RightNow Made Easy

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RightNow
Made Easy
A User’s
How-To Guide
Version 8.1
June 2007
Documentation. This documentation is © 1998–2007 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 hereafter, the software code is © 1997–2007 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.
Certain components of the software that are provided under license from RightNow belong to third parties that
have authorized RightNow to sub-license the components:
“Apache Projects” (webservers and associated utilities and sub-projects) © 2000-2007 The Apache Software Foun-
dation; “Sendmail” (sending email header files) is © 1983 to Eric P. Allman and © 1983, 1993 to the Regents of the
University of California; “Mime pph” (library for email mime, encoding/decoding) is © 1996-1998 to Douglas W.
Saunder; “Base64” (data encoding) is © 1996 to Internet Software Consortium; “Brill NLP Tagger” (natural language
parser) is © 1993 MIT and University of Pennsylvania; “Expat XML Parser” (XML parser) is © 1998-2000 to Thai
Open Source Software Center Ltd. and Clark Cooper and © 2001-2002 to Expat Maintainers; “GIF Image Reading
Routines” (image reading routines) is © 1990, 1991, 1993 to David Koblas; “Semaphore Implementation” (generic
semaphore routines for live server) is © 1995 to UMASS CS Dept.; “Scandir for Solaris and Win 32” (utility routines
code) is © 1997-2003 to the PHP Group; “Regular Expression Library” (pattern matching library) is © 1992-1994 to
Henry Spencer; “PDF Library” is © to PDFlib GmbH; “PopChart Enterprise” is © to Corda Technologies, Inc.; “eWeb
Edit Pro + XML” is © to Ektron, Inc.; “SSCE Java Source” (spell checker) is © to Wintertree Software, Inc; “libxslt”
(xml transformation tool) is © 1998-2000 to David Veillard; “log4net” (logging tool) is © 1999 to the Apache Soft-
ware Foundation; “awk data encoding” (data encoding) is © 1997 to Lucent Technologies; “Open SSL” (secure data
transfer) includes cryptographic software written by Eric Young (eay@cryptsoft.com); “strftime” (utility routine
code) is © 1989 the Regents of the University of California; “strtoll” (utility routine code) is © 1992 the Regents of
the University of California; portions of “ExDataGrid” (active X control for data display) are © 2003 to Jan Tielens;
portions of “svgdom” (vector graphics routines) are © 2002 to James W. Newkirk, Michael Two, and Alexei A. Vor-
ontosov, and © 2000-2002 to Phillip A. Craig; “php” (dynamic web html programming language) is © 1999-2000 to
the PHP Group; “PHP zip class” (ZIP file utilities) is © 2005 to Rochak Chauhan; “HtDig” (web index/search library)
is © 1999-2005 to The HtDig Group; “CLucene” (information retrieval library) is © 2003-2005 to the CLucene team;
“Snowball” (natural language parser stemmers) is © 2001, Dr. Martin Porter and Snowball Team; “ONC-RPC” (net-
work utility routines) is © 1997 WD Klotz, 1993 by Martin F. Gergeleit and 1988 Sun Microsystems, Inc.; “Overlib”
(Javascript Utilities) is Copyright Erik Bosrup 1998-2001; “cUrl” (networking utilities) is © 1996-2007 Daniel Sten-
berg; “libmcrypt” (data security routines) is © 1998, 1999, 2001 Nikos Mavroyanopoulos; “zlib” (data compression
and utilities) is © 1995-2005 Jean-loup Gailly and Mark Adler; “HTML Tidy” (HTML/XML cleaning routines) 1998-
2003 World Wide Web Consortium - WC3; “GroupableTableHeaderUI” (java code) is © 2004 D.I.A.L. S.L.;
“win_service” (utility routines) is © Firebird Ashes Project and Inprise Corporation; “sgml entities” (Unicode data)
is © 1997-1999 W3C; “Mozilla Root SSL Certificates” (Secure data transfer) is © Mozilla; “Timer.java” (timing rou-
tines) is © 2000 The Apache Software Foundation; “YUI Ajax Library” (javascript and xml routines) is © 2006
Yahoo! Inc.; “GIFDECOD” (graphics/ image routines) is © 1990, 1991, 1993, David Koblas; “Mersenne Twister
MT19937” (random number generator) is © 1997-2002, Makoto Matsumoto and Takuji Nishimura; “WindowsHook”
(.NET utility routines) is © 2002, Dino Esposito & erms-rma project; “CRC32” (.NET data encoding) is © 2003 Tho-
raxcentrum, Erasmus MC; “zip compression” (.NET data compression) is © 2004-2005 DevelopDotNet, Alberto Fer-
razzoli; “PropertiesBag” (.NET utility routines) is © 2002 Tony Allowatt; “RichTextBox Extensions” (.NET utility
routines) is © 2003-2007 Pete Vidler; “FontConfig” (font utilities) is © 2001, 2003 Keith Packard; “Xrender/render”
(graphics rendering) is © 2001, 2003 Keith Packard; “FreeType” (fonts) is © 1996-2002 by David Turner, Robert Wil-
helm, and Werner Lemberg; “LibJPEG” (graphics library) is © 1991-1998, Thomas G. Lane and the Independent
JPEG Group; “GIFLIB” (graphics library) is © 1997 Eric S. Raymond; “LibXML” (XML Parser) is © 1998-2003 Daniel
Veillard; “glib/gthread/gmodule” (utilities) is © 2001-2008 The Mono Project and Contributors; “gdiplus” (graphics
utilities) is © 2001-2008 The Mono Project and Contributors; “Mono Project” (.NET Virtual Machine and Toolchain)
is © 2001-2008 The Mono Project and Contributors; “Mono MCS Classes” (code library) is © 2001, 2002, 2003 The
Mono Project and Contributors; “MBUnit” (utility and test code) © 2005-2007 Andrew Stopford and © 2000-2004
Jonathan De Halleux, Jamie Cansdale;
“X11R6/XFree86” (GUI rendering) is © 1994-2003 The XFree86 Project, Inc. and contributors as follows [© 1996-
2000 by David Turner; © 1984-1989, 1994 Adobe Systems Incorporated; © 2003 Eric Anholt; © 2002 Apple Com-
puter, Inc.; © 1988 AT&T; © 1992 by Robert Baron; © 1996-1998 by David Bateman; © 1988 Bitstream, Inc., Cam-
bridge, Massachusetts, USA; © 2001 by Stephen Blackheath; © 1993 by Jon Block block@frc.com; © 2000 Compaq
Computer Corporation, Inc.; © 1998 by Concurrent Computer Corporation; © 1994-2000 by Robin Cutshaw; ©
1992, 1993, 2002 by David Dawes; © 2000 by Egbert Eich; © 2002 by Paul Elliott; © 1987-1994 by Digital Equip-
ment Corporation; © 1988 by Evans & Sutherland Computer Corporation; © 1992, 1993, 1994 by FUJITSU LIM-
ITED; © 2003 by Bryan W. Headley; © 2000 by Richard A. Hecker, California, United States; © 2002 Hewlett
Packard Company, Inc.; © 1997 Matthieu Herrb; © 2000 Christian Herzog; © 1999 by David Holland; © 1992-2004
by Alan Hourihane; © 2000 Roland Jansen; © 2001 by J. Kean Johnston; © 2000, 2001 Ani Joshi; © 2000 by Rainer
Keller; © 1999-2003 by Peter Kunzmann, Citron GmbH, Germany; © 1994-2004 by Marc Aurele La France (TSI @
UQV); © 1996 by Steven Lang; © 1995, 1999 by Patrick Lecoanet, France; © 2001 by Patrick LERDA; © 2000 Tuo-
mas J. Lukka; © 2000-2001 by Sven Luther; © 2002, 2003 Torrey T. Lyons; © 1996, 1998 by Sebastien Marineau; ©
1984-1989, 1991, 1993 Massachusetts Institute of Technology; © 1993 by David McCullough; © 1995-1998 Metro
Link, Inc.; © 1993, 1996, 1999 by Thomas Mueller; © 1992 by Rich Murphey; © 1993, 1994 NCR Corporation; ©
1989-1995 Network Computing Devices; © 1990, 1991 by Nippon Telegraph and Telephone Corporation; © 1990,
1991 by NTT Software Corporation; © 1998 by Number Nine Visual Technology, Inc.; © 1990, 1991 by OMRON
Corporation; © 1991 by the Open Software Foundation; © 1998-2002 Keith Packard; © 1997 Takis Psarogiannako-
poulos, Cambridge, UK; © 1993 Quarterdeck Office Systems; © 2002 by Red Hat, Inc.; © 1990, 1991 by Thomas
Roell, Dinkelscherben, Germany; © 1989 Dale Schumacher; © 1993-1997 by Silicon Graphics Computer Systems,
Inc.; © 2002 Manish Singh; © 1993, 1994 by Sony Corporation; © 1988 SRI; © 1987, 1988, 1991, 1992, 2000 by Sun
Microsystems, Inc.; © 1999, 2000 SuSE, Inc.; © 2002 by SuSE Linux AG; © 1999-2001 by Thomas Thanner, Citron
GmbH, Germany; © 1992, 1993 by TOSHIBA Corp.; © 1992 by Jim Tsillas; © 1997, 1998 by UCHIYAMA Yasushi; ©
1990, 1991 UNIX System Laboratories, Inc.; © 1994, 1996 by Holger Veit; © 1992 Vrije Universiteit, The Nether-
lands; © 1993 by David Wexelblat; © 2001-2004 Thomas Winischhofer, Vienna, Austria; © 1993 by Thomas Wol-
fram, Berlin, Germany; © 1996 X Consortium, Inc.; © 1998 by Kazutaka YOKOTA; © 1992 by Orest Zborowski; ©
1991, 1996 Digital Equipment Corp.; © 1996 Fujitsu Limited; © 1996 Hewlett-Packard Company; © 1996 Hitachi,
Ltd.; © 1996 International Business Machines Corp.; © 1990, Network Computing Devices; © 1996 Novell, Inc.; ©
1987, 1996, 2002 Sun Microsystems, Inc.; © 1990, Tektronix Inc.; © 1985-1998 The Open Group; © 2000, 2001
Nokia Home Communications; © 2000 VA Linux Systems, Inc.; © 1990, 1991 Tektronix, Inc.; © 1987, 1988, 1989,
1990 by Digital Equipment Corporation, Maynard; © 1998, 1989 by Hewlett-Packard Company, Palo Alto, Califor-
nia; © 1990, 1991 Network Computing Devices; © 1993 by Sun Microsystems, Inc., Mountain View, CA; © 1988 by
Wyse Technology, Inc., San Jose, CA; © 1991 International Business Machines, Corp.; © 1989-1994 Adobe Systems
Incorporated; © 1993, Silicon Graphics, Inc.; © 1987-1993 Digital Equipment Corporation; © 2001, Andy Ritger
aritger@nvidia.com; © 1999, 2000 by Eric Sunshine; © 1994, 1995, 1996, 1997, 1998, 1999, Theodore Ts’o; © 2001-
2004 Thomas Winischhofer; © 1999 Lennart Augustsson; © 1999 Chris Costello; © 1995, 1999 Theo de Raadt; ©
2001-2002 Damien Miller; © 1994 Paul Vojta; © 1993 The Regents of the University of California; © 1993, 1994
Christopher G. Demetriou; © 2003 The NetBSD Foundation, Inc.; © 1998 X-TrueType Server Project; © 2003 After
X-TT Project; © 1998 Takuya SHIOZAKI; © 1998-1999 Shunsuke Akiyama; © 1998, 1999 Pablo Saratxaga; © 1998
Go Watanabe; © 2001 Roger So; © 1998, 1999 Chen Xiangyang; © 1997 Jyunji Takagi; © 1998 Kazushi (Jam)
Marukawa; © 1999 Mutsumi ISHIKAWA; © 1999 Nozomi YTOW; © 1998 Todd C. Miller; © 1999-2001 National
Semiconductor Corporation; © 1996 NVIDIA, Corp.; © 1991-2000 Silicon Graphics, Inc.; © 2001 by Bigelow; ©
2001 by URW++ GmbH.]
In accordance with license requirements, some of the open source licenses granted to RightNow are available for
inspection at: http://opensource.rightnow.com/.
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; 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
Contents
Part I: Introduction to RightNow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Chapter 1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
What’s inside . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Part II: RightNow Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Part III: RightNow Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Part IV: RightNow Marketing and RightNow Feedback. . . . . . . . . . . . 14
Part V: RightNow Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Conventions used in this guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Basic assumptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Icons used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
For more information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
What’s next. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Chapter 2 RightNow Up Close . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Knowledge at the point of action. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
RightNow’s solutions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
RightNow Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
RightNow Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
RightNow Marketing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
RightNow Feedback. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
What’s ahead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Downloading RightNow and logging in. . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Working on the RightNow Console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Navigation pane. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
How to use the navigation pane. . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Reordering items in a navigation list . . . . . . . . . . . . . . . . . . . . . . . 29
Customizing a navigation list. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Changing navigation buttons size. . . . . . . . . . . . . . . . . . . . . . . . . . 30
Collapsing or turning off the navigation pane. . . . . . . . . . . . . . . . 31
Content pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing the content pane display . . . . . . . . . . . . . . . . . . . . . . . . 32
Changing preferences. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Changing personal settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

