Feedback, Outreach, & Service Email In Review Keri Jenkin Principal Product Manager, Feedback, Outreach, & Service Email Oracle Service June 19, 2014
Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2
Program Agenda 1 2 3 4 Welcome and Introduction Feature Review: Feedback and Outreach Feature Review: Service Email Q&A and Closing 3
Feedback and Outreach In Review
Feedback and Outreach Feedback is a robust surveying capability Only survey tool within the Oracle stack Contains flexible tools for creating surveys for your business needs Powerful channel for inviting, gathering, and analyzing customer feedback Outreachis used to create campaigns and send outbound emails, in support of the Service functions Formerly known as RightNow Marketing Centralized tool to create and deliver mailings to specific audiences Embed mailings and other objects within a powerful flow diagram designer to create robust multiple-step marketing campaigns 5
Feedback and Outreach Major enhancements from the past two years Mobile-friendly Surveys (May 2014) Increased Accessibility for Surveys (February 2014) Survey Reminders (August 2013) Survey Back Button (August 2013) Survey Link Widget (August 2013) Survey Expiration Options (February 2013) 6
Optimize for Mobile Respondents May 2014 Capability Highlights Automatically detect mobile user: Display surveys in an optimized fashion when a mobile device is detected One-click compatibility: Apply mobile optimization with a check of a box Dynamic content: Conditionally display questions or content based on mobile detection Usage reporting: New insights on desktop versus mobile Key Benefits Increase response rates by offering on preferred device Improve usability for devices with touch screen navigation Optimize future surveys with learnings from mobile vs desktop Mobile usage is increasing every day 7
Your Survey Before May 2014 Your survey in a standard browser Same survey on a mobile device before optimization 8
Your Survey May 2014+ with Mobile Optimization Your survey in a standard browser Same survey on a mobile device after optimization 9
Feature Highlights May 2014: Mobile-friendly Surveys Optimization is set per survey via Survey Options Mobile users can click Switch to Desktop Mode on the first survey page Mobile runtime for Conditional/Case sections Optimization of Matrix questions Default landing pages are also optimized New Mobile Preview capability NOTE: Surveys should still be tested on actual devices whenever possible Columns added to store Browser, OS, and User Agent string for Question Session Additional standard reports to show usage 10
Conditional/Case Sections for Mobile Runtime May 2014: Mobile-friendly Surveys Add Conditional or Case Sections in surveys using Runtime Variables of Desktop or Mobile Provides ability to show/hide content to a particular runtime option Use this function to add basic images or a simple header to brand your mobile survey 11
Example of Conditional Sections in Action May 2014: Mobile-friendly Surveys Mobile conditional section Desktop conditional section 12
Conditional/Case Sections for Mobile Runtime May 2014: Mobile-friendly Surveys Important!! If you choose to add a mobile conditional section, it will be honored on a mobile device even if mobile optimization is disabled for your survey If Switch to Desktop Mode is chosen from a mobile device at the beginning of the survey, all content shown will be Desktop content If utilizing conditional sections to display different information for mobile and desktop, be sure to include content for both modes for each survey page Be sure to properly test/preview the survey in both desktop and mobile modes to ensure your conditional sections display properly 13
Matrix Questions May 2014: Mobile-friendly Surveys Reflow to stacked table Normal mode wide-width on mobile device 14
New Report: Standard Versus Mobile Survey Trend May 2014: Mobile-friendly Surveys Displays mobile and standard web (desktop) usage of each survey Reports Explorer > Feedback > Survey Responses 15
New Report: Mobile Survey Trends Dashboard May 2014: Mobile-friendly Surveys Shows mobile device usage to complete surveys over time Includes new reports: Mobile Survey Trend, Mobile Survey Browser Trend, and Mobile Survey Operating System Trend reports Reports Explorer > Feedback > Survey Responses > Mobile Surveys 16
Honorable Mentions May 2014: Mobile-friendly Surveys Templates applied to the survey desktop mode are not shown on a mobile device To apply a template for the mobile version, use a mobile conditional section with minimally-sized banners/images Limited font changes, such as color, can be applied Font size changes are not supported for mobile Some fonts are not supported on certain mobile devices, so your font family selection may be overwritten by a device Serve Web Page elements within an advanced survey will be optimized; this includes optimized display for form fields and other standard functionality 17
Other Enhancements Feedback and Outreach 18
