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SALES ADMINISTRATOR AND USER MANUAL
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www.rightnow.com
RightNow CX February 10
Sales Administrator and User Manual
February 19, 2010
Documentation. This documentation is 19982010 RightNow Technologies, Inc. This documentation, as well as the software described in it, is furnished under license and may be used or copied only in accordance with the terms of such license. The content of this manual is furnished for informational use only and is subject to change without notice by RightNow, in its absolute discretion, and should not be construed as a commitment by RightNow Technologies. RightNow Technologies assumes no responsibility or liability for any errors or inaccuracies that may appear in the Documentation. Usage Restrictions. Except as permitted by such license, users of this documentation may not reverse engineer, decompile, disassemble, or attempt to discover or modify in any way the underlying source code of the products described therein or any part thereof. In addition, users of this documentation may not use the content for purposes which are competitive to RightNow Technologies, including but not limited to: modifying, translating, localizing, adapting, renting, leasing, loaning, creating, or preparing derivative works, or creating a patent based on this documentation or any part thereof. Users of this documentation may make a limited number of copies of this documentation solely for their internal use as needed to use the RightNow Technologies products described therein. Each permitted copy of this documentation made by users of this documentation must contain all titles, trademarks, copyrights and restricted rights notices as in the original. Software Code. Except as provided hereafter1, the software code is 19972009 RightNow Technologies, Inc. The software may be covered by one or more of the following patents issued by the United States Patent and Trademark Office: patent numbers 6,665,655; 6,434,550; 6,842,748; 6,850,949; 6,985,893; 6,141,658; 6,182,059; 6,278,996; 6,411,947; 6,438,547; and D454,139, or by the following patent issued by the United Kingdom Patent Office: patent number GB239791. Other patents are also pending. Trademarks. The following are trademarks of RightNow Technologies, Inc.: RightNow; Multiview Technology; ProServices; RightFit; RightNow Live; Locator; SmartConversion; SmartSense; RightNow Outbound; RightNow Service; RightNow Metrics; RightNow Marketing; RightNow Sales; RightNow Voice; RightPractices; RightStart; SmartAssistant; SmartAttribute Technology; Talk RightNow; Proactive; Proactive Customer Service; TopLine; Top Line Customer Service; iKnow; Salesnet, and RightNow Connect. All other trademarks are the property of their respective owners. Web address: http://rightnow.com Email address: info@rightnow.com
1.For a list of third-party software disclosure notices, refer to the back pages of the RightNow Administrator Manual.
Contents
Contents
Chapter 1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . About this manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Documentation conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . RightNow CX February 10 documentation. . . . . . . . . . . . . . . . . . . . . . . . . . Send us your feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Contacting us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 3 4 5 7 7
Chapter 2
Sales Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Adding and editing strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Adding stages to strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Adding tasks to stages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Adding and editing sales periods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Adding sales quotas to sales periods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Adding and editing territories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Quote Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Adding and editing quote templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Disconnected Access Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Adding disconnected access permission to profiles . . . . . . . . . . . . . . . . . . 28 Opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opportunities reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Standard workspace for opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . Ribbon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Key opportunity fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opportunity record tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Working with opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Opportunity statuses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Accepting and rejecting leads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Sales strategies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Forecasting opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 32 32 33 34 35 36 37 38 39 40 41
Chapter 3 Chapter 4 Chapter 5
Contents
Editing key opportunity fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Adding and editing contact information . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Adding and editing opportunity notes. . . . . . . . . . . . . . . . . . . . . . . . . . . . 48 Adding and editing tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Adding and editing Details tab information . . . . . . . . . . . . . . . . . . . . . . . 54 Deleting opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Adding opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Closing opportunities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58 Other opportunity actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Chapter 6 Quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 Preparing quotes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 Quotes toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Adding quotes to opportunities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Adding sales products to quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 Merging opportunity and quote data into a quote template . . . . . . . . . . . 72 Sending quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74 Managing quotes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Quote audit log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78 Disconnected Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Setting up disconnected access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 Using disconnected access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Synchronizing data before working offline . . . . . . . . . . . . . . . . . . . . . . . . 87 Working in offline mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Synchronizing data after working offline. . . . . . . . . . . . . . . . . . . . . . . . . . 88 Resolving data conflicts during synchronization. . . . . . . . . . . . . . . . . . . . 89 Switching between modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 RightNow Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Chapter 7
About this manual
1
Introduction
RightNows sales automation solution enables sales teams to capitalize on every opportunity to maximize sales performance and provide a superior customer or prospect experience. RightNow Sales provides comprehensive tools to quickly and effectively manage opportunities, contacts, leads, and tasks; optimize analysis of opportunities and deal pipelines; analyze and track performance of individuals and teams; and automate quote generation. Seamlessly integrated with RightNow Service, RightNow Marketing, RightNow Feedback, and RightNow Analytics, RightNow Sales can assist your organization in building sustainable, long-term relationships with customers by understanding their needs and ensuring that those needs are metbefore, during, and after the sale.
About this manual

This manual is intended for the RightNow administrator and all staff members working in RightNow Sales. It contains information and procedures for configuring and customizing RightNow Sales and working with opportunities, quotes, and disconnected access. Refer to the RightNow Administrator Manual for an overview of the administration and configuration procedures for those areas common to all RightNow products, including RightNow Service, RightNow Marketing, RightNow Sales, and RightNow Feedback. Refer to the RightNow User Manual for procedures for performing tasks associated with areas that are common to all RightNow products. Chapter 2, Sales ProcessContains procedures for adding and editing strategies, sales periods, and territories. Chapter 3, Quote TemplatesContains the procedure for adding and editing quote templates. Chapter 4, Disconnected Access ConfigurationContains the procedure for adding disconnected access permission to profiles. Chapter 5, OpportunitiesContains procedures for working with opportunities, including editing and completing opportunity fields. Also included are procedures to add and close opportunities.
Introduction
Chapter 6, QuotesContains procedures for preparing, sending, and managing quotes. Chapter 7, Disconnected AccessContains procedures for setting up and using disconnected access.
Documentation conventions
As you work with RightNow documentation, you will notice certain conventions used to convey information. To help you become familiar with these conventions, the following table contains examples and descriptions of the conventions used. Convention
<angle brackets> as in: http://<your_site>.custhelp.com/ RightNow Common>CTI>General> CTI_ENABLED
Description
Indicates variable information specific to your RightNow application. Indicates the path to access a configuration setting or message base, beginning with the category and ending with the specific configuration setting or message base. Indicates the multiple selections necessary to access an option or action from a tiered menu. Indicates that the field is required. You cannot save a record, report, or file until you fill in all required fields. Note: In RightNow, required fields are flagged with an asterisk, or the field name appears in red text, or both. Indicates that more than one key must be pressed simultaneously to perform an action. Note: Keyboard keys are set in bold type in the documentation for highlighting purposes.
Click the RightNow button and select Help> Help Contents Asterisk (*) preceding field names in tables
Key combinations such as: Ctrl+Shift+Tab Ctrl+f
Chapter 1
RightNow CX February 10 documentation
RightNow CX February 10 documentation

RightNow Technologies offers manuals, guides, and documents to help you install, administer, and use RightNow products, including RightNow Service, RightNow Marketing, RightNow Feedback, and RightNow Sales. Our documentation is written for users who have a working knowledge of their operating system and web browsers and are familiar with standard conventions such as using menus and commands to open, save, and close files. RightNow Administrator ManualContains procedures for configuring options common to RightNow Service, RightNow Marketing, RightNow Feedback, and RightNow Sales. This manual addresses navigation sets, staff management, workspaces, workflows, agent scripting, customizable menus and product linking, business rules, custom fields, system configuration, email management, monetary configuration, the external suppression list, multiple interfaces, CTI (computer telephony integration) configuration, screen pops, contact upload, and add-ins. RightNow User ManualContains procedures common to all staff members, including customer service agents, marketing personnel, and sales representatives. This manual addresses common functionality that applies across products, plus contact and organization records, tasks, notifications, CTI (computer telephony integration), Outlook integration, shortcut keys, and SmartSense. RightNow Analytics ManualContains procedures for working with RightNow Analytics, including generating standard reports and creating custom reports and dashboards. Also included are descriptions of the elements used to build custom reports and dashboards, including styles, chart styles, color schemes, images, and text fields. This manual also contains information about and procedures for using Enterprise Analytics. RightNow Service Administrator ManualContains procedures for configuring RightNow Service. This manual addresses standard text and variables in the content library, guided assistance, Offer Advisor, service level agreements, co-browse configuration, and RightNow Chat. RightNow Service User ManualContains procedures for customer service agents working in RightNow Service. This manual addresses incidents, answers, RightNow Chat, cloud monitoring, Offer Advisor, and RightNow Wireless. RightNow Customer Portal Online Configuration GuideContains a description of the RightNow Customer Portal and the framework used to create and customize pages, templates, and widgets. This guide describes customer portal elements and includes procedures for creating, editing, and deploying the RightNow Customer Portal.
Introduction
RightNow Marketing User ManualContains procedures for staff members working with RightNow Marketing. This manual addresses Marketing explorers, audiences, the content library, mailings, and campaigns. RightNow Feedback User ManualContains procedures for all staff members working with RightNow Feedback. This manual addresses Feedback explorers, audiences, the content library, questions, and surveys. RightNow Sales Administrator and User ManualContains procedures for the RightNow administrator and all staff members working with RightNow Sales. Procedures for the RightNow administrator include adding sales process options and quote templates and configuring disconnected access. Procedures for sales staff members include working with opportunities, quotes, and disconnected access. RightNow CX February 10 Release NotesContains a brief description of the new and expanded features in RightNow CX February 10, including features common to all products and those specific to RightNow Service, RightNow Marketing, RightNow Feedback, and RightNow Sales. RightNow HMS GuideContains upgrade instructions for customers hosted by RightNow Technologies. RightNow Smart Conversion GuideContains procedures for upgrading from RightNow CRM 7.5 and subsequent versions to RightNow CX February 10. RightNow Smart Client Installation GuideContains procedures for installing the RightNow Smart Client on staff workstations using the Click-Once or MSI deployment method. RightNow XML API ManualContains procedures for using the XML API to integrate the RightNow knowledge base with external systems, including help desks, data mining, and data reporting systems. RightNow Pass-Through Authentication GuideContains procedures for integrating RightNow Service with an external customer validation source to allow your customers to automatically log in to RightNow Service from an external web page. Contact your RightNow account manager to obtain this manual.
Tip
For a comprehensive list of all RightNow documentation, refer to http://community.rightnow.com/customer/documentation.
Chapter 1
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Send us your feedback

RightNow Technologies encourages you to provide feedback and suggestions about the quality and usefulness of any of our documentation. We use your comments to make improvements. We would like to hear from you if: You find an error. You need clarification or additional information about a specific topic. You want more examples relating to a specific topic. We would also like to know what you find most helpful about our documentation.
Note
If you have questions about product functionality, contact support at http://crm.rightnow.com.
Contacting us
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Introduction
Chapter 1
2
Sales Process
RightNow Sales can be easily customized to fit your organizations unique selling process. To track opportunities, you can define sales strategies, including the stages within each strategy and the tasks required to complete each stage. When you define sales periods, sales managers can monitor and measure goals for each sales representative throughout that time frame. Adding territories can help organize and assign opportunities to the appropriate sales representative. In this chapter
Adding and editing strategiesContains procedures for adding and editing sales strategies, stages within each strategy, and tasks within each stage. Refer to page 10. Adding and editing sales periodsContains procedures for adding and editing sales periods and sales quotas. Refer to page 14. Adding and editing territoriesContains the procedure for adding and editing territories and sub-territories. Refer to page 18.
10
Sales Process
Adding and editing strategies

A strategy is a plan that moves an opportunity through the sales pipeline. A strategy includes a series of stages that the opportunity moves through on its way to becoming a final sale. And each stage of a strategy includes tasks that must be completed before the opportunity can move to the next stage. You will probably want different strategies for different kinds of opportunities. For example, you might have one strategy to sell a high volume of products to a government organization, while a different strategy is used to sell a single product to an individual consumer.
To add or edit a strategy

1 Click the Sales Configuration button on the navigation pane. 2 Double-click Strategies under Sales Process. The content pane displays the Strategies tree and editor. 3 To add a strategy, right-click Strategies in the tree and select Add Strategy. The editor is activated. Or To edit a strategy, right-click the strategy and select Edit.
Figure 1: Strategies Tree and Editor
Chapter 2
Adding stages to strategies
11
4 Enter field information described in Table 1. Table 1: Strategies Editor Description Field
*Name Disabled Visibility Notes *Stages/Tasks
Description
Type the name of the strategy. Select this check box to prevent sales representatives from selecting or viewing the sales strategy. Select the check box for each interface where you want the strategy to be visible. Type any comments about the sales strategy in this field. Use this section to add stages to the strategy. Refer to Adding stages to strategies on page 11. Note: After you add more stages, you can add tasks to each stage.
5 Add a stage to the strategy using the procedure in To add a stage to a strategy on page 11. 6 Click the Save button to save the strategy.
Adding stages to strategies

RightNow Sales links stages and strategies. When staff members select a strategy for an opportunity they are working on, the first stage of that strategy populates the Stage field. Before you can save a strategy, you must add one or more stages to it, as described in the following procedure.
To add a stage to a strategy

1 To add a stage, right-click Stages in the Stages/Tasks section of the Strategies editor and select Add Stage. The Stage Edit window opens. Or To edit a stage, right-click the stage and select Edit.
12
Sales Process
Figure 2: Stage Edit Window 2 Enter field information described in Table 2. Table 2: Stage Edit Window Description Field
*Name Forecast
Description
Type the name of the stage. Select this check box to forecast the stage. Note: Selecting this check box activates the Forecast Percent text box. Type the forecast percent that is associated with the stage of the strategy. For example, if you have created an Initial Contact stage, management might be 5% confident that the opportunity will close. In contrast, a Sales Complete stage should result in 100% confidence that the opportunity will close. Note: The forecast percent is a measure of how far an opportunity has made it through a sales strategy and plays an important role in reporting. Select a status type from this drop-down menu to associate with the stage. Refer to the RightNow Administrator Manual for information about adding opportunity statuses. Type any comments about the stage in this field.
Forecast Percent
Status Type
Notes
3 Click the Save button to close the Stage Edit window and save the new or modified stage.
Chapter 2
Adding tasks to stages
13
Adding tasks to stages

Just as RightNow links stages to strategies, it also links tasks to stages. After you have added a stage to a strategy, you can add tasks to the stage. When staff members work on opportunities, the Tasks tab of the opportunity lists the tasks that are associated with the selected stage. For information about tasks, refer to the RightNow User Manual.
To add or edit a task

1 To add a task, right-click the stage you want to add a task to and select Add Task. The Task Edit window opens. Or To edit a task, right-click the task and select Edit.
Figure 3: Task Edit Window
14
Sales Process
2 Enter field information described in Table 3. Table 3: Task Edit Window Description Field
*Name Task Interval
Description
Type the name of the task. Enter the amount of time estimated to complete the task. Type a number in the text box, and then click the drop-down menu to select the interval from days, hours, or minutes. Note: This value is used to calculate the task due date when a task is assigned to an opportunity through the selection of a sales strategy. The task due date is calculated by adding the task interval to the current date and time. Click this drop-down menu to select the sales representative assigned to the task. Note: If a task owner is not selected, the task is assigned to the sales representative who is assigned to the opportunity. Type any comments about the task in this field. Type a description of the task in this field.
Owner
Notes Description
3 Click the Save button to save the task and close the Task Edit window. 4 Click the Save button on the Strategies editor to save the strategy and associated stages and tasks.
Note
When you delete a strategy, the strategy is removed from the Strategy field of all associated opportunities and replaced with No Value. Any tasks that are associated with opportunities as a result of a prior strategy assignment remain associated with the opportunities.
Adding and editing sales periods

A sales quota is generally defined as a specific number of dollars in sales that staff must produce over a specific time frame, or sales period. RightNow Sales lets you define sales periods on an annual, semi-annual, quarterly, monthly, or weekly basis. You can define each periods
Chapter 2
Adding and editing sales periods
15
start and end dates, the total revenue goal, expected head count and number of closed opportunities, and quotas for each sales representative. When quotas are defined for each salesperson, you can review that information in reports throughout the sales period.
To add or edit a sales period

1 Double-click Sales Period under Sales Process. The content pane displays the Sales Periods tree and editor. 2 To add a sales period, right-click Sales Periods in the tree and select Add Period. The editor is activated. Or To edit a sales period, right-click the sales period and select Edit.
Figure 4: Sales Periods Tree and Editor
16
Sales Process
3 Enter field information described in Table 4. Table 4: Sales Periods Editor Description Field
*Name Type
Description
Type the name of the sales period. Click this drop-down menu to select a sales period type. Your options include: AnnualThe sales period is calculated on a yearly basis. Semi-AnnualThe sales period is calculated on a semiannual basis (for example, January-June, July-December). QuarterlyThe sales period is calculated on a quarterly basis (for example, January-March, April-June, July-September, October-December). MonthlyThe sales period is calculated on a monthly basis. WeeklyThe sales period is calculated on a weekly basis. Click this drop-down menu to access a calendar for selecting the start date of the sales period from the current month. To move to another month, click the arrows at the top of the calendar to move to another month. The default is todays date. Click this drop-down menu to access a calender for selecting the end date of the sales period. The current month opens, and the default is todays date. Type the projected revenue amount expected for the sales period. Type the projected head count (in sales representatives) expected for the sales period. Type the projected number of closed opportunities expected for the sales period. Type any comments about the sales period in this field. This section displays the quota you want each sales representative to meet during the defined sales period. Refer to Adding sales quotas to sales periods on page 17.
Start Date
End Date
Goal Revenue Headcount Closed Opportunities Goal Notes Quotas
Chapter 2
Adding sales quotas to sales periods
17
4 Click the Save button to save the new or modified sales period. New sales periods appear in the Sales Periods tree.
Caution
Deleting a sales period also deletes all quotas associated with it.
Sales quotas can be added when you add a sales period or they can be added at a later date, as described in the next section.
Adding sales quotas to sales periods

When you define a sales period, RightNow Sales also lets you add a sales quota for each staff member. This lets sales managers generate reports for individual sales representatives or the entire sales team.
Note
Sales managers must have Edit Sales Period permission in their profile to edit sales quotas. For information about setting profile permissions, refer to the RightNow Administrator Manual.
To add or edit a sales quota

1 Right-click a sales period and select Edit. The editor is activated.
Tip
All RightNow staff accounts are listed in the Quotas section under the Account column.
2 Click the Amount field next to the sales representative you want to update. The Currency Dialog window opens.
Figure 5: Currency Dialog Window
18
Sales Process
3 Type the quota amount for the sales representative in the Amount field.
Note
You must enter a quota amount for the staff account. However, the amount can equal $0.00.
4 If you do not want to use the default USD currency, click the Currency drop-down menu and select the currency you want to associate with the sales quota. For information about adding currencies, refer to the RightNow Administrator Manual. 5 Click the OK button to save the quota and close the Currency Dialog window. 6 Click the Save button to save the new or modified sales quotas for the sales period.
Adding and editing territories

RightNow Sales uses territories and sub-territories to define particular sales regions based on geography. Staff members can then be assigned to a territory or sub-territory for reporting purposes.
To add or edit a territory or sub-territory

1 Double-click Territories under Sales Process. The content pane displays the Territories tree and editor. 2 To add a territory, right-click Territories in the tree and select Add Territory. The editor is activated. Or To edit a territory, right-click the territory and select Edit.
Figure 6: Territories Tree and Editor
Chapter 2
Adding and editing territories
19
3 Enter field information described in Table 5. Table 5: Territories Editor Description Field
*Name Disabled Visibility Notes Accounts
Description
Type the name of the territory. Select this check box to prevent sales representatives from selecting or viewing the territory when adding an opportunity. Select the check box for each interface where you want the territory to be visible. Type any comments about the territory in this field. This field lists the staff members assigned to the territory in their staff account. Note: This field appears only when you are editing a territory.
4 To add a sub-territory to a territory, right-click the territory in the Territories tree and select Add Sub Territory. You can add a maximum of eleven sub-territories to one territory. Or To edit a sub-territory, right-click the sub-territory and select Edit. 5 Click the Save button to save the new or modified territory or sub-territory. New territories and sub-territories appear in the tree.
Note
When you delete a territory, the territory name is removed from the Territory field of all associated opportunities. When the opportunities are edited, sales representatives can select a new territory.
20
Sales Process
Chapter 2
21
3
Quote Templates
As sales representatives work to convert opportunities to sales, much of their time is spent generating and sending price quotes to prospective customers. You can help them save time by creating quote templates that automate and standardize the quote generation process. Your organization may need several types of quotes, so RightNow Sales lets you generate a different quote template for each need. For example, your quote template for government customers is probably different than the one used for commercial customers. When sales representatives prepare a quote, they simply select the template that is appropriate for their needs. Then they merge the information from the opportunity into the quote template to generate a quote for the customer. In this chapter
Adding and editing quote templatesContains the procedure for adding and editing quote templates. Refer to page 22.
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Quote Templates
Adding and editing quote templates

When you add or edit a quote template, you will use Microsoft Word to format the document. In addition to using standard Word functions, you can insert merge fields into the quote template. The merge fields serve as variables for opportunity data. When a sales representative merges the opportunity data into the quote template, the appropriate fields are completed automatically. For example, an organization name merge field on the quote template will automatically populate the field on the quote. This simplifies the data entry required to generate the quote and ensures accuracy and consistency.
To add or edit a quote template

1 Click the Sales Configuration button on the navigation pane. 2 Double-click Quote Templates under Quotes. The content pane displays the Quote Templates tree and editor. 3 To add a quote template, click Add Template above the tree. The editor is activated. Or To edit a quote template, right-click the template in the tree and select Edit.
Figure 7: Quote Templates Tree and Editor
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4 Enter field information described in Table 6. Table 6: Quote Template Editor Description Field
*Name
Description
Type the name of the quote template. Note: Use a descriptive name that will help sales representatives select the appropriate quote template for generating a quote. Select this check box to prevent sales representatives from selecting or viewing the quote template. Select the check box for each interface where the quote template should be visible. Type any comments about the quote template in this field.
Disabled Visibility Notes
5 Click the Create New Template button. An instance of Microsoft Word opens in the Quote Templates editor and the ribbon includes an Add-Ins tab for merge fields.
Figure 8: Quote Templates Editor
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Quote Templates
6 Click the Add-Ins tab to display the Quote Template ribbon.

