Oracle RightNow Cloud Service Mobile Agent Solutioncommunities.rightnow.com/files/4db812a353/Mobile_Agent_Dec_2013... · Oracle RightNow Cloud Service Mobile Agent Solution Prepared

Oracle RightNow Cloud Service

Mobile Agent Solution

Prepared for MUG, Dec 2013.

Jason Davis, Sr. Principal, Product Mgmt

2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Agenda

• Mobile Trends

• Oracle Service Cloud Mobile Agent

– Solution Overview

– Solution Details: Profile Driven, Permissions, Customization,

Localization, Security Related Controls

– Required Setup (CX Answer 5493 - Enable and Customize the

Mobile Agent App)

• Demonstration (Live or Screenshots)

• Recap & Roadmap

https://cx.rightnow.com/app/answers/detail/a_id/5493






2013

Enterprise Adoption of Mobility

Enterprise Adoption of Tablets

is Growing Very Rapidly

Growth in adoption of both

BYOD and Company-owned devices

Dimensional Research Survey, May 2011

Share of tablet shipments going to enterprise (projected)

13%

2017

20%

(source: IDC, August 2013)


Mobility Saves Time & Money

CDW, IT Monitor, May 15, 2012 CDW, IT Monitor, May 15, 2012

25%

49%

19%

3% 4%

Impact of Tablets & Smartphones on Organization Productivity

Significant Increase

Slight Increase

No Impact

Does not apply

No increase

12%

38%

2%

29%

4% 16%

Impact of Tablets & Smartphones on Organization Cost Savings

Significant Savings

Slight Savings

Slight Increase

No Impact

Does not apply

Slight decrease


Agenda

• Mobile Trends






Mobile Agent App)


• Recap & Roadmap







Mobile Service for Agents Challenges, Capabilities and Value

6

• Unable to view or update

information while away from

the contact center

• Not informed of

performance when away

from the desk

• Reliance on network

connectivity for access to

information from mobile

devices

• Clunky user experience

when generalized rather than

optimized

• Access Incident & Contact

Information - Update

Incidents and lookup

contacts

• Monitor Exceptions – Use

Filters and Views to identify

Incidents that require aid

• Offline Cache – Snappy

load time and on-demand

updates when connected

• Designed for iPad - A

Native App with optimized

layout and gestures

• Improve Incident

Resolution Time - View and

update at time of need

• Stay Informed - Always

connected and able to take

action

• Increase Productivity -

Never worry about wireless

signal strength again

• Delight Employees - Rich

capabilities with popular

devices

Challenges Capabilities Value


Mobility Landscape for Service

Field Service

Full featured asset mgmt,

scheduling, work orders, parts….

Oracle solutions (EBS + Siebel)

Partner solutions (TOA Technologies)

Mobile Agents Custom Apps

Unique use cases

Leverage development

platforms like ADF Mobile

‘Occasional’ use

Augment primary desktop

Increase availability and

responsiveness


Add the Power of Mobility to the Contact Center Mobility for Service Agents (*Nov 2013)

CAPABILITY HIGHLIGHTS

• Native iPad/iPhone* design to support offline cache,

client side dashboard and server side search

• Manage incidents and tasks including custom fields

• View contacts and organization information

including incident history and associated notes

• Access knowledge and surveys*

KEY BENEFITS

• Improve resolution time by always being connected

• Increase productivity with a complete view of

unresolved and incomplete items

• Delight employees with a highly responsive

application experience

* Other devices will be added in future releases


Agenda

• Mobile Trends






Mobile Agent App)


• Recap & Roadmap







Oracle Service (RightNow) User’s Profile

Mobile Agent is Controlled by User’s Profile

Permissions

•Authentication to Mobile Agent

•View/Add/Edit for Standard and Custom Objects

• Incident Message Email

•Note Permissions

• Forward Incident / Task / Answers Action

•Actions not even exposed on UI if user not permissioned

Navigation Set and Analytics

•Enable/Disable Access to Incidents, Contacts, Organizations, Custom Object, etc

•Associate Analytic Report to Incident, Contacts, etc to control which filters are applied & fields are displayed and searchable

Mobile Workspaces

•Manage Mobile View/Edit & Create Uis including:

