between the development and production pages. and widgets for developing the web site. and mapping. • errors—Contains several PHP scripts used to display customized error pages. The development folder contains the following subfolders.php. ajaxCustom.com/ developer/. refer to the Developer Community at http://community.22 Overview The development folder The development folder contains all templates.php file and can be used for storing PHP utility function files.php. 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. or delete them. If this is a concern. you may add other controller files to the controllers folder. if you change files that are currently accessed by your production pages. pages. where you can view. which lets you define a PHP array of functions that will be executed before and after the API calls of your choice. which provides sample code that you can edit. Additionally. You move files from this folder to your workstation. 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.

refer to “Standard RightNow pages” on page 86. refer to “RightNow Customer Portal framework” on page 195. “Working with Widgets. • models—Contains PHP classes used only for database interaction. The standard. you must load custom models into the CodeIgniter system. which you can edit. autoload.js. each widget folder contains the files that comprise the widget. For information about the model-view-controller design pattern. you cannot delete or rename this file. and view files you can modify to create your own widgets. and the other displays the answer as it appears when the Quick Preview tab is clicked. 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.js file will be loaded on every page only if you have added content to the file. The custom subfolder contains a sample model and any models you create. 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. One file displays the answer as it appears when the Preview button is clicked.  templates—Contains templates you can use for the RightNow Customer Portal.  admin—Contains the pages used to display answers on the RightNow administration interface (where they are formatted to appear as they will on the customer portal pages). The custom/sample subfolder contains a sample widget with controller. . • widgets—Contains a folder for custom widgets. The standard. refer to Chapter 6. For information about loading libraries. read-only models that you can use for reference are found in rightnow/models/standard. • views—Contains all display-only files that do not contain logic. and update database information. insert. refer to “Loading libraries” on page 201. including the standard RightNow Customer Portal template as well as one for pages with no styling.php file and can be used for storing singleton PHP class files.  pages—Contains all the pages for the RightNow Customer Portal.” on page 123. logic. For information about widgets. The model classes help you retrieve. • libraries—Contains the SampleLibrary. For information about the main default customer portal pages in the reference implementation.Folder structure 23 • javascript—Contains a single javascript file.

• source—Contains an original non-optimized compiled copy of the production code that can be used to create the production site. No files in this folder can be edited or deleted. models. • optimized—Contains the compiled. config. and a debugging message. This is a read-only folder. active code that is executed to generate each page of your customer portal. controllers. If you need to replace any of the standard files you have edited.24 Overview The logs folder The logs folder contains log entries that detail when the entry was created. and widgets. The following additional subfolders also contain PHP and JavaScript files used by the default pages. and widgets (and may be used by any customized files too): classes. These files use a . 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. 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.000 characters will be truncated automatically. Any log file that is larger than the maximum allowable size of 50. The rightnow folder The rightnow folder contains the code for default pages and templates in the views subfolder. each of which mirrors the folder structure and files in the development folder. Note This folder does not exist until after you have deployed your site the first time. syndicated_ widgets. you can copy them from WebDAV. • backup—Contains the original source code from the previous deployment. The production folder The production folder contains the following subfolders. scripts. templates. and you cannot add or delete files or create folders in the production folder. If you want to save log files for more than a day. middlelayer.tr extension and will be saved for one day. javascript. Chapter 2 . these files are read-only from WebDAV. the file and line it originated from. Although the structure of the production subfolders is the same as that of the development folder. The only way to promote files from development to production is through the Customer Portal Deployment Utility in the RightNow application by staff members who have the appropriate permission.

Additionally. . so a mix of upper and lowercase characters is allowed but ignored. local and remote files are displayed in the Files panel when Dreamweaver is open. Paths are case insensitive. you will be asked if you want to open or save the file. File naming conventions When you name custom files for the customer portal. and then uploading them back to the server. 2 Click the euf link to display the WebDAV folders. we recommend downloading files to your local workstation. you can use upper and lowercase alphanumeric characters and the underscore. you will be asked for your RightNow user name and password. Important Although you can edit files directly on the server. To view files from a URL: 1 In a web browser. 3 Click the folder you want to display files for and continue drilling down through subfolders to display the file you want. Valid file names begin with a letter or an underscore and are followed by zero or more alphanumeric or underscore characters. Note If you have not already logged on to the WebDAV site. When you click an individual file name. making your changes locally. the WebDAV client in an English version of Windows does not handle file names that contain multi-byte characters.Viewing customer portal files 25 Viewing customer portal files If you are using Dreamweaver. The Index Of window opens. To view files with the WebDAV connection when you are not using Dreamweaver. type http://<your_site>/dav. use the following procedure.

26 Overview Chapter 2 .

standard pages. Refer to page 28. This chapter describes how to use the RightNow Console to configure these administrative aspects of the RightNow Customer Portal. pages. My Stuff. Refer to page 53. other configuration occurs within the RightNow application using the administration interface. Most of this configuration is accomplished by editing the PHP and JavaScript files that comprise the customer portal. you can refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community. However. Ask a Question. and web indexing. Note For step-by-step instructions for configuring your customer portal. Refer to page 30. including the Find Answers. Refer to page 33. Answer. including staff profile permissions. • Indexing web pages—Contains information about indexing web pages and procedures to configure the Web Indexer and enable external searching.27 3 Configuring RightNow for the Customer Portal The RightNow Customer Portal gives you complete flexibility in creating templates. Login. • Configuring customer portal pages and settings—Describes how to configure components of the customer portal. and widgets that meet the needs of your organization. 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 administration interface. • Configuring customer portal settings—Contains a list of customer portal configuration settings and their functions. • Session definition—Provides the definition of a customer session on the customer portal. • Configuring staff permissions for customer portal—Contains the procedure to edit account profiles for staff members requiring WebDAV and customer portal site administration permissions. Refer to page 28. . Refer to page 32. configuration settings. and My Overview.

a new session begins for billing purposes. A session ends when any of the following situations occur. To access the RightNow Customer Portal through a URL: Launch your web browser and type the following URL. a new session does not begin. If the pages are development pages. there will be a Customer Portal Development Area header at the top of the page. the pages are your production customer portal pages. A session begins when a customer navigates to a customer portal page through a browser. Chapter 3 . For information about setting the cookie. you might be looking at the development pages or your production site. refer to “To set the Development cookie for viewing development pages:” on page 108. • The customer closes the browser and all browser instances associated to the session. Note If the customer already has an active session open. or you can select it from the application menu on the RightNow Console. http://[your_site]/app To access the RightNow Customer Portal from the administration interface: Click the Application button and select Links>[your_site]>End-user. • Fifteen minutes elapse from the start of the session. This opens the Support Home page. Session definition A session is a period of time a customer spends on your support site. if the header is not present.28 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. Note Depending on how the cookie was set on the RightNow Customer Portal Administration site. The customer is not aware of the change in sessions. Note When a session ends after fifteen minutes and a customer is still interacting with the customer portal pages.

If you are using a widget. if cookies are disabled (either because you have set CP_COOKIES_ENABLED to No or the customer’s browser has disabled them). you must also pass this session information by adding #rn:session# at the end of each page URL. session data can be lost.session Note If cookies are enabled. a URL is used to pass session and profile information through the application. the variable should contain the string to append to the URL. You can prevent this by editing the link in one of the following ways to maintain session data when cookies are turned off. for example: link . However. If cookies are disabled. When you generate new links to custom pages. To prevent this from occurring. session information from cookies is automatically appended. . Within all links on the standard RightNow customer portal pages and widgets. you can create a variable: $data['js']['session'] = sessionParm() Then reference the variable in the logic file as: link + data. "/session/L3NpZC9mMU9ERGRhag==". Additionally. and your organization will be charged for each session. for example. this variable will be blank.Maintaining session data in links 29 • The customer’s browser has cookies disabled and the customer leaves the customer portal pages. you must make changes to maintain the session data in links. they will be logged out each time they click a link that does not pass the session information. • Your RightNow application is not configured to set cookies (that is. if the customer is logged in.= sessionParm() • JavaScript links— Send the result of this function into the JavaScript and append it to the link. customers will gen- erate a new session ID every time they click a link.js. Important If you do not add the tag to a link and cookies are disabled. • php links—Add sessionParm( ) to the end of your link. Maintaining session data in links If a customer’s browser does not have cookies enabled and the customer clicks a link on a page. CP_COOKIES_ ENABLED is set to No) and the customer leaves the customer portal pages.

30 Configuring RightNow for the Customer Portal Configuring staff permissions for customer portal Before staff members can use the WebDAV protocol and manage the RightNow Customer Portal site. 2 Click the Common Configuration button on the navigation pane. their profiles must be configured to allow those permissions. Chapter 3 . 3 Double-click Account Profiles under Staff Management. To set up a staff profile for customer portal permissions: 1 Log in to the RightNow application. Follow these steps to change your profile and the profiles for staff members who will be working with the customer portal. 4 Right-click the profile associated with the staff account you want to grant permissions to and select Edit Profile.

Configuring staff permissions for customer portal 31 Figure 1: Setting Customer Portal Profile Permissions 5 Select the Transient Login check box. This allows staff members with the profile to access the customer portal file structure. such as WebDAV and Dreamweaver. and the RightNow Customer Portal Administration site. 8 Click the Save button. 6 Select the CP Deploy check box. This allows staff members with the profile to be logged in through multiple entry points. This allows staff members with the profile to promote the development site to production status. 7 Select the WebDAV/CP Administration check box. the RightNow Tag Gallery. .

32 Configuring RightNow for the Customer Portal Configuring customer portal settings In addition to the configuration settings for the specific features of the various customer portal pages. define cookie expiration. use the information in Table 1 to make changes. Specify the URL for displaying answer details on the customer portal. Specify the URL for generating the incident link included in incident responses. Use this setting… CP_ACCOUNT_ASSIST_URL CP_ANS_NOTIF_UNSUB_URL CP_ANSWERS_DETAIL_URL CP_CHAT_URL CP_HOME_URL CP_INCIDENT_RESPONSE_ URL CP_LOGIN_URL Chapter 3 . 2 Click the Common Configuration button on the navigation pane. Table 1: Customer Portal Configuration Settings To… Specify the URL for the page that lets customers request their user name to be emailed to them or their password to be reset. Specify the URL for unsubscribing from an email notification. Specify the URL for logging in to the customer portal. These settings allow you to specify URLs for various customer portal windows. validate email formats. 3 Double-click Settings under System Configuration. Click the Update button after each change. To configure customer portal settings: 1 Log in to the RightNow application. and specify other functionality. 5 To change any of the default customer portal configuration settings. there are a handful of settings for configuring common customer portal features. The content pane displays the Configuration Editor. Specify the URL for the customer portal home page. Specify the URL for initiating a chat on the customer portal. 4 Select RightNow User Interface and scroll down to the section titled Customer Portal to display the configuration settings.

Define whether the customer portal will try to set cookies on customer browsers. Specify the time in minutes before the customer portal login cookie expires. or European (day. month. . This section describes these configuration settings. year). and widgets. However. Japanese (year. pages. Use this setting… CP_WEBSEARCH_DETAIL_ URL CP_COOKIES_ENABLED CP_LOGIN_COOKIE_EXP CP_LOGIN_COOKIE_REQ DE_VALID_EMAIL_PATTERN EU_FA_NEW_WIN_TYPES EU_SLA_VISIBLE DTF_INPUT_DATE_ORDER WIDGET_INSTALLATION_ HOSTS 6 Click the Commit and Exit button to save changes to the configuration settings. Validate the format of contacts’ email addresses. there are also some general configuration settings that control the functionality of the customer portal pages. Set the order for inputting dates by English (month.Configuring customer portal pages and settings 33 Table 1: Customer Portal Configuration Settings (Continued) To… Specify the URL for displaying the answer details page when external searching is used on the customer portal. day). year) format. Specify a regular expression to apply to the MIME content type of file attachments. day. Configuring customer portal pages and settings Configuring the customer portal requires configuring the specific components of each page by editing templates. Specify whether the customer’s browser must accept cookies before the customer can log in. Show SLA information on the customer portal and in emails. Define what external hosts can install syndicated widgets. month.

or click an individual answer to view details.34 Configuring RightNow for the Customer Portal Configuring the Find Answers page By default. and agent solved counts account for 25 percent. Table 2 describes the settings you can use to configure the Find Answers page. but the links will be active when the individual answer is displayed. When a customer views an answer. The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customer’s question. Use this setting… ANS_AND_SEARCH ANS_PRV_ENABLED 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. Implicit ratings are gathered as customers view answers. For each answer. Note Answers containing links to other answers will not display the links as active on the Find Answers page. the solved count increases. page through the list of answers. customers can answer “How well did this answer your question?” to explicitly rate an answer’s usefulness. Chapter 3 . Explicit ratings are based on ratings that customers submit for that answer. If the customer continues to view other answers. (Refer to “Configuring answer solved count” on page 34. the Find Answers page displays a list of the answers that have the highest solved count. Table 2: Find Answers Page Configuration To… Specify whether searches use a default AND or OR. customers can search using the menus and search text. solved counts from the customer portal account for 75 percent of an answer’s score.) To find additional answers. Set the maximum year when searching for a date in a drop-down menu. Both long-term and short-term solved counts are used to calculate the score. so answers viewed early in a session have the smallest solved count increase. This feature compiles both implicit and explicit data based on how customers use your site. By default. the solved count of the first answer is decreased. Enable privileged access to answers.

Configuring the Find Answers page 35 Over time. One way is by specifying a threshold. the results can be truncated. In addition. . • Match weight distribution—If a significant drop occurs in match weight of the answers returned. the solved count is automatically reduced. while a low threshold allows more returned answers. if a search query has four words. an appropriate number of results may match three or four words. similar phrases searching and exact searching have different numbers of expected results. and answers matching one or two words can be dropped. if an answer has not been viewed for thirty days (the default setting). generally fewer results are expected to be returned. Use this setting… SA_AGE_FREQ SA_SOLVED_WEIGH_PREF Configuring search results There are several ways you can configure how answers are returned in a search. Table 3 describes the settings you can use to configure answer solved count. Specify weighting between long-term and short-term solved counts. • Number of words in the query—If more words are used in a query. Ultimately. its solved count reaches zero. A high threshold restricts returned answers to those that have a strong fit. an unused answer’s solved count gradually declines or ages. Table 3: Answer Solved Count Configuration To… Specify how quickly the solved count ages. For example. you can configure RightNow Service to truncate search results if too many matches are returned. • Number of words matched—For example. You can also determine how match weights are configured to return only the best search results. • Type of search performed—For example. The number of appropriate returned results is determined by the following criteria. if an answer has not been viewed for an extended period of time. which is a filtering criteria for what answers are returned.

Table 4: Search Results Configuration To… Specify the threshold for returning answers.36 Configuring RightNow for the Customer Portal Table 4 describes the settings you can use to configure search results. Table 5: Search-Field Weighting Configuration To… Specify the weight of the Answer field. Specify the weight of the Keywords field. Specify the weight of the answer’s associated products. The answer search configuration settings allow you to determine the weights of several answer fields. Specify the degree to which answer results should be limited. It is a good idea to make changes in small steps. Determine how focused search weights should be based on answer clusters and topics. Specify the weight of the Subject field. Use this setting… SRCH_BODY_WEIGHT SRCH_DESC_WEIGHT SRCH_SUBJ_WEIGHT SRCH_KEY_WEIGHT SRCH_PROD_WEIGHT Chapter 3 . Return answers even when none match the threshold. assessing site performance after each change. Specify the weight of the Question field. The minimum value for each setting is 4. For example. Although no maximum exists. Note Changing these configuration settings can significantly impact your site’s searching performance. Use this setting… ANS_SRCH_THRESHOLD ANS_SRCH_SUB_THRESHOLD SEARCH_RELEVANCE_FOCUS SEARCH_RESULT_LIMITING Customizing search-field weighting You can assign variable weights to the different parts of an answer. you should keep values within their current limits. Table 5 describes the settings you can use to configure search-field weighting. 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.

If there are terms you do not want to appear in suggested searches.Configuring the Find Answers page 37 Table 5: Search-Field Weighting Configuration (Continued) To… Specify the weight of the answer’s associated categories. Use this setting… SRCH_CAT_WEIGHT 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 terms on the Find Answers page. it clusters the search terms and builds links between search terms that share 80 percent or more of the same answers in keyword_searches. It stores the information in the similar_searches and similar_search_links tables. To build links between search words and phrases. refer to the RightNow Administrator Manual.results. Enter each word on a separate line of the text file. 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. Note A search term must be submitted by customers a minimum of three times before it will be used as a suggested search. Specify the weight of the answer’s file attachments. Customers can click the suggested search terms to search on those terms without having to type them in the search text field. Table 6: Suggested Searches Configuration To… Disable the Suggested Searches feature. Suggested searches help customers search for answers by suggesting terms they might not think of or know the proper terminology for. For information about using the File Manager. Table 6 describes the settings you can use to configure the Suggested Searches feature. The suggested search terms are displayed above the list of answers.txt file in the wordlist directory. When the Agedatabase utility runs. Use this setting… EU_SUGGESTED_SEARCHES_ ENABLE SEARCH_SUGGESTIONS_DISPLAY . Return suggestions for related products and categories. you can add them to the do_not_suggest.

” The results are shown in Figure 2. After a search is completed. Assume that a customer enters the search phrase “charges outside of regional callin area. stopwords. their search text might include misspellings. Chapter 3 . By providing feedback on search terms. Use this setting… MAX_SEARCH_SUGGESTIONS Enabling search text feedback When customers search for answers on the Find Answers and Answer pages. customers can refine their search and receive more appropriate results. RightNow Service provides feedback for any of these cases.38 Configuring RightNow for the Customer Portal Table 6: Suggested Searches Configuration (Continued) To… Specify the maximum number of suggested products and categories. or words that are not found in any answers.

. As a result.) The word “regional” was not found in any answer. (Refer to “Configuring stopwords” on page 44 for information. the word “calling” is misspelled. the search text feedback feature asks if the customer means “charges outside calling area.Configuring the Find Answers page 39 Figure 2: Search Results In this example. The common word “of ” is a stopword and is therefore not used for the search.” The customer can click the suggestion to view the results of a search that uses the suggested search text.

Chapter 3 . Editing the aliases word list You can use aliases (synonyms) to further customize your customers’ search capabilities. a customer might search for an acronym. To edit the aliases. For example. The other terms in the line can contain spaces. It must be a single word and cannot contain spaces. The aliases. In this example. “regional” was not found.” and “area” (unless one of the answers in the knowledge base also contained the misspelling). where the word and its aliases are uppercase and comma delimited: GPS. Since “of ” was not included.txt file initially contains no default alias terms. or slashes.” and “navigational system.GLOBAL POSITIONING SYSTEM.” Creating an alias word list allows you to link these two terms and save time because you need to create this link only once instead of adding it as a keyword to multiple answers. although it may contain a hyphen. all answers containing that word or any other term on the line will be returned. You can disable the feature using the EU_SEARCH_ TERM_FEEDBACK_ENABLE configuration setting. you must customize the alias word list with terms that are specific to your organization. open the File Manager and switch to the wordlist files directory. to use this capability. Note The Did You Mean suggestion appears only when the search text contains a possible misspelling.NAVIGATIONAL SYSTEM If a customer enters the first word in a line as a search word.” “global positioning system. such as “GPS. and “calling” was misspelled. refer to the RightNow Administrator Manual. the displayed answers contain the other words in your search: “charges. For more information about editing this list and other files. Edit the file using the following example.” but all of your answers regarding GPS might spell out the full term “global positioning system. This feature is automatically enabled. so you can use phrases as synonyms for the search word. Adding aliases allows you to link terms that are specific to your industry or organization to similar terms that customers may search for.txt file.40 Configuring RightNow for the Customer Portal The answers that were found include the other terms from the entered search text. ampersands. a customer who enters GPS as a search word will be directed to all answers containing “GPS.” The first word in the line is the search word that customers can enter.” “outside.

RightNow Service allows you to associate specific public answers and documents with particular search terms. .Configuring the Find Answers page 41 Configuring topic words By creating topic words. The content pane displays the Topic Words tree and editor.” 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. regardless of the customer’s search entry. assume you want to let all customers who ask about roaming know that they can view service area maps. 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. When a customer enters topic words you have assigned to an answer or document. ensuring that the answer or document will always be returned during a search containing that term. Topic words can include multi-word phrases. By creating a topic word associated with a specific answer in your knowledge base about service area maps and assigning it the keyword “roaming. Answers and documents that are associated with a topic word are displayed in the Recommended Documents section on the Find Answers page. even if it does not contain the topic words in its text. For example. Tip Topic words can also be used to always display an answer or document. that answer or document will be returned.

If a customer enters the Name field value as a search term. Note: The Name field is used to identify your keywords.42 Configuring RightNow for the Customer Portal Figure 3: Topic Words Tree and Editor 3 To add a topic word. the associated answer or document is not returned unless you have also entered the same data in the Keywords field. The editor is activated. right-click the word you want to edit and select Edit. 4 Enter field information described in Table 7. Chapter 3 . Table 7: Topic Words Editor Description Field *Name Description Type a name to identify the keyword or group of keywords you plan to enter as search terms. do not enter the search term you want to associate with the answer or document in this field. right-click Topic Words and select Add Topic Word. Or To edit a topic word.

Configuring the Find Answers page

43

Table 7: Topic Words Editor Description (Continued) Field
*Keywords

Description
Type customer search terms in this field, separating search terms 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. Select this check box to disable the association. Select this check box to make the answer always appear in the Recommended Documents section of the Find Answers page. Select from the following radio buttons to associate the topic word to an answer or a document. Select this radio button to associate the topic word to an answer. Select this radio button to associate the topic word to a web-accessible document. 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. 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. 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. Type a description of the answer or document in this field if you want to include more information than is contained in the subject.

Disabled Always Show Type Public Answer WWW Document *Answer ID

*Title

*URL

Text

5 Click the Save button to save the topic word.

44

Configuring RightNow for the Customer Portal

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 Administrator 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.

Chapter 3

Configuring the Find Answers page

45

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.

46

Configuring RightNow for the Customer Portal

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 feedback 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 Support Login page opens and prompts them for their user ID and password. Once a customer logs in or creates an account, 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 support staff. Related answers appear on the bottom of the Answer page under the heading “Users 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 members 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.

Chapter 3

Configuring privileged access

47

Table 8 describes the settings you can use to configure the Related Answers feature. Table 8: Related Answers Configuration To…
Disable the Related Answers feature. Determine how many related items must exist before Related Answers is enabled.

Use this setting…
SA_REL_COLLECT_LINK_DATA SA_REL_LINK_DENSITY

Configuring privileged access
Privileged access in RightNow Service allows you to grant certain contacts 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 contacts that purchased a higher level of customer support, you could create additional answers that cannot be viewed by the general public but that can be viewed by those contacts with privileged access. By logging in, this group of contacts 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-user 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 contacts, 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-user 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

they can submit a question through the Ask a Question page. For information about adding and editing SLAs. customers who are not logged in with a valid SLA cannot view the privileged answer.48 Configuring RightNow for the Customer Portal appears on the customer portal pages to contacts having that SLA. An incident is immediately saved in your RightNow knowledge base and can be viewed and responded to by an agent. This page displays a question form where customers can type their question and submit it to your support staff. Step 4 Assign access levels to SLAs—After creating one or more custom access levels. 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. refer to the RightNow Administrator Manual. Configuring the Ask a Question page When customers are unable to resolve their issue from the answers in your knowledge base. refer to the RightNow Service Administrator Manual. for information about associating an access level with an answer. you can select one or more access levels for contacts assigned to the SLA. When you select a non-visible access level. you must assign the access levels to SLAs. For information about adding custom answer access levels. refer to the RightNow Service User Manual. You can assign an SLA to a contact or organization when editing contact or organization information. Step 5 Assign SLAs to contacts or organizations—Your last step is assigning the SLAs to contacts or organizations. • Append Existing Solution (by Answer ID) to Response Field • Append SmartAssistant Response to Response Field Chapter 3 . By assigning an SLA to your privileged group of customers (either an organization or a contact without an organization association). refer to the RightNow Administrator Manual. When creating or editing an SLA. For information about using business rules to automatically assign SLAs to contacts and organizations. 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-User Pages>SmartAssistant on Ask a Question. For information about adding answers. the contacts can then view privileged answers from the customer portal pages. You must set the answer status to Public in order for customers with privileged access to be able to view the answer. refer to the RightNow Service User Manual.

The technology that underlies RightNow’s SmartAssistant feature is natural language processing. SmartAssistant queries the knowledge base and returns suggested answers to the question submitted by the customer. Table 9: Suggested Answers Configuration To… Display just the Answer field when appending an answer using SmartAssistant. Figure 5: Preliminary Response to Question Page Table 9 describes the settings you can use to configure the Suggested Answers feature. Using the results of the natural language processing with the text in the description field. Use this setting… SA_APPEND_QUESTION .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.

Notifications. profile information. answers they have subscribed to. Restrict the SmartAssistant answers by category. Profile. and notifications. If a customer has not logged in during a session and clicks the Log In To My Stuff button on the Support Home page or the My Stuff button from any customer portal page. To access My Stuff. information about SLAs (called service contracts on the customer portal). Once the customer enters a valid user name and password or creates an account. the Support Login page opens. previously submitted questions. Chapter 3 . Restrict the SmartAssistant answers by product.50 Configuring RightNow for the Customer Portal Table 9: Suggested Answers Configuration (Continued) To… Specify the number of SmartAssistant answers to display as solutions instead of links. After logging in. Set the number of SmartAssistant answers to display. Service Contracts. They can view and edit questions they have submitted. Configuring the Support Login page and customer portal security RightNow’s login feature enables customers to access their account profile. refer to the RightNow Service User Manual. the My Overview page opens. customers can navigate to different areas by using these buttons or the links on the My Overview page. refer to “Configuring the Support Login page and customer portal security” on page 50. My Stuff consists of six areas—Overview. Questions. customers must log in with their user name and password or create an account. They can also submit questions and view privileged access answers from the Answer page. and Change Password—accessed by buttons on the top of each My Stuff page. and change their password. Use this setting… SA_WF_SOLNS_EXPAND_CNT SA_NL_MAX_SUGGESTIONS SA_SUGGEST_LIMIT_CAT_LVL SA_SUGGEST_LIMIT_PROD_LVL For additional information about using SmartAssistant in incidents or during a chat session. Configuring the My Stuff pages The My Stuff pages contain customers’ personal account information.

customers have three options.Configuring the My Stuff pages 51 This feature requires customers to log in with their user name and password for all restricted functions. For example. the Support Login page opens. • Enter their user name and password • Create an account if they do not have one • Request account assistance if they have forgotten their user name or password Table 10 describes the settings you can use to configure customer login and security. customers do not need to log in again during the current session. customers must first have a valid SLA and log in through the Support Login page. view the details of each incident. Specify the minimum length for a customer’s password. refer to “Configuring privileged access” on page 47. Use this setting… MYSEC_SESSION_ID_EXP MYSEC_MIN_PASSWD_LEN Configuring the My Questions page The My Questions page displays all of the incidents customers have previously submitted. When customers click My Stuff or Ask a Question for the first time during a session. They can check the status of their incidents. and update incidents with new information. customers who log in to My Stuff to view their questions or to change their profile information do not need to log in a second time to submit a question as long as the cookie functionality is enabled and the cookie has not expired. Table 10: Login Configuration To… Specify the number of minutes a session ID is valid. if a customer closes the web browser or opens a different web site). Note To view privileged access answers from the Find Answers page. For information about configuring privileged access. From the Support Login page. If cookies are disabled. customers must log in again whenever the session ID changes and a new session ID does not immediately replace it (for example. . including Ask a Question (if required) and My Stuff. Once logged in.

52 Configuring RightNow for the Customer Portal Table 11 describes the settings for configuring the My Questions page. To view the details of an answer. Allow customers to view incidents submitted by other members of their organization. the customer clicks the answer summary to open the Answer with Notification on Change page. Your knowledge engineer can send out notifications when answers are updated. Use this setting… MYQ_ENABLED MYQ_VIEW_ORG_INCIDENTS The View Question page provides the summary and threads of the incident. Configuring the My Notification Requests page The My Notification Requests page displays any answers the customer has subscribed to. answer. The customer can click the Details button to display incident details. date submitted. category. To specify how long an answer notification request exists before being deleted. and expiration date of all answers the customer is subscribed to. Table 11: My Questions Page Configuration To… Allow a link in customer emails to link to the customer’s My Stuff Questions page. Note: The display_type attribute of the OrgList widget also affects what incidents customers can view. Chapter 3 . Customers can also subscribe to product and category notifications to receive updates whenever answers associated with specific products and categories are updated. date closed (if applicable). Customers can renew their subscription to the answer for another subscription period by clicking the Renew button. and status. those links are also displayed. They can delete their request to be notified by clicking the Delete button. define the value in ANS_NOTIF_DURATION. including reference number. product. date last updated. If the customer was offered links to suggested answers when submitting the question. This page displays the question.

not just those available through links. including those that are not accessible through links. By using the Sitemap protocol. 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. When the setting is enabled. CGI root. They usually find the pages from links within your site and from other sites. including the priority of each page and when it was last updated. you can identify all the web pages on your customer portal instead of waiting for the search engine spiders to find them. and Microsoft Word documents). The spider will not be able to index those pages because it cannot access them. When a Sitemap-formatted page is the starting point for the Web Indexer. Sitemap is an XML-based protocol used by the major search engines. This function makes it possible for customers and agents to find information within these documents when searching from the Find Answers page. To have the Web Indexer index a site using Sitemap. Indexing and searching of external documents are possible if the documents are stored on a web server and are accessible through a URL. The page is available at the following URL: http://[your_site]/ci/sitemap . 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.Indexing web pages 53 Indexing web pages The RightNow Service Web Indexer enables indexing and searching of documents that are not part of RightNow Service (for example. or FTP root directories. all pages identified by the Sitemap page are indexed. it can be pointed to a page that uses Sitemap to better index web pages outside of RightNow. But you may have pages that are not accessible by browsing on the interface (for example. including Google and Yahoo. Important Because the Web Indexer engine provides support for the Sitemap protocol. web pages. Spiders use the page to crawl your customer portal pages more intelligently rather than relying solely on links within the site. pages that are accessed only when customers complete a form). a Sitemap page is created and RightNow Technologies registers the page with Google and Yahoo. RightNow Service offers a Sitemap feature that lets you inform search engines about all the pages that are available on your site. Sitemap is enabled by default. This usually limits the files to those within the document root. PDFs.

txt?_user=321&_pass=@Qs!Xa Both of these URLs would be normalized to: http://www. subdomains. By using filters. If any of the consecutive web pages contain hyperlinks. a web spider is used to follow the hyperlinks contained within the web page. identical to the list on the Find Answers search page. Web Indexer overview When customers access Web Indexer documents by searching on a customer portal page that uses the WebSearchArea widget. the web spider can be set up to follow only those hyperlinks that are within specified domains. those hyperlinks are followed and those web pages are indexed as well.txt This normalization allows the spider to index the document a single time. or the use of query parameters in a URL.example.) Chapter 3 .54 Configuring RightNow for the Customer Portal You can disable Sitemap by setting KB_SITEMAP_ENABLE (RightNow User Interface> Misc. increases search performance. Specified and excluded domains are configurable.org/pubs/docs1.org/pubs/docs1. which saves drive space on the server.org/pubs/docs1. indexing each consecutive page. is displayed. The next section describes how to index web pages. This function allows you to automatically remove query parameters or further normalize URLs. After you configure a root URL to be indexed and searchable. RightNow’s Web Indexer can index sites that use a Sitemap page.EXAMPLE. or URLs.example. Refer to “Configuring the Web Indexer” on page 55. The Web Indexer feature displays the answers in the same way as the standard answers search. For example. URLs are normalized to prevent a document from being indexed more than once. It is possible to have multiple URLs directed to the same document through URL masking and redirection. (SED is a stream editor commonly used to find and replace or find and remove patterns in text strings. 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. and prevents customers from getting the same document returned twice during a search. In addition to using Sitemap to provide better spidering of the customer portal pages.txt http://www3. Customization>External Document Indexing) to No. but are not among the excluded domains. an initial list of answers. During indexing. the following two URLs can point to the same document in the same location on the web server: http://WWW.

2 Double-click Configuration under Knowledge Base Configuration>External Search.Configuring the Web Indexer 55 External documents are not re-indexed if they are edited. To configure the Web Indexer: 1 Click the Service Configuration button on the navigation pane. 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. The Configuration Wizard opens on the content pane. Configuring the Web Indexer External document searching is enabled through the Configuration Wizard. and a variety of filters to help restrict the Web Indexer to the selected areas of your web site. the maximum number of hops (from one hyperlink to another) from the root URLs. The wizard allows you to set the root URLs. .

• 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 terms. • AND—Search results match all of the search terms.56 Configuring RightNow for the Customer Portal 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.” 5 Select one of the following radio buttons to choose the default sort order for customer searches: Chapter 3 . such as “phone AND roaming. • Logical-Operator—Search terms can use a logical expression.

select the Show URL Address in Search Results check box. This setting allows you to adjust the depth of spidering and the volume of indexed materials. 10 Type the maximum number of hops from the root URL that the web spider should take in the Maximum Hops text box. • Document Title (Alphabetical)—Search results are displayed in alphabetical order. 6 To display the URL addresses in the search results.Configuring the Web Indexer 57 • Search Score (Most Relevant First)—Search results are displayed in descending order according to relevance (score). . 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 members 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. • Reverse Document Title (Reverse Alphabetical)—Search results are displayed in reverse alphabetical order. This can be a domain name or an accessible directory on your web server. A hop occurs when the spider follows a hyperlink from one web page to another. • 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. • 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.

