Tag Archives: rightnow

Charles Darwin University optimises customer experience with Callista and RightNow CX integration

Challenges

In 2010 CDU deployed a single interface of the Oracle RightNow CX CRM. The objective was to implement a system that enabled the
University to achieve its enrolment targets by creating and managing quality interactions with prospective students, meeting their
information needs and assisting them to make the transition into CDU. This provides a ‘First contact’ to ‘applicant’ to ‘census date’ sales and
engagement pipeline for the systematic management of prospects through their transition into an enrolled student.

Solutions:

WDCi designed and implemented a Dell Boomi integration process to connect CDU’s Student Management System to the RightNow CX
CRM. The integration involves the create and update of current student data into the CRM. Complexities were involved due to the need to  identify and merge the historical prospective student data with their new current student record.

Read more in the PDF linked below.

Wedid: SATAC and RightNow Integration

Challenges

The client needs the student application data from SATAC to be integrated into RightNow for processing. The aim is to assist with decision making on the applications made to the institute. The client needs to synchronize these application data into RightNow.

Solution:

wedid_satac_rightnow

Purpose Enhance the application data to be synchronized accurately into RightNow and replace manual entry of large number of application records.
Applications SATAC
RightNow
Versions SATAC
RightNow Online
Tool Dell Boomi Atomsphere
Information SATAC Applicant > RightNow Contact
SATAC Application > RightNow Opportunity
Data Formats XML
Volumes ~50/day
Process SATAC Applicant creates/updates RightNow Contact
SATAC Application creates RightNow Opportunity
Schedule Daily
Complexity Medium

 

Wedid: Callista and RightNow Integration

Challenges

The client is using the Callista Student Management System and RightNow to assist with the marketing and tracking of student enrolments and status. The client needs to synchronize the enrolment information in Callista with RightNow.  

Solution:

wedid_callista_oracle_crm

Purpose Keeping records in Callista and RightNow in sync
Applications Callista
RightNow
Versions Callista
RightNow Online
Tool Dell Boomi Atomsphere
Information Callista Student > RightNow Contact
Callista Enrolment > RightNow Opportunity
Data Formats XML
Volumes ~500/day
Process Callista Student creates/updates RightNow Contact
Callista Enrolment creates/updates RightNow Opportunity
Schedule Daily
Complexity Medium

 

Wedid: RightNow and PeopleSoft

Challenges

Student records, and the application process are maintained in PeopleSoft, and marketing activity to attract new or repeat students is managed within RightNow. The challenge was that there was no way to tell what stage a student’s application was for the marketing team. This resulted in missed opportunities, or wasted calls to students who had already signed up. This resulted in data errors and inconsistency, as well as consuming a considerable amount of time for the staff involved. It also meant that the same student could be in both systems with different or duplicate details that were not linked.

Solution:

rightnowpeoplesoft

Purpose To synchronise Student Contact information between the PeopleSoft database and RightNow.
Applications RightNow
Peoplesoft
Versions RightNow – Hosted Version Aug 09
Peoplesoft – SQL server 2008 staging table
Tool Boomi Atomsphere
Boomi RightNow Connector
Boomi Database Connector
Information Student contact details
Data Formats No intermediate data format.
Volumes Batch process with ~200 records in each daily batch
Process The process retrieves a “delta” of the daily changes in the Peoplesoft staging database, and then uses a combination of criteria including Student ID, emails etc to match, Create and update records in RightNow
Schedule Daily
Complexity Simple process with some complex matching filters.

 

Wedid: Salesforce, RightNow and JIRA Integration

Challenges

An organisation uses Salesforce, RightNow and JIRA for their sales, CRM and support operations. The sales team uses Salesforce to manage their Accounts whereas the support agents and developers use RightNow and JIRA to record and resolve all support requests raised by the customers. The requirement was for a solution to eliminate the need to have each team member log into different applications to re-key data such as customer details, support requests and status.

Solution:

sfrnandjira

Purpose Automate account and contact synchronisation from Salesforce so that customers can directly create support requests in RightNow.
Automate product synchronisation from Salesforce to RightNow.
Automate support requests creation within Salesforce, RightNow and JIRA.
Applications salesforce.com CRM
RightNow
JIRA
Versions Salesforce
RightNow – Hosted Version Aug 09
JIRA Hosted
Tool Salesforce-RightNow-JIRA RIO <Demo>
Information Salesforce Contact/Account > RightNow Contact/Organisation
Salesforce Product > RightNow Products
RightNow Incident > Salesforce Case
RightNow Incident > JIRA Issue JIRA Issue > RightNow Incident
Data Formats XML
Volumes < 15/day
Process When a Contact/Account is created in Salesforce, it will be automatically created as Contact/Organisation in RightNow.For each new support request (incident) created in RightNow, it will be automatically created as a case in Salesforce. All updates will be reflected in the case when there are changes in the support request.

