Frequently Asked Questions. RightNow (CRM)

Frequently Asked Questions RightNow (CRM)

Table of Contents Table of Contents... 1 A note about privacy:... 2 1. Deployment... 3 What will happen when our team deploys RightNow?... 3 What support will be available during deployment?... 3 Once RightNow is deployed to my team, will I still have access to my team inbox Outlook? 3 When will we start to receive emails in RightNow?... 3 Once RightNow is deployed to my team, will I still have access to my team inbox Outlook? 4 When will we start to receive emails in RightNow?... 4 What happens to my individual staff email? Will I still use Outlook?... 4 Why are internal emails (sent from an @adelaide.edu.au address) still going to Outlook?.. 4 2. End User Access... 5 Will RightNow work on an Apple Mac?... 5 Can I access RightNow from ADAPT or my tablet/smart phone etc.?... 5 How do I install/access RightNow?... 5 Can I use the RightNow console remotely e.g. from home?... 5 3. Business Processes... 6 What happens when someone sends an email to our teams RightNow generic email account?... 6 Where do our webforms go?... 6 What happens if a contact has more than one email address or phone number?... 6 How will duplicates be identified? What do I do if I find a duplicate?... 6 What happens if two people use the same email address?... 7 Whose responsibility is it to create a new incident?... 7 What do I do if I receive an enquiry/incident that I need to refer to someone else?... 7 How do I reassign an incident to another team/department?... 7 I want to send an email from my team s generic email address to another team s generic email address or to all staff. How can I do this?... 7 Will we still be able to personalise our emails?... 8 What happens if a student emails my individual staff email?... 8 How do I access work to be actioned by myself or my team?... 8 How can I TRIM an Incident or a Response?... 8 How do I delete an Incident?... 8 What do I do with SPAM?... 9 4. Enhancements... 10 The University of Adelaide 1

How can I suggest changes or improvements?... 10 Use of Organisations (Businesses, Agencies and Schools)... 10 Why isn t much data available on a Contact Record?... 10 5. Support... 11 Where can I access further training and support guides?... 11 What support will be available during deployment?... 11 6. Glossary... 12 What is Forward & Forget?... 12 What is Forward to SME?... 12 What is Standard Text?... 12 What is the Incident Category and how is it used?... 12 What is Signposting?... 12 Appendix 1 Save an incident to TRIM... 13 Appendix 2 Save a response to TRIM... 15 A note about privacy: The design of RightNow allows all users to have access to every incident within RightNow. If you have concerns about the privacy of an incident or document that has been created in RightNow, please email call the Project Team using the support numbers provided. The benefits of using a University wide CRM is that all staff are able to provide an enhanced level of service and that the University is able to better understand the people we serve through knowledge of their past interactions with us. The need to delete information should only be considered if the incident or document is of a private or confidential nature. While it is possible to add a Private Note to a contact record or to an incident, these notes will be visible to all users within the University. It is important for all users to be aware of the Freedom of Information Act 1991. The University of Adelaide is a body established for a public purpose and an "agency" under the Freedom of Information Act 1991 ("the FOI Act"). Members of the public have a right of access to documents created or held by the University. More information on this policy can be found at http://www.adelaide.edu.au/policies/3/ The University of Adelaide 2

1. Deployment What will happen when our team deploys RightNow? All users will install RightNow on their computer(s). Generic public facing addressed emails will be redirected from Exchange/Outlook into RightNow. Users will login to RightNow and respond to new incidents (incoming emails) Staff will phase out use of Outlook for team email addresses by responding to all outstanding emails (via Outlook). Users will regularly login to RightNow (based on the proportion of their role dedicated to answering contact enquiries) and respond to their workload. Users will create new contacts and incidents in RightNow as appropriate. What support will be available during deployment? On the day of deployment we will provide an experienced staff member (either from the Project Team or from Ask Adelaide) in your office for the first few hours. You can email or phone the project team for support (phone is recommended for a quick response): ecm_project_team@adelaide.edu.au or 0418 260 760 If you encounter an urgent issue or defect you can escalate to the Project Manager, Nigel Lippett: nigel.lippett@adelaide.edu.au or 0407 236 165 General Improvements or suggestions will be considered, but are unlikely to be actioned during the roll out please email these to ecm_project_team@adelaide.edu.au Once RightNow is deployed to my team, will I still have access to my team inbox Outlook? Yes, you will still be able to access your team inbox in Outlook, however no new emails will arrive. You will be able to respond to any emails that are in the inbox and you will also be able to view archives and folders. Eventually as you stop using the team inbox you will need to think about filing or saving any previous emails appropriately. When will we start to receive emails in RightNow? As part of your team s deployment IT will redirect your student/client service emails (as nominated by managers, or their representatives, and as published on our web pages). This is likely to occur on the morning of deployment and as soon as the redirection is complete new emails will be directed to RightNow instead of Outlook. You will still have access to Outlook to be able to respond to any residual emails and to view previous emails. The University of Adelaide 3

