In the 2013 releases Oracle introduced the Mobile Agent app for RightNow CX – Oracle Tap Service and Support. A native iPad app that allows users to deal with the daily issues when they’re away form their desks.
A field agent can access critical information (e.g. contact location or phone), find incidents and update them while onsite. A specialist agent can find, reply and update incidents wherever or reassign them. A Manager can monitor every incident and have an overview of what’s going on.
The Mobile Agent app let’s users:
- View, filter, search and update Incidents
- View, filter and search Contacts
- View, filter and search Organisations
- View, filter and search Staff
- Navigate between objects
And this can all be done offline and then synchronized.
As an image is worth a thousand words, I will leave you a video with a small demo:
Oracle Tap Service and Support from Hernan Capdevila on Vimeo.
Doctor CX 
Hi,
I am trying to use the mobile app for iPads. However, I am not able to login with my credentials. The URL set up for this cloud app is the one which is like:
http://xyz.rightnowdemo.com/cgi-bin/xyz.cfg/php/admin/launch.php
Everytime I get “Authentication Error” even with the correct credentials.
Is this the correct way to configure this app? Which URL should be given to use this app?
Could you please guide me to configure the mobile app for my Feb2013 version?
Thanks,
Shreyas
Hi Shreyas,
You need to install Oracle Fusion Tap app on your iPad. Please ask your Oracle account manager to give you the information to configure the app in order to work with
Oracle RightNow CX. You can look into Answer ID 5493 on RightNow customer support site for information about enabling the mobile agent app with Oracle RightNow CX.
Hi Luis,
Few queries regarding mobile app, I am able to view my site data now but,
1. Is this app only meant for access Standard RughtNow entity data?
2. Is there any way we can expose the custom object/entity on mobile app so that the custom entity details can be viewed or updated as required?
3. Workspace on Agent desktop (say for Incidents) is different than that of on Mobile App, can we have a ability to make the workspaces in sync?
4. Can we add or remove the custom/standard field on the workspaces exposed to mobile app?
There are very limited number (7) of configuration settings available to drive the control over mobile app data or to drive the UI design.
Thanks,
Shreyas
Hi Shreyas,
Please have a look at the following link in the RightNow CX community, where we talk about the Mobile App and respond to your questions.
http://communities.rightnow.com/posts/366371317e
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Hi Luis,
I have a question here.
Does the app supports offline read access to the data?
Because, I read somewhere that it provides server side search and offline access to the data.But I wasn’t able to locate any such option.
Thanks
Hi CG,
Yes, I believe it does give you the ability to work offline
Hi Luis,
Thanks for the quick reply.
Can you tell me where exactly this option is?
Thanks
my only grouse is we can’t add new answers….
Hi Shaji,
Yes, it is true. But the truth is the mobile app is mainly for field service, i.e. dealing with customers and their incidents. And less for knowledge management. Nevertheless, I am sure that in the future that functionality will come. Sooner or later.
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