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Expert Seminar: Using Guided Assistance for Consumer TroubleshootingChris Tarabochia RightNow Technologies, Inc.Not for public distribution1IntroductionRightNow's CX Web ExperienceAs part of RightNow CX, RightNow Web Experience gives your customers access to your organizations 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

Not for public distributionAgendaOverviewFor ConsumersExtending and IntegratingResourcesQuestions

3Not for public distributionOverview4 RightNow Technologies, Inc.Not for public distributionWhat is Guided Assistance?Guided Assistance gives agents and consumers the ability to locate answers or text explanations by selecting responses from question branches Directed scenariosTroubleshootingAugment search and browse capabilitiesMulti-channel Guides for Agents and Consumers ChatEmailPhoneTool-set for building and maintaining guidesSmartClientWSIWYG editorCustomer Portal

5Not for public distributionWhy is this important?Agents quickly find information for customersVia phoneWhen responding to an incidentIn ChatEmbed in answers for customer self-help via Customer Portal (CP)Create as many guides as needed to help agents and customers locate appropriate responses to questions related to different topicsExample:Agents need to answer questions about different products and their related service plansEach guide can include multiple question branches, so you can use a single guide to lead agents to answers regarding different models of a product or multiple service plans

5Guides vs. Scripts vs. Workflow6Not for public distributionWho Will Create and Manage Guides?7Not for public distributionWho 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 desktopConsumersAgents8Not for public distribution8Steps to Enable Guided Assistance9Not for public distributionPlanning for Guides10Not for public distributionGuided Assistance RoadmapDisclaimer future statements about features and functionality does not guarantee delivery dates and/or feature availabilityMobileChatSyndicated Guided AssistanceUsability EnhancementsComplex Decision Tree Enhancements

11Not for public distributionGuided Assistance for Consumers12 RightNow Technologies, Inc.Not for public distributionWhy Does Guided AssistanceHelp Consumers?Consumers provide a variety of interactions through multiple devices, such as web, mobile, and personal devicesConstruction of guides may vary by deviceBenefits include:Duplicate an experts decision making processReduce problem resolution timeProvide consistencySimplify complex troubleshooting or complex languageConsumer-specific ReportingWeb integration to third-party sites or back to Customer Portal

13Not for public distribution13Guided Assistance Consumer ExamplesBob 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.

14Not for public distributionGuided Assistance Consumer ExamplesGeorge 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.

15Not for public distributionGuided Assistance for ConsumersInternal and Confidential16

Not for public distributionGuided Assistance ReportsAnswers in Guided AssistanceProvides list of answers used in guidesGuided Assistance DiagnosticsShows branches without answer/text explanation in red; text explanation only in yellowGuided Assistance UsageSummation of customer/agent/chat usage by guideGuided Assistance SearchSearches START answers containing guides; used in agent workspacesGuides Utilized by AgentsNumber of guides used by agent from incidentsGuides Utilized by Chat AgentsNumber of guides used by agent from chatThese reports require cached dataAnswers Viewed by GuideEnd-point answers viewed and the guide they were viewed fromGuide Session DetailsProvides detail of customer responses when using guidesGuided Assistance EffectivenessShows guide usage total, percentage of selections, questions abandoned17Not for public distributionExtending Guided Assistance18 RightNow Technologies, Inc.Not for public distributionEnabling Guided Assistance on Customer PortalUse 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

19Not for public distributionExtending the Customer Portal WidgetJust like other widgets, use HTML and CSS to modify the layout presentation

Copying this widget is not recommended for making complex changesDecision tree modifications can be difficult to manage, change and keep from breaking over timeLet 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 page20Not for public distributionUnderstanding GuidedAssistant WidgetUse Case: The customer is requesting CSS and code modifications to the widget layout or behavior

Tools to Use:DreamweaverFirefox with Firebug and Web Developer Extensions

21Not for public distributionGuided Assistance and Web IntegrationUse Case: Based on a series of decisions, send the captured information to an external third-party for warranty processing

Tools To Use:Guided Assistance EditorAnswer Editor

Notes:Need to send a POST if integrating back into Customer PortalDont 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=Ef68Zl1k22Not for public distributionGuided Assistance and Fire Named Event within Agent DesktopUse 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 EditorWorkspace Editor Incident workspaceNamed Events

Notes:Can interact with the workspace based on Named Events, Guide FinishedCan trigger another guide from within the guide

