RIGHTNOW GUIDE: KNOWLEDGE BASE AND SEARCH BEST PRACTICES
|
|
- Wilfrid Simpson
- 8 years ago
- Views:
Transcription
1 RIGHTNOW GUIDE: KNOWLEDGE BASE AND SEARCH BEST PRACTICES Version RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All other trademarks are the property of their respective owners.
2 TABLE OF CONTENTS ESTIMATED TIME TO COMPLETE... 1 TARGET AUDIENCE... 1 UNDERSTANDING THE PROBLEM... 1 ADDRESSING THE PROBLEM THROUGH BEST PRACTICES ) Best Practice: Your Top 20 most frequent customer searches return great results ) Best Practice: Regularly monitor your customers' frequent searches... 2 THE RIGHTNOW PROCESS FOR KNOWLEDGE BASE TUNE-UPS... 2 DEFINTION OF TERMS... 6 REFERENCES ABOUT THE AUTHORS ABOUT RIGHTNOW TECHNOLOGIES DISCLAIMER COPYRIGHT
3 ESTIMATED TIME TO COMPLETE Assuming you have a reasonable working knowledge of RightNow CX, but no specific expertise with the RightNow Knowledge Base, this Tune-Up should take around 2 hours of focused time to complete. Time may vary depending on the depth of changes that you wish to make to your configuration. TARGET AUDIENCE This document is intended to be used in parallel with the Knowledge Base/Search Tune-Up Checklist, and should be read by anyone who wants to improve the experience customers have when searching for knowledge. UNDERSTANDING THE PROBLEM Ensuring that your Knowledge Base is properly optimized to help customers find what they need has benefits for both your self-service success rate as well as your customer experience. Knowledge Bases are RightNow s bread and butter. We have worked first hand through thousands of customer implementations; through this extensive experience we have seen a number of patterns arise and we d like to share these with you in the form best practices. Please note that for the remainder of the paper the abbreviation KB will be used to refer to Knowledge Base. ADDRESSING THE PROBLEM THROUGH BEST PRACTICES When thinking about KBs from a business perspective there are only two basic Best Practices. 1) Best Practice: Your Top 20 most frequent customer searches return great results Directive: Each popular search term should return an Answer for the customer's specific need within the top 1-3 results. RNT Guidance: Follow the KB Tune-Up process outlined in this document. Figure 1: A set of great search results 1
4 2) Best Practice: Regularly monitor your customers' frequent searches Directive: Configure the Keyword Search report be automatically ed to you once a week. RNT Guidance: Keep an eye on this report to watch for any changes to your Top 20 searches. If new Phrase Stems appears in this list, repeat the KB Tune-Up process for this new customer need. Instructions on setting the Keyword Search report to automatically itself to you weekly. 1) Use the Agent Desktop and navigate to: REPORTS EXPLORER >> Public Reports\Service\Site Reports\Keyword Search\Keyword Search\ 2) Create a copy of the Keyword Search report and save it somewhere you can remember. 3) Right click on your new copy and choose Edit Report Definition. 4) When in edit mode, under the Home tab, choose Scheduling. 5) Choose Add Schedule, and then change the format to HTML (Images/Charts sent in ). 6) Name the schedule, fill in your address, and set the Reoccurrence to weekly. 7) Save your report. THE RIGHTNOW PROCESS FOR KNOWLEDGE BASE TUNE-UPS Before going further, you may wish to review the Glossary at the end of this document. All bolded KB terms in this document have a corresponding definition listed in the Glossary. RightNow recommends the use of a basic process for troubleshooting and improving client KBs that use the actual words customers have entered into the search box as the basis for efforts to improve their experiences. This process begins by opening the Keyword Search Report located at: REPORTS EXPLORER >>Public Reports\Service\ Site Reports\Keyword Search\Keyword Search\ This report will show you the most frequent Phrase Stems that customers Search Strings can be reduced down to. Clicking on a row in the Answers column will drill down into the report and show you the actual Search Strings that each customer has entered into the search box. 2
5 Figure 2: A screenshot of a Keyword Search report. Figure 3: Clicking on the REGISTR phrase stem will show you the actual Search Strings that a customer has entered. You will then take the most popular Search String for the most popular Phrase Stem and visit your Customer Portal pages to perform this search. 3
6 Figure 4: The Search String Registration has been entered on the Customer Portal pages At this point, put yourself in the shoes of your customers in order to evaluate the Search Results shown and take action as needed to ensure that these results are of very high quality. Remember, this term Registration is the #1 thing that customers on this site are trying to find information on. You should invest appropriate effort to give these customers the best chance of self-service success. The flow chart below illustrates how the Tune-Up process proceeds from here. Please review this chart in detail. 4
7 FIGURE 5: The RightNow process for Knowledge Base Tune-Up You can see that if a top customer Search String returns great results, no further action is need for this search. You can simply proceed to the next most popular Phrase Stem and then proceed. Once you have worked your way though the Top 20 most popular searches, you can be confident that your KB is up to the minimum standard required for a successful web experience. Please note that to maintain this standard you will need to regularly monitor and take action on your Top 20 searches, as these change over time. To go beyond a minimum level of performance, there are several options available to you: 1) Use the Tune-Up process for ALL of your customer searches (not just your top 20). 2) Utilize the free KB Optimization 1 document available on the Customer Community to learn about to use of more advanced KB optimization techniques that are used by our Professional Services organization. 3) Leverage RightNow s paid Professional Services offerings for full service optimization. In addition to a full service KB Optimization 1 offering there is also a comprehensive full service KB Optimization 2 offering for larger customers with multiple interfaces and/or languages. If you are interested in these offerings, please contact your Account Representative. 5
