Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users

Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users V E R S I O N: 1. 0 U P D A T E D : J U N E 2015 T R I M REFE R E N C E :

Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users Copyright 2015 by The University of Adelaide All rights reserved. Published 2015. Restricted Rights No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying and recording, for any purpose without the express written permission of The University of Adelaide. This document is subject to change without notice, and The University of Adelaide does not warrant that the material contained in this document is error-free. If you find any problems with this document, please report them to Technology Services in writing. Enquiry & Contact Management Contacts & Incidents for General Users Manual Document Approval This document has been approved by: Name Title Signature Date Document Review This document is due for review after the phase one deployment in September 2015. 2 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Contents Competencies... 5 Glossary... 6 Core Principals and Guidelines... 6 Exercise 1 Open the application, log in and set up your workspace... 8 Exercise 2 Navigate the workspace... 11 Exercise 3 Search for an existing contact... 14 Exercise 4 Add a new contact... 18 Update a contacts details... 19 Search for an organisation... 21 Associate a contact with an organisation, or change the organisation... 21 Exercise 5 Find an incident (via quick search)... 23 Find an incident (via contact record)... 23 Find an incident (via a report)... 23 Exercise 6 Create a new incident (click, click, done - anonymous)... 25 Create a new incident (click, click, done known contact)... 26 Create a new incident (full incident)... 27 Exercise 7 Respond to an incident... 30 Respond to an incident using the Messages Tab functions... 33 Exercise 8 - Check for new or outstanding incidents that require attention... 35 Assign an incident to another user or queue... 36 Forward an incident to a Subject Matter Expert... 37 Exercise 9 Save incidents to TRIM (New or Answered/Closed Incidents)... 40 Save incidents to TRIM (Responses or during an incident)... 41 Appendix 1 Install RightNow on your PC... 42 Create a shortcut to RightNow... 42 Appendix 2 Personalise & configure your workspace... 44 Change View Options... 44 Change your workspace layout (Navigation Panes)... 44 Appendix 3 Create your personalised signature... 45 Appendix 4 Change your password... 46 Appendix 5 Access the portal... 47 The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 3

Introduction Welcome to Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users. This module contains the information needed to learn the concepts and procedures involved in using the RightNow solution for enquiry management at The University of Adelaide. RightNow is a customer relationship management tool used to improve service delivery and develop relationships with future students, current students and others that are important to our success. It allows users to create or access a single University contact record for an individual or organisation and then record a summary of all interactions between them and the University. This provides a holistic view of the relationship and communication over all channels over time (i.e. web, email, phone or face to face) to enable improvements in service delivery and student recruitment. This manual focuses on the University s enquiry management processes that are used to receive, direct and answer enquiries for current students, future students and other clients. Oracle Cloud Service has a detailed User Guide that provides information on the functionality available within RightNow. This can be accessed online at: https://documentation.custhelp.com/euf/assets/docs/august2014/olh/oracle%20service%20cloud.pdf In future questions can be directed to the Student Systems Solution team who are responsible for the administration of the RightNow solution. Support During Deployment During deployment support will be provided by the Enquiry & Contact Management Project team. The project team can be contacted using the following details; 0418 260 760 ecm_project_team@adelaide.edu.au 4 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Competencies The purpose of this course is to enable staff to improve service delivery and strengthen relationships by effectively managing contacts and incidents, utilising the RightNow solution. The topics to be covered include: Overview of CRM strategy, why change is needed and you responsibilities Managing contact records Managing incidents Capturing leads for prospective students Responsibility for saving Right Now records to TRIM and how this can be done (for those with a TRIM license) Excluded is records management for organisational contacts, other than schools and international agencies. Also excluded are any business processes relevant to Account Management. At the end of this module you will be able to: 1. Understand how the use of RightNow will allow for better service delivery and relationship management 2. Login to the application, understand the functionality available and navigate the workspace 3. Search and find an existing contact record for an individual or organisation (incl. what to do if you find duplicate records) 4. Add a new contact record for an individual or organisation (excluding the current student contact type) 5. Understand how individual contact records should develop over time and how to add additional information (incl. use of custom fields and free text) 6. Search and find a record of a previous interaction (incl. use of incident quick search function and incident reporting) 7. Understand the different types of incident records and when to use them appropriately (anonymous signpost, known signpost, full incident) 8. Add a new incident to a contact record (click, click done and full incident) 9. Understand how incidents are managed within the system, including how to assign categories, statuses and how to redirect/assign incidents (incl. Forward to SME) 10. Check your queue/inbox for work and respond to incidents (including appropriate use of private notes, general writing style, scheduling appointments and using the Knowledgebase in the response) 11. Identify appropriate records within RightNow that need to be saved to TRIM and execute that process The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 5

