RightNow Foundation for Contact Center Administrators

Delivering superior experiences throughout the customer lifecycle is critical for driving a sustainable competitive advantage, customer loyalty, and revenue. During this five-day hands-on course, you'll learn the basic administrative functions of RightNow Cloud Service, a powerful tool designed to help drive those positive customer interactions.

Learn To:

• Customize menus and fields to meet your unique business needs.
• Use analytics to reveal trends and opportunities and keep your stakeholders informed.
• Customize outgoing system-generated messaging.
• Create dynamic custom workspaces for any role to help staff work more efficiently.
• Create business rules that increase efficiency across your organization.
• Rapidly build and extend applications that support unique business processes.

Benefits to You

Investing in this course will also allow you to explore ways to rapidly build and extend applications that support unique business processes. You will learn how to leverage RightNow Cloud Service Analytics to reveal trends and opportunities to improve the customer experience and keep your key stakeholders informed.

Use RightNow Cloud Service Tools

The RightNow Cloud Service solution offers powerful and flexible tools that can be configured to best suit the needs of your company. This course provides the foundation necessary to begin this process, then teaches you how to customize the application appearance.

Increase Organizational Efficiency

Enrolling in this course will also teach you how to create custom fields to suit your unique business needs, while designing business rules. These business rules will automate processes and increase efficiency across your service organization.

Live Virtual Class Format

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

• Technical Consultant
• Technical Administrator
• System Administrator

Course Topics General Navigation Using Online Help Application Appearance Custom Fields Customizable Menus Workspaces Workspace Rules Queues Business Rules Custom Objects Service Level Agreements Message Templates Multi Edit Workspaces Closed Incident Surveys Reports and Dashboards
Course Objectives

• Create staff accounts
• Create workspaces
• Create navigation sets
• Create custom fields
• Create customizable menus
• Set up service level agreements
• Create rules
• Create custom objects
• Customize system-generated messages
• Create reports and dashboards
• Create pofiles