Important Because the Add-Ins tab does not exist in Word 2003, the Quote Template tool-
bar is a standard toolbar instead of a ribbon.
Figure 9: Quote Template Ribbon 7 Format the Word document based on your organizational policies and standards. If you have an existing Microsoft Word template, you can copy and paste it into the Word document. 8 To insert a merge field, place your cursor in the quote template document where you want to insert the field. a Click a drop-down menu on the Quote Template ribbon and select a merge field to add to the quote template.
Tip
For a complete list of merge fields and their associated descriptions, use the data dictionary at Common Configuration>Database Administration>Data Dictionary. Refer to the RightNow Analytics Manual for assistance in using the data dictionary.
Table 7 describes the drop-down menus on the Quote Template ribbon. Table 7: Quote Template Ribbon Description Drop-Down Menu
Single Items
Description
Click this drop-down menu to select merge fields that have a oneto-one relationship with opportunities. For example, because an opportunity can be associated with only one organization, organization fields are listed in the Single Items drop-down menu.
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Table 7: Quote Template Ribbon Description (Continued) Drop-Down Menu

Group Items
Description
Click this drop-down menu to select merge fields that have a many-to-one relationship with opportunities. For example, because a quote can be associated with many sales products, sales product fields are listed in the Group Items drop-down menu. Note: You must create a table with column headers before using merge fields from the Group Items drop-down menu. After the table is created with column headers, a merge field from the Group Items drop-down menu must be inserted into a single cell in the table, as shown in Figure 10 on page 26. Word automatically adds rows to the table based on how many values are in the group. The font of the column headers determines the font of the merge fields in the table. Click this drop-down menu to select merge fields that have a many-to-one relationship with opportunities and are indexed in the database. For example, because an opportunity can be associated with many contacts, contact fields are listed in the Indexed Items drop-down menu. Note: You must replace the N with a numeric value. While using a field from the Group Items drop-down menu returns all of the contacts associated with an opportunity, using a field from the Indexed Items drop-down menu returns only the contact you specify according to N (the number one is always associated with the primary field in a database table). For example, to return the email address of the primary contact who is associated with an opportunity, contacts.email1 should be added to the quote template.
Indexed Items
26
Quote Templates
Figure 10: Group Items Table with Column Headers b Repeat step a until you have added all merge fields to the quote template. 9 Click the Save button to save the quote template. The new quote template appears in the Quote Templates tree.
Note
Before sales representatives can generate quotes using quote templates, you must add price schedules and sales products to RightNow. For information about adding price schedules and sales products, refer to the RightNow Administrator Manual.
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4
When your sales representatives are in the office, they probably use RightNow Sales in an online mode, where the application communicates with a remote database. But they may still need to work with RightNow Sales when they are out of the office or if an Internet connection is not available. Disconnected access offers this ability. Once disconnected access has been installed on a sales representatives workstation or laptop, they can work in offline mode. In offline mode, RightNow Sales communicates with a database on the sales reps hard drive. The staff member uses the same interface for working in both online and offline modes. After working in offline mode, the disconnected access feature then allows the online and offline databases to be synchronized.
Important Before you can assign permission for staff members to use disconnected access,
it must be enabled in your application. Contact your RightNow account manager to enable disconnected access. In this chapter
Adding disconnected access permission to profilesContains the procedure for adding disconnected access permission to a profile. Refer to page 28.
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Adding disconnected access permission to profiles

Before managers and sales representatives can use disconnected access, you must give them permission in their profile to download and install the necessary components. Then when they log in to RightNow with disconnected access permission in their profile, all disconnected access components will automatically install and the Offline option will be available on the application menu.
Important Regardless of profile permission, disconnected access components will not be
installed on a staff members workstation when the RightNow application has been installed using the MSI deployment method.
To add disconnected access permission to a profile

1 Click the Common Configuration button on the navigation pane. 2 Double-click Account Profiles under Staff Management. The content pane displays the Profiles tree and editor. 3 Right-click the profile you want to update with disconnected access permission and select Edit Profile. The editor is activated. 4 Click the Sales tab. 5 Select the Disconnected Access check box. (Selecting either of the Disconnected check boxes automatically selects both of them.)
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Adding disconnected access permission to profiles
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Figure 11: Setting Disconnected Access Permission in a Profile 6 Click the Save button to update the profile with disconnected access permission. Make sure your staff members are assigned a profile that includes disconnected access permission. For information about assigning profiles to staff accounts, refer to the RightNow Administrator Manual. When sales representatives log in to RightNow with disconnected access permission in their profile, all disconnected access components will automatically install and the Offline option will be available on the application menu.
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Figure 12: Offline Menu The Offline menu item contains options for switching between online and offline modes and synchronizing data between the online and offline databases.
Important Although sales reps can configure disconnected access to meet their specific
needs, disconnected access permission is controlled by the manager hierarchy through staff accounts. For example, if you are a sales manager with sales representatives under you, you will have access to all options in RightNow CX Options>Offline Settings, but sales representatives under you will be restricted in what they can do. Refer to Setting up disconnected access on page 82.
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5
Opportunities
An opportunity is a record in RightNow Sales containing information about a specific sale or a pending deal. In essence, opportunities are the building blocks of your sales operation for collecting general sales information, following sales strategies, setting forecasts, and preparing and sending quotes to customers. The information that is collected during the sales cycle can be processed by RightNow Analytics to help managers identify trends and forecast sales periods and to help you meet or exceed your quota. In this chapter
OverviewProvides an overview of the opportunity ribbon, opportunity fields, and opportunity record tabs. Refer to page 32. Working with opportunitiesContains procedures to complete opportunity fields, complete detail fields, add and edit contact information, add and edit opportunity notes, add and edit tasks, and delete opportunities. This section also includes information about opportunity statuses, sales strategies, and sales forecasts and the procedures to accept and reject leads. Refer to page 37. Adding opportunitiesContains the procedure to add opportunities. Refer to page 56. Closing opportunitiesContains the procedure to close an opportunity. Refer to page 59. Other opportunity actionsContains information about forwarding and copying opportunities and updating multiple opportunities at the same time. Refer to page 59.
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Opportunities
Overview
Before you start working on your assigned opportunities, youll want to know how to access opportunities and how opportunity information is organized on the RightNow Console. The following sections explain the layout youll be working with and show you where the details of each opportunity are located.
Opportunities reports
When you click the Opportunities button on the navigation pane, the navigation list displays all of the reports and items added to this button by your RightNow administrator. The Opportunities button, plus all the other buttons you have access to, are part of the navigation set defined in your profile. Opportunities reports can also be placed in other navigation lists, not just the Opportunities list. And if you have permission to customize your navigation set, you can add other items, including any reports you have permission to access, to your Opportunities navigation list or any of your lists. Double-clicking any opportunities report displays the list of opportunities in the report on the content pane. Figure 13 is an example of the Recently Modified Opportunities report.
Figure 13: Recently Modified Opportunities Report The information displayed on the content pane depends on the opportunities report you select and which fields were defined when the report was created. The Recently Modified Opportunities report, for example, displays the opportunitys name, forecasted value, and date it was last modified.
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Standard workspace for opportunities
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Using buttons on the ribbon, you can open, add, copy, delete, print, forward, assign, and reject opportunities and email the contact. You can also search for opportunities, refresh the report, and reset the search criteria from the ribbon. Right-clicking any opportunity displays the same functions as those on the ribbon.
Tip
Besides searching for opportunities from a report, you can also use Quick Search to find a specific opportunity from anywhere in the product. Refer to the RightNow User Manual for information about searching for records.
Standard workspace for opportunities

Your RightNow application contains a standard workspace for working with opportunities. The workspace defines which fields you see and how the information is organized on the content pane. An example of the standard opportunity workspace is shown in Figure 14.
Figure 14: Standard Opportunity Workspace

Note
Your organization may use the standard workspace, or your RightNow administrator may have created one or more customized workspaces. Your profile defines the workspace you see when you open or add an opportunity, whether it is the standard workspace or a customized workspace. We use the standard opportunity workspace to explain how to work with opportunities.
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Opportunities
Ribbon
Table 8 describes the buttons on the ribbon of the standard opportunity workspace. For more information about the ribbon in general and the Quick Access toolbar, refer to the RightNow User Manual. Table 8: Opportunity Ribbon Description Group/Button
Save Save Click this button to save the opportunity you are currently editing or adding. The opportunity remains open. Note: When you save an opportunity, it is evaluated by the rules engine. If your RightNow administrator added opportunity rules and the opportunity matches one or more of those rules, it is possible that the opportunity will be modified by rule actions when you save it. Click this button to save the opportunity you are currently editing or adding. The opportunity closes.
Description
Save and Close
Actions Note: With the exception of the New button, the buttons in this group are not enabled until after you save the opportunity you are adding. New Refresh Forward Print Copy Delete Proofing Spell Check Click this button to spell check the opportunity. Click this button to add an opportunity. See Adding opportunities on page 56. Click this button to refresh the opportunity. Click this button to forward the opportunity. Click this button to print the opportunity. Click this button to copy the opportunity. Click this button to delete the opportunity. See Deleting opportunities on page 56.
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Key opportunity fields
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Table 8: Opportunity Ribbon Description (Continued) Group/Button

Related Activities Reject Appointment Links and Info Links Info Click this button to select a URL from the list of links added by your RightNow administrator. Click this button to see details about the opportunity, including its ID, when it was created and by whom, and the date it was last updated and by whom. If the opportunity is in a rules state or has an escalation level, that information also appears. Click this button to reject the lead. Refer to Accepting and rejecting leads on page 39. Click this button to create an appointment in Microsoft Outlook. Refer to the RightNow User Manual.
Description
Key opportunity fields

When you open an opportunity, youll see fields on the top of the content pane and record tabs on the bottom, as shown in Figure 14 on page 33. The opportunity fields store the opportunitys name, status, strategy, stage, rep forecast, contact association, organization association, manager forecast, and other information that describes the properties of the opportunity. Some of the opportunity fields are required by default, and your RightNow administrator may require that other fields also be completed. You must complete any field marked with a red asterisk before you can save the opportunity.
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Opportunities
Figure 15: Key Opportunity Fields Refer to Editing key opportunity fields on page 41.
Opportunity record tabs

The remaining information about the opportunity is organized in record tabs, which group similar details. For instance, all of the contacts associated with the opportunity are listed on the Contacts tab and all tasks associated with the opportunity appear on the Tasks tab.
Note
If you make changes on any windows accessed from the opportunity record tabs, you must save the opportunity in order for your changes on the record tabs to take effect. If you close the record without saving changes, those changes will be lost.
Opportunities include the following record tabs. Click a tab to see what information is listed and what your options are. Details tabContains fields related to opportunity competitor data, completion data, win/loss data, and other general data. Youll use the fields on this tab to collect additional information about an opportunity, which is beneficial for reporting purposes. Refer to Adding and editing Details tab information on page 54. Contacts tabLists the contacts associated with the opportunity, including the primary contact and all secondary contacts. From the Contacts tab, you can add a new or existing contact to the opportunity, open a contact for editing, copy a contact, print contact information, remove a contact, send email to the contact, or set the contacts role in the opportunity. The Contacts tab displays a number in parentheses to show how many contacts are associated with the opportunity. Refer to Adding and editing contact information on page 44.
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Working with opportunities
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Notes tabStores internal information about the opportunity. Notes are never sent to customers. You can add, edit, or remove notes that originated by phone, fax, post, web form, or email for any opportunity based on the type of correspondence you had with a contact or organization. And you can view the notes by opportunity, contact, organization, or by any combination of the three. Refer to Adding and editing opportunity notes on page 48. Tasks tabLists all of the tasks associated with an opportunity. You can add, open, copy, delete, print, and forward tasks and mark tasks complete. Tasks can be assigned to an opportunity based on the opportunitys sales stage, or they can be manually assigned and associated with an opportunity by another staff member. The Tasks tab displays a number in parentheses to show how many tasks are associated with the opportunity. Refer to Adding and editing tasks on page 50. Quotes tabContains all quotes associated with the opportunity. From this tab you can open, create, copy, delete, print, and send quotes to prospective and current customers. (An opportunity can contain multiple quotes, but all of the quotes are directly associated with the opportunity youre currently editing.) The Quotes tab displays a number in parentheses to show how many quotes are associated with the opportunity. Refer to Chapter 6, Quotes, on page 61. Attachments tabLists all files attached to the opportunity. For instance, if a customer forwards you a document that is associated with the opportunity, the Attachments tab provides a convenient location where you can store the document for retrieval. You can add, open, download, delete, and view the properties of file attachments from this tab. For information about file attachments, refer to the RightNow User Manual. Audit Log tabContains a permanent list of all actions associated with an opportunity, including the date of the action, who performed the action, what the action was, and a description of the action. This information is valuable for tracking interactions with customers, especially if more than one staff member works on the same opportunity. For information about audit logs, refer to the RightNow User Manual.
Working with opportunities

When staff members in your marketing, service, or sales department discover a potential buyer for your organizations products or services, they can generate a lead (a prequalified opportunity) and assign it to you. Most of the time, youll be working with these existing opportunities that have been created by someone else.
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Opportunities
At other times, however, youll add opportunities to the knowledge base. For instance, when an existing customer contacts you by phone, fax, or email, you may want to add an opportunity to create a record of the customers inquiry. Regardless of how opportunities are assigned to you or where they originate, youll benefit from understanding what certain field properties mean and how they can impact opportunities during the sales cycle. This knowledge can help you effectively move your opportunities toward a sale.
Opportunity statuses
Opportunity statuses represent the current state of your opportunities. The seven default opportunity statuses are Lead, Reject, Active, Inactive, Closed, Dead, and Lost. Your RightNow administrator can also define additional opportunity statuses to show a more complete representation of the opportunities in your knowledge base. Table 9 describes the default opportunity statuses in RightNow Sales. Table 9: Default Opportunity Statuses Opportunity Status
Lead Reject Active Inactive Closed Dead Lost
Description
A lead is a prequalified opportunity that has not been accepted. A rejected lead is a prequalified opportunity that has been rejected. An opportunity with the Active status is no longer a lead and is advancing in the system toward a sale. An opportunity with the Inactive status is no longer being pursued but could be activated at a later date. An opportunity with the Closed status has resulted in a sale. An opportunity with the Dead status is no longer being pursued. An opportunity with the Lost status has been lost, for example, to a competitor.
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Accepting and rejecting leads
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Accepting and rejecting leads

Leads are opportunities that have been prequalified by your marketing, service, or sales department and are assigned the Lead status. Since leads are prequalified versions of opportunities, they appear as opportunities on the content pane. Youll be assigned leads based on your organizations processes, but you can also manually create leads and assign them to yourself.
Note
A lead assigned to a status that is not Lead or Reject is considered to be an opportunity.
Many of the opportunity fields for leads are populated. For instance, when you receive a lead, it already has an organization or contact association and a description of the product or service the organization or contact is interested in purchasing.
To accept a lead
1 From an open opportunity, click the Status drop-down menu. 2 Select the Active status to convert the lead into an active opportunity. 3 Click the Save and Close button to save and close the opportunity.
Tip
To represent the movement of leads to opportunities and vice versa, all actions are recorded to the audit log and viewed from the Audit Log tab.
There may be times when a lead is assigned to you by mistake or when you are not interested in pursuing it. In these cases, you can reject the lead and document the reason.
To reject a lead
1 From an open opportunity, click the Reject button. The Reject Lead window opens.
Note
If your profile does not allow you to reject leads, the Reject button will be disabled.
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Opportunities
Figure 16: Reject Lead Window 2 Click the Rejection Reason drop-down menu and select a rejection reason. 3 To provide additional information, type a comment in the Comments field. 4 Click the OK button to close the Reject Lead window. 5 Click the Save and Close button to reject the lead and save and close the opportunity.
Note
Because rejected leads are associated with the Reject status, youll need to filter on the Reject status when searching for leads that have been rejected. You can convert a rejected lead into an active opportunity by changing its status to Active.
Sales strategies
Sales strategies are plans defined by your organization that include associated stages and tasks that should be completed as you work your opportunities. Your organization may have multiple sales strategies based on your business processes. Strategies ensure that best practices, policies, and procedures are followed during the sales cycle. When you select a strategy while editing an opportunity, the Stage field populates with the first stage of the strategy and tasks associated with the stage populate the Tasks tab.
Note
If you change a sales strategy for an opportunity, all tasks associated with the previous strategy will be deleted from the Tasks tab, and all tasks associated with the new strategy will populate the Tasks tab.
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Forecasting opportunities
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Forecasting opportunities
A forecast is a projection of sales revenue for an opportunity that may close in a given sales period. Each opportunity contains fields for a manager forecast and a sales representative forecast. A manager forecast is a projection of sales revenue for an opportunity from a managers point of view, whereas a sales representative forecast is a projection of sales revenue for an opportunity from a sales representatives point of view. Sales forecasts play an important role in helping management determine realistic sales projections for a sales period.
To forecast an opportunity
1 If you are a manager, click the Manager Forecast field. Or If you are a sales representative, click the Rep Forecast field. 2 Enter the revenue amount that you believe will be generated by the sale. 3 Click the Save and Close button to save and close the opportunity.
Note
When a quote is associated with the opportunity and the Forecast check box is selected for the quote, the Rep Forecast field automatically reflects the amount specified in the quote. Refer to Chapter 6, Quotes, on page 61.
Editing key opportunity fields

Now that you understand the role of statuses, strategies, and forecasts, you can complete the opportunity fields to update your opportunities. Required fields are labeled in red and have a red asterisk next to them. Remember that you cant save an opportunity without completing all of the required fields.
Note
The fields you see when adding or editing an opportunity are defined in a workspace that is assigned to your profile by your RightNow administrator.
To edit key opportunity fields