Glossary Answer Channel Contact Contact Type CRM Incident Lead Lead Management Organisation A Knowledgebase article accessible by our client on the web or by our staff that may be included in responses. The method used for communication e.g. web, email, face to face, phone. An individual that the university has a relationship with. An attribute of a Contact that describes the multiple concurrent roles that a contact may have (eg, Current student; Future student; Staff member; Alumni; Agent; Parent; Business Person; Schools Person; Public). Customer Relationship Management; the total service and approach to optimise capture of new clients and engagement with existing clients. A case or interaction between a Contact and the University of Adelaide. A future student; an opportunity to be nurtured with the objective to convert into a fee paying client (revenue generation). The process of nurturing a relationship with a future student along a sequence of planned interactions (incidents) or offers. An agency, business or school that the university has a relationship with. There may be multiple branches of an organisation in a hierarchy. Individual agents can be associated with agencies, Individual business contacts can be associated with businesses and future students and school persons can be associated with schools. Core Principals and Guidelines 1. The CRM solution and strategy is planned to be University wide and will eventually cover all client types, all services, all communication channels and all interactions, whether initiated by our clients or by the university. 2. Complete, accurate and up to date data about Clients (Contacts) is fundamental to being able to understand their needs and to nurture the relationship with a Client. 3. Duplicate Client records reduce confidence in the integrity and usefulness of the CRM Solution. They also reduce the effectiveness of Campaigns and the Lead Management process. Business processes designed to limit and/or identify and rectify duplicate client records will be established as part of the training material. 4. All Client details (a Contact) will be recorded and maintained within the CRM solution to enable better service delivery or relationship management. All valuable or meaningful interactions (Incidents) between a Client (Contacts) and the University will be recorded within the CRM solution. The CRM solution will reflect the ongoing dialog between the Client and the University. 5. The CRM Solution allows us to provide a better experience for the Client. 6. All formal interactions (Incidents) between a Client and the University are an opportunity to confirm the accuracy and completeness of our client information and to gather additional information so that we may better serve the needs of the client. 7. The CRM solution will provide the capability and the required data to prepare Marketing Campaigns and Administrative Campaigns, to group and select clients for inclusion in Marketing Campaigns or service delivery activities and to monitor and report on the outcomes achieved through a Campaign or a service delivery activity. 6 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

8. Use of the CRM by our clients and our staff is aimed to be any time, any place, any device. 9. Contacts are University contacts and not owned by specific areas of the University. 10. Client enquiries and interactions that are received via personal email addresses will be copied into and responded to from the CRM solution. 11. Clients may have multiple relationships with the University and these will be maintained against the client record for the following: Current Students (automated via a Peoplesoft integration) Future Students University of Adelaide Staff (automated via a PeopleSoft integration) Alumni (automated via a Peoplesoft integration) International Agents Parent Business Persons (Industry Contacts) Schools Persons (Principals, Career Counsellors etc.) Public (Volunteers, Community Members etc) International Agencies (Organisation) Businesses (Organisation) Schools (Organisation) Note: the inclusion of different Contact types will expand as the CRM solution is progressively deployed across the University. 12. Contact relationships can only be related to one organisation at a time and therefore only the principle relationship will be recorded (one organisation can be recorded for each; Agency, Business, School). 13. Whenever possible enquiries will be resolved by the person who first receives them and referrals will be minimal (i.e. not exceed one). 14. The client will control the amount of information they disclose (and should be advised why additional information is being requested) and the amount and type of communication they wish to receive (excluding administration emails for students). The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 7

Exercise 1 Open the application, log in and set up your workspace 1 Open RightNow from the task bar by clicking the logo. Note: The first time you use RightNow on your own PC, you will need to install RightNow by following the instructions in Appendix 1. 2 Enter your login details, ensuring that the Interface is set to Adelaide Username: (this will be provided to you) Password: (this will be provided to you) Click Login Note: You will be issued with your own login. The first time you log in on a computer may take a few minutes as the system needs to download update files and configure itself. 3 Compare your screen with the one shown below: Note: What you see when you initially log in depends on how your application is configured and what permissions have been assigned in your profile. Users with Manager access will see a different search pop up, but can still follow the steps below. 4 Click the Cancel on the search pop up to be taken to the Quick Start page. Close the Quick Start tab by clicking the X at the top of the tab. Note: It is strongly recommended that you read the information on this page when you install the application on your own computer, as it provides a basic overview of some of the customisable options available (more information available in Appendix 2) Once you have read this information, uncheck the Show this on login box and close the tab, this will mean the Quick Start page will no longer appear on start-up and the program will default to your inbox in the future. 8 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

5 Compare your screen with the one shown below: 6 Increase the size of your Incidents and Contacts icons at the bottom left of the Navigation Bar by clicking the solid line above the two icons and dragging it up, until both icons have increased in size. 7 Compare your screen with the one shown below: Note: Users with Manager access may also see icons for Home and Analytics. Click on Incidents to dsiplay the same screen as general users. You will need to repeat these steps the first time you log in, to setup your workspace. Your settings will then be retained for future logins. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 9

RightNow is set up to automatically log you out after a specific period of inactivity on the console (by default, sixty minutes). Once your session expires, you will receive a Console Locked message, and you must re-enter your password to resume work without any loss of data. Exercise completed. 10 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Exercise 2 Navigate the workspace Scenario: You can access everything you need from the Service Console (also called the agent desktop). And while the interface is easy to navigate, you will need to take the time to learn about the key areas on the console and how to perform some basic tasks. 1 Locate the File button to access the Application Menu The application menu is divided into two panels. The left panel contains content-dependent options at the top, meaning that the options you see depend on what is currently displayed on the content pane (for example, a Print option appears when a report is open). Below this section are global options, meaning they are constant and will always appear on the application menu no matter what is displayed on the content pane (Community, Links, Help, Add-In Logging, Options, and Exit). The panel on the right side of the menu contains shortcuts for adding records and items to the knowledge base. Click anywhere outside of the application menu to return to the main screen. 2 Familiarise yourself with the Navigation Panes on the left and right of the Service Console. On the left side of the console is a navigation pane containing Recent Items and Navigation tool windows. There s also a navigation pane on the right containing the Quick Search tool window, which you can use to search for any record or item in the knowledge base. Although this setup is part of the default configuration, the tool windows can be put in any order or displayed in separate, floating windows (See Appendix 2 Personalise & configure your workspace). The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 11

