An Overview of Options For RightNow Developers - Customization, Extension, Integration PDF

An Overview of Options
for RightNow Developers:

Customization, Extension, Integration
Oracle RightNow Cloud Service May 2013
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Oracle RightNow CX Cloud Service
Cloud-based Customer Relationship Management (CRM)

• CX = Customer Experience
• Empowers enterprises to engage directly with their customers
– Social
— Facebook, Twitter, other
– Web
— Enterprise web site
– Contact Center
— Agent-assisted
1- 3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Hosted service (database plus code) in the cloud

• SaaS subscription model KB
RightNow Site
• A knowledgebase (KB) with at least one interface
– Multiple interfaces
— Different products, customer bases, etc.
— Interface name is web site URL

Hosted service (database plus code) in the cloud

• SaaS subscription model KB
RightNow Site
• A knowledgebase (KB) with at least one interface
– Multiple interfaces
— Different products, customer bases, etc.
— Interface name is web site URL
• RightNow Interface
– Windows app (Agent Desktop / AD)
— used by enterprise staff to interact with a
RightNow site
– Web site (Customer Portal / CP)
— used by enterprise customers to interact with a
RightNow site

RightNow CX As Delivered
Out of the Box
• Generic Customer Portal web site

Out of the Box
• Empty KnowledgeBase
– No Answers (FAQs)
– No Contacts, Organizations, Incidents, etc.
– Standard schema

Out of the Box
• Unconfigured Agent Desktop

Out of the Box
• Unconfigured Agent Desktop
• Standalone app
– No connections to other apps, storage, hardware, or
systems

Typical RNT Customizations
Customize Customer Configure/extend Integrate RNT with

Portal pages to KB/AD/CP for other customer
match customer web customer's business systems
site model
1 - 10 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Customizing RNT – Job Roles
RightNow System Administrators
• Trained to configure and customize Agent Desktop in ways
that do not require programming skills
– Create/manage staff access and privileges
– Create/customize/run reports
– Use provided tools to set up workspace functionality
– Set up/activate workflows and business rules
– much more

RightNow System Administrators
• Trained to configure and customize Agent Desktop in ways
that do not require programming skills
– Set up initial set of KB Answers
– Create/manage staff access and privileges
– Create/customize/run reports
– Use provided tools to set up workspace functionality
– Set up/activate workflows and business rules
– much more
• Performed via
– Configuration section of the Agent Desktop
– Admin page of Customer Portal

Developers
• Employees of
– Oracle
– Partners
– Customers

Developers
• Employees of
– Oracle
– Partners
– Customers
with programming skills, whose job responsibilities include
– customizing
— a new installation of Oracle RightNow (RNT)
— a version upgrade of RNT
— an existing RNT site

Developers
• Employees of
– Oracle
– Partners
– Customers
with programming skills, whose job responsibilities include
– customizing
— a new installation of Oracle RightNow (RNT)
— a version upgrade of RNT
— an existing RNT site
– writing new apps that use RNT data
— Desktop
— Web
— Mobile

NOT
• Internal RNT developers who write native code that runs the
RightNow product itself

Customizing RNT

site model
• Look-and-feel
• Logo, color scheme
• Standardized page
elements (sidebars,
footers, etc.)
• Terminology

Matching CP to a Customer Site
Change
• Theme
– Colors, logo, etc.
– Not contents

Change
• Template
– Placement of "standard" items on page
— Sidebar
— Tabs
— Header
— Footer

Change/add
• Widgets
– Functional component individual units
— Announcements
— Search box
— Calendar
— Poll

Change
• Message Bases
– To use company-preferred terminology
– Changed via the AD

Skills Needed for CP Look-and-Feel Customization
CP site customizations can be made by

• RNT administrators or developers
– No programming skills required
– Some changes require HTML/CSS skills

Customizing RNT

site model
• Look-and-feel
• Logo, color scheme
• Standardized page
elements (sidebars,
footers, etc.)
• Terminology

Customizing RNT

site model
• Look-and-feel • Extend Knowledgebase
• Logo, color scheme • New fields, objects
• Standardized page • Configure/extend AD
elements (sidebars, and CP
footers, etc.) • Settings
• Terminology • New functionality

Extend Knowledgebase (KB)
Custom Fields
• New data item to be stored with existing object type
– Frequent flyer miles field added to Contact
– Credit score field added to Contact

