© 2007 RightNow Technologies, Inc.

RightNow TechnologiesCarolina’s User Group Meeting

RightNow TechnologiesWorkspace Designer v8.0

Sylvia NolanSolutions Consultant

June 19, 2007

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Agenda

• Workspace Overview

• Designing Custom Workspaces • Assigning Workspaces to Profiles

• Additional Tips and Tricks

• Q&A

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Overview

• RightNow v8.0 has a similar look and feel to Microsoft Outlook

– Left side: Folders and Navigation Bar enable the user to quickly navigate to the application area they need to work in

– Right side: Workspaces define the configuration of the content panes when users view, add or edit any records

• Workspaces are assigned to Navigation Sets to be accessed by each role

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Workspace Types

Answer Incident Multi Edit Quote

Answer Multi Edit Opportunity Quote Product

Contact Opportunity Multi Edit Service Opportunity Dialog

Contact Multi Edit Organization Task

Incident Organization Multi Edit Task Multi Edit

• All workspaces, including standard workspaces, are associated with one of the following workspace types:

• You can create multiple workspaces that all have the same workspace type– For example, you could create several different incident workspaces if your organization has a need for them

• You can define one workspace that staff members use when working with single records and a different one when they edit multiple records simultaneously (multi edit)

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Workspace Editor

Admin > Common > Workspaces

• You can’t change standard workspaces!

• Recommendation: add folders for organizing non-standard workspaces

• Workspace type is listed in the Type column of the explorer

– Recommendation: include the workspace type in your custom workspace name

• You can copy standard workspaces to use as a starting point for creating a custom workspace, or start from scratch

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Standard Workspaces

• If you do not specify workspaces in a profile, the standard workspaces are added by default

• For incidents, there is a second standard incident workspace called Incident-All. It contains:

– All fields and tabs of the standard incident workspace

– Product, category and disposition fields

– Smartsense meters for contact and staff members

Standard Incident

Standard Incident-All

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Custom Workspaces• RightNow v8.0 gives you the flexibility to create your own custom workspaces, specifying

every aspect of each workspace– You can create as many workspaces as you need– If you have created custom fields, these fields will need to be added to your workspaces– Custom fields can be placed anywhere on the workspace

• When you create a workspace, you define exactly what staff members see when they open, add, and edit records

– You can display or hide fields, toolbar buttons, tabs, and reports, positioning any of the workspace elements wherever you want on the content pane

– You can remove fields that are not needed, or hide fields that should not be seen by certain users– You can protect/secure fields from editing

• With simple drag-and-drop techniques and check box selection, you can create distinct workspaces for working with each type of record in RightNow

• In each profile you create for staff members, you can assign workspaces for working with each type of record

– Different profiles can use different workspaces, but all staff members with the same profile use the same workspace for each type of record

– When you create an incident workspace, for example, and assign it to a profile, all staff members with that profile see the same workspace when they view, add, or edit incidents

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Workspace Design Elements

• Workspace Designer Toolbar– Contains buttons for

working with the current layout

• Design Space– Working area where you

drag/drop fields, relationship items, controls

• Toolbox– Contains blocks for

creating custom layouts, including fields, relationship items, controls and toolbar

• Workspace Object Panel– Specifies basic and

advanced properties for the fields you choose

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Workspace Properties

• A workspace can have unlimited rows, which are not required to have uniform height– The height of a row is determined by the tallest element in

any of its cells

• A workspace stretches to fit the size of the design space– The final row fills the remaining height– If a workspace’s height exceeds the height of the design

space, a vertical scroll bar automatically appears– Fields and controls may span multiple rows or columns

• The advanced mode has a table control that allows you to add tables and specify other formatting properties

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Working with the Toolbox• Fields: pieces of information

making up a record (contact, incident, etc.) that change based on the layout type being edited

• Relationship Items: a special type of control, usually seen on a tab

– Can only be used once on a workspace

• Controls: elements for creating titles or other text labels and inserting reports, spacers and tab sets

– In the advanced mode, you can also add browsers, panels and tables

• Toolbar: allows you to customize the content pane toolbar, which is the toolbar that staff members see when they work on records

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Workspace Object Panel: Common Editing

• Hidden– Click the drop-down menu and select an option for making the

field hidden. The options are:o Never — The field is always visibleo On New — The field is hidden for new records, but visible on

subsequent editso On Edit — The field is visible for new records, but hidden on

subsequent editso On New and Edit — The field is always hidden

– Note: On multi-edit workspaces, the options in the drop-down menu are True to hide the field and False

• Label Text– Type the text to be displayed in the label for the field or control– To allow the use of accelerator keys (Alt + <selected

character>), type an ampersand (&) in front of the character you want to be the accelerator key

o For example, to allow staff members to move the focus to a field with the label “Last Name” by pressing Alt+l, type “&Last Name” in the label text property

• Column Span/Row Span– Type the number of columns/rows you want the field to span

o Note: There must be enough empty columns to the right of the field in order for you to increase the number of columns spanned by the field

o Note: There must be enough empty rows below the field in order for you to increase the number of rows spanned by the field

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Workspace Object Panel: Common Editing, continued

• Tab Index– Type a value in the property to determine the order in which

fields and controls can be tabbed through on the workspace o The first field or control is 0, and each subsequent press of the Tab

key steps through the items in numerical ordero You can set the tab index to whatever value you want, but it makes

sense to follow the order of the workspace fields and controls for ease of use

• Read Only– Click the drop-down menu and select an option for making the

field read-only. The options are:o Never — The field can always be edited by staff members who have

permissiono On New — The field is read-only for new records, but it can be edited

when existing records are openedo On Edit — The field can be edited on new records, but is read-only on

subsequent edits of the recordo On New and Edit — The field is always read-only

– Note: This property is disabled for the workspace’s required fields

• Spell Check– Click the drop-down menu and select a spell check option

from the following listo False — The field’s spelling is never checkedo True — The field’s spelling is checked when a staff member clicks on

the toolbaro As You Type — The field’s spelling is checked automatically as the

staff member types information in the field– Note: The As You Type option is available only for notes and

the incident thread

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Assigning Workspaces to Profiles

Admin > Common > Account Profile

• When you create profiles, you can assign one workspace for each workspace type that staff members can work with

• All staff members with that profile use the same set of workspaces when editing records

• If you do not assign a workspace for a record type, RightNow automatically defaults to the standard workspace for that type of record when you save the profile

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Additional Tips and Tricks

• RightNow requires certain fields for certain records, but you are not prevented from saving a workspace that does not contain the required fields

– You will want to be sure you have all the required fields for the workspaces you create

– Required fields will appear in red text with an asterisk on the workspace designer

• If you make and save changes to a workspace that staff members might be using at the moment, have them log out and then log back in to be sure that all your changes are applied to the workspace

• If you try to delete a workspace used in a profile, a message notifies you that the workspace is associated with a profile and asks if you want to continue

– If you delete the workspace, the profile reverts back to the standard workspace for the workspace type

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For More Information!

• RightNow User Community http://community.rightnow.com/customer/

– RightNow 8.1 Administrative Manual http://community.rightnow.com/customer/documentation/8.1/manuals/81_crm_admin_manual.pdf

– RightNow User Forums http://forum.rightnow.com/rightnowuser/