When the support request is escalated, an issue will be automatically created in JIRA and the support request will be populated with the JIRA issue key and link when it is resolved.

Schedule Hourly
Complexity Simple

 

Retrieve RightNow object’s custom fields (API ver 1.2)

In the new Oracle RightNow CX (e.g, May 2012), it allows you to add a custom field for a standard object (e.g, contact) via:

  1. Configuration -> Database -> Custom Fields
  2. Configuration -> Object Designer -> New -> System Attritbute

So, what is the difference? In the API point of view, the custom field created via Option 1 will be grouped in a standard custom field package (c) whereas the custom field created via Option 2 will be grouped in a custom package which can be created in the Object Designer panel. Below is the sample response for GetMetaDataForClass of Contact custom field:

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/">
	<soapenv:Header />
	<soapenv:Body>
		<n0:GetMetaDataForClassResponse xmlns:n0="urn:messages.ws.rightnow.com/v1_2" xmlns:n2="urn:generic.ws.rightnow.com/v1_2" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:n1="urn:metadata.ws.rightnow.com/v1_2">
			<n0:MetaDataClass>
				<n1:Attributes>
					<n1:MetaDataAttributeList>
						<n1:DataType>OBJECT</n1:DataType>
						<n1:DataTypeName>GenericObject</n1:DataTypeName>
						<n1:MetaDataLink>ContactCustomFieldsCO</n1:MetaDataLink>
						<n1:IsDeprecated>false</n1:IsDeprecated>
						<n1:Description />
						<n1:Name>CO</n1:Name>
						<n1:Nullable>false</n1:Nullable>
						<n1:UsageOnCreate>ALLOWED</n1:UsageOnCreate>
						<n1:UsageOnDestroy>IGNORED</n1:UsageOnDestroy>
						<n1:UsageOnGet>ALLOWED</n1:UsageOnGet>
						<n1:UsageOnUpdate>ALLOWED</n1:UsageOnUpdate>
						<n1:UsedAsName>false</n1:UsedAsName>
					</n1:MetaDataAttributeList>
					<n1:MetaDataAttributeList>
						<n1:DataType>OBJECT</n1:DataType>
						<n1:DataTypeName>GenericObject</n1:DataTypeName>
						<n1:MetaDataLink>ContactCustomFieldsc</n1:MetaDataLink>
						<n1:IsDeprecated>false</n1:IsDeprecated>
						<n1:Description />
						<n1:Name>c</n1:Name>
						<n1:Nullable>false</n1:Nullable>
						<n1:UsageOnCreate>ALLOWED</n1:UsageOnCreate>
						<n1:UsageOnDestroy>IGNORED</n1:UsageOnDestroy>
						<n1:UsageOnGet>ALLOWED</n1:UsageOnGet>
						<n1:UsageOnUpdate>ALLOWED</n1:UsageOnUpdate>
						<n1:UsedAsName>false</n1:UsedAsName>
					</n1:MetaDataAttributeList>
				</n1:Attributes>
				<n1:CanCreate>false</n1:CanCreate>
				<n1:CanDestroy>false</n1:CanDestroy>
				<n1:CanGet>false</n1:CanGet>
				<n1:CanUpdate>false</n1:CanUpdate>
				<n1:MetaDataLink>ContactCustomFields</n1:MetaDataLink>
				<n1:Name>
					<n2:Namespace>urn:objects.ws.rightnow.com/v1_2</n2:Namespace>
					<n2:TypeName>ContactCustomFields</n2:TypeName>
				</n1:Name>
			</n0:MetaDataClass>
		</n0:GetMetaDataForClassResponse>
	</soapenv:Body>
</soapenv:Envelope>

As you can see, there are two MetaDataAttributeList records with different MetaDataLink returned (the number of records could be more if you have more custom packages in your RightNow instance) in the response:

  • ContactCustomFieldsCO – refers to the custom fields that you created via Option 2
  • ContactCustomFieldsc – refers to the custom fields that you created via Option 1

In order to retrieve a complete list of contact custom fields, you have to perform 2 GetMetaDataForClass requests with the MetaDataLink (ContactCustomFieldsCO and ContactCustomFieldsc).