12 In the Normalized URL Patterns text box. or file extensions. directory paths. or file extensions (for example. For more information about normalized URLs. directory paths. Patterns can include domain names. (for example. 15 In the Excluded Search-Time URL Patterns text box.58 Configuring RightNow for the Customer Portal 11 In the URL Patterns text box. The URL is required to match at least one of the filters to be included in spidering and indexing. www. and password. Use a space or carriage return to separate the server|user name|password groups. The normalized URL is required to match at least one of the patterns to be excluded from the search results.example. Query parameters are often found after a question mark in the URL and are used to pass information between web pages. or file extensions (for example. and enter more specific server names first in the list. directory paths. refer to “Indexing web pages” on page 53. type the query parameters that you want excluded from the URL during indexing. The normalized URL is required to match at least one of the filters to be included in spidering and indexing. 14 In the Search-Time URL Patterns text box.example. type the patterns that must be matched by some portion of a URL in order for it to be included in spidering and indexing.example. Patterns can include domain names. 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.com or /public). directory paths.example. type the server. 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. 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.com or /public). The normalized URL is required to match at least one of the filters to be excluded from spidering and indexing. user name. Patterns can include domain names. 17 In the Excluded URL Parameters text box. Chapter 3 . www. 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. directory paths. 13 In the Excluded Normalized URL Patterns text box. www. or file extensions (for example. 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. www. The normalized URL is required to match at least one of the patterns to be included in the search results.com or /public). or file extensions. 16 In the Simple HTTP Authentication text box. Patterns can include domain names.com or /public). each separated by the pipe (|) character for each server that requires simple HTTP authentication.

Type the list using space-separated regular expressions. leave this field blank. (SED is a stream editor commonly used to find and replace or find and remove patterns in text strings.Configuring the Web Indexer 59 18 In the URL Parameters to Delete text box. but are not specified elsewhere in the wizard. 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. These options are written directly to the external document indexer configuration. The URL test results appear. allowing you to automatically remove query parameters or further normalize URLs. If unsure. type CGI query strings to be excluded from indexing. 21 Type a URL to test the settings and filters in the Test URLs text box.) 20 In the Other Search Engine Configuration Options text box. Use of this feature is for expert users only and may have unintended and irreversible effects on the external document index. Refer to “Indexing web pages” on page 53. 22 Click the Next button to test the URL settings. 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. Figure 7: Test Results of the Web Indexer Configuration Wizard . type any additional options that you require.

For a list of available document types. 26 Click the Next button. A summary of the Web Indexer configuration settings appears. refer to the RightNow Service Administrator Manual. Chapter 3 . 25 Select the document types you want to index. Figure 8: Supported Document Types 24 Type the maximum document size (in bytes) that you want to download for each document in the Maximum Document Size text box.60 Configuring RightNow for the Customer Portal 23 Click the Next button to select the document types you want to index.

rightnow. 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. The Keywordindexer utility must be run using the -w command to complete the configuration.com to run Keywordindexer and schedule regular times for Keywordindexer to run in the future. .Viewing the Web Indexer configuration log 61 Figure 9: Summary of the Web Indexer Configuration Wizard 27 To adjust your settings and return to the Configuration Wizard. 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. 28 Click the Done button to exit the Configuration Wizard and save your changes. Contact support at http://crm. click the Back button.

the links open the /app/answers/ websearch_detail page. To change template links to use the external searching pages: 1 In the RightNow application. click the Common Configuration button. Using the default pages The default customer portal page set includes two pages for the external search list page and display page. 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. The Configuration Editor opens. The /app/answers/websearch_list page can be used to access external search directly. you can change the default pages so they use external searching. 2 Double-click Settings under System Configuration. Once you have configured the Web Indexer (“Indexing web pages” on page 53).62 Configuring RightNow for the Customer Portal To view the Web Indexer configuration log: 1 Double-click Log under Knowledge Base Configuration>External Search. alternately. 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. these pages can be accessed directly with external searching. Both procedures are described in the following sections. Chapter 3 . The default pages are located in views/rightnow/pages/answers. Figure 10: Web Indexer Configuration Log 2 Click Details next to the log file you want to view.

and verify that the value of the configuration setting is the default answers/websearch_detail. 5 Click the Update button. home.Enabling external searching 63 3 Click RightNow User Interface. The edited code should read as follows: <rn:widget path=”standard/search/KeywordText” label="#rn:msg:SEARCH_BY_KEYWORD_CMD#" report_id="10016" initial_focus="true"/> <rn:widget path="standard/search/SearchButton" label="#rn:msg:SEARCH_ALL_ANSWERS_CMD#" report_page="/app/answers/websearch_list" report_id="10016"/> . you must modify both rn_standard. a If the value is different. to change reports so that the web search report is used in the KeywordText and SearchButton widgets. answers/websearch_detail" css_class="selected" /> <li> Note If you are using the default pages and templates. 4 Select CP_ANSWERS_DETAIL_URL and change the value of the configuration setting to answers/websearch_detail.php and rn_standard_account. 8 Edit the home page.php.php. Change the widget as follows: <li> <rn:widget path="standard/navigation/NavigationTab" label ="#rn:msg:ANSWERS_HDG#" link="/app/answers/websearch_list" pages="answers/websearch_list. 6 Click the Commit and Exit button. change it to answers/websearch_detail and click the Update button. select CP_WEBSEARCH_DETAIL_URL under Customer Portal>General. 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.

with the only difference being that it uses external searching."/> 6 In the RightNow application. edit the new answers/ detail page in WebDAV to add two widgets using the following code: <rn:widget path="standard/display/HierDisplay" table="answers" hier_type="products" link="/app/answers/list"/> <rn:widget path="standard/display/HierDisplay" table="answers" hier_type="categories" link="/app/answers/list" label="#rn:msg:CATEGORIES_LBL#&nbsp. back up and rename the answer list and answer detail pages. c Rename the answers/websearch_detail file to answers/detail. Chapter 3 . b Change the AnswerSearchArea2 widget to WebSearchArea. a Open the page files. 2 Copy the WebSearchArea composite widget and rename the copied widget. b Rename the answers/websearch_list file to answers/list.php file. 8 Click RightNow User Interface and select CP_WEBSEARCH_DETAIL_URL under Customer Portal>General. Note The new answer/list page now looks like the default answer/list page. 5 To add product and category information to the answer detail page. 7 Double-click Settings under System Configuration. a Open the copied widget’s view. The Configuration Editor opens.64 Configuring RightNow for the Customer Portal To change pages for external searching: 1 Using WebDAV. click the Common Configuration button. 3 Edit the copied widget to reference the answers/list page. b Change the report page attribute of the SearchButton widget to the answers list report: <td class="Button"><rn:widget path="standard/search/SearchButton" report_page="/app/answers/list"/></td> 4 Edit the renamed answers/list and answers/detail pages to use the edited copy of the WebSearchArea widget. a Back up the existing answers/list and answers/detail pages so that you will be able to revert to these pages if necessary. 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. 9 Change the value of the configuration setting to answers/detail.

logging into Dreamweaver. easy uploading and downloading of multiple files. and file security through login access. . and opening a page. installing. creating a Dreamweaver site. Windows Vista. you can continue using it to create your customer portal. RightNow also offers the ability to work with Adobe Dreamweaver. • Setting up Dreamweaver—Provides an overview of Dreamweaver site management and the RightNow Dreamweaver extension. switching interfaces. you can also refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community. and updating the RightNow Dreamweaver extension. and MacOS operating systems. Also included are procedures for downloading. if you already use this application for your web site. WebDAV offers a familiar file structure. For step-by-step instructions for configuring your customer portal. In this chapter • Setting up a WebDAV connection—Contains the procedures to set up WebDAV on Windows XP.65 4 Setting Up WebDAV and Dreamweaver The RightNow Customer Portal uses WebDAV to help you manage your web site files. Refer to page 70. Refer to page 66.

This practice reduces the risk of overwriting a file that has been edited by someone else. edit them locally. you will set up a connection when you configure Dreamweaver to work with the RightNow application. Access to pages and assets for creating the web site is additionally secured through HTTPS. However. when staff members who do not have WebDAV permission in their profiles attempt to connect. they will receive a warning message. but it does not include file locking.org/. Note The WebDAV protocol used by the RightNow Customer Portal includes a filesharing structure. and then upload those files back to the server. This additional functionality is available through Dreamweaver or other third-party tools that leverage the WebDAV protocol. and then upload the edited files to the WebDAV server. Although you can edit files directly on the server. metadata. go to WebDAV Resources at http:// www. Files are managed using a Windows-style folder and tree structure. Note If you plan to use Dreamweaver to work with the RightNow Customer Portal. you are not required to use Dreamweaver for creating and editing your customer portal. and widgets using whatever textediting tools you prefer. edit them.66 Setting Up WebDAV and Dreamweaver Setting up a WebDAV connection The RightNow Customer Portal uses WebDAV to help you manage your web site files. pages. you do not need to set up a WebDAV connection using one of the procedures in this section.webdav. The server files remain secure because all staff members must log in to verify they have WebDAV permission. a better practice is to download the files to your workstation. or version control. Many web developer tools. it also reduces the risk of file corruption due to Internet latency. you can create templates. For detailed information about the WebDAV protocol. use the WebDAV protocol for working with files. WebDAV is a protocol that lets you download files from remote web servers to your local workstation. including Adobe Dreamweaver. Chapter 4 .

To set up WebDAV for Windows XP: 1 Click the Windows Start button and select Settings>Network Connections. The window displays a list of the network places on your workstation. 7 To use https on port 443. and MacOS X (10. 9 Type your RightNow user name and password in the fields and click the OK button.com/downloads/details.6) operating systems. Note Be sure that your RightNow staff account has been associated with a profile that has WebDAV permission.5. 6 To use http on port 80.Setting up a WebDAV connection 67 You can set up a WebDAV connection for the Windows XP SP2. Windows Vista SP1. 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. Note RightNow provides the site name that you will enter. 4 Click the Next button to begin the wizard. 2 Click My Network Places in the left panel. The Network Connections window opens. The Connect To window opens. This update can be found at http://www. The Add Network Place Wizard opens.aspx?FamilyId=17C36612-632E-4C04-9382-987622ED1D64&displaylang=en. 3 Click Add a Network Place under Network Tasks in the left panel. Important If you plan to use WebDAV with Windows XP or Windows Vista. 8 Click the Next button. . 5 Select Choose Another Network Location and click the Next button. type http://<your_site>:80/dav/ in the Internet or Network Address field. type https://<your_site>/dav/ in the Internet or Network Address field.microsoft.

4 Select Choose a Custom Network Location and click the Next button. The Computer window opens. 2 Click the Map Network Drive button on the toolbar. 6 To use https on port 443. type http://<your_site>:80/dav/ in the Internet or Network Address field. 5 To use http on port 80. 8 Type your RightNow user name and password in the fields and click the OK button. 11 Click the Finish button to complete adding the network place. Note RightNow provides the site name that you will enter. Note Be sure that your RightNow staff account has been associated with a profile that has WebDAV permission. 7 Click the Next button. The Connect To window opens.68 Setting Up WebDAV and Dreamweaver 10 Keep the default or type a new name for the network place and click the Next button. 3 Click Connect to a Web Site That You Can Use to Store Your Documents and Pictures. The Add Network Location window opens. Or Right-click Computer in the left column and select Map Network Drive. The Map Network Drive window opens. Chapter 4 . type https://<your_site>/dav/ in the Internet or Network Address field. To set up WebDAV for Windows Vista: 1 Click the Windows Start button and select Computer. 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.

Customer portal file structure 69 To set up WebDAV for MacOS 10.4. click the WebDAV Logs link. IP address. 5 Type your user name and password in the fields and click the OK button. date. refer to “Understanding the customer portal file structure” on page 20.11 or higher: 1 Go to the Finder menu and select Go. you can access the customer portal files. If you are not logged in. action taken. To open the WebDAV Log Viewer from a URL: 1 In a web browser. For information about the file structure. 4 Click the Next button. 2 Click Connect to Server. . 2 In the list of available logs at the top of the page. and what action was taken. the IP address from which the action was taken. 3 In the Internet or Network Address field. and interface name. the Connect To window opens and you will need to log in to open the RightNow Customer Portal Administration page. the date and time. You can search and sort the log by file name. type http://<your_site>/ci/admin. you can view the WebDAV Log from the RightNow Customer Portal Administration page. 6 Click the desktop of the newly connected network drive. account. The log displays a list of file names. the account that took the action. Customer portal file structure After you have set up a WebDAV connection. Viewing WebDAV logs To view changes that have been made to the RightNow Customer Portal files. type http://<your_site>/dav.

it is possible to accidentally delete your euf folder from Dreamweaver. Use caution when moving and deleting files and folders. as a result. Chapter 4 . Caution Because of the way Dreamweaver handles files. Therefore. • RightNow Dreamweaver extension—The RightNow Dreamweaver extension offers the following features. but Dreamweaver sends a file delete request for every file within the folder.70 Setting Up WebDAV and Dreamweaver 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. RightNow prevents the deletion of that folder directly from the WebDAV connection. the fact that the entire folder is being deleted cannot be detected until it is too late. • Dreamweaver site management—Dreamweaver’s use of the WebDAV protocol offers uploading and downloading of files as well as file check-in and check-out. it is possible to delete all files within the euf folder.

create a Dreamweaver site. • Log in to RightNow. and setting attributes  A Properties window for defining tags and setting attributes  Code completion within the code view. update the extension. it displays all options for all attributes with that name. but the RightNow Dreamweaver extension can simplify the process if you already work with the program to create and edit your web site. which provides a list of attributes for each tag to help you with page coding  Note Many widgets have attributes with the same name. from the URL assigned to your RightNow Customer Portal site. • Download and install the RightNow Dreamweaver extension. or from the tag gallery.  Follow these steps. a RightNow tab appears in the program so you can quickly add widgets. Downloading and installing the extension You can download the RightNow Dreamweaver extension from the RightNow application. When you install the RightNow Dreamweaver extension. and switch to a different RightNow interface. • Create a Dreamweaver site. RightNow commands added with the extension let you log in to RightNow. As a result. Dreamweaver does not know which widget you are setting the attribute for. regardless of the selected widget. and insert RightNow variables. . described in the following sections.Downloading and installing the extension 71 A toolbar for inserting elements. before you use Dreamweaver to create and edit your RightNow Customer Portal. The consequence is that some of the selectable options may not be meaningful as an attribute for the widget you are working with. define page title and content. you must close it after installation. defining tags. Some selectable options for one widget’s attribute may be different from another widget’s attribute with the same name. the RightNow tab and menu appear. add page metadata. Note If Dreamweaver is open when you install the extension. 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. When you open Dreamweaver the next time.

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Setting Up WebDAV and Dreamweaver

To download the RightNow Dreamweaver extension from the RightNow application:
1 Click the Application button and select Links>Install Adobe Dreamweaver Extension. A download window appears and displays the status of the download progress. 2 When the download 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 download the RightNow Dreamweaver extension from a URL or from the tag gallery:
1 In a web browser, type http://<your_site>/ci/designer and click the Download Dreamweaver Extension link. The File Download window opens. Or In a web browser, type http://<your_site>/ci/admin and click the Download 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 downloaded 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.

Chapter 4

Creating a Dreamweaver site

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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 downloaded 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 upload 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.

74

Setting Up WebDAV and Dreamweaver

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 user 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.

Chapter 4

Switching interfaces

75

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 download files from the RightNow server. You will be asked for your password to verify that you have WebDAV permission in your RightNow profile to access these files. When the files have been downloaded from the server to your Dreamweaver site, you will see them in the Local Files panel 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.

76

Setting Up WebDAV and Dreamweaver

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 user name and password. The Install RightNow Extension window opens and the extension is downloaded. 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 downloaded. 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 log in to RightNow so that Dreamweaver’s design panel will correctly display the RightNow widgets.
Note

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

Chapter 4

The document window of Dreamweaver can display the page as code only. Working on the Dreamweaver interface With the RightNow Dreamweaver extension installed. label. links. click Insert in the menu and select Tag. you can also click the Code. A RightNow Tags option is also included when you click Insert on the menu and select Tag. including its tab index. Dreamweaver’s Tag Editor lets you define attributes for the widget. select rn:widget in the right column. depending on the widget. The Tag Editor opens and you can select a widget and then set its attributes. Figure 15: Logging in to RightNow 2 Type your RightNow user name and password and click the OK button.Working on the Dreamweaver interface 77 To log in to RightNow: 1 Click Commands in the menu and select RightNow>Login To RightNow. pages. Select RightNow Tags in the tree on the left. as a visual representation of the page (Design view). or Code and Design. . You can also open the Tag Editor by clicking the RN Widget button on the RightNow Insert toolbar. the code is added to the code section of the Dreamweaver page and a graphical representation is added to the design part of Dreamweaver. 3 Click the OK button to close the login confirmation window and begin working in Dreamweaver. or Design button at the top of the document window to select a view. Select the view you want by clicking View in the menu and selecting Code. and click the Insert button. The Log In To RightNow window opens. and button class among others. To insert a standard widget onto a page. for example. Design. When you close the Tag Editor. Split. or as a split view that displays both. the program displays a RightNow Insert bar with a set of buttons that allow you to quickly insert RightNow elements.

78 Setting Up WebDAV and Dreamweaver RightNow toolbar After you have added the RightNow Dreamweaver extension. Adds a placeholder for page content. 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. The toolbar buttons are described in Table 12. if so. what type of SLA • What template will be applied to the page Chapter 4 . Adds code for the page title. 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. a toolbar appears under the menu. the procedure to open a page in Dreamweaver follows.

Or Double-click the file. you must put page files in the pages folder.Dreamweaver site management 79 Table 12: RightNow Toolbar in Dreamweaver (Continued) Button Insert RightNow Variable Function Allows you to add a RightNow variable to the code. The page opens in the Dreamweaver document window. and PHP expressions. You can search the message base library to select the variable. In order to make sure pages are where they should be. URL parameters. or widget. template files in the templates folder. The file structure of the RightNow Customer Portal is explained in “Understanding the customer portal file structure” on page 20. . including synchronization and the check-in/check-out feature. To open a page in Dreamweaver: 1 On the Files tab of the right column. URL session suffixes. and widgets in the widgets folder. template. Refer to Dreamweaver documentation for information about the full range of Dreamweaver site management tools. The assets folder is for all content that is not a page. including message base entries. Dreamweaver site management Dreamweaver can help you manage all the files that make up your site. 2 Right-click the file and select Open. locate the page you want to open from your Dreamweaver site. Page files are located in development/views/pages.

80 Setting Up WebDAV and Dreamweaver Chapter 4 .

you can also refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community. provide feedback. Refer to page 82. For step-by-step instructions for configuring your customer portal. Refer to page 116. and update their contact information. You can use the standard template and pages without modification. Refer to page 106. You can also create new templates and pages or use templates from your web site and apply that styling to your customer portal pages. Ask a Question.81 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. Refer to page 113. • Creating a page—Contains the procedure to create a page in Dreamweaver. • Previewing templates and pages—Describes the RightNow Customer Portal Administration page and how to set a cookie that determines whether you display the development or production version of a file. . or you can customize them to the specific needs of your organization. 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 99. and My Overview pages. Refer to page 86. Find Answers. ask a question. • RightNow Tag Gallery—Provides an overview of the RightNow Tag Gallery and the tools it offers for page and template creation. • Standard RightNow pages—Describes the default RightNow template and the standard Support Home. • Creating a template—Contains the procedure to create a template in Dreamweaver.

Ask a Question confirmation page—Confirms the submittal of a customer’s question and displays the reference number of the incident that was created. Ask a Question page—Allows logged-in customers to submit a question. notifications.82 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. profile. service contracts. Edit My Profile Change Password page—Contains a form where customers can change their password. depending on the circumstances that caused the error. Table 13: Description of Page Files Page File Name about ask ask_confirm Page Title and Description About page—Displays the version. My Overview page—Serves as the main My Stuff page. If customers do not have a complete contact record. Support Home page—Serves as customers’ main entry into the RightNow Customer Portal. Error page—Displays one of several error messages. and the Change Password page. where customers can navigate to their questions. they are taken to the Profile page when they are finished on this page so they can finish setting up an account. build. each page is also defined by its page name. Reset Password page—Contains a form where customers can reset their password. Edit My Profile page—Contains a form where customers can enter contact information and default preferences. the link expires after a specified period of time (24 hours by default). and date for the RightNow Customer Portal and includes a copyright statement. Table 13 lists each page file name and its corresponding page title and description. The page is accessed only through an email link sent to the customer’s primary email address when they request account assistance to reset their password. error home account/ change_password account/overview account/profile account/reset_password Chapter 5 .

account/sla account/notif/detail account/notif/list account/notif/ unsubscribe account/questions/detail account/questions/list account/questions/print account/questions/ update . Print window—Displays a printable page of specific questions submitted by a customer and opens a Print window to launch page printing. status. My Notification Requests detail page—Displays information about a specific answer a customer has subscribed to. and date created. 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. Service Contracts page—Allows customers to view the status of their service contracts. View Question page—Displays the details of a specific question submitted by a customer. My Notification Requests page—Displays all answers customers have subscribed to as well as product/category notifications they have subscribed to. including the subject. reference number.RightNow page files 83 Table 13: Description of Page Files (Continued) Page File Name account/setup_password Page Title and Description Finish Account Creation page—Displays a page with a link to the Account Assistance page. This page is displayed when customers click an email link to reset their password and the link has already expired. My Notification Requests: Unsubscribe Results page—Displays a message to customers who have clicked an email link to unsubscribe to an answer notification. My Questions page—Displays all questions submitted by a customer.

or template elements. Print window—Displays a printable page of a specific answer and opens a Print window to launch page printing. The maximum is 80 characters. For example. Note: The answers detail page displays the answer in the URL of the page. Answer page—Displays details about a specific answer.84 Creating Templates and Pages Table 13: Description of Page Files (Continued) Page File Name answers/detail Page Title and Description Answer page—Displays details about a specific answer and includes the page header and Search field as well as any template elements. answers/list answers/preview_detail answers/print answers/websearch_detail answers/websearch_list utils/account_assistance utils/chat Chapter 5 . The text is all lowercase. but does not include the page header. Account Assistance page—Displays a page that lets customers request an email containing either their user name or a link to a page for resetting their password. Find Answers page—Displays a list of answers that meet the customer-entered search criteria. the page displays chat hours. and punctuation is escaped. Answer page—Displays details about a specific indexed answer or web document found through an external document search. Live Help page—Displays a page that lets customers request a chat session if the page is opened during a time when chat support is available. If no chat support is currently available. Search field. words are separated by hyphens. Find Answers page—Displays a list of indexed answers and web pages (external documents) that meet the customer-entered search criteria. 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 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).

Search Tips page—Displays a page of search tips to help customers understand the best way to accomplish a search. Create a New Account page—Displays a page that lets customers create an account (which creates a contact record in the RightNow knowledge base) by entering user name. utils/cookie_required utils/create_account utils/help_search utils/login_form utils/sla_required utils/submit/ password_changed utils/submit/ profile_updated . password. Profile Update Succeeded page—Displays a message that the customer’s profile was successfully updated. the window lists chat hours and the current day and time. Support Login page—Displays a page that lets customers click a button to open the Create Account page or be sent an email containing their password if they have forgotten it. and email address. name. Chat hours window—Opens a window with a message that chat is currently unavailable.RightNow page files 85 Table 13: Description of Page Files (Continued) Page File Name utils/chat_file_attach utils/chat_hours Page Title and Description Attach a File page—Displays a page where customers can attach one or more files during a chat session. Login Failed page—Displays a page telling customers that cookies are required and instructing them to turn cookies on in their browser. Permission Denied page—Displays a permission denied message if customers do not have a valid SLA (service level agreement). Password Change Succeeded page—Displays a message that a customer’s password change was successful.

This section shows a wireframe of the template. Chapter 5 . covered in “Creating a template” on page 113 and “Creating a page” on page 116. 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.86 Creating Templates and Pages Standard RightNow pages This section describes the standard template and set of pages for the RightNow Customer Portal. and the template elements then appear with gray shading on the wireframe for each page. It contains figures to show what the page looks like to a customer as well as a wireframe of each page. Figure 17 is a wireframe of the default template for the RightNow Customer Portal pages. Tip For a step-by-step guide to configuring customer portal pages. the announcements text box. which is applied to each page. the login link on the upper right. refer to the RightNow Customer Portal Online Configuration Guide. and the RightNow logo on the bottom right. Template Several items that appear on each of the default pages are actually part of the template. The template includes the navigation tabs that let customers access other pages of the customer portal.

in this case. " css_class="selected"/> </li> Each tab is defined by a separate line of code. the Navigation Tab widget is in the rightnow/ widgets/standard/navigation subfolder.Template 87 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: <li> <rn:widget path="standard/navigation/NavigationTab" label="#rn:msg:SUPPORT_HOME_TAB_HDG#" link="/app/home" pages="home. In this code sample. page link. Notice that you can specify the tab’s label. pages on which the CSS class is changed. rn:widget path identifies the location of the widget. . and tab index in the code that makes up the entire set of navigation tabs.

Chapter 5 . c Change the rn_nav width by changing line 232 from width:730px. to width:570px.Sidebar Text Box --> <div class="rn_sidebartextbox"> <div class="rn_wrap"> <rn:widget path="standard/display/AnnouncementText" label="#rn:msg:ANNOUNCEMENTS_LBL#"/> </div> </div> <!-. If you prefer to remove the announcements box from the standard template and narrow the page to accommodate the removal of announcements sidebar. Using this widget.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. 3 Edit the rn_basic. b Change the inner wrapper by changing line 218 from width:730px.css file. 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: <div id="rn_sidebar"> <!-.id="rn_sidebar" --> 2 Save the rn_standard. to width:570px. d Change the secondary wrapper by changing line 994 from width:730px.php file. you can define the heading label and the HTML file that is displayed when the widget appears on the template.88 Creating Templates and Pages 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. to width:570px. to width:600px.end: Sidebar Text Box --> </div> <!-. 4 Save the rn_basic.

Support Home page 89 Support Home page The Support 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. Figure 18: Support Home Page . The default Support 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 Login section Link to the Ask a Question page Ability to submit site feedback Figure 18 shows the Support Home page as it appears to your customers when they access your site. A wireframe of the Support Home page is shown in Figure 19 on page 90.

) 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 Support Home page. (A URL answer consists of a link to an external URL. you may prefer they open in a separate window.90 Creating Templates and Pages Figure 19: Support Home Page Wireframe Most Popular Answers report section When customers click an individual answer in the Most Popular Answers report on the Support Home page or in the Find Answers report on the Find Answers page. change all the reports on the page from report ID 162 to report ID 171. If your knowledge base contains many URL answers and file attachment answers.) Chapter 5 . HTML answers open in the same browser window. (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. customers can then click the browser’s Back button when they are finished to return to the report. change all reports on the page from report ID 166 to report ID 170. while a file attachment answer offers a file attachment for customers to access when they view the answer.

The default Find Answers page offers the following features. . printing and emailing answers and providing feedback) 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.Find Answers page 91 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. • 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.

92 Creating Templates and Pages Figure 20: Find Answers Page Chapter 5 .

Note If you customize the report used on the Find Answers page. change all the reports on the page from report ID 166 to report ID 170. you cannot delete the row_num column from the report. If you do.Find Answers page 93 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. . the page will not display as expected because the report is expecting the row_num column to exist.

A wireframe of the Ask a Question page is shown in Figure 23 on page 96. they will be required to first log in. Refer to the RightNow Administrator Manual for the procedure to change the answers report on the Interfaces editor. This communicates to the knowledge base what report is being used on the customer portal. which is the Answers–Complex Expression Search Default) on the Find Answers page. • 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 account or an active SLA. The default Ask a Question page lets you: • Require customers to view an answer or perform a search before submitting a question. (If customers are not logged in when they click Ask a Question.) Figure 22 shows the Ask a Question page as it appears to logged-in customers. Ask a Question page The Ask a Question page lets your customers submit questions to your customer support group when they cannot find the information they are looking for. Chapter 5 . you must also change the report in the End-User Visible Answers Report field on the Interfaces editor of the RightNow Console.94 Creating Templates and Pages Note If you change the default report (report ID 166.

Ask a Question page 95 Figure 22: Ask a Question Page .

96 Creating Templates and Pages 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. the customer is not required to log in before Chapter 5 . 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 log in and then go to the page to submit a question. it creates a contact record and associates it to the incident that is created when a question is submitted. If it is not. RightNow checks to see if that email address is already in the knowledge base. If the email address already exists but the customer is not logged in. When a customer asks a question using their email address.

b c Save ask_confirm.php file to remove the login requirement.php file. and you can place it anywhere you like on the page.php. the email field is already populated. a Select login_required="true" in the first line of code: <rn:meta title="#rn:msg:ASK_QUESTION_HDG#" template="rn_standard. a In the ask. And if the customer is logged in when they open the Ask a Question page. a Select login_required="true" in the first line of code: <rn:meta title="#rn:msg:ASK_QUESTION_HDG#" template="rn_standard. 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. b 3 Now add the email address field to the Ask a Question page.Ask a Question page 97 asking the question. Note If you want. To allow questions with only the email address field: 1 Open the views/pages/ask_confirm. 2 Open the views/pages/ask.php file so you can remove the login requirement.</span>#rn:msg:REQD_FIELD_MSG#</ p> b Add the following code immediately below the line you located in step a: <fieldset> <legend>#rn:msg:CONTACT_INFO_LBL#</legend> <table> <rn:widget path="standard/field/Input" table="contacts" field_name="email" required="true" validate_account="false" /> </table> </fieldset> .php" login_required="true" clickstream="incident_create"/> Change the login attribute to login_required="false". locate the following line of code: <p><span class="rn_required">*&nbsp. the incident that is created is associated with the customer. you can just add the line of code for the input widget.php" login_required="true" clickstream="incident_confirm"/> Change the login attribute to login_required="false".

Figure 24 shows the My Overview page as it appears to your customers when they access your site. • Allow customers to change certain default settings on the Find Answers page when they are logged in and want to search the knowledge base. You can configure the default page to: • Allow customers to access and update the questions they have previously submitted. My Overview page The My Overview page lets your customers manage their information and account. Important The email address field must be the only contact input field on the page for the logic to work correctly. • Make contracts visible so customers can view their contracts with your organization. • Allow customers to subscribe to be notified when a particular answer is updated or when any answer associated with a specific product or category is updated. A wireframe of the My Overview page is shown in Figure 25 on page 99. Figure 24: My Overview Page Chapter 5 .98 Creating Templates and Pages 4 Save the ask.php file.

RightNow Tag Gallery 99 Figure 25: My Overview Page Wireframe RightNow Tag Gallery The RightNow Tag Gallery provides information about the tags you can use when you create pages and templates. In addition to being able to add widgets to your pages. go to http://<your_site>/ci/tags. so you must log in with your user name and password. To open the tag gallery. When you add custom widgets to your web site. the tag gallery reflects those changes. The tag gallery is shown in Figure 26. . You can also preview any changes that occur when you modify a widget’s attributes or create custom widgets. the tag gallery provides information about page tags you can add as well as reference material about database tables and columns used by the customer portal pages. Opening the tag gallery requires you to have WebDAV permission set in your profile.

Refer to “Previewing templates and pages” on page 106. described in Table 14. Click this link to open the Support Home page from the development/views/pages folder. Development Area Chapter 5 .100 Creating Templates and Pages Figure 26: Customer Portal Tag Gallery At the top of the tag gallery are four main sections. The sections that follow describe these sections and links in more detail. Table 14: Tag Gallery Sections Section Administration Description Allows you to set a cookie on your computer to view the customer portal in the development area or as it is currently deployed on your production site.

For a description of the standard widgets in each folder. and other elements that define individual widgets. Click this link to display menus of standard and custom widgets. code. meta tags for widgets and pages. Drill down to view the widget preview. Allows you to view and define information about widgets. additionally. Click this link for a list of additional resources you can use while working with the customer portal.RightNow Tag Gallery 101 Table 14: Tag Gallery Sections (Continued) Section Production Area Reference Implementation Description Click this link to open the Support Home page on your production customer portal site. which cannot be edited so that it always represents the default pages. Helpful Resources Tag Gallery Widgets Syndicated Widgets . Click this link to open the Support Home page and all other default pages in the customer portal page set as they appear without any edits or modifications. “Widget Folders for the Customer Portal. the development pages will be identical to the reference implementation pages. These are widgets that can access the RightNow knowledge base from a web page that is external to the customer portal. This is the standard. page tags. Note: On a new customer portal that has not been edited. out-of-the-box customer portal page set. refer to “Standard RightNow widgets” on page 129. The page header identifies the page as the reference implementation. and business objects. organized by folders. attributes.” on page 203 provides an alphabetic list of widgets and their folders. Refer to “Syndicated widgets” on page 155. Appendix B. Click this link to display the syndicated widgets.

