RightNow Social Experience Administration

This Oracle RightNow Social Experience Administration course dives into concepts and skills related to the products within the RightNow Social suite. You'll receive in-depth, hands-on training, focusing on the configuration, administration and basic community management and moderation practices that support customer communities and socially-enabled contact centers.

Learn To:

• Identify community elements and the key roles within a community.
• Use advanced administration settings.
• Configure member settings.
• View customer issues posted on your company’s social channels.

Benefits to You

By enrolling in this course, you'll learn about support and innovation communities, along with the key roles within a community. You'll configure member settings and community objects like groups, hives, panels and posts. Learn how Cloud Monitor can give your agents an immediate view into your company’s social channels to interact with customers and generate support incidents.

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 Administrator
• Web Administrator
• Technical Consultant

Course Topics RightNow Social Administration Overview

• Community Introduction
• General Navigation
• Community Elements

Introduction to Community Elements

• Posts and Post Types
• Comments and Comment Types
• Hives and Hive Types
• Groups
• Panels
• Master Templates, Pages and Summary Pages
• Hashes
• Members, Profiles and User Types

Configuring Member Settings

• Completing Profile Information
• Powers vs. Permissions
• Reassigning User Types
• Adding Members to a Network
• Sending an Inbox Message

Configuring Community Objects

• Creating Posts and Post Types
• Editing Comment Types and Adding Comments
• Creating Hives and Hive Types
• Adding Tags
• Creating Groups
• Adding Hives to Groups
• Configuring Panels
• Redesigning a Summary Page

Advanced Configuration

• Reviewing the Admin Pages
• Setting Up User Profile Pages
• Editing Master Templates
• Moderating
• Setting Status and Reporting Abuse
• Moving Posts
• Closing Comments
• Changing Member Reputation

CX Integration

• Using Cloud Monitor

Course Objectives

• Configure community objects
• Use advanced admin settings
• Learn about User Types
• Manage member status
• Modify master templates
• Configure reputation
• Differentiate powers vs. permissions
• Describe moderation concepts
• Set up user profile pages
• Describe community management and moderation tasks
• Use My Network and My Inbox
• Configure sites