23Not for public distributionGuided Assistance May 2010 ResourcesResourceLocationUser Manualshttp://community.rightnow.com/customer/documentation/may10/manualsCommunityhttp://communities.rightnow.com/Developer Communityhttp://developer.rightnow.com/ Tutorialhttp://community.rightnow.com/customer/tutorials/may10/24Not for public distributionQuestions? RightNow Technologies, Inc.Not for public distributionQuestionsSara 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?26Not for public distributionBack-up27 RightNow Technologies, Inc.Not for public distributionFeature Highlights28 RightNow Technologies, Inc.Not for public distributionPreviewing guidesUse preview to confirm correct function and displayFrom within your Guide > Preview

Agent PreviewOpens the guide in a separate window and shows you the guide exactly as your agents will see itWeb PreviewOpens 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 Preview29Not for public distributionUsing PreviewPreview opens a new window and shows the first question in the guideTo view the guides contents, respond to the first question just as you would if you were an agent or consumer using the guideAdditional questions, responses, answers, and text explanations display as you navigate the guides branchesClick the OK button to close the windowView 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

30Not for public distributionExporting and Importing GuidesGuides can be exported to an XML file for import into other RightNow interfaces for reuse and/or creation of a new guideTo 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 externallyIf modified, an error message notifies you that the file is invalid

31Not for public distributionExtract: Export a Portion of a GuideUse extract to move or export a subset of the guideWithin the guide, select the top-most question that you want to select and choose Extract from the ribbonThis extracts all responses, answers, and text explanationsCreate a New Guide, Replace a guide, or Export to a file location

32Not for public distributionCreate or Associate Start AnswerTo create a new start answer:Access Guided Assistance Explorer > edit guideFrom the ribbon > Create AnswerNOTE: This creates START answers, not END answers

To associate an existing answer:Navigate to Answers Default report > find and open your answerSet the answers.guided assistance field (Details tab) to your guide

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

33Not for public distributionIntroducing: GuidedAssistant WidgetIncluded on reference implementation: answer/details pageUpgrades from pre-May 2010 CP versions must add this widgetORCreate a custom page within CP for this widget

Point all answers to the same guideORPoint a start answer to a specific guideAnswers without guide associationwill not show this widget

34Not for public distributionGuidedAssistant Widget AttributesNameAttributeTypeDescriptionDefaultLabel Answer Resultlabel_answer_resultSTRINGLabel to display along with an answer responsePlease consult the following informationLabel Popup Launch Buttonlabel_popup_launch_buttonSTRINGLabel to display on the button that opens the page specified by popup_window_urlLaunch the TroubleshooterLabel Question Backlabel_question_backSTRINGLabel to display on the question back button when single_question_display is set to trueGo back to previous questionLabel Start Overlabel_start_overSTRINGLabel to display on the start over button when single_question_display is set to true and the final result of the guide has been reachedStart overLabel Text Response Buttonlabel_text_response_buttonSTRINGLabel to display on the submit button that appears along with text responsesOK

Label Text Resultlabel_text_resultSTRINGLabel to display above text explanation contentPlease read this responsePopup Window URLpopup_window_urlSTRINGURL of page containing another instance of this widget that will display when a launch button is clicked(Blank)Single Question DisplaySingle_question_displayBOOLSet to true if questions should be displayed one-at-a-time and previous questions should be hiddenfalseGuide IDstatic_guide_idINTIf specified, the ID of the guide to display. Takes precedence over g_id or a_id specified in the URL0Tab IndextabindexINTTab stop index for widget; Min: 0(Blank)Setting this value to an ID overwrites any associations to other guides35Not for public distributionPopup window URL can direct to a relative path like /app/answers/guide35Add GuidedAssistant Widget to CP PagesBest placement: answers/detail pageOr place the guide on a standalone CP pageView in the Tag GalleryWidgets > Standard > Knowledgebase > GuidedAssistantDetermine which CP page/location and add widget

Adjust attributes if desiredCSS controlled in the theme:euf\assets\themes\\widgetCss\GuidedAssistant.css36Not for public distributionUsing a Static GuideUsing the GuidedAssistant attribute static_guide_id requires the ID of the Guide you have createdTo find the Guide ID:Access the Guided Assistance Explorer to view the list of guidesAdd 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

37Not for public distributionGuided Assistance ReportsNavigate to Analytics > Reports Explorer > Public Reports > Service > Guided Assistance for standard reports

38Not for public distributionGuides Utilized by AgentsEdit mode demo38Understanding GuidedAssistant Widget ContinuedAll CSS is name spaced with rn_Be cautious of similar CSS affecting other form elementsUtilize Firefox with FirebugRemember to test your other node types within the guide

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