8 DEFINTION OF TERMS Aliases - An alias is used when customers actual search terms don t match up with the official words you use in your KB. We recommend the use of an Alias instead of a Keyword when it is a term that broadly applies to your KB. This includes things like: Synonyms: Different customers will often use different words to describe the same thing. For instance three customers might refer to the thing they drive as an Automobile or Car or a Vehicle. Abbreviations: RNT and RightNow International variations in spelling: Such as Color and Colour. Certain Misspellings: Customers frequently misspell a word a particular way, such as RightNow, Right Now, and Write Now. If you have a word or phrase that is ambiguous (the same word means different things), do not use an Alias. An example of this might be a product called RightNow Live and a concept called Go Live Date. You should NOT use an alias here because Live can t be mapped to a single concept. Aliases are used during all searches and therefore require an extra level of cloud processing. If you have too many aliases it may impact both the speed and accuracy of your customers searches, so thoughtfully consider each addition to make sure it is useful for a large portion of your users. AND Search Setting your RightNow search engine to use AND type scoring will require that ALL terms entered into the search box be found in an Answer in order for it to be returned. While it may seem tempting to use this type of scoring to ensure only top quality results are returned, we almost always recommend clients use dynamic Search Result Limiting instead. Answer Content The actual information contained in the text of an Answer. This content is automatically indexed for searching, and any words which appear here do not need to have Keywords added for them. 6
9 Answer Editor The RightNow Answer console. This allows you add new Answers to your Knowledge Base or edit Answers you have already created. Figure 6: A screenshot of the RightNow Answer editor Answer Stop Words A Stop Word is used to prevent a certain term from being used in the scoring of all search results. By default this includes terms such as: I, a, the, but, be, by, can, will. It is common to add a new Stop Word if you Knowledge Base contains a word which is not useful to differentiate between Answers (such as your Company Name). Figure 7: The Answer Stopwords editor. Note that no Suggested Additions are shown this is normal and means that no Stopwords have yet been automatically detected. 7
10 Answers Last Access Time This is standard RightNow report available to you which shows you the Score (sometimes referred to as the Solved Count) for all of your Answers, and the time each Answers was last viewed by a customer. This score is incremented by usage. Field Bias This refers to the weights which are assigned to each of the Answer attributes that are searched through when looking for an Answer match. We do not normally recommend you change these values. These fields include: Product Category Keywords Box Subject(Summary) Question Answer Body File Attachments Two exceptions to this rule include: 1) Turning down (or off) the Keyword weight (see below), and 2) Turning down (or off) both the Product and Category weight. Keyword IMPORTANT: Keywords are used a bit differently in RightNow that you might expect, and you might instead think of them like Bonus Keywords. When authoring a new Answer, DO NOT assign any keywords! Remember that all words that appear in the Answer Content will automatically be used to return matches for this Answer. You only need to add an Individual Answer keyword if you wish to artificially boost the weighting of an individual word that customers are frequently searching for. For synonyms or customer misspellings, we recommend you instead use an Alias. In the long term, using an Alias will greatly improve your ability to maintain the KB. Keyword Search Report This is a standard RightNow report available to you, and is used to monitor what search terms customers are actually entering into the search box. The actual characters entered are broken down into Phrase Stems and then ranked by the frequency that customers have searched for this term(s). Careful monitoring of this report is critical to help you to uncover customer trends and needs, and take action by adjusting your search results or authoring new Answers to promote self-service. KB An abbreviation for Knowledge Base. KB Optimization 1 A more advanced methodology for KB tuning that goes beyond a Tune-Up. This methodology is available freely on the Customer Community[1] and also as a 2 day paid professional services offering. 8
11 KB Optimization 2 A paid Professional Services offering to ensure the highest level of KB performance tailored to a specific business use case. This engagement generally takes around 3 weeks of effort over the duration of a month and concludes with an on-site delivery of findings and implementation. OR Search Setting your RightNow search engine to use OR type scoring will return Answer matches for ANY terms entered into the search box. These results are then ranked according to how many times the word or phrase appear in the Answer in addition to the other Field Bias weights. OR Search is the preferred searching method when the document repository is relatively small (compared to Google or Bing), which is the case for all RightNow installations and even most complete corporate document repositories. Compare this against internet or library searching where the document repository is effectively infinite, where an AND search would be better suited. Most of our clients are using OR searching, and many of these clients augment this with Search Result Limiting. Phrase Stem: This refers to the basic word piece that is used for search indexing. Words such as Register, Registering, Registration, and Registered are broken down