Custom Fields
• New data item to be stored with existing object type
– Frequent flyer miles field added to Contact
– Credit score field added to Contact
Custom Objects
• Whole new object type
– Warranty
– Training Class
– Mortgage

To protect database
• Custom fields and custom objects can be created only by
using tools in the Agent Desktop like the Object Designer:

Skills Needed for KB Customization
Modifications to the KB can be made by

— Must use Object Designer
– Changes must be made in consultation with others
— Decisions must be made jointly regarding
— Naming
— Data types and sizes
— Relationships between new/old objects
— Indexing
— Other possible issues
— Stakeholders
— Admins, developers, architects, analysts (system and business),,
possibly others

Customize the Agent Desktop (AD)
Configuration:
• Set up profiles and and individual staff accounts
• Set up workspaces, menus
• Establish workflows
• Build business rules
• Define queues
• Much more

Customize the Agent Desktop (AD)
For new custom objects

Extend Agent Desktop (AD)
New functionality such as

• Built-in freight calculator
• Display up-sell items (warranties, upgrades, etc.)

Visual Studio Add-Ins

• Templates

Add-ins can extend

• Ribbon
• Navigation pane
• Menu bar
• Application menu
• More

Custom Processes
• Execute custom code based on pre-defined triggers
– Create / update / delete
– Contact / Answer /Incident / Opportunity / Organization
• Examples:
– Write to external DB when an Incident is solved
– Set properties automatically when new Contact is created
– Escalate Incidents based on keywords

Skills Needed for AD Customizations
Configurations
Extensions
• Developers only
– Add-Ins
— Require C# / Visual Studio programming skills
– Custom Processes
— Require PHP scripting skills

Extend Customer Portal (CP)
Modify / create widgets with new functionality

Modify / create widgets with new functionality

Hooks
• Trigger actions at certain points as the framework runs during
the CP lifecycle
– After login/out
– After Contact creation
– Before submitting feedback
– Before requesting report
– Others
• Examples
– Send an email when new Contact is created
– Have a user verify before retrieving a report

Skills Needed for CP Functional Customizations
Modifications to CP can be made by

• Developers only
– Requires PHP programming

Customizing RNT

site model
• Look-and-feel • Extend Knowledgebase
• Logo, color scheme • New fields, objects
• Standardized page • Configure/extend AD
elements (sidebars, and CP
footers, etc.) • Settings
• Terminology • New functionality

Customizing RNT

site model
• Look-and-feel • Extend Knowledgebase • Sync/consolidate data
• Logo, color scheme • New fields, objects • Import/export data to
• Standardized page • Configure/extend AD external data storage
elements (sidebars, and CP systems
footers, etc.) • Settings • Provide data to external
• Terminology • New functionality pages/apps
• Telephony integration
• Chat Integration
• Pass Through
Authentication

Integration Needs
Export data from RNT

• Example
– Information on Contacts who register on Customer Portal
must be added to enterprise-wide global database

Integration Needs

• Example
Import records into RNT knowledgebase
• Example
– Users who are already in the customer's global database
can be added to RNT KB so they are registered users of
the Customer Portal

Integration Needs

• Example
Import records into RNT knowledgebase
• Example
– Users who are already in the customer's global database
can be added to RNT KB so they are registered users of
the Customer Portal
Provide data to external systems / applications
• Example
– Marketing app needs access to Contact names/addresses
– Web page needs access to warranty information

Integration Risks
Access to server – knowledgebase and code base – may cause

• Accidental violations of database integrity
• Accidental or deliberate security breaches
• Multiple tenancy service issues
– Knowledgebases for multiple RNT customers are co-
located on the same server

Integration Risks
Access to server – knowledgebase and code base – may cause

• Accidental violations of database integrity
• Accidental or deliberate security breaches
• Multiple tenancy service issues
– Knowledgebases for multiple RNT customers are co-
located on the same server
Mitigation
• No direct external code access to knowledgebase or code
• Indirect access via proprietary RNT tools providing
– Validation
– Control

RNT Data Access Tools
RightNow Connect – a set of developer tools

• Object Model:
– Connect Common Object Model (CCOM)
• Application Programming Interfaces (APIs)
– Connect Web Services for SOAP (CWSS) API
– Connect for PHP
– Connect Knowledge Foundation API (KF API)

Connect Common Object Model (CCOM)
Logical representation of storage schema

• Primary Objects – independent Create/Read/Update/Delete
Contact
Incident
1 1..* ID 0..*
1
CreatedTime
Title Organization
Name (PersonName)
Organization
Emails (Email)
...