1 Right-click the opportunity on the content pane and select Open>Opportunity.
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Opportunities
Figure 17: Completing Opportunity Fields 2 Enter field information described in Table 10. Table 10: Opportunity Fields Description Field
Flag *Opportunity Name *Status Strategy *Stage
Description
Click this button to add or change the priority notifications for the opportunity. Refer to the RightNow User Manual. Type the name of the opportunity in this field. Click this drop-down menu and make a selection to change the opportunitys status. Refer to Opportunity statuses on page 38. Click this drop-down menu and make a selection to change the opportunitys strategy. Refer to Sales strategies on page 40. Click this drop-down menu and make a selection to change the opportunitys stage. Refer to Sales strategies on page 40. Note: The options in this field depend on the strategy assigned to the opportunity. Type a new value to change your monetary forecast for the opportunity. Refer to Forecasting opportunities on page 41. Note: The Rep Forecast field is associated with the Exchange Rates calendar. After you select a date within a specific exchange period, the calendar defaults to the start date of the specific exchange period after you close the calendar. The type of currency that appears in the Rep Forecast field depends on your staff account settings.
Rep Forecast
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Editing key opportunity fields
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Table 10: Opportunity Fields Description (Continued) Field

*Rep Commit
Description
Click this drop-down menu and select Yes to commit to closing the opportunity in the defined sales period. Note: This drop-down menu wont be active until a value is entered in the Rep Forecast field. Type a summary about the opportunity. Click this button to add a primary contact to the opportunity. If a primary contact is not associated with an opportunity, an organization must be associated. Although many contacts can be associated with an opportunity, only one of them can be designated as the primary contact. For information about adding and editing contacts, refer to the RightNow User Manual. Caution! If you use the Search button on the Contact field to add a contact to the opportunity when a primary contact for the opportunity already exists, the existing primary contact is removed from the opportunity and replaced with the new primary contact. Click this field to add an organization to the opportunity. If an organization is not associated with an opportunity, a primary contact must be associated. For information about adding and editing organizations, refer to the RightNow User Manual. Note: Only one organization can be associated with an opportunity. Click this drop-down menu to re-assign the opportunity to another sales representative. Note: Use the Find feature at the bottom of the Assigned dropdown menu to quickly locate staff members. Click this drop-down menu to re-assign the opportunity to another territory. Type a new value to change the manager forecast for the opportunity. Refer to Forecasting opportunities on page 41. Note: The Manager Forecast field is associated with the Exchange Rates calendar. After you select a date within a specific exchange period, the calendar defaults to the start date of the specific exchange period after you close the calendar. The type of currency that appears in the Manager Forecast field depends on your staff account settings.
Summary Contact
Organization
Assigned
Territory Manager Forecast
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Opportunities
Table 10: Opportunity Fields Description (Continued) Field

*Manager Commit
Description
Click this drop-down menu and select Yes to commit to closing the opportunity in the defined sales period. Note: This drop-down menu wont be active until a value is entered in the Manager Forecast field.
Adding and editing contact information

When an opportunity is assigned to you in the form of a lead, the contact information is often present. Sometimes, however, only an organization is associated with the opportunity, so you must add contact information. The Contacts tab contains a toolbar for working with the contacts associated with the opportunity.
Figure 18: Contacts Tab of an Opportunity Table 11 describes the Contacts tab toolbar buttons. Table 11: Contacts Tab Toolbar Description Button Description
Click this button and select one of the following options to add a new or existing contact to the opportunity. Add New Select this option to display the New Contact window. After creating and saving the new contact, the contact will be added to the contact list for the opportunity.
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Table 11: Contacts Tab Toolbar Description (Continued) Button

Add Existing
Description
Select this option to display the Contact Search window. After finding and selecting the existing contact, the contact is added to the contact list for the opportunity. Note: Your RightNow administrator can add a secondary report to the Contact Search window. This feature is especially useful for displaying all contacts associated with an organization when you add a contact to an organizations opportunities. Refer to the RightNow Administrator Manual. Click this button to open the selected contact. Click this button to print the selected contact. Click this button to copy the selected contact. Click this button to remove the selected contact from the opportunity. Note: This does not delete the contact from the knowledge base. It just disassociates the contact from the opportunity. Click this button to send an email to the selected contact. Click this button to open the Set Contact Role window. To add a contact role, follow these steps: 1 Click the Contact Role drop-down menu and select the role the contact has in this opportunity. 2 Click the OK button to close the Set Contact Role window. The contact role displays in the Contact Role column on the contact list. Note: Because contact roles are specific to RightNow Sales, you can add or edit a contact role only while adding or editing an opportunity. Click this drop-down menu to choose report options.
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Opportunities
To add or edit contact information

1 From an open opportunity, click the Contacts tab. 2 Click the Add button on the Contacts tab toolbar and select Add New. The New Contact window opens. Or To edit a contact for the opportunity, right-click the contact and select Open. A window containing the contacts information opens. (The contact edit window contains the same fields as the New Contact window.)
Figure 19: New Contact Window 3 Enter field information described in Table 12. Table 12: New Contact Window Description Field
Flag
Description
Click this button to add or change the priority notifications for the opportunity. Refer to the RightNow User Manual for information about flagging records.
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Table 12: New Contact Window Description (Continued) Field

*First Name *Last Name Email
Description
Type the contacts first name. Type the contacts last name. Type the contacts primary email address. Note: If the contact has multiple email addresses, click the dropdown menu and select Email Alt1 or Email Alt2 and add the contacts alternative email addresses. Type the contacts office phone number. Note: If the contact has multiple phone numbers, click the dropdown menu and select Mobile Phone, Fax Phone, Assistant Phone, or Home Phone and add the contacts other phone numbers. Click Edit to open a window for entering the contacts address. Type information in the Street, City, and Postal Code fields, and make selections from the Country and State/Prov. fields dropdown menus. When you select the country, the associated states or provinces appear in the States/Prov. menu. Close the window to display the address you entered. Click this drop-down menu and select the type of contact you are working with. Click this drop-down menu and select one or more of the following check boxes: Service, Marketing, or Sales. Click the Search button to open the Organization Search window and search for an organization to associate with the contact. If you need information about searching for an organization from the New Contact window, refer to the RightNow User Manual. Click this drop-down menu and select the salesperson who is associated with the contact. Note: This field defaults to the staff member who created the contact record. Type the contacts job title in this field.
Office Phone
Address
Contact Type *State Organization
Salesperson
Title
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Opportunities
Table 12: New Contact Window Description (Continued) Field

Login
Description
Type a login for the customer to use when logging in to the customer portal. If the customer created an account on the customer portal, this field displays the login selected by the customer. Note: This field applies only to RightNow Service. Click this field to add an SLA instance. For the steps to add an SLA instance, refer to the RightNow Service User Manual. Click this drop-down menu and select Yes if the contact wants to receive RightNow Marketing mailings. Select No if the contact does not want to receive RightNow Marketing mailings.
SLA Global Opt-in
4 Click the OK button to add the new contact record and associate it with the opportunity. For more information about contacts, refer to the RightNow User Manual.
Adding and editing opportunity notes

From the Notes tab, you can add opportunity-related details to an opportunity. You can also choose the origin of the note youre adding (phone, fax, post, web form, or email) to accurately document the origin of the note information. And you can edit notes once you add them.
Note
Notes are internal and are never sent to customers.
To add or edit a note for an opportunity

1 Click the Notes tab of an opportunity. 2 To add a note, click the Add button. An Opportunity Note header and a text area display. Or To edit a note, click Edit on the right side of the header bar.
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Adding and editing opportunity notes
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Figure 20: Opportunity Note Header and Text Field 3 Click the Opportunity Note drop-down menu and select one of the following channels where the opportunity note information originated: No ChannelThe note information originated as something other than a phone call, fax, postal mail, web form, or email. By PhoneThe note information originated as a phone call. By FaxThe note information originated as a fax. By PostThe note information originated as postal mail. By Web FormThe note information originated from a web form. By EmailThe note information originated as email.
Note
If Outlook integration is enabled, Outlook email can be appended to opportunities, contacts, organizations, and incidents in the By Email format. For information about Outlook integration, refer to the RightNow User Manual.
4 Click in the text area and type the note. 5 Click the Save and Close button to save your changes and close the opportunity. By default, the Notes tab opens with only opportunity notes displayed. If theres a contact or organization associated with the opportunity, and the Notes tab of the contact or organization record has notes associated with it, those notes can also be displayed.
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Opportunities
To view contact and organization notes while editing an opportunity

Note
To edit a contact or organization note, you must edit the contact or organization record.
1 From an open opportunity, click the Notes tab. 2 Click the View drop-down menu and select from the check boxes described in Table 13. Table 13: Notes View Description Check Box
Opportunity Notes Contact Notes
Description
Select this check box to view all associated opportunity notes. Note: This check box is selected by default. Select this check box to view all associated contact notes. Note: A contact must be associated with the opportunity for the contact notes to display. Select this check box to view all associated organization notes. Note: An organization must be associated with the opportunity for the organization notes to display.
Organization Notes
Adding and editing tasks

You can view all tasks associated with an opportunity by clicking the opportunitys Tasks tab. Although you can manually add tasks, most tasks are added automatically to the Tasks tab when a sales strategy is selected for the opportunity. Refer to Sales strategies on page 40.
Figure 21: Tasks Tab
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The Tasks tab contains a toolbar for working with the tasks associated with the opportunity. Table 14 describes the Tasks tab toolbar buttons. Table 14: Tasks Tab Toolbar Description Button Description
Click this button and select one of the following options to add a new or existing task. Add New Add Existing Select this option to add a new task to associate with the opportunity. Select this option to search for an existing task to associate with the opportunity. Click this button to open the task for viewing or editing. Click this button to print the task. Click this button to copy the task. Click this button to delete the task. Click this button to complete the task. Click this button to forward the task to the selected recipient. Click this drop-down menu to choose report options. Refer to the RightNow Analytics Manual.
To add or edit a task for an opportunity

1 From an open opportunity, click the Tasks tab.
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2 Click the Add button and select Add New to open the New Task window. Or Right-click a task on the Tasks tab and select Open.
Note
The New Task window opens with your name displayed in the Assigned field and the opportunity name displaying in the Opportunity field. The Task type field displays Opportunities because the task was created while editing an opportunity.
Figure 22: New Task Window 3 Enter field information described in Table 15. Table 15: Task Window Description Field
*Name Assigned
Description
Type the name of the task. Click this drop-down menu and select a staff account.
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Table 15: Task Window Description (Continued) Field

*Status Percent Complete Priority Due Date Planned Completion Date Completed Task Type
Description
Click this drop-down menu and select a status (Not Started, In Progress, Completed, Waiting, or Deferred). Type a value for the percentage of the task that is complete. Click this drop-down menu and select a priority (Low, Normal, or High). Click this calendar menu and select a due date. Click this calendar menu and select a planned completion date. Click this calendar menu and select the tasks actual completion date. This field contains Opportunities and is disabled since the task type is determined by the type of record you add the task from. Note: If you were adding a standalone task, the field would be empty, and if you were adding a task from any other type of record, the field would contain that record type. Type any notes about the task in this field. Note: You may need to scroll down to see this field. Click the Search button to open the Opportunity Search window, where you can associate an opportunity with the task. Click the Search button to open the Organization Search window, where you can associate an organization with the task. Click the Search button to open the Contact Search window, where you can associate a contact with the task. Click the Search button to open the Incident Search window, where you can associate an incident with the task. Click the Search button to open the Answer Search window, where you can associate an answer with the task. Click the Search button to open the Campaign Search window, where you can associate a campaign with the task.
Notes *Opportunity Organization Contact Incident Answer Campaign
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Table 15: Task Window Description (Continued) Field

Mailing Survey Document
Description
Click the Search button to open the Mailing Search window, where you can associate a mailing with the task. Click the Survey button to open the Survey Search window, where you can associate a survey with the task. Click the Search button to open the Document Search window, where you can associate a document with the task.
4 After completing the required fields, click the OK button to associate the task with the opportunity. For more information about tasks, refer to the RightNow User Manual.
Adding and editing Details tab information

By default, opportunities open with the Details tab active. Fields on this tab are used to collect additional completion and win/loss information for your opportunities and are useful for reporting purposes.
Figure 23: Details Tab
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To edit Details tab information

1 Enter field information described in Table 16. Table 16: Details Tab Description Field
Completion Data Forecast Close Date Closed Closed Value
Description
This section contains fields for selecting forecast close information and completion dates for the opportunity. To change the date the opportunity is forecasted to close, type a date or click the calendar and select a new date from the calendar. To change the date an opportunity closes, type a date or click the calendar and select a new date from the calendar. To change the closed value for the opportunity, type a new value in this field. Note: The Closed Value field is associated with the Exchange Rates calendar. After you select a date within a specific exchange period, the calendar defaults to the start date of the specific exchange period after you close the calendar. The type of currency that appears in the Closed Value field depends on your staff account settings. This section contains fields for selecting win/loss reasons for the opportunity. To change the reason an opportunity was won or lost, click this drop-down menu and make a selection. This field lets you provide additional information about why an opportunity was won or lost. If you need to change it (for example, to make the description more specific), type your changes in this field. To change the date that an opportunity was lost, type a date or click the calendar and select a new date from the calendar. Click this drop-down menu and select the competitors that were also pursuing the opportunity. Note: A check box and a radio button appear next to each competitor in the drop-down menu. You can select multiple check boxes to show that multiple competitors are involved, but you can select only one radio button to designate the primary competitor.
Win/Loss Data Win/Loss Reason Win/Loss Description
Lost Opportunity Competitors
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Table 16: Details Tab Description (Continued) Field

Other Data Date of Initial Contact
Description
This section contains fields for entering miscellaneous data about the opportunity. To change the date that initial contact was made with the customer, type a date or click the calendar and select a new date from the calendar. This field displays the source of the opportunitys creation in RightNow. Note: This is a read-only field. To change the reminder date that you should contact the customer, type a date or click the calendar and select a new date from the calendar.
Source
Recall
2 Click the Save and Close button to save and close the opportunity.
Deleting opportunities
If your profile gives you permission to delete opportunities, the Delete button is enabled on the ribbon. When you delete an opportunity, you permanently remove it from the knowledge base.
To delete an opportunity
1 With the opportunity open, click the Delete button. A message asks you to confirm the deletion. 2 Click the Yes button to delete the opportunity.
Adding opportunities
While most of your opportunities are assigned to you, undoubtedly there will be times when you need to add an opportunity to create a record of a customers inquiry. When adding an opportunity, all required fields must be filled in before you can save it, including any required fields configured by your RightNow administrator. The remaining fields on all tabs can be filled in at a later time.
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To add an opportunity
1 Click the RightNow button and select Opportunity.
Figure 24: Adding an Opportunity 2 Complete opportunity fields as described in To edit key opportunity fields on page 41. 3 To add detailed information to the opportunity, click the Details tab and complete the information as described in To edit Details tab information on page 55. 4 To add or edit contact information for the opportunity, click the Contacts tab and complete the information as described in To add or edit contact information on page 46. 5 To add or edit note information for the opportunity, click the Notes tab and complete the information as described in To add or edit a note for an opportunity on page 48. 6 To add or edit task information for the opportunity, click the Tasks tab and complete the information as described in To add or edit a task for an opportunity on page 51. 7 To add quote information to the opportunity, click the Quotes tab and complete the information as described in Chapter 6, Quotes, on page 61.
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8 To attach one or more files to the opportunity, click the Attachments tab and complete the information as described in the RightNow User Manual. 9 To view the audit log for the opportunity, click the Audit Log tab and refer to the RightNow User Manual. 10 Click the Save and Close button to save and close the opportunity.
Closing opportunities
Your ultimate goal with an opportunity is to close it, since an opportunity with a Closed status signifies an opportunity that has resulted in a sale.
To close an opportunity
1 From the opportunity, click the Quotes tab. 2 If a quote is associated with the opportunity, select the quote that resulted in a sale. If a quote is not associated with the opportunity, skip to step 4. 3 Select the Forecast check box under the Forecast column. The Rep Forecast field automatically updates to the value of the quote that was selected. 4 Click the Status drop-down menu and select Closed.
Note
The Date Closed field on the Details tab populates with the current date.
5 Click the Stage drop-down menu and select the appropriate stage. 6 If necessary, edit the Rep Forecast field so that it displays the correct value. 7 Click the Rep Commit field and select Yes. 8 Click the Tasks tab and make sure the appropriate tasks are completed. 9 Click the Details tab and complete the appropriate fields under Completion Data, Win/ Loss Data, and Other Data. Refer to Adding and editing Details tab information on page 54.
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10 Click the Save and Close button to save and close the opportunity.
Note
After changing an opportunity from an Active status to a Closed status, the opportunity no longer displays in the majority of your reports unless you filter on the Closed status type when searching.
Other opportunity actions

Besides editing and adding opportunities, you may have other opportunity management duties as well. You might, for example, want to forward opportunities to others within or outside your organization, copy an opportunity, or make the same change to multiple opportunities. Forwarding opportunitiesYou can send a copy of an opportunity to other recipients. For instance, your manager may want to see all opportunities related to a particular inquiry, or you might want another sales representative to review your opportunity data before sending a quote to a customer. For information about forwarding opportunities and other records, refer to the RightNow User Manual. Copying opportunitiesThere may be times when you need to create an opportunity that is similar to an existing one. Rather than entering all field information from scratch, just copy the existing opportunity and use it as a base for the new one. For information about copying opportunities and other records, refer to the RightNow User Manual. Updating multiple opportunitiesYou can update, forward, and delete multiple opportunities at one time rather than performing the same action on each opportunity individually. This saves time when you have several opportunities that apply to the same sales product or service. For information about performing actions on more than one opportunity at the same time, refer to the RightNow User Manual.
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6
Quotes
A big part of your role as a sales representative is preparing quotes for customers. Your RightNow administrator can create quote templates, which are then available for you to use to generate quotes. When you work on an opportunity, you complete quote information that defines products, quantities, and discounts. You select a quote template and merge it with the data you have entered into the opportunity to create a customized quote you can send to your customer. In this chapter
Preparing quotesContains the procedures to add a quote to an opportunity, add sales products to a quote, and merge opportunity and quote information into a quote template. Refer to page 63. Sending quotesContains the procedure to send a quote to a customer. Refer to page 74. Managing quotesContains the procedures to edit, copy, delete, and print a quote and describes the quote audit log. Refer to page 76.
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Preparing quotes
Before you can send a quote to a customer, you must add the quote to the opportunity, add sales products to the quote, and merge the opportunity and quote information into a quote template. Only then can you send the quote. Figure 25 shows the Quotes tab of an opportunity.
Note
A quote must always be associated with an opportunity. In order to create or edit a quote, you must first open the opportunity that is associated with the quote.
Figure 25: Quotes Tab
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Quotes toolbar
The Quotes tab contains a toolbar for working with quotes associated with the open opportunity. Table 17 describes the default buttons on the Quotes toolbar. Table 17: Quotes Toolbar Description Button Description
Click this button to add a quote to the opportunity. Refer to Adding quotes to opportunities on page 63. Click this button to open the selected quote. Refer to To edit a quote on page 77. Click this button to print the selected quote. Refer to To print a quote on page 78. Click this button to copy the selected quote. Refer to To copy a quote on page 77. Click this button to delete the selected quote. Refer to To delete a quote on page 77. Click this button to send the selected quote to the customer. Refer to Sending quotes on page 74. Click this drop-down menu to choose report options.
Adding quotes to opportunities

Adding a quote to an opportunity is the first step in preparing a quote. After you add a quote to an opportunity, you complete the quote fields, add sales products to the quote, and merge the quote data into a quote template.
To add a quote to an opportunity

1 While editing an opportunity, click the Quotes tab. 2 Click the Add New button. The New Quote window opens.
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Figure 26: New Quote Window 3 Enter field information described in Table 18. Table 18: New Quote Window Description Field/Button
*Name Status
Description
Type the name of the quote in this field. Click this drop-down menu to select the status of the quote. Default statuses are Unsent, Sent, Queued, Accepted, and Returned. Select this status for quotes that have been created but not yet sent. Note: This is the default status for new quotes.
Unsent
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Table 18: New Quote Window Description (Continued) Field/Button

Sent
Description
This status is automatically selected when a quote is sent to a customer. Note: If a quote has already been sent to a customer, you cannot edit the quote again unless your profile gives you permission. Select this status if the quote is waiting to be reviewed. Select this status if the quote has been sent and the customer has accepted it. Select this status if the quote has been returned because it needs to be renegotiated or because it was rejected by the customer. Click this drop-down menu to select a price schedule to associate with the quote. (Your RightNow administrator has added different price schedules based on your organizations needs.) When you select a price schedule, all sales products that are associated with the schedule appear in the product list below the Schedule field. If the products are organized in folders, click the plus sign next to a folder to expand it and show the products within that folder. You can then select the products to be included in the quote. After you select a schedule and one or more sales products from the product list, the sales product grid displays details about the selected sales products. Refer to Adding sales products to quotes on page 67. Note: Working with sales products in the grid modifies the products only for the quote you are editing and does not change the sales product in the product catalog. If, for example, you discount the product in the sales product grid for a particular quote, the original price is unchanged in the product catalog. This column displays the products name. This column displays the products price as it is defined in the product catalog for the price schedule you selected. This column displays the adjusted price of the product, which you can edit by selecting a product in the sales product grid and opening it.
Queued Accepted Returned Schedule
Product list
Sales product grid
Adjusted Name Original Price Adjusted Price
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Quantity Discount Total
Description
This column displays the quantity of the product included in the quote. This column displays the discount percentage applied to the sales product. This column displays the total adjusted price for the sales product, taking into account the quantity selected and the discount applied to that specific product. After a sales product has been added to the list, choose one of the following actions: OpenClick Open to open the quote product editor and make changes to the product. DeleteClick Delete to delete the sales product from the quote.
Action
Quote Total
This read-only field displays the sum of product totals for all the products in the quote. It includes the discounts applied to the specific products in the quote, but it does not include the discount for the entire quote, which you can enter in the % Discount field. Type the percent discount to be applied to the entire quote, or use the arrows to increase or decrease the value. This field displays the total price for the quote after the quote discount has been applied. Click this calendar to select the start date for the quote from the current months calendar. If necessary, use the arrows at the top of the calendar to move backward or forward by month. Click this calendar to select the end date for the quote. If the quote information has not been merged into a quote template yet, Attach Quote is active. Click Attach Quote to merge the quote with a quote template. Refer to Merging opportunity and quote data into a quote template on page 72. Note: After quote information has been merged into a quote template, this section displays the name of the quote as well as options to edit and delete the quote.
% Discount Grand Total Offer Start Date
Offer End Date Quote Document
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Notes
Description
Type a description of the quote in this field.
4 Click the OK button on the ribbon to close the New Quote window and add the quote to the opportunity. 5 Click the Save button to save the quote you just added to the opportunity.

