KF API OOW Template - Community

Report
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Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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Introduction to Oracle
RightNow CX Cloud Service
Connect Knowledge
Foundation API
Chris Omland
Senior Principal Product Manager
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Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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Safe Harbor
The following 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.
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Copyright
© Oracle
2012, Oracle
its affiliates.
All reserved.
rights
Copyright
© 2012,
and/or and/or
its affiliates.
All rights
reserved.
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Welcome & Introductions
 Chris @ Work:
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Chris.omland@oracle.com
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http://www.linkedin.com/in/omland
 Waterski
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Developer of voice platforms
 Mountain bike

–
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VXML, ASR, TTS, SIP, MRCP
RightNow Connect
Senior Product Manager Product Strategy

Portfolio Strategy

Strategic Partnerships
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
 Road bike
– Winter
Partner Enablement
Sr. Product Manager Integration / Extension

–
– Summer
Technical Product Manager

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 Chris @ Play:
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 Snow ski
 Snowmobile
Program Agenda
 Knowledge Foundation API Vision
 RightNow Knowledge Foundation Introduction
 Understanding API Differences
 API Walkthrough
 Q&A
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Knowledge Foundation API
Vision
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Changing Consumer World
Social, Mobile, Local mega-trends are
driving this change
Platforms are emerging all around us
Real-time & contextually aware
experiences are the new norm
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Changing Consumer
Expectations
Changing world is driving a change in
expectations
Consumers expect YOU to support them
when and where they need it
Interactions will not just happen on your
web site or contact center
Interactions will happen where your
consumers are interacting
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Knowledge Foundation API
Vision
Support knowledge as a service in any
application, device or other service
Expand knowledge beyond RightNow
knowledge
Support eco-system of application services
that leverage the RightNow KF API
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Knowledge Foundation API
Full Knowledge API
Service Implicit
Operations
Multiple Service
Endpoints
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•Search
•Get Knowledge Content
•Rank
•Get SmartAssistant
•Etc…
•Expand variables
•Handle conditional sections
•Update knowledgebase
properties
•PHP
•SOAP
•REST Coming Soon!
RightNow Knowledge
Foundation
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Oracle RightNow CX Cloud Service
RightNow
Social
Experience
TM
RightNow
Contact
Center
Experience
RightNow
Web
Experience
TM
Intent Guide
Web / Mobile Self-Service
Chat / Co-Browse
Email Management
Self-Service Facebook
Support Community
Innovation Community
Social Monitor
Dynamic Agent Desktop
RightNow
Engage
TM
Customer Feedback, Outreach, Analytics
App Builder, Knowledge Foundation,
Natural Language Search, Mission Critical Operations
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TM
Knowledge Access Comparison
Use Case
CWSS
Customer Portal
Syndication Widgets
Create, Update, Destroy
Basic Read
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Support conditional sections
N/A
Support variables
N/A
Support answer links
N/A
Search
N/A
Smart Assistant
N/A
Update Knowledgebase Properties
N/A
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KF API
Understanding Knowledge Learning
User Clicks Answer
KNOWLEDGE
Knowledge Foundation
*Not an exhaustive listing of KF Learning
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Understanding Read vs. GetContent
 Isn’t CWSS Read the same as the KF API Getcontent?
– No KF API handles conditional sections, variables and links
CWSS Read
KF API GetContent
<rn:answer_section title="Help" access="2">This is test help conditional
section</rn:answer_section>
To change your address, simply log onto the Global Wireless Customer area. Enter your
wireless
To change your address, simply log onto the Global Wireless Customer area. Enter your wireless
phone number and password to access your account. Click My Profile to change your personal
information,
including your address.
phone number and password to access your account. Click My Profile to change your
personal information,
This is test everyone conditional section
including your address.
<a href=http://omland.rightnowdemo.com/a_id/12>This is a test ansswer link</a>
<rn:answer_section title="Everyone" access="1">This is test everyone conditional
section</rn:answer_section>
<p>This is a test variable 1302 birch drive.</p>
<rn:answer_xref style="TEXT-INDENT: 0in" target="_new" contents="This is a test answer
link" answer_id="2" />
<p>This is a test variable $street_add</p>
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Understanding CWSS and SmartAssistant
 Can’t I just run SmartAssistant using a report?
– SmartAssistant is not driven by a report
 CWSS has no operation to invoke SmartAssistant
– CWSS cannot obtain SmartAssistant results
 Can’t I just use search?
– Yes, but search is not the same as SmartAssistant
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Understanding Knowledge Properties
 Can’t I just ‘Update’ an Answer and update these learning properties?
– No, they are not exposed on the Answer object
– Note the fields: No solved count
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API Walkthrough
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Learning More & Getting Started
Developer.rightnow.com
 Developer Community
– Developer Guides
 Getting Started
 API Documentation
 Object Model Docs
 Sample Code
– Support Forums
 Staffed by Oracle RightNow engineers
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Next Steps




Check out these related sessions
–
CON10320 - Using Oracle Knowledge Integration Options in Web and CRM Applications, Tuesday, Oct 2, 10:15 AM 11:15 AM
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CON10333 - Oracle RightNow CX Cloud Service Connect Web Services for SOAP API: Intro, What’s New &
Roadmap, Tuesday, Oct 2, 11:45 AM - 12:45 PM
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CON10332 - Oracle RightNow CX Cloud Service’s Connect PHP API: Intro, What’s New, and Roadmap, Wednesday,
Oct 3, 3:30 PM - 4:30 PM
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CON10328 - Introduction to Oracle RightNow CX Cloud Service’s Connect Knowledge Foundation API, Thursday,
Oct 4, 11:15 AM - 12:15 PM
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CON10329 - Introduction to Oracle RightNow CX Cloud Service’s Connect Desktop Add-In Framework, Thursday,
Oct 4, 2:15 PM - 3:15 PM
Hit the DEMOgrounds
–
Moscone West & Moscone North, Upper Lobby
–
Monday 10:00 AM - 6:00 PM, Tuesday 9:45 AM - 6:00 PM, Wednesday 9:45 AM - 4:00 PM
Attend the Customer Experience Summit
–
Wednesday through Friday, Oct. 3-5 (this week!)
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Featuring Seth Godin, author of ‘The Purple Cow’ and special guests from Gartner, Forrester
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30+ session dedicated to Customer Experience and the executives that make it happen
Download this presentation
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www.oracle.com/openworld, in the ‘Content Catalog’
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QUESTIONS?
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