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Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation API

Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation API. Chris Omland Senior Principal Product Manager. Safe Harbor.

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Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation API

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  1. Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation API Chris OmlandSenior Principal Product Manager

  2. Safe Harbor The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

  3. Chris @ Work: Chris.omland@oracle.com http://www.linkedin.com/in/omland Developer of voice platforms VXML, ASR, TTS, SIP, MRCP Technical Product Manager Partner Enablement Sr. Product Manager Integration / Extension RightNow Connect Senior Product Manager Product Strategy Portfolio Strategy Strategic Partnerships Chris @ Play: Summer Waterski Mountain bike Road bike Winter Snow ski Snowmobile Welcome & Introductions

  4. Program Agenda • Knowledge Foundation API Vision • RightNow Knowledge Foundation Introduction • Understanding API Differences • API Walkthrough • Q&A

  5. Knowledge Foundation API Vision

  6. Changing Consumer World Social, Mobile, Local mega-trends are driving this change Platforms are emerging all around us Real-time & contextually aware experiences are the new norm

  7. Changing Consumer Expectations Changing world is driving a change in expectations Consumers expect YOU to support them when and where they need it Interactions will not just happen on your web site or contact center Interactions will happen where your consumers are interacting

  8. Knowledge Foundation APIVision Support knowledge as a service in any application, device or other service Expand knowledge beyond RightNow knowledge Support eco-system of application services that leverage the RightNow KF API

  9. Knowledge Foundation API

  10. RightNow Knowledge Foundation

  11. Oracle RightNow CX Cloud Service

  12. Knowledge Access Comparison

  13. Understanding Knowledge Learning User Clicks Answer Create Answer Viewed Update Solve Count Deliver Refine Update Relevancy Knowledge Foundation KNOWLEDGE Collaborate *Not an exhaustive listing of KF Learning

  14. Understanding Read vs. GetContent • Isn’t CWSS Read the same as the KF API Getcontent? • No KF API handles conditional sections, variables and links CWSS Read KF API GetContent To change your address, simply log onto the Global Wireless Customer area. Enter your wireless phone number and password to access your account. Click My Profile to change your personal information, including your address. This is test everyone conditional section <a href=http://omland.rightnowdemo.com/a_id/12>This is a test ansswer link</a> <p>This is a test variable 1302 birch drive.</p> <rn:answer_section title="Help" access="2">This is test help conditional section</rn:answer_section> To change your address, simply log onto the Global Wireless Customer area. Enter your wireless phone number and password to access your account. Click My Profile to change your personal information, including your address. <rn:answer_section title="Everyone" access="1">This is test everyone conditional section</rn:answer_section> <rn:answer_xref style="TEXT-INDENT: 0in" target="_new" contents="This is a test answer link" answer_id="2" /> <p>This is a test variable $street_add</p>

  15. Understanding CWSS and SmartAssistant • Can’t I just run SmartAssistant using a report? • SmartAssistant is not driven by a report • CWSS has no operation to invoke SmartAssistant • CWSS cannot obtain SmartAssistant results • Can’t I just use search? • Yes, but search is not the same as SmartAssistant

  16. Understanding Knowledge Properties • Can’t I just ‘Update’ an Answer and update these learning properties? • No, they are not exposed on the Answer object • Note the fields: No solved count

  17. API Walkthrough

  18. Learning More & Getting Started Developer.rightnow.com • Developer Community • Developer Guides • Getting Started • API Documentation • Object Model Docs • Sample Code • Support Forums • Staffed by Oracle RightNow engineers

  19. Next Steps • Check out these related sessions • CON10320 - Using Oracle Knowledge Integration Options in Web and CRM Applications, Tuesday, Oct 2, 10:15 AM - 11:15 AM • CON10333 - Oracle RightNow CX Cloud Service Connect Web Services for SOAP API: Intro, What’s New & Roadmap, Tuesday, Oct 2, 11:45 AM - 12:45 PM • CON10332 - Oracle RightNow CX Cloud Service’s Connect PHP API: Intro, What’s New, and Roadmap, Wednesday, Oct 3, 3:30 PM - 4:30 PM • CON10328 - Introduction to Oracle RightNow CX Cloud Service’s Connect Knowledge Foundation API, Thursday, Oct 4, 11:15 AM - 12:15 PM • CON10329 - Introduction to Oracle RightNow CX Cloud Service’s Connect Desktop Add-In Framework, Thursday, Oct 4, 2:15 PM - 3:15 PM • Hit the DEMOgrounds • Moscone West & Moscone North, Upper Lobby • Monday 10:00 AM - 6:00 PM, Tuesday 9:45 AM - 6:00 PM, Wednesday 9:45 AM - 4:00 PM • Attend the Customer Experience Summit • Wednesday through Friday, Oct. 3-5 (this week!) • Featuring Seth Godin, author of ‘The Purple Cow’ and special guests from Gartner, Forrester • 30+ session dedicated to Customer Experience and the executives that make it happen • Download this presentation • www.oracle.com/openworld, in the ‘Content Catalog’

  20. Questions?

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