When you add a quote to an opportunity, you must select a price schedule in the Schedule drop-down menu on the New Quote window. Your RightNow administrator added the price schedules, and each price schedule corresponds to a specific set of sales products. When you select a price schedule, the associated products appear in a product list below the Schedule field. You use the product list to select the products you want to add to the quote. Once they appear in the sales product grid on the right, you can adjust quantities and specific discounts for each product for this quote.
Note
Editing a product for this quote does not change its price in any other quote, nor does it change the price in the product catalog.
The following procedure assumes that you have already added a quote to an opportunity, but have not yet selected a price schedule or added sales products to the quote.
To add a sales product to a quote

1 While editing an opportunity, click the Quotes tab. 2 Right-click the quote you want to open and select Open. The quote editor opens.
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3 Click the Schedule drop-down menu and select a price schedule for the quote.
Note
When you select a price schedule, all sales products associated with the price schedule populate the product list below the Schedule field. You can click the plus sign next to folders to expand them. The sales product grid is located next to the product list.
Figure 27: Price Schedule Added to a Quote
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4 Double-click a sales product in the product list to move the product to the sales product grid. Information about the sales product appears in the grid. Or Drag a sales product from the product list to the sales product grid.
Note
To select multiple products before dragging, press Ctrl while making your selections.
Figure 28: Sales Product Added to a Quote 5 To edit a selected sales product in the sales product grid, right-click the product and select Open. The quote product editor opens.
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Figure 29: Quote Product Editor a Enter field information described in Table 19. Table 19: Quote Product Editor Description Field
Original ID Original Name Original Price Original Description Adjusted ID
Description
This read-only field displays the product ID. This read-only field displays the product name. This read-only field displays the price assigned to the product in the price schedule you selected for the quote. This read-only field displays the products description. Type a product ID in this field if you want to modify the original ID.
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Table 19: Quote Product Editor Description (Continued) Field

Adjusted Name Adjusted Price
Description
Type a product name in this field if you want to change the products name in the quote. Type a price in this field if you want to change the original price of the product for this quote. The value you enter appears in the Adjusted Price column on the sales product grid. Type a quantity in this field if you want to change the default value of 1. Note: Changing this field affects the value of the Total column on the sales product grid. Type a percent discount in this field if you want to change the default value of 0. Note: Changing this field affects the value of the Total column on the sales product grid. Type a description in this field if you want a description other than the original description. Type any notes about the product quote in this field.
*Quantity
*Discount
Adjusted Description Notes
b Click the OK button to save your changes, close the quote product editor, and return to the open quote. 6 Click the OK button to save your changes to the quote, close the quote, and return to the opportunity. 7 Click the Save button to save the opportunity with your changes to the quote. Now you can merge opportunity and quote data into a quote template to generate a quote you can send to the customer.
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Merging opportunity and quote data into a quote template

Now that you have added a quote to the opportunity and then added sales products to the quote, you have defined all the information necessary to generate the quote for the customer. Next, you will merge the opportunity and quote data with a quote template. When you select a quote template from the available options, RightNow Sales generates a quote you can save and send to the customer.
Note
When you add a quote to an opportunity, RightNow Sales calculates the value of the quote based on the product quantities and the discounts you entered. As a result, you already have all the information you need to present the quote to the customer verbally. If, for some reason, you do not want to use RightNow Sales to send the quote to the customer, it is not necessary to merge the data into a quote template.
To merge opportunity and quote data into a quote template

1 While editing an opportunity, click the Quotes tab. 2 Right-click the quote you want to merge into a quote template and select Open. The quote editor opens. 3 Click Attach Quote on the bottom left of the quote editor. The Select Template window opens, providing a list of available quote templates that have been defined by your RightNow administrator.
Note
If Attach Quote is not enabled, there are no available quote templates. Contact your RightNow administrator for help.
Figure 30: Select Template Window
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4 Select a quote template and click the OK button. The opportunity and quote data are merged into the quote template, and the Quote Viewer window opens with the quote displayed as a Word document.
Figure 31: Quote Viewer Window 5 To edit the document, make changes using Microsoft Word.
Note
You can make any changes you need to customize the quote document, but your changes do not modify the quote template.
6 To merge the same opportunity data into a different quote template, click the Merge button and select a new template from the Select Template window. 7 Type a name for the quote in the Custom Document Name field to ensure that the name of the quote is unique for the customer who will be receiving it. 8 Click the Save button to save the quote and return to the quote editor. The quote name appears at the bottom left of the window.
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9 Click the OK button to close the window and add your quote to the opportunity. A paper clip icon appears on the Quotes tab and in the first column of the quotes list. 10 If you want to forecast the quote to close within the specified sales period, select the Forecast check box in the Forecast column.
Note
If you select the Forecast check box, the quote amount appears in the Rep Forecast field of the opportunity. Refer to Forecasting opportunities on page 41.
11 Click the Save button to save the quote to the opportunity. After saving the opportunity, you can view the quote audit log, which contains all activities related to the quote. Refer to Quote audit log on page 78.
Sending quotes
After merging all necessary information about the opportunity into the quote template, you should print and review the quote to be sure all the information is correct. (Refer to To print a quote on page 78.) Then, when you are ready, send the quote to your customer.
To send a quote to a customer

1 From the Quotes tab of the opportunity, right-click the quote you want to send and select Send. The Send Quote window opens.
Note
The Send button is not active unless all opportunity and quote data have been successfully merged into a quote template. Refer to Merging opportunity and quote data into a quote template on page 72.
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Figure 32: Send Quote Window 2 Enter field information described in Table 20. Table 20: Send Quote Window Description Field Description
Type the email address of the contact or staff member you are sending the quote to, or click this button to open the Select Names window. Refer to the RightNow User Manual for information about selecting recipients. Note: This field is automatically populated with the primary contacts email address from the Contacts tab. Type an email address in the Cc field to send the quote to, or click this button to open the Select Names window. Note: All recipients can see the email addresses in the Cc field.
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Table 20: Send Quote Window Description (Continued) Field Description

Type an email address in the Bcc field to send the quote to, or click this button to open the Select Names window. Note: No other recipients can see the email addresses in the Bcc field. Subject Comment Opportunity Files Type the subject for the quote in this field. Type any comments in this field. Any files that are permanently attached to the opportunity are listed in this section. Select the check box next to any file attachments you want to send with the quote. Click the Add Files button to select a file to send with the quote. This action does not permanently attach the file to the opportunity. Select this check box if you want to send the quote as a PDF attachment instead of the default Word attachment. Note: If this check box does not appear, your RightNow administrator has not configured RightNow Sales to send quotes as PDF documents.
Temporary Files Send as PDF
3 Click the Send button to send the quote to the recipients listed on the Send Quote window.
Note
After a quote has been sent to a customer, the details of the quote (From, To, Cc, Bcc, Format, Attachments, Subject, and Comments) are recorded as a note to the opportunity the quote is associated with. In addition, the status of the quote is automatically set to Sent.
Managing quotes
In addition to adding and sending quotes, the toolbar on the Quotes tab lets you open a quote for editing as well as print, copy, and delete a quote. These options are also available when you right-click a quote. When a quote is open, you can view the audit log that lists all activities related the quote.
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Once a quote has been sent, you cannot edit it unless your profile gives you permission to do so. However, you can make a copy of a quote, edit the copy, and then send the copied quote to a customer.
To edit a quote
1 While editing an opportunity, click the Quotes tab. 2 Right-click the quote you want to edit and select Open. The quote editor opens.
Note
You can edit only one quote at a time.
3 Modify fields as needed. Refer to Table 18 on page 64 for field descriptions. 4 Click the OK button to save your changes to the quote. 5 Click the Save and Close button to save the quote and close the opportunity.
To copy a quote
1 While editing an opportunity, click the Quotes tab. 2 Right-click the quote you want to copy and select Copy. The copied quote appears in the quote list with a name of Copy of <quote> and its status is set to Unsent. 3 Right-click the copied quote and select Open to edit as necessary. Refer to Table 18 on page 64 for field descriptions. 4 Click the OK button on the quote editor to save your changes to the copied quote. 5 Click the Save and Close button to save the copied quote and close the opportunity.
To delete a quote
1 While editing an opportunity, click the Quotes tab. 2 Right-click the quote you want to delete and select Delete. A confirmation message opens. 3 Click Yes to delete the quote from the opportunity. 4 Click the Save and Close button to save your changes on the Quotes tab and close the opportunity.
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To print a quote
1 While editing an opportunity, click the Quotes tab. 2 Right-click the quote you want to print and select Print. The Print Dialog window opens. 3 Click File on the menu and select Print. The Print window opens. 4 Click the Print button to print the quote.
Quote audit log

All actions related to a quote are recorded to the quote audit log, which is located next to the Quote tab on the quote editor. Information on the audit log includes when the quote was created and updated, by whom, and the actions taken.
Note
Before you can see any recent actions in the Audit Log tab, you must save the opportunity the quote is associated with.
Figure 33: Audit Log Tab on the Quote Editor
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Table 21 describes the columns on the quote audit log. Table 21: Quote Audit Log Columns Description Column
When Who What
Description
This column lists the date and time the of the actions. This column lists the name of the sales rep who acted on the quote. This column lists the actions related the quote. CreatedThe first time a quote is added to the opportunity and the opportunity is saved. EditedThe quote is edited and the opportunity is saved. Forecasted/UnforecastedThe quote Forecast check box is selected or cleared and the opportunity is saved. Changed StatusThe quote status is changed and the opportunity is saved. Changed Price ScheduleThe quote price schedule is changed and the opportunity is saved. Quote Template Merged/Updated/DeletedThe quote document is merged, edited, re-merged, or deleted and the opportunity is saved.
Description
This column displays more information about the action (for example, the editor used to save or edit the quote or the price schedule the quote was set to.)
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Disconnected Access
When you are in the office, you probably use RightNow Sales in an online mode, where the application communicates with the RightNow database used by everyone in your organization. But you may still need to work with RightNow Sales when you are out of the office or if an Internet connection is not available. Disconnected access gives you this ability. Once disconnected access has been installed on your computer, you can work in offline mode, where RightNow Sales communicates with a copy of the online database that you have downloaded to your hard drive. You can then work with the offline database in RightNow Sales. Once you are connected to the online database again, you can synchronize your offline changes with the online database. In this chapter
Setting up disconnected accessContains procedures for setting up the synchronization options for disconnected access. Refer to page 82. Using disconnected accessContains procedures for synchronizing data between the online and offline databases and resolving data conflicts that can occur during synchronization. Refer to page 86.
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Setting up disconnected access

Before you can work offline using disconnected access, you need to download the online RightNow database to your computer so you can use it. And before you download the database, you can define what information you want to download during data synchronization.
Note
You need to have administrative permission on your computer as well as disconnected access permission in your profile to set up synchronization options. With disconnected access, all the necessary components are installed on your computer when you log in to RightNow.
To set up disconnected access synchronization options

1 Click the RightNow button. The application menu opens. 2 Click the RightNow CX Options button located at the bottom of the application menu. The RightNow CX Options window opens. 3 Select Offline Settings.
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Figure 34: Offline Settings

Note
The Manager Mode section in Figure 34 displays only if subordinate staff members appear under your name on the Staff Accounts tree when the pane is organized using the Accounts By Manager right-click option.
4 Enter field information described in Table 22. Table 22: Offline Settings Description Field
General Download
Description
This section lets you define the records that are downloaded to the offline database on your computer. Select the status check boxes to download opportunities having any of the selected statuses. Note: The Active status is selected by default.
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Table 22: Offline Settings Description (Continued) Field

Only download organizations and contacts assigned to downloaded opportunities or tasks
Description
Select this check box to download only the organizations and contacts associated with the opportunities or tasks that are downloaded. Note: Selecting this check box reduces synchronization time because you will not download every organization and contact in the RightNow database. Select this check box to download the incidents associated with the organizations and contacts that are downloaded. No incidents are downloaded if this check box is not selected. Note: Selecting this check box enables the Limit field. Type the maximum number of incidents you want downloaded per organization, or select the value using the up or down arrow. The Manager Mode options displays only if you have subordinate staff members in the Staff Accounts tree. Select this check box to download subordinate staff members opportunities. After selecting this check box, the remainder of the options under Manager Mode tab are enabled. Select this radio button to download all of your staff s opportunities that do not have a Dead, Lost, or Inactive status.
Download incidents associated with my downloaded organizations and contacts Limit Manager Mode Enable Manager Mode
Download all of my staff s opportunities which are not in a dead, lost or inactive state Limit the number of my staff s opportunities that are downloaded Limit
Select this radio button to limit the number of opportunities downloaded for each staff member. Select the maximum number of opportunities to download for each staff member. Note: The opportunities that were most recently updated in the online database are downloaded first. Select this check box to limit the number of downloaded opportunities. Only opportunities that were updated within the specified number of days are downloaded. Type the number of days or select a value using the up or down arrow.
Limit my staff s opportunities based on when they were last updated Only
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Table 22: Offline Settings Description (Continued) Field

Download incidents associated with my staff s organizations Limit incidents downloaded per organization Incidents per
Description
Select this check box to download all incidents associated with your staff members organizations. Select this check box to limit the number of incidents to be downloaded per organization. Select the maximum number of incidents per organization.
5 Click the Advanced Options button. The Advanced Options window opens.
Figure 35: Advanced Options for Offline Settings 6 Enter field information described in Table 23. Table 23: Advanced Options Description Field
Only download opportunities for the following quarters Only download opportunities x in the last x days
Description
Select this check box to limit the opportunities to be downloaded to the quarters you select (Last, Current, or Next). Only opportunities forecasted to close in the selected quarters are downloaded. Select this check box to limit the downloaded opportunities to those that have had a specific action taken on them within a specific time period. Select the action (created, updated, closed) and the number of days in which the action occurred.
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Table 23: Advanced Options Description (Continued) Field Description

Caution! When you click the Refresh Data button, you will lose all changes you have made to your offline database and replace them with data and settings from the online database. Click this button to overwrite your changes to the offline database with the online database. A window opens asking you to confirm that you understand your offline changes will be lost.
7 Click the OK button to close the Advanced Options window. 8 Click the OK button to save the synchronization settings and close the RightNow CX Options window.
Using disconnected access

As you know, disconnected access lets you work in RightNow Sales using either the online or offline mode. Online mode is the way you work when you are in the office and have an Internet connection. When you work in online mode, your work is saved to the same RightNow database that your coworkers and managers are also working with. When you need to be away from the office or do not have an Internet connection, you can still work in RightNow Sales in offline mode. If, for example, you are going to be traveling, you can download the online RightNow database to your computer before you go. Then you can make changes in RightNow Sales using the database that is now stored on your computer. The next time you have an Internet connection, you can synchronize the changes you made when you were offline so they will appear in the online database that everyone uses. Depending on the mode you are using, the RightNow Console status bars displays either Online or Offline to provide a visual reminder of the mode.
Note
Although all reports appear in offline mode, they may display different results than they do in online mode because not all RightNow data is synchronized. To be sure you are viewing accurate and current report data, you should review reports in online mode.
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Figure 36: Online and Offline Modes Refer to the following sections for the procedures to perform common disconnected access functions. Synchronizing data before working offline on page 87 Working in offline mode on page 88 Synchronizing data after working offline on page 88 Resolving data conflicts during synchronization on page 89 Switching between modes on page 92
Synchronizing data before working offline

When you know that you will not have an Internet connection for working in RightNow Sales, you must synchronize your online data with your offline database to ensure that your offline data is up-to-date before you start working in offline mode.
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To synchronize data before working offline

1 Click the RightNow button and select Offline>Sync Data. The Sync Data window opens and displays the progress of the synchronization between the online and offline databases.
Note
The first time you access an Offline menu option, the offline database is created on your computer.
2 To display the individual synchronization transactions as they occur, click the Details button. 3 When the status bar shows that synchronization is complete, click the OK button to close the Data Sync window.
Working in offline mode

When you work in offline mode, all data is saved to the offline database on your computer. Most of the time, working offline is the same as working online. However, there are a few differences. The major difference is that you cannot send information over the Internet in offline mode. For example, you can generate quotes in offline mode, but you cannot send them to contacts. To speed up synchronization between the online and offline databases, actions that have been made in online mode are not transferred to the offline database, so the Audit Log tab is also disabled in offline mode. Other features disabled in offline mode include the Offline>Sync Data menu option and the RightNow CX Options button, both on the application menu, as well as the Customize List feature on the navigation pane.
Synchronizing data after working offline

When you log in to RightNow after you have been working offline, RightNow Sales determines if an Internet connection is present. If it finds an active connection, you will be prompted to work in online mode. If you have changed data while you were working offline, you will be prompted to synchronize data between the offline and online databases.
To synchronize data after working offline

1 Log in to RightNow. If you are connected to the Internet, a message opens and asks if you want to use online mode.
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2 Click the Yes button to open the RightNow Console in online mode. If you have made updates while working offline, a message tells you that the offline changes must be synchronized with the online database. 3 Click the Yes button to open the Data Sync window and begin data synchronization between the offline and online databases. 4 To display individual synchronization transactions as they occur, click the Details button.
Note
If any fields in the online and offline databases conflict with each other, the Data Sync Conflict Resolution window opens. Refer to Resolving data conflicts during synchronization on page 89.
5 Click the OK button to complete the synchronization and close the Data Sync window.