Logical representation of storage schema

• Sub-Objects – CRUD via parent object
Contact
Incident
1 1..* ID 0..*
1
CreatedTime
Title Organization
Name (PersonName)
Organization
Emails (Email)
PersonName ... 0..1
1 0..1 1..3
First
Last Email
Type
Address

Actual schema is
• Huge and awkward
• Subject to change

CCOM
• Easier to conceptualize and use
• Shields user from schema changes
CCOM
Query

CCOM
• Easier to conceptualize and use
• Shields user from schema changes
• Standard throughout Connect toolset
– All APIs use same logical model
– Syntax varies by language
— Contact.Name.First
— Contact->Name->First

CCOM Special Data Types
List
• Wrapper for list of sub-objects
– EmailList
– PhoneList Contact
– AnswerLinkList ID
– NoteList CreatedTime
– ThreadList Title
Name (PersonName)
• Like typed array Organization
Email
Emails (EmailList)
Type
Email
...
Email
Address
Type
Address
Type
Address

CCOM Special Data Types
NamedID
• A compound type
– ID with associated name
— ID is a sub-object
— id – long, assigned by server on create

— Name is a string
– Similar to a lookup table Email
• Examples in CX: Type (NamedID)
– StateOrProvince Address (string)
– Country
ID Name
– Email AddressType
0 Email – Primary
– Language
1 Alternate Email 1
– Incident Queue
2 Alternate Email 2
– many others

CCOM Documentation

Connect APIs
Application Programming Interfaces

• Connect Web Service for SOAP (CWSS) API
• Connect for PHP
• Connect Knowledge Foundation API (KF API)
• Connect Desktop Integration (JavaScript API)

API (Application Programming Interface)
• Allows access to data

• Protects data
• Protects apps

Connect Web Services for SOAP (CWSS)
• Purpose
– Access KB from application code
— To integrate data storage systems
— To provide data to AD Add-Ins
— To provide data to stand-alone applications
• Data types
– Any -- Contact, Incident, . . .

Connect Web Services for SOAP (CWSS)
• Operations
– Create – Read – Update - Delete (CRUD) functions
– Run reports previously defined in the AD
– Execute marketing flows
– Reset Contact Passwords
– Send Mailing to Contact
– others
• Languages
– C#, Java

Example of CWSS
Synchronize Enterprise data storage

• Add new Contacts who have registered via the CP
Hartley, B, Chicago,
Borden, H, Chicago,
Gianforte, G, Bozeman,
Enterprise ...
Data System
ABC

Example of CWSS Code
Contact contact = new Contact(); // instantiate Contact

ID contactID = new ID(); // instantiate ID type
contactID.id = 42; // set ID of Contact to fetch
contactID.idSpecified = true;
contact.ID = contactID; // set ID into Contact
RNObject[] objects = new RNObject[] { contact };
RNObject[] rnObjects = _client.Get(cIH, objects, options);
contact = (Contact)rnObjects[0]; // cast output to Contact
string result = contact.Name.First + " " + contact.Name.Last +
Environment.NewLine + contact.Address.Street +
Environment.NewLine + contact.Address.City + ", " +
contact.Address.StateOrProvince.Name;

Connect for PHP
• Purpose
– Access KB from CP pages
— To provide data to custom widgets
— Typically small amounts of data
— AJAX, JSON
• Data types
– Any
• Operations
– CRUD
• Languages
– PHP

Example of Connect for PHP
Custom widget to retrieve Contact emails

Example of Connect for PHP Code
function greetContact()
{
require_once(get_cfg_var("doc_root").
"/include/ConnectPHP/Connect_init.phph");
initConnectAPI(); // RNT PHP API
$contact = RightNow\Connect\v1_2\Contact::fetch(42);
echo $contact->Name->First." ".$contact->Name->Last;
}

Read-Only Query Language (ROQL)*
• Purpose
– Read from KB to provide data to applications
• Data types
– Any
• Operations
– Read only
• Languages
– C#, Java
* Formerly known as RightNow Object Query Language

ROQL Query
• Search for data matching condition(s)

— CWSS/PHP read operations require identifying the
object to fetch

Example of ROQL Query Code
• Search for data matching condition(s)

— CWSS requires identifying the object to fetch
SELECT Contact.Address.City FROM Contact

WHERE Contact.Name.Last = 'Crown'
SELECT Answer.Solution FROM Answer

WHERE Answer.Summary = 'Credit Card'
SELECT Incident.ClosedTime FROM Incident

WHERE Incident.Queue < 3

ROQL vs SQL / OQL
• Similar to but not same as SQL / OQL

— Relatively limited functionality


ROQL vs SQL / OQL
• Similar to but not same as SQL / OQL

— Not stand-alone, embedded in API call


ROQL Query
• Embedded in C#
QueryResultData[] queryObjects = client.QueryObjects(InfoHeader

"SELECT Contact.Address.City FROM Contact
WHERE Contact.Name.Last = 'Crown'",
10000, ",", false, false, out output);
...