3 The left Navigation Pane contains a number of pre-set searches ( ) and reports ( ) under Navigation > Incidents. Double clicking any of these will prompt you to enter search parameters and will open the report in your Content Pane. Double click on Queue Report (or My Team s Inbox if you are using a training login) in the left Navigation Pane. Click Search on the pop up window that appears. 4 This action will make the Content Pane appear, this is your main workspace. The content pane is the area of the console that displays the report or other item you select from a navigation list, from your list of recent items or from the application menu. The content pane also displays results from a search. 5 As you continue to work through the exercises you will notice Content Pane Tabs appear. Tabs on the top of the content pane display all the items you currently have open. When more than one item is open, just click a tab to return to that item or right-click a tab and select from the following options: Open in New Window, Close, Close All But This, and Close All. You can also press Ctrl+F4 to close the active tab. Note: Recent items may already be populated from the person that last logged onto the training account., Ctrl+w or 12 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

6 The Ribbon Bar is displayed to the right of the File button. The ribbon consists of tabs and buttons for performing actions on an entire report, individual records in a report, or items in an explorer tree or list that is displayed in the Content Pane. The buttons displayed and their actions will depend on what appears in the Content Pane If more than one option is available for a button there will be a small arrow ( ) underneath (as per the image below). Click on the arrow ( ) to explore your options. Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 13

Contacts are any person that that the University has contact with, phase one of RightNow focuses on; Current Students: Current staff of the University of Adelaide, imported from PeopleSoft daily. Future Students: People that are considering applying for the University. Staff: Current staff of the University of Adelaide, imported from PeopleSoft daily. Alumni: Someone who has been a student at the University, prior records have been imported from 2011 onwards. Agent: International Student Recruitment Agents Parent: A parent, guardian or caregiver of a Future Student Business: An industry contact, or someone with whom the University has a business relationship Schools Person: A school contact i.e. a career counsellor or principal Public: Any community person, or other that does not fall into the above categories. Exercise 3 Search for an existing contact Scenario: Because all users have permission to add contacts, and our customers (future students, community members etc.) interact with multiple areas of the university, the contact you are interacting with may already be in created RightNow. To avoid duplicating contact records, you must search RightNow before adding a contact to be sure they do not already exist. 6 Use the Quick Search on the right hand side of the workspace to search for a contact. Select Search All Contacts from the drop down menu. Last Name: Hughes Click Search Use wildcards to improve your search results if you are unsure of spelling. An asterisk (*) or percentage (%) symbol will search for unknown values e.g. if you search for J*n you will receive results of Jackson, Jan, Jasmin, John etc. 14 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

7 Compare your screen with the one shown below: The total number of results returned can be found in the bottom left hand corner of the screen. Tip: To sort by column, single click on a column heading. A or will appear to indicate if it is sorted in ascending or descending order. 3 To narrow down your search add the following information to the quick search panel: First Name: James Click Search 4 Open the correct contact record (you will need to source additional information from the contact, by asking them for their email address, mobile number or student number if they are a current student) by either double clicking the row or clicking the Open hyperlink. The contact will open in a new tab. PeopleSoft ID: 1669202 (this will be the same as the a number ) Note: If only one record is returned for your search you will be taken directly to the contact record. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 15

5 Compare your content pane with the one shown below: 6 Familiarise yourself with the content pane shown for a contact: Contextual Information The information in the top right-hand corner shows you what type of contact this person is they can be more than one type at the same time. The left hand panel shows basic contact details plus a range of key data from their contact types. Record Tab Key Data All Incidents Sales and Marketing Notes Attachments Audit Log Create Interaction Lists key details and information about the contact that are not based on their contact type. Lists all incidents associated with the contact. Contains all outreach activity associated with the contact, such as interests as well as mailings that were viewed or tracked links that were clicked. Contains all notes associated with the contact. Notes can be viewed and selected by contact or organisation and sorted by date. Remember that customers never see the notes added by staff members (unless requested via Freedom of Information Act). Lists all attachments associated with the contact. The tab displays the file name, size, date created, date updated, and a description for each attachment. Lists all actions taken on the contact record by you, other staff members, and the customer. It also displays any automatic changes. Allows you to create a new full incident for the contact 16 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

7 View information about the contact by navigating through the tabs. Tip: To increase the screen space you can undock the editor from the console by clicking. To re-dock pres the same icon again (top right corner of the screen). Note: Before completing any related tasks (i.e. creating a new incident) confirm that you have the correct contact record by checking a further 1-2 pieces of data (i.e. date of birth, email address, postcode). Where possible ensure that the contact record contains up to date information. Duplicate Records: RightNow uses a contact s email address as the unique identifier. This means that one email address can only belong to one contact. Duplicate records can be created if someone provides an incorrect email address (i.e. spelt wrong) and then provides it on another occasion spelt in a different way or they can also be created if someone has a new email address and uses it to contact us. To ensure our database is kept clean, we need to avoid duplicate records where possible. If you find a duplicate record the following steps should be taken; 1. Determine which one the correct record is by asking the contact to confirm their details. 2. Open the incorrect record and add.invalid to the end of their email address. This will prevent emails from being sent and will signal that the record is not current to other users. 3. Add a private note to indicate that this is a duplicate record and no longer valid. 4. Contact the support team (detail page 4) to advise them of the duplicate contact. Where possible they will merge the two records. Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 17

