introduction to oracle rightnow cx cloud service connect knowledge foundation api


Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation APIChris OmlandSenior Principal Product Manager

Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 133 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Safe Harbor


Welcome & Introductions

Chris @ Work:– [email protected]

– http://www.linkedin.com/in/omland

– Developer of voice platforms

VXML, ASR, TTS, SIP, MRCP

– Technical Product Manager

Partner Enablement

– Sr. Product Manager Integration / Extension

RightNow Connect

– Senior Product Manager Product Strategy

Portfolio Strategy

Strategic Partnerships

Chris @ Play: – Summer

Waterski

Mountain bike

Road bike

– Winter Snow ski

Snowmobile

mailto:[email protected]

http://www.linkedin.com/in/omland

http://www.linkedin.com/in/omland


Program Agenda

Knowledge Foundation API Vision

RightNow Knowledge Foundation Introduction

Understanding API Differences

API Walkthrough

Q&A


Knowledge Foundation API Vision


Changing Consumer World

Social, Mobile, Local mega-trends are driving this change

Platforms are emerging all around us

Real-time & contextually aware experiences are the new norm


Changing Consumer Expectations

Changing world is driving a change in expectations

Consumers expect YOU to support them when and where they need it

Interactions will not just happen on your web site or contact center

Interactions will happen where your consumers are interacting


Knowledge Foundation APIVision

Support knowledge as a service in any application, device or other service

Expand knowledge beyond RightNow knowledge

Support eco-system of application services that leverage the RightNow KF API


Knowledge Foundation API

Full Knowledge API

Service Implicit Operations

Multiple Service Endpoints

•Search•Get Knowledge Content•Rank•Get SmartAssistant•Etc…

•Expand variables•Handle conditional sections•Update knowledgebase properties

•PHP•SOAP•REST Coming Soon!


RightNow Knowledge Foundation


RightNow

ContactCenterExperience

TM

RightNow

SocialExperience

TM

RightNow

WebExperience

TM

Intent GuideWeb / Mobile Self-Service

Chat / Co-BrowseEmail Management

Self-Service FacebookSupport Community

Innovation CommunitySocial Monitor

Dynamic Agent Desktop

Customer Feedback, Outreach, Analytics

RightNow

EngageTM

App Builder, Knowledge Foundation, Natural Language Search, Mission Critical Operations

Oracle RightNow CX Cloud Service


Knowledge Access Comparison

Use Case CWSS Customer Portal Syndication Widgets KF API

Create, Update, Destroy

Basic Read

Support conditional sections N/A

Support variables N/A

Support answer links N/A

Search N/A

Smart Assistant N/A

Update Knowledgebase Properties N/A


Understanding Knowledge Learning

User Clicks Answer

Answer Viewed

Update Solve Count

Update Relevancy

*Not an exhaustive listing of KF Learning

KNOWLEDGE

Knowledge Foundation


Understanding Read vs. GetContent

Isn’t CWSS Read the same as the KF API Getcontent?– No KF API handles conditional sections, variables and links

<rn:answer_section title="Help" access="2">This is test help conditional section</rn:answer_section>

To change your address, simply log onto the Global Wireless Customer area. Enter your wireless

phone number and password to access your account. Click My Profile to change your personal information,

including your address.

<rn:answer_section title="Everyone" access="1">This is test everyone conditional section</rn:answer_section>

<rn:answer_xref style="TEXT-INDENT: 0in" target="_new" contents="This is a test answer link" answer_id="2" />

<p>This is a test variable $street_add</p>

CWSS Read KF API GetContentTo change your address, simply log onto the Global Wireless Customer area. Enter your wireless

phone number and password to access your account. Click My Profile to change your personal information,

including your address.

This is test everyone conditional section

<a href=http://omland.rightnowdemo.com/a_id/12>This is a test ansswer link</a>

<p>This is a test variable 1302 birch drive.</p>


Understanding CWSS and SmartAssistant

Can’t I just run SmartAssistant using a report?– SmartAssistant is not driven by a report

CWSS has no operation to invoke SmartAssistant– CWSS cannot obtain SmartAssistant results

Can’t I just use search?– Yes, but search is not the same as SmartAssistant


Understanding Knowledge Properties

Can’t I just ‘Update’ an Answer and update these learning properties?– No, they are not exposed on the Answer object

– Note the fields: No solved count


API Walkthrough


Learning More & Getting Started

Developer Community– Developer Guides

Getting Started API Documentation Object Model Docs Sample Code

– Support Forums Staffed by Oracle RightNow engineers

Developer.rightnow.com


Next Steps Check out these related sessions

– CON10320 - Using Oracle Knowledge Integration Options in Web and CRM Applications, Tuesday, Oct 2, 10:15 AM - 11:15 AM

– CON10333 - Oracle RightNow CX Cloud Service Connect Web Services for SOAP API: Intro, What’s New & Roadmap, Tuesday, Oct 2, 11:45 AM - 12:45 PM

– CON10332 - Oracle RightNow CX Cloud Service’s Connect PHP API: Intro, What’s New, and Roadmap, Wednesday, Oct 3, 3:30 PM - 4:30 PM

– CON10328 - Introduction to Oracle RightNow CX Cloud Service’s Connect Knowledge Foundation API, Thursday, Oct 4, 11:15 AM - 12:15 PM

– CON10329 - Introduction to Oracle RightNow CX Cloud Service’s Connect Desktop Add-In Framework, Thursday, Oct 4, 2:15 PM - 3:15 PM

Hit the DEMOgrounds

– Moscone West & Moscone North, Upper Lobby

– Monday 10:00 AM - 6:00 PM, Tuesday 9:45 AM - 6:00 PM, Wednesday 9:45 AM - 4:00 PM

Attend the Customer Experience Summit

– Wednesday through Friday, Oct. 3-5 (this week!)

– Featuring Seth Godin, author of ‘The Purple Cow’ and special guests from Gartner, Forrester

– 30+ session dedicated to Customer Experience and the executives that make it happen

Download this presentation

– www.oracle.com/openworld, in the ‘Content Catalog’

http://www.oracle.com/openworld


QUESTIONS?

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