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Feb 09, 2016
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Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation APIChris OmlandSenior Principal Product Manager
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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.
Safe Harbor
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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
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Program Agenda
Knowledge Foundation API Vision
RightNow Knowledge Foundation Introduction
Understanding API Differences
API Walkthrough
Q&A
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Knowledge Foundation API Vision
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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
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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
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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
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Knowledge Foundation API
Full Knowledge API
Service Implicit Operations
Multiple Service Endpoints
•Search•Get Knowledge Content•Rank•Get SmartAssistant•Etc…
•Expand variables•Handle conditional sections•Update knowledgebase properties
•PHP•SOAP•REST Coming Soon!
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RightNow Knowledge Foundation
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RightNow
ContactCenterExperience
TM
RightNow
SocialExperience
TM
RightNow
WebExperience
TM
Intent GuideWeb / Mobile Self-Service
Chat / Co-BrowseEmail Management
Self-Service FacebookSupport Community
Innovation CommunitySocial Monitor
Dynamic Agent Desktop
Customer Feedback, Outreach, Analytics
RightNow
EngageTM
App Builder, Knowledge Foundation, Natural Language Search, Mission Critical Operations
Oracle RightNow CX Cloud Service
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Knowledge Access Comparison
Use Case CWSS Customer Portal Syndication Widgets KF API
Create, Update, Destroy
Basic Read
Support conditional sections N/A
Support variables N/A
Support answer links N/A
Search N/A
Smart Assistant N/A
Update Knowledgebase Properties N/A
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Understanding Knowledge Learning
User Clicks Answer
Answer Viewed
Update Solve Count
Update Relevancy
*Not an exhaustive listing of KF Learning
KNOWLEDGE
Knowledge Foundation
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Understanding Read vs. GetContent
Isn’t CWSS Read the same as the KF API Getcontent?– No KF API handles conditional sections, variables and links
<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>
CWSS Read KF API GetContentTo 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>
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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
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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
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API Walkthrough
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Learning More & Getting Started
Developer Community– Developer Guides
Getting Started API Documentation Object Model Docs Sample Code
– Support Forums Staffed by Oracle RightNow engineers
Developer.rightnow.com
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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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QUESTIONS?
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