These include: • Account Session ID Required • Answer Details • Clickstream Tag • Login Required • Page Title • SLA Failed Page • SLA Required Type • Template Path Refer to “Page meta tags” on page 104. • #rn:session# adds the session URL value when cookies are not enabled. The tags and their functions include the following. Click this link to see the attributes that can be defined for each page. • <rn:page_content…/> adds a page content placeholder. The files define the controller. Page Meta Tags Chapter 5 . • #rn:msg…# adds a RightNow message base. js_path.102 Creating Templates and Pages Table 14: Tag Gallery Sections (Continued) Section Page Tags Description Click this link for a list of tags that are supported when you create pages for the RightNow Customer Portal. and CSS file used by the widget’s view file and include controller_path. • #rn:url_parm…# adds the current session parameter value. JavaScript logic. Widget Meta Tags Click this link for a list of the files used to define the rn:meta tag for a widget. • #rn:php:PHP Code# executes PHP code in widget attributes. Refer to “Page attributes and tags” on page 103. • <rn:page_title…/> adds code for the page title. and css_path.

data type. Click this link to initiate the file download for the RightNow Dreamweaver extension. Click this link for a history of the actions performed during a deploy operation. Allows you to download the Dreamweaver extension. including when the message was created and the file and line where the message originated. and action for each change. Allows you to view customer portal logs. . Each field includes the field name value. Click this link for a transaction history of all changes to files. IP address. contact. • Page Title—Add <rn:page_title /> to a template to indicate a placeholder for the page title when the template is applied to the page. the field size. date.Page attributes and tags 103 Table 14: Tag Gallery Sections (Continued) Section Business Objects Description Click this link to display field information for adding answer. and whether it is a readonly field. The log includes file name. This section provides a brief overview of the various elements on these tabs. Page Meta Tags. whether it is a required field. Click this link to view debugging messages. Logs WebDAV Logs Debug Logs Deployment Logs Dreamweaver Download Extension Page attributes and tags The Page Tags. Refer to “Downloading and installing the extension” on page 71. and Business Objects links on the RightNow Tag Gallery provide information to help you define your pages and templates. and incident fields to the Display and Input widgets. contact profile (the customer-selected preferences from the Edit My Profile page). account. Page tags The following tags can be added to the page to specify additional page information.

• URL Parameter—Use this tag to output the current session parameter based on the parameter key. This tag is generally used to create a Chapter 5 . and indicate whether login is required on the page. use normal PHP code for use outside of widget calls. remove it instead of commenting it out. • Session Parameter—Use this tag to output the session URL value for the customer’s current session when the customer does not have cookies enabled. • Message Base Label—Use this tag to display a standard RightNow message base label. Refer to “Session definition” on page 28 for information about what constitutes a session in the customer portal. Comments do not stop widgets from rendering and may cause rendering problems. If you want to test a page without a page tag. Page meta tags A page’s meta tags associate a template with the page. in widget attributes. Select True to require that a valid session_id parameter be passed in a URL segment or a POST parameter. Use this tag to pass parameters to pages that would not otherwise receive them. which is translated for foreign language installations and can be changed in the RightNow application. one-line PHP constructs and use only in widget attributes since it will not get converted outside a widget call. they may also stop other RightNow tags from being converted.104 Creating Templates and Pages • Page Content—Add <rn:page_content /> to a template to indicate a placeholder for the page content when the template is applied to the page. what the page type is considered for clickstream reporting. either a variable reference or a simple function call. including all RightNow tags. and where the customer will be directed if an SLA is required and the customer does not have one. what type of SLA is required. If you use this in a link to pass session information to another page. not the key. whether the page is an answer details display page. do not try to comment them out with HTML commands. • Account Session ID Required—Indicates that the page may only be accessed by logged-in staff accounts. Note When you use these RightNow page tags. you must also specify the key since only the value is returned. define the page title. Note The following tags can be used by themselves on a page or used within another HTML tag. Use simple. • Widget Attribute PHP—Use this tag to execute PHP code.

Although the page does not appear in the tag editor menu. they will be redirected to the login window.Page attributes and tags 105 • • • • custom tab with a browser on a RightNow Console workspace. you can add the new page name to the code.  account_create  account_login  account_update  answer_list  answer_preview  answer_print  answer_view  chat_request  home  incident_confirm  incident_create  incident_list  incident_print  incident_view The Dreamweaver Tag Editor provides a menu of the available clickstream page types and provides reporting on them. Select one of the available page types from the following options. . If they select the page and are not logged in. Select True if you want the page to redirect to the appropriate display page when the answer is a URL or file attachment answer. Select True to require login. <Your Page Title>) or you can type a label for a message base (#rn:msg:<ANSWER_LBL>#). when the browser points to a customer portal page. the page requires a valid session ID to ensure that only logged-in staff members can access the page. Page Title—Type the name of the page in the Page Title field. You can type a message string directly (for example. Clickstream Tag—Indicates the type of page to be used by clickstream data and statistics collection. Answer Details—Indicates whether the page is an answer details display page. but you may decide to create a different page you want to be recorded in clickstream. Login Required—Indicates whether customers must be logged in to view the page.

Click the Business Objects link on the tag gallery to look up field and table names for inclusion in the widget code. contacts. The RightNow Customer Portal Administration site offers a way to set a cookie that controls which version of the page you display.php file contains a standard permission denied message. If customers do not have an SLA that matches the required type. which would make them visible to your customers. This includes all fields available in the answers. The page’s meta tag resembles the following example. Chapter 5 .php" /> Business objects When you are adding a field to the attributes of a Display or Input widget. Previewing templates and pages When you are working on pages for your web site. it is important that you be able to preview your pages without having to deploy them. it is especially important that you display the development pages if you are trying to evaluate your changes. the SLA Required Type will default to selfservice. they will be directed to the URL specified in the SLA Failed Page meta tag attribute. or selfservice. <rn:meta answer_details="true" clickstream="account_login" login_required="true" title="Welcome" template="rn_standard. When you set an SLA Failed Page without setting an SLA Required Type. Since the same URL (for example.106 Creating Templates and Pages • SLA Failed Page—Type the page where customers will be directed if they do not have a valid SLA (service level agreement) as determined by SLA Required Type. you might not know how the field is named in the database table. • Template Path—Select the template in the views/template/folder that you want to be applied to the page. The views/ pages/utils/sla_required. http://<your_site>/app/<page_folder>/<page_name>) is used to point to pages on both the production and development sites. incident. • SLA Required Type—Enter the type of SLA required before the customer can view the page by typing chat. and incidents tables. but you can direct customers to any page you choose.

For example. then when you are ready to deploy. images. configuration setting. point to the assets in the development subfolder. your production site will now point to the updated file instead of the original. . As an example. editing a css file that is used by your production pages will affect the look of your production pages even if you do not deploy the customer portal. These files are shared by both the development and production sites. If this is a concern. you can request a cloned site from RightNow Technologies. configuration settings. any changes you make to report 101123 affects both sets of pages. Tip You can reduce this risk by creating separate development and production subfolders in the assets folder. Even though the changes you make to files in the development folder affect only the development pages. templates. and any other files used on your customer portal that are not pages. These include: • Editing anything in the assets folder—The assets folder contains CSS files. categories. if you modify the logo as part of an update effort and do not rename the file. When making changes to pages and widgets. Although working on your development site leaves the files on your current production site untouched until deployment. • Editing RightNow elements such as message bases. 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. Or maybe your production pages display your organization’s logo. and custom fields) that is used by your production pages. if you copy report 166 to generate a custom report with the report_id 101123 and you reference 101123 in your deployed production pages and in the development pages. or other administration item (such as products. custom report.html file. or widgets. the standard announcement. custom reports. and other elements—You risk impacting the look and functionality of your production customer portal if you edit a message base.Previewing templates and pages 107 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. you can copy the files to the production subfolder and change the references in your pages and widgets to that folder. you can make changes that may unintentionally affect both your development and production pages.

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Setting the Development cookie
When you set the Development cookie, the pages that are displayed are those you have been modifying on the development site; this lets you see your changes without having to deploy the pages into production.

To set the Development cookie for viewing development pages:
Note

Your browser must be set to allow cookies in order to use the development pages.

1 In a web browser, type http://<your_site>/ci/admin. 2 Type your RightNow user name and password and click the OK button.

Figure 27: RightNow Customer Portal Administration Site

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3 Click Development Area under the Administration heading. The development cookie is set (shown on the upper right of the administration page) and the Support Home page opens on the development site.
Tip

You can tell you are viewing a development page because the page banner displays “Customer Portal Development Area.”

Figure 28: Support Home Page in the Development Area 4 To close the Customer Portal Development Area banner, click the X in the upper right corner. 5 To expand the banner and display additional options, click More.

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Figure 29: Expanded Customer Portal Development Area Banner The following options are available from the expanded version of the banner. • Less—Click to minimize the banner as it is shown in Figure 28 on page 109. • Go to Production Area—Click to go to the equivalent page on the production site. • Go to Reference Implementation—Click to go to the equivalent page on the reference implementation, which represents the default page set before any edits were made.
Note

The Customer Portal Development Area header changes to Customer Portal Reference Implementation.

• Direct URL to this page in development mode—Copy the URL in the field and paste in a browser, an email, or other document to provide a link to a development version of the page. • Go to RightNow Developer Community—Click to open the Developer Community page where you can discuss the RightNow Customer Portal with other designers, developers, and RightNow administrators.

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• Go to Customer Portal administration page—Click to open the Administration Overview page. • Go to Customer Portal Tag Gallery—Click to open the tag gallery. • Show list of widgets on this page—Click to display a list of all widgets that are used on the development page that is displayed. Clicking one of the widgets in the list opens the tag gallery definition of the widget in a separate window. When you display the list of widgets, the link changes to “Hide list of widgets on this page.” • Show URL parameters used by this page—Click to display a list of URL parameters used on the page, whether the parameter is required, and a description. You can click the Show link in the Widgets column to see a list of widgets that use the URL parameter; you can also change the parameter’s value to preview the page with the value you change. When you display the list of URL parameters, the link changes to “Hide URL parameters used by this page.”

Figure 30: Show URL Parameters Used by this Page After you have set the cookie to Development, when you go to http://<your_site>/app/ home, for example, you will view the Support Home page you have edited and uploaded to the development folder.

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To display the Support Home page as it appears on your production site, click Production Area on the RightNow Customer Portal Administration site. The Customer Portal Development Area banner no longer appears.

Viewing the About page
To view the version number and other information about the RightNow Customer Portal, go to http://<your_site>/ci/about. The About page is shown in Figure 31.

Figure 31: About Page for the Customer Portal

Chapter 5

1 Click File and select New.Creating a template 113 Creating a template Templates provide a convenient way to provide a consistent look and navigation style to your web site. To create a template in Dreamweaver: Note To see the RightNow page elements rendered correctly in the Design mode. select PHP. The New Document window opens. any other meta tags in the template will be ignored when the template is applied to a page. Figure 32: Dreamweaver New Document Window 2 In the Page Type column. and these attributes will be used on the pages to which the template is applied. and other code to your templates. If the page you apply the template to has different values for the Login Required and SLA Failed Page attributes than the template does. the values assigned in the page file will override the values assigned in the template. message base tags. Important You can add the Login Required and SLA Failed Page attributes to a template. . be sure you have logged in to RightNow (by selecting Commands>RightNow> Login to RightNow and then entering your user name and password. You can add widgets.

) Figure 33: Dreamweaver Document Window 5 To add a content holder for the template title.114 Creating Templates and Pages 3 In the Layout column. (Figure 33 shows the Document window in Split mode. delete “Untitled Document” in the title line and click the RN Page Title button on the RightNow toolbar. displaying code on the top of the window and the Design mode on the bottom. select <none>. The Dreamweaver document window opens. 4 Click the Create button. The title line now displays: <title><rn:page_title /></title> Chapter 5 .

the page attribute will override the template attribute. add a line in the body section (between <body> and </body>) and click the RN Page Content button. The Tag Editor opens. <rn:meta login_required="true" sla_failed_page="utils/ sla_required. select False if the customer does not have to log in. Figure 34: Tag Editor b Click the Login Required drop-down menu and select True if you want to require the customer to log in before viewing the page. Note Remember that the only page attributes used in a template are these two attributes. a On the blank line between </head?> and <body>. The code displays: <body> <rn:page_content /> </body> .Creating a template 115 6 Add code that defines the Login Required and SLA Failed Page attributes. type the page where customers will be redirected if they do not have a valid SLA. Note If the template that is applied to the page has a different Login Required attribute than the page. d Click the OK button to save your changes and close the Tag Editor. click the RN Meta button on the RightNow toolbar. so you do not need to set other page attributes for a template file.php"/> 7 To add a holder for the content of each page. c In the SLA Failed Page field. A line of code that resembles the following is added to the template.

follow these steps. Important The configuration of navigation tabs on the customer portal may be affected by the number of tabs as well as the length of the text strings used to label the tabs. For example. a Add a line before the page content line and click the RN Widget button. there should be only one <body> tag. The URL for each page follows the folder structure from the views/pages folder: http://<your_site>/app/<folder>/<page> The page controller processes the app/page requests and loads the appropriate page/template. If it is necessary to use a dynamic body tag. 9 Save your template in the views/templates folder. Preview your page to be sure that all navigation tabs reside on a single line. As a result. For information about defining widgets. b Click the Browse button to open the Select Item window. Creating a page The RightNow Customer Portal includes a default set of styled pages. click the encircled question mark to the right of the Browse button on the Tag Editor. if the allocated width is exceeded. the following code is problematic. f Repeats steps a through e for each navigation tab you want to add. d Click the OK button to close the Select Item window. tabs may not appear on the customer portal. <?if($abc):?> <body class="abc"> <?else:?> <body class="xyz"> <?endif. Tip To view the tag gallery page that describes the widget. use a PHP variable to accomplish this. If multiple <body> tags exist. The Tag Editor opens. refer to “Widget attributes” on page 146. called the reference implementation. the compile operation does not handle them cleanly. c Select standard/navigation/NavigationTab. e Select widget attributes and click the OK button.?> Chapter 5 .116 Creating Templates and Pages 8 To add navigation widgets above the page content in the template.

<? $class = ($abc) ? "abc" : "xyz". 3 In the Layout column. 2 In the Page Type column. select PHP. For example.php extension.php"> will be changed to <a href="/ app/home"> when you save the file. The Dreamweaver document window opens and displays generic page information in the Code section.?>"> To create a page in Dreamweaver: Important If you create a link to a RightNow page by dragging and dropping it from the list of files or by using the Insert Link menu. the folder structure will be changed and the extension removed so that the link will work on the customer portal page. the URL in the code will display the page name and a . ?> <body class="<?=$class. you do not need it to appear on the page. 4 Click the Create button. a Click the RN Meta button on the RightNow toolbar. The Tag Editor opens.Creating a page 117 To rewrite the code. after you save the file containing this link. Because this information is referenced in the template you have already created. use a PHP variable. select <none>. as shown in this example. 5 Select the code that appears in the Code section and delete it. 6 Add code that defines the page attributes. <a href="/euf/ development/views/pages/home. The New Document window opens. so you should delete it. . 1 Click File and select New.

type the page where customers will be redirected if they do not have a valid SLA. g In the SLA Required Type field. the page attribute will override the template attribute. f In the SLA Failed Page field. select False if the customer does not have to log in. You can type a message string directly (for example. or selfservice to indicate the type of SLA the customer needs before viewing the page. the page attribute will override the template attribute. Note If the template that is applied to the page has a different SLA Failed Page attribute than the page. c Click the Clickstream Tag drop-down menu and select one of the pages to indicate the type of page used for clickstream data and statistics collection.118 Creating Templates and Pages Figure 35: Tag Editor b Click the Answer Details drop-down menu and select True if the page is an answer details display page or False if it is not. they will be directed to the URL specified in the SLA Failed Page meta tag attribute. Note If the template that is applied to the page has a different Login Required attribute than the page. e Type the name of the page in the Page Title field. If customers do not have an SLA that matches the required type. <Your Page Title>) or you can type a label for a message base (#rn:msg:<ANSWER_LBL>#). d Click the Login Required drop-down menu and select True if you want to require the customer to log in before viewing the page. Chapter 5 . incident. type chat.

for example. save your changes. set the attribute on the embed tag after the src attribute. you must add the property wmode=transparent to both the object tag and the embed tag. change: <param name="WMode" value="Window" /> to <param name="WMode" value="transparent" /> To make this change for Firefox. the Flash player is positioned on the top layer by default. To add a widget to a page in Dreamweaver: 1 Add a line where you want to insert the widget and click the RN Widget button. which will obscure any RightNow elements below it. <rn:meta answer_details="true" login_required="true" title="My Page Title" template="unstyled. and close the Tag Editor. to change the code for Internet Explorer. 8 Save the page in the views/pages folder. A line of code that resembles the following is added to Dreamweaver. The Tag Editor opens. Note If you edit the default templates and pages used by the RightNow Customer Portal and decide you want to revert to an unedited version of the default. For example. . Adding widgets to pages You can add widgets to pages in Dreamweaver by simply dragging the widget you want to place from the rightnow/widgets/standard folder and dropping it onto the page.php" /> 7 Add whatever content you want to the page. add wmode="transparent" to the line that begins src=. i Click the OK button. the files can be found in the templates and pages folders under http://<your_site>/ euf/development/views/default. You can also use the following procedure to add a widget to a page in Dreamweaver.Adding Flash elements to pages 119 h Click the Ellipsis button (…) next to Template Path and select the template you want to associate to the page. To prevent this. Adding Flash elements to pages When you add Flash elements to a page of your customer portal.

Chapter 5 . Tip To view the tag gallery page that describes the widget. click the Insert RightNow Variable button on the RightNow toolbar. For information about defining widgets. The Insert RightNow Variable window opens. click the encircled question mark to the right of the Browse button on the Tag Editor. if a string originates from a RightNow message base. In other words. 4 Click the OK button to close the Select Item window. If you add a standard RightNow message base. and other text on the RightNow Customer Portal. it will be translated into the language of the interface. refer to “Widget attributes” on page 146. it will be internationalized across any interfaces of any language. 3 Select the widget you want to place on the page. labels. To insert a message base using Dreamweaver: 1 On the page where you want to add the message base. Adding message bases to pages A message base is an editable text string that allows international language support and customization of headings.120 Creating Templates and Pages 2 Click the Browse button to open the Select Item window. and the customer portal page will automatically display the text of the message base. You can reference a message base by its standard name in a line of code. Figure 36: Insert RightNow Variable Window 2 If the selection in the Variable Type field is not Message Base Entry. 5 Select widget attributes and click the OK button. buttons. click the drop-down menu and select Message Base Entry.

leaving the Insert RightNow Variable window open. 4 If you do not know the message base name. a Type the term you want to search for in the Find field and click the Search button. A list of message bases containing that term appears. and click the OK button. Figure 37: Search the Message Base Window with Search Results b Select the radio button for the Entry ID of the message base you want to include in the page code. click the Ellipsis button (…) to the right of the Entry ID field. the list contains the Entry ID on the left and the text of the message base on the right. The Search the Message Base window closes.Adding message bases to pages 121 3 If you know the message base location and the message base ID. . Then type the message base name in the Entry ID field. click the Message Base drop-down menu and select the message base location. 5 Click the OK button on the Insert RightNow Variable window to close the window and insert the message base variable into the page code. The Search the Message Base window opens.

122 Creating Templates and Pages Creating new content to use instead of message bases If you want to create new content. Customizing message bases If you want to customize a standard message base. Chapter 5 . To customize standard message bases: 1 Log in to the RightNow application. This lets you change the content once. 5 Click the Update button and then click the Commit and Exit button to save your changes. 4 Find the message base you want to customize and edit the message. and your change applies everywhere the message base is referenced. you can edit it using the Message Base Editor in the RightNow application. 3 Double-click Message Bases under System Configuration. the customer portal pages display your edited message base instead of the standard one wherever the code calls the message base. When you refresh the customer portal page where the message base appears. that is. 2 Click the Common Configuration button on the navigation pane. you can simply type the text you want to appear on the customer portal page directly into the page code instead of referencing a message base. your changes will take effect.

either one that is read-only or one that requires customer input. and searching for widgets. Refer to page 146. • Syndicated widgets—Describes syndicated widgets and includes the procedure to place a syndicated widget on a web page. . • Working with widgets—Describes the files that comprise a widget. For step-by-step instructions for configuring your customer portal. This section also describes the widgets page on the tag gallery. In this chapter • Overview of widgets—Contains a description of widgets and an explanation of the code used to call a widget from the RightNow Customer Portal pages. For example. a widget can be a button that launches a search or submits information. • Standard RightNow widgets—Lists all standard RightNow widgets and describes the function of each. or you can create new custom widgets from scratch. Refer to page 154. Refer to page 155. Also included is a discussion about widget attributes and the procedure to edit a report used by several widgets on a single page. or an information field. including the code for the various elements of a widget. RightNow provides a library of standard widgets that can be used in multiple ways by editing their attributes. Refer to page 124. a report that returns all answers that contain customer-entered search terms. The deprecation of widgets is also discussed in this section. navigating within the widget folders.123 6 Working with Widgets A widget is an element of the RightNow Customer Portal that performs a defined function. you can also refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community. Refer to page 129. You can also copy the standard widgets to use as the basis for creating customized functionality. • Customizing widgets—Contains the procedures to copy a widget using WebDAV and the tag gallery.

and tells the code to retrieve the RightNow message base named PRODUCT_LBL. or session URL information. for example. Widgets often communicate with the RightNow database and the server through AJAX requests. Table 15 breaks down the example code to show what each snippet identifies. When you add a widget to a page or a template.124 Working with Widgets Overview of widgets Widgets are a collection of files that produce specific functionality when they are placed on a page. message base. Identifies one of the widget attributes (in this example. path="standard/forms/ MenuFilterForm" data_type="products" label="#rn:msg:PRODUCT_ LBL#" required_lvl="2" Chapter 6 . the label. The “rn:” prefix identifies the tag gallery element. you add code that resembles the following example. Identifies another widget attribute. • path—Locates the widget on the server. other elements include. 2) that the customer must select before submitting a form. page metadata. <rn:widget path="standard/forms/MenuFilterForm" data_type="products" label="#rn:msg:PRODUCT_LBL#" required_lvl="2"/> Notice that the code for a widget uses the following elements. a widget. Specifies the widget name (MenuFilterForm) and the full path to its location (the /widget/standard/forms folder). • attributes—Specifies widget parameters used to define options that control functionality. they also communicate with other widgets through events. page title. Table 15: Widget Example Description Code rn:widget Description Identifies the line of code as one that adds a widget to the page. Identifies another widget attribute: the required number of product levels (in this case. “products”). Attributes are listed alphabetically for each widget when you select one in the tag gallery. in this case. page content. • rn:widget—Identifies the item as a widget to be rendered on the web page.

go to http://<your_site>/ci/tags. the tag gallery reflects those changes. When changes are made to standard widgets or when you add custom widgets to your web site. To open the tag gallery. so you must log in with your user name and password. You can also preview any changes that occur when you modify a widget’s attributes or create custom widgets. Opening the tag gallery requires you to have WebDAV permission set in your profile. Figure 38: Customer Portal Tag Gallery . refer to “RightNow Tag Gallery” on page 99. For detailed information about the tag gallery. The tag gallery is shown in Figure 38.Widgets page of the tag gallery 125 Widgets page of the tag gallery The RightNow Tag Gallery provides information about the tags you can use when you create pages and templates.

“Widget Folders for the Customer Portal. Custom Widgets Chapter 6 . code. and other elements that define individual widgets.” on page 203. Refer to “Customizing widgets” on page 154. attributes. the page shown in Figure 39 opens. where you can drill down to view the widget preview. refer to Appendix B. Figure 39: Widgets Page of the Tag Gallery Table 16 describes each of the links on the widgets page. For an alphabetic list of widgets and their folders. Displays any custom widgets you have created. Table 16: Widgets Page Description Section Standard Widgets Description Displays the categories for all RightNow standard widgets. Refer to “Standard RightNow widgets” on page 129.126 Working with Widgets When you click Widgets.

when they were deprecated. Refer to “Deprecated widgets” on page 143. Displays a report of the deprecated widgets in use on your customer portal pages and templates. After clicking Standard Widgets on the tag gallery and selecting a folder. you can click the dropdown menu associated with the folder level and select a different folder.Navigating the widget folders 127 Table 16: Widgets Page Description (Continued) Section Deprecated Widgets Description Displays a report of all currently deprecated widgets. Refer to “Deprecated widgets in use” on page 144. and the widgets that replace them. as shown in Figure 40. Deprecated Widgets In Use Navigating the widget folders The tag gallery is set up to allow quick navigation among the different widget folders. Figure 40: Tag Gallery Widget Navigation .

you can also use the widget search feature to find it. Figure 41: Search Widgets Menu Chapter 6 . as shown in Figure 41.128 Working with Widgets Searching for widgets If you know the name of a widget. Type the first few letters of the widget name in the Search Widgets field to display a drop-down menu of matching widgets.

For further information about each widget. Displays the chat hours that are available on the interface. Table 17: Standard RightNow Widgets Folder/Widget standard/chat ChatFormOpen Description Adds a standard HTML <form> tag. If you set the tab index attribute for one widget on a page. but it makes sense to follow their order on the page for customer ease of use.) Table 17 also includes the widget folder structure and lists all widgets in each folder. You must close the form with a </form> tag. You can set the tab index for each widget to whatever value you want. (WebDAV requires profile permissions to open the tag gallery. each subsequent press of the Tab key steps through the widgets in numerical order of their tab indexes. customers may see inconsistent results when tabbing through because different browsers handle that situation differently.Standard RightNow widgets 129 Standard RightNow widgets Table 17 describes each of the standard RightNow widgets. so you must log in with your user name and password. ChatHours ChatStatus . Displays a label that shows if a chat session is available based on the interface’s chat hours. which you must add before adding any Input fields when you create a form. refer to the RightNow Tag Gallery at http://<your_site>/ci/tags. it is good practice to set tab indexes for all widgets on that page. this widget also adds the hidden fields necessary to submit an incident to the chat server. Set the first widget’s tab index to 0. Note Many widgets have a Tab Index attribute that allows you to determine the order in which customers can tab through the widgets on the customer portal using the keyboard’s Tab key. When only some widgets on a page have a value for the tab index.

we strongly encourage you to replace it with AnswerSearchArea2.000 characters. The widgets that make up this composite widget include KeywordText. If the customer rates an answer higher than the specified threshold. and two instances of MenuFilterDropdown. The widgets that make up this composite widget include KeywordText. If you are using this widget. no additional information is solicited.130 Working with Widgets Table 17: Standard RightNow Widgets (Continued) Folder/Widget Description standard/composite The widgets in this folder are composite widgets that have been created by combining other widgets in a unique configuration to offer useful functionality. The message bases are HOW_COULD_THIS_ANSWER_BE_IMPROVED_MSG and WILLING_MOMENT_TELL_INFO_IMPROVED_MSG. however. the answer rating falls at or below a specified threshold. set the Threshold attribute of the AnswerFeedback widget to 0. If. The AnswerSearchArea widget will continue to be available until RightNow November ’10. This widget also includes links for Search Tips and Advanced Search as well as a search icon (a magnifying glass). AnswerFeedback Displays an answer rating scale and submits an incident that provides customer feedback about the answer.) The email address field on the form is populated if the customer is logged in. which can accept HTML and up to 1. and two instances of MenuFilterDropdown. (If you never want to solicit additional customer feedback. Displays a Search by Keyword field where customers can enter search terms. AnswerSearchArea AnswerSearchArea2 AnswerSearchAreaIcon Chapter 6 . This widget also includes links for Search Tips and Advanced Search as well as a Search button. SearchIcon. Deprecated in RightNow November ’08 and replaced by AnswerSearchArea2. Displays a Search by Keyword field where customers can enter search terms. Note: You can customize the messages that appear at the top of the Answer Feedback dialogs by editing the message bases. the FeedbackDialog widget opens a window on the page asking the customer for more specific comments. when it will no longer be supported. SearchButton.

Service Contracts. If the customer is not logged in. the customer’s organization (if applicable). Deprecated in RightNow November ’08 and replaced by LoginStatusAccount2.Standard RightNow widgets 131 Table 17: Standard RightNow Widgets (Continued) Folder/Widget LoginStatus Description Deprecated in RightNow November ’08 and replaced by LoginStatus2. when it will no longer be supported. we strongly encourage you to replace it with LoginStatusAccount2. this widget also includes a link for Advanced Search as well as a Search icon. Questions. The LoginStatus widget will continue to be available until RightNow November ’10. The LoginStatusAccount widget will continue to be available until RightNow November ’10. this widget also includes a link for Advanced Search as well as a Search button. this widget displays the LoginDialog widget. this widget displays the LoginDialog widget. Displays a Search by Keyword field where customers can enter search terms on the My Questions and question detail pages. including My Overview. This widget is identical to the LoginStatus2 widget except that it redirects the customer to the My Overview page after logging in. LoginStatus2 LoginStatusAccount LoginStatusAccount2 MyStuffNav MyStuffSearchArea MyStuffSearchAreaIcon . If you are using this widget. we strongly encourage you to replace it with LoginStatus2. Notifications. and then directs the customer back to the page where the login link was clicked. Displays a Search by Keyword field where customers can enter search terms on the My Questions and question detail pages. and the Logout link. which opens the Login window when clicked. Profile. which opens the Login window when clicked. when it will no longer be supported. Displays the customer’s first and last names with a welcome label. and the logout link. If the customer is not logged in. If you are using this widget. Displays the customer’s first and last names with a welcome label. Displays navigation buttons for the My Stuff page. and Change Password. the customer’s organization (if applicable).

an incident is created from the customer’s feedback. WebSearchArea standard/dialogs FeedbackDialog standard/display AnnouncementText Adds an Announcements text field that lets you input the contents of an HTML file. Places the reference number for a newly created incident on the confirmation message when a customer asks a question. The message base for the Site Feedback window is PROVIDE_SITE_FEEDBACK_ HDG.132 Working with Widgets Table 17: Standard RightNow Widgets (Continued) Folder/Widget SiteFeedback Description Displays a button that opens the FeedbackDialog window so customers can provide feedback about your site. Note: External searching displays the list of documents on the pages/answers/websearch_list. External searching allows content hosted on any web site to be indexed and searched on the customer portal. this widget cannot be used by itself. Displays a feedback window when called by the AnswerFeedback or SiteFeedback widget. Note: You can customize the message that appears at the top of the Site Feedback dialog by editing the message base. Widget attributes define the label for the text field and the HTML file that is displayed. The widgets that make up the composite WebSearchArea widget include the KeywordText. SearchButton.php page.000 characters. The email address field on the form is populated if the customer is logged in. which can accept HTML and up to 1. Adds a hierarchical tree of links to products or categories for an incident or answer. HierDisplay IncidentRefNoDisplay Chapter 6 .php page and the details of a selected document on the pages/answers/websearch_details. a list of related answers is returned. Refer to “Indexing web pages” on page 53. When customers click a product or category in the hierarchy. and WebSearchOptions. Displays a search widget that allows customers to conduct external document searching. Before you can use this widget. The report ID for this widget is 10016. web indexing must be enabled and configured.

it does not appear on the Ask a Question page.) This widget is for read-only fields. use the Display widget and enter the custom field ID as a widget attribute. repeat for every custom field you want to add. DisplayCustomAll DisplayNameFields DisplayNameFieldsValue . (Use the DisplayValue widget to output the value without formatting. Note: If you want to display only certain custom fields instead of all of them. Attributes of the StyleChooser widget include the path for page and widget CSS files. You set the widget attributes to define a column in a database table that gets displayed. Displays a customer’s first and last names in the correct order as determined by the language of the interface. if the customer has at least one incident available on an SLA.Standard RightNow widgets 133 Table 17: Standard RightNow Widgets (Continued) Folder/Widget RegionalStyleOverride SlaDiv Description Lets you set region-specific CSS files in the template for Japanese interfaces. use the InputCustomAll widget.) This widget is used only for display purposes. while others are text fields or radio buttons. Non-Japanese interfaces are not affected by this widget. Displays a customer’s first and last names as well as any suffixes in the correct order as determined by the language of the interface. the link or report is hidden. If the customer does not meet the requirements of the SLA (service level agreement). StyleChooser standard/field Display Displays the label and value of a field. Note: If you display a custom field that is not editable by customers. use the Input widget for fields that customers can write to. the data is expected to be within an HTML table tag. The displayed elements depend on the data type of the custom field. Lets you set page and global widget CSS files in the template. Adds a hidden HTML element that can surround the Ask a Question link and any report that displays answers. the link or report will be displayed. some custom fields are menus. (For example. to include editable fields in a form. Displays all custom fields that have been enabled for customer visibility (called End-user Visibility on the Custom Fields editor).

the value gets updated in the database. a notification appears and directs the customer to the account assistance page to retrieve the login name or password. Input InputCustomAll InputNameFields Chapter 6 . menu. then it appears in display mode (not input) on the customer portal. (Use the Display widget if you want the value to be formatted.) Note: If you want to create input fields for only certain custom fields instead of all of them. you can specify that through the widget attributes. for example. The input field depends on the data type. while others are text fields or radio buttons. repeat for every custom field you want to add. if these fields exist. Note: When you add a country or state/province input field.) This widget displays input fields. use the DisplayCustomAll widget. Displays input fields for a customer’s first and last names in the correct order as determined by the language of the interface. Displays input fields for all custom fields that have been enabled for customer visibility (called End-user Visibility on the Custom Fields editor).134 Working with Widgets Table 17: Standard RightNow Widgets (Continued) Folder/Widget DisplayValue Description Displays the value of a field. When customers or staff members update an input field. (If any custom field was set to read-only when it was created or edited on the administration interface. If you want the field to be required.) Displays a label and an input field from the database for use in a form. use the Input widget and enter the custom field ID as a widget attribute. or radio button. a country or state/province selector is available on the customer portal. You define a column in a database table that gets displayed on the customer portal as an HTML field for the customer to enter and edit data. the value is displayed without formatting. it might be a text field. The validate_account attribute can be set to true to determine if a customer’s login or any email address fields already exist in the knowledge base. to make the custom fields read-only. You set the widget attributes to define a column in a database table that gets displayed. some custom fields are menus. The displayed elements depend on the data type of the custom field. (For example.

