Expert Seminar: Using Guided Assistance
for Consumer Troubleshooting
Chris Tarabochia
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© RightNow Technologies, Inc.
Introduction
RightNow's CX Web
Experience
Chris Tarabochia
Product Manager Web Solutions
Web Experience Center of Excellence
As part of RightNow CX,
RightNow Web Experience
gives your customers access to
your organization’s information
with a feature rich, branded
online customer experience
solution from their desktop or
smartphone. This allows your
customers to serve
themselves, receive online
agent assistance or seamlessly
transition to agent voice
assisted channels based on
their needs.
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Agenda
Overview
For Consumers
Extending and Integrating
Resources
Questions
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Overview
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What is Guided Assistance?
Guided Assistance gives agents and consumers the ability to
locate answers or text explanations by selecting responses
from question branches
Directed scenarios
Troubleshooting
Augment search and browse capabilities
Multi-channel Guides for Agents and Consumers
Chat
Email
Phone
Tool-set for building and maintaining
guides
SmartClient
WSIWYG editor
Customer Portal
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Guides vs. Scripts vs. Workflow
Guided
Assistance
• Good for linking KB articles, web pages together
thru decision tree process
• Good for troubleshooting scenarios
• Can be used for light scripting for phone agents
• Exposed to consumers and/or agents
Agent
Scripting
• Call center agent prescription dialog for customer
interaction
• Can collect data for or present data from the
database
• Agent-facing only
Desktop
Workflow
• Systematically automates recurring tasks, steps,
integrations
• Agent-facing only
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Who Will Create and Manage Guides?
Content Owners
RightNow Administrators
• Create answers
• Create decision tree for a guide
• Similar to Content Owners in
smaller companies
• Schedule and run reports
• Manage access
PERSONAS
Designers
Developers
• Create additional assets for guides
(images, flash, etc.)
• Apply company branding to
Customer Portal pages
• Modify widget attributes
• Similar to Designers
• Extend or make additional
customizations
• Integration to third-party websites
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Who Will Use Guides?
Consumers
Agents
Consumers
For self service troubleshooting
Browsing for answers based on complex steps towards resolution
Understanding complex language
Agents
Email/Web
Phone
Chat
Light Scripting
Integrated into other areas within the agent desktop
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Steps to Enable Guided Assistance
Add Guided Assistance to the navigation set for your configuration list
Grant profile permission to create guides
Assign profiles to staff accounts
Create Content (answers or assets) and Guides
Add Guided Assistance to the Incident or Chat Workspace
Place Guided Assistance on Customer Portal (only if upgrading)
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Planning for Guides
Identify need
Identify answers
Identify flow
• What are the top five call
center issues? Ask your
agents! Or other experts
• What are the most
complex troubleshooting
steps?
• What topics have steps
which are easily
repeatable?
• What resolution exists in
your knowledgebase
today?
• What gaps do you have in
your content?
• Smaller decision trees =
greater manageability
• Guides can link to guides
Save guide (guide is
live immediately*)
Report on guide
usage over time
Build guides
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Guided Assistance Roadmap
Disclaimer – future statements about
features and functionality does not
guarantee delivery dates and/or feature
availability
Mobile
Chat
Syndicated Guided
Assistance
Usability
Enhancements
Complex Decision Tree
Enhancements
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Guided Assistance for
Consumers
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© RightNow Technologies, Inc.
Why Does Guided Assistance
Help Consumers?
Consumers provide a variety of interactions
through multiple devices, such as web, mobile, and
personal devices
Construction of guides may vary by device
Benefits include:
Duplicate an expert’s decision making
process
Reduce problem resolution time
Provide consistency
Simplify complex troubleshooting or complex language
Consumer-specific Reporting
Web integration to third-party sites or back to
Customer Portal
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Guided Assistance Consumer Examples
Bob Porter has just purchased a
new printer and is having
difficulty setting it up.
Suzy Comstock has been using
their camera for about a year,
and now it is shutting off when
trying to zoom. They are unsure
what to do and want to try to
resolve the issue. Unsure about
the warranty coverage they are
concerned about potentially
additional repair charges.