During a synchronization, your offline data may conflict with online data. For example, while you were updating offline data for an existing opportunity, another staff member might have updated the same opportunity online. If a conflicting value is discovered during a synchronization, the Data Sync Conflict Resolution window opens.
Figure 37: Data Sync Conflict Resolution Window
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Table 24 describes the columns on this window. Table 24: Conflict Resolution Window Column Descriptions Column
Type Name ID Field Online Value Offline Value Set To
Description
Lists the type of record in which the conflict occurred. Record types include opportunities, organizations, contacts, and tasks. Lists the name of the record in which the conflict occurred. Lists the ID of the record in which the conflict occurred. Lists the field name within the record in which the conflict occurred. Lists the value of the field in the online database. Lists the value of the field in the offline database. Lists the value that the staff member wants the online database updated with. Note: The Set To value always defaults to the online database value and will display different options depending on the data type of the conflicting field.
If email address sharing is enabled, the conflict-resolution process for contacts is different. If you create a contact in offline mode using an email address that is not already in the offline database, but the contacts email address already exists in the online database, the new contact is created with the shared email address when you switch to online mode and synchronize the data. No data conflicts are reported. This conflict will occur only when a contact with the same email address was added to the online database while you were in offline mode. If you create a contact using an email address that already exists in the offline database, the new contact is created with a shared email address in the offline database. When you switch to online mode and synchronize the data, the new contact is created with the shared email address and no data conflicts are reported. Refer to the RightNow User Manual for information about email address sharing.
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To resolve a data conflict

1 Select the record you want to update.
Tip
Mouse over the value in the Online Value field or Offline Value field to display information such as the records ID, the date and time the record was last modified, and the staff member who modified the record.
2 Click the Set To drop-down menu and select the value you want recorded to the online database. 3 Click the OK button to record the specified value to the online database and resume the synchronization.
Tip
If you make an update to a record in offline mode, and the same record has been deleted by another staff member in online mode, the record will not be re-created in the online database during synchronization.
To notify you of any non-conflicting deletions or changes, the Data Sync Conflict Resolution window expands and displays the non-conflicting synchronization events, as shown in Figure 38.
Figure 38: Non-Conflicting Synchronization Events
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Switching between modes

There may be times when you want to switch between online and offline mode without having to log out of RightNow. For example, after you perform a synchronization, you might want to verify that data from the online database was copied to the offline database before you leave the office.
Important When you switch between online mode and offline mode, the current
RightNow Console closes and a new RightNow Console opens in the mode you switched to. This facilitates a smooth transition from one mode to the other. If there are open, unsaved records when you initiate a mode switch, you will be prompted to save the records before continuing.
To switch to offline mode

Click the RightNow button and select Offline>Work Offline. The current RightNow Console closes, and a new console opens in offline mode.
To switch to online mode