Exercise 4 Add a new contact Scenario: A Year 11 student phones the Future Student Engagement team and asks for information about various Health Science degrees as she is interested in applying for the University of Adelaide. 1 Prior to adding a new contact you must search RightNow to ensure they don t already exist (follow Exercise 3). Click New in the ribbon bar to open a blank contact record. Note: The New button (and other buttons on the ribbon bar) are contextual to what is displayed in your content pane. If you have an incident open, then the New button would open a new incident. If there is a arrow ( ) under the new button, click it to see options. 2 Compare your screen with the one shown below: 3 Enter the new contacts details in each relevant field. First Name: Last Name: Email: In training you can make these details up please ensure the email ends in @mail.com.invalid Note: The minimum information required to create a new contact is First Name, Last Name and Email Address these will be shown in red text with an asterisk (*). Where possible collect other details such as mobile number, address, gender. You are unable to create a new contact record for a student (Current Student, Past from 2011 onwards etc) as this information is automatically uploaded from PeopleSoft each night. Data fields will appear greyed out, apart from the key data. You can update key data however, it will get overridden by PeopleSoft. 4 You must copy the contacts email address into the Customer Portal Login field. This enables the contact to use the customer portal, which allows them to view their incident history, add information and ask new questions. 18 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

5 Navigate to the Future Student tab and select Yes for Is this contact a Future Student? Add extra information based on what the future student has told you about their study intentions. Note: This information will trigger the contextual information shown in the left panel and above the record tab. 6 Navigate to the Sales and Marketing Activity Tab to record her interests. Select Yes for any interests that apply. Note: The interest list is universal, if a person is more than one contact type, then there will be no way to determine which interest applies to which contact type. 7 To add notes to the contact record, click the Notes tab, click the Add button, and type your comments in the field. Tip: Add notes to the contact record when you want to provide information for other staff members. Notes are not visible to customers. Click (next to Contact Note) to select the channel through which you gained the information you are adding to the note. Besides selecting No Channel, options include Phone, Fax, Post, CSS Web, and Email. 8 Click Save & Close on the ribbon bar. Update a contacts details Scenario: You are speaking to an industry contact who advises that they have a new email address and would like to update their records with the University so that they can continue to receive newsletters. 9 Use the Quick Search in the right Navigation Pane to search for a contact. Last Name: Moran First Name: Anne Click Search 10 If there is only one result you will be taken directly to the contact record. If multiple results are returned you will be presented with a list of contacts, locate the correct record and double click the row or click Open. Tip: To sort by column, single click on a column heading. A or will appear to indicate if it is sorted in ascending or descending order. 11 Update the relevant field. Email Address: change this to a new email address ending with @mail.com.invalid The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 19

12 Click Save and Close in the ribbon bar. You are unable to update fields for a student (Current, Past from 2011 onwards etc) or staff member that are automatically populated by PeopleSoft. Information does not update from RightNow into PeopleSoft. If a current student wishes to update their contact details they must do so through Access Adelaide. If a past student (or other type of contact that is uploaded from PeopleSoft) wants to update their contact details they must do so through a Change of Personal Details form. Add information to an existing contact: Use this same process to add information to an existing contact record (i.e. you are speaking to a future student who gives you information that is not already recorded). Exercise Completed 20 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Agencies, businesses and schools are able to exist in RightNow as an organisation, which allows you to record generic contact details. It also allows an Agent, Business, Future Student or Schools Person to be associated with an organisation and gives you the full overview of an organisation by grouping contacts and incidents in one place. Note that a contact can only be associated with one type of each organisation at a time. Search for an organisation Scenario: You have been asked by your manager to find out who the principal of Henley High School is and how many students they have in Year 10 currently. 1 Select Agencies, Businesses or Schools from the drop down menu in the Quick Search pane. School Name: Henley High Click Search Entering a single word in the Name box will only search for organisations beginning with that word. Use an asterisk (*) or percentage (%) symbol to replace any unknown words. If you want to find an organisation with the name Canberra Girls Grammar, you would have to type %girls% into the search box. The % at the start shows that there are words prior to girls and the % at the end shows there are words after girls. 2 You will be taken directly to the organisation record. Tip: If there is more than one search result returned you will have to double click on the row or click the Open hyperlink. 3 Navigate through the organisation content pane to find the required information. On a schools content pane the left panel shows generic information about the entire school, while the Record Tab shows the associated staff (schools person), associated students, all incidents, notes, attachments and the audit log. Associate a contact with an organisation, or change the organisation Scenario: While speaking with a contact you discover they have a new job, you need to update their contact record to reflect the changes. 4 Navigate back to any contact you have previously had open using Recent Items in the Navigation Pane or find a contact using the Quick Search panel 5 Click on the Business tab, ensure that you select Yes for Is this person a Business Associate? if it is not already selected. 6 Enter their new Job Title 7 Click the button in the Search for an Organisation in the Database Field to search existing organisations The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 21