2 RightNow Made Easy
Changing navigation pane options. . . . . . . . . . . . . . . . . . . . . . . . . . . . .34
Changing your password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Checking your notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Working with explorers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
Changing display states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
Working in the tree and list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Taking actions from the toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
Changing folders from the address bar. . . . . . . . . . . . . . . . . . . . . . . . . .46
Where to next. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Part II: RightNow Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Chapter 3 Working with Records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51
Searching for records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Searching from reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Using Quick Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54
Working with records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
Standard workspaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
Opening records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55
Basic operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Assigning records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Forwarding records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
Copying records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Printing records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
Spell checking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
Updating multiple records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Attaching files and notes to a record . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Attaching files to records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Adding notes to records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Audit logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Creating and using work groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62
Working with Outlook in RightNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Creating Outlook appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Chapter 4 Managing Contacts and Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Understanding associations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .66
Adding contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Adding contacts to records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
3
Adding organizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Associating contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Associating contacts with organizations. . . . . . . . . . . . . . . . . . . . . . . . 69
Associating contacts with incidents and opportunities. . . . . . . . . . . . 70
Changing incident-contact associations. . . . . . . . . . . . . . . . . . . . . 71
Changing opportunity-contact associations. . . . . . . . . . . . . . . . . . 72
Viewing contact and organization data. . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Viewing contact information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Viewing organization information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Modifying contacts and organizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Editing records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Removing contacts from an organization . . . . . . . . . . . . . . . . . . . . . . . 74
Deleting contacts and organizations. . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Deleting contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Deleting organizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Applying SLA instances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Chapter 5 Adding Tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Adding tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Associating tasks with records. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Understanding the Inherit property . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Part III: RightNow Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Chapter 6 Managing Answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Adding answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Adding HTML answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Adding URL answers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Adding file attachment answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Associating answers with multiple access levels. . . . . . . . . . . . . . . . . 90
Inserting conditional sections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Merging answers using Smart Merge . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Merging answer content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Managing answer relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Previewing answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Publishing answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Editing answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Reviewing answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