ROQL Query
• Embedded in PHP
$res = RNCPHP\ROQL::queryObject(
"SELECT Contact.Address.City FROM Contact
WHERE Contact.Name.Last = 'Crown'")
-> next();
...

Connect Desktop API (JavaScript API)
• On the Agent Desktop:

– Integrate data contained on a workspace with a web page
— Web page is control on workspace pointing to external site
– Display data accessed in workspace on external page also

— Contact, Incident, Organization, Opportunity
– Use data entered on web page to update knowledge base via

AD

JavaScript API Setup
• Create AD workspace with browser control pointing to

external URL of your choice.

JavaScript API Coding
• Write JavaScript in external page HTML to access/manipulate

data from AD browser control
<script type="text/javascript">
function populate() {
var c = window.external.Contact;
if (c == null)
alert("null contact");
var msg = "Name: "+c.FullName+"\nc_id: "+c.Id;
data.ta.value = msg;
}
</script>
• Note: Doesn't use CCOM naming! See documentation.

JavaScript API Coding
• Events available for workspace

– onbeforesave()
– onsave()
– oncancel()
– onclose()
• For external page

– ondataupdated(String changed_object)
– window.external.beforesavecomplete(Boolean continue, String msg);
– window.external.savecomplete(Boolean continue, String message);
– window.external.cancelcomplete(Boolean continue, String message);
– window.external.closecomplete(Boolean continue, String message);

JavaScript API Operation
• When a record is accessed in AD workspace, automatically

propagates to external web page.
– Record cannot be retrieved via external page

JavaScript API Use
• JavaScript can be used in browser control for operations like

calculated fields, other scripting functionality

Connect Knowledge Foundation API (KF API)
• What makes Customer Portal more than FAQ search?



Most popular

Knowledge and the Knowledge Foundation
• Knowledge
– Information about Answers

• Knowledge
– Generated using
— Number of times Answer is selected by user

• Knowledge
– Generated using
— User rating of Answer helpfulness

• Knowledge
– Generated using
— Answers viewed in same visit

• Knowledge
– Generated using
— Last Answer viewed

• Knowledge
– Generated using
— Last Answer viewed
– Knowledge is continually generated

— Grows and changes dynamically as users use the KB

Using Knowledge in the Customer Portal
• Knowledge
– Used to
— Rank search results

• Knowledge
– Used to
— "Answers others found helpful"

• Knowledge
– Used to
— "Other suggested searches"

• Knowledge
– Used to
— "Other suggested searches"
— SmartAssistant

• Purpose
– Access "knowledge" from applications, web pages, other
— Re-create rich CP experience in non-CP settings
Special purpose
PC app Web app Mobile device
console

• Purpose
– Access "knowledge"
• Languages
– C#, PHP
• Data types
– Answers only
• Operations
– Read only for Answers
— Viewed count is incremented
– Set Ranking

Example of KF API
Mobile app to access help
• Browser to access CP not required
• Search returns ranked content
• Every user hit is counted

Example of KF API
Access to RNT Answers within game console
• Answers stored centrally
– Easier maintenance
• Answer popularity is tracked
– Answer hits are recorded
– Least popular answers can be revised

Knowledge Interaction ID
• Unique session ID
– Knowledge Interaction ID
– Required in every interaction
Code
K
xxxxxxxx
xxx xxxxxxxx
xxxxx F
xxx xxxxx xx
xxxx
xxxxxxx
A
xxxx xxxxxxx
xxxxxx P KB
xx
I

KF API Operations
• Search for content against string
– Updates related searches
• Get a specified piece of content
– Updates related searches and popular content
• Get most popular content overall
• Rate content
• Get suggestions generated by Smart Assistant
• others

Non-Connect APIs
• Multi-Channel Toolkit
• Chat Consumer Interface API
• Chat Third Party Queue Integration

