Expert Seminar: Using Guided Assistance for Consumer Troubleshooting

1. Expert Seminar: Using Guided Assistance for Consumer Troubleshooting Chris Tarabochia

2. Introduction • RightNow's CX Web Experience • As part of RightNow CX, RightNow Web Experience gives your customers access to your organization’s information with a feature rich, branded online customer experience solution from their desktop or smartphone. This allows your customers to serve themselves, receive online agent assistance or seamlessly transition to agent voice assisted channels based on their needs. Chris Tarabochia Product Manager Web Solutions Web Experience Center of Excellence

3. Agenda • Overview • For Consumers • Extending and Integrating • Resources • Questions

4. Overview

5. What is Guided Assistance? • Guided Assistance gives agents and consumers the ability to locate answers or text explanations by selecting responses from question branches • Directed scenarios • Troubleshooting • Augment search and browse capabilities • Multi-channel Guides for Agents and Consumers • Chat • Email • Phone • Tool-set for building and maintaining guides • SmartClient • WSIWYG editor • Customer Portal

6. Guides vs. Scripts vs. Workflow

7. Who Will Create and Manage Guides?

8. Who Will Use Guides? • Consumers • For self service troubleshooting • Browsing for answers based on complex steps towards resolution • Understanding complex language • Agents • Email/Web • Phone • Chat • Light Scripting • Integrated into other areas within the agent desktop

9. Steps to Enable Guided Assistance

10. Planning for Guides

11. Guided Assistance Roadmap • Disclaimer – future statements about features and functionality does not guarantee delivery dates and/or feature availability • Mobile • Chat • Syndicated Guided Assistance • Usability Enhancements • Complex Decision Tree Enhancements

12. Guided Assistance for Consumers

13. Why Does Guided AssistanceHelp Consumers? • Consumers provide a variety of interactions through multiple devices, such as web, mobile, and personal devices • Construction of guides may vary by device • Benefits include: • Duplicate an expert’s decision making process • Reduce problem resolution time • Provide consistency • Simplify complex troubleshooting or complex language • Consumer-specific Reporting • Web integration to third-party sites or back to Customer Portal

14. Guided Assistance Consumer Examples • Bob Porter has just purchased a new printer and is having difficulty setting it up. • Suzy Comstock has been using their camera for about a year, and now it is shutting off when trying to zoom. They are unsure what to do and want to try to resolve the issue. Unsure about the warranty coverage they are concerned about potentially additional repair charges.

15. Guided Assistance Consumer Examples • George Mason is completing his tax return and is wonder if he can claim his moving expenses. • Bill Blue just bought a new bluetooth headset for his mobile device. He is having difficulty configuring the device and does not have the documentation nor does he know the model number.

16. Guided Assistance for Consumers Internal and Confidential

17. Guided Assistance Reports • Answers in Guided Assistance • Provides list of answers used in guides • Guided Assistance Diagnostics • Shows branches without answer/text explanation in red; text explanation only in yellow • Guided Assistance Usage • Summation of customer/agent/chat usage by guide • Guided Assistance Search • Searches START answers containing guides; used in agent workspaces • Guides Utilized by Agents • Number of guides used by agent from incidents • Guides Utilized by Chat Agents • Number of guides used by agent from chat • These reports require cached data • Answers Viewed by Guide • End-point answers viewed and the guide they were viewed from • Guide Session Details • Provides detail of customer responses when using guides • Guided Assistance Effectiveness • Shows guide usage total, percentage of selections, questions abandoned

18. Extending Guided Assistance

19. Enabling Guided Assistance on Customer Portal • Use Case: • A customer is upgrading and wants to use Guided Assistance on their Answer Detail Page • Tools to Use: • Dreamweaver • Firefox with Firebug and Web Developer Extensions

20. Extending the Customer Portal Widget • Just like other widgets, use HTML and CSS to modify the layout presentation • Copying this widget is not recommended for making complex changes • Decision tree modifications can be difficult to manage, change and keep from breaking over time • Let us know through the idea exchange for new ideas on enhancements • With web integration you can use name/value pairs to send to other web forms or back to another CP page

21. Understanding GuidedAssistant Widget • Use Case: • The customer is requesting CSS and code modifications to the widget layout or behavior • Tools to Use: • Dreamweaver • Firefox with Firebug and Web Developer Extensions

