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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
Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation API

Chris OmlandSenior Principal Product Manager


Safe harbor
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.


Welcome introductions

Chris @ Work:

[email protected]

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


Program agenda
Program Agenda

  • Knowledge Foundation API Vision

  • RightNow Knowledge Foundation Introduction

  • Understanding API Differences

  • API Walkthrough

  • Q&A



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


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


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



Rightnow knowledge foundation
RightNow Knowledge Foundation


Oracle rightnow cx cloud service
Oracle RightNow CX Cloud Service



Understanding knowledge learning
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


Understanding read vs getcontent
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>


Understanding cwss and smartassistant
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


Understanding knowledge properties
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



Learning more getting started
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


Next steps
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’



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