Customizable Menus: Answer statuses

An answer’s status controls whether it is public and describes its state in the knowledge base. RightNow Service provides 4 default answer statuses, described in the following list. Every answer status is associated with a status type that is either Public or Private.

  • Private: The Private answer status prevents answers from being displayed on the administration interface and the customer portal. It is associated with the Private status type.
  • Proposed: Answers with the Proposed status are incidents that agents have submitted as potential answers for the knowledge base. Proposed answers are associated with the Private status type.
  • Public: Answers with the Public status are visible on the customer portal. Public answers have a Public status type.
  • Review: The Review answer status means the answer should be evaluated to determine if it is still necessary. An answer’s status is set to Review when it has been part of the knowledge base for a specified amount of time or when it’s solved count reaches zero. Answers with a Review status are associated with a Private status type by default.

If you delete a custom answer status, all answers with that status are changed to have either a Public or Private status, depending on the status type of the deleted answer status. For example, if you delete a custom answer status with a Public status type, all answers that were associated with that status are changed to Public status with the Public answer status type.

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Customizable Menus: Incident queues

Using incident rules, you can route unresolved incidents into different queues based on the criteria you define. For example, you might add queues for different product lines or service areas. Or you might have a first tier for basic customer service and additional tiers for problems of increasing complexity.

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When you create profiles for staff accounts, you can assign one or more queues to each profile and specify how incidents are pulled from that queue. Based on their profile, agents can retrieve a specified number of incidents from the queues to which they have access.

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Queues also help you manage incident escalation to meet your organization’s SLAs, balance agent workload, and track agent productivity and efficiency.

The following steps provide an overview for managing queues:

  • Add queues
  • Assign queues to profiles
  • Create business rules to populate queues
  • Instruct agents about queues
  • Monitor queues

When you add an incident queue, you can define whether the queue uses a round-robin incident assignment and specify the queue as the default queue where unassigned incidents are routed. You can also delete queues from the Incident Queues editor. Before you can delete the incident queue, you must first edit the rules so they no longer use the queue.

Queue Type has the following options: Standard, Round Robin (All), or Round Robin (Logged In). A round-robin queue automatically assigns incidents in this queue to agents in a rotating fashion. If you select Round Robin (All), incidents are assigned to all staff members whose profile includes the queue, even if they are not logged in.

Customizable Menus: Incident statuses

An incident’s status is its state in the knowledge base. RightNow Service has 4 default incident statuses: Solved, Unresolved, Updated, and Waiting. Additionally, there are 3 default status types: Solved, Unresolved, and Waiting. You can rename the default statuses, but you cannot change their types.

Waiting status means that an agent has responded to the incident and is waiting for a response from the customer. If the customer does not respond within the time specified in CI_HOURS (Agedatabase Utility > Batch Processing > Close Incidents), Agedatabase sets the incident status to Solved.

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RightNow Service can automatically set an incident’s status when agents send a response. This is a property of the Incident Thread relationship item that can be set when you create an incident workspace. The property is called Status Change on Response, and you can set it for one of the following options:

  • The status does not change when an agent sends a response.
  • The status changes to Waiting.
  • The status changes to Solved.

When you add an incident status, you must assign it to one of the three default status types.

If you delete a custom incident status, all incidents set to that status are changed to the default status with the same status type. For example, if you delete a custom incident status with the status type Solved, all incidents that were associated with that status are changed to the Solved incident status with the Solved status type.

Customizable Menus: Product linking

If your organization has large numbers of categories or dispositions, staff members and customers must review long lists of menu items to find appropriate options. You can simplify their choices with product linking.

When products are linked to categories, only the linked categories are displayed when customers select products on the customer portal or when staff members select products while working on incidents. When products are linked to dispositions, only the linked dispositions are displayed when agents select products for incidents. Product linking is a powerful tool for enhancing efficiency for both staff members and customers.

Product-category linking is independent of product-disposition linking, so you can enable one or the other or both.

However, implicit linking occurs between the parent levels of products, categories, and dispositions that are linked. Parent products implicitly contain the same links that the leaf products below them contain. In other words, a parent product’s links are “inherited” from their leaf products.

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RightNow Service can automatically create links to categories and dispositions based on answers and incidents in the knowledge base, or you can manually define the links for each product. This action replaces all product-category and product-disposition links (including any you have created manually) with the automatically created links.

A link is created for every product-category combination of leaf products and leaf categories associated to answers in the knowledge base. In other words, in any given answer, every leaf product associated with the answer is linked to every leaf category associated with the answer.

A link is created for every product-disposition combination of leaf products and leaf dispositions associated to incidents in the knowledge base that were created within the last 30 days.

Manual links are created by choosing the product, right-click and select Edit.

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Now that you have created links, you must enable product linking for them to take effect.

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Product-category linking and product-disposition linking are independent, so they are enabled separately. You can enable either or both types of linking.

Product linking in RightNow Service is bidirectional. Besides linking products to categories and dispositions, you can also link categories and dispositions to products.

You might want a product to have the same category or disposition links as another product. In that case you can simply copy the category links or disposition links from the original product, and those links are applied to the product you are editing.

Product linking when working with answers: Regardless of whether “product linking” is enabled and regardless of what categories are linked to products, all products and all categories are available on the Products/Categories tab when you add or edit an answer.

When you select a product that has sub-products (including one or more levels of sub-products), all sub-products below the product you selected are also selected, all the way down to the leaf level. Any parent product levels are also selected implicitly.

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Customizable Menus: Products/Categories/Dispositions

When you create custom drop-down menus with the exact options you need, staff members can classify incidents and answers using those options, and customers can select specific products and categories to refine their searches for answers.

Products and categories organize data in the same ways, and you can choose to use either or both when you configure RightNow Service. If you use both, incidents and answers can be organized into specific classifications, and customers can search for answers using product and category filters. You can create up to 6 levels each of products and categories and specify the number of levels agents must enter when working with incidents. It is not required to use products and categories.

An incident’s disposition refers to the way the incident is ultimately solved. You may want to require that agents select a disposition before they save an incident when they change the status to Solved. Dispositions do not appear on the customer portal. You can add as many dispositions as you need, and you can also add sub-levels of dispositions to a total of 6 levels.

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Selecting the visibility settings for a parent level does not automatically set the same settings for the parent’s sub-levels. Visibility must be set individually for each. You can also make sub-products visible even if the parent product is not visible.

You can delete products, categories, and dispositions that do not have sub-levels. When deleting a product or other item that has sub-levels, you must delete all of the sub-levels first. You also cannot delete multiple products, categories, or dispositions simultaneously.

You do not receive a dependency conflict warning when you delete products, categories, or dispositions used in rules. Rules that use the deleted item may no longer function as expected, requiring you to edit the rules and reactivate the rule base.

In addition, you do not receive a dependency conflict warning when deleting products or categories that are used in answers. Answers that are associated with deleted products or categories may not display as expected.