Click the RightNow button and select Offline>Work Online. The current RightNow Console closes, and a new console opens in online mode.
Note
If data has been changed in the offline database, RightNow Sales prompts you to synchronize data between the online and offline databases to keep your online database up-to-date.
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RightNow Glossary
Absolute timeAn exact date and time defined in an escalation action for business rules or a comparison period for custom reports. In standard reports, absolute time is the amount of time passed based on a 24-hour clock. See also Relative time. Access level conditional sectionA method of controlling the visibility of a portion of an answer. Only those staff members and customers with permission to view the access level assigned to the answer section can view it. Accessibility interfaceA non-graphical interface in RightNow Service that allows staff members to add and edit incidents, answers, contacts, and organizations. The interface is accessible to blind and limited-sight staff members through keystroke functionality, screen magnification, and the ability to be read aloud by screen reading software. ActionThe part of a business rule that defines what happens when an object (answer, contact, incident, chat session, opportunity, organization, target, or task) meets the rules conditions. Actions are also a part of script and workspace rules, and a component of campaigns that can perform one of several functions. Action arrowAn arrow on a workspace field or control that displays available editing options. ActivateA process that is manually run after making changes to a state, function, or rule in a rule base to check for errors, archive the current rule base, and convert the edited rule base to the active rule base. See Business rules and Rule base. ActiveOne of the default opportunity statuses and status types. An opportunity with the Active status is currently advancing in the system toward a sale. Add-inA custom .NET component that is loaded and activated by RightNow to add new features and integration capabilities. Add-In ManagerA utility for adding, updating, and deleting add-ins in RightNow. The Add-In Manager is also used to set add-in permissions for each RightNow interface. See also Add-in. Administration buttonsThe buttons on the navigation pane associated with RightNows administration options: Common Configuration, Service Configuration, Marketing and Feedback Configuration, and Sales Configuration. Clicking a button displays that options list of administration items. Administration interfaceThe graphical user interface that staff members use to configure, manage, and work with all elements of a RightNow application. See also RightNow Console. AdministratorA staff member who configures, customizes, and maintains a RightNow application.
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Administrator loginThe default login used by the RightNow administrator to log in the first time after downloading RightNow. This special login is not a defined staff account and has no profile associated with it. After logging in with the administrator login, a profile with full access and edit permissions must be created, and a staff account with that profile must be added. A navigation set, containing navigation buttons and their associated navigation lists, must be assigned to the profile in order to access all RightNow functionality. Advanced modeA survey editing mode for creating detailed questionnaires using an extended feature set that includes survey branching and automation elements. AgedatabaseA scheduled utility that operates on the knowledge base data to maintain dynamic answers and make searching more efficient for staff members and customers. AgentA staff member in RightNow Service who may be assigned incidents and chats with customers, and who may also maintain contact and organization records. Agent modeThe availability status of an agent using CTI in RightNow. Agent modes are determined by the phone switch. The default modes can be edited and renamed, and custom CTI agent modes can be added. See CTI. Agent scriptingA feature that helps guide staff members in entering information into records on workspaces. See Script.
AgingAn automatic process that reduces an answers solved count as the frequency with which the answer is viewed by customers declines. As the solved count is lowered, the answer will move down the list of answers and be less visible to customers. AliasA word that represents another word or phrase. Aliases and the words or phrases they represent can be added to the synonym list to enhance customer searching. See Wordlist file. AnchorA node on an action or decision in a campaign used to create a path. Actions and decisions have anchors for incoming and outgoing paths. Anchor also refers to a destination for hyperlinks placed at locations within documents for use in mailings and questionnaires for surveys and in answers when linking to other answers. AnswerAny knowledge base information that provides solutions to common customer support questions. Answer access levelA method of controlling what information is visible to staff members and customers. The default answer access levels are Help and Everyone, and custom access levels can be added. Answer custom fieldA field for gathering and displaying additional information about answers. Answer custom fields appear when adding or editing an answer and on the Answers and answer details pages. Answer relationshipThe relationship between two or more related answers. Answer relationship types include sibling, manually related, and learned link. Sibling and manually related answer relationships are defined by staff members. Learned link answers are automatically defined through customer activity.
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Answer statusA method of controlling the visibility of an answer. The default answer statuses are Public, Private, Proposed, and Review, and custom answer statuses can be added. Answer status typeThe status of an answer that determines whether it can be viewed by customers. The default answer status types are Public and Private. Answer typeThe format in which answers are displayed to customers. Answer types include HTML, URL, and file attachment. See File attachment answer, HTML answer, and URL answer. Answer update notificationA way for customers to sign up to be notified whenever a particular answer is updated. Customers can also sign up for notification whenever any answer associated with a specific product or category is updated. Answers pageA page on the customer portal where customers can view answers and search the knowledge base. Customers can view individual answers or search the knowledge base using selection criteria to narrow their search. If additional elements are enabled, customers can also search documents, web sites, and RightNow Community. See also Web Indexer and RightNow Community. API (application program interface)An interface that allows programmers the ability to communicate with the RightNow database. The API includes functionality to create, update, delete, and retrieve answers, contacts, hierarchical menus, incidents, opportunities, organizations, quotes, SLA instances, staff accounts, and tasks.
Application menuA list of options for working in the RightNow application, including access to other areas of the product and shortcuts to adding records and items in RightNow. The application menu also provides access to options for changing personal settings and password and customizing the content pane and navigation pane display. Staff members can also exit their RightNow application from this menu. Ask a QuestionA page on the customer portal where customers can submit a question when they cannot find an answer in the knowledge base. AudienceAll of the contacts belonging to the lists and segments associated with a mailing or survey. See also Contact list and Segment. Audit logA list of all the actions taken on a record or item in the knowledge base, including who performed the action, what the action was, and the date and time of the action. Auto filterA control added to report columns used to filter report data by values in the columns. Automatic call distribution (ACD)A telephone switch that routes incoming telephone calls, assigning them to individual extensions based on the dialed number and a set of handling rules. Automatic number identification (ANI)A service that identifies the telephone number of the caller. This information can be used to identify customers in CTI. Backup directoryThe directory that contains all the backup files created by the File Manager. Backup fileA file that is automatically saved each time a file is edited through the File Manager. Before the file is overwritten, the backup file is saved. The restore function can be used to revert to the backup file.
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Basic File ManagerThe default version of File Manager that provides access to the most commonly modified files, including the files used to modify headers and footers of the email messages, images in RightNow Chat, wordlist files, and dictionary files. See also File Manager and Expanded File Manager. Billable taskA way of classifying and recording the amount of time agents spend working on incidents. The default billable task is Miscellaneous, and custom billable tasks can be added. Block quotesA symbol or HTML tag that designates a section of text that is not part of the most current email reply, such as previous entries in the email conversation. See also Checksum and Techmail. Boolean searchingA knowledge base search that allows customers to connect multiple keywords using & (AND) and |(OR) operators. Bounced emailEmail that is undeliverable. Email can be bounced when email accounts are not functioning properly or are full at the time the mailing is sent. RightNow Marketing and RightNow Feedback track bounced emails. See also Email management. Broadcast mailingA mailing sent to one or more contact lists or segments. Broadcast mailings can be sent at a scheduled time and used in a campaign. See also Contact list and Segment. Broadcast surveyA survey sent as a broadcast mailing in which the message, audience, and mailing options are defined in the survey. BulkdelA utility for deleting several incidents at once.
Business rulesA component in RightNow for defining processes to automate workflow, notification, and escalation. Business rules can automatically route incidents, opportunities, and chat sessions; send email and marketing messages; escalate answers, incidents, opportunities, and tasks; update records; assigns SLAs; and create Offer Advisor targets. See also Script rules and Workspace rules. Cached dataReport data that has been temporarily stored in the database for quicker report generation. This data is cached nightly by the Agedatabase utility and can be purged regularly. CampaignA multiple-step marketing process based on business logic. Campaigns can contain any number of actions and decisions and move contacts through a series of steps when specified criteria have been met. CanceledA mailing and survey status that indicates a mailing or survey has been manually canceled before being completed. CategoryAn option for grouping answers and incidents that allows more precise organization in the knowledge base. Staff members can classify answers and incidents by category and up to five additional levels of sub-categories, allowing more refined searching by customers and staff members. See also Product. CertificateA digital piece of information for email and Internet security that includes the name of the certification authority, the holder of the certificate, the certificate holders public key, the dates the certificate is valid, the serial number, and the digital signature of the certification authority. Certificates are also referred to as public certificates.
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Certificate revocation listA list of certificates that have been suspended or revoked before they have expired. The certification authority maintains, updates, and publishes the certificate revocation list at regular intervals. Certification authorityA third party authorized to issue certificates and authenticate the identity of the holder of the certificate. ChannelThe source of an incoming incident (for example, email, Ask a Question, chat session, phone call, fax, or mail). Channels are also used to indicate the source of information for incident notes on the accessibility interface and contact, opportunity, and organization notes. Chart styleA collection of display settings that can quickly be applied to charts used in reports. Chart styles control most of the graphical configuration of charts. Chat agent statusA method of tracking an agents availability to chat. The default chat agent statuses are Unrestricted, Unqualified, Unspecified, In Meeting, and On Break, and custom statuses can be added. Chat agent status typeThe status of an agents availability to chat. Default chat agent status types are Available, Unavailable, and Logged Out. Chat sessionA real-time, two-way dialog between a customer and one or more RightNow Chat agents. See RightNow Chat. Chat session queueA sequence of unassigned requests for chat sessions. The default chat session queue is the RightNow Live Default Queue, and custom queues can be added. Requests are added to chat session queues automatically by business rules.
Chat session routingA process of routing customer requests for a chat to a specific queue based on rules in the Chat rule base. See Chat session queue. ChecksumA calculated value that represents the content of a block of quoted text. This value is sent within the block quote tags of the email message and is used to determine if text has been added to the original message. See also Block quotes and Techmail. Choice questionA question type that allows customers to choose their answer from a menu, radio button, check box, or list. Click-Once installerA utility used to install the RightNow Smart Client on staff members workstations. See also MSI and RightNow Smart Client. ClientThe interface that displays on a customers computer when submitting a request to chat with a RightNow Chat agent. CloneTo create an exact copy of an existing interface. ClosedOne of the default opportunity statuses and status types. An opportunity with the Closed status has resulted in a sale. Cloud monitorA component in RightNow for searching social networking sites to monitor and act on conversations about an organization and its products. See also RightNow Cloud Monitor. Cloud searchA search performed through the Cloud Monitor component that detects specific words on social networking sites such as Twitter and YouTube.
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ClusteringAn automatic process that groups the knowledge base into clusters of related answers and labels each cluster group with keywords that define those answers. See also Data mining and Topic browsing. Co-browseA feature in RightNow Chat that enables agents to guide customers through web pages using the mouse pointer to demonstrate actions. Co-browsing may also be available on the incident workspace to let customers share their desktop with agents when they are on the phone. See RightNow Chat. Color schemeA collection of colors that can be applied to chart styles. Multiple colors can be defined and combined into one color scheme. Charts that use the same scheme use the same set of colors. Comparison periodA reporting parameter used to compare a reports time period to an identical length of time in the past. Comparison periods are defined when creating or editing a custom report and can be included in standard reports. Compatibility setA set of customer portal widgets designed to be used together. Best practice recommends using widgets from the same compatibility set on any given customer portal page rather than combining them from different compatibility sets. CompetitorAn option for identifying other parties pursuing the same opportunity. CompileA process that runs the compiler engine to check states, functions, and rules within a rule base to ensure there are no errors. See Rule base and Activate. CompletedA mailing and survey status that indicates a broadcast mailing or broadcast survey has been sent. The system automatically sets the status to Completed from the Sending status.
Complex expressionA search technique that enables customers and staff to search for a broader set of content. This technique allows wildcard searching using an asterisk (*) at the end of a word or partial word and a tilde (~) before a word to perform a similar phrases search on that word only. Word stemming and logical operators are also supported. This technique is available on the RightNow Console and the customer portal. See also Word stemming and Logical operators. Computed fieldA column whose value is derived from calculations performed on database fields. Computed fields can be added to output levels in custom reports. ConditionThe part of a business rule that determines whether an answer, contact, incident, chat session, opportunity, organization, target, or task matches a business rule. Rules can contain multiple conditions. Conditions are also a part of script and workspace rules. Conditional formattingA method of highlighting specific information in report columns that does not require creating data exceptions. Conditional sectionA section of text in a document that appears only to those contacts meeting certain criteria. Conditional sections can also be placed in answers and tagged with specific answer access levels. See Document and Access level conditional section. ConferenceA feature in RightNow Chat that enables an agent to conference another agent into a chat session with a customer. Conferencing is also available in CTI, allowing multiple agents to talk with a customer. Configuration EditorThe editor for customizing configuration settings.
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Configuration settingsAll of the settings accessed from the Configuration Editor to configure and customize a RightNow interface. Configuration WizardAn interactive utility for customizing and configuring Outgoing Email, Agedatabase Utility, and SmartAssistant Response. ContactAny individual with a contact record in the knowledge base. Contact records can be added by staff members on the RightNow Console and by customers on the customer portal. Contact records are also added automatically when a customer without a record submits a question on the Ask a Question page of the customer portal. Contact custom fieldA field for gathering and displaying additional information about contacts. Contact custom fields appear when adding or editing a contact record and on the Your Account page. Contact listA static or fixed group of contacts that is used to choose the contacts who receive a broadcast mailing or survey. Contacts can be added to lists. Contact roleAn option for classifying contacts by their roles in opportunities. Contact typeAn option for classifying contacts by types, such as job positions or decision-making roles. Contact UploadAn interactive utility used for importing contact records into the RightNow database. Contact upload templateA saved format used by the Contact Upload feature to map columns in a CSV file to columns in the RightNow database. See Contact Upload. Content LibraryA component for creating content that can be used in mailings, web pages, and surveys. Content includes documents, tracked links, files, templates, and snippets.
Content paneThe area on the right side of the RightNow Console where staff members work with items selected from the navigation pane or the application menu. Content pane tabsA way for staff members to switch between the items currently open on the RightNow Console. Content pane tabs display at the top of the content pane. Staff members can click a tab to return to a report or item or rightclick a tab and select from Open in New Window, Close, Close All But This, and Close All. Context-sensitive answersA subset of SmartAssistant that allows organizations to construct special Related Answer links from any web page to provide additional information to their customers. See also Help access level. ControlA tool for placing titles, spacers, reports, and other advanced features on a workspace. Cross tabA method of displaying report data in a table format. CSV (comma-separated value)A file format with commas separating one column value from the next. Each row is delineated by a hard return. Also called comma-delimited. CTI (computer telephony integration)A data connection between telephone systems and computers. CTI screen popA computer telephony integration function that causes information related to contacts, incidents, organizations, or opportunities to be opened on staff members workstations when they answer a call.
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CurrencyA monetary denotation based on country of origin. Currencies can be defined for each country or province in which an organization does business. See also Exchange rate. Custom fieldA field for gathering and displaying additional information about answers, contacts, incidents, opportunities, organizations, sales quotes, sales products, staff accounts, and tasks. Custom fields appear when adding and editing records. Depending on the type and visibility, they may also appear on the customer portal. Custom reportA report that is created by copying and editing one of the standard reports in analytics and saving it as a new report, or by combining data from selected tables in RightNow to create a new report. Custom reports can include customized output, data computation, and scheduling. CustomerA contact or organization that has a service or purchase history in the RightNow knowledge base. Customer accountInformation consisting of a user ID and password that allows customers to access certain functions on the customer portal, such as Your Account. Customers can create an account by clicking the Sign Up link or the Your Account tab on the Support Home page. Customer accounts are also automatically created when a customer without an account submits a question, which adds a contact record to the knowledge base. Customer portalSee RightNow Customer Portal.
DashboardAny combination of individual reports shown together in one report. Dashboards enable staff members to search for and view a wide range of data from different reports without opening each report individually. Data dictionaryA list of all the available tables and fields from the database that can be used in custom reports. Functions, output variables, and computed fields can also be selected from the data dictionary. Data miningThe exploration and analysis of large quantities of data to discover meaningful patterns and rules. Data mining enables organizations to turn raw data into information they can use to gain a marketplace advantage. Data setThe database tables and table joins that determine what data can be returned in a report. Data set also consists of the database columns a segment (dynamic list in RightNow Marketing and RightNow Feedback) will have access to and what filters will be used to determine the final data set. Data typeA set of data having predefined characteristics such as strings, integers, or dates. Each column in a database table is assigned a data type. Data type also refers to the type of custom field specified when adding staff account, organization, contact, sales products, incident, answer, opportunity, sales quotes, and task custom fields. Data types consist of menu, radio, integer, date, date/ time, text field, and text area fields. DatabaseThe tables and fields that store information that is retrieved, edited, and added in a RightNow application. DbauditA utility that builds and populates the schema and performs the database portion of the RightNow upgrade. Dbaudit can also be used to view the database schema.
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DbstatusA scheduled utility that escalates incidents, answers, tasks, and opportunities based on business rules. Dbstatus also sends emails to those customers who have requested to be notified when a particular answer has been updated. See Business rules and Answer update notification. DeadOne of the default opportunity statuses and status types. An opportunity with the Dead status is no longer being pursued by a sales representative. DecisionA component of a campaign. Decisions filter contacts by specified criteria and can have Yes and No paths. DecryptionThe process of converting encrypted text into readable text using private keys assigned to authorized persons. Default directoryThe directory containing original default copies of all the files customizable through the File Manager. During an upgrade, any files that have changed will also be updated in the default directory. Using the restore function, a file can be restored to the original configuration. Default response requirementsThe maximum time allowed (in minutes) for incident response and resolution within the operating hours defined by the organization. The default response requirements are used to measure agent performance in responding to and solving incidents and can also be used as the response requirement for SLAs that do not have customized response requirements. See also SLA and Response interval. DeliverabilityThe degree to which an email message aligns with industry-accepted practices to ensure delivery to an intended recipient. Emails with low deliverability are often blocked by ISPs and spam filters.
DeployTo promote, compile, and optimize all the customer portal pages from the development folder where they are created and tested into the production folder, where they become publicly available on an organizations web site. DeprecatedA widget condition that indicates a widget has been replaced with a newer widget or different functionality. Design spaceThe section of the workspace designer where fields and controls are added, edited, moved, and removed to create a workspace. Desktop workflowA sequence of workspaces, scripts, decisions, and actions presented to staff members as a dynamic interface to support complex business processes. Dialed number identification service (DNIS)A service that identifies the telephone number that the caller dialed. This is useful if several telephone numbers are redirected to a single destination number. Disconnected accessThe mode in which RightNow Sales functions when an Internet connection is not present. When an Internet connection is not present, RightNow Sales communicates with the offline (local) database. Also called offline mode. Display positionThe position where a new answer appears on the Answers page. Options include Historical Usefulness; Place at Top, Middle, or Bottom; Fix at Top, Middle, or Bottom. The display position is selected from the answers Display Position drop-down menu. DispositionAn option for classifying and recording how incidents are ultimately resolved. Up to six levels of dispositions are available.
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Distribution listA mailing list of non-staff member email addresses used for scheduling reports or any mailing event. Docked filterA run-time selectable filter or output variable that is added to the top of a report. Docked filters let report users select different runtime filter values and output variables in the report, bypassing the Search window. DocumentThe material used in a survey, mailing, or served as a web page that can contain text, snippets, conditional sections based on contact filters, merge fields, links, and web forms. DomainKeys (DK)A form of email authentication that uses a cryptographic signature to verify that an email message originated from a specific organization. DomainKeys differs from DKIM authentication primarily by the email headers used to generate the signature. DomainKeys Identified Mail (DKIM)A form of email authentication that uses a cryptographic signature to verify that an email message originated from a specific organization. DKIM differs from DomainKeys authentication primarily by the email headers used to generate the signature. Dormant incidentAn incident that is not returned when performing word- or phrase-based searches. After remaining in the Solved status for a specified time, incidents become dormant to ensure that the knowledge base is populated with the most useful and timely information. DraftThe preliminary status of a mailing or survey. When a mailing or survey is created, it is set to the Draft status. The status will also return to Draft if the mailing or surveys schedule is canceled.
Drill downTo start at a top or general level and become more specific at each lower level. RightNows drill-down feature enables access to additional output levels in reports. Drill-down filterThe fields in an output level used to filter the data returned when drilling down to another output level. This impacts what data is returned in the drill-down level. Drill-down linkThe field in an output level that is used as a link to drill down to the next output level. Dual tone multi frequency (DTMF)The system used to identify the numbers on the telephone keypad by using two tones of different frequencies for each key. This is used by the dialed number identification service. EditorA layout format on the content pane when working with administration items. The editor contains the fields for adding and editing an administration item. Else clauseThe clause that follows the Then clause of a business rule. If the conditions of a rule are met, the actions in the Then clause are invoked. If the rules conditions are not met, the actions in the Else clause are invoked. Email address sharingA feature that allows a single email address to be shared by multiple contacts, such as members of a family or team. When enabled, a contact-matching process is used to associate records and transactions initiated by a shared email address. Email answerA feature that enables customers to email answers they are viewing to a specific email address.
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Email managementA function of RightNow that sends and receives email messages, processes bounced messages, intelligently routes incoming inquiries based on business rules, and automatically suggests answers to inquiries. Email messageAn email that is automatically sent by RightNow to customers or staff members. The sending of email messages is triggered by events in RightNow. For example, when a customer submits a question in RightNow Service, the Question Receipt message will be sent to the customers email address. Email messages can be enabled or disabled, sent in ASCII text or HTML format, and the text, headers, and footers can be customized. EncryptionThe process of translating a text message into unreadable text to ensure security. Encrypted messages may be read only by authorized persons with access to a private key that allows them to convert the message back into readable text. Enterprise AnalyticsAn enterprise-level reporting tool for viewing diverse data on large data sets, including data from external databases. EscalationA means of tracking answers, incidents, opportunities, and tasks using business rules. When a rules conditions are met, the rules engine schedules escalation to the new level. When the scheduled time (based on absolute or relative time) arrives, the rules engine sets the escalation level and takes the action specified by the rule, such as sending an email, notifying a manager, or following up with a customer. See Business rules. Even split modeA market testing mode that sends test messages to equal portions of an audience for broadcast mailings. See Market testing.
Event (Named/Exit/Finish)An action defined in a script rule or workspace rule that can be used to trigger other rules or workflow connectors. Events are defined by adding event fire actions, such as the Fire a Named Event action. Everyone access levelAn access level designed to allow answers to be visible to all staff members and customers depending on the answer status. ExceptionA method of highlighting report data that meets certain criteria. Data exceptions also allow email alerts to be sent when data in a scheduled report meets the exception criteria. Exchange rateA scale of monetary conversion from one currency to another. See Currency. Expanded File ManagerA version of the File Manager that provides additional access to the mail directory for modifying the format of email messages. See also File Manager and Basic File Manager. ExplorerA layout format on the content pane that displays a tree on the left, containing folders and other items, and a detailed list of the selected folders contents (subfolders and files) on the right. Explorers are available for certain administration items and components in RightNow. ExpressionA component of fixed and run-time selectable filters that defines a function, database column, value, or any combination of the three. ExtensionSee RightNow Dreamweaver extension. External eventA program or script that runs as the result of an event occurring in RightNow, an action specified in a business rule, or an action in a marketing campaign.
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FCRR (first contact resolution rate)A statistic that reports how often staff members or groups solve incidents with only one response. This number is displayed as the percentage of incidents solved with only one staff response. FileA file that is uploaded to RightNow Marketing for attaching as a link in a document or snippet. From the Content Library, files can be uploaded and their characteristics can be defined. File attachmentA file that is attached to an answer, contact, incident, opportunity, organization, or task, or sent with an incident response or sales quote. Files that are permanently attached to an incident or answer can be viewed by customers who view the record. Files that are sent with an incident response can be opened with the customers email client and are not permanently attached to the record. File attachment answerA type of answer that appears as a file attachment. File linkA clickable link to a file attachment that is inserted in a snippet or a document. File ManagerThe interface used to modify files for RightNow products. The File Manager is available in Basic and Expanded versions. Administrators can modify files used to customize a sites email messages, Chat images, word lists, and dictionary files. See also Basic File Manager and Expanded File Manager. Final messageA mailing format used to send the mailing as final. In broadcast mailings, final messages are sent to all audience members who have not yet received a test message. First dueA queuing pull policy that uses the incident due date or longest wait to determine which incidents or chats to retrieve from the queue.
Fixed filterA component of RightNow Analytics and RightNow Marketing and RightNow Feedback segments used to define the data set available in the report or segment. Fixed filters are statements constructed from expressions, functions, and operators, and cannot be altered when using a segment or when running a report. Flow diagramA graphical representation of a campaign, survey, or desktop workflow. Flow diagrams allow staff members to diagram the events and decisions of a campaign, survey, or business process. When a campaign or survey is launched, contacts are automatically moved through the flow based on the specified criteria. When a desktop workflow is associated with a record editor in a profile, staff members with that profile will move through the flow when opening a record of the corresponding type. See also Desktop workflow. ForecastA projection of sales revenue for an opportunity that may close in a given sales period. Foreign keyA column or columns that contain values found in a primary key of another table. Foreign keys are used to ensure relational integrity and are rarely primary keys. See also Primary key. Forward to Friend linkA link that enables contacts to forward the message to another email address. This type of link can be added to documents, templates, and snippets for use in mailings, surveys, or web pages.
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FunctionA mathematical operator that can be applied to data from database fields to modify the data that is returned in an output column. Function also refers to a container for business rules. Functions are used anywhere in a business process that dictates doing the same thing in more than one place. Functions reduce the number of rules needed by allowing the same rules to be evaluated from multiple states. See also Business rules and Rule state. Give FeedbackA link on the sidebar on the customer portal template that customers can click to submit feedback about an organizations web site, customer service, or product satisfaction. GroupA way to organize staff accounts. GroupingA method for grouping data in a segment. Filters can be used when grouping and are applied to the data after the grouping is completed. GuideInformation about a promotion generated by a marketing staff member. This information appears on the Offer Advisor window to help an agent present the promotion to a customer. Guide also refers to a collection of branching questions, responses, answers, and text explanations used in guided assistance in RightNow Service. See Guided assistance and Offer Advisor. Guided assistanceA component in RightNow Service that helps agents quickly locate answers and text explanations using branching questions to guide them to the answers they need. The answers and explanations agents find can be sent to customers in incident responses or relayed to customers over the phone. Help access levelAn answer access level for context-sensitive answers. Help answers are not visible to customers except through special hyperlinks. See Context-sensitive answers.
HiveA container in RightNow Community for storing and organizing members, groups, permissions, post templates (hive types), and comments. Hive typeA template in RightNow Community for defining the data structure of particular posts. Forums and blogs are examples of hive types. See RightNow Community. HTML answerA type of answer that appears to customers as standard HTML on the customer portal. HTML editorA WYSIWYG (what you see is what you get) editor for formatting and editing answers, mailings, campaigns, documents, questionnaires, and invitation messages in HTML without previous HTML experience. iKnowRightNows intuitive knowledge foundation that incorporates the self-learning knowledge base, customer data, and analytics to respond in an intuitive, intelligent manner when interacting with customers and staff members. See also Self-learning knowledge base. IMP (import) fileA data file with an extension of .imp that is used by the Kimport utility to map values in the CSV file to columns in the RightNow database. In MeetingOne of the default chat agent statuses. This status indicates that the agent is in a meeting and is unavailable to chat. The In Meeting chat agent status has an Unavailable status type. InactiveOne of the default opportunity statuses and status types. An opportunity with the Inactive status is no longer being pursued but could be activated at a later date. InboxAn agents personal queue consisting of all the incidents that have been assigned to the agent.
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Inbox limitThe maximum number of incidents in an agents inbox that cannot be exceeded when pulling from a queue. The inbox limit is set in the profile to which the agent is assigned. IncidentAny question or request for help submitted by a customer through the Ask a Question page, email, a chat session, site or answer feedback, or from an external source using the API. Incidents can also be added by agents when they work with customers by phone, fax, or mail. Incident archivingA process that permanently removes incidents from the database. Archived incidents are then stored in searchable data files that can be accessed from the RightNow Console. Staff members can access archived incidents once the Archived Incidents component has been added to their navigation set. Incident custom fieldA field for gathering and displaying additional information about incidents. Incident custom fields appear when adding or editing an incident and on the Ask a Question and Support History pages. Incident queueA sequence of unassigned, unresolved incidents. When an incident queue is added, it can be defined as the default queue. Incidents are added to queues automatically by business rules or manually by re-queuing and are handled in a first-in, first-out manner. Incident severityAn option for classifying and recording an incidents importance and urgency. Incident statusA method of tracking an incidents state. The default incident statuses are Solved, Unresolved, Updated, and Waiting, and custom statuses can be added. Incident status typeThe status of an incident as it moves through the system. Default incident status types are Solved, Unresolved, and Waiting.
Incident threadThe list of all activity on an incident, including the original question, agent responses and updates, customer updates, records of conversations, and staff member notes about the incident (which are not visible to customers). The incident thread lists activity in chronological order and can be filtered by thread type. IndexingA process in which the text of an answer or incident is stemmed and indexed into keywords and phrases. These keywords and phrases are used to build the answer and incident phrases tables that are used during text searching. When an answer is added or updated, the Keywords, Summary, Question, and Answer fields are stemmed and indexed to create one-, two-, and three-word phrases. When an incident is added or edited, the Subject field and incident thread are stemmed and indexed to create one-word phrases. Industry typeAn option for classifying organizations by type of industry. Information gapsA report that clusters incidents in RightNow Service and compares the topics to answer clusters, allowing organizations to pinpoint those areas (or gaps) in the knowledge base needing additional answers. Initial stateA required state in every rule base. The rules engine evaluates a new or updated object using all rules in the initial state. Unless one or more rules in the initial state transition the object to a function or different state, the rules engine stops after all the rules in the initial state have been processed. See also Rule state. InlineA method of displaying output definitions and filter definitions as lines of text in the report. See also Output definition.
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Inline editingA feature for editing values directly on a report without having to open each record to make changes. Staff members can edit individual values in one record or select several rows to change values in multiple records. Staff members must have permission in their profile to edit the specific record type, and inline editing must be enabled in the report. Inner joinA relational database operation that selects rows from two tables on the condition that the value in the specified column of the primary table is equal to the value in the specified column of the secondary table. See also Outer join. Interactive voice response (IVR)A telephone system application that allows callers to provide information (for example, incident reference numbers or organization name) to the system using either their voice or a touch-tone keypad. InterfaceThe console, windows, and pages used by staff members and customers to access a RightNow application and interact with a single knowledge base. The interface name determines the URL for the web site, the name of the RightNow executable, and the .cfg directory name. See also Administration interface. Interface ManagerA utility for managing multiple interfaces using one RightNow knowledge base. Invitation methodA way of distributing a survey: broadcast survey, transactional survey, or website link. KexportA utility for exporting either single tables or an entire database from a RightNow application.
KeywordindexerA utility that creates an index of the keywords found in incidents, answers, file attachments, and documents indexed by the Web Indexer. The keyword indexes are used when searching incidents, answers, file attachments, and other indexed documents. See also Web Indexer. KimportA utility for importing data, either single tables or an entire external database, into the RightNow database. Knowledge baseAll information (such as answers, incidents, contacts, organizations, opportunities, products, staff accounts, tasks, mailings, and campaigns) maintained and presented by RightNow in a meaningful way. Knowledge base also refers to the interrelationships among the pieces of information. Knowledge engineerThe staff member responsible for populating and maintaining the answers in the knowledge base for RightNow Service. Responsibilities may include identifying when answers should be added, editing proposed answers, and reviewing existing answers to keep them current. LangcvtA utility for changing the language pack in RightNow from English to an alternate language pack. This utility converts the message bases and prepopulated knowledge base to the new language. LanguageThe language for a specific interface that determines, in part, what answers are visible for viewing by customers. LaunchedA mailing and survey status that indicates a transactional mailing or transactional survey has been launched and can be included in a rule or campaign.
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LayoutA predefined format that can be used in custom reports to apply fonts, colors, and other display options. Layouts can also be used in dashboards to apply a predefined structure for inserting reports. LeadA potential opportunity. A lead is a contact discovered through a marketing campaign and forwarded to a sales representative through RightNow Sales. See Opportunity. Lead rejection typeAn option for classifying and recording the reasons for rejecting a lead. Leaf levelA level of product, category, or disposition that does not contain any sub-levels. Learned linkRelated answers that have a learned relationship as a result of customer activity. Live HelpA link on the sidebar on the customer portal template that customers can click to submit a request to chat with a RightNow Chat agent. Live Media barThe toolbar that displays when RightNow Chat, CTI (computer telephony integration), or both are enabled. The Live Media bar allows agents to log in, log out, set their status or mode, and manage chats or calls. Local settingsThe interface defaults in RightNow that control how and what information displays on the navigation pane and the content pane, the interface color and tint, toast notifications, and report appearance, including display and data settings and column formatting. Changes made by staff members to customize these settings affect only their workstations. In addition, staff members can return to the defaults at anytime.
Logical expressionAn expression that defines the relationship between report filters or business rule conditions. The components of a logical expression are joined using Boolean logic and can be grouped and joined with AND, OR, and NOT operators. Logical operatorsThe symbols, (+) and (), that can be used in most search techniques in RightNow Service to explicitly find answers that have a word (+) or that do not have a word (). Login windowA window for entering login name, password (if required), and site information to access the administration interface of a RightNow application. LostOne of the default opportunity statuses and status types. An opportunity with the Lost status has been lost, for example, to a competitor. MailboxAn email box specified in RightNow and dedicated to collecting email inquiries sent by customers, responses to mailings, and bounced messages. Incoming emails are processed by RightNows Techmail utility. See also Techmail. Mailer daemon (rnmd)A utility that monitors RightNow Marketing and RightNow Feedback, listening for requests from other components to start the email process. The mailer daemon is installed during the initial installation and can be configured to send messages in the most efficient manner for an organization. MailingA collection of one or more messages sent to one or more contacts. A mailing can contain multiple messages for testing purposes. Mailing statusA method of tracking the state of a mailing. The default mailing statuses include Draft, Launched, Scheduled, Preparing to Send, Sending, Suspended, Suspended by Error, Canceled, and Completed.
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Manual policyA pull policy that enables agents to manually pull incidents into their inbox from any queue designated in their profile. Manually related answerA relationship between two or more answers manually defined by a staff member. Market testingA method for testing different message formats in mailings on a percentage of the audience before launching a final email. Market testing is available in even split and sampling modes. See Even split mode and Sampling mode. MaskA defined pattern that determines the format of information that can be typed in a field. Matrix questionA question type for displaying a series of survey questions in a table. Matrix questions are useful when a group of questions can be responded to with the same set of answer choices. Merge fieldA field that looks up contact information and inserts it in the text of a document, snippet, or mail attributes of a mailing. Merge field also refers to a database field that can be inserted in quote templates and merged with opportunity data. Merge fields act as variables and are visible on the Quote Template ribbon when creating quote templates. Merge reportA report that can be included in marketing and survey content that dynamically limits the data returned so that customers see only their own information. For example, if the report lists contacts and their open incidents, customers see only their own open incidents. MessageAn email consisting of a collection of HTML, text, and images in a particular format.
Message baseAn editable text string that allows international language support and customization of headings, labels, buttons, and other text on the administration interface and customer portal and in email messages and notifications. Message Base EditorThe editor used for customizing the message bases, including all the headings, labels, buttons, and other text on the administration interface and customer portal. MonitorA feature in RightNow Chat that allows a supervising agent to monitor the chat sessions of other agents and to intervene when necessary. MsgtoolA utility for creating a configuration report for a RightNow site, or for changing configuration settings when an error has been made in one of the settings that subsequently locks staff members out of the Configuration Editor. MSI (Microsoft Installer)An interactive utility used to install the RightNow Smart Client on staff workstations. The installer can be used as an alternative to the Click-Once installer for organizations that use free-seating with roaming profiles, require a fully automated distribution system, or restrict the administrative permissions on staff workstations. See also Click-Once installer and RightNow Smart Client. Multi-selectA feature for updating more than one record at a time. MultilineA method of displaying report data grouped under headings based on common values in report columns.
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Natural languageAny approach that accepts and correctly handles human language. For example, English, French, and Japanese are natural languages, while computer languages, such as FORTRAN and C, are not. RightNow Service provides natural language technology for searching the knowledge base. Navigation buttonsThe buttons on the navigation pane associated with record types and components. Clicking a button displays that record type or components navigation list. Navigation listAll the reports, folders, and items associated with a specific record type or component in RightNow. Navigation lists are organized in a tree on the navigation pane. Navigation paneThe area on the left side of the RightNow Console where staff members select items and change navigation lists and administration options. What appears on the navigation pane depends largely on the permissions in a staff members profile and which navigation or administration button is active. Navigation setAny combination of navigation lists and their associated navigation buttons. Staff members are assigned a default navigation set in their profile. Normalized URLA URL that has been reformatted to ensure that documents that are referred to by multiple URLs will be indexed only once. Normalization may include reformatting domain names (for example, removing capital letters) or removing query parameters. NoteInformation that can be added to campaigns, contacts, documents, mailings, opportunities, organizations, and surveys for internal reference. Notes can also be added to incidents in the incident thread.
