RightNow Intent Guide Administration

This Oracle RightNow Cloud Service Intent Guide Administration training teaches administrators how to maintain and optimize RightNow Cloud Service Intent Guide Knowledge Bases. You'll learn about all the available functionalities in the administration tool, as well as how changes impact the customer experience.

Learn To:

• Create and maintain an Intent Guide Knowledge Base that produces quality search experiences.
• Use, read and interpret RightNow Cloud Service Intent Guide analytics.
• Maintain Knowledge Base content.
• Apply processes that improve the search experience.
• Perform functional administration tasks.

Create a Knowledge Base

During a hands-on deep-dive into knowledge management, you'll create a fully-fledged knowledge base, including multi-channel oriented questions, answers, marketing content and front-end features. You'll also learn how to use functional administration tools, including user, role and general tool configuration.

Read & Interpret Analytics

Building on acquired knowledge of front-end functionalities as well as content management tools, investing in this course will teach you how to read and interpret essential analytics. Developing these skills will enable you to monitor the quality of the Intent Guide customer experience. As an essential next step, the course also concentrates on performing key administrator actions that improve the customer experience.

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

• System Analysts
• Technical Administrator
• Web Administrator
• Implementation Consultant
• Technical Consultant
• Database Administrators

Course Topics RightNow Cloud Service Intent Guide Search Experience Features

• Exploring Search Experience Features
• Learning About Technical Front-End Integration
• Understanding Customization Possibilities

Oracle RightNow Cloud Service Intent Guide Natural Language Search

• Reviewing Language Technology Benefits
• Working with Natural Language Maintenance Processes
• Authoring Content in Intent Guide
• Reviewing Best Practices in Content Authoring

Oracle RightNow Cloud Service Intent Guide Administration

• Reviewing the Administration Tool User Interface
• Configuring Database Organizational Features
• Using Content Management Tools
• Creating and Reviewing Knowledgebase Content
• Publishing Knowledge Base Content and Changes
• Configuring Advanced Content Features

Functional Administration of Oracle RightNow Cloud Service Intent Guide

• Creating Users, Rights and Roles in RightNow Intent Guide
• Configuring Content Workflows and Knowledge Base Content Management
• Using Advanced Publishing Tasks

Oracle RightNow Cloud Service Intent Guide Analytics

• Configuring Personal and General Analytics Settings
• Exploring Analytics Features
• Using Essential Analytics

RightNow Intent Guide Content Analysis Process

• Reviewing the Intent Guide Knowledge Base Quality
• Using Tools to Monitor and Improve the Knowledge Base
• Understanding Linguistic Maintenance Processes

Course Objectives

• Learn about the customer experience Oracle RightNow Cloud Service Intent Guide offers.
• Practice the creation of an Intent Guide knowledgebase using the web based administration tool.
• Write informative, well matching and well used knowledge base features, such as questions, answers, keyword dialogs and question relations.
• Find out all about most essential administration analytics and how to configure and use these effectively.
• Use the information from analytics to improve the customer experience by applying maintenance processes and tools.