If you are using this widget. You must use this widget before any input fields when you create a form. Deprecated in RightNow November ’08 and replaced by AnswerFeedback and Site Feedback. we strongly encourage you to replace it with the AnswerFeedback or Site Feedback widget. and ChatStatus widgets. The FeedbackForm widget will continue to be available until RightNow November ’10. Displays a drop-down menu of products or categories for the customer to select when asking a question or opting to be notified when answers relating to those products and categories are created or updated. Deprecated in RightNow May ’09 and replaced by ChatForm Open. and ChatStatus. we strongly encourage you to replace it with the ChatFormOpen. ChatHours. Description ChatForm FeedbackForm FormButton FormOpen MenuFilterForm . when it will no longer be supported. ChatHours. The ChatForm widget will continue to be available until RightNow May ’11.Standard RightNow widgets 135 Table 17: Standard RightNow Widgets (Continued) Folder/Widget standard/forms ChatButton Adds a Submit button that initiates a chat session when the customer clicks it. If you are using this widget. and you must close the form using the standard </form> tag. Adds a Submit button that submits a form when the customer clicks it. Note: This widget is valid only when placed within a chat form. Creates a standard HTML <form> tag. Note: This widget is valid only within a form widget. when it will no longer be supported.

Note: If the truncate_size attribute is used. however. Use this widget in conjunction with a report. 2 for recommended categories. Note: This widget is functional only when cookies are enabled. search keywords in the previous answers will be highlighted. Displays a list of recommended answers or documents as determined by the Topic Words feature. Log In and Cancel buttons.136 Working with Widgets Table 17: Standard RightNow Widgets (Continued) Folder/Widget standard/knowledgebase PreviousAnswers Displays a list of answers previously viewed by the customer during the current session. Displays a list of answers related to the currently displayed answer under the heading “Answers others found helpful” on the Answer display page. the displayed answer will contain the number of characters specified in the attribute’s value. (Answers can be related manually when editing an answer on the RightNow Console. customers with existing passwords cannot log in if you disable the field. Chapter 6 . the widget will not display if the setting is 0 or 4. If the truncate_size attribute is used. Description RelatedAnswers SearchSuggestions TopicWords standard/login LoginDialog Displays a Log In link that opens a login window with the User Name and Password fields. If the highlight attribute is used.) If the highlight attribute is used. and a link for more options. answer tags and variables will be expanded before truncation. the displayed answer will contain the number of characters specified in the attribute’s value. search keywords in the related answers will be highlighted. they may also be related automatically based on customer interactions on the customer portal. Displays suggested searches (related to the products and categories of the displayed answer) as determined by the Suggested Searches feature using the customer’s search terms. You can edit the widget attributes to disable the Password field. and 3 for both. Note: Set SEARCH_SUGGESTIONS_DISPLAY to a value of 1 to turn on recommended products. answer tags and variables will be expanded before truncation.

however. customers with existing passwords cannot log in if you disable the field. when it will no longer be supported. use this widget instead of the NavigationTab if you want to disable the Ask a Question page until the customer searches or views answers. we strongly encourage you to replace it with AnswerNotificationIcon2. The link displays only if the customer has a valid SLA (service level agreement). It also includes a More Options link that opens the Login page. The LoginPopup widget will continue to be available until RightNow November ’10. or request account assistance. LoginPopup LogoutLink standard/navigation NavigationTab Adds a link to the page. we strongly encourage you to replace it with LoginDialog. when it will no longer be supported. You can edit the widget attributes to disable the Password field. Adds a navigation link that changes its CSS class when the current page is in the pages list.Standard RightNow widgets 137 Table 17: Standard RightNow Widgets (Continued) Folder/Widget LoginForm Description Adds the Username and Password fields and the Log In button to allow customers to log in to your web site. Adds a link that can be hidden until customers perform a specified number of searches or view a specified number of answers. allowing customers to log in. SequentialTab SlaTab standard/notifications AnswerNotification Deprecated in RightNow November ’08 and replaced by AnswerNotificationIcon2. The link can be styled to look like a tab or any other navigation element and can be nested to create multiple navigation levels. If you are using this widget. Deprecated in RightNow November ’08 and replaced by LoginDialog. If you are using this widget. Adds a Logout link that logs customers out of the web site when they click the link. The AnswerNotification widget will continue to be available until RightNow November ’10. create a new account. .

Adds a button that lets customers renew their request for an answer notification when they are on the page that displays a specific answer. the Login window opens. when it will no longer be supported. Notifies customers that they are unsubscribed from an answer notification request when they click a link in the email notification. a window displays a message that the request was successful and a link to the My Notification Requests page. and deleting notifications. This widget also displays a list of the product/category notifications with the options of adding. when it will no longer be supported. the button is not displayed. AnswerNotificationIcon2 DeleteButton DeleteButton2 ProdCatNotification RenewButton Unsubscribe Chapter 6 . if the customer is not logged in when the button is clicked. we strongly encourage you to replace it with AnswerNotificationIcon2. Deprecated in November ’08 and replaced by DeleteButton2. Adds a button that lets customers delete their request for an answer notification when they are on the page that displays the specific answer. If you are using this widget. If notifications never expire (because you set ANS_NOTIF_DURATION to 0). Adds a link to the My Notifications Request page that allows customers to subscribe to answer notifications by product and category. When customers click this button. The AnswerNotificationIcon widget will continue to be available until RightNow November ’10. This widget is placed on the account/notif/unsubscribe page. If you are using this widget. This widget allows customers to unsubscribe to multiple notification requests and to resubscribe.138 Working with Widgets Table 17: Standard RightNow Widgets (Continued) Folder/Widget AnswerNotificationIcon Description Deprecated in RightNow November ’08 and replaced by AnswerNotificationIcon2. Displays a link that customers can click to request an answer notification. The DeleteButton widget will continue to be available until RightNow November ’10. renewing. we strongly encourage you to replace it with DeleteButton2.

an excerpt from the answer on the second line. Description PagesSelect ResultInfo standard/search BrowserSearchPlugin Adds a link to a page that web browsers can detect to implement the RightNow search functionality on the site. Adds a pagination drop-down menu and arrows that let customers scroll through the pages of a report. including the number of records and other information you can specify in the widget’s attributes. Note: This widget should be used in conjunction with all reports if SEARCH_RESULT_LIMITING is set to a value greater than 0. and the date the answer was updated on the third line. including: • No results found • Search results 1 to 5 of 40 • Did you mean • Suggested searches • These words were not included • These words were not found SearchTruncation Adds a button to let customers display more results when the number of results for the report have been truncated. which means that the number of initial search results is limited. Displays the report you specify in a line-by-line format.Standard RightNow widgets 139 Table 17: Standard RightNow Widgets (Continued) Folder/Widget standard/reports Grid Multiline Displays the report you specify in a table or grid format. This allows browsers to directly query the Answer and External Document search pages. the exact formatting depends on the style of the selected report. Displays information about the report results. depending on the report styling. . The default report shows the answer subject on the first line.

Adds a menu that lets the customer filter a report using standard or custom fields. When customers click a product or category. we strongly encourage you to replace it with FilterDropdown. If you are using this widget.140 Working with Widgets Table 17: Standard RightNow Widgets (Continued) Folder/Widget CustomMenu Description Deprecated in RightNow November ’08 and replaced by FilterDropdown. Adds a drop-down menu to show standard and custom run-time search filters of the types varchar and int. refer to the RightNow Analytics Manual. Adds a Search by Keyword field that lets customers enter search terms used for searching the knowledge base. a list of answers associated with that product or category is displayed. but custom reports may need to be modified. or the incidents from all contacts within the organization and the organization’s subsidiaries (which is the default setting). Standard reports meet this criteria. Displays hierarchical trees of products and categories in a separate window and includes a Close Window button. Set the search_on_select attribute to true to automatically trigger a search when customers select a menu option for viewing incidents. FilterDropdown KeywordText MenuFilterDropdown MenuFilterList OrgList SearchAllList Chapter 6 . they will have to click the Search button on the page. or the incidents from all contacts from the customer’s organization. Adds a drop-down menu that displays products and categories and allows customers to select these as filters for their search. Allows filtering of incident reports to display only the customer’s incidents. otherwise. The CustomMenu widget will continue to be available until RightNow November ’10. when it will no longer be supported. Also set the value of MYQ_VIEW_ORG_INCIDENTS to 2 to avoid displaying a Permission Denied message to the customer. For information about custom reports. customers can enter up to 255 characters in the search field. Caution! The End-User My Stuff Report you select for the report_id attribute must be based on incidents and joined on organizations so that customers can view the report.

Deprecated in RightNow November ’08 and replaced by EmailLink2. Adds a Sort By drop-down menu for sorting a report by any of its column headers. Displays a field where a customer can add a file attachment to a chat session. EmailLink . Provides sorting and search type options that can be used with the external document searching report. we strongly encourage you to replace it with EmailLink2. this widget also includes a drop-down menu for selecting ascending or descending sort order. The EmailLink widget will continue to be available until RightNow November ’10.Standard RightNow widgets 141 Table 17: Standard RightNow Widgets (Continued) Folder/Widget SearchButton Description Adds a Search button that customers can click to search a report in the knowledge base. the widget attributes specify the report to be displayed. The widget also includes an Attach Documents header and Browse and Close buttons. When customers submit a request. when it will no longer be supported. Adds fields for customers to enter their user name and request that their password be reset. SearchIcon SearchTypeList SortList WebSearchOptions standard/utils Blank ChatFileAttachmentUpload EmailCredentials Adds a blank widget that you can use to create a custom widget. Adds a Search icon to be used as an alternative to the SearchButton widget. If you are using this widget. Adds a Search Type drop-down menu that customers can use to indicate the type of search they want to use. Note: This widget must be used with the KeywordText widget. they receive an email with their user name or a link to a page that lets them reset their password.

Adds the Print button and link. Customers can type only one email address in the Recipient Email field. when it will no longer be supported. customers can change the Your Name field but are prevented from changing the Your Email field. If you are using this widget. If the incident ID or answer ID is available. Adds the Attach Documents field and Browse button that allow customers to attach files to their chat session. Note: The Email Answer option must be enabled on the End-user Email tab of the Messages editor (Common Configuration>Communication Configuration>Messages) in order for this link to work without error on the customer portal. they must complete the name and email address fields. we strongly encourage you to replace it with EmailCredentials. If they are logged in. The email subject is the answer’s Summary field. it will be passed from the current page to the print page. the customer name and email address fields are automatically populated.142 Working with Widgets Table 17: Standard RightNow Widgets (Continued) Folder/Widget EmailLink2 Description Adds a link to allow customers to email an answer to another email address. The EmailPassword widget will continue to be available until RightNow February ’11. Deprecated in RightNow February ’09 and replaced by EmailCredentials. which opens the Print dialog when clicked. Adds an Update Question button that opens the Update My Question window when it is clicked so the customer can add information to the incident being viewed. If customers are not logged in. which is not editable. EmailPassword FileAttachmentUpload IncidentUpdateLink PrintPage Chapter 6 .

The min_ agents_avail attribute can change from minute to minute so it may be too variable to be useful. Adds an RSS button that provides a link to the RightNow Open Search feature. the proactive chat will not be offered. Table 17 on page 129 includes widgets that have been deprecated in RightNow August ’09. Note: Set Guess Product (or Category) Value to True to have the chat request try to determine the product (or category) for routing the chat request to the appropriate queue. If cookies are disabled on the customer’s browser. If the customer does not have a login in the contact record. Note: Most RightNow customers are required to display the RightNow logo on the customer portal as part of their contract.Deprecated widgets 143 Table 17: Standard RightNow Widgets (Continued) Folder/Widget ProactiveChat Description Offers a chat session to the customer based on criteria that includes the time the customer has spent on the page and the number of searches conducted as well as chat agent availability and estimated wait time. they will no longer appear . Do not remove this logo without first verifying your organization’s contract with RightNow Technologies. Cookies are used to prevent offering a chat to the customer more than once during a session. the widget provides a link to the Account Assistance page. The product or category is determined by the deepest level found on the page from which the chat request originates. ResetPassword RNTLogo RSSIcon Deprecated widgets Deprecated widgets are those that have been replaced with newer widgets but remain in the RightNow Customer Portal for two years so that you can continue to use them before you upgrade to their replacements. Adds the “Powered by RightNow” logo. at that time. Widgets that have been deprecated in this release will be phased out with the release of RightNow August ’11. If the link has expired. Tip: It is better to use the wait_threshold attribute as a criteria for offering a chat than the min_agents_avail attribute. the Username field is displayed. Reads an encrypted URL parameter to verify a customer’s identity when they want to reset their password.

and the widget that replaces it.144 Working with Widgets in the tag gallery and will no longer be supported. when it will be removed from the customer portal. we strongly encourage you to upgrade to the replacement widget. The report displays when each widget was deprecated. Although the deprecated widgets will continue to function. as shown in Figure 42. Figure 42: Deprecated Widgets Report Deprecated widgets in use You can also view a list of the deprecated widgets that appear in your development pages. Click a widget in the Deprecated Widgets Used column to view the widget and see what widget replaces it. Every deprecated widget has been replaced by a new widget. Chapter 6 . You can view a list of all deprecated widgets by clicking Deprecated Widgets on the widgets page of the tag gallery. Click Deprecated Widgets In Use to see a report that resembles Figure 43.

but the page banner displays all the deprecated widgets for the page. and any composite widgets on the page. .Deprecated widgets in use 145 Figure 43: Deprecated Widgets in Use Report Note The number of widgets listed in this report may be different from what you see in the page banner if you open the page is development mode. the page’s template. The report displays pages and templates separately.

you must also edit each widget that references the report. Chapter 6 . You can also use the Tag Editor in Dreamweaver to edit a widget’s attributes. Widget attributes Each widget has properties that are specific to that widget on the page on which it is placed.146 Working with Widgets Working with widgets This section describes the files that make up a widget. When you change the report used on a page. The controller file has two functions: constructing the widget and getting the data. “Developer Resources for the Customer Portal. For a description of each of the files that comprise a widget. The widget may subscribe to or fire custom events to and from the event controller. Widget files A widget is simply a collection of files. • view. and logic files. • logic. refer to Appendix A. although the logic file is optional for a few.php—This file contains all HTML required to display the widget. A widget on one page can have one set of attributes.” on page 193. here is the code for the standard search widget KeywordText. It also discusses widget attributes and shows you how to modify them in the tag gallery and in Dreamweaver’s Tag Editor. The RightNow Tag Gallery alphabetically displays and explains all the attributes of each widget and tells you how the attribute must be defined in the widget code. that procedure is included in this section. Most widgets have controller. This file also contains logic for updating the widget’s HTML when new information is received from an event. This file also links the controller and logic files to the view. <rn:widget path="standard/search/KeywordText" /> The KeywordText widget is displayed in the Widget Preview of the tag gallery as shown in Figure 44. • controller.php—This file renders and previews the widget and sets default values for all the attributes and parameters. including sample code.js—This file contains the display logic and events for the widget. For example. The HTML displays the elements. while the same widget on a different page may have different attributes. while the JavaScript file contains the widget logic. it also uses meta tags to instantiate JavaScript files. and composite widgets have view files only. view.

or using any other interactive functionality in the preview mode.Widget attributes 147 Figure 44: Preview of KeywordText Widget You can modify the code on the Code Preview window of the tag gallery and then click the Display button to view the modified widget in the Widget Preview. Each of the attributes for the widget you selected is listed alphabetically in the Attributes section of the tag gallery for the widget. to change the label (which is “Search by Keyword” in Figure 44). you cannot access specific contact or incident information through the Preview mode. Additionally. modify the widget code to: <rn:widget path="standard/search/KeywordText" label="Type your search term here" /> Click the Display button and the Widget Preview now looks like Figure 45. you cannot interact with the widget by clicking a button. Note Although you can view how many modified widgets appear in the Widget Preview. selecting a dropdown menu. Follow this format to modify the code using the attribute information: <attribute>="value" For example. .

Figure 46: KeywordText Widget on the Tag Editor Chapter 6 . copy the code from the Code Preview window and paste it in the code for the page where you want to add it. To make this same change in Dreamweaver. The Tag Editor opens and displays the attributes for that widget. right-click the line of code containing the widget and select Edit Tag. Type the new label in the Label attribute field and click the OK button.148 Working with Widgets Figure 45: Preview of Modified KeywordText Widget Once you are satisfied with the changes you made to the widget.

When you reference a report (for example.Reports in widget attributes 149 Reports in widget attributes You might have noticed that several widgets include a report_id attribute. This attribute defines the report to be displayed by the widget. The Hide or Display Details window opens. The Reports explorer opens. the Answers report for the KeywordText widget). . 3 Double-click Reports Explorer. 2 Click the Analytics button on the navigation pane. (Alternately.) Figure 47: Reports Explorer 5 On the report ribbon. click the Choose Details button in the Display group on the right. The following procedure tells you how to find the report ID. To find report IDs: 1 Open the RightNow application. you can search for the report. you must know the report’s ID number. 4 Drill down through the reports in the tree until the report you want is displayed in the list on the right.

you must also change the report in the End-User Visible Answers Report field on the Interfaces editor of the RightNow Console. The default Find Answers page (views/pages/answers/list. Figure 48: Reports Explorer with ID Column Modifying reports used in widgets When a page includes a report and search navigation. The report ID now appears in the list of reports. for example. Each widget must reference the same report as the others for the page to display meaningful information.php). Chapter 6 . This communicates to the knowledge base what report is being used on the customer portal. which uses complex expressions as a search filter (report ID 166). Multiline. as shown in Figure 48. these widgets are ResultInfo.150 Working with Widgets 6 Select the check box for ID and click the OK button. it contains multiple standard report widgets. includes four widgets that call the default Answers report. Note If you change the default report (report ID 166. and two instances of the PagesSelect widget. which is the Answers–Complex Expression Search Default) on the Find Answers page. Refer to the RightNow Administrator Manual for the procedure to change the answers report on the Interfaces editor.

change all reports on the page from report ID 166 to report ID 170. the composite widget is comprised of a combination of widgets. This is true whether you want to create a custom report for use on the page or if you want to use an existing standard report. you need to change the report ID for all the widgets contained on the page as well as the composite search widget. SearchIcon. For example. in the case of the AnswerSearchAreaIcon composite widgets. HTML answers open in the same browser window. you must modify the report ID in the four widgets on the Find Answers page as well as in the composite AnswerSearchAreaIcon widget. . those widgets include the KeywordText. The following procedure describes the changes you must make to the Find Answers page and associated widgets when you change the report that is displayed. The main thing to remember is that all widgets must call the same report ID number. This ID gets passed to the widgets that comprise the composite.) 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 Support Home page. customers can then click the Back button when they are finished to return to the report. The code that calls the composite widget also specifies the report ID for the standard Answers report. and two instances of MenuFilterDropdown widget (one for products and one for categories).Reports in widget attributes 151 The Find Answers page also calls AnswerSearchAreaIcon. if you want to use a different report on the Find Answers page. If your knowledge base contains many URL answers and file attachment answers. The RightNow Customer Portal has several standard pages that include this combination of a report and search navigation. Note When customers click an individual answer in the Most Popular Answers report on the Support Home page or in the Find Answers report on the Find Answers page. you may prefer they open in a separate window. that is. change all the reports on the page from report ID 162 to report ID 171. If you change the report used for any page that uses a combination of report and search navigation. If you 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. (Refer to the RightNow Service User Manual for information about the different types of answers. but the procedure is similar for any page that uses a combination of widgets that reference a single report. You can also create custom pages that employ the combination of report and search navigation. which is a composite widget.

Note the report ID number. (To call a different standard report. If you need more information. Important So that your customer portal search functions all work the same way. you can find the report ID number by clicking the Definition button (in the Report group on the Home tab of the report ribbon) and selecting View. Refer to the RightNow Analytics Manual if you need help with this step. selecting the check box for ID. Or. make the necessary changes. <rn:widget path="standard/composite/AnswerSearchIcon" report_id="166"/> <rn:widget path="standard/reports/PagesSelect" report_id="166" forward_img="/euf/assets/images/page_forward. you should also change the reports used on the answers/detail and home pages.gif" /> <rn:widget path="standard/reports/ResultInfo" report_id="166"/> <rn:widget path="standard/reports/Multiline" report_id="166"/> <rn:widget path="standard/reports/PagesSelect" report_id="166" forward_img="/euf/assets/images/page_forward. copy the standard Answers report. make note of the report ID number. and clicking the OK button. you can display the column by clicking the Choose Details button (in the Display group on the Home tab). refer to “To find report IDs:” on page 149.gif" /> 4 Save the changes to the list. When different reports are used on the three pages.gif" back_img="/euf/assets/images/page_back.gif" back_img="/euf/assets/images/page_back. unexpected results may occur. 2 Open the Find Answers page file (views/pages/answers/list.php). The AcId value in the upper left corner of the Report Definition window is the report ID.152 Working with Widgets To change the report called by the Answers List page: 1 To create a custom report. and save it as a custom report.) Tip When a report is open. if the Reports explorer does not display the ID as one of its columns. 3 Replace the report ID “166” with the report ID of the report you want to use for each of the following five lines of code.php file. Chapter 6 .

The following procedure demonstrates how to make this change on the Find Answers page. but each of the report widgets has a perpage attribute that lets you change the number of displayed answers. 2 Add perpage="X" to the lines of code for each widget so that they resemble the following examples. that value takes precedence over the perpage report widget attribute.php file. “X” is the number of answers you want each page to display. which will be defined as 5 in this example. <rn:widget path="standard/reports/PagesSelect" report_id="166" forward_img="/euf/assets/images/page_forward. the page displays the number specified in the report. By default. .gif" back_img="/euf/assets/images/page_back.php). Note If a customer has entered a value in the List Items Per Page field on the My Stuff Profile page.gif" perpage="5" /> 3 Save the changes to the list.gif" back_img="/euf/assets/images/page_back. To change the number of answers displayed on the Find Answers page: 1 Open the Find Answers page file (views/pages/answers/list.gif" perpage="5" /> <rn:widget path="standard/reports/ResultInfo" report_id="166" perpage="5" /> <rn:widget path="standard/reports/Multiline" report_id="166" perpage="5" /> <rn:widget path="standard/reports/PagesSelect" report_id="166" forward_img="/euf/assets/images/page_forward.Reports in widget attributes 153 Modifying the number of answers displayed on a page You may want to change the number of answers that are displayed on the report on the Find Answers page.

change the code in the view file of the custom widget. You can copy a standard widget to serve as a basis for a custom widget. Never give a custom widget the same name as an existing widget. After upgrade. Tip When you create a custom widget by copying a standard widget. By retaining those references. you prevent being forced to manually upgrade the custom widget if the standard widget is upgraded in the future. To create a new look or functionality. a warning message is displayed on the development pages when the widget is referenced and in the deployment log. If. Important Widget names can consist only of alphanumeric characters and underscores. To customize a widget. you can copy an existing standard widget that has similar functionality and paste it in the custom widget folder under a subfolder with the new widget’s name. the tag gallery may display incorrect information about the attributes for the custom widget. but retain the references to the controller and model of the original widget. for example. Chapter 6 .154 Working with Widgets Customizing widgets You can modify a standard widget’s attributes to customize its functionality on any given page. whether standard or custom. widgets/custom/ path1/MyTestWidget and widgets/custom/path2/MyTestWidget). If the widget name is invalid. Even if the paths are different (for example. conflicts will occur if you use both widgets on the same page. use the following code in your custom widget’s view file to refer to the standard controller file: <rn:meta controller_path="standard/utils/PrintPage" js_path="standard/utils/PrintPage" /> However—and this is important—future upgrades to the controller of the standard widget may display attributes in the tag gallery that are not actually available for the custom widget you have created. then you can edit any of the files that comprise the widget. Develop a naming standard for widgets to prevent this and require developers to check that widget names are not reused. you want to use the standard PrintPage widget as the basis for a custom widget. you might want to determine if you can accomplish your goals by modifying the CSS files rather than creating a custom widget and editing the code in the view file.

. 3 Paste the copied widget into the euf/development/widgets/custom folder. Or you might want to offer your customers a chat after they have been on a page for a specified period of time. for example. The widget name is the name of a subfolder that contains the controller. refer to “To place a syndicated widget on a web page:” on page 160 for the full procedure. and a link to additional results on the customer portal pages. from your home page instead of having to go to your support site. and view files. Syndicated widgets access the RightNow knowledge base. whether to display a description of each answer and. such as the dollar value or type of products in your customer’s shopping cart. The following procedures describe only how to change these attributes for the KnowledgeSyndication widget. KnowledgeSyndication widget The KnowledgeSyndication widget displays a search field. Syndicated widgets The RightNow Customer Portal offers two syndicated widgets: KnowledgeSyndication and ProactiveChat. a list of answers from the knowledge base. you can even trigger a chat offer based on other conditions. For details about the files that make up a widget. If you want to write your own custom rules. Now you can modify any of the files that comprise the widget. recommended documents. refer to “Widget files” on page 198. You might want to let your customers search the knowledge base. but they do not have to be placed on customer portal pages. You can also specify the products and categories to be associated with the report or you can let the widget “read” the content of the page and use context-sensitive information to determine what answers should be returned. the length of the description. This configurable widget also lets you display spelling corrections and suggestions.Syndicated widgets 155 To copy a widget using WebDAV: 1 From your WebDAV connection. find the widget you want to copy in euf/rightnow/ widgets/standard/<widget subfolder>. and other suggested searches. they can be placed on any page of your web site. if so. logic. instead. You can configure the number of displayed answers. 2 Right-click the folder for the widget you want to copy and select Copy. 4 Rename the widget using your organization’s widget naming conventions.

and dispositions.2” and it defines the subproduct with ID 2 under the top-level product with ID 1.156 Working with Widgets To define products for a KnowledgeSyndication widget report: Note This procedure describes how to specify the products used for a search with the KnowledgeSyndication widget. any intermediate levels should be listed in descending order. type the product ID in the field.” There are three products being specified in this example. 4 Mouse over the product name to display its ID.” This defines a third-level product with ID 55 under a second-level product with ID 44. the product ID will be a comma-separated series of the ID numbers in the product hierarchy. The first product is “1. where the ID number for the Prepay Call Plan is 47.2.55. type a semicolon between product IDs. Chapter 6 . 1 With the KnowledgeSyndication widget open on the tag gallery. 3 To specify additional products for the search report. 2 To specify a single product for the search report to search on. which is a sub-product of the top-level product with ID 33. The procedure to specify categories is identical. For example. scroll to the Configure Widget section of the page and find the attribute called p. Note If you specify a sub-product. The content pane displays separate columns for products. The third product in this example is a top-level product with ID 6.33. categories.6.44. 2 Double-click Products/Categories/Dispositions under Customizable Menus. Refer to “To find a product ID number:” on page 156 if you do not know the product ID number.55. but the attribute name is c for categories instead of p for products. assume the product attribute field contains “1. with the highest level product first and the specified sub-product last. as shown in Figure 49. 3 Expand the products tree if necessary to display the product you want to select.44. The second product is “33. To find a product ID number: 1 Click the Service Configuration button on the navigation pane.

2 In the field. 5 Type the full path of the product hierarchy into the p attribute field of the KnowledgeSyndication widget. the ID would resemble 313. In this example. mouse over the parent product to also get its ID.420.47. . If the product was a fourth-level product.KnowledgeSyndication widget 157 Figure 49: Product ID Mouseover a If the product is a sub-product.293. as it is in the example in Figure 49. In the example. type any HTML elements you want to be read and evaluated for context sensitivity. To use context-sensitive page answers to return search results: 1 With the KnowledgeSyndication widget open on the tag gallery. scroll to the Configure Widget section of the page and find the attribute called context.425. The highest level product ID is listed first and the sub-product you selected is last in the comma-separated series. Separate the elements with a comma. you would type 421. the ID for the parent product Call Plans is 421.

Step 2 When the customer accepts the chat request. categories. The widget also lets you configure images. these conditions include a minimum number of available agents and a wait time for a chat that is less than the value you define. custom fields. the chat page that opens contains by default any incident custom fields that have chat visibility. and other rule conditions. You must enter the ID for the sub-level if you want to specify a sub-product or sub-category rather than a parent level. Figure 50: Syndicated ProactiveChat Widget The following summary of events that occur when a customer submits a chat request through the ProactiveChat widget applies to both ProactiveChat widgets: the one in the standard/utils folder as well as the syndicated widget. You can specify that other conditions be met after the amount of time has elapsed but before the chat is offered. Chapter 6 . refer to “To find a product ID number:” on page 156.158 Working with Widgets ProactiveChat widget The ProactiveChat widget opens a chat invitation to your customers after they have spent a certain amount of time on the page where the widget is placed. Note When you select the specific product or category you want to use for routing. the chat session routing rules determine what queue the chat request will be directed to based on products. You can define a product and category to route the session into an appropriate chat queue and specify whether customers can ignore the invitation or must respond to it. and messages for the chat invitation window. To determine the ID for a product or category. labels. Step 1 Before the chat is offered to the customer. If you have added the ability to select products or categories to the page. you can enter only one product or category in the attribute. they will appear as well.

But you may want to define custom rules that specify other conditions for triggering a chat offer.rightnow. For example. and ignored chat invitations. and accepted. proactive chat invitations. The ProactiveChat widget provides an API to request agent availability and offer chats to customers based on the conditions you define. After you create the custom page. • Proactive Chat Offer Statistics—Shows the number of site visits. and accepted (with and without agent interaction). We recommend that you do not add any fields to the chat page that would result in a queue reassignment if the customer edits that field because that reassignment does not occur with either the standard or syndicated ProactiveChat widgets. but because rules are not run on the updated chat page. For code samples and to see how other developers are using the ProactiveChat widget. change the chat_login_page attribute for the ProactiveChat widget to specify the custom page. you can define the time a customer must spend on a page before a chat invitation is offered. refused. you can create a custom chat login page. This can be accomplished either through an event or with a direct method call. abandoned. If you want to display a different page to customers who enter a chat session through a proactive chat offer than you display to customers who submit a chat request by clicking the chat login. that information is passed to the agent on the chat session workspace. you may want to offer a chat to customers who have a certain dollar value or a specific type of product in their shopping cart. Creating custom rules for the ProactiveChat widget Using only the attributes of the ProactiveChat widget.com/developer/. They can be found in the Reports explorer under Public Reports>Service>Chat Reports>Proactive Chat. the customer may change a field that might have triggered the chat being assigned to a different queue. • Proactive Chat Summary Statistics—Shows the number of chat requests resulting from a proactive chat invitation and the number of chat sessions that were deflected. The custom code to trigger a chat offer must appear on the same page where you place the ProactiveChat widget. However. declined. As a result.ProactiveChat widget 159 Step 3 If the customer changes any of the information on the chat page. the original queue assignment does not change. refer to the RightNow Developer Community at http://community. . Reports for the ProactiveChat widget The following standard reports are offered for the ProactiveChat widget. the rules engine does not run again.

160 Working with Widgets Editing the syndicated widgets The RightNow Tag Gallery provides the information you need to add a syndicated widget to a page on your web site. The following procedure provides a high-level overview of working with syndicated widgets. The page displays a preview of the widget and the code you will add to your page. 3 Select the widget you want to add to your web page. you simply select and copy the code to your page to place the syndicated widget on it. the code for the widget is also modified to reflect the changes you make. For specific information about the attributes for each of the widgets. 2 Click Syndicated Widgets. It gives you a preview of the widget. refer to the tag gallery. Note Your profile must have WebDAV permission enabled. Chapter 6 . To place a syndicated widget on a web page: 1 Type http://<your_site>/ci/tags to open the RightNow Tag Gallery. which you can edit by modifying its attributes. As you make changes and preview them. When you are finished modifying the widget.

The attribute is on the left. .Editing the syndicated widgets 161 Figure 51: KnowledgeSyndication Widget in the Tag Gallery 4 Scroll down to the Configure Widget section and begin modifying the widget attributes as you choose. the value is in the center. and a description of the attribute is on the right.

162 Working with Widgets Figure 52: Configuring KnowledgeSyndication Widget Attributes Chapter 6 .

dtd"> 7 On the right side of the tag gallery. Continue to configure the widget until you are satisfied with the result.0 Transitional//EN" "http://www. Each of the syndicated widgets has its own CSS file.org/TR/xhtml1/DTD/xhtml1-transitional. <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1. Add the following code to the top of the page before your first HTML tag. 12 Save your web page. you need to paste this code only once. click the Apply button at the bottom left of the Configure Widget section. you must reload the page to see your changes. click the top Select Text button to select the code in the first yellow box and press Ctrl+c to copy the code. Note The pages that contain a syndicated widget must use well-formed HTML and contain a doctype tag at the top of the page in order for it to render correctly in Internet Explorer 7. The file is located in the euf/assets/css/syndicated_widgets/standard folder. 9 Click the second Select Text button and copy the code that defines the widget. and pasting it where you want the widget to appear. Note You can also edit the CSS file to modify the widget’s appearance. 8 Paste the code into your page file just before the closing </body> tag.w3. copying the code. 11 In the page file. add the following line of code wherever you want the syndicated widget to appear. . Even if you plan to use multiple syndicated widgets on the page. <div_id="myDiv"><\div> Note You can also copy this line from the tag gallery by pressing the third Select Text button. If you modify the CSS file.Editing the syndicated widgets 163 5 To preview your changes. 10 Paste the copied code just below the code you copied in step 8. 6 Open the web page you want to add the widget to.

164 Working with Widgets Chapter 6 .

you are ready to deploy those pages. Refer to page 166. you can promote them into production on your site. and information about viewing the deployment logs. The profile for your staff account must have CP Deploy permission enabled before you can deploy a site. In this chapter Deployment overview—Contains a discussion about what happens during deployment of the RightNow Customer Portal. the procedures to deploy the customer portal and revert to the previous deployment.165 7 Deploying Your RightNow Customer Portal When you have created your support site and are satisfied with the results. . where your customers can access them. that is.