NotificationA message that notifies appropriate staff members about incidents, answers, mailings, campaigns, opportunities, and system errors. See also Answer update notification. ObjectThe specific answer, contact, incident, chat session, opportunity, organization, target, or task that is evaluated by the rules in the objects rule base. See also Object class. Object classA grouping of database entities, including answers, contacts, incidents, chat sessions, opportunities, organizations, targets, and tasks, for which business rules have been defined. Each object class has a separate rule base for evaluating objects. OfferA promotion developed by marketing personnel or a product suggestion generated automatically by Offer Advisor that is presented to a customer by an agent. Offer AdvisorA feature in RightNow Service for creating and presenting promotions to customers and for making automatic recommendations based on customer attributes and purchase history. Offline modeThe mode in which RightNow Sales functions when an Internet connection is not present. In offline mode, RightNow Sales communicates with the offline (local) database. Also called disconnected access. See Disconnected access. On BreakOne of the default chat agent statuses. This status indicates that the agent is on break and is not available to chat. The On Break chat agent status has an Unavailable status type. Online modeThe mode in which RightNow Sales functions when an Internet connection is present. In online mode, RightNow Sales communicates with the online (remote) database.
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Operating systemThe program that, after being initially loaded onto the computer by a bootstrap program, manages all other programs in a computer. UNIX, Windows, VMS, OS/2, and AIX are all examples of operating systems. OperatorA symbol or word that represents a mathematical or logical action that can be applied to a condition or value. OpportunityInformation about a specific sale or a pending deal that is tracked and maintained in the knowledge base. Opportunity custom fieldA field for gathering and displaying additional information about opportunities. Opportunity custom fields appear when adding or editing an opportunity. Opportunity statusA method of tracking an opportunitys state. The default opportunity statuses are Lead, Reject, Active, Closed, Lost, Inactive, and Dead. Custom statuses can also be added. Opt-inThe explicit granting of permission by a contact to receive email communications from an organization. Opt-ins can be specific to certain mailing lists or applied globally across all mailing lists. Opt-outAn explicit request by a contact to be removed from a specific mailing list or from all lists, most often communicated by email or web form. Also called Unsubscribe. OrganizationAny company, business unit of a large company, or government agency that has an organization record in the knowledge base. Organization address typeA way of storing multiple addresses for a single organization. The default organization address types are Shipping and Billing, and custom address types can be added.
Organization associationA feature for associating a contact with a specific organization. Organization association links the incident and opportunity history of the contact and organization. Organization custom fieldA field for gathering and displaying additional information about organizations. Organization custom fields appear when adding or editing an organization. Organization hierarchyA feature for creating or changing the hierarchy of organizations. A hierarchy can be created by making one or more organizations subordinate to another organization. Twelve hierarchy levels can be used. Outer joinA relational database operation that selects rows from two tables regardless of whether the specified columns contain corresponding values. An outer join will return all rows from the primary table and any rows from the secondary table where the value in the specified column of the primary table is equal to the value in the specified column of the secondary table. See also Inner join. Output definitionA description of a report that can be viewed when generating a report or when mousing over the report title and columns. Output definitions are predefined for all standard reports and can be defined when creating a custom report. Output levelA distinct section of a report that outputs report data. Reports can have multiple output levels, each of which can have their own filters, groupings, data exceptions, headers, footers, and descriptions. Output levels in a report are related through drill-down links and drill-down filters. PageA web page or a customer portal page in a RightNow Service application.
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PathThe connector between items in a campaign flow diagram. A path can be one of four types (Standard, Submit, Yes, or No) and can connect two actions or an action and decision in campaigns. See also Action and Decision. Personal settingsAn option in RightNow that allows staff members to change settings in their staff account and certain settings that apply to the interface defaults in RightNow. Settings defined in staff accounts that can be changed include default currency, default country, time zone, and email notifications. The staff account settings changed from the Personal Settings option will also be made to the corresponding settings in the staff account. PipelineCalculated revenue that has not yet been acquired but is forecasted to close in a specified time period. Preliminary screen popThe toast notification that displays when an incoming chat request or call in CTI (computer telephony integration) is received. The preliminary screen pop displays as a two-column table that allows agents to view information about the chat request or call before accepting or declining the request. Preparing to SendA mailing and survey status that indicates a broadcast mailing or broadcast survey is about to be sent. Price scheduleAn option for creating various pricing levels that can be assigned to sales products. Price schedules allow the same product to have different prices, such as wholesale and retail prices.
Primary keyA database table column that is indexed to enforce a unique constraint, meaning that a given value cannot appear more than once in the column. This column is used to uniquely identify each record in the table. Primary keys are often the target of a foreign key in a different table. See also Foreign key. PriorityA ranking that defines the order in which RightNow Service pulls incidents from multiple queues. The priority ranking also identifies which queues agents can retrieve incidents from. PrivateOne of two default answer status types. Answers marked Private are never visible to customers. See Answer status type. Private branch exchange (PBX)A telephone switch that is owned and operated by a private party. Private keyA password-protected key used by the holder to create digital email signatures and decrypt messages that were encrypted using the holders associated public key. Privileged access answersAnswers that are assigned a custom access level for viewing by certain contacts and organizations assigned to the appropriate service level agreement. See SLA. ProductAn option for grouping answers and incidents that allows more precise organization in the knowledge base. Staff members can classify answers and incidents by product and up to five additional levels of sub-products, allowing more refined searching by customers and staff members. See also Category. Product catalogThe list for organizing sales products.
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Product linkingAn option for linking products to categories and products to dispositions so that category and disposition choices are narrowed to only those associated with the selected product for staff members working with incidents and customers searching on the customer portal. Professional ServicesServices provided by RightNow Technologies, including training, support, and consulting. ProfileA mechanism for controlling access to administration functions and for assigning staff members specific permissions, default workspaces, a default navigation set, and report access. PromotionA specific message (for example, a discount, renewal notice, or announcement) delivered to a specific group of customers using Offer Advisor. Promotions are generally created by marketing staff members and presented to customers by agents. See Offer Advisor. ProofA way to review the content of a mailing or survey to ensure the message is approved by the necessary contacts and staff members and as a final check for any mistakes. Proofs can be sent to a proof list or group of staff members who, in turn, can accept or reject the proof. Proof listA group of contacts, either internal or external, who review mailings and surveys before they are finalized. Propose answerA function for proposing that an incidents solution be added to the answers available to customers. The proposed answer is reviewed by the knowledge engineer, who determines if it should be made public and, if so, its access level, status, language, and visibility.
ProposedOne of the default answer statuses. This answer status indicates that the answer has been proposed by a staff member from an incident. Answers with a Proposed status are not visible to customers. See Answer status. PublicOne of the default answer statuses and status types. Answers marked Public may be visible to customers depending on their access level and language. See Answer status and Answer status type. Public keyPublic information that may be attached to email messages to allow those who reply to the message to encrypt their response. The public key also verifies that the digital signature was created with the associated private key, thereby ensuring the integrity and authenticity of the message. Public keys are often referred to as public certificates, although certificates hold additional information besides the public key. Publish reportA method of preserving a reports graphical and tabular output as a snapshot. Once a report is published, it cannot be modified and the report data will remain unchanged even as the knowledge base is updated. Pull policyThe method for determining which queues agents can retrieve incidents or receive chat requests from and in what order. Pull policies include Strict Priority, Manual, and First Due. Pull quantityThe specified number of incidents to be retrieved from the queue at one time when an agent pulls incidents. QuestionThe main element in a survey. Text, choice, and matrix question types can be created. Questions can be used in multiple surveys, mixing and matching as necessary. See Text question, Choice question, and Matrix question.
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QuestionnaireThe complete set of questions and all the pages in a survey. Using the HTML editor, staff members can create dynamic surveys using a graphical interface to add questions and create survey branches based on how customers answer. A questionnaire must be created for each survey. QueueSee Incident queue and Chat session queue. Queued reportA report that has been manually or automatically scheduled to run in the background after the reports search criteria is entered. When a queued report has been generated, a toast notification displays with a link to open the report. Quick Access toolbar (QAT)One or more buttons used as shortcuts to commands on the ribbon. The initial set of buttons on the Quick Access toolbar is specified by what is displayed on the content pane, but staff members can customize the toolbar to add frequently used buttons. By default, the Quick Access toolbar appears above the ribbon. Quick SearchA component in RightNow used to search for records and files when only limited information is known. Quick Search can be used to search the knowledge base no matter what navigation list is displayed or what is open on the content pane. RightNow contains a number of default Quick Search reports, and other reports can be added to the Quick Search button in navigation sets. QuotaThe revenue goal assigned to a sales representative during a specified time period, such as month or quarter. QuoteA formal price assigned to a sales product for a particular customer during a sales period. Quotes also include any discounts applied as well as the valid dates for the quote.
Quote templateA template defined for a specific type of sales quote. Quote templates are used when generating a quote for an opportunity. See also Quote. Record poolThe memory space used to temporarily store all records loaded in a single desktop workflow session. See Desktop workflow. Record tabsAll the tabs associated with the open record on the content pane. Each tab contains fields and options for adding and updating record information. Reference implementationThe standard set of files used to create the default RightNow Customer Portal as it exists without customization. Regular expressionA combination of operators and character strings used to define a search field or a condition statement in a business rule. RejectOne of the default opportunity statuses and status types. A lead with the Reject status has been rejected by a staff member. Related answersA feature that assists customers in finding answers to questions related to the current session history. Related answers appear on the bottom of the answer details page and are sorted by relatednessthose answers that appear at the top of the list are most related to the answer being viewed. Relationship itemA control used to create workspaces. Relationship items can include lists of records as well as other information such as audit logs and file attachments.
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Relative timeThe number of hours from a specific event or time, such as two hours from the time an incident was created. Relative time is used in business rules and custom reports. In standard reports, relative time is the amount of time passed based on an organizations work hours. See also Absolute time. Relative valueA field value set by a workflow, script rule, or workspace rule that adds or subtracts, or appends or prepends, a value to the fields previous value (for instance, increasing the value of an integer field by 1). ReportAny standard report, custom report, or list of records accessed from a navigation list on the navigation pane. Standard and custom reports can also be accessed from the Reports explorer. Report controlA control that inserts a report into a workspace. Report linkingA feature in RightNow Analytics for creating links between reports. Linked reports and dashboards can be seamlessly opened from other reports, just as report levels can be opened from other levels in the same report. Both conditional and unconditional links can be created. Report scheduleAn option for subscribing to a standard or custom report. Staff members can schedule the report to be sent to an individual staff member, a group of staff members, a distribution list, an external email address, or any combination of these options. Report sectionA section of an output level that contains a component of the reports output, such as a title, chart, or tabular data. ReportgenA scheduled utility that sends out scheduled reports. See Report schedule and Scheduled report.
Re-queuingThe action of moving an incident from an agents inbox into a queue. Resolution timeThe maximum allowable time (in minutes) set by a service organization for resolving incidents. See also Default response requirements. Response intervalDefines when a service organization makes itself available to respond to and solve incidents on a daily basis in RightNow Service. Days and hours can be specified. See also Default response requirements. Response requirementsThe maximum time allowed (in minutes) in RightNow Service for incident response and resolution associated with a particular SLA. See also Default response requirements and SLA. Response timeThe maximum allowable time (in minutes) set by a service organization for initially responding to new incidents. See also Default response requirements. Result groupingA feature in a report definition for selecting fields to group data by. Result grouping provides a more organized view of a report. Multiple levels can be defined for result grouping. The more levels used, the finer the detail will be. ReviewOne of the default answer statuses. This status can be used to notify the knowledge engineer when a public answer needs to be reviewed. See also Answer status. RibbonAll the tabs and buttons for taking actions and performing functions on an entire report, individual records in a report, or items in an explorer tree or list. The buttons on each tab are grouped by related functions, and each group is labeled. The tabs and buttons on the ribbon change based on what is displayed on the content pane.
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RightNow AnalyticsA business analytics software that provides organizations with full visibility into all of their customer touch points across service, marketing, feedback, and sales. RightNow buttonThe button on the top left of the RightNow Console for accessing the application menu. RightNow ChatA component in RightNow Service that provides customers with access to chat agents for questions and issues that require human interaction. RightNow Cloud MonitorA monitoring tool for gathering and acting on information about an organization and its products that appears on social networking services such as Twitter and YouTube. RightNow CommunityAn online customer community solution for letting customers connect, discuss, and contribute through forum discussions, question-and-answer sessions, resource libraries, and suggestions for service improvements. RightNow ConsoleThe administration interface for working in RightNow. Staff members can work with records and components, generate standard reports and create custom reports, access their notifications, and work in RightNow Chat from this console. The RightNow administrator can also configure and customize the RightNow application from this console. RightNow Customer PortalThe web site interface that customers access for customer support. The customer portal is integrated with RightNow Service so customers can query the knowledge base for answers, ask questions, provide feedback, manage their customer account, and request chat sessions. It consists of a standard set of files that can be customized, uploaded, and deployed to make the site available to customers.
RightNow Dreamweaver extensionA plug-in developed by RightNow Technologies for the Adobe Dreamweaver software application. The RightNow Dreamweaver extension provides the ability to quickly add widgets, define page attributes, and insert RightNow variables into customer portal pages that are developed in Dreamweaver. RightNow FeedbackA customer survey tool for gathering information about customers experiences with an organization. With a wide range of customization and formatting options, questions types, and full analytics for efficient reporting, surveys provide organizations with a flexible method of tracking customer satisfaction. RightNow MarketingAn email and campaign solution for delivering personalized, richly formatted email communications to targeted segments of customers and prospects and for launching fullscale marketing campaigns. RightNow SalesA sales automation solution that enables sales representatives to easily manage and track all opportunity, organization, and contact information and track all quote interactions in one consolidated application. RightNow ServiceA customer service and support solution that intelligently assists both customers and agents with inquiry resolution across traditional and online channels. RightNow Service assists customer service and support organizations that need to easily capture, respond to, manage, and track all service interactions in one consolidated application.
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RightNow Smart ClientRightNows webbased software that allows local applications to interact with the server-based applications. The RightNow Smart Client can be installed on staff workstations using the Click-Once or MSI deployment method. See also Click-Once installer and MSI. RightNow WirelessThe interface for accessing RightNow Service from a wireless phone or any device with a WAP (wireless application protocol) browser, such as a PDA (personal digital assistant). RolloverA method of displaying additional report details by mousing over data described in the reports output definition. RollupA method of displaying report data that groups records together by specific fields. The grouped records are displayed under headings that can be expanded or collapsed to display or hide the records under the heading. Root certificateA self-signed certificate generated by a party that signs other public certificates. Certification authorities may authorize other entities to issue certificates. The root certificate belongs to the top-level certification authority. Round-robin queueA type of incident queue in which unresolved incidents are automatically assigned to agents in a rotating fashion. RPA (responses per assignment)A statistic that calculates the average number of times a staff member or group responded to each incident. RSS (Really Simple Syndication)The primary standard used for the syndication of web content. RSS is an XML-based format used primarily for distributing news headlines on the Internet. RightNow contains an RSS cloud monitor so staff members can monitor RSS feeds for content. See RightNow Cloud Monitor. RuleSee Business rule.
Rule baseAll rules, states, functions, and variables associated with a particular object class (answers, contacts, incidents, chat sessions, opportunities, organizations, targets, and tasks) in business rules. Rule logA feature for viewing the rule or rules that have fired against a specific answer, contact, incident, opportunity, organization, or task. See also Business rules. Rule stateA container for business rules. Every rule base must contain an initial state, and states can be added to handle all stages of object processing. Rules in the initial state can transition objects to other states in the rule base. See also Initial state. Rules engineThe software that evaluates objects to determine if they meet the conditions of any rules in the rule base and then executes the actions defined in the rules. Run-time selectable filterA component of RightNow Analytics that defines the initial data set available in the report and allows staff members and customers to customize the data returned. Run-time selectable filters are statements constructed from expressions, functions, and operators, and can be customized when running a report. S/MIME (Secure Multipurpose Internet Mail Extensions)A standard for sending secure email messages that can verify the senders identity. S/MIME emails can be encrypted for security and signed to verify authenticity. Safe modeA login method that allows staff members to log in to RightNow without activating add-ins. Safe mode is available after malfunctioning add-ins have prevented administrators and staff members from logging in. See Add-in.
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Sales periodThe period of time used to track the revenue goals assigned to each sales representative. The default sales periods are annual, semiannual, quarterly, monthly, and weekly. Sales productAn option for identifying items or services sold by an organization. Sales products can be added to quotes and promotions. Sales products custom fieldA field for gathering and displaying additional information about sales products. Sales products custom fields appear on the Details tab of the Sales Products editor. Sales quotes custom fieldA field for gathering and displaying additional information about sales quotes. Sales quotes custom fields appear when sending a quote with an opportunity. Sales representativeA staff member who may be assigned opportunities and who may also maintain contact and organization records. Sampling modeA market testing mode that sends test messages to a specified percentage of the audience. After determining the most effective message, a final message can be sent to any audience members who did not receive a test message. See Market testing. ScheduledA mailing and survey status that indicates a broadcast mailing or broadcast survey is ready to be sent and will be emailed at the scheduled send date and time. Scheduled reportA report that is sent as an HTML email or HTML email attachment to staff members, distribution lists, or external email addresses at specified times. Scheduled reports can also be sent when alerts defined in data exceptions are triggered.
SchemaThe structure of a database system described in a formal language supported by the database management system. In a relational database, the schema defines the tables, the fields in each table, and the relationships between fields and tables. ScoreA calculated value that ranks the order of displayed answers. An answers score is determined by its solved count and any display position that was set when the answer was added or updated. Score also refers to the relative weight assigned to each choice in a choice question for surveys. Score values can be used for survey calculations to trigger rules or campaign actions based on a contacts answers and also for reporting purposes. Screen popSee CTI screen pop and Third-party screen pop. ScriptA control that can be added to a custom workspace to help staff members enter record information in a logical order. Scripts can contain multiple pages with fields and other controls as well as branching logic to guide staff members to different pages based on actions they take on a script page. Script rulesA type of rule used to trigger actions, such as setting the value of a field, on script pages when specified conditions are met. Search and selection criteriaThe run-time selectable filters and sorting options that can be defined when searching for a particular record. See also Run-time selectable filter.
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Search indexA matrix that includes a list of important words within a document and their document of origin, allowing efficient searching. In some cases, the matrix is a database table. In other instances, the matrix is a file stored on a hard drive. For a word or phrase to be searchable within an incident, answer, file attachment, or external document, it must first be indexed. Secure emailIncoming and outgoing email that has authenticity (the sender is who it appears to be), integrity (content has not changed during transmission), and privacy (only the intended recipient can read it). SeedingThe initial set of answers in the knowledge base. SegmentThe criteria for creating dynamic lists of contacts based on user-defined filters. Multiple filters can be created and logical expressions can be used to create the exact data set needed to target contacts. Once a segment is created, it can be used in broadcast mailings and surveys and the group of contacts will be constantly adjusted and updated as they meet or fall outside of the segments requirements. Self-learning knowledge baseThe automatic generation of self-service content based on customer interactions so that the most pertinent information is presented. See also iKnow and Knowledge base. Sender IDA form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization. Sender ID differs from SPF authentication primarily by the components of the email used to authenticate the message.
Sender Policy Framework (SPF)A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization. SPF differs from Sender ID authentication primarily by the components of the email used to authenticate the message. SendingA mailing and survey status that indicates the broadcast mailing or broadcast survey is currently being sent to contacts. The system automatically sets the status to Sending after the mailing or survey is done being prepared to send or at the scheduled date and time. Service level agreementSee SLA. SessionThe period of time a customer spends looking for a satisfactory answer to a question. The end of a session generally occurs when a customer closes the browser or leaves the interface or when a specified time period elapses. Session trackingA feature that tracks a customers current session history. That is, the pages on the customer portal that the customer clicked before submitting a question. SharingThe process of sharing contacts, tasks, or both between Microsoft Outlook and RightNow. All sharing functions are initiated from Outlook. Sibling answerRelated answers that share the same product or category. Sibling answers may also contain the same file attachments.
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SLA (service level agreement)A contract that is applied to contacts and organizations specifying the level and type of customer service they are eligible to receive. Generic SLAs are created by administrators, and SLA instances are applied to specific customers, either automatically through business rules or manually by staff members. SLA instances are called service contracts on the customer portal and can be accessed from the Your Account page. See also Default response requirements. SLA instanceA customers individual copy of an SLA. An SLA is a generic contract that has not been applied to a specific customer. An SLA instance is a copy of the generic SLA applied to a specific customer. SlicingA method of grouping tabular report data by a common element. When slicing, a common value in a field can be chosen and only those rows that have that value will be returned in the report. Other slice groups can be selected from links or a tree element. Smart MergeA feature in RightNow Service that allows staff members to merge similar answers in the knowledge base to provide more meaningful answers to customers and to reduce answer duplication. SmartAssistantRightNow technology that uses business rules to automatically suggest possible answers to customers email questions and Ask a Question queries. Staff members can use SmartAssistant to search for answers in the knowledge base that are related to an open incident or a current chat session. See also Suggested answers.
SmartSenseRightNow technology that estimates a customers emotional state or attitude based on the words and language the customer uses when submitting a question in RightNow Service. SmartSense also rates the incident responses sent by agents. The SmartSense ratings for both customer and agent appear wherever they have been placed on the workspace. In RightNow Feedback, SmartSense evaluates text questions submitted by customers in surveys. SnippetAny text or part of a document that can be used in more than one document. Snippets can be added to documents from the Content Library component. Soft phone functionsStandard telephone functions such as receiving, transferring, and conferencing. See CTI. SolvedOne of the default incident status types and incident statuses. An incident marked Solved has been resolved. Solved countThe method for determining where an answer will display in the list of answers. The most useful answers (those with the highest solved count) are pushed to the top of the list, while those with the lowest ratings are moved down on the list. When a customer clicks one of the options in Was this answer helpful? on the answer details page, it directly affects the solved count. The solved count is increased for answers that are viewed, and the last answer viewed has a higher solved count than answers viewed earlier in the same session. The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customers question.
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Sort orderThe sort order of a reports output columns. The default sort order is defined when generating a report and can be modified when running the report. SpacerA control that is manually added to a workspace to maintain the row and column arrangement when fields and controls are moved and removed or to create white space in a workspace. SpiderSee Web spider. SSL (secure sockets layer)An industry standard for secure Internet-based transfer of information. Staff accountThe settings for a staff member authorized to access a RightNow application, including login name, password, profile, group assignment, and email information. Staff account custom fieldA field for gathering and displaying additional information about staff members. Staff account custom fields appear on the Details tab of the Staff Accounts editor. Staff memberAny employee with a staff account and profile authorized to access a RightNow application. StageThe level of completion of a particular opportunity within a specific strategy. Tasks can be defined within a stage and can be required to be completed before the opportunity can move to the next stage. See Strategy and Task. Standard reportsThe complete set of predefined reports available in RightNow. Standard reports can be copied and used to create custom reports.
Standard textAny text or response prepared in advance that can be sent to customers when responding to incidents, appended to responses by a business rule, or sent by an agent during a chat session. Also called standard response. StateA field that classifies how contacts and organizations were added and what actions have occurred since their creation. The State field is automatically populated when a contact or organization record is added or updated, and staff members can also manually update the State field. State field options include Service, Sales, Marketing, and any combination of the three. State also refers to the current stage of an object in rules processing. See Rule state. StatusThe current state of an answer, incident, mailing, opportunity, survey, or task. See Answer status, Incident status, Mailing status, Opportunity status, Survey status, and Task status. Status typeThe current state of an answer, incident, or opportunity. Default answer status types are Public and Private. Default incident status types are Unresolved, Solved, and Waiting. Default opportunity status types are Active, Closed, Dead, Inactive, Lead, Lost, and Reject. StopwordA word that is not included in the keyword indexes in RightNow Service and is not searchable as a result. Pronouns, articles, and adverbs are common stopwords. StrategyA sales plan defined by an organization that includes stages and associated tasks that must be completed in order for opportunities to move through each stage. Strategies allow organizations to define multiple sales plans based on their business processes and help ensure that policies and procedures are enforced.
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Strict priorityA pull policy that defines the order in which the system pulls incidents or chats from multiple queues. The strict priority ranking also identifies from which queues agents can retrieve incidents. StyleAll of the specifications that can be defined for presenting graphical and tabular data in a report, including fonts, colors, and borders. Suggested answersThe list of answers from the knowledge base that is returned when SmartAssistant is invoked, either by staff members working on incidents or engaged in chat sessions or through business rules that append answers to email questions and Ask a Question queries from customers. See also SmartAssistant. SuggestionA product recommendation automatically generated by Offer Advisor using a predictive model based on customer purchase history. Support HomeThe entry page on the customer portal that contains links to the main functions in RightNow Service. This page provides customers with quick access to the tools they need to answer their questions and receive immediate customer service. SurveyA method of gathering customer responses and feedback. Surveys can be sent as mailings, served as a web page, or sent as events triggered by a campaign or business rule. See RightNow Feedback. Survey statusA method of tracking the state of a survey. The default survey delivery statuses include Draft, Launched, Scheduled, Preparing to Send, Sending, Suspended, Suspended by Error, Canceled, and Completed. SuspendedA mailing and survey status that indicates a mailing or survey has been temporarily suspended from the Sending or Launched status.
Suspended by ErrorA mailing and survey status that indicates a transactional mailing or transactional survey encountered an error and has been temporarily suspended. SynchronizationThe process of collecting and combining records from online and offline databases to ensure data is consistent between both databases. Also called sync. See also Offline mode and Online mode. Syndicated widgetA customer portal widget that can access the RightNow database from any external web page. The code used to place the syndicated widget on a web page is available in the tag gallery. See also Tag gallery. Table instanceA component of a data set that specifies the database tables that data can be selected from and how database tables are joined in a report or segment. Tag galleryA reference site that provides information about all standard, custom, and syndicated widgets, including a preview of each widget, a description, a list of attributes, and other information that impacts the widgets functionality. The tag gallery also contains information about page tags, widget and page meta tags, and business objects. TargetA specific group of customers sharing common characteristics to whom a promotion is presented. A customer may belong to more than one target. Target ruleA type of business rule that has the sole purpose of creating a target consisting of contacts who meet the conditions established by the rule.
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TaskAn action or activity scheduled to be completed within a specified time. Tasks can be standalone, or they can be associated with answers, campaigns, contacts, documents, incidents, mailings, opportunities, organizations, surveys, and stages in a sales strategy. Task custom fieldA field for gathering and displaying additional information about tasks. Task custom fields appear when adding or editing a task. Task inheritanceA feature for linking a tasks assigned staff member, contact, or organization to the equivalent value in a record associated with the task. Task statusA method of tracking a tasks state. The default task statuses are Not Started, In Progress, Completed, Waiting, and Deferred. TechmailA scheduled utility that retrieves mail from specified POP3 mailboxes. RightNow Service processes some of the mail into new incidents and routes the incidents using business rules (depending on settings). RightNow Marketing and RightNow Feedback process bounced messages to assist in tracking incorrect email addresses. TemplateA structured format used in a document in which specified sections are locked and cannot be edited and a section is open for customized content. Templates can be added from the Content Library component. The customer portal also uses templates to apply a uniform style to individual pages of the support site, and templates are also available as a starting point for creating a workflows flow diagram. TerritoryA specific geographical sales region configured in RightNow Sales. Sales representatives can be assigned specific territories for opportunity assignment. Up to twelve levels of territories can be defined.
Test messageA mailing message that can be sent to small cross-sections of an audience to test a response before launching a final message. Text explanationA text field that can be associated with a response in a guided assistance guide. The text explanation is displayed after an agent selects the associated response from a question in the guide. See Guided assistance. Text fieldA customizable field containing text that is commonly added to reports. Once a text field is created, it can be added to any custom report and then adjusted as necessary. Text matchingA feature in Offer Advisor that enables agents to search for specific terms that best express the customers interests. After a search, the list of promotions and suggestions on the Offer Advisor window will be reordered, and the ranking of each will reflect its relevance to the terms entered by the agent. See Offer Advisor. Text questionA question type that allows customers to type their answer to a question. ThemeA group of related text responses to a survey question. Themes are created by topic monitoring and identified by common keywords. Themes are also used in the customer portal to apply CSS styling to multiple elements of a support site by applying a single theme. See also Topic monitoring. Third-party screen popA feature in RightNow that allows staff members to open a RightNow Console or report from a third-party application. Time billedA way to track the time spent responding to incidents. Data from the Time Billed field can be used for customer billing and determining average incident resolution time.
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Topic browsingA feature that provides clustering and guided browse functionality on the customer portal so customers can browse specific topics to find related answers. Topic monitoringA process that groups survey text responses into clusters of related responses called themes and labels each theme with keywords that define the responses. See also Data mining and Themes. Topic wordA word that is associated with an answer or document. The associated answer or document will always be displayed to customers when the topic word is included in their search text. Tracked linkA link that can be tracked by RightNow Marketing and reported on for statistical purposes. Tracked link categoryAn option for classifying tracked links for reporting purposes. A tracked link category can have one sub-category level. Transactional mailingA mailing that is sent only when an event occurs. Transactional mailings are sent to a contact when the contact meets specified criteria in a campaign and can be scheduled to be sent immediately, on a specific date, or at an interval in the future. Transactional surveyA survey that is sent only when an event occurs. Transactional surveys are sent to a contact when the contact meets specified criteria in a campaign or business rule and can be scheduled to be sent immediately, on a specific date, or at an interval in the future. TransferA feature in RightNow Chat that enables an agent to transfer a customer to another agent during a chat session.
TrendingA method of predicting a trend for a specified date range in the future based on a reports current data. Trending periods are defined when creating or editing a custom report and can be included in standard reports. TriggerThe part of a script or workspace rule that defines the event that causes the rule conditions to be evaluated and (if matched) the rule action to occur. UnqualifiedOne of the default chat agent statuses. This status indicates that the agent is not available to chat. The Unqualified chat agent status has an Unavailable status type. UnresolvedOne of the default incident status types and statuses. Incidents with an Unresolved status have recently entered the system, either by a customer or agent. UnrestrictedOne of the default chat agent statuses. This status indicates that there are no restrictions to the agents availability to chat. The Unrestricted chat agent status has an Available status type. UnspecifiedOne of the default chat agent statuses. This status indicates that the agent is logged out of RightNow Chat. The Unspecified chat agent status has a Logged Out status type and is displayed to agents by default. Unsubscribe linkA link in a mailing that contacts can click to opt out of future mailings or surveys. UpdatedOne of the default incident statuses. An incident marked Updated has been updated by a customer from Your Account. Updated incidents have an Unresolved status type. URL answerA type of answer that consists of a link to an external URL. The URL address and the content of the web page are displayed.
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UtilityAny of a number of programs in RightNow to help manage and configure a RightNow installation. RightNow utilities include Agedatabase, Bulkdel, Dbaudit, Dbstatus, Kexport, Kimport, Langcvt, Msgtool, Reportgen, Techmail, and Wltool. ValidationThe process of error-checking items such as desktop workflows, scripts, rules, advanced surveys, and campaigns. Items are validated to ensure that all required properties have been completed and that the configuration is functional. RightNow also validates email addresses for industry-accepted formatting. VariableA temporary data item in a rule base. The variable is assigned an initial value that can be modified through rule actions, used as a rule condition to trigger other actions, and restored to its initial value for the next round of rules processing. Variables also refer to shortcuts defined for a larger string that can be inserted in the body of an answer or inserted inline during a chat session. When the variable is inserted in the body of the answer or in a chat response, it is replaced with the value specified in the variable. VisibilityA setting that determines where a custom field or customizable menu item will appear. Visibility settings specify the interfaces in a multiple interface installation where these fields appear. The settings can also define whether the fields appear on the administration interface and customer portal and whether certain custom fields with customer visibility can be edited. WaitingOne of the default incident status types and incident statuses. An incident marked Waiting has been responded to by a staff member and is waiting for a response from the incident creator.
Web formA document in RightNow Marketing that allows contacts to input information that can be submitted to the database. Web forms are served as web pages by RightNow. Web IndexerA search method in RightNow Service that allows customers to simultaneously search the knowledge base along with web pages and other web-accessible documents within a specified domain. Web spiderA software application that reads web pages and other documents and indexes the content for a search engine, often following hyperlinks from one web page to another. Website link surveyA type of survey that is published as a web page and can be linked to from any source. WeightA displayed value given to resulting answers of a text search. The value is equal to the sum of the weights (for indexed words) of all the matched words from the text search. Weight also refers to an internal value given to each indexed keyword for an answer or incident. The value is relative to a constant and is based on number of occurrences, capitalization, and location of the word (ranked high to low: Keywords, Summary, Question, and Answer field for answers; Subject field and incident thread for incidents). WidgetA collection of files that generates a specific function when it is placed on a page of the RightNow Customer Portal. Widgets can be buttons, fields, reports, or other elements that can access the RightNow database and communicate with other widgets through events or to the server through AJAX requests. Win/loss reasonAn option for classifying and recording reasons for winning or losing an opportunity.
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WltoolA utility that is manually run after making changes to one of the wordlist files. See Wordlist file. Word stemmingA feature used in keyword indexing and text searching that finds the root of each word and stores the stemmed root instead of the whole word, thereby saving large amounts of space while making a search broader and more appropriate. Wordlist fileAny of the files that can be modified to customize indexing, text searching, and SmartSense emotive ratings. Work groupAll of a records open, associated records (for example, an incidents contact, organization, and tasks) that have been docked to the RightNow Console. When another, non-associated record is opened, the records in the work group are collapsed on a single content pane tab. All records in a work group are saved and closed in a single operation. WorkflowSee Desktop workflow. Working recordThe record being evaluated or acted upon by a workflow element or connector. For instance, a workspace element can display the first or last record opened in the workflow or a record named elsewhere in the workflow. See Desktop workflow. WorkspaceThe configuration of the content pane when working with answers, contacts, incidents, opportunities, organizations, and tasks; when working in RightNow Chat; and when working with quotes, quote products, and service opportunities. Standard workspaces exist for each type of workspace, and custom workspaces can be created. The workspaces staff members use depend on their profile.
Workspace rulesA type of rule used to dynamically adjust the display, behavior, and values of fields and controls on a workspace based on staff member actions. Each rule is triggered by one or more events and conditions. Workspace designerThe tool used to create and edit custom workspaces. WYSIWYG (what you see is what you get)See HTML editor. Your AccountA page on the customer portal where customers can view and update all the questions they have previously submitted and view any answer or product/category notifications to which they are subscribed. They can also view their service contracts, edit their account information, and change their password. This component is restricted and requires a customer account. See Customer account.
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Index
A
accepting, leads 39 Add-Ins tab, quote templates 23 Attachments tab, opportunities 37 Audit Log tab, opportunities 37
E
Email button, Contacts tab toolbar 45
F
forecasting, opportunities 41
C
closing, opportunities 58 contacts, adding and editing 46 Contacts tab overview 36 toolbar 44 copying, quotes 77
I
installing, disconnected access 29, 82
D
deleting opportunities 56 quotes 77 sales periods 17 strategies 14 territories 19 Details tab, opportunities 36, 55 disconnected access adding profile permission 28 installing 29, 82 resolving synchronization conflicts 89 setting up sync options 82 switching between modes 92 synchronizing data after working offline 88 before working offline 87 working in offline mode 88
L
leads 39
M
merging, data into quotes 72
N
New Contact window, field descriptions 46 New Quote window, field descriptions 64 New Task window, field descriptions 52 notes adding and editing 48 viewing 50 Notes tab adding notes to opportunities 48
128
Notes tab (continued) overview 37
O
offline mode, see disconnected access Offline Settings window advanced options 85 general options 83 online mode, see disconnected access opportunities adding 57 closing 58 contacts, adding and editing 46 deleting 56 detail fields completion data 55 win/loss data 55 editing 41 forecasting 41 key fields descriptions 42 editing 41 overview 35 leads 39 notes adding to an opportunity 48 viewing 50 quotes adding to an opportunity 63 audit log 78 sending 74 record tabs 36 ribbon 34 saving 34 standard workspace 33 statuses 38 strategies overview 10, 40 selecting 42 tabs Attachments 37 Audit Log 37 Contacts 36 Details 36
opportunities (continued) tabs Notes 37 Quotes 37 Tasks 37 tasks, adding to opportunities 51 win/loss data 55
P
printing, quotes 78 products, adding to quotes 67 profiles, disconnected access permission 28
Q
quotas, adding to sales periods 17 Quote Product Edit window, field descriptions 70 Quote Template ribbon 23 quote templates adding and editing 22 Add-Ins tab 23 merge fields 24 Quote Viewer window 73 quotes adding, to opportunities 63 audit log 78 copying 77 deleting 77 editing 77 merging data 72 printing 78 sales products, adding 67 sending 74 toolbar 63 Quotes tab 37
R
record tabs, opportunities 36
129
rejecting, leads 39 Remove button, Contacts tab toolbar 45 resolving, sync conflicts in disconnected access 89 ribbons opportunities 34 quote template 24
S
sales periods adding and editing 15 deleting 17 overview 14 quotas, adding 17 sales products, adding to quotes 67 Select Template window 72 Send Quote window, field descriptions 75 sending, quotes 74 Set Contact Role button, Contacts tab toolbar 45 stages adding, tasks to stages 13 statuses, opportunities 38 strategies adding and editing 10 adding stages 11 deleting 14 overview 10, 40 selecting in opportunities 42 stages, adding 11 tasks, adding to stages 13 sync options setting up, in disconnected access 82 synchronizing disconnected access data after working offline 88 before working offline 87 resolving data conflicts 89
tabs (continued) Audit Log 37 Contacts 36, 44 Details 36, 55 Notes 37, 48 Quotes 37, 63 Tasks 37, 50 tasks adding to opportunities 51 to stages 13 Tasks tab adding tasks to opportunities 51 overview 37 toolbar 50 templates, see quote templates 21 territories adding and editing 18 deleting 19 overview 18 toolbars contacts 44 quotes 63 tasks 51
W
win/loss data 55 workspaces, standard opportunity workspace 33
T
tabs Add-Ins, quote template 23 Attachments 37
130