4 RightNow Made Easy
Deleting answers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .97
Chapter 7 Handling Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .99
Filling your inbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Working incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100
Completing incident fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .101
Crediting incidents to SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102
Adding responses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102
Adding content to your response . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Adding suggested answers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Searching the knowledge base. . . . . . . . . . . . . . . . . . . . . . . . . . . .104
Adding standard text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
Tracking your time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Presenting offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .106
Creating opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107
Sending responses. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .108
Other incident tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109
Adding incidents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .109
Proposing incidents as answers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110
Reassigning and re-queuing incidents . . . . . . . . . . . . . . . . . . . . . . . . .111
Chapter 8 Chatting with Customers in RightNow Live . . . . . . . . . . . . . . . . . . . . . . .113
Chatting with customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
Chatting with other agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
Transferring chats to other agents. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Monitoring chat sessions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
Creating incidents from chats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
Chapter 9 Analyzing Service Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
Agent reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120
Agent Activity report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .120
Agent Performance report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121
Incident reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .122
Open Incidents report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Incident Activity report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124
Incidents Created report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125
Incidents Outside SL report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
Knowledge base reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
Information Gaps report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
5
Questions Avoided report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Site reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Answers Viewed report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Keyword Search report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Part IV: RightNow Marketing & RightNow Feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Chapter 10 Creating Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Adding files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Adding tracked links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Creating templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Creating snippets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Creating documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Inserting file links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Inserting tracked links. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Inserting web page links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Inserting snippets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Applying templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Inserting conditional sections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Inserting merge fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Creating web pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Creating web forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Chapter 11 Defining Your Audience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Adding contact lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Creating segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Adding segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Adding filters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Adding grouping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Chapter 12 Sending Mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Creating broadcast mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Creating market testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Sending proof messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Accepting or rejecting proof mailings . . . . . . . . . . . . . . . . . . . . . 152
Sending mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Suspending mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Creating transactional mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Launching mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154

6 RightNow Made Easy
Suspending mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Canceling mailings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155
Chapter 13 Creating Marketing Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .157
Creating campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158
Specifying campaign details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158
Creating campaign workflow diagrams. . . . . . . . . . . . . . . . . . . . . . . . . . . .159
Creating paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .160
Editing Serve Web Page attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . .161
Editing Broadcast Mailing attributes . . . . . . . . . . . . . . . . . . . . . . . . . .161
Editing Entry Point attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .161
Editing decision attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .162
Editing Add to List attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .162
Editing Notification attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163
Editing Opportunity attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163
Editing Lead attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .163
Editing Incident attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164
Editing External Event attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . . .164
Editing Redirect to URL attributes . . . . . . . . . . . . . . . . . . . . . . . . . . . .164
Editing Set Field attributes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .165
Editing Transactional Mailing attributes . . . . . . . . . . . . . . . . . . . . . . .165
Editing Transactional Survey attributes. . . . . . . . . . . . . . . . . . . . . . . .166
Launching campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166
Using campaign templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .167
Event registrations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .168
Chapter 14 Creating Survey Questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171
Creating questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172
Creating text questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172
Creating choice questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172
Defining display options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173
Chapter 15 Surveying Your Customers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175
Creating surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .176
Creating broadcast surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .176
Creating transactional surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177
Creating website link surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .177
Creating questionnaires. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .178
Creating questionnaires in basic mode. . . . . . . . . . . . . . . . . . . . . . . . .178
7
Creating questionnaires in advanced mode . . . . . . . . . . . . . . . . . . . . 179
Editing actions and decisions. . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Selecting delivery options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Launching surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Sending surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Scheduling surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Suspending surveys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Canceling survey mailings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Viewing results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Chapter 16 Analyzing Marketing and Feedback Performance. . . . . . . . . . . . . . . . . . 185
Marketing reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Campaign reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Campaign Pipeline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Summary of Current Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . 187
Web Form Conversion Details by Campaign . . . . . . . . . . . . . . . . 188
Financial Information on Campaigns. . . . . . . . . . . . . . . . . . . . . . 189
Status of Current Campaigns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Mailing reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Problem Resolution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Transaction Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Mailing Response Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Mailings Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Web Traffic Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Feedback reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
My Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
My Survey Scores . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Status of Current Surveys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Part V: RightNow Sales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Chapter 17 Working Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Converting leads into opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Rejecting leads. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Creating opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
Adding a primary contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Adding strategies and forecasting. . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Preparing and sending quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

8 RightNow Made Easy
Creating quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .206
Merging opportunity data into quote templates. . . . . . . . . . . . . . . . . .207
Sending quotes to contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .208
Closing opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .209
Chapter 18 Integrating with Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .211
Installing Outlook integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
Connecting Outlook to RightNow. . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
Using contact integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Using task integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Using email integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .215
Appending Outlook email when viewing an existing email. . . . . . . .216
Appending Outlook email when creating or replying to an email . . .217
Viewing appended email in RightNow Sales. . . . . . . . . . . . . . . . . . . .217
Chapter 19 Working Remotely in Sales. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .219
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .220
Synchronizing data before working offline . . . . . . . . . . . . . . . . . . . . . . . .220
Working in offline mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .221
Synchronizing data after working offline. . . . . . . . . . . . . . . . . . . . . . . . . .221
Resolving data conflicts during synchronization. . . . . . . . . . . . . . . . . . . .222
Chapter 20 Analyzing Sales Performance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
Forecasting and Pipeline Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Large Deals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Current Pipeline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .227
Company Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .228
Sales Rep Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229
Sales Rep Details. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229
Top Performers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .230
Pipeline Sales Rep. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .231
Revenue Analysis. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .232
Revenue Recognition Breakdown. . . . . . . . . . . . . . . . . . . . . . . . . . . . .232
Lost Revenue and Win Rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .233
Lost Deals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234
Closed and Forecasted Revenue vs. Quota Trend . . . . . . . . . . . . . . . .235
Closed Revenue by Stage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .236
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .237