Survey Expiration Options February 2013+ Additional survey expiration options help ensure that the volume of insights collected from surveys are timely, manageable and actionable Relative expiration Max # responses Tailor expiration message per survey Merge expiration information into Survey or Invitation Message 19
Survey Reminders August 2013+ Capability Highlights Reminders:Add up to 4 reminder emails per broadcast or transactional survey to be sent to those who have not started and/or have started but not completed surveys Merge Fields: Include merge fields like the survey expiration date in the reminder message subject line or body Edit: Proof and preview the reminder message(s) Key Benefits Increase participation rates and drive urgency for surveys Improve message accuracy with enhanced editing and review 20
Survey Back Button August 2013+ Capability Highlights Optional back button:allow respondents to go back to previous pages within a multi-page survey Configurable HTML properties: Control the class and style of the button Key Benefits Increase completion rate by making it easy to go back and change responses Improve user experience by ensuring button displays match within the page 21
Survey Link Customer Portal Widget August 2013+ Capability Highlights Survey widget:display text and link to invite website visitors to participate in a survey Syndicated and proactive: Configure when to display this widget within customer portal or external pages Flexible visual design:consistent design interface via the Customer Portal Framework Key Benefits Increase the amount of insights you receive by providing more opportunities to provide feedback 22
Increased Accessibility for Surveys February 2014 Capability Highlights Optimize surveys and polls to be readable by standard accessibility tools Key Benefits Improve survey experience for participants that use accessibility tools Upgrade Comments Existing surveys are not impacted at upgrade New surveys after upgrade are automatically optimized To apply accessibility enhancements to existing surveys, drop and re-add all of your survey questions to the survey If you change only a single question, only that question will have the attributes applied for accessibility functions 25
HTML Editor: Cursor Position Retained in Source February 2014+ From the Source tab of the HTML editor, the cursor position is retained when switching to Preview and back to source Note: Switch to Design at any point and the cursor in Source is moved to the top of the code 26
Persistent Records for Proof & Preview February 2014+ Proof recipients and Contact record (if applicable) will persist in Mailings or Survey Invitations, or between Survey Invitation proofs and Survey Reminder proofs Preview record selections persist while working in the HTML editor, for the duration of the particular template/document being edited 27
URL Columns as Links February 2014+ When using Merge Reports in outgoing messages, the URL Column Format functions are now supported and shown as actionable hyperlinks in the email 28
New Report: Contacts with Invalid Email Addresses February 2014+ Provides a list of contacts who have at least one associated email address marked as invalid Located at Public Reports > Common > Contact Reports > Contacts with Invalid Email Addresses 29
New Report: Survey by Proxy Results May 2014+ Displays which accounts completed which surveys by proxy on behalf of a customer Reports Explorer > Feedback > Survey Responses Drilldown on Score to see specific results Ref# column is null if not tied to an incident 30
Service Email In Review 32
Service Email Message Templatesprovide a framework for customizing notifications and emails sent from the Service application Replaces Mail Scripts (PHP files in File Manager) Mail Scripts deprecation began in August 2013 Contains flexible tools for modifying your customer communications from Service Patent-pending Incident Response Tracking Techmailis the utility used to process incoming email, to create or update incidents, or process bounce handling 33
Service Email Major enhancements from the past two years Message Templates Designer (November 2012) Associated Record Conditional Sections (February 2013) Limit# Threads (May 2013) Choose Thread Types to include (August 2013) Configurable Incident Threads (November 2013) Customizable Subject Lines (November 2013) Configured in each Message Template Can include merge fields Ref# can be removed** Separate Print Templates (November 2013) 34
Message Templates November 2012 Capability Highlights Easy to design: Modify the system email templates that are sent for the administrator notifications, administrator emails, and contact emails using an HTML (WSIWYG) editor Personalized and relevant: Leverage default dynamic content and capabilities to match system-generated messages to your business and customer needs Key Benefits No developer required to use WSIWYG editor Improve deliverability with corporate branding and personalization; emails are more recognizable and less likely to be marked as SPAM Track email opens and clicks resulting from your Service interactions 35