8 Compare your screen with the one shown below: 9 Type the organisation name (or a few letters from the first word in the name) and press Search Organisation Name: Search for any organisation 10 Choose the correct organisation from the search results and press Select 11 Click Save in the Ribbon bar. The organisation name and contact details will now be saved in the Business tab and the new contact type will be visible above the Ribbon Tab. Note: An individual can only be associated with one Organisation at a time. To change their organisation, repeat the process above. Prior to making these changes you should consider that you may not be the only person at the University that liaises with this contact. Note: You can add a new organisation by clicking the arrow ( ) under New in the Ribbon Bar and selecting Organisation, then following the prompts. Always search for an organisation (including spelling variations and abbreviations) prior to adding a new on. Tip: Organisations can be grouped according to hierarchy, which helps to show different branches of the same organisation (i.e. head office and regional office). To group organisations in this way open the Parent organisation and use the Organisation Hierarchy tab to add new organisations or to join existing organisations. Exercise completed. 22 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Exercise 5 Find an incident (via quick search) Scenario: Your colleague has asked you to review an incident to ensure they are responding with the correct advice. Your colleague gives you the incident reference number. 3 Select Incident Search from the drop down menu in the Quick Search pane. Reference #: 150605-000245 Click Search Note: The reference number of the incident is a 12 digit number, the first six digits represent the date it was created and the last six digits represent which number incident it was on that day. The first incident of each day will be YYMMDD-000000. 4 You will be taken directly to the incident. Tip: You can search by date by typing it in the format YYMMDD into the search box and clicking Search. This will bring up a list of all incidents for that day. To open a specific incident double click on the row or click the Open hyperlink. You can also search using the Subject and Thread boxes. Subject will search the subject line of the incident, while Thread will search the content of the incident. Entering a single word in the Subject box will only search for incidents beginning with that word. Use an asterisk (*) or percentage (%) symbol to replace any unknown words. If you want to find an incident with the subject Card access for robotics lab, you would have to type %robotics% into the search box. The % at the start shows that there are words prior to robotics and the % at the end shows there are words after robotics. Find an incident (via contact record) Scenario: You are about to meet with a current student to discuss their progress. Prior to meeting with the student you would like to see if they have had any significant incidents in recent months that will need to be discussed during the meeting. 3 Navigate to the tab where you performed your contact search. Note: You could also search for a Contact using quick search (follow Exercise 3). 4 Navigate to the All Incidents tab. 5 To open a specific incident double click on the row or click the Open hyperlink. Find an incident (via a report) Scenario: You created an incident on Monday 25 May, but cannot remember the contact s name to find it via the contact record. 6 Open Today s Incidents from the left Navigation Pane The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 23

7 Enter your search parameters by ticking the appropriate Status and setting the date created. Status: Select All Date Created: Use the calendar function to select 25 May 2015 as the start date and 26 May 2015 as the end date Click Search 8 All results will be displayed. Tip: To sort by column, single click on a column heading. A or will appear to indicate if it is sorted in ascending or descending order. To open a specific incident double click on the row or click the Open hyperlink. 9 Slicing groups data so you can view only the subset of records you are interested in. To slice the report click Slice in the ribbon bar Then select Choose Columns 10 Under Slice Items By use the drop down list to select Channel, then click OK 11 Compare your screen with the one shown below: The slice options are shown in a tree format to the left of the report. Click on each one to display results that match the selected criteria. To change the way the report is sliced repeat steps 9 and 10. Exercise completed. 24 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Incidents are records of interactions that are created when meaningful face to face or phone exchanges occur (emails automatically create incidents). There are three ways to create a new incident depending on the nature of the interaction; Click, click, done anonymous o This can be used for keeping statistics on the nature of enquiries and is only used when the enquiry is high volume and low value (i.e. way finding) Click, click, done known contact o This can be used to create a quick incident against a particular contact, it may be important to have a record, but there is no need to provide extensive information or follow up (i.e. document collection) Full incident o A full incident should be used to record meaningful interactions that assist the University to see the whole picture for a contact. A full incident allows you to record the customer request and your response as well as refer it on to another staff member for action. Exercise 6 Create a new incident (click, click, done - anonymous) Scenario: You work on reception and your manager has asked you to keep track of how many phone calls you receive and what the nature of each enquiry is so that he can write a report at the end of the month. You receive a phone call asking for directions to the International Student Centre. 1 Click the arrow under New in the ribbon bar and select Incident 2 Compare your screen with the one shown below: 3 Navigate through the prompts according to the scenario: Phone (Anonymous) > Directions A pop up will appear confirming you have created an incident. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 25

4 Compare your screen with the one shown below: 5 Click OK. The screen will now default to Create New Incident again. In reports a click, click, done incident will show up as follows; You will notice that the status is automatically set to Closed meaning that no further action is required. Create a new incident (click, click, done known contact) Scenario: A current student asks at the faculty office about what Scholarship opportunities are available for their Program. Using student computers in the Faculty Office you point them to the website where they can browse through the opportunities that are available. 6 Navigate through the prompts according to the scenario: F2F (Contact Lookup) 7 Type the students name or student ID into the search box: Last Name: Sale First Name: Harriette PeopleSoft ID: 1608552 Click Search Note: If more than one result is returned, double click on the correct contact. 8 Finalise the incident creation by clicking Scholarships. A pop up will appear confirming you have created an incident. Click OK. The screen will now default to Create New Incident again. 26 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

When creating a full incident there are a number of ways in which you can use RightNow; 1) Create an incident and respond immediately (i.e. speak on phone and want to provide follow up information via email), 2) Create an incident and respond later on (i.e. need to get more information first), 3) Create an incident and assign it to another user to respond (i.e. needs specialist advice from another RightNow user), 4) Forward to Subject Matter Expert (SME) (i.e. needs specialise advice from a staff member that is not a RightNow user), 5) Incident is automatically created by incoming email, webform or customer portal and you are required to respond. Create a new incident (full incident) Scenario: At a school visit a future student approaches you and asks you for more information about the Special Tertiary Admissions test. You didn t bring any of those particular brochures with you, so you will need to take his details and get back to him. He mentions that he has previously registered his details at Open Day. 9 Search for the contact using Search All Contacts in the Quick Search pane First Name: Benjamin Last Name: Tambe Click Search 10 Click the Create Incident button 11 Compare your screen with the one shown below: Notice that a new incident number is created i.e. 150402-000001 The 12 digit incident number is: [YY/MM/DD]-[six digit incident number] The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 27