A status bar displays progress. 3 Double-click Deployment Utility under Customer Portal. When the compile step is completed successfully. a message asks if you want to finalize deployment. 7 Click the OK button to close the message. The files are moved to a temporary folder in the production folder. The deployment process deploys the entire page set. a status bar displays the progress of this stage of preparing for deployment. and reduce the number of disk access and HTTP requests required to load the pages. 5 Click the OK button. the site cannot be deployed until all errors have been corrected. The deployment process copies the current production pages as a backup and compiles them to check for errors. 2 Click the Common Configuration button on the navigation pane. This prevents it from being viewed on the production site after deployment. and widgets and pages are compiled. reduce file size. The deployment process created a log that now appears under the Deployment Logs heading. If the compilation stage fails. 6 Click the Yes button to finalize deployment. The Deployment Utility opens on the content pane. Chapter 7 . when the process is complete.166 Deploying Your RightNow Customer Portal Deployment overview Deploying your RightNow Customer Portal copies the pages from the development folder to the production folder and optimizes their performance. save the page or widget with a file name that is not called by any of your current pages. a window displays a message that deployment was successful. A warning message is displayed to let you know that the changes will be immediately apparent to your customers and asks if you want to continue. 4 Click the Deploy button on the ribbon. To deploy the RightNow Customer Portal: 1 Log in to the RightNow application. If your development folder contains a page or widget that you do not want customers to see yet.

Click Back to Deployment Logs at the top of the log to return to the list of logs. Figure 53: Viewing a Deployment Log .Viewing deployment logs 167 Viewing deployment logs The Deployment Utility includes a list of deployment logs sorted by date. Note When deployment is initiated as a result of an upgrade or service pack application. the pages in the development folder are not deployed into production. Click the link for the log you want to view and the log opens. The deployment log identifies the deploy type in the header to indicate whether the deployment resulted from a service pack or upgrade or was initiated by a staff member (Deploy Type is User Initiated).

Note Some subfolders contain multiple levels of subfolders. Note The deployment process maintains only one prior version of the production pages. the current production pages are copied to the production/backup folder. Make sure you copy the files from each in order to accurately revert to the previously deployed set of pages. Refer to “To deploy the RightNow Customer Portal:” on page 166 for the procedure. 4 Repeat steps 2 and 3 for each production/backup subfolder. thereby reinstating your previous web site. Chapter 7 . create an archive folder on your local workstation or server and copy the backup folder for version control purposes. If you decide you need to revert to the prior version of the web site after you have deployed. you can use WebDAV to copy the files from the production/backup folder to the development folder and re-deploy the customer portal. 5 Deploy the customer portal. 2 Open each subfolder and copy the files within that folder. 3 Paste the files from the production/backup subfolder into the corresponding subfolder in the development folder.168 Deploying Your RightNow Customer Portal Reverting to the previous deployment As the pages are deployed. To revert to the previous customer portal deployment: 1 Open the production/backup folder in WebDAV. To create an archive of previous versions.

future upgrades will work without breaking your customization. This chapter walks you through the steps for migrating your current end-user interface to the RightNow Customer Portal. Refer to page 190. your earlier end-user interface will remain available to customers as your active support site until you create and test a development customer portal site and then deploy it into production. • Pass-through authentication—Contains procedures for modifying earlier pass-through authentication code to work the same way with the customer portal. you can also refer to the RightNow Customer Portal Online Configuration Guide on the RightNow Customer Community. • Replicating configuration setting functionality—Describes how to reproduce the performance of previous configuration settings with changes to pages and widgets in the RightNow Customer Portal. Refer to page 184. Because it has been developed using a completely different design concept. The RightNow Customer Portal offers significant improvements in page editing and site management. In this chapter • URL mapping—Contains the procedure to map previous end-user interface URLs to the shortened version of RightNow Customer Portal URLs. Refer to page 170. . For step-by-step instructions for configuring your customer portal. • Other migration information—Contains descriptions for new customer portal configuration settings and information about migrating pages that have Flash elements.169 8 Migrating to the RightNow Customer Portal When you have been using one of the earlier end-user interfaces (either the Classic or November ’07 end-user page set) and decide to migrate to the RightNow Customer Portal. Refer to page 172.

php enduser/std_alp. for example. Table 18: URL and Parameter Mapping for the RightNow Customer Portal This File in Earlier End-User Interfaces URLS enduser/home.custhelp.170 Migrating to the RightNow Customer Portal URL mapping One of the benefits of the RightNow Customer Portal is shortened URLs.php The URL for the Support Home page of the customer portal is: http://<your_site>/app When you migrate your previous end-user interface to the RightNow Customer Portal.php Parameters p_faqid p_iid p_userid a_id i_id username home utils/login_form answers/list answers/detail account/questions/detail account/questions/list account/questions/detail answers/websearch_list answers/detail Will be Redirected to this File in the Customer Portal Chapter 8 .php enduser/myq_ilp.php enduser/std_adp. In the November ’07 end-user page set.php enduser/myq_upd. your previous URLs are mapped according to Table 18. the URL for the Support Home page is: http://<your_site>.php enduser/acct_login.php enduser/widx_alp.com/cgi-bin/<your_interface>/php/enduser/home.php enduser/myq_idp.php enduser/popup_adp.

php'] = array('new_page' => '/app/home').custhelp.php'] = array('new_page' => '/ci/ajaxCustom/ redirect_page'). 3 Open the copied file in any text editor. When you edit mapping.php'] = array('new_page' => 'home'). In other words. For example. which is found in the development/config folder in the WebDAV file structure. you can edit the file mapping. but you cannot delete it.php'] = array('new_page' => 'new_page_name'). 2 Copy the mapping. $pageMapping['home. $pageMapping['old_page. you must preface the page name with the folder name. To edit the mapping.php file from <your_site>/dav/euf/development/config to your local workstation. the page will redirect correctly if you choose to use the folder name. you do not need to add a . to redirect the Edit My Profile page.php file. For example.php'] = array('new_page' => 'account/ profile'). a valid redirect could use the following code: $pageMapping['home. Note You can edit the mapping. 4 On a separate line for each page you want to redirect.php. use this format to redirect page requests on the previous end-user interface to a page on the RightNow Customer Portal. both of these lines of code redirect to the home page.URL mapping 171 Any other URL that begins with http://<your_site>.php.php file: 1 Go to the WebDAV directory for the interface on which you want to define URL mapping. If you want the page to be redirected to a page in the /ci or /cc folder (which are the only other folders besides /app that you can redirect to). type: $pageMapping['myprofile. Nor do you need to include enduser/ before the earlier page name.php suffix to the page name when defining the name on the customer portal. $pageMapping['home. Although you do not need to include the /app/ folder name when you redirect to a page in that folder.com/cgi-bin/ <your_interface>/php/enduser/ will automatically be redirected to the Support Home page. If you want to redirect specific pages to other URLs. .

6 Copy the edited file from your local workstation and paste it into the <your_site>/dav/euf/ development/config folder to overwrite the previous mapping. The RightNow Customer Portal replaces much of that functionality through widget attributes and other page code. save and close the file. to enable the Support Home page on earlier end-user interfaces. These settings have been arranged in the table to group the configuration settings that affect a particular page or feature. Table 19 shows you how to reproduce the functionality of the configuration settings used on your previous end-user interface. For an alphabetic list of standard RightNow widgets and the folders where you can find them. For example. “Widget Folders for the Customer Portal.php file.172 Migrating to the RightNow Customer Portal 5 When you have edited the file to redirect previous end-user pages to new customer portal pages. Table 19: Replicating Configuration Setting Functions on the Customer Portal To Replicate Functionality of this Configuration Setting… Do this… RightNow User Interface>General>Data Entry DE_REQD_PROD_LVL Widget: MenuFilterForm Attributes: Data Type and Required Level Add to widget code: required_lvl="2" Chapter 8 . Replicating configuration setting functionality In previous versions of RightNow. dozens of configuration settings were used to configure the end-user interface.” on page 203. Note When the previous configuration setting is replaced by an attribute of a widget in the RightNow Customer Portal. Now you simply create a Support Home page and add it to your site. refer to Appendix B. you set the value of SHP_ENABLED to Yes. the table cell lists the widget and how to modify the attribute. You can also search for widgets in the tag gallery by typing the first few letters of the widget name in the Search Widgets field.

Add to page code: <rn:meta login_required="true" /> .Replicating configuration setting functionality 173 Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… DE_REQD_CAT_LVL Do this… Widget: MenuFilterForm Attributes: Data Type (categories). Label (“Categories”). and Required Level Add to widget code: label="Categories" data_type="categories" required_lvl="2" RightNow User Interface>General>End User EU_CUST_PASSWD_ ENABLED Widget: LoginForm Attribute: Disable Password Input. select True to remove password input field. this redirects customers to the page specified in the CP_LOGIN_URL configuration setting (login_form by default) if they are not logged in. Add to widget code: disable_password="true" Add to page code: <rn:widget path="standard/field/Input" table="contacts" field_name= "first_name" required="true" /> <rn:widget path="standard/field/Input" table="contacts" field_name="last_name" required="true" /> EU_CUST_NAMES_ ENABLED RightNow User Interface>End-User Interface>General EU_LOGIN_ENABLED Edit the page metadata to set the page Login Required attribute to True.

Add to widget code: answer_number="1" search_number="1" EU_SEARCH_ HIGHLIGHT_ENABLE Widget: KeywordText Attribute: Highlight Length (Type the number of characters the customer must enter before the text is highlighted. The code format is . If you want to place it on another page.) Add to widget code: highlight_length="x" Edit the CSS class “highlight” on the Grid or Multiline widget (depending on the report style you are using) to change the background color of highlighted text in searching. Add the AnnouncementText widget to the template. or any other page where you want it to appear. the color tag is defined by hexadecimal code. the Support Home page. you can do so. To disable it.) Attributes: Search Number (Set to number of searches required before the Ask a Question page is enabled) and Answer Number (Set to number of answers that must be viewed before the Ask a Question page is enabled). The SiteFeedback widget appears on the Support Home page by default. EU_SEARCH_ HIGHLIGHT_TAG RightNow User Interface>End-User Interface>Support Home Page Display SHP_ENABLED The RightNow Customer Portal page set includes a Support Home page. for example. Chapter 8 .}.highlight{background-color:#DBDDBA.174 Migrating to the RightNow Customer Portal Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… EU_SEQUENTIAL Do this… Widget: SequentialTab (Use instead of NavigationTab to provide a link to the Ask a Question page.php) and remove any references to it from any other pages where it occurs. and then place the image on the Support Home page. Add to page code: <rn:widget path="standard/composite/ SiteFeedback" /> SHP_ ANNOUNCEMENTS SHP_FEEDBACK SHP_IMAGE_URL Add whatever images you want to the assets folder. remove it from the customer portal file structure (views/pages/home. #DBDDBA. so it is enabled simply because it exists.

the subject will be “Submitted from Web. Note: Unlike in earlier versions of RightNow end-user interfaces. Remove this code from the Ask a Question page: <rn:widget path="standard/field/Input" table="incidents" field_name="subject" required="true" label="#rn:msg:SUBJECT_LBL#" initial_focus="true" /> ASK_ADDTL_INFO_ FIRST ASK_SUBJECT_FROM_ DESC The Subject field no longer appears on the page. customers must log in to the customer portal before they can ask a question. the first 80 characters from the Question field is used to populate the Subject field. you can also protect all pages of the customer portal by setting the page Login Required attribute to True for all pages (or set this attribute on the template that is applied to the pages).php) and remove any references to it from any other pages where it occurs. so it is enabled simply because it exists. category.Replicating configuration setting functionality 175 Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… SHP_PASSWD_REQD Do this… Refer to “Pass-through authentication” on page 184 for information about fully password protecting the entire customer portal site. To disable it. If both fields are blank. On pages where the Subject field is necessary to provide a link to the question.” . Widget: LoginForm Attribute: Disable Password Input Add to widget code: disable_password="false" Alternately. remove it from the customer portal file structure (views/pages/ ask. Place the product. such as the My Questions page. and custom field Input widgets on the page in the order you want them to appear. Add to page code: <rn:meta login_required="true" /> RightNow User Interface>End-User Interface>Ask a Question ASK_ENABLED The RightNow Customer Portal page set includes an Ask a Question page. this redirects customers to the login form if they are not logged in.

3 Double-click the $new variable and type the number of days in the Expression field of the Edit Variable window. 1 Right-click the report in the Reports explorer and select Edit. ANS_SEARCH_BY_ ENABLED ANS_SORT_BY_ ENABLED ANS_BROWSE1_POS ANS_BROWSE2_POS ANS_STD_POS ANS_NEW_INC_ DURATION Chapter 8 . To disable it. 1 Right-click the report in the Reports explorer and select Edit. Place the SortList widget on the page. since these settings control tab placement with respect to the other tabs. 4 Click the OK button and save the report. 2 Click the Views button on the ribbon and select Data Set View. Because these functions are not available in the RightNow Customer Portal. 4 Click the OK button and save the report. Edit the report to define the number of days the answer is considered to be new. However. 2 Click the Views button on the ribbon and select Data Set View. Place the SearchTypeList widget on the page. ANS_UPD_INC_ DURATION Edit the report to define the number of days the answer is considered to be updated. these settings do not apply to the customer portal pages. you can control tab positions by setting the NavigationTab widget order by their respective placement in the code. remove it from the customer portal file structure (views/pages/answers/ list. 3 Double-click the $updated variable and type the number of days in the Expression field of the Edit Variable window.php) and remove any references to it from any other pages where it occurs.176 Migrating to the RightNow Customer Portal Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… Do this… RightNow User Interface>End-User Interface>Answers ANS_ENABLED The RightNow Customer Portal page set includes a Find Answers page. so it is enabled simply because it exists.

Replicating configuration setting functionality 177 Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… ANS_TYPE_BEHAVIOR_ POPUP SEARCH_RESULT_ LIMITING Do this… The behavior of this configuration setting (to open URL and file attachment answers in a new window) is not implemented in the RightNow Customer Portal. Table (answers) Add code to page: <rn:widget path="standard/display/HierDisplay" hier_type="products" table="answers" /> . Table Name (answers) Add code to page: <rn:widget path="standard/field/Display" table="answers" field_name="a_id" /> ADP_CATEGORY Widget: HierDisplay Attributes: Hier Type (categories). Table Name (answers) Add code to page: <rn:widget path="standard/field/Display" table="answers" field_name="created" /> ADP_PRODUCT Widget: HierDisplay Attributes: Hier Type (products). RightNow User Interface>Answer Display Page>Display Fields ADP_ACCESS_LVL Widget: Display Attributes: Field Name (access_lvl). then add the SearchTruncation widget to pages that display grid and multiline reports. If you set this configuration setting to a value greater than 0. Table Name (answers) Add code to page: <rn:widget path="standard/field/Display" table="answers" field_name="access_lvl" /> ADP_ANS_ID Widget: Display Attributes: Field Name (a_id). Table (answers) Add code to page: <rn:widget path="standard/display/HierDisplay" hier_type="categories" table="answers" /> ADP_CREATED Widget: Display Attributes: Field Name (created).

) Add to widget code: threshold="4" ADP_SC_OPTS_DESC ADP_SC_NUM_ WITHOUT_FDBCK Chapter 8 . Table Name (answers) Add code to page: <rn:widget path="standard/field/Display" table="answers" field_name="updated" /> RightNow User Interface>Answer Display Page>Alternate Delivery ADP_EMAIL_CMD ADP_PRINT_CMD Add the EmailLink2 widget to the page.) Add to widget code: num_options="5" Widget: AnswerFeedback Attribute: Options Descending (Select True to display feedback options in descending order.) Add to widget code: opts_desc="true" Widget: AnswerFeedback Attribute: Threshold (Select the rating level at which the feedback requires additional information.com" RightNow User Interface>Answer Display Page>Answer Solved Count ADP_SC_ENABLED ADP_SC_NUM_OPTIONS Add the AnswerFeedback widget to the Answer Detail page. Add the PrintPage widget to the page and set the Print Page URL to /app/answers/print.example.178 Migrating to the RightNow Customer Portal Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… ADP_UPDATED Do this… Widget: Display Attributes: Field Name (updated). RightNow User Interface>Answer Display Page>Feedback ADP_FEEDBACK_URL Widget: AnswerFeedback Attribute: Feedback URL Add to widget code: feedback_page_url="www. Widget: AnswerFeedback Attribute: Num Options (Set the number of feedback options.

add required= "true" to the widget definition. delete the Create Account page (views/pages/utils/create_account. MYSEC_ORG_REQD Widget: Input Attribute: Table (contacts).Replicating configuration setting functionality 179 Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… Do this… RightNow User Interface>Answer Display Page>Related Answers ADP_NUM_PREV_ANS Widget: PreviousAnswers Attribute: Number (Set to number of previously viewed answers to be displayed.php) and remove all links to it. Required (true) Add to widget code: table="contacts" field_name="organization_login" required="true" MYSEC_AUTO_CUST_ CREATE Use the default Create Account page or create a new page that fills that purpose. Note: If you do not want to allow customers to create accounts.) Add to widget code: number="5" Widget: RelatedAnswers Attribute: Number (Set to number of related answers to be displayed.) Add to widget code: number="5" ADP_NUM_REL_ANS RightNow User Interface>My Stuff>Security MYSEC_ORG_ENABLED Widget: Input Attribute: Table (contacts) Add to widget code: table="contacts" field_name="organization_login" MYSEC_ORG_PASSWD_ ENABLED Widget: Input Attribute: Table (contacts) Add to widget code: table="contacts" field_name="organization_password" Note: To make the password field required. .

) Add to widget code: reopen_deadline="168" Widget: OrgList Attribute: Display Type (Set to 1 to display all incidents from the customer’s organization. set the search_on_select attribute to true.180 Migrating to the RightNow Customer Portal Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… Do this… RightNow User Interface>My Stuff>Questions MYQ_ENABLED MYQ_REOPEN_ DEADLINE Place the NavigationTab widget on the page with a link to the My Questions page. the default value is 2.) Note: You still need to use the configuration setting in conjunction with the widget. Widget: IncidentUpdateLink Attribute: Incident Reopen Deadline (Set the number of hours after which an incident cannot be reopened. you must set the value for MYQ_ VIEW_ORG_INCIDENTS to 1 (if display_type is 1) or 2 (which works for display_type set to 1 or 2). which displays incidents from the organization and its subsidiaries. Table (incidents) Add code to page: <rn:widget path="standard/display/HierDisplay" hier_type="categories" table="incidents" /> Chapter 8 . Add this code to the View Question page: <rn:widget path="standard/field/Display "table="incidents" field_name="status" /> MYQ_VIEW_ORG_ INCIDENTS MYQ_CUST_SOLVE_ ENABLED RightNow User Interface>My Stuff>Incident Display Page IDP_CATEGORY Widget: HierDisplay Attributes: Hier Type (categories).) Add to widget code: display_type="1" (It is not necessary to set this attribute if you want the default value of 2. To avoid displaying a Permission Denied message to the customer. Otherwise. Note: To trigger the search automatically when the customer selects a menu option on the OrgList widget. customers will have to click the Search button for Search by Keyword after they change the menu option.

Table (incidents) Add code to page: <rn:widget path="standard/display/HierDisplay" hier_type="products" table="incidents" /> IDP_REFNO Widget: Display Attributes: Field Name (ref_no). Table Name (incidents) Add code to page: <rn:widget path="standard/field/Display" table="incidents" field_name="ref_no"/> IDP_STATUS Widget: Display Attributes: Field Name (status). Widget: HierDisplay Attributes: Hier Type (products).Replicating configuration setting functionality 181 Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… IDP_CLOSED Do this… Widget: Display Attributes: Field Name (closed). Table Name (incidents) Add code to page: <rn:widget path="standard/field/Display" table="incidents" field_name="updated" /> . Table Name (incidents) Add code to page: <rn:widget path="standard/field/Display" table="incidents" field_name="closed"/> IDP_CREATED Widget: Display Attributes: Field Name (created). Table Name (incidents) Add code to page: <rn:widget path="standard/field/Display" table="incidents" field_name="created" /> IDP_PRINT_CMD IDP_PRODUCT Add the PrintPage widget to the page and set the Print Page URL to the URL of the page. Table Name (incidents) Add code to page: <rn:widget path="standard/field/Display" table="incidents" field_name="status"/> IDP_UPDATED Widget: Display Attributes: Field Name (updated).

For example. add this line to the page: <rn:widget path="standard/field/Input" table="contacts" field_name="ph_fax" /> Chapter 8 . Place the ProdCatNotification widget on the My Stuff (or Profile) page. RightNow User Interface>My Stuff>Profile MYP_GLOBAL_OPT_IN_ ENABLED Widget: Input Attributes: Field Name (ma_opt_in). Table Name (contacts) Add code to page: <rn:widget path="standard/field/Input" table="contacts" field_name="ma_mail_type" /> MYP_PHONE_ADDR_ ENABLED Add lines of code for each field you want to display on the My Profile page. Add the AnnouncementText widget to the My Overview page. remove the lines for fields you do not want to appear.182 Migrating to the RightNow Customer Portal Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… Do this… RightNow User Interface>My Stuff>Overview MYOVR_ENABLED MYOVR_ ANNOUNCEMENTS Place the NavigationTab widget on the page with a link to the My Overview page. to add the customer’s fax number. RightNow User Interface>My Stuff>Answer Notification ANS_NOTIF_ENABLED ANS_NOTIF_PROD_ CAT_ENABLED Place the AnswerNotificationIcon2 widget on the page. Table Name (contacts) Add code to page: <rn:widget path="standard/field/Input" table="contacts" field_name="ma_opt_in"/> MYP_MAIL_TYPE_ ENABLED Widget: Input Attributes: Field Name (ma_mail_type).

SLA_SUBMIT_ASK SLA_END_USER_ ACCESS RightNow User Interface>Misc. but you can direct customers to any page you want if they do not have a valid SLA.Replicating configuration setting functionality 183 Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… Do this… RightNow User Interface>Service Level Agreements>General SLA_SUBMIT_CHAT Edit the page metadata to set the SLA Required Type attribute to chat. You can also place the SlaTab widget on the template for your site so links to the page display only if the customer has an SLA. this restricts chat submission to only those customers with a valid SLA. Customization>New Pages NP_ASK_QUESTION_ URL To use an alternate Ask a Question page. . Edit the page metadata for pages where answers are displayed to set the SLA Required Type attribute to chat.php file is the default permission denied page. Add code to page’s rn:meta tag: sla_failed_page="app/utils/sla_required" The sla_required. but you can direct customers to any page you want if they do not have a valid SLA. either copy the default page and modify as necessary.php file is the default permission denied page. this restricts chat submission to only those customers with a valid SLA. this restricts chat submission to only those customers with a valid SLA. Add code to page’s rn:meta tag: sla_failed_page="app/utils/sla_required" The sla_required. or create a new page and link to that page from other pages in the customer portal. but you can direct customers to any page you want if they do not have a valid SLA. Add code to page’s rn:meta tag: sla_failed_page="app/utils/sla_required" The sla_required. Edit the page metadata to set the Ask a Question page SLA Required Type attribute to incident. You can also place the SlaTab widget on the template for your site so links to the page display only if the customer has an SLA.php file is the default permission denied page.

The configuration setting SHP_PASSWD_ REQD. This requires you to modify existing passthrough authentication integrations so data can be passed through the URL in a format the customer portal can use.php page to add the Question field to the Live Help page. or create a new page and link to that page from other pages in the customer portal. RightNow Chat>User Interface>Fields QUESTION_ENABLED Edit the utils/chat. defined in the procedures that follow. • Redirect the RightNow Service login URL—This step redirects customers if they are attempting to log in to the RightNow Customer Portal. Complete these steps. either copy the default page and modify as necessary. Refer to “To redirect the login page URL:” on page 185. Refer to “To require login for the Support Home page:” on page 186. which required a password to access the Support Home page. to duplicate pass-through authentication on the RightNow Customer Portal. this functionality must be added to the individual pages to maintain pass-through authentication as it existed when this configuration setting was enabled. Chapter 8 . As a result. Add the following line of code below the Email Address field.184 Migrating to the RightNow Customer Portal Table 19: Replicating Configuration Setting Functions on the Customer Portal (Continued) To Replicate Functionality of this Configuration Setting… NP_SUPPORT_HOME_ URL Do this… To use an alternate Support Home page. does not apply to the RightNow Customer Portal. • Require login for the Support Home page—This step requires customers to authenticate through the external login page. or if the external login information supplied is not adequate to create a new account or use an existing account. <rn:widget path="standard/field/Input" table="incidents" field_name="subject" label="#rn:msg:QUESTION_LBL#" required="true" /> Pass-through authentication The RightNow Customer Portal features URLs that are shorter and more readable than URLs for previous RightNow end-user pages.

5 Click My Stuff>Security>MYSEC_EXT_LOGIN_URL.php?p_li=cF9saV9wYXNzd2Q9cHRhJnBfdXNlcmlkPXRlc3QmcF9wYXNzd 2Q9dGVzdCZwX2VtYWlsPXVwZzA1QGJpZ2hvcm4ucmlnaHRub3d0ZWNoLmNvbQ** Change the URL to: http://<your_site>. Refer to “To use pass-through authentication with SLA permissions:” on page 189.custhelp.cfg/php/ enduser/ask.custhelp. 6 Edit the URL in the Value text box to use the RightNow Customer Portal URL format and click the Update button. Refer to “To edit the behavior of the My Stuff pages:” on page 187. 3 Double-click Settings under System Configuration. As an example. 2 Click the Common Configuration button. To redirect the login page URL: 1 Log in to the RightNow application. 4 Select RightNow User Interface.com/ci/pta/login/redirect/ask/p_li/ cF9saV9wYXNzd2Q9cHRhJnBfdXNlcmlkPXRlc3QmcF9wYXNzd2Q9dGVzdCZwX2VtYWlsPX VwZzA1QGJpZ2hvcm4ucmlnaHRub3d0ZWNoLmNvbQ** The text that must be edited is shown in bold in the example URLs. making the pass-through authentication behave the same as it did on the previous end-user interface.Pass-through authentication 185 • Edit the My Stuff pages—This step reproduces traditional pass-through authentication behavior on the My Stuff pages of the customer portal. • Add code to handle service level agreements—This step adds code to handle passthrough authentication when SLAs are used to control access to the customer portal pages.com/cgi-bin/<your_interface>. if your previous URL was: http://<your_site>. 7 Click the Commit and Exit button to save your changes and return to the General Configuration Menu. .

php • answers/list. 1 Edit the home.php • utils/chat.php file. Chapter 8 . The page the customer tried to access before logging in is passed in a next_page parameter that is appended to the URL. you can determine the cause of the failure through an error code variable in the URL.186 Migrating to the RightNow Customer Portal To require login for the Support Home page: Note When MYSEC_EXT_LOGIN_URL is set.php • answers/preview_detail.php • answers/hier_popup. this procedure redirects all pages to that URL instead of to the login page. where the added code is in bold text. redirecting the customer to that page after login.php • answers/detail.php • utils/help_search. Your modified code might look the following example.php • answers/print.php • utils/create_account. Refer to the RightNow Pass-Through Authentication Guide.php file if the MYSEC_EXT_LOGIN_URL value is blank.php 3 If you have specified a value for MYSEC_EXT_LOGIN_URL.php" /> 2 Repeat step 1 for the following page files. repeat step 1 for the utils/ login_form. If pass-through authentication fails.php file by typing login_required="true" in the meta tag line of the page code. <rn:meta answer_details="false" clickstream="home" login_required="true" title="#rn:msg:SHP_TITLE_HDG#" template="rn_standard. The value for this configuration setting should be the same for the customer portal as it is on your previous end-user interface. • error. Note Do not edit the utils/login_form.

a Create a subfolder called PTA_MyStuff in the widgets/custom folder.id="rn_mystuff" -->.php page file to delete the lines that begin with <div id="rn_mystuff"> and end with </div> <!-. a Delete the following lines. <h3> <a href="/app/account/change_password #rn:session#">#rn:msg:CHANGE_PASSWD_LBL#</a> </h3> 3 Create a custom widget using the following steps. This removes the Change Password link from the page. 2 Edit the account/overview. " css_class="selected" /> </li> <li> <rn:widget path="standard/navigation/NavigationTab" label="#rn:msg:QUESTIONS_HDG#" .php file that has not been edited. Important You can name the subfolder whatever you want. which are lines 39 through 41 in the default file. d Edit the view.php file into the subfolder you just created in step b. This removes the Profile link from the page. The folder structure will be widgets/custom/PTA_MyStuff/MyStuffNav. which are lines 27 through 29 in the default file. but you must use only upper and lowercase alphabetic characters and the underscore symbol. these include lines 31 through 50. When you are finished. b Create another subfolder in the directory you just added and call it MyStuffNav. <h3> <a href="/app/account/profile#rn:session#">#rn:msg:PROFILE_HDG#</a> </h3> b Delete the following lines.php file to remove the lines that refer to the profile and change password pages. c Copy the rightnow/widgets/standard/composite/MyStuffNav/view. the code for the file will be the following: <rn:meta controller_path="standard/utils/Blank" /> <ul id="rn_mystuffnav"> <li> <rn:widget path="standard/navigation/NavigationTab" label="#rn:msg:MY_OVRVIEW_HDG#" link="/app/account/overview" pages="account/overview. PHP errors may occur on the customer portal pages.Pass-through authentication 187 To edit the behavior of the My Stuff pages: 1 Edit the home. On the default home. If you use numbers or other symbols.php file.

188 Migrating to the RightNow Customer Portal link="/app/account/questions/list" pages="account/questions/list. 6 Delete the account/change_password.php page file. Chapter 8 .php 5 Delete the account/profile." css_class="selected" /> </li> <li> <rn:widget path="standard/navigation/NavigationTab" label="#rn:msg:SERVICE_CONTRACTS_LBL#" link="/app/account/sla" pages="account/sla" css_class="selected" /> </li> </ul> 4 Edit each of the following pages to change the reference from the standard MyStuffNav widget to the custom one you just created. 8 Delete the utils/submit/profile_updated. account/questions/detail. find: <rn:widget path="standard/composite/MyStuffNav"/> And replace it with: <rn:widget path="custom/PTA_MyStuff/MyStuffNav"/> Make this edit on each of the following pages: • views/pages/account/overview.php page file.php page file.php • views/pages/account/notif/detail. 7 Delete the utils/submit/password_changed.php • views/pages/account/questions/list. account/questions/update" /> </li> <li> <rn:widget path="standard/navigation/NavigationTab" label="#rn:msg:NOTIFICATIONS_HDG#" link="/app/account/notif/list" pages="account/notif/list. account/notif/detail.php • views/pages/account/questions/update.php • views/pages/account/notif/list.php • views/pages/account/sla.php page file. To do this.php • views/pages/account/questions/detail.

edit the utils/chat. <rn:meta clickstream="incident_create" login_required="true" title="#rn:msg:ASK_QUESTION_HDG#" sla_failed_page="/app/utils/sla_required" template="rn_standard. You define this page through a configuration setting.php. 2 Click the Common Configuration button on the navigation pane. They log out through [your_site]/ci/pta/logout. preview_detail. Customers log in by accessing a single URL on the RightNow Customer Portal: [your_site]/ci/pta/login.php file by typing sla_failed_page="app/utils/sla_required" in the meta tag line of the page code. and print. Implementing customer logout When customers log in to the RightNow site using pass-through authentication.php. . list. Implementing customer logout from the RightNow Customer Portal: 1 Log in to the RightNow application. if you require customers to have SLAs in order to submit an incident).php files in the /answers folder by typing sla_failed_page="app/utils/sla_required" in the meta tag line of the page code for each of the four pages.php file by typing sla_failed_page="app/utils/sla_required" in the meta tag line of the page code.php.Implementing customer logout 189 To use pass-through authentication with SLA permissions: 1 If you enabled SLA_SUBMIT_ASK in your previous end-user pages (that is. 3 If you enabled SLA_SUBMIT_END_USER_ACCESS in your previous end-user pages (if you require SLAs to access the customer portal). as described in the following procedure. where the added code is in bold text.php"/> 2 If you enabled SLA_SUBMIT_CHAT in your previous end-user pages (if you require SLAs to submit a chat request). 4 To use custom PHP code that uses stronger encryption than the default base_64 encoding scheme. edit the detail. Accessing this page clears all of the RightNow pass-through authentication cookies. Your modified code might look the following example. refer to the RightNow Pass-Through Authentication Guide. you may want them to be automatically logged out of the RightNow site when they log out of your web site. edit the ask. which logs the customer out of the customer portal.

enter the URL for the page where the customer will be redirected after logging out of your site. and incident file attachments.190 Migrating to the RightNow Customer Portal 3 Double-click Settings under System Configuration. refer to Chapter 7. Other migration information This section contains additional information about migrating to the customer portal including configuration settings. 4 Click RightNow User Interface and locate MYSEC_EXT_LOGOUT_URL under My Stuff>Security. 7 Click the Commit and Exit button to activate your edits. Finalizing pass-through authentication After you have made the changes in this section. 5 In the Value (String) field.php extension to a file name when you enter the value for the following configuration settings. Important If you have multiple interfaces. “Deploying Your RightNow Customer Portal. Customer portal configuration settings The customer portal configuration settings are shown in Table 20.” on page 165. The content pane displays the Configuration Editor. For the procedure. Note Notice that it is not necessary to add the . 6 Click the Update button to save your edits. Chapter 8 . you need to modify each of these files for every interface through which you will use pass-through authentication with the RightNow Customer Portal. Flash elements. you must deploy the RightNow Customer Portal.