Introduction
to RightNow
10 RightNow Made Easy
11
Introduction
to RightNow
Introduction
Providing a consistently superior customer experience is the chal-
lenge you face every day. Every time you make a call, answer a
question, or send a mailing, your customers are evaluating their
experience and making a judgment about you and the organization
you represent.
With RightNow 8, your organization has invested in our award-
winning next-generation CRM software that makes it easier for your
customers to do business with you. Offering unparalleled software
and support, RightNow Technologies is committed to helping you
better serve your customers.
But our commitment doesn’t end with the software we sell. We also
look for ways to help employees across the organization get the
most out of RightNow. We think we found that way with RightNow
Made Easy.
Our how-to guide is unlike other user guides that overload you
with information you don’t want and can’t use. Instead, we focus on
what you do everyday and show you the quickest and most effi-
cient way to complete each task.
RightNow can help you maximize the profitability of every cus-
tomer interaction as you work toward retaining and expanding rela-
tionships with your customers. We think RightNow Made Easy can
help you reach that goal.
Chapter 1
12 RightNow Made Easy
What’s inside
We wrote RightNow Made Easy for anyone who works with custom-
ers and prospects. As you scan the table of contents, you’ll likely
see a list of the tasks you perform on a regular basis. And while
each task focuses on specific how-to instructions, we also put them
in context so you’ll understand how they apply to the work you do.
This how-to guide is organized into four parts, beginning with
RightNow Solution, which focuses on those tasks that all staff
members perform, regardless of their specific job duties or area of
expertise. Following RightNow Solution are sections that deal with
each RightNow product: RightNow Service, RightNow Marketing
and RightNow Feedback, and RightNow Sales. Each part contains
the key areas in that product that agents, marketing personnel, and
sales representatives work in and use everyday.
Here’s an overview of what’s in RightNow Made Easy.
Part II: RightNow Solution
No matter your job title or responsibilities, the chapters in
RightNow Solution can help you work more efficiently and pro-
duce better results. You will find common procedures that apply
across RightNow products.
Working with Records—In this chapter you will learn the basics
and valuable tips for working with individual records, lists of
records, and reports in RightNow. We show you how to search for
records (answers, contacts, incidents, opportunities, organizations,
and tasks) from a report or from our Quick Search menu. We also
tell you about some features that are common to all records and
how you can use them to keep information in your knowledge base
up-to-date.
Managing Contacts and Organizations—You can’t provide superior
service to your customers if your organization and contact informa-
tion isn’t up-to-date. In this chapter we show you how to manage
organization and contact records and explain the relationship
between organizations and contacts.
Introduction 13
Introduction
to RightNow
Adding Tasks—RightNow lets you add tasks to records you are
working on and add tasks that are not related to specific records. By
keeping track of all tasks in your RightNow application, you can
monitor everything you must do from a single location, all but elim-
inating the possibility of forgetting a critical task. This chapter
shows you the key points to add and manage tasks.
Part III: RightNow Service
RightNow Service helps you provide the superior customer service
and support your customers have come to expect. In this section we
show you the quickest and most effective ways to provide answers
to your customers and help you get more done in less time. Here’s
what we cover in Part III.
Managing Answers—In this chapter we show you how to create,
publish, and maintain answers in your knowledge base. From basic
answer creation to the answer review process, we cover the proce-
dures you’ll need to make sure your knowledge base contains the
information your customers are looking for.
Handling Incidents—If your job performance is measured by how
accurately and quickly you solve incidents, then you’ll want to
focus on the procedures in this chapter. We show you how to take
advantage of RightNow key features to answer customer questions
quickly and accurately the first time.
Chatting with Customers in RightNow Live—Chatting with your
customers in real time is another tool you can use to quickly and
effectively answer customer questions. This chapter walks you
through the procedure to chat with a customer, plus offers tips for
using some of RightNow Live’s unique features.
Analyzing Service Performance—This chapter describes some key
reports for evaluating your organization’s performance over time. If
you supervise agents, you can run a report that shows you how
quickly individual agents are solving incidents; if you’re responsi-
ble for maintaining the answers in your knowledge base, you can
see which answers are being viewed and which ones aren’t. With
RightNow Analytics—our business analytics software—you’ll
know exactly what you’re doing right and what areas need
improvement.
Chapter 1
14 RightNow Made Easy
Part IV: RightNow Marketing and
RightNow Feedback
In this section, we show you how to get the most out of RightNow
Marketing and RightNow Feedback to target customers and quali-
fied prospects through full-scale marketing campaigns and surveys.
You will learn about all the tools you have to produce quality mail-
ings for use in campaigns and surveys.
Creating Content—In this chapter we show you how to create con-
tent for mailings, web pages, and surveys. You’ll learn how easy it is
to store and organize your content and reuse it whenever you want.
Defining Your Audience—We show you how to create and maintain
both dynamic and static lists to use in certain mailings and surveys.
All the procedures you need to create, edit, and maintain lists is
covered in this chapter.
Sending Mailings—This chapter focuses on the types of mailings
you can create and shows you each step in the process. You’ll also
see how to test a mailing before sending it to your audience and dis-
play results.
Creating Marketing Campaigns—Using a graphical interface, you
can create dynamic, multiple-step email marketing campaigns
using workflow diagrams. RightNow contains a canvas where you
can click and drag items to easily organize the layout of your cam-
paigns. In this chapter we show you how.
Creating Survey Questions—If you are responsible for creating and
managing surveys in your RightNow application, you’ll want to use
this chapter to learn about the types of questions you can create for
use in surveys and your options for reusing them in other surveys.
Surveying Your Customers—Our surveys functionality makes it
easy for you to find out what your customers think about your
products and services. Procedures in this chapter step you through
the process of creating and managing surveys to track customer
responses.
Analyzing Marketing and Feedback Performance—RightNow
Analytics provides you with valuable information about your mail-
ings, campaigns, and surveys. The standard reports in RightNow
Introduction 15
Introduction
to RightNow
Marketing and RightNow Feedback will help you evaluate the suc-
cess of all your mailings. We describe some key reports and show
you what each one contains.
Part V: RightNow Sales
Using RightNow Sales as your sales automation solution, you’ll
spend less time tracking and organizing your sales data and more
time selling. Here’s a description of what you’ll find in Part V of
your how-to guide.
Working Opportunities—In this chapter we show you how to man-
age your opportunities. From adding opportunities to sending
quotes to customers, you’ll know exactly what you can do to stay
on track to meet your sales goals.
Integrating with Microsoft Outlook—When RightNow Sales is
integrated with Microsoft Outlook, you can share contacts and
tasks and synchronize email between the two applications. Outlook
integration also eliminates the need to switch back and forth
between applications during your workday.
Working Remotely in Sales—If you need to work in RightNow
Sales when you’re traveling or when you don’t have an Internet
connection, then this chapter is for you. Find out how to use dis-
connected access to work on your current sales data and then
upload it to the online database once you have an Internet connec-
tion.
Analyzing Sales Performance—Our standard reports in RightNow
Sales can help you measure your progress and see exactly where
you are in meeting your sales quota. In this chapter we’ll show you
some key reports and describe the type of information contained in
each one.
Chapter 1
16 RightNow Made Easy
Conventions used in this guide
To help you get the most out of RightNow Made Easy, become famil-
iar with the conventions that we use to present information.
Basic assumptions
We made some assumptions so we don’t waste your time telling you
what you already know or what you’ve already done. We assume:

You have a working knowledge of your operating system
and web browser.

You’re familiar with standard computer operations such as
using menus and commands to open, save, and close files.

You know how to move around a RightNow interface and
open reports and records.

You know that in order to edit a record, you have to open it
first.
Review “Working
with Records” on
page 51 for key in-
formation and tips
about working effectively with
reports and records.

You know that required fields are designated with red text,
a red bullet, or both, and must be filled in before you can
save a record or item.

Your RightNow administrator has enabled all products—
RightNow Service, RightNow Marketing, RightNow Feed-
back, and RightNow Sales.
Introduction 17
Introduction
to RightNow
Icons used
Thumbing through RightNow Made Easy, you will notice that cer-
tain information is flagged with an icon. This is our way of telling
you to take a second look.
Table 1: Icons in your how-to-guide
This icon...Means...