into the Phrase Stem of REGISTR and then treated as the same word. Phrase Stem is one of the columns shown on the Keyword Search report. Quantum Thermodynamics: This doesn t actually have anything to do with Knowledge Base or Search. We just wanted to make sure you were still awake! We know, we know - it was a dirty rotten trick but given that you carefully read this document, you should probably take our web survey ( to tell us if this tune-up was useful to you or not. Search Result Limiting Not to be confused with Search Thresholding, this feature uses a dynamic Artificial Intelligence algorithm when scoring customer searches. This feature combines the best of both words from OR searching and AND searching. While the actual algorithm is more sophisticated, you can think of this feature like doing an OR search first (which will return all possible results), and then performing and AND search to see if there is a group of top scoring high quality results which jump to the top and can be separated from the rest. Search Engine The RightNow technical solution that keeps track of which Answers contain what information ranks these Answers for relevancy and then returns Search Results. 9
12 Search Priority Words These used to be known as Topic Words in versions before May 10. This feature is used to manually show an Answer at the top of all Search Results when a certain Search Term is entered. Using a Topic Word is helpful when you are confident that you know exactly which Answer a customer wants to read when they search for a particular term. We do not you recommend you widely use Search Priority Words, and instead use them sparingly for special situations like when you have an Umbrella Answer. Figure 8: The Search Priority Words editor Search Results The actual Answers that are ranked and returned when a customer search has been performed. Search String Used to refer to the actual words a customer types into the search box. Customers Search Terms are shown in the Keyword Search report. 10
13 Figure 9: A customer has entered phone. This is stored in the Keyword Search Report as a Search String. Search Thresholding We do not recommend any clients use this feature. This feature has been replaced by the improved Search Result Limiting. Summary Line This field in the Answer Editor represents the title for the Answer that is shown in the search results. A good summary line should be a like a newspaper headline - accurate, punchy, attention grabbing, and limited to 5-7 words. Figure 10: Search Results are shown with the Summary Lines highlighted Solved Count This is an automatically calculated value which is intended to reflect how useful each Answer is. This number is sometimes referred to as the Score for the Answer. 11
14 Topic Word The old name for Search Priority Words that appears in Feb 10 and before. Umbrella Answer This is technically an Answer like any other Answer, but is called an Umbrella Answer because it serves as introduction or overview to a series of child Answers which describe the information in more detail. Umbrella Answers are commonly used for a Product when the customer enters a generic product query as a Search Term, you can then use a Search Priority Word to point them to your Umbrella Answer on this product rather than showing them a bunch of overly detailed individual Answers. An alternate to using an Umbrella Answer is to require that customers select a Product or Category before presenting them with popular Answers or a search box. See our Web Experience Design tune-up for more information on designing your support home page to support this style of interaction[2]. REFERENCES 1] RightNow Knowledge Base 1 Optimization document, Doug Warner, ay_2010.pdf 2] RightNow Tune-Up page, 3] Designing Search User Interfaces, M. Hearst, 2009, (Freely available online) ABOUT THE AUTHORS Ben Werner, Product Manager for Best Practices, has conducted extensive user research regarding self-service, usability, and customer centric design methods. He also holds a Master s degree in Human-Computer Interaction from the University of Minnesota and is a board certified Associate User Experience Professional. Doug Warner, Director of Product Management for Knowledge Foundation, has more than a decade of experience leading all aspects of the design and development of RightNow s Knowledge Base, currently holds 8 patents in the area and is an author on 8 peer-reviewed academic publications on knowledge management. Ben and Doug are not related. No really, we swear. 12
15 ABOUT RIGHTNOW TECHNOLOGIES RightNow (NASDAQ: RNOW) is helping rid the world of bad experiences one consumer interaction at a time, seven million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks, and contact centers, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. For more information, please visit RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market. DISCLAIMER The content contained herein may represent customizations made to our standard commercially available software and should not be construed to represent or guarantee our standard product capabilities. By sharing our product capabilities with you, we are not undertaking an obligation to develop the commercially available software with the customizations or features that may be demonstrated or reflected herein. Standard commercially available software capabilities are subject to change. RIGHTNOW TECHNOLOGIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE PRODUCT CAPABILITIES REFLECTED IN THIS DOCUMENT. COPYRIGHT This is a preliminary document and may be changed substantially prior to final commercial release of the software described herein. The material contained in this document represents the current view of RightNow Technologies on the topics discussed as of the date of publication. Changing market conditions may impact the positioning and challenges faced by the consumers of the material in this document, the content should not be interpreted to be a commitment on the part of RightNow Technologies, and RightNow Technologies cannot guarantee the accuracy of any information presented after the date of publication. This publication is for informational purposes only. RIGHTNOW TECHNOLOGIES MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of RightNow Technologies. 13