Once RightNow is deployed to my team, will I still have access to my team inbox Outlook? Yes, you will still be able to access your team inbox in Outlook, however no new emails will arrive. You will be able to respond to any emails that are in the inbox and you will also be able to view archives and folders. Eventually as you stop using the team inbox you will need to think about filing or saving any previous emails appropriately. When will we start to receive emails in RightNow? As part of your team s deployment IT will redirect your student/client service emails (as nominated by managers, or their representatives, and as published on our web pages). This is likely to occur on the morning of deployment and as soon as the redirection is complete new emails will be directed to RightNow instead of Outlook. You will still have access to Outlook to be able to respond to any residual emails and to view previous emails. What happens to my individual staff email? Will I still use Outlook? Yes, your individual staff email will still exist and you will access it from Outlook. You will continue to use Outlook to manage your calendar, appointments, general emails etc. Why are internal emails (sent from an @adelaide.edu.au address) still going to Outlook? Outlook stores up to 1000 email addresses on file allowing the AutoComplete functionality to display suggestions for names and e-mail addresses as you begin to type them. One benefit is that you can easily retrieve email addresses you have used just by typing the first few letters. A drawback is that as you update your contacts, the AutoComplete name cache file remains static. Unfortunately it will store incorrect email addresses (either outdated or misspelt) and will only remember the original cached settings (i.e. they won t redirect properly). You can delete entries from the cache one at a time when necessary by following the simple steps below; 1. Open up the Outlook client and create a new mail. 2. Start typing the email address (or display name) in the "To " field. After a few characters a list of possible matches from the cached information will show. Continue to type characters until the address you want to delete is highlighted, or use your mouse to hover over the correct one. 3. Delete the address from the cache by clicking the to the right of the address or using Delete on your keyboard. You will need to ask staff to follow the above steps and then re-enter your email address so that it now redirects to RightNow. Note that this only affects internal emails sent from staff or team email addresses (i.e. joe.bloggs@adelaide.edu.au or enquiry@adelaide.edu.au). The University of Adelaide 4

2. End User Access Will RightNow work on an Apple Mac? For internal console users it can only work on a Windows PC with Internet explorer. For short periods of time you can access RightNow via ADAPT. Can I access RightNow from ADAPT or my tablet/smart phone etc.? RightNow is available from ADAPT on any device that ADAPT is compatible with. To find out more about ADAPT (and how to use it from a mobile device) go to: http://www.adelaide.edu.au/technology/yourservices/learning-teaching/adapt/ To access RightNow via ADAPT follow these steps: 1. Log in using your a number and password 2. Switch to Desktop at the bottom of the screen and click on ADAPT Staff Desktop 3. Go to the Start Menu ( ) and search for RightNow 4. Click on RightNow to launch the installation webpage 5. Follow installation process as per training materials. Note that after one hour of inactivity your session will be suspended, you can log back in to resume your session, however, after a further one hour of inactivity your session will end. Next time you log in you will need to install RightNow again. How do I install/access RightNow? RightNow needs to be installed on each computer it will be used on, via a link that is provided by the Project Team. As part of deployment, users will be instructed when to conduct the install on their computer. Installation can only be done from Internet Explorer and does not require an administration password. To log into RightNow you will need your own RightNow log-in credentials (username and password), these will be provided to you after you have completed training or as part of deployment. Can I use the RightNow console remotely e.g. from home? Yes. Because RightNow is a Cloud based application you can access RightNow on any Windows PC that has access to the Internet (similar to Webmail). You will need to install it, following the same instructions as with your work based PC. The University of Adelaide 5

3. Business Processes What happens when someone sends an email to our teams RightNow generic email account? The sender (i.e. Current Student, Future Student, Staff, Business Person etc.) will receive an auto reply to say thank you for their email and that the team will get back to them shortly (the auto reply is populated based on email address they contacted). The email will automatically create an incident in RightNow against the senders contact record (if they do not have an existing record, then a new contact record will be automatically made). Users from the team will have access to the queue where the team email is now redirected to and will be able to open the incident and respond accordingly. Where do our webforms go? If webforms were previously generating an email to your team inbox, that email will now be directed into RightNow. If you previously accessed a.csv that was populated by a webform, you will still be able to access this in the same way. What happens if a contact has more than one email address or phone number? It is possible to list up to 3 email addresses and 5 phone numbers for one contact. Use the arrow ( ) next to this field on the contact workspace to choose which one you want to enter (i.e. Home, Office, Mobile etc.). Regardless of which of the 3 email addresses a contact uses, the incidents will all be recorded on the single contact record, without creating duplicate records. Marketing emails will be sent to their primary address. For current students the following 3 email addresses are stored in RightNow; Email: firstname.lastname@adelaide.edu.au Alt 1 Email: a1234567@adelaide.edu.au Alt 2 Email: personal@hotmail.com ( Home email in PeopleSoft) Note: While we are using the interim data set, only the Email and Alt 1 Email are being imported from PeopleSoft. How will duplicates be identified? What do I do if I find a duplicate? RightNow uses a contact s email address as the unique identifier. This means that an 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. If you enter an email address that is already used for another contact, you will receive an error message and not be able to save the contact. 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 is the correct record is by asking the contact to confirm their details. The University of Adelaide 6

