not for public distribution © rightnow technologies, inc. expert seminar: using guided assistance...

Not for public distribution© RightNow Technologies, Inc.

Expert Seminar: Using Guided Assistance for Consumer Troubleshooting

Chris Tarabochia

Not for public distribution

Introduction

RightNow's CX Web ExperienceAs part of RightNow CX, RightNow Web Experience gives your customers access to your organization’s information with a feature rich, branded online customer experience solution from their desktop or smartphone. This allows your customers to serve themselves, receive online agent assistance or seamlessly transition to agent voice assisted channels based on their needs.

Chris TarabochiaProduct Manager Web SolutionsWeb Experience Center of Excellence

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Agenda

Overview

For Consumers

Extending and Integrating

Resources

Questions


Overview

4


What is Guided Assistance?

Guided Assistance gives agents and consumers the ability to locate answers or text explanations by selecting responses from question branches

Directed scenarios

Troubleshooting

Augment search and browse capabilities

Multi-channel Guides for Agents and Consumers Chat

Email

Phone

Tool-set for building and maintaining guides

SmartClient

WSIWYG editor

Customer Portal


Guides vs. Scripts vs. Workflow•Good

for linking KB articles, web pages together thru decision tree process

•Good for troubleshooting scenarios

•Can be used for light scripting for phone agents

•Exposed to consumers and/or agents

Guided Assistance

•Call center agent prescription dialog for customer interaction

•Can collect data for or present data from the database

•Agent-facing only

Agent Scripting

•Systematically automates recurring tasks, steps, integrations

•Agent-facing only

Desktop Workflow


Who Will Create and Manage Guides?

Content Owners•Create

answers•Create

decision tree for a guide

RightNow Administrators• Similar to Content Owners in

smaller companies• Schedule and run reports• Manage access

Designers• Create additional assets for guides

(images, flash, etc.)• Apply company branding to

Customer Portal pages• Modify widget attributes

Developers•Similar to

Designers•Extend or

make additional customizations

•Integration to third-party websites

PERSONAS


Who Will Use Guides?

ConsumersFor self service troubleshootingBrowsing for answers based on complex steps towards resolutionUnderstanding complex language

AgentsEmail/WebPhoneChatLight ScriptingIntegrated into other areas within the agent desktop

Consumers Agents


Steps to Enable Guided Assistance

Place Guided Assistance on Customer Portal (only if upgrading)

Add Guided Assistance to the Incident or Chat Workspace

Create Content (answers or assets) and Guides

Assign profiles to staff accounts

Grant profile permission to create guides

Add Guided Assistance to the navigation set for your configuration list


Planning for Guides

Identify need• What are the top five call

center issues? Ask your agents! Or other experts

• What are the most complex troubleshooting steps?

• What topics have steps which are easily repeatable?

Identify answers• What resolution exists in

your knowledgebase today?

• What gaps do you have in your content?

Identify flow• Smaller decision trees =

greater manageability• Guides can link to guides

Build guides Save guide (guide is live immediately*)

Report on guide usage over time


Guided Assistance Roadmap

Disclaimer – future statements about features and functionality does not guarantee delivery dates and/or feature availability

Mobile

Chat

Syndicated Guided Assistance

Usability Enhancements

Complex Decision Tree Enhancements


Guided Assistance for Consumers

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Why Does Guided AssistanceHelp Consumers?

Consumers provide a variety of interactions through multiple devices, such as web, mobile, and personal devices

Construction of guides may vary by device

Benefits include:Duplicate an expert’s decision making processReduce problem resolution timeProvide consistencySimplify complex troubleshooting or complex languageConsumer-specific ReportingWeb integration to third-party sites or back to Customer Portal


Guided Assistance Consumer Examples

Bob Porter has just purchased a new printer and is having difficulty setting it up.

Suzy Comstock has been using their camera for about a year, and now it is shutting off when trying to zoom. They are unsure what to do and want to try to resolve the issue. Unsure about the warranty coverage they are concerned about potentially additional repair charges.