•Custom Fields, Menus & Objects

•Controls for Attachments w/ upload, Hyperlink & Incident SmartSense

•Tabs for Related Notes, Tasks, Survey Results & Other Reports


Access to mobile agent app

Incident View/Add/Edit – Enables New Incident, Edit Incident, Incident Actions

(New Message)

– Edit Incident allows Message Email Send (No separate Send Response enforcement)

– Task Read, Add, Edit

– Allows Tasks to be read, enables New Task, Edit Task, Task Actions (New Note)

Edit Contact / Organization – Enables Contact/Org actions (New Note)

Thread Section on Contact / Org / Task – Edit/Delete Notes permissions enforced

Permission-driven Mobile UI

Set mobile permissions by profile


Navigation Sets Control the Shuttle Menu

Enables/disables access to

Incidents, Contacts, Organizations

and Tasks based on the Nav Set

for each mobile profile


Configurable Mobile Incident Workspaces

• Configure layout in the

Mobile Incident

Workspace

• Fields for Incident and

the related Contact and

Organization

• Supports standard and

custom fields

• Read/Write is

controlled at the field

level

• Most Object Designer

Fields features are

supported

16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 16

TAP View of Customized

Incident Workspace (New, View) • Expected result from New Incident dialog:

– Summary section is displayed first

– Any uneditable fields (like Date Last Updated) are not

displayed

– Editable fields are only displayed once, the first time

they are encountered. (like Contact not displayed in

Contact Details section)

– Sections (like Contact Details) will not be displayed if

no editable fields (if you remove co_menu)


Localization and Globalization Support

• Localized today into 25 languages

• Most text labels are pulled at

runtime from the Service Cloud

– Translated based on the language

of the interface the user connects to

• Name, Address, Date & Time

formats are correctly displayed on

the client

– Based on the locale setting of the

iOS device


Numerous Mobile Agent Security Controls

Server

• Enable/Disable the Mobile Server

• SEC_VALID_ADMIN_HOSTS* Config settings to

only allow connections from devices in whitelisted IP ranges

• HTTPS only over the wire

• Mobile Agent Authentication Permission

• Permission-Driven UI: Only display

actions that are explicitly permissioned

– i.e. Incident & Task New/Edit, Note Management,

Staff Account Actions

• Platform – RightNow Session History & Audit Trail, Password

Configuration Enforcement

Client

• Offline Encryption

– Based on Device PIN

• Session Timeout / Offline Timeout

– Session Timeout: After App is in ‘idle

state’ for xx minutes, require relogin

– Offline Timeout: Amount of time until

user must reconnect to cloud

• Recommend MDM Systems for

device Wipe, PIN Enforcements, Other

Mobile Policy Enforcement

– We are considering ‘Signed’ Versions of the

App with vendors like Good.


Agenda

• Mobile Trends






Mobile Agent App)


• Recap & Roadmap







Required Setup 1) Configuration Settings – Enable Mobility Server • Starting in 13.8, customers

enable Tap by modifying

the MOBILITY_SERVER_

ENABLED Config Setting

to Yes.


Required Setup 2) Set Profile Permission for Mobile Agent Authentication

You need to restart your Agent Desktop after enabling

the MOBILITY_ SERVER_ENABLED setting for this step

2 and 3.

• Set the Mobile Agent App Account Authentication

Permission for each Profile allowed to use Mobile

Agent

• During upgrade, if MOBILITY_SERVER_ENABLED

Config Setting was previously enabled, all profiles will

have this permission enabled. Otherwise, it will be

disabled.


Required Setup 3) Set Profile Analytic Report Permission to Open Mobile Report

• Set the Analytics Permissions to allow OPEN on

the Common / Mobile Agent Folder for each

Profile that you want to be able to use Mobile

Agent.

• During upgrade, if MOBILITY_SERVER_

ENABLED was set to true, all profiles that had

Mobile Agent App Auth permission enabled will

have this setting enabled automatically.