22. Guided Assistance and Web Integration • Use Case: • Based on a series of decisions, send the captured information to an external third-party for warranty processing • Tools To Use: • Guided Assistance Editor • Answer Editor • Notes: • Need to send a POST if integrating back into Customer Portal • Don’t forget to put in the “Question Name” value for naming the value for passing through web integration ?a_id=27&kw=example&sno=1&serial_number=12334&original_purchase_date=12%2F29%2F98&some_random_pair=some_random_value&session=Ef68Zl1k

23. Guided Assistance and Fire Named Event within Agent Desktop • Use Case: • Based on a series of questions, show the required fields within the incident workspace for the agent to complete • Tools to Use: • Guided Assistance Editor • Workspace Editor – Incident workspace • Named Events • Notes: • Can interact with the workspace based on Named Events, Guide Finished • Can trigger another guide from within the guide

24. Guided Assistance May 2010 Resources

25. Questions?

26. Questions • Sara – “I'm curious to see what functionality is available with custom fields.  We're interested in using customer guided assistance to not only better direct customers to helpful FAQs, but to also gather information to better assist our agents once they get the incident.” • Can a guide collect information about the selections and path and pass those on? • What data is collect about guides? How can I tell if they are effective? • What is the best practice for constructing guides? • Can guides be used with chat agents? If so how? And what are the benefits? • What is the difference between guides and agent scripts? When do I use one vs the other? • Can I start a user in the middle of a guide?

27. Back-up

28. Feature Highlights

29. Previewing guides • Use preview to confirm correct function and display • From within your Guide > Preview • Agent Preview • Opens the guide in a separate window and shows you the guide exactly as your agents will see it • Web Preview • Opens the guide in a separate window and shows you the guide exactly as your customers will see it * Web Preview excludes the toolbar that is available on Agent Preview

30. Using Preview • Preview opens a new window and shows the first question in the guide • To view the guide’s contents, respond to the first question just as you would if you were an agent or consumer using the guide • Additional questions, responses, answers, and text explanations display as you navigate the guide’s branches • Click the OK button to close the window • View all guide branches simultaneously using Agent Preview • From Preview window > select Expand Navigator to open the panel to display guide contents and access a branch or question quickly

31. Exporting and Importing Guides • Guides can be exported to an XML file for import into other RightNow interfaces for reuse and/or creation of a new guide • To export/import, open your guide > choose the RightNow button > Export Definition or Import Definition • NOTE: Exported files cannot be externally modified • The exported XML file has a hash value that is used when the file is imported to determine if the file has been modified externally • If modified, an error message notifies you that the file is invalid

32. Extract: Export a Portion of a Guide • Use extract to move or export a subset of the guide • Within the guide, select the top-most question that you want to select and choose Extract from the ribbon • This extracts all responses, answers, and text explanations • Create a New Guide, Replace a guide, or Export to a file location

33. Create or Associate Start Answer • To create a new start answer: • Access Guided Assistance Explorer > edit guide • From the ribbon > Create Answer • NOTE: This creates START answers, not END answers • To associate an existing answer: • Navigate to Answers Default report > find and open your answer • Set the answers.guided assistance field (Details tab) to your guide • NOTE: Guides are not interface-specific, but answers could be!

34. Introducing: GuidedAssistant Widget • Included on reference implementation: answer/details page • Upgrades from pre-May 2010 CP versions must add this widget OR • Create a custom page within CP for this widget • Point all answers to the same guide OR • Point a start answer to a specific guide • Answers without guide associationwill not show this widget

35. GuidedAssistant Widget Attributes Setting this value to an ID overwrites any associations to other guides

36. Add GuidedAssistant Widget to CP Pages • Best placement: answers/detail page • Or place the guide on a standalone CP page • View in the Tag Gallery • Widgets > Standard > Knowledgebase > GuidedAssistant • Determine which CP page/location and add widget • <rn:widget path="knowledgebase/GuidedAssistant" /> • Adjust attributes if desired • CSS controlled in the theme: • euf\assets\themes\<themename>\widgetCss\GuidedAssistant.css

37. Using a Static Guide • Using the GuidedAssistant attribute “static_guide_id” requires the ID of the Guide you have created • To find the Guide ID: • Access the Guided Assistance Explorer to view the list of guides • Add the ID column to this list: • On the ribbon, click Choose Details > select the ID checkbox in the dialog box > click OK to view the ID value for each guide

38. Guided Assistance Reports • Navigate to Analytics > Reports Explorer > Public Reports > Service > Guided Assistance for standard reports

39. Understanding GuidedAssistant Widget Continued • All CSS is name spaced with “rn_” • Be cautious of similar CSS affecting other form elements • Utilize Firefox with Firebug • Remember to test your other node types within the guide