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 (refer to the training manual) to advise them of the duplicate contact. Where possible they will merge the two records. Note: While we are using the interim data set, only the Email and Alt 1 Email are being imported from PeopleSoft for a current student. This means that if a current student emails from their personal email address, a duplicate contact will be created. The Project Team will undertake a de-duping process when the full data set is imported. What happens if two people use the same email address? Because RightNow uses a contact s email address as the unique identifier it is not possible to create two contacts using the same email address. You may wish to only create a record for the primary contact and advise the secondary contact that all communications will be via the primary contact. You can use the Contact Private Note function to make a note of the situation. Whose responsibility is it to create a new incident? It is the responsibility of the person that takes the initial enquiry to create the incident, unless agreed otherwise between specific users. If you then refer the enquiry on, you can use the following referral methods; reassign, Forward to SME or Forward and Forget. To ensure that this business procedure is followed, you should make a habit of asking (or notifying) if an incident has been created each time to you receive or give a referral. Incidents (and contacts if new) are automatically created when an email is received or the customer uses the Ask Adelaide web enquiry form. Incidents (and contacts) can also be created by you if required. What do I do if I receive an enquiry/incident that I need to refer to someone else? You can re-assign an incident to a specific user within your team, or you can re-assign to another team within the University by setting the Assigned and the Queue on the incident (note that general users cannot re-assign to another specific user outside of their team). You can also use Forward to SME to gain advice from someone that is not a RightNow user, or Forward and Forget if you need to refer the incident outside of RightNow. How do I reassign an incident to another team/department? Ensure both the ASSIGNED and QUEUE are set to the team you wish to reassign the incident to. I want to send an email from my team s generic email address to another team s generic email address or to all staff. How can I do this? There are a number of ways that your team may choose to do this, however your manager will need to review the Standard Operating Procedures for your team to determine a suitable solution; The University of Adelaide 7

1. If the email is part of handling a RightNow incident, you should forward using re-assignment (to a different queue) if the other staff have RightNow access. 2. As above but use Forward to SME or Forward and Forget if the user does not have RightNow access. 3. Cease sending team to team emails using generic emails and instead send them from an individual staff email to a team email that is not associated with RightNow or from an individual staff email to an individual staff email (remains outside of RightNow). 4. Use a generic email that is not being redirected into RightNow for internal emails/staff requests. (Note that your team will need to communicate this to other areas of the University that contact your, and your team will need to check Outlook for staff emails and check RightNow for current student and other incidents.) 5. Create a new generic email (you can do this via IT) for staff requests use outside of RightNow and access this via a team inbox in Outlook. (Note same as above). Will we still be able to personalise our emails? Yes, you can still sign off your emails with your name and department/contact number. This allows you to personalise your emails, without having them in your individual Outlook inbox (only accessible by you). If a contact replies to a response you have sent, the incident (reply) will go directly into your RightNow My Inbox, allowing you to have an ongoing interaction with the contact. Your standard RightNow signature can be managed via your Personal Settings Options in RightNow. What happens if a student emails my individual staff email? You can move an interaction into RightNow by looking up (or creating) the contact and adding a new incident. You can then copy and paste the email content into the new incident and respond from RightNow. If the contact replies (either through the portal, or by replying to the email), the email will be directed into RightNow How do I access work to be actioned by myself or my team? My Inbox This shows all incidents where the ASSGINED is set to your name. Queue Report This report shows all incidents where the QUEUE is set to your team. You can use the search parameters to set which incidents you want to see based on status, queue or category. You can use the Slice or Auto Filter function in the ribbon bar to further sort by any of the column headings (i.e. Assigned Account, Channel etc.) How can I TRIM an Incident or a Response? Please follow the instructions in Appendix 1 and Appendix 2. How do I delete an Incident? Where possible, items from RightNow should not be deleted. In the instance that a confidential document/incident is recorded, please call the Project Team on the support numbers provided. The University of Adelaide 8