9 Familiarise yourself with the Content Pane displayed for an incident; Incident Information: Field Description Contact* The contact record against who this incident will be recorded. Right click the name to change the contact or open the contact record. (This will open in an additional tab, below the regular tab.) Assigned This shows the user that the incident is assigned to. When you create a new incident the user will default to you. Status* Opened This is a new incident, and the value will default to this. Waiting on Client The assigned user has responded to the incident and is waiting on more information from the contact. Updated by Client The contact has responded and is waiting for the assigned user to reply. Answered The incident is completed to the best of the assigned users knowledge. Category This is used to categorise the type of enquiry. There are 13 categories, each with subcategories. It is mandatory to categorise to two levels. Queue* This will reflect the queue that the incident is assigned to. Generally there is one team per faculty, school and DVCA department within the University. In some cases a faculty or department may have more than one queue, so they can allocate their work appropriately. You will need to select the relevant queue (usually one of your own queues). Mailbox* This will reflect the mailbox that the response will be sent from (and will dictate the header). You will need to select the relevant mailbox (usually aligned to the queue). Channel* This will default to [No Value] and needs to be changed to reflect the communication channel (Face to face, Email, Phone, Fax, Post, Ask a Question, Answer Feedback, Facebook, Twitter). *indicates mandatory fields. 13 The Incident Record Tab is used to view the Contact Record, Forward the Incident, add Attachments or view the Audit Log for the incident. Tab Messages Forward Incident Attachments Audit Log Description Allows you to see the incident thread and enter in a response. Allows you to forward to forward the incident outside of RightNow, also known as Forward and Forget. This should only be used to forward an incident to a team that are not using RightNow and will be able to see the issue/question through to closure. Shows any attachments that form part of the message thread. Shows information on any activity that has occurred on that incident. 28 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

14 Enter a Subject - this should be a summary of the customers question or request. Subject: Information on STAT Note: The customer will be able to see this in their customer portal. 15 When creating an incident the default response space is Customer Entry. Enter the details of the request: Requested information on alternative entry, particularly the STAT cost, dates, location etc. Note: The customer will be able to see this in their customer portal. Note: You will not need to format this text, as header, footer and fonts will be automatically added to the reply, based on the mailbox it is sent from. 16 Select the method of communication (i.e. Phone, Email, Fax) for the Customer Entry by clicking No Channel Note: There is no Face to Face option available, so we assume No Channel to be Face to Face. 17 Check the Assigned field, this should default to you. Check the Status field, this will remain as Opened, because you have not added a response. Select an appropriate Category Engagement (future student) > Student Recruitment Set the Queue Choose one that represents your area Set the Mailbox Choose one that represents your area Set the Channel of the incident using the drop down menu. Face to face 18 Click Save and Close in the Ribbon bar. The incident will now appear in your inbox (My Inbox) and will require a response. Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 29

Exercise 7 Respond to an incident Scenario: You have returned to your office and are now able to send the future student the information that they requested. 1 Open your inbox by double clicking My Inbox in the left Navigation Pane. Click Search on the pop up box. Note: The pop up box allows you to set parameters for what you want to display. The default is for only Opened, Reopened, Updated by Client, and Expert Advice Received incidents to display these are incidents that require further action from you. 2 A list of all incidents that are allocated to you will appear in the Content Pane with information listed under the following columns; Column Heading Date Created Date Last Updated Reference Number Full Name Email Address Subject Status Queue Channel Description The date the incident was created The date that the incident was last added to The incident reference number The contacts first name and last name The contacts email address Shows the subject line entered when the incident was created Shows the status of the incident. Shows which queue the incident belongs to. This will all be the same unless you are allocated to more than one queue. Shows the channel that was selected for the incident i.e. Phone, Email, Ask a Question (portal). Tip: To sort by column, single click on a column heading. A or will appear to indicate if it is sported in ascending or descending order. 3 Find the incident you created earlier and select it by double clicking the row or clicking Open. 30 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

4 Review the information that is provided to you. You will notice the screen now looks different - compare your screen with the one shown below: The thread on the right hand side shows the interactions that have already occurred as part of this incident. The space on the left is the current thread that you will use to add further information. You will see that the data you entered when creating the incident now appears as a Customer Entry on the right hand side. Note: If a contact submits a question via email or via the portal, the information they enter will show up as a Customer Entry. 5 The Messages tab lets you send the response to the customer when you save it. You can send the incident response to other recipients as well by adding their email addresses to the CC field. The following buttons are displayed on the Messages tab. Button Description Select this check box to send your response to the customer when you save the incident. Click this button and select one of the following options to add a thread to the uncommitted threads panel. -Customer Entry Select this option to enter information about the customer. For example, select Customer Entry when the customer s question occurs during a phone call. This is the default option when you add an incident. -Response Select this option to type your response to the customer s question. This is the default option when you edit an incident. - Private Note Select this option to type the text that you want to be viewed only by other staff members. Customers cannot view this information. Click this button to select thread type filters, change the date sorting order for replies, and choose sending options such as show CC and BCC. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 31

