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RightNow Community

RightNow Community. 1/28/2000. Agenda. Organizational update Review Nov 2009 Release What’s coming in Feb 2010 What’s coming in May 2010 What else are we looking into? Longer term thoughts Q&A. Agenda. Organizational update Review Nov 2009 Release What’s coming in Feb 2010

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RightNow Community

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  1. RightNow Community 1/28/2000

  2. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A

  3. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A Organizational update

  4. 1. Embrace the global community Organizational update • Settling into new (same!) roles • RN Social COE • John remains as Social lead • Molly and Adam remain in similar roles • Sean, Carlos and Camille remain in similar roles • Jeremy and Anton remain in similar roles • We’re growing • RN Social now includes an additional product • Hiring to increase engineering, fill other key positions • New Rhythms • Quarterly release cycle

  5. 1. Embrace the global community Organizational update • Big Ticket Product Priorities • Integration to RightNow CX Suite • Improved Moderation + Administration Tools • API Enhancements • Addressable Market (Internationalization, 508, Security Review)

  6. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A Review Nov 2009 Release

  7. Review Nov 2009 Release • Integrations with the RightNow CX Suite • Question & Answer • Member Reputation • Improved Forum Views • Expanded API • Custom HTML Templates • Enhanced Panel/Widget Settings • UI Improvements

  8. Review Nov 2009 Release Integrations with the RightNow CX Suite • Single Sign On • Integrated Search • Include Community content within the RN web help product • Escalate Community discussions into RN incidents

  9. Review Nov 2009 Release Question & Answer • Similar to Y! Answers • New Hive Setting(s) • Author/Admin can select “best” answer • When selected, the UI highlight the answer • New filters

  10. Review Nov 2009 Release Member Reputation • All new Reputation Engine • Members generate points by taking any number of actions • Admins control the relative weight of each action • Admins can create any number of “reputation levels”and assign a visual icon to each

  11. Review Nov 2009 Release Improved Forum Views • New “table” view available for Hive lists • Can include sub-headings • New “forum” view available for Post lists includes relevant data

  12. Review Nov 2009 Release Expanded API • Most of the key integrations are done via available APIs • New authentication mechanism • New Search API • Updates to the Posts + Groups APIs

  13. Review Nov 2009 Release Custom HTML Template • More closely match the look and feel of your site with a more flexible HTML Template

  14. Review Nov 2009 Release Enhanced Panel/Widget Settings • New panel setting allows panel to disappear when empty • New filters by reputation level (e.g., “show all platinum members”) • New view that shows numerical reputation totals • New filters based on Q&A status • New filters that account for “newness” to the logged in user

  15. Review Nov 2009 Release UI Improvements • New consolidated drop-down actions menu

  16. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A What’s coming in Feb 2010

  17. What’s coming in Feb 2010 • More Integrations with the RightNow CX Suite • Enhanced Q&A • SmartSense influenced moderation workflows • “Bozo” filter • AddThis integration • Configurable Group Tabs • New Hosting Pod

  18. What’s coming in Feb 2010 More Integrations with the RightNow CX Suite • Socialized Knowledge Base (Comment on KB Answers) • Community profile available within the Support Agent desktop • Additional Widget availability

  19. What’s coming in Feb 2010 Enhanced Q&A • New setting within a Q&A Hive • Controlswho has permission to select the “best” Answer

  20. What’s coming in Feb 2010 SmartSense influenced moderation workflows • All new automated natural language (sentiment), pre-publish review • Configurable thresholds drive moderation workflows • Available to RN customers with a SmartSense implementation Publish User Generated Content SmartSense Moderate Discard

  21. What’s coming in Feb 2010 “Bozo” filter • New filter to deal with problem users • Admins can mark a member as a “troll” • The problem member can continue to login, and will continue to interact as normal in the community. • All other member will no longer see the problem user or his/her content.

  22. What’s coming in Feb 2010 AddThis integration • New integration to support sharing of content to external sites • Also includes share-by-email • Client can use their existing AddThis account, or create new. • Available on public Post content (when enabled)

  23. What’s coming in Feb 2010 Configurable Group Tabs • Replicate the Configurable Tabs functionality available to Hives • Select visible + default Tab • Rename as necessary

  24. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A What’s coming in May 2010

  25. What’s coming in May 2010 • Full internationalization of the application interface • Enhanced SPAM fighting tools • Enhanced moderation tools and workflows

  26. What’s coming in May 2010 Full internationalization of the application interface • Single interface, language packed model • Will support up to 33 interface languages

  27. What’s coming in May 2010 Enhanced SPAM fighting tools • reCaptcha auto-appears when attack state is sensed (RN) • Enhanced request throttling • IP & domain banning • Automated user suspension

  28. What’s coming in May 2010 Enhanced moderation tools and workflows • Pre-publish, 3rd party content review • Configurable notifications • Reputation based moderation • Media moderation • Merge/split threads

  29. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A What’s else are we looking into?

  30. What’s else are we looking into? … in the short term • Email/Subscriptions • Digests, Logos, Email All, New Sources (member, Group) • Reputation Enhancements • More front end visibility, time-slicing, tie to roles/permissions • New Views • “Preview” (a truncated blog-style abstract view), Q&A Pair, Pagination

  31. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A Longer term thoughts

  32. Longer term thoughts • (RN) Integrations • Cross channel reputation, Cloud Monitor, Email Marketing, SmartAssistant, Analytics Dashboard • API Enhancements • “Teaser” content • UI Review • Media Handling • Widget Framework (PTW)

  33. Agenda • Organizational update • Review Nov 2009 Release • What’s coming in Feb 2010 • What’s coming in May 2010 • What else are we looking into? • Longer term thoughts • Q&A Q&A

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