16 RightNow Technologies may have patents, patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document. Except as expressly provided in any written license agreement from RightNow Technologies, the furnishing of this document does not give a license to these patents, trademarks, copyrights, or other intellectual property RightNow Technologies. All rights reserved. 14
An Oracle Best Practice Guide April 2012. Best Practices for Knowledgebase and Search Effectiveness
An Oracle Best Practice Guide April 2012 Best Practices for Knowledgebase and Search Effectiveness Introduction Ensuring that your knowledgebase is properly optimized to help customers find what they need
More informationRIGHTNOW GUIDE: EMAIL MARKETING BEST PRACTICES
RIGHTNOW GUIDE: EMAIL MARKETING BEST PRACTICES Version 0.5 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All other trademarks
More informationRIGHTNOW GUIDE: Reputation Management
RIGHTNOW GUIDE: Reputation Management Matthew Lees, Social Media Consultant and Analyst 2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies
More informationCRM Form to Web. Internet Lead Capture. Web Form Configuration Instructions VERSION 1.0 DATE PREPARED: 1/1/2013
CRM Form to Web Internet Lead Capture Web Form Configuration Instructions VERSION 1.0 DATE PREPARED: 1/1/2013 DEVELOPMENT: BRITE GLOBAL, INC. 2013 Brite Global, Incorporated. All rights reserved. The information
More informationAn Oracle Best Practice Guide April 2012. Best Practices for Developing Answer Content
An Oracle Best Practice Guide April 2012 Best Practices for Developing Answer Content Introduction... 1 1. Write Content for Your Customers, Not for You... 2 2. Organize Your Knowledgebase... 2 3. Lay
More informationRedBlack CyBake Online Customer Service Desk
RedBlack CyBake Online Customer Service Desk Publication Date: June 2014 Copyright Copyright 2014 RedBlack Software Ltd. All rights reserved. Complying with all applicable copyright laws is the responsibility
More informationAdministrator s Guide
SEO Toolkit 1.3.0 for Sitecore CMS 6.5 Administrator s Guide Rev: 2011-06-07 SEO Toolkit 1.3.0 for Sitecore CMS 6.5 Administrator s Guide How to use the Search Engine Optimization Toolkit to optimize your
More informationPipeliner CRM Phaenomena Guide Sales Target Tracking. 2015 Pipelinersales Inc. www.pipelinersales.com
Sales Target Tracking 05 Pipelinersales Inc. www.pipelinersales.com Sales Target Tracking Learn how to set up Sales Target with Pipeliner Sales CRM Application. CONTENT. Setting up Sales Dynamic Target
More informationUPGRADE. Upgrading Microsoft Dynamics Entrepreneur to Microsoft Dynamics NAV. Microsoft Dynamics Entrepreneur Solution.
UPGRADE Microsoft Dynamics Entrepreneur Solution Upgrading Microsoft Dynamics Entrepreneur to Microsoft Dynamics NAV White Paper June 2008 The information contained in this document represents the current
More informationPipeliner CRM Phaenomena Guide Administration & Setup. 2015 Pipelinersales Inc. www.pipelinersales.com
Administration & Setup 05 Pipelinersales Inc. www.pipelinersales.com Administration & Setup Learn how to manage your sales team with Pipeliner Sales CRM Application. CONTENT. Managing Pipeliner s Users
More informationAvePoint SearchAll 3.0.2 for Microsoft Dynamics CRM
AvePoint SearchAll 3.0.2 for Microsoft Dynamics CRM Installation and Configuration Guide Revision C Issued February 2014 1 Table of Contents Overview... 3 Before You Begin... 4 Supported and Unsupported
More informationKNOWLEDGE BASE OPTIMIZATION
DOCUMENT OVERVIEW Learn specific ways to optimize your RightNow knowledge base to help your customers find the information they need. Review these best practices, including tips on configuration settings,
More informationReporting Services. White Paper. Published: August 2007 Updated: July 2008
Reporting Services White Paper Published: August 2007 Updated: July 2008 Summary: Microsoft SQL Server 2008 Reporting Services provides a complete server-based platform that is designed to support a wide
More informationPipeliner CRM Phaenomena Guide Sales Pipeline Management. 2015 Pipelinersales Inc. www.pipelinersales.com
Sales Pipeline Management 2015 Pipelinersales Inc. www.pipelinersales.com Sales Pipeline Management Learn how to manage sales opportunities with Pipeliner Sales CRM Application. CONTENT 1. Configuring
More informationPipeliner CRM Phaenomena Guide Opportunity Management. 2015 Pipelinersales Inc. www.pipelinersales.com
Opportunity Management 205 Pipelinersales Inc. www.pipelinersales.com Opportunity Management Learn how to manage sales opportunities with Pipeliner Sales CRM Application. CONTENT. Creating and sharing
More informationMicrosoft Dynamics GP. Pay Steps for Human Resources Release 9.0
Microsoft Dynamics GP Pay Steps for Human Resources Release 9.0 Copyright Copyright 2006 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of
More informationAvePoint SearchAll 3.0.2 for Microsoft Dynamics CRM
AvePoint SearchAll 3.0.2 for Microsoft Dynamics CRM Installation and Configuration Guide Revision E Issued April 2014 1 Table of Contents Overview... 3 Before You Begin... 4 Supported and Unsupported Web
More informationFeature for India (Third-party invoice)
Microsoft Dynamics AX Feature for India (Third-party invoice) White Paper Date: December 2006 Table of Contents Introduction... 3 Third-party invoice... 3 Post a third-party invoice...3 Forms for this
More informationMicrosoft Dynamics GP. Field Service - Preventive Maintenance
Microsoft Dynamics GP Field Service - Preventive Maintenance Copyright Copyright 2010 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the
More informationAvePoint SearchAll 3.0.2 for Microsoft Dynamics CRM
AvePoint SearchAll 3.0.2 for Microsoft Dynamics CRM User Guide Revision E Issued April 2014 1 Table of Contents Overview... 3 Getting Started... 4 Understanding the SearchAll User Interface... 4 Using
More informationMicrosoft Dynamics GP. Check Printing
Microsoft Dynamics GP Check Printing Copyright Copyright 2008 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting
More informationIntegrating Business Portal 3.0 with Microsoft Office SharePoint Portal Server 2003: A Natural Fit
Integrating Business Portal 3.0 with Microsoft Office SharePoint Portal Server 2003: A Natural Fit Published: December 2005 For the latest information, please see http://mbs.microsoft.com/public/gponline
More informationSQL Server 2005 Reporting Services (SSRS)
SQL Server 2005 Reporting Services (SSRS) Author: Alex Payne and Brian Welcker Published: May 2005 Summary: SQL Server 2005 Reporting Services is a key component of SQL Server 2005. Reporting Services
More informationDeploying the Workspace Application for Microsoft SharePoint Online
Microsoft Dynamics GP Deploying the Workspace Application for Microsoft SharePoint Online Microsoft Dynamics GP Workspace is a method to enable Microsoft Excel-based dashboards for SharePoint Online. This
More informationINTRODUCING AZURE SEARCH
David Chappell INTRODUCING AZURE SEARCH Sponsored by Microsoft Corporation Copyright 2015 Chappell & Associates Contents Understanding Azure Search... 3 What Azure Search Provides...3 What s Required to
More informationDeciding When to Deploy Microsoft Windows SharePoint Services and Microsoft Office SharePoint Portal Server 2003. White Paper
Deciding When to Deploy Microsoft Windows SharePoint Services and Microsoft Office SharePoint Portal Server 2003 White Paper Published: October, 2003 Table of Contents Introduction 4 Relationship between
More informationSQL Server Integration Services with Oracle Database 10g
SQL Server Integration Services with Oracle Database 10g SQL Server Technical Article Published: May 2008 Applies To: SQL Server Summary: Microsoft SQL Server (both 32-bit and 64-bit) offers best-of breed
More informationUsage Analysis Tools in SharePoint Products and Technologies
Usage Analysis Tools in SharePoint Products and Technologies Date published: June 9, 2004 Summary: Usage analysis allows you to track how websites on your server are being used. The Internet Information
More informationPipeliner CRM Phaenomena Guide Lead Management. 2015 Pipelinersales Inc. www.pipelinersales.com
Lead Management 205 Pipelinersales Inc. www.pipelinersales.com Lead Management Learn how to use sales lead management with Pipeliner Sales CRM Application. CONTENT. Creating and sharing the Sales Lead
More informationEnable File and Folder Auditing
Enable File and Folder Auditing Publication Date: Feb 9, 2015 EventTracker 8815 Centre Park Drive Columbia MD 21045 www.eventtracker.com About this Guide: This guide will help the end user to enable auditing
More informationBusiness Portal for Microsoft Dynamics GP. Key Performance Indicators Release 10.0
Business Portal for Microsoft Dynamics GP Key Performance Indicators Release 10.0 Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the
More informationExpanded Frequency Capping
IMPLEMENTATION GUIDE Expanded Frequency Capping Ad Management at its best! August 2007 For more information, please contact support@zedo.com Disclaimer This Implementation Guide is for informational purposes
More informationMicrosoft Dynamics GP. Project Accounting Accounting Control Guide
Microsoft Dynamics GP Project Accounting Accounting Control Guide Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility
More informationImplementing Business Portal in an Extranet Environment
Implementing Business Portal in an Extranet Environment Published: December 2005 Table of contents Introduction...1 What is extranet access?...1 Why deploy Business Portal in an extranet?...1 Order Management...1
More informationBusiness Portal for Microsoft Dynamics GP. Project Time and Expense Administrator s Guide Release 10.0
Business Portal for Microsoft Dynamics GP Project Time and Expense Administrator s Guide Release 10.0 Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable
More informationMicrosoft Dynamics GP. Project Accounting Cost Management Guide
Microsoft Dynamics GP Project Accounting Cost Management Guide Copyright Copyright 2008 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of
More informationAn Oracle Best Practice Guide May 2012. Best Practices for Web Experiences
An Oracle Best Practice Guide May 2012 Best Practices for Web Experiences Introduction... 1 1. Make Customer Service Easy to Find... 2 2. Make Your Website Easy to Use... 3 3. Understand the Issues Your
More informationCRM Form to Web. Internet Lead Capture. Product Registration Instructions VERSION 1.0 DATE PREPARED: 1/1/2013
CRM Form to Web Internet Lead Capture Product Registration Instructions VERSION 1.0 DATE PREPARED: 1/1/2013 DEVELOPMENT: BRITE GLOBAL, INC. 2013 Brite Global, Incorporated. All rights reserved. The information
More informationCRM to Exchange Synchronization
CRM to Exchange Synchronization End-User Instructions VERSION 2.0 DATE PREPARED: 1/1/2013 DEVELOPMENT: BRITE GLOBAL, INC. 2013 Brite Global, Incorporated. All rights reserved. The information contained
More informationTechnical Brief for Windows Home Server Remote Access
Technical Brief for Windows Home Server Remote Access Microsoft Corporation Published: October, 2008 Version: 1.1 Abstract This Technical Brief provides an in-depth look at the features and functionality
More informationPipeliner CRM Phaenomena Guide Getting Started with Pipeliner. 2015 Pipelinersales Inc. www.pipelinersales.com
Getting Started with Pipeliner 05 Pipelinersales Inc. www.pipelinersales.com Getting Started with Pipeliner Learn How to Get Started with Pipeliner Sales CRM Application. CONTENT. Setting up Pipeliner
More informationBuilding a Human Resources Portal using Microsoft Business Portal
Building a Human Resources Portal using Microsoft Business Portal Published: March 2005 Table of contents Introduction...1 What is an HR Portal?...1 Why create an HR Portal?...3 Reduce administrative costs...3
More informationAvePoint Record Rollback 3.1.2 for Microsoft Dynamics CRM
AvePoint Record Rollback 3.1.2 for Microsoft Dynamics CRM Installation and Configuration Guide Revision F Issued April 2014 1 Table of Contents Overview... 3 Obtaining the Record Rollback Solution Package...
