Appendix 1 Install RightNow on your PC

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1 Appendix 1 Install RightNow on your PC Please do not install the live site unless you have been instructed to do so. 1 Open Internet Explorer and navigate to; Note: This website is not compatible with any other browser. 2 Compare your screen with the one shown below: 3 Click Install Oracle Service Cloud 4 Click Install when the security warning appears 5 Once the program has installed, the following popup will appear: Enter your Username and Password and click Login. Once you see a blue workspace screen, this means that the program has been installed successfully. Close the program by clicking X in the top right corner. Create a shortcut to RightNow 6 Click the Start icon ( ) and select All Programs > RightNow 42 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

2 7 Right click on RightNow (adelaide) and select Pin to Task Bar. The RightNow logo your task bar. will now appear on 8 Tip: You can also select Pin to Start Menu which will place a quick link in your start menu like this: Note: This process will need to be completed for each desktop PC or laptop you use. RightNow is not compatible with Apple Mac. 9 See exercise 1 to open RightNow from the taskbar icon and log in. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 43

3 Appendix 2 Personalise & configure your workspace Change View Options As you become familiar with your application and navigating the console, you may want to change the way information displays on the content pane. 7 Click File and select Options > View Options 8 Appearance Color Scheme: Click this drop-down menu to change the interface color scheme. Options include Default, Blue, Black, or Silver. Tint: Click this color box to select a tint for the interface color. You can also define a custom color. Content Pane View Mode Full Screen: Leave the default, Full Screen, if you want the report or item to appear in full window display. Split Window: Select this radio button to display your items in a split window. In split window, explorers (My Inbox, My Team s Inbox etc) always open on the top half of the window and all other items (incident record, contact record etc) open on the bottom. Drag the divider in the middle of the content pane up or down to show more of one record or item. Display Content Editors in Popup Windows: Select this radio button to pop the content pane in a new window. For instance, if you add a record or open one to edit, the record opens in a separate window. Note: Selecting this option applies to the next editor you open, not any that are currently open. Content Editors Select this check box so you can scroll through all of a record s fields rather than clicking tabs to access specific field information. Content Pane Tab Alignment Top: By default, content pane tabs display at the top of the content pane. Bottom: Select this radio button to display content pane tabs on the bottom of the content pane. 9 Click OK to save your changes. Change your workspace layout (Navigation Panes) The ability to move tool windows gives you the flexibility to arrange your console to suit your own work preferences. You might want all windows to remain on the navigation pane but want them in a different order. Or you might want to move all tool windows to the left or right navigation pane to create more space. 4 Hover over a tool window heading (Recent Items, Navigation or Quick Search) until the move symbol appears. Click and drag (while clicking) the tool window to its new location (either the left or right navigation pane). 5 When the docking symbol appears along with a blue shaded area, release your mouse to dock the tool window to the navigation pane. Note: You can choose which tool windows are on each side of the Nagivation Panes, or put them all on one side. 44 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

4 Appendix 3 Create your personalised signature 10 Click File and select Options > Personal Settings to display the personal settings you can change. 11 Compare your screen with the one shown below: 12 Type your personalised signature in the Signature text field. Please ask your Manager or CRM champion for the correct signature format for your Faculty. 13 Click OK 14 Every time you add a Response to an Incident your signature will appear. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 45

5 Appendix 4 Change your password 15 Click File and select Options > Personal Settings to display the personal settings you can change. 16 Click the Change Password button on the bottom of the window. 17 Type your current password and press Tab. Don t forget that your password is case sensitive. 18 Type the new password, press Tab, and retype your new password to confirm. Tip: If an entry does not meet the Universities RightNow password requirements, such as password length or character repetition, the system highlights the incorrect entry. 19 Click the OK button to update your password. 46 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

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