What do I do with SPAM? RightNow has some SPAM filters in place, but it is likely that you will still receive some SPAM/Junk Mail. To action these, all you need to do is set the status as Closed and Categorise the Incident as Miscellaneous > SPAM. The University of Adelaide 9

4. Enhancements How can I suggest changes or improvements? General improvements or suggestions will be considered, but are unlikely to be actioned during the roll out period (June-Sept). This is so that we can provide a stable training environment and a consistent message. Please email suggestions or improvements to ecm_project_team@adelaide.edu.au Use of Organisations (Businesses, Agencies and Schools) Although functionality is available to record businesses, agencies and schools in the CRM, this functionality will not be available initially. It is likely to be introduced in July/August. It is possible to link a contact to an organisation, and the organisation record will then show a list of all staff (contacts associated with it). It is possible to add hierarchical organisations i.e. a head office + multiple regional offices. There are already a number of organisations in the system (business & schools) and agencies will be imported. Where possible if you have a large list of organisations (i.e. Partner Universities) these may be able to be imported for you please discuss with the project team. Why isn t much data available on a Contact Record? Current Students: The initial deployment of RightNow is using an interim data set, of approx. 9 pieces of information from PeopleSoft. In July/August the full data set of approximately 120 pieces of date from PeopleSoft will be integrated. While the minimum dataset is being used there will be many fields set at no value. Future Students: Currently the University records little, or no data about future students. As staff begin to use RightNow to records Future Student contacts, the database will grow and we will be able to capture more information about them with each interaction. Future Student contacts will also be able to update or add to their details or interests using the Web Client Portal. The University of Adelaide 10

5. Support Where can I access further training and support guides? There are some quick guides available on the following website: http://www.adelaide.edu.au/technology/selfhelp/win/staff/#rightnow and a full training manual has been provided to Champions via email. If you feel that you need further support, please contact your Champion in the first instance and this request can be escalated to the project team if required. What support will be available during deployment? On the day of deployment we will provide an experienced staff member (either from the Project Team or from Ask Adelaide) in your office for the first few hours. You can email or phone the project team for support (phone is recommended for a quick response): ecm_project_team@adelaide.edu.au or 0418 260 760 If you encounter an urgent issue or defect you can escalate to the Project Manager, Nigel Lippett: nigel.lippett@adelaide.edu.au or 0407 236 165 General Improvements or suggestions will be considered, but are unlikely to be actioned during the roll out please email these to ecm_project_team@adelaide.edu.au The University of Adelaide 11

6. Glossary What is Forward & Forget? The Forward & Forget functionality allows you to forward an incident to a University of Adelaide team that are not currently using RightNow and where the incident does not need to be handled in RightNow (e.g. Counselling & Disability Enquiries). The incident will be set to Answered and dealt with entirely outside of RightNow. What is Forward to SME? The Forward to SME (Subject Matter Expert) functionality allows you to request additional advice regarding an incident from a University staff member that is not a RightNow user (usually an Academic). The SME will respond to the RightNow user with the advice, and the RightNow user can then consider this information and send an appropriate response to the contact. An SME is not able to respond directly to the contact. All Forward to SME actions and details will be held within RightNow. What is Standard Text? Standard Text is pre-written text that can be inserted into an Incident Response. Standard Text is universal, so where possible they should be limited (all users will be able to access all Standard Texts). These are usually used to add a generic greeting and close to a response, or to add a disclaimer at the end of the response. If your team needs to add standard text to RightNow please contact ecm_project_team@adelaide.edu.au What is the Incident Category and how is it used? Categories are universal (all users must use the same list of categories) and must be applied to each incident (either at the time of creating the incident, or it is mandatory when responding to an incident). Incident Categories help us to know what the enquiry is about and allow managers to do reporting on the types of enquiries that we receive. What is Signposting? Signposting (previously referred to as Click, Click, Save or Click, Click, Done), is a way of recording high volume, low value interactions quickly. They can be done anonymously or aligned with a contact record. Incidents that recorded via signposting do not require any response or follow up via RightNow and the status will be automatically set as Closed. In most cases, signposting will only be used by service staff (i.e. Front Desk/Reception/Student Hub). In most cases signposting should not be used for Future Students as we want to engage with them meaningfully and collect as much data about them as possible. The University of Adelaide 12

Appendix 1 Save an incident to TRIM Save an incident to TRIM 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; The University of Adelaide 13

5 Enter your own @adelaide.edu.au email address into the To field. Tick Send Contact Information Tick Exclude Notes if you do not want to include private notes 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. Exercise completed The University of Adelaide 14

Appendix 2 Save a response to TRIM Save a Response to TRIM Scenario: You may wish to save your response to an incident to TRIM. Please note that this will not show the entire thread, only the individual response. 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 send attachments as a link, rather than an attachment to your email. 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 Adelaide 15