More informationMicrosoft Dynamics GP. Invoicing
Microsoft Dynamics GP Invoicing Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the
More informationOverview of Microsoft Office 365 Development
Overview of Microsoft Office 365 Development Office 365 Hands-on lab In this lab, you will work with existing Office 365 apps. This document is provided for informational purposes only and Microsoft makes
More informationCRM to Exchange Synchronization
CRM to Exchange Synchronization Installation, Configuration and End-User Instructions VERSION 1.0 DATE PREPARED: 9/1/2012 DEVELOPMENT: BRITE GLOBAL, INC. 2012 Brite Global, Incorporated. All rights reserved.
More informationMicrosoft Dynamics GP. Audit Trails
Microsoft Dynamics GP Audit Trails Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting
More informationMicrosoft Dynamics GP. Electronic Signatures
Microsoft Dynamics GP Electronic Signatures Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without
More informationMicrosoft Dynamics AX 4.0 SP2 new India localization feature (Stock transfer)
Microsoft Dynamics TM AX Microsoft Dynamics AX 4.0 SP2 new India localization feature (Stock transfer) White Paper Date: November 2007 Table of Contents Introduction... 3 Stock transfer... 3 Basic setup
More informationWhat is New Whitepaper. White Paper
Whitepaper This document previews the key features and enhancements in Microsoft Dynamics NAV 2013 R2. Contents are subject to change. Contents Introduction 3 Microsoft Dynamics NAV 2013 R2 in Office 365
More informationGet to Grips with SEO. Find out what really matters, what to do yourself and where you need professional help
Get to Grips with SEO Find out what really matters, what to do yourself and where you need professional help 1. Introduction SEO can be daunting. This set of guidelines is intended to provide you with
More informationAvePoint Tags 1.1 for Microsoft Dynamics CRM. Installation and Configuration Guide
AvePoint Tags 1.1 for Microsoft Dynamics CRM Installation and Configuration Guide Revision G Issued August 2014 Table of Contents About AvePoint Tags for Microsoft Dynamics CRM... 3 Required Permissions...
More informationCRM Form to Web. Internet Lead Capture. Installation Instructions VERSION 1.0 DATE PREPARED: 1/1/2013
CRM Form to Web Internet Lead Capture Installation Instructions VERSION 1.0 DATE PREPARED: 1/1/2013 DEVELOPMENT: BRITE GLOBAL, INC. 2013 Brite Global, Incorporated. All rights reserved. The information
More informationWindows Scheduled Tasks Management Pack Guide for System Center Operations Manager. Published: 07 March 2013
Windows Scheduled Tasks Management Pack Guide for System Center Operations Manager Published: 07 March 2013 Copyright Information in this document, including URL and other Internet Web site references,
More informationSearch Engine Optimization
Search Engine Optimization Search An Introductory Guide How to improve the effectiveness of your web site through better search engine results. As you ve probably learned, having a Web site is almost a
More informationCINSAY RELEASE NOTES. Cinsay Product Updates and New Features V2.1
CINSAY RELEASE NOTES Cinsay Product Updates and New Features V2.1 2011, 2012, 2013 Cinsay, Inc. All rights reserved. Use of the Cinsay software to which this document relates is governed by, and subject
More informationPublished April 2010. Executive Summary
Effective Incident, Problem, and Change Management Integrating People, Process, and Technology in the Datacenter Published April 2010 Executive Summary Information technology (IT) organizations today must
More informationMicrosoft Dynamics GP. Bill of Materials
Microsoft Dynamics GP Bill of Materials Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting
More informationPipeliner CRM Phaenomena Guide Add-In for MS Outlook. 2015 Pipelinersales Inc. www.pipelinersales.com
Add-In for MS Outlook 205 Pipelinersales Inc. www.pipelinersales.com Add-In for MS Outlook Learn how to use sales lead management with Pipeliner MS Outlook Add-In. CONTENT. Setting up Pipeliner Add-In
More informationMicrosoft Dynamics GP. Project Accounting Billing Guide
Microsoft Dynamics GP Project Accounting Billing Guide Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user.
More informationChallenges of the HP Business Appliance (BI)
An Introduction to the HP Business Decision Appliance January 2011 Contents An Introduction to the HP Business Decision Appliance... 1 Executive Summary... 3 Challenges for Users... 3 Challenges for IT...
