© RightNow Technologies, Inc.

Expert Seminar

Custom Objects

Mark Ericson

Director, Product Management

Platform Center of Excellence

RightNow CX

CX for Facebook

Support Community

Innovation Community

Cloud Monitor

Customer Feedback

Service Sales Marketing

Analytics

Voice Experience

Manager

Dynamic

Agent Desktop

Customer Feedback

Service Sales Marketing

Analytics

App Builder

Mission Critical Operations

Knowledge Foundation | Natural Language Search

Intent Guide

Web / Mobile Self-Service

Chat / Co-Browse

Email Management

Intent Guide

Web / Mobile Self-Service

Chat / Co-Browse

Email Management

CX for Facebook

Support Community

Innovation Community

Cloud Monitor

Voice Experience

Manager

Dynamic

Agent Desktop

App Builder

A complete suite of development tools to rapidly

create, extend, and integrate customer experience

apps on the RightNow CX Cloud PlatformApp Builder

Experience

DesignConnect

Custom

Objects

Build Objects Connect API’s Design Experiences

Custom Objects

Web

Contact

Center

Social

Unique

RightNow Custom Objects enables Administrators and

Integrators to build & extend the Apps with Custom

Objects that support unique business processes

What is Custom Objects?

One of the most anticipated features for RightNow CX

Capability of RightNow CX ‘App Builder’

Enables customers, partners to extend the RightNow CX

data model to support business-specific needs

Also more efficient professional services projects

Allows automating and integrating custom business

processes using RightNow Agent Desktop, Customer

Portal and Connect integration

RightNow Experience Design

Agent

Desktop

Web

Experience

Contact Center

Experience

Social

Experience

Analytics

Marketing

Campaigns

Feedback

CX Cloud

Platform

Experience

Designer

RightNow Object Designer

Parent

Child

Association

Styles

Fields

Index

NotesLabels

Menus

Experience

Designer

RightNow Custom Object Designer enables

Administrators and Integrators to build and

manage Custom Objects directly in the application

Before App Builder & Custom Objects…

Custom Fields

Not available for all Objects

Extension Only

No new workspace types

Forced to overload objects

Limited fields per object

Custom Tables

Required PS Engagement

Can’t self-service extend

No standard API Support

Limited desktop support

Read-only

No workspace support

Note: Custom Tables no longer available with November 2010 release

Custom Objects Benefits

Rapid Seamless CustomizationNo need for Pro Services engagement, can be built by anyone (customers & partners)

Shorten duration to build new business solutions (hours not days or weeks)

Easy ongoing maintenance

Custom Object solutions will upgrade seamlessly

Easy to Use Low Learning Curve Leverage domain experts to create solutions

Leverage existing RightNow CX experience designers skills

Consistent usability and functionality for all RightNow apps, native and custom

Unbounded ExtensibilityExtended business processes (analytics, workspaces, rules workflow, scripting) all within RightNow Dynamic Agent Desktop

API support for Custom Objects enable new integration scenarios - Data synchronization with external system

Who Uses Custom Objects?

EVERYONE!!!Whether ‘design-time’ configuration tooling or working with the resulting custom business processes, Custom Objects touches everyone!

Business Analysts, Domain Experts, Consultants, AdministratorsDesign and build Custom Objects; Configure workspaces, workflow, reports, etc. to model and support custom solutions in RightNow

ISV & Systems Integrator PartnersCreate integrated custom solutions built on RightNow

Leverage Custom Objects for solution-specific storage

Developers (customer or ISV)Access Custom Objects through Connect APIs for integration and extension

RightNow Professional ServicesNo need to create custom tables

Complete business solutions may be created by non-developers

Agents & UsersAccess features built on Custom Objects

What can I do with Custom Objects?

Product Registration

Warranty Entitlement

Return Merchandise Authorization (RMA)

Product Notices (recalls, patches, updates)

Asset Tracking

Defect Tracking

Service Dispatch

ITIL Processes

Almost Anything you can Imagine !

Custom Objects Process

DesignModel Custom Objects in Object Designer

Creating custom relationships, fields, indices, permissions

DeployDeploy step in Object Designer makes Custom Objects available

• Database tables created, exposed to desktop, and exposed through APIs

CustomizeUse familiar desktop tooling to create agent-facing Workspaces, Workflow, Reports, and Scripts

Leverage Connect for PHP to create Custom Web Pages

IntegrateNot all solutions will require integration

For those that do Custom Objects available through APIs

Custom Objects – Desktop Support

Custom Objects capabilities are available pervasively

across desktop features designers and at runtime

Workspaces

Reports

Workflow

Scripting

Guided Assistance

Desktop Rules

etc.

No new skills required to leverage new objects!

Custom Objects – Customer Portal

Custom Objects available to Customer Portal develoeprs

through the recent Connect for PHP API

No widgets or automatic model support (yet…)

Connect for PHP makes it easy to work with Custom

Objects providing PHP ‘Objects’ for each Custom Object

Object Designer

What is Object Designer?

Object Designer is a new Desktop Administrative tool /

designer that allows ‘designing’ and ‘deploying’ the object

model extensions for Custom Objects.

Who uses Object Designer?

• Typically a business analyst, domain expert, or

administrator with some knowledge of database

concepts.

• Sometimes others will do the design, and they will create it

through the Object Designer tooling.

Custom Objects - Integration

Data Import Wizard

Allows

Connect Web Services for SOAP (WSDL)

Preferred API for Custom Objects

Uses ‘generic’ (untyped) objects to use Custom Objects

Connect for PHP

Makes custom objects available to Customer Portal PHP developers

Exposes ‘typed’’ Custom Objects

RightNow Object Query Language (ROQL)

Allow querying for Custom Objects via WSDL or PHP

Agent Desktop Add-in Framework

Supports Custom Objects through a generic object API

Custom Objects discoverable through Connect Web Services metadata

RightNow Object Query Language (ROQL)

Allow querying for Custom Objects via WSDL or PHP

No Custom Object support in XML-API and Connect Data Integration which are

now both deprecated as of December 31, 2010

Key take aways…

Easy

Use many concepts and tools you are

already familiar with

Fast

Seamless customizations

Created in Hours not days

No RNOW Pro Services needed

Flexible

Limitless application extensibility

Integrate with anything

© RightNow Technologies, Inc.

Questions?

This concludes the presentation.

Custom Objects Futures

General Enhancements Planned for Custom ObjectsNo specific dates yet…

Expanded Relationship CapabilitiesRelationships between standard objects

Standard Object as ‘child’ of Custom Object

• custom to standard (1:*)

Many-to-many (m:n) relationships

Expanded Field TypesAudit-Fields

Text-field Enhancements

Currency, Decimal, FloatingPoint, Date, …

Multi-select menus

Object Designer Usability EnhancementsUnification of Custom Objects & Custom Fields

Rollback to last-deployed

Easier Relationship Creation

Auto-dependencies for Export