Telephony Integration
Integrates RNT with telephone hardware

• Avaya, Nortel, ShoreTel, …
Used for
• Auto-dialing
• Call queuing and routing
• Automatic population of screens based
on telephone number/caller ID
• Media bar
• more

Telephony Integration Coding
Integration Tool
• Multi-Channel Toolkit
– Interfaces
– Reference implementation
– Additional sample code
– Hardware simulator
public void HandleInteraction(IInteraction interaction)
{
switch (interaction.Type)
{
case MediaType.Email:
RightNowGlobalContext.AutomationContext.
EditWorkspaceRecord(WorkspaceRecordType.Incident,
long.Parse(interaction.AdditionalIdentifiers
["ReferenceId"]));
Chat Integration
Web services to securely interact with

RightNow Chat.
• Custom Chat Interface API
– Start/maintain custom chat
session embedded in an app,
including mobile apps
• Chat Third Party Queue API
– Use third-party routing system to
control routing of chat requests
– Create chat control toolbar in AD
Chat Integration Coding
Basic chat loop
ChatCustomerInformation customerInfo;
String inputText;
String SessionID;
customerInfo = waitForNewEndUserChat();
sessionID = testChat.requestChat(customerInfo, chatToken);
if (sessionID != null) {
testChat.startGetMessages();
while (endUserWantsToChat) {
inputText = getInputFromEndUser();
testChat.PostChatMessage(inputText);
}
testChat.TerminateChat();
Non-API Functionality
• Syndicated Widgets
• Pass-Through Authentication
RNT Widgets External to CP
Syndicated Widgets
• Widgets that can be used on web pages other than CP
• Simple configuration via CP Admin pages
• Pre-written, limited functionality
Pass Through Authentication (PTA)
Integrates RightNow Service with an external validation source

• End users do not have to re-authenticate
– Registration on enterprise site is used
– Re-directs end users as needed
– Passes contact information back to RNT
• Set up in configuration
Pass Through Authentication (PTA)
Some programming required

• Login scripts
• Links to CP pages must include authentication info
$ptaDataArray = array(
'p_userid' => $contact->login,
'p_passwd' => $contact->password,
'p_email' => $contact->emailAddress,
'p_first_name' => $contact->firstName,
'p_last_name' => $contact->lastName,
);
$ptaDataString = "";
foreach($ptaData as $key=>$value) {
$ptaDataString .= "$key=$value".'&';
}
header("Location:
http://sitename/ci/pta/login/redirect/
$redirectPage/p_li/$ptaDataString");
Skills Needed for these Customizations
Integrations of RNT with external systems can be created by

developers only
• CWSS, ROQL, KFAPI, Connect for PHP, and JavaScript API
require programming
Telephony / chat integrations require programming
Syndicated widgets can be used by developers or RNT admins

• Configuration via the admin page of the CP site
• Placement on external web page requires basic HTML
knowledge only
PTA requires configuration and programming

• Login scripts from external site must pass parameters
Customizing RNT
Customize Customer Configure/extend Integrate RNT data

Portal pages to KB/AD/CP for with other customer
site model
• Look-and-feel • Extend Knowledgebase • Sync/consolidate data
• Logo, color scheme • New fields, objects • Import/export data to
• Standardized page • Configure/extend AD external data storage
elements (sidebars, and CP systems
footers, etc.) • Settings • Provide data to external
• Terminology • New functionality pages/apps
• Telephony integration
• Chat Integration
• Pass Through
Authentication
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An Overview of Options

for RightNow Developers:

Oracle RightNow Cloud Service May 2013

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Cloud-based Customer Relationship Management (CRM)

1- 3 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Hosted service (database plus code) in the cloud

— Interface name is web site URL

1- 4 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Hosted service (database plus code) in the cloud

— Interface name is web site URL

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1- 7 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

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1- 9 Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Customize Customer Configure/extend Integrate RNT with

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Customize Customer Configure/extend Integrate RNT with

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CP site customizations can be made by

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Customize Customer Configure/extend Integrate RNT with

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Customize Customer Configure/extend Integrate RNT with

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Modifications to the KB can be made by

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For new custom objects

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New functionality such as

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Visual Studio Add-Ins

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Add-ins can extend

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Modify / create widgets with new functionality

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Modify / create widgets with new functionality

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Modifications to CP can be made by

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Customize Customer Configure/extend Integrate RNT with

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Customize Customer Configure/extend Integrate RNT with

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