RightNow Customer Portal Design and Dynamic Agent Desktop Administration

The RightNow Customer Portal Design and Dynamic Agent Desktop Administration introductory course covers key foundational administration topics within the latest generally available version of Oracle RightNow CX Cloud Service. This lecture and lab-formatted, hands-on course is ideal for the new administrator or those wanting to brush up on their core administration skills.

In this course, you will learn how to utilize the Customer Portal (CP) framework to modify your customer service web pages. You will leverage the reference implementation and learn how to utilize the robust library of widgets that can be used to further your customers’ experience. You will also receive core knowledge you need to configure the Dynamic Agent Desktop, including setting up basic scripts and workflows for your agents to use daily.

Learn To:

• Make and deploy basic changes to your CP pages
• Build Agent Scripts and Desktop Workflows
• Configure Guided Assistance for agents and customers
• Leverage standard Customer Portal features, such as widgets and pages
• Use Adobe Dreamweaver and WebDrive as your primary tools to modify CP pages

A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

Audience

• Functional Implementer
• Sales Consultants
• Support Engineer
• System Administrator
• Technical Administrator
• Web Administrator
• Technical Consultant

Course Topics RightNow Customer Portal User and Design Introduction

• Using Customer Portal Web Self-Service
• Understanding CP Terminology
• Using Customer Portal Components (Themes, Templates, Pages, Assets, Sprites)
• Understanding how CP is applied in Mobile page sets
• Using Reports on CP pages

Using the Customer Portal Framework

• Setting up Adobe Dreamweaver and WebDrive with CP
• Viewing Environments
• Navigating the CP File Directories
• Using CP Help Resources
• Modifying Themes, Templates, Pages, and Widgets
• Using Assets and Sprites
• Applying basic CSS (cascading stylesheet) changes

Site Deployment

• Testing Changes in Development Mode
• Staging and Promoting Files to Production
• Understanding Rollback Options

Oracle RightNow CX Dynamic Agent Desktop Administration

• Using Agent Scripts, Desktop Workflow, and Guided Assistance
• Creating Workspaces
• Creating Agent Scripts
• Designing and Developing a Desktop Workflow
• Configuring Guided Assistance
• Knowing When to use Each Tool

Course Objectives

• Use or Remove Widgets and Variables on a Page/Template
• Change Widget Attributes
• Configure Dreamweaver Site to Use WebDAV Protocol
• Access Tag Documentation
• Find and Add Tags in Pages/Templates
• Deploy Site Changes to Production
• Create Workspaces
• Create Agent Scripts
• Design and Develop a Desktop Workflow
• Configure Guided Assistance
• Utilize CP Site Administration Pages
• Configure Oracle RightNow CX Cloud Service for CP Use
• Navigate Oracle RightNow CX Site Files in Dreamweaver
• Apply an Existing Theme to a Site