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Guided Assistance Consumer Examples
George Mason is
completing his tax return
and is wonder if he can
claim his moving expenses.
Bill Blue just bought a new
bluetooth headset for his
mobile device. He is having
difficulty configuring the
device and does not have
the documentation nor
does he know the model
number.
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Guided Assistance for Consumers
Internal
Confidential
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distribution
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Guided Assistance Reports
Answers in Guided Assistance
Provides list of answers used in guides
Guided Assistance Diagnostics
Shows branches without answer/text explanation in red; text explanation only in yellow
Guided Assistance Usage
Summation of customer/agent/chat usage by guide
Guided Assistance Search
Searches START answers containing guides; used in agent workspaces
Guides Utilized by Agents
Number of guides used by agent from incidents
Guides Utilized by Chat Agents
Number of guides used by agent from chat
These reports require cached data
Answers Viewed by Guide
• End-point answers viewed and the guide they were viewed from
Guide Session Details
• Provides detail of customer responses when using guides
Guided Assistance Effectiveness
• Shows guide usage total, percentage of selections, questions abandoned
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Extending Guided Assistance
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Enabling Guided Assistance on Customer
Portal
Use Case:
A customer is
upgrading and
wants to use
Guided
Assistance on
their Answer
Detail Page
Tools to Use:
Dreamweaver
Firefox with
Firebug and Web
Developer
Extensions
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Extending the Customer Portal Widget
Just like other widgets, use HTML and CSS to
modify the layout presentation
Copying this widget is not recommended for
making complex changes
Decision tree modifications can be difficult to manage,
change and keep from breaking over time
Let us know through the idea exchange for new ideas
on enhancements
With web integration you can use name/value pairs
to send to other web forms or back to another CP
page
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Understanding GuidedAssistant
Widget
Use Case:
The customer is requesting CSS
and code modifications to the
widget layout or behavior
Tools to Use:
Dreamweaver
Firefox with Firebug and Web
Developer Extensions
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Guided Assistance and Web Integration
Use Case:
Based on a series of decisions,
send the captured information to
an external third-party for warranty
processing
Tools To Use:
Guided Assistance Editor
Answer Editor
Notes:
Need to send a POST if integrating
back into Customer Portal
Don’t forget to put in the “Question
Name” value for naming the value
for passing through web integration
?a_id=27&kw=example&sno=1&serial_number=12334&original_purchase_date=12%2F29%2F98&
some_random_pair=some_random_value&session=Ef68Zl1k
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Guided Assistance and Fire Named
Event within Agent Desktop
Use Case:
Based on a series of
questions, show the required
fields within the incident
workspace for the agent to
complete
Tools to Use:
Guided Assistance Editor
Workspace Editor – Incident
workspace
Named Events
Notes:
Can interact with the
workspace based on Named
Events, Guide Finished
Can trigger another guide
from within the guide
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Guided Assistance May 2010 Resources
Resource
Location
User Manuals
http://community.rightnow.com/customer/documentation/
may10/manuals
Community
http://communities.rightnow.com/
Developer Community
http://developer.rightnow.com/
Tutorial
http://community.rightnow.com/customer/tutorials/may10/
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Questions?
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© RightNow Technologies, Inc.
Questions
Sara – “I'm curious to see what functionality is available with
custom fields. We're interested in using customer guided
assistance to not only better direct customers to helpful FAQs,
but to also gather information to better assist our agents once
they get the incident.”
Can a guide collect information about the selections and path
and pass those on?
What data is collect about guides? How can I tell if they are
effective?
What is the best practice for constructing guides?
Can guides be used with chat agents? If so how? And what are
the benefits?
What is the difference between guides and agent scripts?
When do I use one vs the other?
Can I start a user in the middle of a guide?
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Back-up
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© RightNow Technologies, Inc.
