Closing the loop with Qualtrics and Zendesk

Bill Gates has a famous quote “Your most unhappy customers are your greatest source of learning“. He was spot on. Gathering feedback from customers, in particular those who are not quite satisfied, is crucial for any business.

It is extremely important to use that information to improve products or services, but even more important to close the loop with the customer.

Most businesses send transactional CSAT surveys to customers, after interactions. And then digest, analyse and act on the feedback provided. But many still fail to come back to customers, leaving them to think they were ignored.

Technology can be the enabler, and this video shows how it can be done, using two of the most powerful technologies platforms in the market. On one side, Qualtrics (the XM platfom) and on the other Zendesk (the Customer Service platform), working seamlessly together.

In the scenario shown in the video, a customer receives and responds to a (Qualtrics) CSAT survey. It’s response automatically creates a (Zendesk) ticket, allowing the customer care team to close the loop.

P.S. – This demo was created by the Capventis team (Lydia Castano, Sergiu Ardelean, Adrian Remedios)

Outlook Smart Tags for Incident Reference #

Besides synchronizing contacts, tasks, and email between Outlook and Oracle RightNow CX, you can also implement a Microsoft smart tag in Outlook to open incidents directly from an email.

Staff members who are using Outlook 2007 must enable smart tags through Tools > Options > Mail Format > Editor Options > Proofing > AutoCorrect Options > Smart Tags.

Outlook recognizes certain types of data in your email, such as an address, and lets you perform actions on that data. In addition, Oracle RightNow CX lets you install a smart tag that recognizes incident reference numbers contained in email messages. When you right-click the reference number in an email message, the incident automatically opens in RightNow CX.

To install RightNow CX SmartTag:

1. Close Outlook.

2. In RightNow CX, click the CX button and select Links > Install Incident Reference Number Smart Tag. The SmartTag Setup Wizard opens.

3. Click the Next button to open the Select Installation Folder window.

4. To install SmartTag in a different location, click the Browse button, select the folder where you want to install SmartTag, and click the OK button.

5. To see a list of the drives where SmartTag can be installed, click the Disk Cost button. Click the OK button when you are finished.

6. Click the Next button to open the Confirm Installation window.

7. Click the Next button to begin the installation. After the installation is complete, the Installation Complete window opens.

8. Click the Close button to complete the installation.

To open an incident using RightNow CX SmartTag in Outlook:

1. Hover over the incident number smart tag in the email message. The smart tag indicator appears.

2. Click the smart tag indicator and select Open Incident within CX Console.

Note: If you are using Outlook 2010, you must right-click the reference number and select Additional Actions to view smart tag options

If the CX Console is already open, the incident opens. If the CX Console is not open when you select Open Incident, you must log in to Oracle RightNow CX for the incident to open.

Important Note 1: After the RightNow up-grade IT faces huge issue with the installation of the new version of outlook integration: Outlook Integration MSI Data cannot be installed centrally and the IT needs to do it locally, on every User Stations. Therefore it takes some time before all users gain installed the Outlook Integration and meantime the Outlook sync is not available on user’s stations.

Important Note 2: Prevent users from creating contacts via Outlook Sync using profile permissions: Even though the profile only has Read permissions for Contacts using the outlook sync facility allows them to create contacts.

Configuring Outlook Integration

Microsoft Outlook can be integrated with Oracle RightNow CX Cloud Service, enabling you to share your contacts and tasks and synchronize your email. Using Outlook integration, your data will be more complete and up-to-date, and you’ll no longer need to switch back and forth between applications. You can also create contacts and incidents when syncing Outlook email with Oracle RightNow CX.

Outlook integration is comprised of the following components.

Contact synchronization: Enter contact information one time, in either Oracle RightNow CX or Outlook, and have that information shared in both applications.
Task synchronization: Enter task information one time in either application and have that information shared in both applications.
Email integration: Append Outlook email, including attachments, to existing contacts, organizations, opportunities, and incidents in Oracle RightNow CX.

The following actions must be taken to use Outlook integration.

Step 0: Enable Outlook integration on your site: Contact your Oracle account manager.
Step 1: Add or update profiles to include Outlook integration permission.
Step 2: Install Outlook integration software on agent workstations.

Step 1: Adding Outlook integration permissions to profiles

You can be assigned full Outlook integration permissions (contact and task synchronization, email integration) or any combination of the three permissions.

To add Outlook integration permissions to a profile:

1. Click the Configuration button on the navigation pane and double-click Profiles under Staff Management.

2. Open the profile you want to edit.

3. Click the Permissions button on the ribbon and then the Outlook Integration tab.

4. To allow staff members to append Outlook email to contacts, organizations, opportunities, and incidents in RightNow, select the Email Integration check box.

5. To allow staff members to share contacts between Outlook and RightNow, select one or more of the Contact Synchronization check boxes.

To share contacts that are in the Opportunities state, select the Opportunities Contacts check box.
To share contacts that are in the Service state, select the Service Contacts check box.
To share Outlook contacts with RightNow, select the Outlook to Server check box.
To share RightNow contacts with Outlook, select the Server to Outlook check box.

6. To allow staff members to share tasks between Outlook and RightNow, select one or both of the Task Synchronization check boxes.

To share Outlook tasks with RightNow CX, select the Outlook to Server check box.
To share RightNow CX tasks with Outlook, select the Server to Outlook check box.

7. To select different email synchronization reports for determining the contacts, opportunities, and incidents to return during email synchronizations, click the Search button to the right of the report you want to change. The Select Report window opens and the Outlook Integration folder expands by default.

Step 2: Install Outlook integration software

After Outlook integration has been enabled and you have been assigned the correct profile permissions, you must install the necessary components on your workstation. When you install Outlook integration, RightNow CX checks your profile to see which components (email, contact, and task) you have permission to share and synchronize. The installation process adds Share and Sync buttons to your Outlook toolbar.

To install Outlook integration:

1. Close Outlook.

2. From RightNow CX, click the CX button and select Links > Install Outlook Integration. The RightNow Outlook Sync Setup wizard opens.

3. Click the Next button to open the Select Installation Folder window. (It is recommended that you install Outlook integration at the default location of C:\Program Files\Oracle RightNow Outlook Sync).

4. To install Outlook integration in a different location, click the Browse button, select the folder where you want to install Outlook integration, and click the OK button.

5. To see a list of the drives where Outlook integration can be installed, click the Disk Cost button. Click the OK button when you are finished.

6. If you are the only staff member who uses your workstation, select the Just Me radio button.

7. If other staff members have accounts on your workstation and must also use Outlook integration, select the Everyone radio button.

8. Click the Next button to open the Confirm Installation window.

9. Click the Next button to begin the installation. After the installation is complete, the Installation Complete window opens.

10. Click the Close button to complete the installation.

With the proper components installed, you’ll want to review and possibly customize your sync options before using Outlook integration.

Important Note: RightNow currently does not support integration with Microsoft Outlook 2010 64-bit. You can use Outlook 2003, 2007 and 2010 32 bit. 64-bit is NOT supported.