Specifies the URL for the page used to log in to the customer portal. If the value is Yes. Specifies the URL for the customer portal home page.Customer portal configuration settings 191 Table 20: New Configuration Settings for the RightNow Customer Portal Configuration Setting Description RightNow User Interface>Customer Portal>Pages CP_ACCOUNT_ASSIST_ URL CP_ANS_NOTIF_ UNSUB_URL CP_ANSWERS_DETAIL_ URL CP_CHAT_URL CP_HOME_URL CP_INCIDENT_ RESPONSE_URL CP_LOGIN_URL Specifies the URL for the page that lets customers recover their user name and password. The default is home. CP_WEBSEARCH_ DETAIL_URL RightNow User Interface>Customer Portal>General CP_COOKIES_ENABLED Defines whether the customer portal tries to set cookies on a customer’s browser. The default is utils/login_form. Specifies the URL for the page used to display incidents that are generated when customers submit questions from the customer portal. Set the value to 0 if you never want the cookie to expire. If the value is not 0. This setting is ignored if a URL is listed in the value for MYSEC_EXT_LOGIN_URL. The default is utils/chat. URL parameters will be used for session data. unless the browser does not accept cookies. Specifies the URL for the answer details page used to display results from the External Search page. no cookies will be written. the customer portal will set cookies on the customer’s browser. Specifies the URL that displays answer details. Specifies the URL that lets customers unsubscribe from an email notification. The default is Yes. CP_LOGIN_COOKIE_ EXP . in that case. The default is answers/ websearch_detail. If the value is No. The default is account/notif/unsubscribe. The default is answers/detail. Specifies the URL for the page where customers can submit a request for a chat session. instead. Specifies the time in minutes before the customer portal login cookie expires. the minimum value is 10 minutes. The default is 1440 minutes (24 hours). The default is utils/account_assistance. The default is account/questions/detail. URL parameters will be used for session data.

For example. Chapter 8 . to change the code for Internet Explorer. Default is blank. When it is left blank. To do this. positioned on the top layer by default. RightNow User Interface>Customer Portal>Syndicated Widgets WIDGET_ INSTALLATION_HOSTS Defines which external hosts are allowed install syndicated widgets. does not obscure any RightNow element below it. for example. you must add the property wmode=transparent to both the object tag and the embed tag. CP_COOKIES_ENABLED must also be enabled. customers will receive an error message and not be able to log in. change: <param name="WMode" value="Window" /> to <param name="WMode" value="transparent" /> To make this change for Firefox. If this setting is Yes.rightnow. you will need to change an attribute so that the Flash player. set the attribute on the embed tag after the src attribute. Migrating pages with Flash elements If your existing end-user pages contain Flash elements. If cookies are disabled on the browser.192 Migrating to the RightNow Customer Portal Table 20: New Configuration Settings for the RightNow Customer Portal (Continued) Configuration Setting CP_LOGIN_COOKIE_ REQ Description Specifies whether customers’ browsers must accept cookies in order to log in. The default is No. *. Incident file attachments The RightNow Customer Portal has a limit of five attachments per incident. it indicates that syndicated widgets can be installed on any external server. unlike the unlimited number available for the Classic and November ’07 end-user interfaces.com). Valid entry is a comma-separated list of domain names with wildcards (for example. add wmode="transparent" to the line that begins src=.

• RightNow Customer Portal framework—Describes the model-view-controller design pattern used by the framework. Refer to page 199. • Loading helpers and libraries—Contains information about loading helpers and libraries into the development/helpers and development/libraries folders. Refer to page 200. Refer to page 200. • Widget files—Provides sample code to demonstrate examples of the controller. . and widgets can now modify cookie header information when a setcookie ( ) call is placed within the code. • Maintaining session data in links—Contains the code that should be added to links to maintain session data when cookies may be turned off. view. It includes the following sections. Refer to page 195. • Modification of cookie information—Pages. Refer to page 198. templates.193 Appendix A Developer Resources for the Customer Portal This appendix is intended to provide a brief overview of the tools used in the RightNow Customer Portal and direct developers to additional resources for using those tools. Note The RightNow Customer Portal does not support iFrames. Refer to page 200. • Calls to PHP functions—Lists the product PHP functions that can be legally called from customized scripts. Refer to page 201. Refer to page 194. • Developer libraries—Contains information about the open source developer libraries used by the RightNow Customer Portal. • Changing font sizes in CSS files—Contains information for making fonts relative so font size changes can occur in just a single location. and logic files that comprise a widget.

yahoo.codeigniter. Some CodeIgniter features used by the RightNow Customer Portal include the following. • • • • • Yahoo Global Object DOM collection Event utility Utilities such as animation. CodeIgniter’s libraries help you with common tasks using a simple interface. For information about the Yahoo! User Interface Library. button control.com/. and many others Widgets such as auto complete. and AJAX. Some YUI features used by the RightNow Customer Portal include the following.com/yui/. go to http://developer. On the server side. calendar. CodeIgniter provides a set of libraries for commonly needed tasks in a simple PHP toolkit that minimizes the amount of code. Yahoo! User Interface (YUI) Library The Yahoo! User Interface (YUI) Library is a set of JavaScript utilities and controls for building richly interactive web applications using techniques such as DOM scripting. go to http://www. DHTML. The client side of the customer portal uses the open source Yahoo! User Interface Library. For information about CodeIgniter. and others CodeIgniter Open Source Web Application Framework CodeIgniter is a toolkit for efficiently creating web sites with PHP. browser history manager. drag-and-drop. rich text editor.194 Developer Resources for the Customer Portal Developer libraries The RightNow Customer Portal uses open source developer libraries and frameworks. • • • • • • • Model-view-controller-based system that cleanly separates logic from presentation Form and data validation Security and cross-site scripting (XSS) filtering Session management Data encryption Benchmarking Error logging Appendix A . a set of JavaScript utilities and controls that also includes several core CSS resources.

Models in the RightNow context completely encapsulate any API or direct database calls. and any other resources needed to process the HTTP request and generate a web page. The view is the information that is presented to a customer.net • JSON—http://www. RightNow provides a set of controllers that handle the URI requests.webdav. The get( ) function in turn produces the necessary SQL queries to populate an answer object. Controllers A controller is simply a class file that is named in a way that can be associated with a URI (Uniform Resource Identifier). MVC design pattern One of the most important aspects of the framework is the model-view-controller (MVC) design pattern. For example.php. and upgrade web experiences for your customers. Models Models are PHP classes that are designed to work with information in your RightNow database.org • WebDAV—http://www. The model represents your data structures. usually a web page. insert. which allows the separation of logic and presentation.Additional developer libraries 195 Additional developer libraries Additional developer libraries and information are also used in the RightNow Customer Portal. the answer_model exposes a get( ) function that is available to controllers that load the answer model. your model classes contain functions that help you retrieve. although it can be a page fragment such as a header or footer. host. it can also be an RSS feed or any other type of rendered output. Typically. the view.json. and update information in your database. For example. The controller is the intermediary between the model.org RightNow Customer Portal framework The RightNow Customer Portal framework provides a set of defined functions that allow you to create. customize. These include: • PHP—http://www. the page controller processes the app/page requests and loads the .

After requests have passed routing and security. and giving the data to the view.php file is called the front controller. helpers. they must be loaded by a controller. The controller is responsible for receiving the request. You can add other controller files to the controllers folder where it is located. libraries. images.php file and that file is responsible for initializing the base resources needed to run CodeIgniter. all pages are run through the security filter. the appropriate controller is loaded. Views Views are not called directly. You can edit this file. The front controller is the doorway to CodeIgniter. views are the page.conf file. It generates the data needed for the view and passes it to the view. index. The controller then loads any required models.php. plug-ins. The file. In the RightNow context. but you cannot delete or rename it. and other assets that comprise the presentation. and the fattach controller processes any file attachment requests. is hidden from the user by a script alias match within the APACHE http. and scripts. The ajaxRequest controller processes all of the AJAX requests made from the client-side widgets. can be found at http://<your_site>/dav/euf/development/ controllers. These base resources include: • Routing class—Responsible for examining the HTTP requests and determining what should be done and what controllers must be loaded. template. For example.196 Developer Resources for the Customer Portal appropriate page or template. which is different from the application controllers in the MVC design pattern. the customer’s experience is controlled from the client side by HTML and JavaScript. calling the appropriate models. All requests go through the index. and widget content combined with the CSS. from this point forward.php. Any Yahoo! User Interface library components and other scripts are invoked from within the finalized view. rather. The view then outputs those data variables. • Security helper—Scrutinizes any of the requests and filters them for security before any of the application controllers are loaded.com/app Appendix A .domain. assume the system receives a request for: http://example. ajaxCustom. Front controller modifications The index. Note One custom controller containing sample code is available to you through WebDAV. The front controller.

loads the page controller.php) sets the QUERY_STRING variable to: page/render/home Step 4 The front controller then initializes the base classes. loads it. Here is the process that occurs when the home page is requested.cfg/php/euf/index. The router class inspects the URL string. it loads the tags controller and executes the widgets function. and executes the render function. The front controller receives the request URL.com/cgi-bin/example.domain.domain. Table 21: Query String Modifications When the request is… /app /dav /ci The front controller… Presets the page controller and the render function (page/render). which is the front controller. The template is located first and then the page content is placed within the page content placeholder in the template file. Presets the WebDAV controller’s index function (webdav/index). the next two URI segments specify what to load and execute.com/cgi-bin/example. and executes it. and then determines what modifications are necessary for the query string.php. Step 5 The render function parses the rest of the URL string and sets the page path equal to “home. For example. when the front controller sees /ci/tags/widgets. . Table 21 describes how the front controller handles various requests.domain.MVC design pattern 197 It actually executes: http://example. inspects the request.php Step 3 The front controller (index. Does not preset any controller or function. instead. In other words. Step 1 The following URL is entered: http://example.cfg/php/euf/index.com/app/home Step 2 The page is redirected to: http://example. the short URL actually executes the longer URL.” Step 6 The page controller locates the home page in the views/pages/ folder.

gets data. it also uses meta tags to instantiate JavaScript files. and composite widgets have view files only. which are sent to the tag gallery and Dreamweaver.php The view. code has been added to automatically remove the closing PHP tag from the end of widget controllers during the deploy operation. view.php instantiates the widget.php The controller.198 Developer Resources for the Customer Portal Widget files A widget is simply a collection of files. the get data function loads a report model to get report data. The controller file has two functions: constructing the widget and getting the data. The HTML displays the elements. while the JavaScript file contains the widget logic. and then returns data and passes it to the view file. This section describes each of the files that comprise a widget. Appendix A .php file contains all HTML required to display the widget. and logic files. Constructing the widget The constructor function of controller. controller. for example. the widget will display and work properly on the development site. but parsing errors might occur on the production site. although the logic file is optional for a few. Most widgets have controller. Getting the data The get data function of controller. If you add a closing tag to a widget controller file.php contains all of the widget’s attributes. creates other functions. view. In the KeywordText widget. Additionally.php file renders and previews the widget and sets default values for all the attributes and parameters. Important The controller files of standard RightNow widgets have been intentionally writ- ten to omit the closing PHP tag (?>).

css and rn_widgets.logic.js 199 logic.css files are shared by the production and development sites regardless of deployment. This file may be kept in the widget file or in the assets folder on the document root and loaded through normal CSS calls. Note Any changes to widget CSS files other than rn_basic.js file contains the display logic and events for the widget. The logic file is optional. Calls to PHP functions The following functions are the only RightNow PHP functions you can legally call from your customized scripts. This file also contains logic for updating the widget’s HTML when new information is received from an event. • • • • • • • • • • • time2db date2db sql_exec_direct sql_prepare sql_bind_col sql_fetch sql_free sql_get_str sql_get_int sql_get_date sql_get_dttm .js The logic.css and rn_widgets. Changes to the rn_basic. The widget may subscribe to or fire custom events to and from the event controller. Widget CSS files Widgets may also contain a CSS file for any custom classes required to display the widget.css must be deployed before you can see those changes on your production site.

session Note If cookies are enabled.css. session data can be lost. If cookies are disabled. reset html. Maintaining session data in links If a customer’s browser does not have cookies enabled and the customer clicks a link on a page. • php links—Add sessionParm() to the end of your link. The YUI files are reset.200 Developer Resources for the Customer Portal Changing font sizes in CSS files The Yahoo! User Interface Library has been adapted in the rn_basic. and borders for all basic html elements. and define fonts. this variable will be blank. Appendix A . the variable should contain the string to append to the URL. This allows you to change almost all font settings on the RightNow Customer Portal pages by overriding the font type on two lines of code and the font size on one line. Padding and margins for the basic elements are defined using ems.css.css style sheet file to set the basic font and line height. Loading helpers To load a helper. fonts. You can prevent this by editing the link in one of the following ways to maintain session data when cookies are turned off. and base. and font sizes are defined as percentages. margins. Loading helpers and libraries CodeIgniter conventions are used for loading helpers and libraries. for example.css file defines the standard body font as Arial 12 pixels. use the following command: $this->load->helper('name'). "/session/L3NpZC9mMU9ERGRhag==". for example: link .css.= sessionParm() • JavaScript links— Send the result of this function into the JavaScript and append it to the link. The rn_basic. 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.

Once it is loaded. you can use it with this command: $this->libraryname->function_to_call(). They can call the setcookie( ) PHP function or interact with and add to the existing customer portal session by using the $CI->session->setSessionData($data) function. The name of the class must be the same as the name of the file. .'helper3')) Loading libraries To load a library. $this->load->helper(array('helper1'. templates. To pass parameters to the class constructor. If you want to load multiple helpers at once.Modification of cookie information 201 This command looks in the development/helpers folder for a file called name_helper. use the following command: $this->load->library('libraryname'). all functions within the helper can be called directly. use this command: $this->load->library('libraryname'.php. $params). using the format of the following example. Once the library is loaded. you can pass an array that loads each helper file. and widgets can modify cookie header information in both the development and production pages.'helper2'. Define the constructor to take these parameters by: class LibraryName { function LibraryName($params) Modification of cookie information Pages. so in the file LibraryName.php. the class must be defined as ‘class LibraryName’.

202 Developer Resources for the Customer Portal Appendix A .

• • • • • • • • • • • • • • • • • • • • • • • AnnouncementText—display AnswerFeedback—composite AnswerNotification—notifications (deprecated) AnswerNotificationIcon—notifications (deprecated) AnswerNotificationIcon2—notifications AnswerSearchArea—composite (deprecated) AnswerSearchArea2—composite AnswerSearchAreaIcon—composite Blank—utils BrowserSearchPlugin—search ChatButton—forms ChatFileAttachmentUpload—utils ChatForm—forms (deprecated) ChatFormOpen—chat ChatHours—chat ChatStatus—chat CustomMenu—search (deprecated) DeleteButton—notifications (deprecated) DeleteButton2—notifications Display—field DisplayCustomAll—field DisplayNameFields—field DisplayNameFieldsValue—field .203 Appendix B Widget Folders for the Customer Portal This appendix is intended to help you find the folder for each standard RightNow widget. The widgets are listed alphabetically with the folder for each marked in bold text. You can also search for widgets in the tag gallery by typing the first few letters of the widget name in the Search Widgets field.

204 Widget Folders for the Customer Portal • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • DisplayValue—field EmailCredentials—utils EmailLink—utils (deprecated) EmailLink2—utils EmailPassword—utils (deprecated) FeedbackDialog—dialogs FeedbackForm—forms (deprecated) FileAttachmentUpload—utils FilterDropdown—search FormButton—forms FormOpen—forms Grid—reports HierDisplay—display IncidentRefNoDisplay—display IncidentUpdateLink—utils Input—field InputCustomAll—field InputNameFields—field KeywordText—search LoginDialog—login LoginForm—login LoginPopup—login (deprecated) LoginStatus—composite (deprecated) LoginStatus2—composite LoginStatusAccount—composite (deprecated) LoginStatusAccount2—composite LogoutLink—login MenuFilterDropdown—search MenuFilterForm—forms MenuFilterList—search Multiline—reports MyStuffNav—composite Appendix B .

205 • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • MyStuffSearchArea—composite MyStuffSearchAreaIcon—composite NavigationTab—navigation OrgList—search PagesSelect—reports PreviousAnswers—knowledgebase PrintPage—utils ProactiveChat—utils ProdCatNotification—notifications RegionalStyleOverride—display RelatedAnswers—knowledgebase RenewButton—notifications ResetPassword—utils ResultInfo—reports RNTLogo—utils RSSIcon—utils SearchAllList—search SearchButton—search SearchIcon—search SearchSuggestions—knowledgebase SearchTruncation—reports SearchTypeList—search SequentialTab—navigation SiteFeedback—composite SlaDiv—display SlaTab—navigation SortList—search StyleChooser—display TopicWords—knowledgebase Unsubscribe—notifications WebSearchArea—composite WebSearchOptions—search .

206 Widget Folders for the Customer Portal Appendix B .

Marketing and Feedback Configuration. and deleting add-ins in RightNow. chat session. Administrator—A staff member who configures. See also Add-in. Only those staff members and customers with permission to view the access level assigned to the answer section can view it.NET component that is loaded and activated by RightNow to add new features and integration capabilities. Access level conditional section—A method of controlling the visibility of a portion of an answer. organization. See Business rules and Rule base. Action—The part of a business rule that defines what happens when an object (answer. adding contacts to lists. or rule in a rule base to check for errors. The Add-In Manager is also used to set add-in permissions for each RightNow interface. Rules can contain multiple actions. archive the current rule base. . and Sales Configuration. Accessibility interface—A non-graphical interface in RightNow Service that allows staff members to work on the administration interface and customers to use the Classic end-user interface. incident. See also Relative time. See also RightNow Console. absolute time is the amount of time passed based on a 24-hour clock. target. opportunity. or task) meets the rule’s conditions. All mouse functionality is accomplished with keystrokes to make navigation simple and fast. contact. An opportunity with the Active status is currently advancing in the system toward a sale. customizes. executing external events. Service Configuration. including sending broadcast and transactional mailings. Administration interface—The graphical user interface that staff members use to configure. and work with all elements of a RightNow application. In standard reports. and notifying staff members. Actions can perform one of nine functions in a campaign. Activate—A process that is manually run after making changes to a state. Active—One of the default opportunity statuses and status types.207 RightNow Glossary Absolute time—An exact date and time defined in an escalation action for business rules or a comparison period for custom reports. function. Add-in—A custom . updating. Action arrow—An arrow on a workspace field or control that displays available editing options. and maintains a RightNow application. manage. Administration buttons—The buttons on the navigation pane associated with RightNow’s administration options: Common Configuration. Add-In Manager—A utility for adding. Clicking a button displays that option’s list of administration items. and convert the edited rule base to the active rule base. An action is also a component of a campaign.

Answer custom field—A field for gathering and displaying additional information about answers. and the text can be customized. Anchor also refers to a destination for hyperlinks placed at locations within documents for use in mailings and questionnaires for surveys and in answers when linking to another answer. See CTI. and custom CTI agent modes can be added. The default answer access levels are Help and Everyone. The default modes can be edited and renamed. After logging in with the administrator login. Agent mode—The availability status of an agent using CTI in RightNow. Advanced mode—A workspace editing mode that includes controls for panels. Announcements box—A white board or memo box on the Support Home and My Overview pages for displaying information to customers. See Wordlist file. and a staff account with that profile must be added. Actions and decisions have anchors for incoming and outgoing paths. Aging—An automatic process that reduces an answer’s solved count as the frequency with which the answer is viewed by customers declines.208 Administrator login—The default login used by the RightNow administrator to log in the first time after downloading RightNow. See Script. Agent modes are determined by the phone switch. Alias—A word that represents another word or phrase. . and custom access levels can be added. tab sets. Aliases and the words or phrases they represent can be added to the synonym list to enhance customer searching. and who may also maintain contact and organization records. Anchor—A node on an action or decision in a campaign used to create a path. such as upcoming product releases or marketing information. the answer will move down the list of answers and be less visible to customers. Answer access level—A method of controlling what information is visible to staff members and customers. a profile with full access and edit permissions must be created. Agedatabase—A scheduled utility that operates on the knowledge base data to maintain dynamic answers and make searching more efficient for staff members and customers. and tables. This special login is not a defined staff account and has no profile associated with it. Agent—A staff member in RightNow Service who may be assigned incidents and chats with customers. which are not present in the basic mode. must be assigned to the profile in order to access all RightNow functionality. As the solved count is lowered. containing navigation buttons and their associated navigation lists. Advanced mode also allows the definition of additional properties for fields and controls on the workspace. Answer—Any knowledge base information that provides solutions to common customer support questions. Agent scripting—A feature that helps guide staff members in entering information into records on workspaces. Announcement boxes can be enabled or disabled. A navigation set. Answer custom fields appear when adding or editing an answer and on the Find Answers and Answer pages.

Ask a Question—A link on the Support Home page that customers can click to submit a question when they cannot find an answer in the knowledge base. opportunities.209 Answer relationship—The relationship between two or more related answers. incidents. delete. Backup directory—The directory that contains all the backup files created by the File Manager. The default answer statuses are Public. The API includes functionality to create. and tasks. URL. Answer status type—The status of an answer that determines whether it can be viewed by customers. manually related. quotes. The default answer status types are Public and Private. Audit log—A list of all the actions taken on a record or item in the knowledge base. The application menu also provides access to options for changing personal settings and password and customizing the content pane and navigation pane display. . HTML answer. Proposed. contacts. Answer relationship types include sibling. including access to other areas of the product and shortcuts to adding records and items in RightNow. and when the action was taken. Sibling and manually related answer relationships are defined by staff members. and learned link. and file attachment. AT command—A Windows command used to schedule when processes. See also Contact list and Segment. Automatic call distribution (ACD)—A telephone switch that routes incoming telephone calls. Answer update notification—A way for customers to sign up to be notified whenever a particular answer is updated. and retrieve answers. See File attachment answer. and URL answer. Answer type—The format in which answers are displayed to customers. This component of RightNow Service is restricted and requires a customer account. SLA instances. Audience—All of the contacts belonging to the lists and segments associated with a mailing or survey. staff accounts. assigning them to individual extensions based on the dialed number and a set of handling rules. organizations. See Customer account. Answer types include HTML. are automatically run. This information can be used to identify customers in CTI. update. Private. Application menu—A list of options for working in the RightNow application. Automatic number identification (ANI)—A service that identifies the telephone number of the caller. Auto filter—A control added to report columns used to filter report data by values in the columns. and custom answer statuses can be added. including who performed the action. Application button—The button at the top left of the RightNow Console for accessing the application menu. what the action was. Answer status—A method of controlling the visibility of an answer. Staff members can also exit their RightNow application from this menu. Customers can also sign up for notification whenever any answer associated with a specific product or category is updated. including utilities. learned link answers are automatically defined through customer activity. hierarchical menus. API (application program interface)—An interface that allows programmers the ability to communicate with the RightNow database. and Review.

and tasks. escalate answers. and mailing options are defined in the survey. the dates the certificate is valid. Cached data—Report data that has been temporarily stored in the database for quicker report generation. Bounced email—Email that is undeliverable. allowing more refined searching by customers and staff members. See also Product. See also Checksum and Techmail. RightNow Marketing and RightNow Feedback track bounced emails. Business rules can automatically route incidents. images in RightNow Chat. Staff members can classify answers and incidents by category and up to five additional levels of sub-categories. Billable task—A way of classifying and recording the amount of time agents spend working on incidents. Business rules—A component in RightNow for defining processes to automate workflow. Block quotes—A symbol or HTML tag that designates a section of text that is not part of the most current email reply. incidents. wordlist files. notification. the backup file is saved. Canceled—A mailing and survey status that indicates a mailing or survey has been manually canceled before being completed.210 Backup file—A file that is automatically saved each time a file is edited through the File Manager. Category—An option for grouping answers and incidents that allows more precise organization in the knowledge base. The restore function can be used to revert to the backup file. assigns SLAs. the certificate holder’s public key. Certificates are also referred to as public certificates. See also File Manager and Expanded File Manager. Basic File Manager—The default version of File Manager that provides access to the most commonly modified files. See also Contact list and Segment. and create Offer Advisor targets. and the digital signature of the certification authority. Broadcast mailing—A mailing sent to one or more contact lists or segments. The default billable task is Miscellaneous. . Before the file is overwritten. This data is cached nightly by the Agedatabase utility and can be purged regularly. Broadcast mailings can be sent at a scheduled time and used in a campaign. Boolean searching—A knowledge base search that allows customers to connect multiple keywords using & (AND) and |(OR) operators. Campaign—A multiple-step marketing process based on business logic. send email and marketing messages. the serial number. including the files used to modify headers and footers of the email messages. Email can be bounced when email accounts are not functioning properly or are full at the time the mailing is sent. audience. and dictionary files. Bulkdel—A utility for deleting several incidents at once. Campaigns can contain any number of actions and decisions and move contacts through a series of steps when specified criteria have been met. and escalation. the holder of the certificate. update records. opportunities. and chat sessions. opportunities. and custom billable tasks can be added. See also Email management. Certificate—A digital piece of information for email and Internet security that includes the name of the certification authority. such as previous entries in the email conversation. Broadcast survey—A survey sent as a broadcast mailing in which the message.

updates. and publishes the certificate revocation list at regular intervals. An opportunity with the Closed status has resulted in a sale. fax. Chat agent status—A method of tracking an agent’s availability to chat. and On Break. and Logged Out. chat session. two-way dialog between a customer and one or more RightNow Chat agents. Co-browse—A feature in RightNow Chat that enables agents to guide customers through web pages using the mouse pointer to demonstrate actions. See also Block quotes and Techmail. Unqualified. Closed—One of the default opportunity statuses and status types. Chat session—A real-time. Channel—The source of an incoming incident (for example. Default chat agent status types are Available. The default chat session queue is the RightNow Live Default Queue. See Chat session queue. email. Chart styles control most of the graphical configuration of charts. check box. Choice question—A question type that allows customers to choose their answer from a menu. or mail). See RightNow Chat. Chat session routing—A process of routing customer requests for a chat to a specific queue based on rules in the Chat rule base. Chart style—A collection of display settings that can quickly be applied to charts used in reports. Clustering—An automatic process that groups the knowledge base into clusters of related answers and labels each cluster group with keywords that define those answers. See also Data mining.211 Certificate revocation list—A list of certificates that have been suspended or revoked before they have expired. Chat agent status type—The status of an agent’s availability to chat. See also MSI and RightNow Smart Client. In Meeting. Checksum—A calculated value that represents the content of a block of quoted text. Clone—To create an exact copy of an existing interface. The default chat agent statuses are Unrestricted. Requests are added to chat session queues automatically by business rules. opportunity. Client—The interface that displays on a customer’s computer when submitting a request to chat with a RightNow Chat agent. and organization notes. Chat session queue—A sequence of unassigned requests for chat sessions. Click-Once installer—A utility used to install the RightNow Smart Client on staff members’ workstations. Unavailable. and custom queues can be added. and custom statuses can be added. or list. radio button. Ask a Question. Unspecified. The certification authority maintains. This value is sent within the block quote tags of the email message and is used to determine if text has been added to the original message. . phone call. Certification authority—A third party authorized to issue certificates and authenticate the identity of the holder of the certificate. Channels are also used to indicate the source of information for incident notes on the accessibility interface and contact. See RightNow Chat.

Contact custom field—A field for gathering and displaying additional information about contacts. Conditional sections can also be placed in answers and tagged with specific answer access levels. Agedatabase Utility. Computed fields can be added to output levels in custom reports. incident. My Stuff. Conditional formatting—A method of highlighting specific information in report columns that does not require creating data exceptions. The system automatically sets the status to Completed from the Sending status. Comparison period—A reporting parameter used to compare a report’s time period to an identical length of time in the past. functions. Competitor—An option for identifying other parties pursuing the same opportunity. opportunity. contact. and SmartAssistant Response. Conditional section—A section of text in a document that appears only to those contacts meeting certain criteria. Configuration Wizard—An interactive utility for customizing and configuring RightNow. organization. Security. Incidents. Support Home. Word stemming and logical operators are also supported. This technique is available on the RightNow Console and the customer portal. . Compile—A process that runs the compiler engine to check states. Completed—A mailing and survey status that indicates a broadcast mailing or broadcast survey has been sent. See Rule base and Activate. allowing multiple agents to talk with a customer. See Document and Access level conditional section. Complex expression—A search technique that enables customers and staff to search for a broader set of content. Ask a Question. Computed field—A column whose value is derived from calculations performed on database fields. See also Word stemming and Logical operators. Contact custom fields appear when adding or editing a contact record and on the My Stuff page. or task matches a business rule. Multiple colors can be defined and combined into one color scheme. Charts that use the same scheme use the same set of colors. target. This technique allows wildcard searching using an asterisk (*) at the end of a word or partial word and a tilde (~) before a word to perform a similar phrases search on that word only. Rules can contain multiple conditions. and rules within a rule base to ensure there are no errors. Configuration Editor—The editor for customizing configuration settings.212 Color scheme—A collection of colors that can be applied to chart styles. Configuration categories include Outgoing Email. Answers. chat session. Comparison periods are defined when creating or editing a custom report and can be included in standard reports. Conferencing is also available in CTI. Contact records can be added by staff members and by customers when submitting a question. Configuration settings—All of the settings accessed from the Configuration Editor to configure and customize a RightNow interface. Contact—Any individual with a contact record in the knowledge base. Conference—A feature in RightNow Chat that enables an agent to conference another agent into a chat session with a customer. Condition—The part of a business rule that determines whether an answer.