Feature Highlights
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Previewing guides
Use preview to confirm correct function and display
From within your Guide > Preview
Agent Preview
• Opens the guide in a separate window and shows you the
guide exactly as your agents will see it
Web Preview
• Opens the guide in a separate window and shows you the
guide exactly as your customers will see it
* Web Preview excludes the toolbar that is available on Agent Preview
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Using Preview
Preview opens a new window and shows the first question in
the guide
To view the guide’s contents, respond to the first question just
as you would if you were an agent or consumer using the
guide
Additional questions, responses, answers, and text explanations display
as you navigate the guide’s branches
Click the OK button to close the window
View all guide branches simultaneously using Agent Preview
From Preview window > select Expand Navigator to open the panel to
display guide contents and access a branch or question quickly
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Exporting and Importing Guides
Guides can be exported to an XML file for import into other
RightNow interfaces for reuse and/or creation of a new guide
To export/import, open your guide > choose the RightNow
button > Export Definition or Import Definition
NOTE: Exported files cannot be externally modified
The exported XML file has a hash value that is used when the file is imported to determine if the file has been modified
externally
If modified, an error message notifies you that the file is invalid
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Extract: Export a Portion of a Guide
Use extract to move or export a subset of the guide
Within the guide, select the top-most question that you
want to select and choose Extract from the ribbon
This extracts all responses, answers, and text explanations
Create a New Guide, Replace a guide, or Export to a
file location
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Create or Associate Start Answer
To create a new start answer:
Access Guided Assistance Explorer > edit guide
From the ribbon > Create Answer
• NOTE: This creates START answers, not END answers
To associate an existing answer:
Navigate to Answers Default report > find and open your
answer
Set the answers.guided assistance field (Details tab) to
your guide
NOTE: Guides are not interface-specific, but answers
could be!
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Introducing: GuidedAssistant Widget
Included on reference implementation: answer/details page
Upgrades from pre-May 2010 CP versions must add this widget
OR
Create a custom page within CP for this widget
Point all answers to the same guide
OR
Point a start answer to a specific guide
Answers without guide association
will not show this widget
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GuidedAssistant Widget Attributes
Name
Attribute
Type
Description
Default
Label Answer
Result
label_answer_result
STRING
Label to display along with an answer response
Please consult the
following information
Label Popup
Launch Button
label_popup_launch_button
STRING
Label to display on the button that opens the page
specified by popup_window_url
Launch the
Troubleshooter
Label
Question Back
label_question_back
STRING
Label to display on the question back button when
single_question_display is set to true
Go back to previous
question
Label Start
Over
label_start_over
STRING
Label to display on the start over button when
single_question_display is set to true and the final
result of the guide has been reached
Start over
Label Text
Response
Button
label_text_response_button
STRING
Label to display on the submit button that appears
along with text responses
Label Text
Result
label_text_result
STRING
Label to display above text explanation content
Please read this
response
Popup
Window URL
popup_window_url
STRING
URL of page containing another instance of this
widget that will display when a launch button is
clicked
(Blank)
Single
Question
Display
Single_question_display
BOOL
Set to true if questions should be displayed one-ata-time and previous questions should be hidden
false
Guide ID
static_guide_id
INT
If specified, the ID of the guide to display. Takes
precedence over g_id or a_id specified in the URL
0
Tab Index
tabindex
INT
Tab stop index for widget; Min: 0
(Blank)
OK
Setting this value to an ID overwrites any associations to other guides
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Add GuidedAssistant Widget to CP Pages
Best placement: answers/detail page
Or place the guide on a standalone CP page
View in the Tag Gallery
Widgets > Standard > Knowledgebase > GuidedAssistant
Determine which CP page/location and add widget
<rn:widget
path="knowledgebase/GuidedAssistant" />
Adjust attributes if desired
CSS controlled in the theme:
• euf\assets\themes\<themename>\widgetCss\GuidedAssistant.css
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Using a Static Guide
Using the GuidedAssistant attribute “static_guide_id”
requires the ID of the Guide you have created
To find the Guide ID:
Access the Guided Assistance Explorer to view the list of
guides
Add the ID column to this list:
• On the ribbon, click Choose Details > select the ID checkbox in
the dialog box > click OK to view the ID value for each guide
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Guided Assistance Reports
Navigate to Analytics > Reports Explorer >
Public Reports > Service > Guided
Assistance for standard reports
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Understanding GuidedAssistant
Widget Continued
All CSS is name
spaced with “rn_”
Be cautious of similar
CSS affecting other
form elements
Utilize Firefox with
Firebug
Remember to test
your other node types
within the guide
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