More informationMBAM Self-Help Portals
MBAM Self-Help Portals Authoring a self-help portal workflow for BitLocker Recovery Using Microsoft BitLocker Administration and Monitoring (MBAM) Technical White Paper Published: September 2011 Priyaa
More informationBizTalk Server 2006. Business Activity Monitoring. Microsoft Corporation Published: April 2005. Abstract
BizTalk Server 2006 Business Activity Monitoring Microsoft Corporation Published: April 2005 Abstract This paper provides a detailed description of two new Business Activity Monitoring (BAM) features in
More informationCRM and Salesforce Product Comparison
CRM and Salesforce Product Comparison VERSION 1.0 DATE PREPARED: 1/1/2013 DEVELOPMENT: BRITE GLOBAL, INC. 2013 Brite Global, Incorporated. All rights reserved. The information contained in this document
More informationMicrosoft Dynamics GP. Manufacturing Planning Functions
Microsoft Dynamics GP Manufacturing Planning Functions Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user.
More informationLab 00: Configuring the Microsoft Lync Ignite Environment Cloud Hosted Version
Lab 00: Configuring the Microsoft Lync Ignite Environment Cloud Hosted Version DISCLAIMER 2013 Microsoft Corporation. All rights reserved. Microsoft, Active Directory, Forefront, Hyper-V, Internet Explorer,
More informationWINDOWS 7 & HOMEGROUP
WINDOWS 7 & HOMEGROUP SHARING WITH WINDOWS XP, WINDOWS VISTA & OTHER OPERATING SYSTEMS Abstract The purpose of this white paper is to explain how your computers that are running previous versions of Windows
More informationHP Storage Essentials Storage Resource Management Report Optimizer Software 6.0. Building Reports Using the Web Intelligence Java Report Panel
HP Storage Essentials Storage Resource Management Report Optimizer Software 6.0 Building Reports Using the Web Intelligence Java Report Panel First edition: July 2008 Legal and notice information Copyright
More informationA SIMPLE GUIDE TO PAID SEARCH (PPC)
A SIMPLE GUIDE TO PAID SEARCH (PPC) A jargon-busting introduction to how paid search can help you to achieve your business goals ebook 1 Contents 1 // What is paid search? 03 2 // Business goals 05 3 //
More informationMicrosoft Corporation. Status: Preliminary documentation
Microsoft Corporation Status: Preliminary documentation Beta content: This guide is currently in beta form. The AppLocker team greatly appreciates you reviewing the document and looks forward to receiving
More informationCRM to Exchange Synchronization
CRM to Exchange Synchronization Product Registration Instructions VERSION 2.0 DATE PREPARED: 1/1/2013 DEVELOPMENT: BRITE GLOBAL, INC. 2012 Brite Global, Incorporated. All rights reserved. The information
More informationCRM Accelerators Overview
CRM Accelerators Overview Microsoft Dynamics CRM November 2008 CRM Accelerators are a range of free-of-charge add-on solutions which are being developed for Microsoft Dynamics CRM 4.0 customers and partners.
More information5 Pillars for Oracle WCM Optimization: Supercharged Web Content Management BILLY CRIPE WITH STEVE FAHEY & MARIAH BAILEY FISHBOWL SOLUTIONS, INC.
5 Pillars for Oracle WCM Optimization: Supercharged Web Content Management BILLY CRIPE WITH STEVE FAHEY & MARIAH BAILEY FISHBOWL SOLUTIONS, INC. i Fishbowl Solutions Notice The information contained in
More informationLab 02 Working with Data Quality Services in SQL Server 2014
SQL Server 2014 BI Lab 02 Working with Data Quality Services in SQL Server 2014 Jump to the Lab Overview Terms of Use 2014 Microsoft Corporation. All rights reserved. Information in this document, including
More informationMicrosoft Dynamics GP. SmartList Builder User s Guide With Excel Report Builder
Microsoft Dynamics GP SmartList Builder User s Guide With Excel Report Builder Copyright Copyright 2008 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility
More informationMicrosoft Dynamics GP. Payment Document Management
Microsoft Dynamics GP Payment Document Management Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without
More informationManagement Reporter Integration Guide for Microsoft Dynamics AX
Microsoft Dynamics Management Reporter Integration Guide for Microsoft Dynamics AX July 2013 Find updates to this documentation at the following location: http://go.microsoft.com/fwlink/?linkid=162565
More informationMicrosoft Dynamics GP. Engineering Data Management Integration Administrator s Guide
Microsoft Dynamics GP Engineering Data Management Integration Administrator s Guide Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is
More informationWebmetrics Web Monitoring Getting Started Guide
Neustar Webmetrics Web Monitoring Getting Started Guide Webmetrics Web Monitoring Getting Started Guide Version 1.2 Neustar, Inc. January 6, 2011 Webmetrics www.webmetrics.com +1-877-524-8299 sales@webmetrics.com
More informationios Team Administration Guide (Legacy)
ios Team Administration Guide (Legacy) Contents About ios Development Team Administration 5 At a Glance 6 Team Admins Manage Team Membership and Assign Roles in the Member Center 6 Development Devices
More informationhttp://www.microsoft.com/middleeast/arabicdev/farsi/wpaper.asp Office Language Interface Pack for Farsi (Persian) Content
Page 1 of 11 Office Language Interface Pack for Farsi (Persian) Abstract Microsoft Office Language Interface Pack (LIP) is a high-quality, localized skin for emerging and minority language markets. LIP
More informationAny system currently running the Schneider Electric MBX Driver Suite or any activated Cyberlogic software suite.