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SALES ADMINISTRATOR AND USER MANUAL

Disconnected Access Configuration

Common Functionality Contacts Organizations Tasks Notifications CTI Outlook Integration

Admins & Designers

Service Administrator Manual

Service User Manual

Admins & Staff Sales Administrator and User Manual

Admins & Staff

Marketing User Manual

Feedback User Manual

Marketing Explorers Audiences Content Library Mailings Campaigns

Feedback Explorers Audiences Content Library Questions Surveys

Chapter 3 Chapter 4 Chapter 5

About this manual

About this manual

Key combinations such as: Ctrl+Shift+Tab Ctrl+f

RightNow CX February 10 documentation

RightNow CX February 10 documentation

For a comprehensive list of all RightNow documentation, refer to http://community.rightnow.com/customer/documentation.

Send us your feedback

Send us your feedback

If you have questions about product functionality, contact support at http://crm.rightnow.com.

Adding and editing strategies

To add or edit a strategy

Figure 1: Strategies Tree and Editor

Adding stages to strategies

Adding stages to strategies

To add a stage to a strategy

Adding tasks to stages

Adding tasks to stages

To add or edit a task

Figure 3: Task Edit Window

Adding and editing sales periods

Adding and editing sales periods

To add or edit a sales period

Figure 4: Sales Periods Tree and Editor

Goal Revenue Headcount Closed Opportunities Goal Notes Quotas

Adding sales quotas to sales periods

Adding sales quotas to sales periods

To add or edit a sales quota

Figure 5: Currency Dialog Window

Adding and editing territories

To add or edit a territory or sub-territory

Figure 6: Territories Tree and Editor

Adding and editing territories

Adding and editing quote templates

To add or edit a quote template

Figure 7: Quote Templates Tree and Editor

Adding and editing quote templates

Disabled Visibility Notes

Figure 8: Quote Templates Editor

6 Click the Add-Ins tab to display the Quote Template ribbon.

bar is a standard toolbar instead of a ribbon.

Adding and editing quote templates

Table 7: Quote Template Ribbon Description (Continued) Drop-Down Menu

Disconnected Access Configuration

Adding disconnected access permission to profiles

To add disconnected access permission to a profile

Adding disconnected access permission to profiles

Disconnected Access Configuration

Standard workspace for opportunities

Standard workspace for opportunities

Figure 14: Standard Opportunity Workspace