Agenda

• Mobile Trends





– Required Setup (CX Answer 5493 - Enable and Customize the Mobile Agent App)


• Recap & Roadmap






Add the Power of Mobility to the Contact Center Mobility for Service Agents


• Native iPad design to support offline cache, client

side dashboard and server side search

• Manage incidents and tasks



• Support your staff with ability to understand their

workload and reassign their incidents

KEY BENEFITS







Automatically cache information as

it’s accessed to support improved

performance and offline read access




• Native iPad design to support offline cache, client

side dashboard and server side search






KEY BENEFITS







Client Dashboard provides

pie charts, filtered lists and a

view of your iOS calendar

Search to find any locally cached

or server-side information




• Native iPad design to support intuitive interface,

offline cache and search that fetches data on-demand






KEY BENEFITS







Filter lists of

unresolved incidents

Create new

incidents











KEY BENEFITS







View and edit custom incident

fields; Take actions…











KEY BENEFITS







…such as new incident message

with send on save option











KEY BENEFITS







View, update and take

action on tasks











KEY BENEFITS







View contact and

organization information…











KEY BENEFITS







…including incident

history











KEY BENEFITS







View staff accounts and their incident

and task workload; Take actions with

appropriate permissions


Mobile Agent: Support for iPhone

• Smartphone: Support for Apple iPhone

• Knowledge: Search for and use RightNow Answers

• Customize Filtered Lists of Incidents

• Contact Enhancements: Create/Edit Contact, Review survey

result history

• Forward an Incident, Task or Answer to other Staff Accounts

• Enhanced Mobile Incident Workspace: Better layout control

with Tab Management and number of lines option for text fields

• Extend mobile access to a broader range of devices

• Empower agent effectiveness from anywhere with mobile

knowledge

• Improve Customer Management with new contact features

• Adapt to unique needs of your business

Capability Highlights

Key Benefits

Shuttle Menu for

iPhone Lists of Incidents

with Search

November 2013


Mobile Agent: Support for iPhone





result history






knowledge




Key Benefits

Incident

Summary Incident Details

Tab

November 2013


Mobile Agent: Knowledge





result history






knowledge




Key Benefits

November 2013


Mobile Agent: Knowledge





result history






knowledge




Key Benefits

November 2013


Mobile Agent: Customize Incident List





result history






knowledge




Key Benefits

Copy the Default Mobile

Report and Edit to Modify

the Fields Displayed

Modify Configuration Setting

MOBILITY_INCIDENT_LISTVIEW_REPORT

to be the AC_ID of the new Report


Mobile Agent: Contact Enhancements





result history






knowledge




Key Benefits

November 2013


Mobile Agent: Contact Enhancements





result history






knowledge




Key Benefits

November 2013


Mobile Agent: Forward to Staff





result history






knowledge




Key Benefits

November 2013


Enhanced Mobile Incident Workspace





result history






knowledge




Key Benefits

Field Group

Sections

&

Mobile Tab

Management

November 2013


Agenda

• Mobile Trends





– Required Setup (CX Answer 5493 - Enable and Customize the Mobile Agent App)


• Recap & Roadmap






Recap: Mobility for Service Agents (*Nov 2013)


• Native iPad/iPhone* design to support offline cache,

client side dashboard and server side search

• Manage incidents and tasks including custom fields



• Access knowledge and surveys*

KEY BENEFITS







44 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 44 Copyright © 2012, Oracle and/or its affiliates. All rights

reserved.

Insert Information Protection Policy Classification from Slide 8

The following (references to February 2014) 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.


Mobile Agent Roadmap February 2014

• Support for Custom Objects in the Mobile Shuttle

and Mobile Workspaces

• Use Analytic Reports to configure mobile search

and lists of Incidents, Contacts & Custom Objects

• Improved Mobile Workspaces: Contact & Custom

Object Workspaces; Report & Hyperlink Controls

• Use Camera to upload photos and videos to objects

that support attachments

• Personalize the mobile experience for your

company requirements

• Enhance user productivity with customizable lists

• Improve agent insight by augmenting information

with photo and video attachments


Key Benefits


<Insert Picture Here>

Questions?


<Insert Picture Here>

Thank You

Documents

Oracle RightNow Cloud Service Mobile Agent Solutioncommunities.rightnow.com/files/4db812a353/Mobile_Agent_Dec_2013... · Oracle RightNow Cloud Service Mobile Agent Solution Prepared