6 When responding to an incident the default space is Response. Enter the details of the reply: Dear Alice, The next STAT will be at 2pm on 05/06/2015 in Bonython Hall, for a cost of $110 Kind Regards, (Your Name) Note: The customer will be able to see this in their customer portal and will also receive a copy via email. 7 Select the method of communication (i.e. Phone, Email, Fax) for the Response using the drop down menu pictured below which can be accessed by pressing the arrow ( ); Email Note: The default response setting is Email. 8 Tick Send on Save. This means that the contact will receive an email with your Subject Line and Response. If you do not tick Send on Save, the response will only appear in the customer portal. 32 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

9 Check who the incident is Assigned to, this should not change when you tick Send on Save. Check the Category of the incident; this will remain the same as what you set when you created the incident. If you are responding to a new incident that you did not create, it is mandatory to set the Category if it has not been set previously (when you tick send on save Category will turn red indicating that it is mandatory). Check the Status of the incident. As soon as you tick Send on Save, the default value becomes Answered. Tip: If you have requested further information from the contact you will need to use the drop down menu to change the status to Waiting on Client. Check the main Channel of the incident; this will remain the same as what you set when you created the incident. If the incident was created automatically via Email then the Channel will be automatically set to email. Check the Enquiry Type, this should be set to Enquiry. 10 Click Save and Close in the Ribbon bar. 11 Select Yes when the pop up asks if you are sure you want to send a response. Setting up an appointment: Use the Appointment button in the Ribbon bar while you have a contact record or incident record open, to automatically open a new appointment in Outlook. This will automatically export a few key details from the contact record or incident. Note that the appointment will not be recorded in RightNow, you will have to do this manually by including the information in the response. Respond to an incident using the Messages Tab functions Scenario: To save time and make your responses accurate and consistent, you can add predefined content, including SmartAssistant suggested answers or standard text. You can also search for answers that are related to the customer s question. 12 Search for an Open incident in Queue Report 13 Try using the following functions to shape your response; Insert an Image Insert a Link Click this button to select one or more answers you can insert into your response as either text or a URL link. Automatically searches the Knowledgebase using the subject line of the incident. Click this button to search for answers to help you respond to the customer. Allows you to search for keywords in the Knowledgebase. Click this button to select and insert a predefined piece of information into the response. For example, you might select a greeting, closing, or response to a common question. Click this button to insert an image by URL or to upload an image. Allows you to insert a hyperlink to a URL. Type or paste the URL into the Link textbox and type the text that you want to appear in the Link Text. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 33

14 Select the method of communication (i.e. Phone, Email, Fax) for the Response using the drop down menu pictured below which can be accessed by pressing the arrow ( ); Email 15 Tick Send on Save. This means that the contact will receive an email with your Subject Line and Response. If you do not tick Send on Save, the response will only appear in the customer portal. 16 Check who the incident is Assigned to, this should default to a general queue when you tick Send on Save. Check the Category of the incident and select an appropriate category and sub category. Check the Status of the incident. As soon as you tick Send on Save, the default value becomes Answered. Tip: If you have requested further information from the contact you will need to use the drop down menu to change the status to Waiting on Client. Check the main Channel of the incident; if the incident was created automatically via Email then the Channel will be automatically set to email otherwise set the channel to email. Check the Enquiry Type, this should be set to Enquiry. 17 Click Save and Close in the Ribbon bar. 18 Select Yes when the pop up asks if you are sure you want to send a response. 34 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Exercise 8 - Check for new or outstanding incidents that require attention Scenario: Each team at the University may have different business rules that determine how incidents are allocated to users. You will either access new incidents directly from My Inbox or Queue Report. The following work distribution methods may be used in your work area; 1. Staff work directly from the queue(s) via Queue Report and choose the incidents they wish to respond to, 2. Key users manage the queue (via Queue Report) and assign incidents to users, and users then work from their inbox, 3. Key users manage the queue (via Queue Report) and assign a category to incidents, and users then work from Queue Report by applying Category search parameters, 4. Users use the fill inbox function which allocates 3 incidents from the selected queue (up to a maximum of 10) to that user s inbox. 1 Use the left Navigation Pane to open Queue Report and click Search on the pop up 2 Your content pane will now display a report of all incidents that are in your teams queue with information under each of the following column headings; Column Heading Date Created Reference Number Subject Assigned Account Full Name Email Address Category Status Queue Channel Description The date and time the incident was created The incident reference number Shows the subject line entered when the incident was created The individual user to whom the incident has been assigned no value or a blank space means that it is not yet assigned. The contacts first name and last name The contacts email address The category that has been given to the incident Shows the status of the incident (i.e. Opened, Answered etc.) Shows which queue the incident belongs to. This will all be the same unless you are allocated to more than one queue. The channel of the incident (i.e. Email, Phone, Face to Face). Tip: To sort by column, single click on a column heading. A or will appear to indicate if it is sorted in ascending or descending order Tip: Slice the report using the bar on the left, this will allow you to filter by Assigned Account. To change which column data you can slice the report by clicking Slice in the Ribbon Bar and select use the drop down menu to change the value of Slice items by 3 Close all open tabs by right clicking a tab and selecting Close All 4 Use the left Navigation Pane to open My Inbox and click Search on the pop up The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 35