Guided Assistance Consumer Examples

George Mason is completing his tax return and is wonder if he can claim his moving expenses.

Bill Blue just bought a new bluetooth headset for his mobile device. He is having difficulty configuring the device and does not have the documentation nor does he know the model number.

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Guided Assistance for Consumers

Internal and Confidential 16


Guided Assistance Reports

Answers in Guided AssistanceProvides list of answers used in guides

Guided Assistance DiagnosticsShows branches without answer/text explanation in red; text explanation only in yellow

Guided Assistance UsageSummation of customer/agent/chat usage by guide

Guided Assistance SearchSearches START answers containing guides; used in agent workspaces

Guides Utilized by AgentsNumber of guides used by agent from incidents

Guides Utilized by Chat AgentsNumber of guides used by agent from chat

These reports require cached dataAnswers Viewed by Guide

• End-point answers viewed and the guide they were viewed from

Guide Session Details• Provides detail of customer responses when using guides

Guided Assistance Effectiveness• Shows guide usage total, percentage of selections, questions abandoned


Extending Guided Assistance

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Enabling Guided Assistance on Customer Portal

Use Case:A customer is upgrading and wants to use Guided Assistance on their Answer Detail Page

Tools to Use:DreamweaverFirefox with Firebug and Web Developer Extensions


Extending the Customer Portal Widget

Just like other widgets, use HTML and CSS to modify the layout presentation

Copying this widget is not recommended for making complex changes

Decision tree modifications can be difficult to manage, change and keep from breaking over time

Let us know through the idea exchange for new ideas on enhancements

With web integration you can use name/value pairs to send to other web forms or back to another CP page


Understanding GuidedAssistant Widget

Use Case: The customer is requesting CSS and code modifications to the widget layout or behavior

Tools to Use:Dreamweaver

Firefox with Firebug and Web Developer Extensions


Guided Assistance and Web Integration

Use Case: Based on a series of decisions, send the captured information to an external third-party for warranty processing

Tools To Use:Guided Assistance Editor

Answer Editor

Notes:Need to send a POST if integrating back into Customer Portal

Don’t forget to put in the “Question Name” value for naming the value for passing through web integration

?a_id=27&kw=example&sno=1&serial_number=12334&original_purchase_date=12%2F29%2F98&some_random_pair=some_random_value&session=Ef68Zl1k


Guided Assistance and Fire Named Event within Agent Desktop

Use Case: Based on a series of questions, show the required fields within the incident workspace for the agent to complete

Tools to Use:Guided Assistance Editor

Workspace Editor – Incident workspace

Named Events

Notes:Can interact with the workspace based on Named Events, Guide Finished

Can trigger another guide from within the guide


Guided Assistance May 2010 Resources

Resource Location

User Manuals http://community.rightnow.com/customer/documentation/may10/manuals

Community http://communities.rightnow.com/

Developer Community http://developer.rightnow.com/

Tutorial http://community.rightnow.com/customer/tutorials/may10/

http://developer.rightnow.com/


Questions?


Questions

Sara – “I'm curious to see what functionality is available with custom fields. We're interested in using customer guided assistance to not only better direct customers to helpful FAQs, but to also gather information to better assist our agents once they get the incident.”

Can a guide collect information about the selections and path and pass those on?

What data is collect about guides? How can I tell if they are effective?

What is the best practice for constructing guides?

Can guides be used with chat agents? If so how? And what are the benefits?

What is the difference between guides and agent scripts? When do I use one vs the other?

Can I start a user in the middle of a guide?