Contact role—An option for classifying contacts by their roles in opportunities. See also Exchange rate. CTI screen pop—A computer telephony integration function that causes information related to contacts. Content pane tabs display at the top of the content pane. templates. and tasks. organizations. See also Help access level. Contacts can be added to lists. Context-sensitive answers—A subset of SmartAssistant that allows organizations to construct special Related Answer links from any web page to provide additional information to their customers. individual records. Also called comma-delimited. depending on the type and visibility. sales quotes. Content pane tabs—A way for staff members to switch between the items currently open on the RightNow Console. web pages. crontabfile—A UNIX file that contains and stores the scheduled processes. opportunities. Contact type—An option for classifying contacts by types. spacers. CSV (comma-separated value)—A file format with commas separating one column value from the next. reports. staff accounts. and snippets. Contact upload template—A saved format used by the Contact Upload feature to map columns in a CSV file to columns in the RightNow database.213 Contact list—A static or fixed group of contacts that is used to choose the contacts who receive a broadcast mailing or survey. Content includes documents. Content Library—A component for creating content that can be used in mailings. and other advanced features on a workspace. Currency—A monetary denotation based on country of origin. Close. or opportunities to be opened on staff members’ workstations when they answer a call. reports. organizations. CRM state—See State. such as job positions or decision-making roles. files. and explorers. Contact Upload—An interactive utility used for importing contact records into the RightNow database. Control—A tool for placing titles. incidents. Content pane—The area on the right side of the RightNow Console where staff members work with items selected from the navigation pane. Custom fields appear when adding and editing records. This includes administration items. and surveys. Cross tab—A method of displaying report data in a table format. Each row is delineated by a hard return. crontab—A UNIX command used to schedule when processes. tracked links. Custom field—A field for gathering and displaying additional information about answers. including utilities. Close All But This. CTI (computer telephony integration)—A data connection between telephone systems and computers. contacts. incidents. and Close All. Staff members can click a tab to return to a report or item or rightclick a tab and select from Open in New Window. are automatically run. See Contact Upload. they may also appear on the customer portal. sales products. Currencies can be defined for each country or province in which an organization does business. .

such as Ask a Question and My Stuff. Customers can create a customer account when submitting a question. Dbaudit—A utility that builds and populates the schema and performs the database portion of the RightNow upgrade. as well as a tag gallery that contains code and other information about standard RightNow widgets and other elements. answers. Dashboards enable staff members to search for and view a wide range of data from different reports without opening each report individually. and scheduling. date. sales products. See Business rules and Watchlist notification. edited. Data types consist of menu. Dbstatus also sends out watchlist notifications. this adds a contact record to the knowledge base. radio. output variables.214 Custom report—A report that is created by copying and editing one of the standard reports in analytics and saving it as a new report. Customer portal—See RightNow Customer Portal. Data mining—The exploration and analysis of large quantities of data to discover meaningful patterns and rules. or by combining data from selected tables in RightNow to create a new report. answer. Customer account—Information consisting of a user ID and password that allows customers to access certain functions on the customer portal. Data dictionary—A list of all the available tables and fields from the database that can be used in custom reports. Functions. Data type also refers to the type of custom field specified when adding staff account. contact. pages. Database—The tables and fields that store information that is retrieved. Custom reports can include customized output. and added in a RightNow application. The Customer Portal Studio provides templates. Data type—A set of data having predefined characteristics such as strings. date/ time. Customer—A contact or organization that has a service or purchase history in the RightNow knowledge base. and text area fields. tasks. widgets. Data set—The database tables and table joins that determine what data can be returned in a report. integers. See also RightNow Customer Portal. Dbaudit can also be used to view the database schema. data computation. . Each column in a database table is assigned a data type. sales quotes. It also includes the WebDAV protocol for file management and an extension for Adobe Dreamweaver. Data mining enables organizations to turn raw data into information they can use to gain a marketplace advantage. text field. and opportunities based on business rules. integer. organization. Data set also consists of the database columns a segment (dynamic list in RightNow Marketing and RightNow Feedback) will have access to and what filters will be used to determine the final data set. Dbstatus—A scheduled utility that escalates incidents. or dates. incident. Customer Portal Studio—A software development framework for integrating an organization’s web site with RightNow elements that provide customers with access to the information in the knowledge base. and other tags. and tasks custom fields. Dashboard—Any combination of individual reports shown together in one report. opportunity. and computed fields can also be selected from the data dictionary.

where they become publicly available on an organization’s web site. Disposition—An option for classifying and recording how incidents are ultimately resolved. scripts. Desktop workflow—A sequence of workspaces. The default response requirements are used to measure agent performance in responding to and solving incidents and can also be used as the response requirement for SLAs that do not have customized response requirements. and optimize all the customer portal pages from the development folder where they are created and tested into the production folder. edited. This is useful if several telephone numbers are redirected to a single destination number. Docked filters let report users select different runtime filter values and output variables in the report. Docked filter—A run-time selectable filter or output variable that is added to the top of a report. Place at Top. and removed to create a workspace. Disconnected access—The mode in which RightNow Sales functions when an Internet connection is not present. Dialed number identification service (DNIS)—A service that identifies the telephone number that the caller dialed. Using the restore function.215 Dead—One of the default opportunity statuses and status types. Distribution list—A mailing list of non-staff member email addresses used for scheduling reports or any mailing event. Up to six levels of dispositions are available. RightNow Sales communicates with the offline (local) database. Default response requirements—The maximum time allowed (in minutes) for incident response and resolution within the operating hours defined by the organization. When an Internet connection is not present. a file can be restored to the original configuration. During an upgrade. or Bottom. decisions. Decision—A component of a campaign. An opportunity with the Dead status is no longer being pursued by a sales representative. Emails with low deliverability are often blocked by ISPs and spam filters. Decisions filter contacts by specified criteria and can have Yes and No paths. bypassing the Search window. Default directory—The directory containing original default copies of all the files customizable through the File Manager. Decryption—The process of converting encrypted text into readable text using private keys assigned to authorized persons. The display position is selected from the answer’s Display Position drop-down menu. Deliverability—The degree to which an email message aligns with industry-accepted practices to ensure delivery to an intended recipient. Middle. moved. compile. Fix at Top. See also SLA and Response interval. or Bottom. Display position—The position where a new answer appears on the Find Answers page. Options include Historical Usefulness. and actions presented to staff members as a dynamic interface to support complex business processes. Also called offline mode. any files that have changed will also be updated in the default directory. Design space—The section of the workspace designer where fields and controls are added. . Middle. Deploy—To promote.

and web forms. Else clause—The clause that follows the Then clause of a business rule. incidents become dormant to ensure that the knowledge base is populated with the most useful and timely information. processes bounced messages. Drill-down filter—The fields in an output level used to filter the data returned when drilling down to another output level.216 Document—The material used in a survey. Email answer—A feature that enables customers to email answers they are viewing to a specific email address. If the conditions of a rule are met. sent in ASCII text or HTML format. and the text. and footers can be customized. Drill-down link—The field in an output level that is used as a link to drill down to the next output level. This is used by the dialed number identification service. Email message—An email that is automatically sent by RightNow to customers or staff members. or served as a web page that can contain text. when a customer submits a question in RightNow Service. Draft—The preliminary status of a mailing or survey. Dual tone multi frequency (DTMF)—The system used to identify the numbers on the telephone keypad by using two tones of different frequencies for each key. RightNow’s drill-down feature enables access to additional output levels in reports. Dormant incident—An incident that is not returned when performing word. links. DKIM differs from DomainKeys authentication primarily by the email headers used to generate the signature. conditional sections based on contact filters. Encryption—The process of translating a text message into unreadable text to ensure security. When a mailing or survey is created. The sending of email messages is triggered by events in RightNow. Email management—A function of RightNow that sends and receives email messages. snippets. the Question Receipt message will be sent to the customer’s email address. DomainKeys Identified Mail (DKIM)—A form of email authentication that uses a cryptographic signature to verify that an email message originated from a specific organization.or phrase-based searches. the actions in the Then clause are invoked. merge fields. . the actions in the Else clause are invoked. Drill down—To start at a top or general level and become more specific at each lower level. After remaining in the Solved status for a specified time. For example. The status will also return to Draft if the mailing or survey’s schedule is canceled. intelligently routes incoming inquiries based on business rules. mailing. headers. Editor—A layout format on the content pane when working with administration items. Email messages can be enabled or disabled. it is set to the Draft status. DomainKeys (DK)—A form of email authentication that uses a cryptographic signature to verify that an email message originated from a specific organization. This impacts what data is returned in the drill-down level. if the rule’s conditions are not met. The editor contains the fields for adding and editing an administration item. and automatically suggests answers to inquiries. Encrypted messages may be read only by authorized persons with access to a private key that allows them to convert the message back into readable text. DomainKeys differs from DKIM authentication primarily by the email headers used to generate the signature.

External event—A program or script that runs as the result of an event occurring in RightNow. See also RightNow Customer Portal. database column. See Business rules. incident. Files that are sent with an incident response can be opened with the customer’s email client and are not permanently attached to the record. File attachment—A file that is attached to an answer. or sent with an incident response or sales quote. which may still be in use by organizations that have upgraded from earlier versions of RightNow Service. files can be uploaded and their characteristics can be defined. Exception—A method of highlighting report data that meets certain criteria. and tasks using business rules. Even split mode—A market testing mode that sends test messages to equal portions of an audience for broadcast mailings. Extension—See RightNow Dreamweaver extension. File link—A clickable link to a file attachment that is inserted in a snippet or a document. From the Content Library. . This number is displayed as the percentage of incidents solved with only one staff response. Explorer—A layout format on the content pane that displays a tree on the left.217 End-user interface—The term for older versions of the customer portal. Explorers are available for certain administration items and components in RightNow. the rules engine schedules escalation to the new level. Files that are permanently attached to an incident or answer can be viewed by customers who view the record. an action specified in a business rule. or following up with a customer. See Market testing. incidents. When a rule’s conditions are met. contact. Expression—A component of fixed and run-time selectable filters that defines a function. the rules engine sets the escalation level and takes the action specified by the rule. Enterprise Analytics—An enterprise-level reporting tool for viewing diverse data on large data sets. These include the Classic and November ’07 pages sets. and a detailed list of the selected folder’s contents (subfolders and files) on the right. or an action in a marketing campaign. File—A file that is uploaded to RightNow Marketing for attaching as a link in a document or snippet. Everyone access level—An access level designed to allow answers to be visible to all staff members and customers depending on the answer status. File attachment answer—A type of answer that appears as a file attachment. Expanded File Manager—A version of the File Manager that provides additional access to the mail directory for modifying the format of email messages. Data exceptions also allow email alerts to be sent when data in a scheduled report meets the exception criteria. See Currency. such as sending an email. When the scheduled time (based on absolute or relative time) arrives. opportunities. organization. opportunity. or task. containing folders and other items. See also File Manager and Basic File Manager. Escalation—A means of tracking answers. or any combination of the three. notifying a manager. value. FCRR (first contact resolution rate)—A statistic that reports how often staff members or groups solve incidents with only one response. including data from external databases. Exchange rate—A scale of monetary conversion from one currency to another.

word lists. customers can also use the Web Indexer to search answers. and cannot be altered when using a segment or when running a report. Flow diagram—A graphical representation of a campaign. The File Manager is available in Basic and Expanded versions. This type of link can be added to documents. survey. Function—A mathematical operator that can be applied to data from database fields to modify the data that is returned in an output column. templates. Functions are used anywhere in a business process that dictates doing the same thing in more than one place. staff members with that profile will move through the flow when opening a record of the corresponding type. See also Basic File Manager and Expanded File Manager. . and operators. surveys. If enabled. Find Answers—A link on the Support Home page that opens the Find Answers page where customers can view answers and search the knowledge base. Forecast—A projection of sales revenue for an opportunity that may close in a given sales period. See also Business rules and Rule state. or business process. final messages are sent to all audience members who have not yet received a test message. functions. Customers can view individual answers or search the knowledge base using selection criteria to narrow their search. Group—A way to organize staff accounts. Fixed filter—A component of RightNow Analytics and RightNow Marketing and RightNow Feedback segments used to define the data set available in the report or segment. contacts are automatically moved through the flow based on the specified criteria. and web sites. First due—A queuing pull policy that uses the incident due date or longest wait to determine which incidents or chats to retrieve from the queue. When a desktop workflow is associated with a record editor in a profile. Foreign keys are used to ensure relational integrity and are rarely primary keys. Grouping—A method for grouping data in a segment. and snippets for use in mailings. See also Desktop workflow. In broadcast mailings. See also Primary key. Forward to Friend link—A link that enables contacts to forward the message to another email address. survey. Filters can be used when grouping and are applied to the data after the grouping is completed. Final message—A mailing format used to send the mailing as final. Fixed filters are statements constructed from expressions. documents. and dictionary files.218 File Manager—The interface used to modify files for RightNow products. Chat images. See also Web Indexer. Flow diagrams allow staff members to diagram the events and decisions of a campaign. or web pages. Foreign key—A column or columns that contain values found in a primary key of another table. When a campaign or survey is launched. Administrators can modify files used to customize a site’s email messages. Functions reduce the number of rules needed by allowing the same rules to be evaluated from multiple states. Function also refers to a container for business rules. or desktop workflow.

Archived incidents are then stored in searchable data files that can be accessed from the RightNow Console. An opportunity with the Inactive status is no longer being pursued but could be activated at a later date. a chat session. and analytics to respond in an intuitive. The In Meeting chat agent status has an Unavailable status type. In Meeting—One of the default chat agent statuses. IMP (import) file—A data file with an extension of . fax. Help access level—An answer access level for context-sensitive answers. See Guided assistance and Offer Advisor. See also Self-learning knowledge base. Guided assistance—A component in RightNow Service that helps agents quickly locate answers and text explanations using branching questions to guide them to the answers they need. mailings. documents. and invitation messages in HTML without previous HTML experience. Incident—Any question or request for help submitted by a customer through the Ask a Question page. intelligent manner when interacting with customers and staff members. . Incident archiving—A process that permanently removes incidents from the database. campaigns. The inbox limit is set in the profile to which the agent is assigned. responses. HTML editor—A WYSIWYG (what you see is what you get) editor for formatting and editing answers. or mail. Incidents can also be added by agents when they work with customers by phone.219 Guide—Information about a promotion generated by a marketing staff member. customer data. Staff members can access archived incidents once the Archived Incidents component has been added to their navigation set. HTML answer—A type of answer that appears to customers as standard HTML on the customer portal.imp that is used by the Kimport utility to map values in the CSV file to columns in the RightNow database. This status indicates that the agent is in a meeting and is unavailable to chat. and text explanations used in guided assistance in RightNow Service. or from an external source using the API. answers. site or answer feedback. Help answers are not visible to customers except through special hyperlinks. See Context-sensitive answers. Inbox—An agent’s personal queue consisting of all the incidents that have been assigned to the agent. The answers and explanations agents find can be sent to customers in incident responses or relayed to customers over the phone. This information appears on the Offer Advisor window to help an agent present the promotion to a customer. Incident custom fields appear when adding or editing an incident and on the Ask a Question and My Stuff–Questions pages. questionnaires. Inbox limit—The maximum number of incidents in an agent’s inbox that cannot be exceeded when pulling from a queue. email. iKnow—RightNow’s intuitive knowledge foundation that incorporates the self-learning knowledge base. Incident custom field—A field for gathering and displaying additional information about incidents. Guide also refers to a collection of branching questions. Inactive—One of the default opportunity statuses and status types.

Staff members must have permission in their profile to edit the specific record type. See also Outer join. Updated. Default incident status types are Solved. Incident thread—The list of all activity on an incident. the rules engine stops after all the rules in the initial state have been processed. Incident status type—The status of an incident as it moves through the system. Staff members can edit individual values in one record or select several rows to change values in multiple records. These keywords and phrases are used to build the answer and incident phrases tables that are used during text searching. including the original question.220 Incident queue—A sequence of unassigned. Incident status—A method of tracking an incident’s state. Unresolved. Industry type—An option for classifying organizations by type of industry. Initial state—A required state in every rule base. See also Output definition. unresolved incidents. When an incident queue is added. Information gaps—A report that clusters incidents in RightNow Service and compares the topics to answer clusters. allowing organizations to pinpoint those areas (or gaps) in the knowledge base needing additional answers. Question. records of conversations. the Keywords. When an incident is added or edited. customer updates. The default incident statuses are Solved. Inline editing—A feature for editing values directly on a report without having to open each record to make changes. and Answer fields are stemmed and indexed to create one-. and three-word phrases. incident reference numbers or organization name) to the system using either their voice or a touch-tone keypad. The rules engine evaluates a new or updated object using all rules in the initial state. and Waiting. Indexing—A process in which the text of an answer or incident is stemmed and indexed into keywords and phrases. and staff member notes about the incident (which are not visible to customers). and custom statuses can be added. agent responses and updates. Inner join—A relational database operation that selects rows from two tables on the condition that the value in the specified column of the primary table is equal to the value in the specified column of the secondary table. The incident thread lists activity in chronological order and can be filtered by thread type. Inline—A method of displaying output definitions and filter definitions as lines of text in the report. two-. Incidents are added to queues automatically by business rules or manually by re-queuing and are handled in a first-in. the Subject field and incident thread are stemmed and indexed to create one-word phrases. Incident severity—An option for classifying and recording an incident’s importance and urgency. When an answer is added or updated. Interactive voice response (IVR)—A telephone system application that allows callers to provide information (for example. it can be defined as the default queue. and inline editing must be enabled on the report. Unresolved. Summary. See also Rule state. Unless one or more rules in the initial state transition the object to a function or different state. . first-out manner. and Waiting.

and reviewing existing answers to keep them current. tasks. Keywordindexer—A utility that creates an index of the keywords found in incidents. products. Layouts can also be used in dashboards to apply a predefined structure for inserting reports. contacts. category. Kimport—A utility for importing data. or disposition that does not contain any sub-levels. Lead rejection type—An option for classifying and recording the reasons for rejecting a lead. transactional survey. Kexport—A utility for exporting either single tables or an entire database from a RightNow application. Launched—A mailing and survey status that indicates a transactional mailing or transactional survey has been launched and can be included in a rule or campaign. and other display options. The interface name determines the URL for the web site. editing proposed answers. Layout—A predefined format that can be used in custom reports to apply fonts. file attachments. . in part. what answers are visible for viewing by customers. The keyword indexes are used when searching incidents. A lead is a contact discovered through a marketing campaign and forwarded to a sales representative through RightNow Sales. organizations. Langcvt—A utility for changing the language pack in RightNow from English to an alternate language pack. Live Help—A link on the Support Home page that customers can click to submit a request to chat with a RightNow Chat agent. answers. staff accounts. Knowledge engineer—The staff member responsible for populating and maintaining the answers in the knowledge base for RightNow Service. Invitation method—A way of distributing a survey: broadcast survey. and other indexed documents. Lead—A potential opportunity. incidents. file attachments. Leaf level—A level of product. and documents indexed by the Web Indexer. or website link. windows. Knowledge base—All information (such as answers. knowledge base also refers to the interrelationships among the pieces of information. See also Web Indexer. into the RightNow database. Responsibilities may include identifying when answers should be added. See also Administration interface. Interface Manager—A utility for managing multiple interfaces using one RightNow knowledge base.cfg directory name. See Opportunity. answers. the name of the RightNow executable. opportunities. mailings. and the . Language—The language for a specific interface that determines. colors. and campaigns) maintained and presented by RightNow in a meaningful way. either single tables or an entire external database.221 Interface—The console. and pages used by staff members and customers to access a RightNow application and interact with a single knowledge base. Learned link—Related answers that have a learned relationship as a result of customer activity. This utility converts the message bases and prepopulated knowledge base to the new language.

The default mailing statuses include Draft. An opportunity with the Lost status has been lost. OR. Lost—One of the default opportunity statuses and status types. The components of a logical expression are joined using Boolean logic and can be grouped and joined with AND. toast notifications. including display and data settings and column formatting. Preparing to Send. Logical operators—The symbols. CTI (customer telephony integration). Logical expression—An expression that defines the relationship between report filters or business rule conditions.222 Live Media bar—The toolbar that displays when RightNow Chat. Launched. and site information to access the administration interface of a RightNow application. The Live Media bar allows agents to log in. the interface color and tint. Local settings—The interface defaults in RightNow that control how and what information displays on the navigation pane and the content pane. that can be used in most search techniques in RightNow Service to explicitly find answers that have a word (+) or that do not have a word (–). Scheduled. and Completed. or both are enabled. Mailer daemon (rnmd)—A utility that monitors RightNow Marketing and RightNow Feedback. staff members can return to the defaults at anytime. Login window—A window for entering login name. Mailing—A collection of one or more messages sent to one or more contacts. See also Techmail. Canceled. log out. Mailbox—An email box specified in RightNow and dedicated to collecting email inquiries sent by customers. Market testing—A method for testing different message formats in mailings on a percentage of the audience before launching a final email. Matrix questions are useful when a group of questions can be responded to with the same set of answer choices. for example. and NOT operators. and bounced messages. Sending. Suspended by Error. to a competitor. Incoming emails are processed by RightNow’s Techmail utility. The mailer daemon is installed during the initial installation and can be configured to send messages in the most efficient manner for an organization. . set their status or mode. See Even split mode and Sampling mode. A mailing can contain multiple messages for testing purposes. Manually related answer—A relationship between two or more answers manually defined by a staff member. (+) and (–). password (if required). In addition. responses to mailings. Mask—A defined pattern that determines the format of information that can be typed in a field. Market testing is available in even split and sampling modes. Suspended. Manual policy—A pull policy that enables agents to manually pull incidents into their inbox from any queue designated in their profile. Mailing status—A method of tracking the state of a mailing. and manage chats or calls. Matrix question—A question type for displaying a series of survey questions in a table. listening for requests from other components to start the email process. and report appearance. Changes made by staff members to customize these settings affect only their workstations.

Merge field also refers to a database field that can be inserted in quote templates and merged with opportunity data. are not. Monitor—A feature in RightNow Chat that allows a supervising agent to monitor the chat sessions of other agents and to intervene when necessary. For example. MSI (Microsoft Installer)—An interactive utility used to install the RightNow Smart Client on staff workstations. and other text on the administration interface and customer portal and in email messages and notifications. and images in a particular format. The installer can be used as an alternative to the Click-Once installer for organizations that use free-seating with roaming profiles. or for changing configuration settings when an error has been made in one of the settings that subsequently locks staff members out of the Configuration Editor. Navigation lists are organized in a tree on the navigation pane. Natural language—Any approach that accepts and correctly handles human language. Customers can view and update all the questions they have previously submitted and view any answer notifications to which they are subscribed. RightNow Service provides natural language technology for searching the knowledge base. and Japanese are natural languages.223 Merge field—A field that looks up contact information and inserts it in the text of a document. Merge fields act as variables and are visible on the Quote Template ribbon when creating quote templates. and other text on the administration interface and customer portal. Multiline—A method of displaying report data grouped under headings based on common values in report columns. See Customer account. folders. snippet. require a fully automated distribution system. My Stuff—A link on the Support Home page that takes customers to their account information. Navigation buttons—The buttons on the navigation pane associated with record types and components. or mail attributes of a mailing. Clicking a button displays that record type or component’s navigation list. labels. computer languages. English. Navigation pane—The area on the left side of the RightNow Console where staff members select items and change navigation lists and administration options. They can also view and edit their search preferences and account and contact information. . Navigation list—All the reports. buttons. Message Base Editor—The editor used for customizing the message bases. buttons. See also Click-Once installer and RightNow Smart Client. and items associated with a specific record type or component in RightNow. What appears on the navigation pane depends largely on the permissions in a staff member’s profile and which navigation or administration button is active. Message base—An editable text string that allows international language support and customization of headings. Multi-select—A feature for updating more than one record at a time. or restrict the administrative permissions on staff workstations. Msgtool—A utility for creating a configuration report for a RightNow site. such as FORTRAN and C. including all the headings. labels. French. This component is restricted and requires a customer account. text. Message—An email consisting of a collection of HTML.

RightNow Sales communicates with the offline (local) database. Closed. and surveys for internal reference. Object—The specific answer. contact. organization. removing capital letters) or removing query parameters. and AIX are all examples of operating systems. This status indicates that the agent is on break and is not available to chat. Opportunity—Information about a specific sale or a pending deal that is tracked and maintained in the knowledge base. Also called disconnected access. Staff members are assigned a default navigation set in their profile. chat sessions. documents. contacts. manages all other programs in a computer. Opportunity custom fields appear when adding or editing an opportunity. In online mode. UNIX. VMS. opportunity. Operating system—The program that. contacts.224 Navigation set—Any combination of navigation lists and their associated navigation buttons. Notes can also be added to incidents in the incident thread. RightNow Sales communicates with the online (remote) database. Windows. The On Break chat agent status has an Unavailable status type. Each object class has a separate rule base for evaluating objects. or task that is evaluated by the rules in the object’s rule base. See also Object class. chat session. Offer—A promotion developed by marketing personnel or a product suggestion generated automatically by Offer Advisor that is presented to a customer by an agent. opportunities. for which business rules have been defined. OS/2. incidents. . Normalized URL—A URL that has been reformatted to ensure that documents that are referred to by multiple URLs will be indexed only once. targets. Object class—A grouping of database entities. organizations. Opportunity custom field—A field for gathering and displaying additional information about opportunities. Note—Information that can be added to campaigns. after being initially loaded onto the computer by a bootstrap program. Inactive. target. Active. Opt-ins can be specific to certain mailing lists or applied globally across all mailing lists. Online mode—The mode in which RightNow Sales functions when an Internet connection is present. Operator—A symbol or word that represents a mathematical or logical action that can be applied to a condition or value. organizations. Offline mode—The mode in which RightNow Sales functions when an Internet connection is not present. Lost. and system errors. incident. mailings. opportunities. Opt-in—The explicit granting of permission by a contact to receive email communications from an organization. Notification—A message that notifies appropriate staff members about incidents. See Disconnected access. Offer Advisor—A feature in RightNow Service for creating and presenting promotions to customers and for making automatic recommendations based on customer attributes and purchase history. Normalization may include reformatting domain names (for example. answers. mailings. The default opportunity statuses are Lead. Custom statuses can also be added. Opportunity status—A method of tracking an opportunity’s state. and tasks. and Dead. On Break—One of the default chat agent statuses. opportunities. In offline mode. Reject. including answers. campaigns.

Output definition—A description of a report that can be viewed when generating a report or when mousing over the report title and columns. Submit. default country. Page—A web page. Pipeline—Calculated revenue that has not yet been acquired but is forecasted to close in a specified time period. The staff account settings changed from the Personal Settings option will also be made to the corresponding settings in the staff account. data exceptions. Organization custom field—A field for gathering and displaying additional information about organizations. Output definitions are predefined for all standard reports and can be defined when creating a custom report. or No) and can connect two actions or an action and decision in campaigns. The default organization address types are Shipping and Billing. or government agency that has an organization record in the knowledge base.225 Opt-out—An explicit request by a contact to be removed from a specific mailing list or from all lists. Outer join—A relational database operation that selects rows from two tables regardless of whether the specified columns contain corresponding values. Organization hierarchy—A feature for creating or changing the hierarchy of organizations. groupings. Organization association links the incident and opportunity history of the contact and organization. An outer join will return all rows from the primary table and any rows from the secondary table where the value in the specified column of the primary table is equal to the value in the specified column of the secondary table. and descriptions. and custom address types can be added. Yes. time zone. A path can be one of four types (Standard. See also Action and Decision. A hierarchy can be created by making one or more organizations subordinate to another organization. footers. Output levels in a report are related through drill-down links and drill-down filters. Organization address type—A way of storing multiple addresses for a single organization. Twelve hierarchy levels can be used. Settings defined in staff accounts that can be changed include default currency. business unit of a large company. a customer portal page in a RightNow Service application. See also Inner join. Path—The connector between items in a campaign flow diagram. Personal settings—An option in RightNow that allows staff members to change settings in their staff account and certain settings that apply to the interface defaults in RightNow. and email notifications. Organization custom fields appear when adding or editing an organization. most often communicated by email or web form. Reports can have multiple output levels. Also called Unsubscribe. Organization—Any company. headers. . each of which can have their own filters. Output level—A distinct section of a report that outputs report data. Organization association—A feature for associating a contact with a specific organization.

Price schedule—An option for creating various pricing levels that can be assigned to sales products. Priority—A ranking that defines the order in which RightNow Service pulls incidents from multiple queues. renewal notice. Professional Services—Services provided by RightNow Technologies. or announcement) delivered to a specific group of customers using Offer Advisor. allowing more refined searching by customers and staff members. The preliminary screen pop displays as a two-column table that allows agents to view information about the chat request or call before accepting or declining the request. support. Private key—A password-protected key used by the holder to create digital email signatures and decrypt messages that were encrypted using the holder’s associated public key. Product—An option for grouping answers and incidents that allows more precise organization in the knowledge base. See Answer status type. Answers marked Private are never visible to customers. a default navigation set. Private—One of two default answer status types. Staff members can classify answers and incidents by product and up to five additional levels of sub-products. including training. Product catalog—The list for organizing sales products. and report access. default workspaces.226 Preliminary screen pop—The toast notification that displays when an incoming chat request or call in CTI (computer telephony integration) is received. Private branch exchange (PBX)—A telephone switch that is owned and operated by a private party. such as wholesale and retail prices. Promotions are generally created by marketing staff members and presented to customers by agents. See also Category. Primary keys are often the target of a foreign key in a different table. See also Foreign key. Promotion—A specific message (for example. Product linking—An option for linking products to categories and products to dispositions so that category and disposition choices are narrowed to only those associated with the selected product for staff members working with incidents and customers searching on the customer portal. meaning that a given value cannot appear more than once in the column. a discount. and consulting. Preparing to Send—A mailing and survey status that indicates a broadcast mailing or broadcast survey is about to be sent. Price schedules allow the same product to have different prices. Primary key—A database table column that is indexed to enforce a unique constraint. The priority ranking also identifies which queues agents can retrieve incidents from. This column is used to uniquely identify each record in the table. See SLA. Profile—A mechanism for controlling access to administration functions and for assigning staff members specific permissions. Privileged access answers—Answers that are assigned a custom access level for viewing by certain contacts and organizations assigned to the appropriate service level agreement. See Offer Advisor. .

Proofs can be sent to a proof list or group of staff members who. Proof list—A group of contacts. Propose answer—A function for proposing that an incident’s solution be added to the answers available to customers. Manual. Queue—See Incident queue and Chat session queue. staff members can create dynamic surveys using a graphical interface to add questions and create survey branches based on how customers answer. it cannot be modified and the report data will remain unchanged even as the knowledge base is updated. Using the HTML editor. A questionnaire must be created for each survey. thereby ensuring the integrity and authenticity of the message. Answers with a Proposed status are not visible to customers. Proposed—One of the default answer statuses. can accept or reject the proof. and First Due. Publish report—A method of preserving a report’s graphical and tabular output as a snapshot. Provide Feedback—A link on the Support Home page that customers can click to submit feedback about an organization’s web site. Public keys are often referred to as public certificates. This answer status indicates that the answer has been proposed by a staff member from an incident.227 Proof—A way to review the content of a mailing or survey to ensure the message is approved by the necessary contacts and staff members and as a final check for any mistakes. Pull policies include Strict Priority. Public—One of the default answer statuses and status types. Questions can be used in multiple surveys. The proposed answer is reviewed by the knowledge engineer. if so. although certificates hold additional information besides the public key. and matrix question types can be created. language. Answers marked Public may be visible to customers depending on their access level and language. Public key—Public information that may be attached to email messages to allow those who reply to the message to encrypt their response. Text. mixing and matching as necessary. either internal or external. and Matrix question. who determines if it should be made public and. The public key also verifies that the digital signature was created with the associated private key. in turn. Pull policy—The method for determining which queues agents can retrieve incidents or receive chat requests from and in what order. who review mailings and surveys before they are finalized. See Answer status and Answer status type. customer service. status. choice. Question—The main element in a survey. See Text question. Pull quantity—The specified number of incidents to be retrieved from the queue at one time when an agent pulls incidents. . or product satisfaction. and visibility. its access level. See Answer status. Choice question. Once a report is published. Questionnaire—The complete set of questions and all the pages in a survey.

relative time is the amount of time passed based on an organization’s work hours. Quote—A formal price assigned to a sales product for a particular customer during a sales period. Standard and custom reports can also be accessed from the Reports explorer. but staff members can customize the toolbar to add frequently used buttons. Relationship item—A control used to create workspaces. Quick Access toolbar—One or more buttons used as shortcuts to commands on the ribbon. In standard reports. A lead with the Reject status has been rejected by a staff member. By default. See also Quote. Report—Any standard report. RightNow contains a number of default Quick Search reports. Regular expression—A combination of operators and character strings used to define a search field or a condition statement in a business rule. a toast notification displays with a link to open the report. See also Absolute time. Quota—The revenue goal assigned to a sales representative during a specified time period. Record pool—The memory space used to temporarily store all records loaded in a single desktop workflow session. Quote template—A template defined for a specific type of sales quote. Related answers appear on the bottom of the Answer page and are sorted by relatedness—those answers that appear at the top of the list are most related to the answer being viewed. Reject—One of the default opportunity statuses and status types. Relative time—The number of hours from a specific event or time. Quick Search—A component in RightNow used to search for records and files when only limited information is known. and other reports can be added to the Quick Search button in navigation sets. Report control—A control that inserts a report into a workspace. Quote templates are used when generating a quote for an opportunity. relative time is used in business rules and custom reports. Related answers—A feature that assists customers in finding answers to questions related to the current session history. such as two hours from the time an incident was created. such as month or quarter. When a queued report has been generated.228 Queued report—A report that has been manually or automatically scheduled to run in the background after the report’s search criteria is entered. The initial set of buttons on the Quick Access toolbar is specified by what is displayed on the content pane. Each tab contains fields and options for adding and updating record information. Relationship items can include lists of records as well as other information. custom report. Quotes also include any discounts applied as well as the valid dates for the quote. Quick Search can be used to search the knowledge base no matter what navigation list is displayed or what is open on the content pane. or list of records accessed from a navigation list on the navigation pane. the Quick Access toolbar appears above the ribbon. Record tabs—All the tabs associated with the open record on the content pane. such as audit logs and file attachments. .

Re-queuing—The action of moving an incident from an agent’s inbox into a queue. the finer the detail will be. Staff members can schedule the report to be sent to an individual staff member. Report schedule—An option for subscribing to a standard or custom report. a group of staff members. and each group is labeled. Reportgen—A scheduled utility that sends out scheduled reports. Resolution time—The maximum allowable time (in minutes) set by a service organization for resolving incidents. a distribution list.229 Report linking—A feature in RightNow Analytics for creating links between reports. See also Default response requirements and SLA. Multiple levels can be defined for result grouping. . or items in an explorer tree or list. The buttons on each tab are grouped by related functions. See also Default response requirements. Report section—A section of an output level that contains a component of the report’s output. Review—One of the default answer statuses. See Report schedule and Scheduled report. Response requirements—The maximum time allowed (in minutes) in RightNow Service for incident response and resolution associated with a particular SLA. The tabs and buttons on the ribbon change based on what is displayed on the content pane. service. Response time—The maximum allowable time (in minutes) set by a service organization for initially responding to new incidents. and feedback. the more levels used. This status can be used to notify the knowledge engineer when a public answer needs to be reviewed. RightNow Chat—A component in RightNow Service that provides customers with access to chat agents for questions and issues that require human interaction. such as a title. or any combination of these options. Ribbon—All the tabs and buttons for taking actions and performing functions on an entire report. Result grouping—A feature in a report definition for selecting fields to group data by. Result grouping provides a more organized view of a report. just as report levels can be opened from other levels in the same report. chart. See also Answer status. Both conditional and unconditional links can be created. Days and hours can be specified. See also Default response requirements. individual records in a report. RightNow Analytics—A business analytics software that provides organizations with full visibility into all of their customer touch points across sales. Response interval—Defines when a service organization makes itself available to respond to and solve incidents on a daily basis in RightNow Service. marketing. See also Default response requirements. or tabular data. RightNow Cloud Monitor—A monitoring tool for gathering and acting on information about your organization that appears on social networking services such as Twitter and YouTube. Linked reports and dashboards can be seamlessly opened from other reports. an external email address.

RightNow Service assists customer service and support organizations that need to easily capture. richly formatted email communications to targeted segments of customers and prospects and for launching fullscale marketing campaigns. manage. and contact information and track all quote interactions in one consolidated application. See also Click-Once installer and MSI. . The grouped records are displayed under headings that can be expanded or collapsed to display or hide the records under the heading. surveys provide organizations with a flexible method of tracking customer satisfaction. respond to. view account information. Root certificate—A self-signed certificate generated by a party that signs other public certificates. RightNow Wireless—The interface for accessing RightNow Service from a wireless phone or any device with a WAP (wireless application protocol) browser. The RightNow administrator can also configure and customize the RightNow application from this console. access their notifications. organization. RightNow Marketing—An email and campaign solution for delivering personalized. and work in RightNow Chat from this console. request a chat. Rollup—A method of displaying report data that groups records together by specific fields. Rollover—A method of displaying additional report details by mousing over data described in the report’s output definition. generate standard reports and create custom reports. Certain functions can require a customer account. RightNow Customer Portal—The set of pages in RightNow Service that customers use to look up answers. and ask questions. Certification authorities may authorize other entities to issue certificates. The RightNow Smart Client can be installed on staff workstations using the Click-Once or MSI deployment method. RightNow Feedback—A customer survey tool for gathering information about customers’ experiences with an organization. The RightNow Customer Portal can be completely integrated with an organization’s web site using the Customer Portal Studio. Staff members can work with records and components. and insert RightNow variables into customer portal pages that are developed in Dreamweaver. the root certificate belongs to the top-level certification authority.230 RightNow Console—The administration interface for working in RightNow. questions types. RightNow Dreamweaver extension—A plug-in developed by RightNow Technologies for the Adobe Dreamweaver software application. The RightNow Dreamweaver extension provides the ability to quickly add widgets. such as a PDA (personal digital assistant). and full analytics for efficient reporting. RightNow Smart Client—The web-based CRM software that allows local applications to interact with the server-based applications. RightNow Sales—A sales automation solution that enables sales representatives to easily manage and track all opportunity. With a wide range of customization and formatting options. See also Customer Portal Studio. and track all service interactions in one consolidated application. RightNow Service—A customer service and support solution that intelligently assists both customers and agents with inquiry resolution across traditional and online channels. define page attributes. which allows developers and designers to add RightNow elements to any page or template.