Feature Highlights Message Templates Designer Business user can edit using WSIWYG HTML Editor Global Template applies to all messages, or remove from one or all Updated, fresh look for all email messages Edit, Preview, Proof all without Deploying to customers Add dynamic content to system messages Easy upgrades View Incident Message Transactions in Desktop 36
Message Templates Designer Designer interface includes HTML options, Links, and other Content design tools Source mode available Preview and Proof your messages with real system records 37
Example: Incident Solved Message Previous Mail Scripts Version Subject: Warranty Expiration? [Incident: 140528-000001] Current Message Templates Version Subject: Warranty Expiration? [Incident: 140528-000000] 38
So What s Different? Updated look Designed for more optimal viewing on a small screen or device Discussion thread is more user friendly and stands out without color distraction Clear division between content areas Clean font and styling No more Times New Roman font style Simple styles that are easy to change Less clutter Select only the applicable fields for display per message, not forced to show all/non-null/nothing Applicable fields stand out more; field placement is up to you! 39
Associated Record Conditional Sections February 2013+ Message Templates Designer can dynamically show content based on any related record attribute in order to make messages more relevant and personalized Example use cases: Display coupon at the bottom of an Incident Resolved contact email on the Product specified in the incident Brand all incident response messages with different headers based on the mailbox that receives the service request In a Task Forward Admin Email, if task type is for an incident, display the incident subject, product, category, reference number, and status 40
Message Template Usability Enhancements May 2013+ Visual Indicator for Modified Templates The Last Updated indicator allows users to see which templates have pending changes and which templates will be updated if they choose to save Limit Incident Thread Entries Specify the number of thread entries displayed in each message template Make messages more relevant and more concise 41
Configurable Incident Threads November 2013+ Automatically insert conditional, dynamic content blocks within Incident Threads 42
Configurable Incident Threads(continued) November 2013+ Create your content in the HTML editor, including Conditional Sections and Links Pick Content Placement: Before thread entry, After thread entry Pick Inclusion: Most recent entry, All entries, All entries except most recent 43
Case Sections for Message Templates November 2013+ Logical grouping of conditional sections now available for main content or thread content areas of applicable message templates Add using Case Section from Dynamic Content panel and right-click for properties or to add more sections Content Placement and Inclusion selections apply 44
Customizable Subject Lines November 2013+ Create personalized email subject lines for applicable message templates Insert up to 5 merge fields Up to 400 characters To see modified subject, send a proof of the message 45
Standalone Print Templates November 2013+ Added flexibility by separating Print from Forward object templates Available from Print Pages ribbon button Content from Forward templates applied at upgrade if Message Templates was previously enabled 46
Standalone Print Templates (continued) November 2013+ Added ability to include hyperlinks to file attachments (if they exist on the record) for Print Templates Must manually add this option after upgrade if Message Templates was previously enabled 47
Merge Report Formatting Enhancements November 2013+ Provides more opportunity for customization within a merge report when Output Type=Table Table Style/Table Class specify CSS styles for the entire table (ex: font or background color) Frame/Rules specify HTML styles such as borders or lines; for usage see: http://www.w3schools.com/tags/att_table_frame.asp http://www.w3schools.com/tags/att_table_rules.asp 48
Incident Response Tracking Allows you to see how customers react to interactions with your agents Tracked in customer-facing responses (receipt, rule email, incident closed/solved/waiting/unresolved) Shows # emails opened, # links clicked, etc. 49
Incident Message Transactions Embed this report in a workspace so that agents can view the related service email transactions, and have additional information at their fingertips 50
Email Address Sharing Logic Update November 2013+ Within Email Address sharing, in the event of multiple possible matches, the logic now evaluates the disabled flag of the contact(s) before associating to the most recently updated contact 51
Questions? 52
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