Proceed with caution. Make sure you
understand the consequences of what-
ever it is you’re about to do (otherwise,
you’ll wish you had). We always put this
icon before the step so you won’t be sur-
prised by the result.
L
Read carefully. We flag information as
important when we want to tell you
about a result you may not be aware of or
an action you need to take (like what may
need to be enabled or set up before per-
forming a procedure). Information can
also be tagged as important when we
want you to know about functionality
that isn’t obvious.
Post-it notes pop up whenever we have a
tip about the quickest way to do some-
thing (like a shortcut or best practice), or
to remind you of a detail that might have
slipped your mind.
Chapter 1
18 RightNow Made Easy
For more information
RightNow Made Easy complements the array of RightNow manuals
and other published documents we make available to our custom-
ers. If you are already familiar with our published documentation,
you know that each manual contains thorough descriptions of
RightNow functionality and all elements on the interface, plus
detailed procedures for using our products.
Use our published
manuals to look up
field descriptions
and other details
about specific areas of each
product.
Conversely, in this how-to guide, we’ve eliminated a lot of the
detailed descriptions and reference information and give you just
the basic steps for performing daily tasks. We encourage you to use
our published documentation as a supplement to the information
here.
What’s next
Now that you know the scope of this how-to guide, you’re ready to
experience the power of RightNow. Go to the next chapter for the
procedure to download RightNow and log in and a description of
the console where you will spend most of your time.
19
Introduction
to RightNow
RightNow Up Close
Whether you work in service, marketing, or sales, you need to
quickly respond to your customers with the right information at the
right time. Although the concept sounds simple, no one knows bet-
ter than you how difficult it can sometimes be.
With RightNow’s “knowledge at the point of action” solution, you
will always have the information you need when you need it, and
your customers will have a superior experience each time they
interact with you.
Knowledge at the point of action
The key to a consistently excellent customer experience is knowl-
edge—knowledge for the customer and knowledge for you, the
front-line employee. The point of action can be a phone call, an
email, or a visit to your web site.
Look at a typical service issue at two organizations. The first organi-
zation doesn’t use “knowledge at the point of action.” The second
one does. You decide which organization you’d rather work for.
A customer calls the service department, impatient for a response
after sending an email earlier in the day. Because the service rep
has no idea that the customer already sent an email, the customer
Chapter 2
20 RightNow Made Easy
has to explain the issue all over again. This results in frustration for
the customer and leaves the impression that the organization, and
the service rep, don’t know what they’re doing.
For the organization that employs knowledge at the point of action,
the result is much different. The service rep not only sees the ear-
lier mail and explains the organization’s email response times, but
is able to answer the customer’s question. The customer comes
away thinking that the entire organization is competent and cares
about the service it provides.
As a front-line employee who deals with customers dozens of times
each day, your job is about to get a lot easier. You’ll be aware of
every interaction customers have had with your organization: from
the mailings they’ve received to the products they’ve purchased to
their complete service history. You’ll have all the information you
need when it counts—right now.
RightNow’s solutions
Using RightNow’s customer service, sales, marketing, and feedback
solutions, you’ll make more informed decisions and increase sell-
ing opportunities and marketing campaign effectiveness, while pro-
viding seamless customer support. See for yourself how RightNow
can help you deliver a superior customer experience every time.
RightNow Service
Our industry-leading customer service and support solution deliv-
ers high-value, consistent customer experiences across multiple
customer service channels. RightNow Service puts knowledge at
the fingertips of customer service agents to quickly and consis-
tently help customers and enables your customers to help them-
selves with powerful and intuitive web and voice self-service
capabilities.
RightNow Up Close 21
Introduction
to RightNow
RightNow Sales
RightNow’s sales automation solution enables sales teams to capi-
talize on every opportunity to maximize sales performance and pro-
vide a superior customer or prospect experience. RightNow Sales
provides comprehensive tools to quickly and effectively manage
opportunities, contacts, leads, and tasks; optimize analysis of
opportunities and deal pipelines; analyze and track performance of
individuals and teams; and automate quote generation.
RightNow Marketing
Our email and campaign marketing solution ensures high-value
customer experiences across your marketing touch points. Using
multi-stage marketing campaigns, you can quickly target and
deliver the right information and product offers to the right recipi-
ents at the right moment. By providing your customers and pros-
pects with what they need when they need it, you not only create a
great experience, you also optimize the effectiveness and cost-effi-
ciency of your marketing programs.
RightNow Feedback
Our customer survey tool makes it easy for you to gather informa-
tion about your customers’ experiences. The resulting information
will help your organization improve customer experiences and
increase customer loyalty. Surveys can target diverse internal and
external audiences for broad purposes such as improving business
processes, ensuring quality compliance, improving customer satis-
faction, and more.
Chapter 2
22 RightNow Made Easy
What’s ahead
The purpose of this chapter is to get you started in RightNow and
help you become familiar with the powerful yet easy-to-use soft-
ware that you’ll work with everyday. In this chapter, we’ll show you
how to:

Download RightNow and log in.

Move around the RightNow Console and explore options
as you access the reports, records, and files you need.

Customize the console and change the way information is
displayed.

Change settings specific to your staff account and change
your password in RightNow.

Check your notifications for assignments and system
errors.