Back-up

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Feature Highlights

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Previewing guides

Use preview to confirm correct function and display

From within your Guide > Preview

Agent Preview• Opens the guide in a separate window and shows you the guide

exactly as your agents will see it

Web Preview• Opens the guide in a separate window and shows you the guide

exactly as your customers will see it

* Web Preview excludes the toolbar that is available on Agent Preview


Using Preview

Preview opens a new window and shows the first question in the guide

To view the guide’s contents, respond to the first question just as you would if you were an agent or consumer using the guide

Additional questions, responses, answers, and text explanations display as you navigate the guide’s branches

Click the OK button to close the window

View all guide branches simultaneously using Agent PreviewFrom Preview window > select Expand Navigator to open the panel to display guide contents and access a branch or question quickly


Exporting and Importing Guides

Guides can be exported to an XML file for import into other RightNow interfaces for reuse and/or creation of a new guide

To export/import, open your guide > choose the RightNow button > Export Definition or Import Definition

NOTE: Exported files cannot be externally modifiedThe exported XML file has a hash value that is used when the file is imported to determine if the file has been modified externally

If modified, an error message notifies you that the file is invalid


Extract: Export a Portion of a Guide

Use extract to move or export a subset of the guide

Within the guide, select the top-most question that you want to select and choose Extract from the ribbon

This extracts all responses, answers, and text explanations

Create a New Guide, Replace a guide, or Export to a file location


Create or Associate Start Answer

To create a new start answer:Access Guided Assistance Explorer > edit guide

From the ribbon > Create Answer• NOTE: This creates START answers, not END answers

To associate an existing answer:Navigate to Answers Default report > find and open your answer

Set the answers.guided assistance field (Details tab) to your guide

NOTE: Guides are not interface-specific, but answers could be!


Introducing: GuidedAssistant Widget

Included on reference implementation: answer/details pageUpgrades from pre-May 2010 CP versions must add this widget

OR

Create a custom page within CP for this widget

Point all answers to the same guide

OR

Point a start answer to a specific guideAnswers without guide associationwill not show this widget


GuidedAssistant Widget AttributesName Attribute Type Description Default

Label Answer Result label_answer_result STRING Label to display along with an answer response Please consult the

following information

Label Popup Launch Button label_popup_launch_button STRING Label to display on the button that opens the page

specified by popup_window_urlLaunch the Troubleshooter

Label Question Back label_question_back STRING Label to display on the question back button when

single_question_display is set to trueGo back to previous question

Label Start Over label_start_over STRING

Label to display on the start over button when single_question_display is set to true and the final result of the guide has been reached

Start over

Label Text Response Button

label_text_response_button STRING Label to display on the submit button that appears along with text responses

OK

Label Text Result label_text_result STRING Label to display above text explanation content Please read this

response

Popup Window URL popup_window_url STRING

URL of page containing another instance of this widget that will display when a launch button is clicked

(Blank)

Single Question Display

Single_question_display BOOL Set to true if questions should be displayed one-at-a-time and previous questions should be hidden false

Guide ID static_guide_id INT If specified, the ID of the guide to display. Takes precedence over g_id or a_id specified in the URL 0

Tab Index tabindex INT Tab stop index for widget; Min: 0 (Blank)

Setting this value to an ID overwrites any associations to other guides


Add GuidedAssistant Widget to CP Pages

Best placement: answers/detail pageOr place the guide on a standalone CP page

View in the Tag GalleryWidgets > Standard > Knowledgebase > GuidedAssistant

Determine which CP page/location and add widget

<rn:widget path="knowledgebase/GuidedAssistant" />Adjust attributes if desired

CSS controlled in the theme:• euf\assets\themes\<themename>\widgetCss\GuidedAssistant.css


Using a Static Guide

Using the GuidedAssistant attribute “static_guide_id” requires the ID of the Guide you have created

To find the Guide ID:Access the Guided Assistance Explorer to view the list of guides

Add the ID column to this list:• On the ribbon, click Choose Details > select the ID checkbox in

the dialog box > click OK to view the ID value for each guide


Guided Assistance Reports

Navigate to Analytics > Reports Explorer > Public Reports > Service > Guided Assistance for standard reports


Understanding GuidedAssistant Widget Continued

All CSS is name spaced with “rn_”

Be cautious of similar CSS affecting other form elements

Utilize Firefox with Firebug

Remember to test your other node types within the guide

not for public distribution © rightnow technologies, inc. expert seminar: using guided assistance...

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