Cyberlogic Knowledge Base KB2015-01: ACTIVATION FAILS AFTER CHANGES TO WINDOWS Applies To: Any system currently running the Schneider Electric MBX Driver Suite or any activated Cyberlogic software suite.
More informationSee What's Coming in Oracle Service Cloud
bu See What's Coming in Oracle Service Cloud Release Content Document August 2015 TABLE OF CONTENTS ORACLE SERVICE CLOUD AUGUST RELEASE OVERVIEW... 3 WEB CUSTOMER SERVICE... 4 Oracle Service Cloud Community
More informationMicrosoft Dynamics GP. Payroll Connect
Microsoft Dynamics GP Payroll Connect Copyright Copyright 2005 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without limiting
More informationSQL Server 2012 Performance White Paper
Published: April 2012 Applies to: SQL Server 2012 Copyright The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication.
More informationChecking System Requirements. How-To Guide
Checking System Requirements How-To Guide COPYRIGHT NOTICE Copyright 2003-2014 Integrated Practice Solutions, Inc. All rights reserved. This ChiroTouch document is for use with ChiroTouch. Because ChiroTouch
More informationBuilding a Human Resources Portal Using Business Portal
Building a Human Resources Portal Using Business Portal Published: December 2005 For the latest information, please see http://mbs.microsoft.com/public/gponline Table of contents Introduction...1 What
More informationHands-On Lab: WSUS. Lab Manual Expediting WSUS Service for XP Embedded OS
Lab Manual Expediting WSUS Service for XP Embedded OS Summary In this lab, you will learn how to deploy the security update to your XP Pro or XP embedded images. You will also learn how to prepare the
More informationProduct Development. Using Critical Path EVM for the Microsoft Project Desktop Application Readme
Product Development Using Critical Path EVM for the Microsoft Project Desktop Application Readme Published: June 2009 Table of Contents Introduction... 1 System Requirements... 1 Installing the Critical
More informationHelm 4 Windows Event Viewer
WebHost Automation Ltd http://www.webhostautomation.com/ January 2007 Doc: HELM 4.0.0.0 Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under
More informationIntroduction to Application Development with Silverlight for Windows Embedded. Abstract. Windows Embedded CE 6.0 R3 Technical Article
Introduction to Application Development with Silverlight for Windows Embedded Windows Embedded CE 6.0 R3 Technical Article Writers: David Franklin Published: September 2009 Applies To: Windows Embedded
More informationExperience Business Success Invest in Microsoft CRM Today
Experience Business Success Invest in Microsoft CRM Today Published: August 2005 The information contained in this document represents the current view of Microsoft Corporation on the issues discussed
More informationLab Answer Key for Module 6: Configuring and Managing Windows SharePoint Services 3.0. Table of Contents Lab 1: Configuring and Managing WSS 3.
Lab Answer Key for Module 6: Configuring and Managing Windows SharePoint Services 3.0 Table of Contents Lab 1: Configuring and Managing WSS 3.0 1 Information in this document, including URL and other Internet
More informationFoglight. Dashboard Support Guide
Foglight Dashboard Support Guide 2013 Quest Software, Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under
More informationScribe Demonstration Script Web Leads to Dynamics CRM. October 4, 2010 www.scribesoft.com
Scribe Demonstration Script Web Leads to Dynamics CRM October 4, 2010 www.scribesoft.com Important Notice No part of this publication may be reproduced, stored in a retrieval system, or transmitted in
More informationMicrosoft FAST Search Server 2010 for SharePoint Evaluation Guide
Microsoft FAST Search Server 2010 for SharePoint Evaluation Guide 1 www.microsoft.com/sharepoint The information contained in this document represents the current view of Microsoft Corporation on the issues
More informationDell One Identity Cloud Access Manager 8.0 - How to Configure vworkspace Integration
Dell One Identity Cloud Access Manager 8.0 - How to Configure vworkspace Integration February 2015 This guide describes how to configure Dell One Identity Cloud Access Manager to communicate with a Dell
More informationMICROSOFT DYNAMICS CRM Vision. Statement of Direction. Update: May, 2011
MICROSOFT DYNAMICS CRM Vision Statement of Direction Update: May, 2011 Microsoft Dynamics CRM - Statement of Direction, May 2011 EXECUTIVE SUMMARY Microsoft has delivered significant innovation and value
More information4.0. Offline Folder Wizard. User Guide
4.0 Offline Folder Wizard User Guide Copyright Quest Software, Inc. 2007. All rights reserved. This guide contains proprietary information, which is protected by copyright. The software described in this
More informationMicrosoft Dynamics GP. Cashbook Bank Management
Microsoft Dynamics GP Cashbook Bank Management Copyright Copyright 2007 Microsoft Corporation. All rights reserved. Complying with all applicable copyright laws is the responsibility of the user. Without
More information