Work with RightNow explorers.
RightNow Up Close 23
Introduction
to RightNow
Downloading RightNow and logging in
Once you have a staff account, you’re ready to get to work. Just type
the URL to your site and RightNow does all the rest. Follow these
steps to download RightNow and log in.
You need your
login name and
password for this
procedure. Check
with your supervisor or
RightNow administrator if you
don’t have this information.
1
Open your web browser and type one of the following
URLs. Then press Enter.
Hosted:
http://<your_interface>.custhelp.com/cgi-bin/
<your_interface>.cfg/php/admin/launch.php
Linux (non-hosted):
http://<your_domain>/cgi-bin/
<your_interface>.cfg/php/admin/launch.php
Windows (non-hosted):
http://<your_domain>/scripts/
<your_interface>.cfg/php.exe/admin/launch.php
RightNow will download to your workstation. It takes a few
moments.
Figure 1
Chapter 2
24 RightNow Made Easy
2
Type your login name in the Username field and your pass-
word in the Password field.
Your login and password are case sensitive.
3
Select your site from the Site drop-down menu.
This drop-down menu contains the URL you entered in step
1. You might also see other URLs for any additional inter-
faces configured for your application.
4
Click Login.
Once RightNow updates and loads all necessary support files, the
RightNow Console opens.
The next time you want to log in, click Start>Programs>RightNow
Technologies>RightNow to access RightNow.
RightNow Up Close 25
Introduction
to RightNow
Working on the RightNow Console
The RightNow Console was designed to save you time and elimi-
nate the frustration that comes with learning new software. Every-
thing you need is on this console: records (answers, contacts,
incidents, opportunities, organizations, and tasks), components
(like campaigns, surveys, mailings, and notifications), Quick
Search, and Microsoft Outlook.
L
Each record type and component has its own navigation
button and associated navigation list. Based on the work
you do and the information you need, you have access to
certain buttons through the navigation set assigned to
your profile.
Follow along between the interface and text as we describe the
main elements on the RightNow Console, starting at the top of the
console with the menu.
Menu
Here’s the rule of
thumb in
RightNow: If you
don’t have permis-
sion to do something, the op-
tion on the interface will either
not appear or it will be dis-
abled.
Across the top left of the console is a menu where you can select
options to add records and items, move to other areas in RightNow,
change display options on the console, and change your prefer-
ences. Click an item and select from the list of options.
Table 2: Menu items and options
Item Options description
New
Add records, like answers and incidents,
and create items, such as custom reports,
mailings, surveys, campaigns, content
library elements, and audiences.
View
When you want to customize the naviga-
tion or content pane or turn off the status
bar, click this item. (We describe some of
these options later in this chapter.)
Chapter 2
26 RightNow Made Easy
Navigation pane
Moving down the console on the left is the navigation pane. This is
where you select reports and items from a navigation list and
change lists. The sample we show here is an Incidents navigation
Go
This menu item lets you access other
areas in RightNow, like the end-user
interface in RightNow Service, other
interfaces in your application, and any of
your navigation lists.
Preferences
You’ll use options from this item to
change your password, certain settings in
your staff account, and certain options on
the navigation pane. We show you how
on page 33.
Admin
This item will take you to the
Administration Console after you select
an administration option (Common,
Service, Marketing, or Sales).
Customer Community
Click this item to access tools, resources,
and forums for RightNow customers.
Offline
This menu item contains options for
working in RightNow Sales when you
don’t have a connection to the Internet.
Help
Our general help options include help
contents, help index, tutorials, and
online documentation.
Note: RightNow contains context-sensi-
tive help from the toolbar as you work
with reports, records, editors, and explor-
ers.
Table 2: Menu items and options (Continued)
Item Options description
RightNow Up Close 27
Introduction
to RightNow
list. Other sections that display include Recent Items, the Quick
Search menu, and Outlook Items. The navigation buttons display
on the bottom of the pane.
Figure 2
When you log in,
the navigation list
that displays will be
the same naviga-
tion list that was displayed
when you logged out.
What you see on the navigation pane depends on a number of
things, among them: the navigation button you click, what permis-
sions you have been assigned, and how your system is configured.
Generally speaking, the navigation pane contains the following ele-
ments.
At the top—The navigation list appears at the top, no matter which
button you click. It contains the reports and items added to this
navigation button by your RightNow administrator.
In the middle—In the middle are other sections like Recent Items, a
Quick Search menu, and Outlook Items (if your profile allows).
These sections may change when you click another navigation but-
ton.
Chapter 2
28 RightNow Made Easy
On the bottom—All of the navigation buttons defined in your navi-
gation set appear on the bottom of the navigation pane. Click a but-
ton to change to another navigation list.
L
For the most part, the navigation pane drives what you
can do on this console. For instance, if you need to work
on an answers report, click the Answers button on the bot-
tom to display all the reports and items that your
RightNow administrator added to this button.
How to use the navigation pane
All of your work begins at the navigation list. Just double-click the
item you want to edit or right-click an item to take other actions.
And if you see “Customize List” at the end of a navigation list, that
means you can add or remove items from any of your lists. (In your
profile, there’s a check box that your administrator must select so
you can customize your navigation lists.)
Briefly, here’s what you can do on the navigation pane.

Click a navigation button to change the list that displays.

Double-click an item in a list to open it on the content
pane.

Right-click an item and select from another option.
Depending on the item you right-click and what permissions
you have, you can open the item on the content pane, open
a report for editing, remove the item from the navigation list,
or set the item as the default for the list (more about default
items later).

Customize your navigation lists.
RightNow Up Close 29
Introduction
to RightNow
Reordering items in a navigation list
Using drag-and-drop operations, you can rearrange items in your
lists and move items from one place to another. You can also move
a folder and everything in it, or move items to different folders.
Another way to rearrange items in a navigation list is by customiz-
ing the list. We show you how in the next procedure.
Customizing a navigation list
Once you begin working with the navigation buttons and lists
assigned to your profile, you’ll be able to evaluate whether your
lists contain the reports and items you need. If they don’t, you can
change your navigation lists to reflect the work you do and the
information you need.
Remember that
“Customize List”
must appear on the
navigation pane to
perform this procedure. If you
don’t see it, skip this section
and go to page 31 for a de-
scription of the content pane.
Follow these steps to make changes to a navigation list. (We assume
that the navigation pane displays the list you want to make changes
to.)
1
Click Customize list.
A window opens with the items in the navigation list on the
left and all the reports and components you have access to
on the right.
Figure 3
Chapter 2
30 RightNow Made Easy
2
Expand a folder on the right and select the report or com-
ponent you want to add.
3
Drag the item to your navigation list and drop it in the list
where you want it to display.
You can rearrange items in your list using drag-and-drop.
You can also right-click an item to remove it or right-click a
folder to add a folder.
4
Click OK.
Changing navigation buttons size
RightNow lets you choose how to display your navigation buttons.
You can display them as icons or as large buttons containing the
button name. Displaying the icons saves space on the navigation
pane, but the large buttons make them easier to identify.
To remove the large buttons and display icons, just point to the
slider bar and drag the bar down when the pointer becomes a dou-
ble-headed arrow. Drag the slider bar up to display the large buttons
again.
Figure 4
You can also change button size, one button at a time, by clicking
the down arrow on the bottom of the navigation pane. Plus, you can
remove a button from the navigation pane if, for example, you
rarely use it. Click this arrow to become familiar with your custom-
ization options.
RightNow Up Close 31
Introduction
to RightNow
Collapsing or turning off the navigation pane
There may be times when you want to expand the size of the con-
tent pane or just want to hide the navigation pane. You can do this
from the menu by clicking View and selecting Navigation
Pane>Collapse, or by clicking the arrow at the top of the naviga-
tion pane. When you collapse the navigation pane, the navigation
buttons run down the side of the console.
If you want to turn off the navigation pane so even the buttons don’t
display, click View and select Navigation Pane>Off. (Then you
must click Go on the menu to access another navigation list.) When
you want to display the navigation pane again, click View and
select Navigation Pane>Off.
Content pane
Now that you have some idea of what goes on with the navigation
pane, let’s move to the other side of the console, the content pane.
This is where you’ll work with the item (a report, dashboard,
record, explorer, or your notifications) you open from the naviga-
tion pane.
Other chapters in this guide provide the actual “how to” for adding
and editing specific reports, records, and other items. This section
just shows you some basic functionality.
Here’s what the content pane looks like after opening an incidents
report. Double-click a report in the navigation list or right-click the
report and select Open.
Chapter 2
32 RightNow Made Easy
You can also open
items in your Re-
cent Items section,
which lists the last
10 items you’ve worked on.
Figure 5
The report opens in full window display. Notice the Incidents tab
on the bottom. It’s called a “content pane tab,” and there will be a
tab for each report, record, or other item that you currently have
open. Click a tab to return to that item, or right-click a tab and
select from Open in New Window, Close, Close All But This, and
Close All.
Changing the content pane display
You may never want to change the way the content pane displays
information. If, however, you want other options, you’ve got them.
Click View and select Content Pane.

Split Window—Displays items in a split window. Explor-
ers always open on the top half of the window. All other
items open on the bottom. Drag the split window divider in
the middle of the content pane up or down to display more
of one item or another.

Display Content Editors in Popup Windows—Pops the
content pane in a new window. In this mode, when you
add a record or open one to edit, the record opens in a sep-
arate window.
RightNow Up Close 33
Introduction
to RightNow

Display Content Editors in Scrolling Mode—Displays a
record’s tabs in scrolling mode. You can scroll through all
of the record’s fields rather than clicking tabs to access
field information. Go to the next chapter to see how infor-
mation is displayed in a record.