Run-time selectable filter—A component of RightNow Analytics that defines the initial data set available in the report and allows staff members and customers to customize the data returned. S/MIME emails can be encrypted for security and signed to verify authenticity. and states can be added to handle all stages of object processing. and operators. See also Initial state. Sales representative—A staff member who may be assigned opportunities and who may also maintain contact and organization records. See also Business rules. functions. Every rule base must contain an initial state. contact. Safe mode—A login method that allows staff members to log in to RightNow without activating add-ins. contacts. The default sales periods are annual. Rule—See Business rule. functions. incident. S/MIME (Secure Multipurpose Internet Mail Extensions)—A standard for sending secure email messages that can verify the sender’s identity. Rules engine—The software that evaluates objects to determine if they meet the conditions of any rules in the rule base and then executes the actions defined in the rules. After determining the most effective message. and variables associated with a particular object class (answers. Sampling mode—A market testing mode that sends test messages to a specified percentage of the audience. Sales products can be added to quotes and promotions. a final message can be sent to any audience members who did not receive a test message. states. quarterly. Rule base—All rules. semiannual. RPA (responses per assignment)—A statistic that calculates the average number of times a staff member or group responded to each incident. Sales product—An option for identifying items or services sold by an organization. and tasks) in business rules. See Market testing.231 Round-robin queue—A type of incident queue in which unresolved incidents are automatically assigned to agents in a rotating fashion. Sales products custom fields appear on the Details tab of the Sales Product editor. incidents. organization. Rule log—A feature for viewing the rule or rules that have fired against a specific answer. Rules in the initial state can transition objects to other states in the rule base. and can be customized when running a report and by customers on the Preferences section of the Edit My Profile page. Run-time selectable filters are statements constructed from expressions. Safe mode is available after malfunctioning add-ins have prevented administrators and staff members from logging in. and weekly. Sales quotes custom fields appear when sending a quote with an opportunity. chat sessions. opportunities. organizations. Rule state—A container for business rules. monthly. targets. Sales quotes custom field—A field for gathering and displaying additional information about sales quotes. Sales period—The period of time used to track the revenue goals assigned to each sales representative. . Sales products custom field—A field for gathering and displaying additional information about sales products. See Add-in. or task. opportunity.

. Scripts can contain multiple pages with fields and other controls as well as branching logic to guide staff members to different pages based on actions they take on a script page. Score—A calculated value that ranks the order of displayed answers. Scheduled reports can also be sent when alerts defined in data exceptions are triggered. Scheduled report—A report that is sent as an HTML email or HTML email attachment to staff members. Segment—The criteria for creating dynamic lists of contacts based on user-defined filters. Screen pop—See CTI screen pop and Third-party screen pop. Search and selection criteria—The run-time selectable filters and sorting options that can be defined when searching for a particular record. An answer’s score is determined by its solved count and any display position that was set when the answer was added or updated. Search index—A matrix that includes a list of important words within a document and their document of origin. See also Run-time selectable filter. distribution lists. file attachment. answer. In some cases. and privacy (only the intended recipient can read it). integrity (content has not changed during transmission). the matrix is a database table. Multiple filters can be created and logical expressions can be used to create the exact data set needed to target contacts. the matrix is a file stored on a hard drive. For a word or phrase to be searchable within an incident. Score also refers to the relative weight assigned to each choice in a choice question for surveys. Seeding—The initial set of answers in the knowledge base. in other instances. Secure email—Incoming and outgoing email that has authenticity (the sender is who it appears to be). In a relational database. the fields in each table. Schema—The structure of a database system described in a formal language supported by the database management system. the schema defines the tables. Once a segment is created. Score values can be used for survey calculations to trigger rules or campaign actions based on a contact’s answers and also for reporting purposes. it can be used in broadcast mailings and surveys and the group of contacts will be constantly adjusted and updated as they meet or fall outside of the segment’s requirements. and the relationships between fields and tables. See also iKnow and Knowledge base.232 Scheduled—A mailing and survey status that indicates a broadcast mailing or broadcast survey is ready to be sent and will be emailed at the scheduled send date and time. Script—A control that can be added to a custom workspace to help staff members enter record information in a logical order. or external document. or external email addresses at specified times. it must first be indexed. Self-learning knowledge base—The automatic generation of self-service content based on customer interactions so that the most pertinent information is presented. allowing efficient searching.

SPF differs from Sender ID authentication primarily by the components of the email used to authenticate the message. See also Default response requirements. an SLA instance is a copy of the generic SLA applied to a specific customer. and SLA instances are applied to specific customers. Sibling answer—Related answers that share the same product or category. Generic SLAs are created by administrators. either automatically through business rules or manually by staff members. These related answers may also contain the same file attachments. Session—The period of time a customer spends looking for a satisfactory answer to a question. Staff members can use SmartAssistant to search for answers in the knowledge base that are related to an open incident or a current chat session. SmartAssistant—RightNow technology that uses business rules to automatically suggest possible answers to customers’ email questions and Ask a Question queries. The system automatically sets the status to Sending after the mailing or survey is done being prepared to send or at the scheduled date and time. All sharing functions are initiated from Outlook. the pages on the customer portal that the customer clicked before submitting a question. See also Suggested answers. that is. When slicing. Sharing—The process of sharing contacts. or both between Microsoft Outlook and RightNow. The end of a session generally occurs when a customer closes the browser or leaves the interface or when a specified time period elapses.233 Sender ID—A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization. SLA instances are called service contracts on the customer portal and can be accessed from the My Stuff page. Smart Merge—A feature in RightNow Service that allows staff members to merge similar answers in the knowledge base to provide more meaningful answers to customers and to reduce answer duplication. Sender ID differs from SPF authentication primarily by the components of the email used to authenticate the message. . SLA (service level agreement)—A contract that is applied to contacts and organizations specifying the level and type of customer service they are eligible to receive. tasks. Other slice groups can be selected from links or a tree element. Sender Policy Framework (SPF)—A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization. Slicing—A method of grouping tabular report data by a common element. Sending—A mailing and survey status that indicates the broadcast mailing or broadcast survey is currently being sent to contacts. Service level agreement—See SLA. Session tracking—A feature that tracks a customer’s current session history. a common value in a field can be chosen and only those rows that have that value will be returned in the report. An SLA is a generic contract that has not been applied to a specific customer. SLA instance—A customer’s individual copy of an SLA.

Standard reports can be copied and used to create custom reports. transferring. Staff account custom fields appear on the Details tab of the Staff Accounts editor. The default sort order is defined when generating a report and can be modified when running the report. Soft phone functions—Standard telephone functions such as receiving.” it directly affects the solved count. Snippets can be added to documents from the Content Library component.234 SmartSense—RightNow technology that estimates a customer’s emotional state or attitude based on the words and language the customer uses when submitting a question in RightNow Service. The most useful answers (those with the highest solved count) are pushed to the top of the list. Solved count—The method for determining where an answer will display in the list of answers. An incident marked Solved has been resolved. Sort order—The sort order of a report’s output columns. Stage—The level of completion of a particular opportunity within a specific strategy. profile. and conferencing. Tasks can be defined within a stage and can be required to be completed before the opportunity can move to the next stage. See Strategy and Task. When a customer clicks one of the options in “How well did this answer your question. Standard reports—The complete set of predefined reports available in RightNow. Staff member—Any employee with a staff account and profile authorized to access a RightNow application. Entry is made using a specific URL. or sent by an agent during a chat session. password. Also called standard response. SmartSense evaluates text questions submitted by customers in surveys. SSL (secure sockets layer)—An industry standard for secure Internet-based transfer of information. The solved count is increased for answers that are viewed and decreased for answers viewed earlier in the same session. Solved—One of the default incident status types and incident statuses. Spacer—A control that is manually added to a workspace to maintain the row and column arrangement when fields and controls are moved and removed or to create white space in a workspace. The SmartSense ratings for both customer and agent appear wherever they have been placed on the workspace. while those with the lowest ratings are moved down on the list. and email information. . Standard text—Any text or response prepared in advance that can be sent to customers when responding to incidents. SmartSense also rates the incident responses sent by agents. Snippet—Any text or part of a document that can be used in more than one document. Staff account—The settings for a staff member authorized to access a RightNow application. In RightNow Feedback. group assignment. including login name. The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customer’s question. appended to responses by a business rule. Standalone Configuration Editor—A web page that allows access to the Configuration Editor without going through the RightNow Console. See CTI. Staff account custom field—A field for gathering and displaying additional information about staff members.

Sending. Style—All of the specifications that can be defined for presenting graphical and tabular data in a report. Marketing. Strategy—A sales plan defined by an organization that includes stages and associated tasks that must be completed in order for opportunities to move through each stage. Surveys can be sent as mailings. Sales. Suspended—A mailing and survey status that indicates a mailing or survey has been temporarily suspended from the Sending or Launched status. Lead. Pronouns. incident. served as a web page. mailing. The default survey delivery statuses include Draft. Default incident status types are Unresolved. and Reject. Suspended. See Answer status. survey. Mailing status. Survey—A method of gathering customer responses and feedback. See Rule state. Inactive. Suggested answers—The list of answers from the knowledge base that is returned when SmartAssistant is invoked. incident. and Completed. Strict priority—A pull policy that defines the order in which the system pulls incidents or chats from multiple queues. The strict priority ranking also identifies from which queues agents can retrieve incidents. Stopword—A word that is not included in the keyword indexes in RightNow Service and is not searchable as a result. including fonts. . or sent as events triggered by a campaign or business rule. and any combination of the three. Lost. Scheduled. Suggestion—A product recommendation automatically generated by Offer Advisor using a predictive model based on customer purchase history. State also refers to the current stage of an object in rules processing. Survey status. Default answer status types are Public and Private. See also SmartAssistant. and adverbs are common stopwords. or opportunity. and borders. Default opportunity status types are Active. See RightNow Feedback. Strategies allow organizations to define multiple sales plans based on their business processes and help ensure that policies and procedures are enforced. Suspended by Error. either by staff members working on incidents or engaged in chat sessions or through business rules that append answers to email questions and Ask a Question queries from customers. Canceled. Preparing to Send. and Waiting. articles. or task. and Task status. Suspended by Error—A mailing and survey status that indicates a transactional mailing or transactional survey encountered an error and has been temporarily suspended. Support Home—The entry page on the customer portal that contains links to the main functions in RightNow Service. Incident status. staff members can also manually update the State field. Status—The current state of an answer. This page provides customers with quick access to the tools they need to answer their questions and receive immediate customer service. opportunity.235 State—A field that classifies how contacts and organizations were added and what actions have occurred since their creation. State field options include Service. Solved. Opportunity status. Closed. The State field is automatically populated when a contact or organization record is added or updated. Dead. Survey status—A method of tracking the state of a survey. Status type—The current state of an answer. Launched. colors.

Target rule—A type of business rule that has the sole purpose of creating a target consisting of contacts who meet the conditions established by the rule. self-documenting file. Test message—A mailing message that can be sent to small cross-sections of an audience to test a response before launching a final message. Task inheritance—A feature for linking a task’s assigned staff member. when a widget is edited. organizations. Text explanation—A text field that can be associated with a response in a guided assistance guide. . contacts. that is. Task status—A method of tracking a task’s state. Territory—A specific geographical sales region configured in RightNow Sales. or they can be associated with answers. Completed. Tasks can be standalone. RightNow Service processes some of the mail into new incidents and routes the incidents using business rules (depending on settings). The text explanation is displayed after an agent selects the associated response from a question in the guide. See Guided assistance. and stages in a sales strategy. and Deferred. See also Tag gallery. See also Offline mode and Online mode. Target—A specific group of customers sharing common characteristics to whom a promotion is presented. campaigns. The tag gallery is a dynamic. The default task statuses are Not Started. Task custom field—A field for gathering and displaying additional information about tasks. Sales representatives can be assigned specific territories for opportunity assignment. In Progress. contact. Also called sync. opportunities. RightNow Marketing and RightNow Feedback process bounced messages to assist in tracking incorrect email addresses. Task—An action or activity scheduled to be completed within a specified time. A customer may belong to more than one target. mailings. Table instance—A component of a data set that specifies the database tables that data can be selected from and how database tables are joined in a report or segment.236 Synchronization—The process of collecting and combining records from online and offline databases to ensure data is consistent between both databases. incidents. or organization to the equivalent value in a record associated with the task. The code used to place the syndicated widget on a web page is available in the tag gallery. the tag gallery immediately reflects those changes and displays a preview of the changes in the gallery. Techmail—A scheduled utility that retrieves mail from specified POP3 mailboxes. Syndicated widget—A customer portal widget that can access the RightNow database from any external web page. documents. Tag gallery—A reference site that provides information about the tags that can be used for creating pages and templates for the RightNow Customer Portal. Up to twelve levels of territories can be defined. Waiting. Task custom fields appear when adding or editing a task. surveys. Templates can be added from the Content Library component. Template—A structured format used in a document in which specified sections are locked and cannot be edited and a section is open for customized content.

on a specific date. Text matching—A feature in Offer Advisor that enables agents to search for specific terms that best express the customer’s interests. Text question—A question type that allows customers to type their answer to a question. or at an interval in the future. See Accessibility interface.237 Text field—A customizable field containing text that is commonly added to reports. Once a text field is created. After a search. A tracked link category can have one sub-category level. Tracked link category—An option for classifying tracked links for reporting purposes. Transactional mailings are sent to a contact when the contact meets specified criteria in a campaign and can be scheduled to be sent immediately. the list of promotions and suggestions on the Offer Advisor window will be reordered. The associated answer or document will always be displayed to customers when the topic word is included in their search text. Theme—A group of related text responses to a survey question. and the ranking of each will reflect its relevance to the terms entered by the agent. Tracked link—A link that can be tracked by RightNow Marketing and reported on for statistical purposes. Topic word—A word that is associated with an answer or document. See also Data mining and Themes. either by a customer or agent. Transactional survey—A survey that is sent only when an event occurs. Transfer—A feature in RightNow Chat that enables an agent to transfer a customer to another agent during a chat session. Unqualified—One of the default chat agent statuses. Trending periods are defined when creating or editing a custom report and can be included in standard reports. Time billed—A way to track the time spent responding to incidents. Transactional mailing—A mailing that is sent only when an event occurs. Topic monitoring—A process that groups survey text responses into clusters of related responses called “themes” and labels each theme with keywords that define the responses. Data from the Time Billed field can be used for customer billing and determining average incident resolution time. The Unqualified chat agent status has an Unavailable status type. See Offer Advisor. Trending—A method of predicting a trend for a specified date range in the future based on a report’s current data. See also Topic monitoring. Thin client—The non-graphical interface in RightNow Service. This status indicates that the agent is not available to chat. Third-party screen pop—A feature in RightNow that allows staff members to open a RightNow Console or report from a third-party application. or at an interval in the future. on a specific date. Unresolved—One of the default incident status types and statuses. . Themes are created by topic monitoring and identified by common keywords. Incidents with an Unresolved status have recently entered the system. it can be added to any custom report and then adjusted as necessary. Transactional surveys are sent to a contact when the contact meets specified criteria in a campaign or business rule and can be scheduled to be sent immediately.

and restored to its initial value for the next round of rules processing. Variable—A temporary data item in a rule base. Visibility settings specify the interfaces in a multiple interface installation where these fields appear. Web Indexer—A search method in RightNow Service that allows customers to simultaneously search the knowledge base along with web pages and other web-accessible documents within a specified domain. An incident marked Updated has been updated by a customer from My Stuff. it is replaced with the value specified in the variable. Dbstatus. Kimport. An incident marked Waiting has been responded to by a staff member and is waiting for a response from the incident creator. This status indicates that there are no restrictions to the agent’s availability to chat. The variable is assigned an initial value that can be modified through rule actions. Unsubscribe link—A link in a mailing that contacts can click to opt out of future mailings or surveys. Web spider—A software application that reads web pages and other documents and indexes the content for a search engine. often following hyperlinks from one web page to another. Website link survey—A type of survey that is published as a web page and can be linked to from any source. Kexport. and Wltool. Reportgen. This status indicates that the agent is logged out of RightNow Chat. Updated—One of the default incident statuses. Utility—Any of a number of programs in RightNow to help manage and configure a RightNow installation. Variables also refer to shortcuts defined for a larger string that can be inserted in the body of an answer or inserted inline during a chat session. The URL address and the content of the web page are displayed. Waiting—One of the default incident status types and incident statuses. Techmail. the settings can also define whether the fields appear on the administration interface and customer portal and whether certain custom fields with customer visibility can be edited. . Web form—A document in RightNow Marketing that allows contacts to input information that can be submitted to the database. Web forms are served as web pages by RightNow. Msgtool. Bulkdel. The Unspecified chat agent status has a Logged Out status type and is displayed to agents by default. RightNow utilities include Agedatabase. Dbaudit. URL answer—A type of answer that consists of a link to an external URL. Updated incidents have an Unresolved status type. Langcvt. used as a rule condition to trigger other actions. Visibility—A setting that determines where a custom field or customizable menu item will appear. When the variable is inserted in the body of the answer or in a chat response. The Unrestricted chat agent status has an Available status type.238 Unrestricted—One of the default chat agent statuses. Watchlist notification—An email sent to those customers who have requested to be notified when a particular answer has been updated. Unspecified—One of the default chat agent statuses.

and tasks) that have been docked to the RightNow Console. organization. text searching. Wltool—A utility that is manually run after making changes to one of the wordlist files. and tasks. organizations. The value is relative to a constant and is based on number of occurrences. When another. . capitalization.239 Weight—A displayed value given to resulting answers of a text search. Subject field and incident thread for incidents). a workspace element can display the first or last record opened in the workflow or a record named elsewhere in the workflow. and custom workspaces can be created. and service opportunities. Workspace—The configuration of the content pane when working with answers. opportunities. Standard workspaces exist for each type of workspace. WYSIWYG (what you see is what you get)—See HTML editor. For instance. Wordlist file—Any of the files that can be modified to customize indexing. Summary. thereby saving large amounts of space while making a search broader and more appropriate. contacts. Win/loss reason—An option for classifying and recording reasons for winning or losing an opportunity. See Wordlist file. Workspace designer—The tool used to create and edit custom workspaces. All records in a work group are saved and closed in a single operation. Workflow—See Desktop workflow. The workspaces staff members use depend on their profile. associated records (for example. reports. Work group—All of a record’s open. non-associated record is opened. or other elements that can access the RightNow database and communicate with other widgets through events or to the server through AJAX requests. Question. fields. and Answer field for answers. Working record—The record being evaluated or acted upon by a workflow element or connector. incidents. Word stemming—A feature used in keyword indexing and text searching that finds the root of each word and stores the stemmed root instead of the whole word. and when working with quotes. The value is equal to the sum of the weights (for indexed words) of all the matched words from the text search. an incident’s contact. Widget—A collection of files that generates a specific function when it is placed on a page of the RightNow Customer Portal. when working in RightNow Chat. and location of the word (ranked high to low: Keywords. Widgets can be buttons. quote products. the records in the work group are collapsed on a single content pane tab. and SmartSense emotive ratings. Weight also refers to an internal value given to each indexed keyword for an answer or incident.

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php 83 account/notif/list. 112 about. widgets 146 autoload.php 22.php 84 answers/websearch_detail.php 83 account/questions/print. 178 AnswerNotification widget 137 AnswerNotificationIcon widget 138 AnswerNotificationIcon2 widget 138. 91 answers/preview_detail. for searches 40 announcements. 94 ask_confirm.php 84 answers/websearch_list.php 84 answers/hier_popup.php 82 assets folder 20 Attach a File page 85 attributes.php 82 account/setup_password.php 82.php 84 AnswerSearchArea widget 130 AnswerSearchArea2 widget 130 AnswerSearchAreaIcon 130 Ask a Question Confirmation page 82 Ask a Question page configuring 48 description 82 email only 96 overview 94 ask. 196 aliases.php 82 Account Assistance page 84 account/change_password.php 83 account/overview.php 84.php 83 account/questions/list.php 83 account/questions/update.php 83 account/sla.php 82 account/notif/detail.php 83 account/notif/unsubscribe.php 83 account/reset_password.php 84 answers/list.js 23 B Blank widget 141 BrowserSearchPlugin widget 139 business objects.php 82 account/questions/detail. 98 account/profile.php 83 account_assistance.php 84 answers/print. page attributes 105 Answer page configuring 46 detail 84 indexed 84 AnswerFeedback widget 130.241 Index A About page 82. tag gallery 106 C Category Hierarchy window 84 .php 82. removing from template 88 AnnouncementText widget 132.php 84 administration site 108 ajaxCustom. 182 answers configuring privileged access 47 related answers 46 search results 35 search text feedback 38 search-field weighting 36 solved count 34 answers (continued) configuring stopwords 44 suggested searches 37 topic words 41 overview 17 answers/detail. 182 answer details.

242 Change Password page 82 change_password. setting permission 31 CP deploy.php 85 css files changing font sizes 200 widgets 199 custom fields. for Dreamweaver 73 configuring Answer page 46 answer solved count 34 Ask a Question page 48 customer portal overview 33 settings 32 My Notification Requests page 52 My Questions page 51 My Stuff page My Notification Requests 52 My Questions 51 overview 50 Support Login 50 privileged access 47 related answers 46 search results 35 search text feedback 38 search-field weighting 36 security/login 50 SmartAssistant 48 stopwords 44 suggested searches 37 configuring (continued) Support Login 50 topic words 41 Web Indexer 53.php 84 chat_file_attach. default 86 upgrading . 22 configuration log. 198 controllers custom 196 folder 22 front 196 MVC 195 widgets 198 cookie_required. 55 contacts. page attributes 105 code view. widgets 155 CP administration. for KnowledgeSyndication widget 157 controller.php 85 ChatButton widget 135 ChatFileAttachmentUpload widget 141 ChatForm widget 135 ChatFormOpen widget 129 ChatHours widget 129 ChatStatus widget 129 clickstream tag.php 85 chat_hours. Display widget 133 customer portal accessing 28 administration site 108 configuration settings 32. in Dreamweaver 77 CodeIgniter developer library 194 folder 21 composite widgets 151 config folder 21.php 146.php 85 cookies modifying header information 201 setting development cookie 108 copying. 190 replicating functionality in customer portal 172 Configure RightNow Extension window. overview 17 context-sensitive page information. Web Indexer 61 configuration settings customer portal 32.php 82 Chat hours window 85 chat. 190 deploying 166 directory structure 20 page files 82 security 50 standard pages 82 template. see migrating URL mapping 170 web indexing 53 Customer Portal Studio 14 customizing message bases 122 search-field weighting 36 widgets 154 CustomMenu widget 140 . setting permission 31 Create a New Account page 85 Create Dreamweaver Site window 74 create_account.

84 developer libraries 194 development folder 22 development pages caution. in Dreamweaver 77 detail. 107 cookie 108 directory structure 20 Display widget 133. in Dreamweaver 70 deploying customer portal pages 166 reverting to previous deployment 168 viewing deployment logs 167 deprecated widgets in use report 144 deprecated widgets report 143 deprecation. limits 192 FileAttachmentUpload widget 142 files naming conventions 25 structure 20 viewing. deleting 70 extension. of widgets 143. 150 Error page 82 error.243 D data dictionary. Dreamweaver 71 external searching. from URL 25 widgets 146 FilterDropdown widget 140 Find Answers. opening 18 database 17 default pages 82 DeleteButton widget 138 DeleteButton2 widget 138 deleting euf folder. enabling 62 F FeedbackDialog widget 132 FeedbackForm widget 135 file attachments. working with production data 17. indexed 84 Find Answers page configuring answer solved count 34 configuration settings 34 overview 34 search results 35 search text feedback 38 .php 82 errors folder 22 euf folder caution. Ask a Question query 96 EmailCredentials widget 141 EmailLink widget 141 EmailLink2 widget 142. 144 design view. switching 75 logging in to RightNow 76 opening pages 79 overview 70 RightNow toolbar 78 Site Definition window 75 sites creating 74 Dreamweaver (continued) sites managing 79 tag editor 148 views in the document window 77 E Edit My Profile page 82 email.php 83. 181 DisplayCustomAll widget 133 DisplayNameFields widget 133 DisplayNameFieldsValue widget 133 DisplayValue widget 134 Dreamweaver Configure RightNow Extension window 73 Create Dreamweaver Site window 74 deleting euf folder 70 extension downloading from RightNow 72 downloading from URL or tag gallery 72 installing 71 updating 72 interfaces. 178 EmailPassword widget 142 End-User Visible Answers Report field 94. 177.

195 folder 23 loading 201 YUI 194 links. 182 InputCustomAll widget 134 InputNameFields widget 134 Insert RightNow Variable window 120 interfaces Dreamweaver. 91 .php 82.php 84 HierDisplay widget 132. limit 192 IncidentRefNoDisplay widget 132 IncidentUpdateLink widget 142. 177. 174 H help_search.php 83. 180 indexing. php 199 I iFrames 193 incident file attachments. 180 home. 150 J javascript folder 23 K Keywordindexer.php 85 helpers folder 22 loading 200 hier_popup. Web Indexer 61 KeywordText widget 140.244 Find Answers page (continued) configuring search-field weighting 36 suggested searches 37 topic words 41 description 84 overview 91 Finish Account Creation page 83 Flash adding elements to pages 119 migrating pages containing Flash 192 folders assets 20 CodeIgniter 21 config 21 development 22 logs 24 production 24 rightnow 24 structure 20 widget folders 203 FormButton widget 135 FormOpen widget 135 front controllers 196 function calls. 84.php 22 L libraries CodeIgniter 194 developer 194. 174 knowledge base 17 KnowledgeSyndication widget defining products 156 overview 155 using page context 157 G Grid widget 139. switching 75 Interfaces editor 94. web pages 53 Input widget 134. maintaining session data 200 list. 89 hooks.

98 P pages adding Flash elements 119 . 199 Login Failed page 85 login required.php 22 editing 171 MenuFilterDropdown widget 140 MenuFilterForm widget 135. 137. 182 normalized URLs in web indexing 54 patterns 58 O OrgList widget 140. 174 N NavigationTab widget 87. 172 MenuFilterList widget 140 message bases adding to pages 120 creating new content 122 customizing 122 overview 18 meta tags. from Dreamweaver 76 logic. for pages 104 migrating pages with Flash elements 192 replicating configuration setting functionality 172 to customer portal.js 146. 180 overview.php 82. from older end-user interfaces 169 models folder 23 overview 195 model-view-controller design pattern 195 Most Popular Answers report 90 Multiline widget 139.php 85 LoginDialog widget 136 LoginForm widget 137. WebDAV connections 69 mapping. 173.245 Live Help page 84 logging in to RightNow. 175 LoginPopup widget 137 LoginStatus widget 131 LoginStatus2 widget 131 LoginStatusAccount widget 131 LoginStatusAccount2 widget 131 logout implementation 189 LogoutLink widget 137 logs deployment 167 WebDAV 69 logs folder 24 MVC design pattern 195 My Notification Requests page configuring 52 detail page 83 list page 83 Unsubscribe Results 83 My Overview 98 My Overview page 82 My Questions page configuring 51 description 83 My Stuff page configuring My Notification Requests 52 My Questions 51 overview 50 Support Login 50 My Notification Requests page 52 My Questions page 51 MyStuffNav widget 131 MyStuffSearchArea widget 131 MyStuffSearchAreaIcon widget 131 M MacOS. page attributes 105 login_form.

php 85 Permission Denied page 85 permissions. configuring 35 search text feedback.php 23 search results.php 84 PreviousAnswers widget 136. Dreamweaver toolbar 78 rn_standard. enabling 38 Search Tips page 85 SearchAllList widget 140 SearchButton widget 141 search-field weighting. 179 Print page answers 84 question 83 print. 182 Product Hierarchy window 84 production data. profile 30 php function calls 199 preview_detail. redirecting 185 logout implementation 189 My Stuff page edits 187 overview 184 requiring login 186 with SLAs 189 Password Change Succeeded page 85 password_changed. 179 RenewButton widget 138 reports finding report IDs 149 in widget attributes 149 modifying 152 overview 18 Reset Password page 82 reset_password. configuring 36 SearchIcon widget 141 SearchSuggestions widget 136 SearchTruncation widget 139 SearchTypeList widget 141 security. 84 PrintPage widget 142 privileged access.php 86 RNTLogo widget 143 root URLs.php 85 profiles. in Web Indexer 57 RSSIcon widget 143 S sample_helper. 174 Service Contracts page 83 service level agreements 17 .php 83.php 82 profile_updated. 107 production folder 24 products finding ID number 156 for KnowledgeSyndication widget 156 Profile Update Succeeded page 85 profile.php 22 SampleLibrary.php 82 ResetPassword widget 143 ResultInfo widget 139 RightNow Customer Portal Administration site 108 rightnow folder 24 RightNow standard pages 82 RightNow tag gallery 99 RightNow toolbar.246 pages (continued) adding message bases 120 widgets 119 attributes 104 creating 117 file names 82 meta tags 104 page tags 103 page title 105 PagesSelect widget 139 pass-through authentication login. configuring 46 RelatedAnswers widget 136. in Dreamweaver 78 RN buttons. configuring 50 SequentialTab widget 137. configuring for customer portal 30 R RegionalStyleOverride widget 133 related answers. configuring 47 ProactiveChat widget login page fields 159 standard 143 summary of events 158 syndicated 158 ProdCatNotification widget 138. caution with development pages 17.

php 84 utils/chat_file_attach.php 85 utils/cookie_required.php 85 utils/chat_hours. adding 44 stream editor. page attributes 106 sla. Keywordindexer 61 utils/account_assistance.php 83 sla_required. files and folders 20 StyleChooser widget 133 suggested answers.php 83 Update My Question page 83 update.php 83 upgrading . enabling 37 Support Home page description 82 overview 89 Support Login page configuring 50 description 85 syndicated widgets configuring 160 editing 160 KnowledgeSyndication 155 overview 155 syndicated widgets (continued) placing on a web page 160 ProactiveChat 158 synonyms. configuring 48 solved count. configuring 34 SortList widget 141 spiders.html 21 split view. field descriptions 42 TopicWords widget 136 transient login permission 31 U Unsubscribe widget 138 unsubscribe. see aliases T tag editor. Dreamweaver 79 SiteFeedback widget 132 Sitemap 53 SLA failed page.247 sessions definition 28 maintaining data in links 200 setup_password. for Dreamweaver 75 site management.php 85 . in PHP files 20 utilities. using sitemap to index 53 splash.php 85 utils/create_account. see migrating URL mapping 170 UTF-8 encoding. in web indexing 54 structure. Dreamweaver 148 tag gallery business objects 106 overview 99 page meta tags 104 page tags 103 widget preview 147 widgets 125 template path. from SmartAssistant 49 suggested searches.php 84 utils/chat.php 85 SlaDiv widget 133 SLAs overview 17 pass-through authentication 189 SlaTab widget 137 SmartAssistant. in Dreamweaver 77 standard pages Ask a Question 94 descriptions 82 Find Answers 91 My Overview 98 Support Home 89 template 86 standard RightNow widgets 129 stopwords. removing 88 creating 113 default 86 narrowing page 88 navigation tabs 87 topic words 41 Topic Words editor.php 83 Site Definition window. page attributes 106 templates announcements.

php 85 utils/login_form. indexing 53 WebDAV logs 69 overview 66 WebDAV (continued) setting connections for MacOS 69 for Windows Vista 68 for Windows XP 67 setting permission 31 viewing files 25 websearch_detail.php 85 utils/submit/password_changed. 59 patterns 58 overview 54 root URLs 57 search-time URL patterns 58 SED 54.php 85 V View Question page 83 view. WebDAV connections 68 Windows XP.php 85 utils/sla_required.php 84 WebSearchArea widget 132 WebSearchOptions 141 Widget Preview.248 utils/help_search. tag gallery 147 widgets adding to pages 119 attributes 146 code 124 composite widgets 151 controller file 198 copying 155 css files 199 customizing 154 deprecated widgets in use report 144 deprecated widgets report 143 files 146.php 85 utils/submit/profile_updated. 55 excluded URL parameters 58 Indexing Mode 56 Keywordindexer 61 normalization rules 59 normalized URLs in web indexing 54.php 84 websearch_list.php 146. for searches 40 . WebDAV connections 67 word lists. using sitemap to index 53 Web Indexer configuration log 61 configuring 53. 198 folders list 203 navigating 127 structure 23 logic file 199 navigating folders 127 overview 124 reports in attributes 149 modifying 152 searching 128 standard 129 syndicated widgets KnowledgeSyndication 155 overview 155 ProactiveChat 158 view file 198 Windows Vista. 198 views folder 23 MVC 196 W web crawlers. 59 Sitemap 54 stream editor 59 supported document types 60 Web Indexer Configuration Wizard accessing 55 summary 61 supported document types 60 test results 59 web pages.

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