RightNow ROQL: Custom Field structure and format in Feb’12 API

In the latest RightNow API (February 2012 and May 2012 release), one of the important changes we need to be aware of is the structure of custom field and the query format in ROQL.

In the older API version, all custom field API name has a prefix of “c$”. e.g, c$mycustomfield. You can query the custom field data out by using the following ROQL:
Select ID, c$mycustomfield FROM Contact;
In the latest release, RightNow has structured the custom field by grouping them under the same Parent element called CustomFields. We can have better control and visibility to customfield in an object when constructing a SOAP request envelope for CRUD operation. Below is how a custom field looks like in ROQL and the SOAP response:
Select ID, Contact.CustomFields.c.mycustomfield FROM Contact;
Result:
<ns7:RNObjects xmlns:ns4="urn:objects.ws.rightnow.com/v1_2" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="ns4:Contact">
         <ID xmlns="urn:base.ws.rightnow.com/v1_2" id="1" />
         <ns4:CustomFields xmlns:ns2="urn:generic.ws.rightnow.com/v1_2" xsi:type="ns2:GenericObject">
         <ns2:ObjectType>
                 <ns2:TypeName>ContactCustomFields</ns2:TypeName>
         </ns2:ObjectType>
         <ns2:GenericFields dataType="OBJECT" name="c">
                 <ns2:DataValue>
                         <ns2:ObjectValue xsi:type="ns2:GenericObject">
                                 <ns2:ObjectType>
                                         <ns2:TypeName>ContactCustomFieldsc</ns2:TypeName>
                                 </ns2:ObjectType>
                                 <ns2:GenericFields dataType="STRING" name="mycustomfield">
                                         <ns2:DataValue>
                                             <ns2:StringValue>This is value for customfield</ns2:StringValue>
                                         </ns2:DataValue>
                                 </ns2:GenericFields>
                         </ns2:ObjectValue>
                 </ns2:DataValue>
         </ns2:GenericFields>
         </ns4:CustomFields>
</ns7:RNObjects>

 

If you would like to learn more about this, you can always download the sample client from RightNow.

Integrating to RightNow

 

URL www.rightnow.com
Description Cloud Customer Service Application
API Yes
Trial Version with API Access N/A
Protocol SOAP
Data Format XML
Authentication WS-Security Authentication: Requires Username and Password
API Limits 100 ROQL statements per SOAP request
10,000 ROQL output objects or rows per SOAP request
1,000 objects on Create, Get, Update& Destroy operation
100 Batch items per SOAP request
10,000 total input objects per SOAP request
Sample Use Case Callista’s Student Record > create/update > RightNow’s Contact
Callista’s Student Enrollment > create/update > RightNow’s Opportunity
Salesforce’s Account/Contact > create/update > RightNow’s Organization/Contact
Salesforce’s Cases > create/update > RightNow’s Incident
F2I 3.5
 Objects/Operations


TIM’s Tip: Integrate your Support System with your Issue Tracking System

Integration between systems is not only bringing data over from one system to another. It is an art to get two very different systems working seamless as one. In addition to having your data synchronized in both systems, you can also get a lot of business value from it.

Let’s take a Support System and an Issue Tracking System as an example. You may have a different combination of the following:

Whatever support system and issue tracking system you are using, you will get similar advantages if you integrate both systems together seamlessly:

#1 Use support volume to prioritize bug fix

Development teams can see the impact a bug has caused and prioritise accordingly. You can link one bug with many support cases together.

#2 Enhanced Communication between Support Engineer and Developer

click to view full picture

Support engineer and developer have a dedicated channel to chat. The content is hidden from the support system and the best thing is you don’t have to create 2 logins for everyone!

#3 Support Engineer to provide more details of the bug

When support engineer goes through the bug verification process, they can fill in useful information and that data will be synchronised over to issue tracking system. For example:

  • Environment: Operating system, browser, JVM version
  • Steps to reproduce
  • etc

All these can be automated by the integration process.

There are more benefits, but I can’t mention them all. If you are interested to find out how to do that, feel free to contact us.

Note: Special thanks to Daggy to share these wonderful ideas!

JIRA Integration Connector updated to support JIRA 4.0

We have updated our JIRA Boomi Integration Connector to support JIRA 4.0.  The updated Connector now provides you the ability to search for JIRA issues, utilising the powerful JQL.

Want to know more?  Contact us for some more details or a demo, we’re confident we can connect JIRA to your application.

Got 5 minutes?  Grab some popcorn and checkout our demo of Salesforce, RIghtNow and JIRA Integration.