5 Click Fill Inbox on the Ribbon Bar 6 The following pop up will appear: Use the drop down menu to select the queue you wish to fill your inbox from and select OK. Note: This pop up will not appear for Ask Adelaide users 7 Three new incidents will enter your inbox, you can continue to click Fill Inbox, until there are 10 incidents in your inbox Assign an incident to another user or queue Scenario: You may need to assign an incident to particular user within your team or to another team so that the correct person can provide a response to the contact. 8 Use the left Navigation Pane to open Queue Report and click Search on the pop up (changing the search parameters as required) 9 Locate an incident that is not yet assigned (i.e. [No Value]) and double click on the row or click Open 10 Use the drop down menu in the Assigned field to locate your own name (or training name, if you are in training) and select it Note: If you wish to assign an incident to another user in your team, select their name instead. 11 Click Save and Close on the Ribbon Bar 36 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

12 Navigate back to My Inbox using the Content Pane Tabs and click Refresh in the Ribbon Bar. The new incident that you just assigned will appear in your inbox Note: The maximum of 10 incidents in your Inbox only applies when you are using Fill My Inbox Tip: To assign an incident to another queue, use the same process as above, changing the Queue as well as the Assigned field. Note that general users are not able to assign an incident to a specific user in another queue, however managers can. Forward an incident to a Subject Matter Expert Scenario: There is an incident in your inbox that requires advice from a University Academic, who is not a RightNow User, these people are known as Subject Matter Experts (SME s) 13 Open an incident (from your My Inbox, Queue Report, Quick Search) 14 Click Forward to Expert in the Ribbon Bar The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 37

15 The following screen will pop up: 16 Enter the email address of the Subject Matter Expert (must be an @adelaide.edu.au email address). To: xx@adelaide.edu.au Tip: Click the To button to see a list of all staff. 17 Enter the Subject and any Comments for the SME. If you want to include Private Notes check the tick box. Select the Attachments that you would like the SME to see. Press Send Click OK on the confirmation pop up Note: The SME will receive an email asking them to use their staff credentials to log into a RightNow portal to be able to respond. The portal will display the contacts basic details and a copy of the incident history (i.e. any prior interactions) and provide a space for the SME to enter their response. 38 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

18 Press Refresh in the Ribbon Bar. You will notice now that the incident Status is set to Referred to Expert and an Automatic Note has been added to say the incident was forwarded and a Private Note has been added with your comments to the SME. 19 Once the SME has replied the incident will automatically change status to Expert Advice Received and will appear in its original inbox or queue (as per assigned/queue settings) for action. 20 After reviewing the SME response you can respond to the incident as per normal. Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 39

Exercise 9 Save incidents to TRIM (New or Answered/Closed Incidents) Scenario: TRIM is the University s official recordkeeping system and must still be used in conjunction with RightNow. There may be instances where an email received or sent via RightNow needs to be saved to TRIM. 1 Navigate to the contact record that the incident is associated with and click on the All Incidents tab. 2 Select the incident you wish to TRIM by using the up or down arrows on your key board, or by clicking on it once. 3 Once the incident is highlighted, click Forward in the bar above the incident list. 4 Compare your pop up with the one shown below; 40 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

5 Enter your own @adelaide.edu.au email address into the To field. Tick Send Contact Information Tick any attachments you need to include under the Files list 6 Click Send Note: The Incident Audit tab will show that the incident was forwarded. 7 Check your Outlook Inbox and TRIM the email as per TRIM training. Note: You will need to change the author. Save incidents to TRIM (Responses or during an incident) Scenario: You may wish to save your response to an incident to TRIM. 8 Locate the incident in an inbox, via a report or via a contact record and open it. 9 Compose your response to incident. Tick Send On Save. You will notice that a CC box appears in the response. Note: This method can only be used if you wish to Send on Save (send a copy to the Contact s email address). Additionally, this method will only send the Response not the entire thread and will send attachments as a link, rather than an attachment to your email, unless you use the paperclip button to attach them to the individual response. Tip: Click Options to also display a BCC option. 10 Enter your own @adelaide.edu.au email address into the CC field. 11 Click Save and Close in the Ribbon Bar 12 Check your Outlook Inbox and TRIM the email as per TRIM training. Note: You will need to change the author. Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 41

Appendix 1 Install RightNow on your PC Please do not install the live site unless you have been instructed to do so. 6 Open Internet Explorer and navigate to XXX (link will be provided to your team at their designated deployment time) 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: 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

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. Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 43

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 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. Exercise completed. 44 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

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 Email Signature text field. The following format is recommended; FirstName Surname Position Team Name Address Phone Number eg. Alice Cameron Future Student Engagement Officer Future Student Engagement Team The University of Adelaide, AUSTRALIA 5005 Ph : +61 8 8313 0847 13 Click OK 14 Every time you add a Response to an Incident your signature will appear. Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 45

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. Exercise completed. 46 Enquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0)The University of Adelaide

Appendix 5 Access the portal 20 Click File and select Links to display links to the customer portal. Three options will appear; Two of the sites are End User sites these are the Portals. There is a portal for Current Students (and Staff) and also one for Future Students (and all other contact types). 21 To view the portal you can log into the Current Student portal using your staff credentials (that are used to log into your computer or email). Click on UoA Current Students (LIVE Site) > End User (note that if you are in the training environment the name will be slightly different). 22 Click on the Your Account tab and enter your staff a number and password. 23 Once Logged In click on Your Account again. You can view any questions that you have asked previously and can view your account settings. Future students and other contacts can use the portal to update their contact information. 24 Click [Logout] Exercise completed. The University of AdelaideEnquiry & Contact Management (CRM Phase 1) Contacts & Incidents for General Users (v 1.0) 47