Display Content in Tabs—By default, tabs on the bottom of
the content pane display all of the reports and items you
currently have open. Clear this option to remove the con-
tent pane tabs from the bottom of the content pane.

Tab Alignment—Select this option to change where the
content pane tabs appear. The default is bottom, but you
can change to top, right, or left alignment.
Additional customization is available for the navigation and con-
tent pane, the interface, and settings in your staff account. Access
these options from the Preferences item on the menu. Procedures
follow in the next section.
Changing preferences
As you become familiar with the RightNow Console, you will likely
want to change certain settings to streamline actions and customize
interface defaults. For instance, you can change the color of the
interface, change the double-click action required to open items,
specify what displays on the content pane when you log in, and
change certain settings in your staff account.
Changing personal settings
This option lets you change the default country and currency that
appear when you add certain records, the time zone you’re working
in, and how you receive notifications. You can also reset your local
settings, those client-side customizations you have made to the
interface.
Chapter 2
34 RightNow Made Easy
Follow these steps to change your personal settings.
1
Click Preferences and select Personal Settings.
Certain personal settings apply to your staff account, includ-
ing default country, time zone, default currency, and email
notification. Changes you make here will override what has
been defined for those settings in your staff account.
2
To make a change, click a drop-down menu and select an
option or select a check box.
3
To reset your local settings, click Reset Local Settings.
Local settings include those changes you have made to the
content pane and the navigation pane display, interface
color, and certain changes you have made to report defaults,
like column width and sort order.
4
To turn off the desktop alert for notifications, clear the Dis-
play Toast Notifications check box. Notifications are
explained on page 37.
This setting does not apply to your staff account, nor is it a
local setting.
5
Save your personal settings.
Changing navigation pane options
Once you become familiar with RightNow, you may want to change
certain behaviors on the console, like what report or item opens
when you log in. You can also change the order of the navigation
buttons on the navigation pane and specify the buttons and sec-
tions you want to display.
L
Any customizations you make from this option, except for
resetting your navigation set, will be removed if you click
Reset Local Settings on the Personal Settings window.
RightNow Up Close 35
Introduction
to RightNow
Follow these steps to remove navigation buttons from the naviga-
tion pane, change the order that buttons appear, and change the
additional sections that display with each button.
1
Click Preferences and select Navigation Pane Options.
The Navigation Pane Options window opens.
You can also ac-
cess this window by
clicking the arrow
on the bottom of
the navigation pane and se-
lecting Navigation Pane Op-
tions.
Figure 6
The top part of the window lists all the navigation buttons in
your navigation set and their order. Below this list are the
additional sections that display on the navigation pane for
the highlighted navigation button.
2
To remove a button from the navigation pane, clear the
check box next to the button.
This action doesn’t remove the button from your navigation
set. It just hides it. You can also move a button up or down
in the list by highlighting the button and clicking Move Up
or Move Down.
3
To remove a section from the navigation pane for a certain
button, highlight the button and clear the check box for the
section.
Chapter 2
36 RightNow Made Easy
4
To reset the order of the buttons that appear on the naviga-
tion pane to the order defined in your navigation set, click
Reset Order to Navigation Set Default.
5
To remove all customizations you have made to your navi-
gation lists and reset to your profile’s default navigation
set, click Reset Navigation Set to Profile Default.
This button will not appear if you don’t have permission to
customize your navigation set.
The bottom half of the window contains user preferences, which let
you specify how you open items on the content pane, how many
items will show in the Recent Items list, and what opens on the
content pane when you log in. Follow these steps to change your
user preferences.
1
To open items with a single click rather than the default
double-click, clear this check box.
2
To increase the number of items to show in the Recent
Items list, type a number greater than 10 or click the up
arrow.
The minimum is 10 items.
3
To specify what displays on the content pane when you log
in, select from the following options:

Select the Nothing radio button if you want the last
selected item in the navigation list to be selected but
not opened.

Clear the Default Navigation Item for Current Page
radio button if you do not want the default item for
the navigation list to automatically open on the con-
tent pane.
If there is no default item for the navigation list, nothing will
open. You can specify an item as the default for a navigation
list by right-clicking it and selecting Set as Default.
RightNow Up Close 37
Introduction
to RightNow

Select the Last Navigation Item Opened in Previous
Session radio button to open the item that was open
when you logged out, even if it is not in the naviga-
tion list that displays.
4
Click OK.
Changing your password
If you need a password to log in to RightNow, then you’ll likely
need to change it based on your organization’s policies. Follow
these steps to change your password.
1
Click Preferences and select Change Password.
Read the password requirements before making your
change.
2
Fill in all three fields.
Don’t forget that your password is case sensitive.
3
Save your new password.
L
If you enter an invalid password, a message displays the
number of errors in your password, and the requirements
that were not complied with are highlighted.
Checking your notifications
RightNow notifies you when certain events happen in the system.
For instance, when a new incident or answer is assigned to you or
one of your incident or answer’s status changes, RightNow will
send you a message. The same goes for opportunities. And when
the status of a mailing or campaign you’re assigned to changes,
you’ll be notified. You will also receive broadcast notifications from
other staff members.
Chapter 2
38 RightNow Made Easy
You receive notifications in a couple of ways. The first way is
through a desktop alert, called “toast,” when you log in to
RightNow. Toast displays in a window on the lower right section of
the display and lasts for several seconds. Desktop alerts require no
action on your part.
The other way you receive and also check your notifications is from
the Notifications component. It has been added to one of your navi-
gation lists by your RightNow administrator, and you open it just
like any other item. Talk with your supervisor if you’re not sure
which navigation list contains Notifications.
Double-click Notifications to display your list on the content pane.
Figure 7
Each notification lists the sender’s name, notification type and
summary, and the date and time it was sent. The toolbar at the top
contains buttons for sending a message if you have permission,
deleting your notifications one at a time or all at once, and refresh-
ing your list of notifications.
RightNow Up Close 39
Introduction
to RightNow
L
A desktop alert will display if new notifications are avail-
able after you manually refresh the list. If you’re sent a
notification while logged in, the desktop alert appears
when the Notifications list is automatically refreshed by
the system. (The default refresh interval is fifteen minutes,
but your administrator may have changed the interval.)
Chapter 2
40 RightNow Made Easy
Working with explorers
If part of your day is spent working with standard and custom
reports or mailings, campaigns, or surveys, then you’ll use explor-
ers to access these components. RightNow explorers look and act a
lot like Windows Explorer—data is displayed on the content pane
in hierarchical folders. With RightNow explorers, you can see more
information than you otherwise would and quickly find the infor-
mation you need.
Analytics, Cam-
paigns, Mailings,
Surveys, Content
Library elements,
and Audiences display in ex-
plorers. Check the table of
contents for the chapter deal-
ing with a specific component.
Take some time to review the main elements and basic functional-
ity of explorers in RightNow. We use the Reports explorer in our
example, but most functionality applies to all explorers. Just be
aware that your options may differ slightly between explorers.
Follow these steps to open the Reports explorer.
1
Click the Analytics button on the navigation pane.
RightNow Up Close 41
Introduction
to RightNow
2
Double-click the Reports explorer.
By default, you have to double-click any item to open it. But
you can change the default to a single click from Prefer-
ences>Navigation Pane Options. (RightNow set this default
so you don’t accidentally open a large report that may take a
long time to load.)
Figure 8
Changing display states
Explorers display in one of three states: Folders On, Folders Off, and
Search On. The display state determines how much information
displays on the explorer and what functionality is available.

Folders On—In the default state, explorers display a fold-
ers tree on the left and a detailed list of the selected folder’s
contents on the right. The columns that display in the list
depend entirely on the explorer.
Chapter 2
42 RightNow Made Easy

Folders Off—When you turn off folders, the tree is hidden
and the content pane displays only the detailed list of the
selected folder’s contents. The tree is always present even
when it’s not visible.
Click Folders to turn off folders. This button acts as a toggle.
(You can also click X on the top right of the folders tree.)

Search On—In this display state, a find menu appears on
the left side of the content pane, hiding the folders tree.
Click Find to change to Search On. This button also acts as
a toggle; click it again to turn off search (or click X on the top
right of the find menu).
You can search any of the available columns in the list by selecting
a column from the drop-down menu. Three datatypes are sup-
ported in an explorer search: strings (words), dates, and integers
(numbers). The datatype of the column you select determines the
available search criteria.
Working in the tree and list
The actions you can take from an explorer’s tree and list depend on
the explorer and permissions in your profile. The next few pages
list the actions you can take from each.
Table 3: Actions from the tree
To...Then...
Change the list
Select a folder to change the list of sub-
folders and items that display.
Expand or collapse
folders
Right-click a folder to expand or collapse
all folders in the tree. Or click the plus or
minus sign next to a folder to expand or
collapse that folder.
Add a folder
Right-click a folder and select New
Folder.
RightNow Up Close 43
Introduction
to RightNow
With a folder selected in the tree, move your mouse to a sub-folder
or item in the list.
Delete a folder
Caution! Deleting a folder deletes every-
thing in the folder and cannot be
reversed.
Right-click a folder and select Delete.
This option is not available when you
right-click a root folder.
Rename a folder
Right-click a folder and select Rename.
This option is not available when you
right-click a root folder.
Reorganize folders
Drag-and-drop a folder and its contents
into another folder and move items from
one folder to another.
Note: Folders cannot contain more than
12 levels.
Table 4: Actions from the list
To...Then...
Open a sub-folder
Right-click a sub-folder and select Open.
The folder will be selected in the tree and
its contents will display in the list. Dou-
ble-clicking a folder also opens it.
Edit an item
Right-click an item and select Edit. You
can also double-click the item to open it
for editing.
Note: In the Reports explorer, double-
clicking will run the report.
Copy an item
Right-click an item and select Copy.
Table 3: Actions from the tree (Continued)
To...Then...
Chapter 2
44 RightNow Made Easy
Taking actions from the toolbar
The toolbar gives you another way to take
actions on sub-folders
and items in the list. Here’s a closeup of the explorer toolbar.
Figure 9
Delete a sub-folder or
item
Caution! Deleting a sub-folder deletes
everything in the folder and cannot be
reversed.
Right-click a sub-folder or item and select
Delete. You can also select a sub-folder or
item and press Delete.
Rename a sub-folder
or item
Right-click a sub-folder or item and select
Rename.
Reorganize folders
and items
Drag-and-drop a folder and its contents
into another folder and move items from
one folder to another using drag-and-
drop. You can also drag folders or items
in the list and drop them onto a folder in
the tree.
Note: You cannot drag from the tree to
the list.
Resize and re-sort
columns
Drag the left column boundaries to resize
columns. Click a column header to re-
sort the data in ascending or descending
order.
Table 4: Actions from the list (Continued)
To...Then...
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Introduction
to RightNow
Most buttons are self-explanatory, but all are listed here for your
reference.
Table 5: Toolbar buttons
Click this button...To...
Create a dashboard.
Note: This button appears only on the
Reports explorer toolbar. Other explorers
contain a New button.
Create a custom report.
Note: This button appears only on the
Reports explorer toolbar. Other explorers
contain a New button.
Edit the selected item. You can also right-
click the item and select Edit or double-
click the item.
Copy the selected item. You can also
right-click the item and select Copy.
Delete the selected item or folder. You
can also right-click the item or folder and
select Delete.
Open the selected item. You can also
right-click the item and select Open.
Note: This button appears only on the
Reports explorer toolbar.
Access help for the current task or win-
dow.
Return to the last folder you accessed.
The list on the right populates with the
folder’s contents, just as if you had manu-
ally selected a folder in the tree.
Move forward in the history of recently
accessed folders and items. The forward
list is populated as soon as you click
Back.
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46 RightNow Made Easy
Changing folders from the address
bar
The address bar in RightNow explorers acts the same as Windows
Explorer. You can change folders and focus in the tree by typing a
path or partial path. As you work in the tree, the address bar is
updated with the path of the selected folder whenever you change
folders. Clicking
Back or Forward
will also update the path in the
address bar.
Access the parent of the selected folder.
When the selected folder has no parent
(that is, it is a root folder), this button is
disabled.
Change the explorer state to Search On.
Toggle between showing the tree and hid-
ing it.
Change the way the sub-folders and
items display in the list. Options include
Tiles, Icons, List, and Details. The default
is Details (sub-folders and items are dis-
played in column format).
Select which database columns you want
to display. The columns that are dis-
played have a check next to them. This
button is available only when the Details
view is active (see the previous button
description).
Note: Because the Name column can
never be hidden, it does not appear in the
list.
Refresh the tree and list.
Table 5: Toolbar buttons (Continued)
Click this button...To...
RightNow Up Close 47
Introduction
to RightNow
You can type a few characters in the address bar and the system
will present you with possible path completions. Use the mouse or
arrow key to select the path you want, and then press Enter or click
Go to change folders.
Where to next
We recommend that you look at the next chapter, Chapter 3, “Work-
ing with Records,” for information about individual records, lists of
records, and reports in RightNow.
This chapter explains some basic functionality and contains
instructions for searching for records and performing actions that
are common to all records and components. What you’ll learn in
this chapter will be well worth your time.
Chapter 2
48 RightNow Made Easy

RightNow
Solution
Optimizing service,
marketing, and sales
interactions
50 RightNow Made Easy
51
Solution
Working with Records
Whether your job is to update your company’s knowledge base,
respond to customers’ questions, send quotes to prospective cus-
tomers, or enter customer information, RightNow provides tools to
help you work faster and smarter.
Records—that is, answers, contacts, incidents, opportunities, orga-
nizations, and tasks—make up the backbone of RightNow, where
all customer information is stored in a single database accessible to
every staff member.
To make your work simpler, the RightNow Console helps you find
records quickly, displays all records in a consistent format, and
offers the same basic operations for each type of record.
In this chapter, we’ll show you how to:

Search for records

Open and work with records

Create and use work groups

Navigate Outlook and add appointments from RightNow
Chapter 3
52 RightNow Made Easy
Searching for records
When you work with records, you either add new records or edit
existing ones. Before you can edit an existing record, you must first
find and open it.
Searching from reports
The navigation pane displays the list of reports available for the
selected navigation button. For instance, clicking the Incidents nav-
igation button displays the incidents navigation list, which con-
tains incidents reports. The available reports depend on the
navigation list defined by your RightNow administrator and your
profile’s permission to customize the navigation list.
A report displays a list of records as well as specific field informa-
tion for each of the records. You open a report by double-clicking it