rightnow cx express implementation services appendix · 2010-11-16 · rightnow cx express...

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RIGHTNOW CX EXPRESS IMPLEMENTATION SERVICES

APPENDIX

TABLE OF CONTENTS

1 Introduction ................................................................................................................................................................................................................. 2 1.1 Document Purpose ....................................................................................................................................................................................................................... 2 1.2 Document Audience ..................................................................................................................................................................................................................... 2 1.3 Terminology .................................................................................................................................................................................................................................. 2

2 RightNow Project Methodology (RPM) .................................................................................................................................................................... 3 3 CX Express Implementation Services ........................................................................................................................................................................ 3 4 Project Management ................................................................................................................................................................................................... 4

4.1 Project Work Location ................................................................................................................................................................................................................. 4 4.2 Change Management .................................................................................................................................................................................................................... 5 4.3 Project Timeline ............................................................................................................................................................................................................................ 5 4.4 RightNow Project Resources....................................................................................................................................................................................................... 5 4.5 Your Organization‟s Project Resources ..................................................................................................................................................................................... 6 4.6 Assumptions & Exclusions .......................................................................................................................................................................................................... 7

5 CX Express Foundation Services ............................................................................................................................................................................... 7 5.1 Pre-Kickoff .................................................................................................................................................................................................................................... 7 5.2 Week One: Plan Phase ................................................................................................................................................................................................................ 8 5.3 Week Two: Design Phase ........................................................................................................................................................................................................... 8 5.4 Week Three: Configure Phase .................................................................................................................................................................................................... 9 5.5 Week Four: Test Phase ............................................................................................................................................................................................................. 10 5.6 Week Five: Deploy Phase ......................................................................................................................................................................................................... 10 5.7 Week Six: Results Phase ............................................................................................................................................................................................................ 11

6 Add-On Services ......................................................................................................................................................................................................... 11 6.1 Add-On: Managing Multiple Interfaces (1st additional interface) ......................................................................................................................................... 12 6.2 Add-On: Managing Multiple Interfaces (each additional interface after 1st) ....................................................................................................................... 13 6.3 Add-On: Customer Portal (Standard Widgets) ...................................................................................................................................................................... 14 6.4 Add-On: Customer Portal (Do-It-Yourself Technical Coaching) ....................................................................................................................................... 15 6.5 Add-On: Customer Portal (Look-N-Feel Level 1) ................................................................................................................................................................ 16 6.6 Add-On: Customer Portal (Look-N-Feel Level 2) ................................................................................................................................................................ 16 6.7 Add-On: Feedback/Closed Incident Survey (1st Interface) .................................................................................................................................................. 17 6.8 Add-On: Feedback/Closed Incident Survey (each additional interface) ............................................................................................................................. 18 6.9 Add-On: Chat (1st interface) ..................................................................................................................................................................................................... 19 6.10 Add-On: Chat (Each Additional Interface) ............................................................................................................................................................................ 21 6.11 Add-On: Co-Browse (1st Interface) ......................................................................................................................................................................................... 22 6.12 Add-On: Co-Browse (each Additional Interface) .................................................................................................................................................................. 23 6.13 Add-On: Cloud Monitor (1st Interface) ................................................................................................................................................................................... 24 6.14 Add-On: Cloud Monitor (Each Additional Interface) .......................................................................................................................................................... 25 6.15 Add-On: Dynamic Agent Worksapces/Workflow (1st Interface) ....................................................................................................................................... 26 6.16 Add-On: Dynamic Agent Worksapces/Workflow (Each Additional Interface) ................................................................................................................ 28 6.17 Add-On: Guided Assistance (1st Interface) ............................................................................................................................................................................. 29 6.18 Add-On: Guided Assistance (Each Additional Interface) .................................................................................................................................................... 30 6.19 Add-On: Agent Scripting (1st Interface) .................................................................................................................................................................................. 31 6.20 Add-On: Agent Scripting (Each Additional Interface).......................................................................................................................................................... 32 6.21 Add-On: Community (Support or Innovation) ..................................................................................................................................................................... 33 6.22 Add-On: Community (Support & Innovation) ...................................................................................................................................................................... 36 6.23 Add-On: Marketing ................................................................................................................................................................................................................... 36 6.24 Add-On: Sales ............................................................................................................................................................................................................................ 38 6.25 Add-On: Using the Data Import Wizard ................................................................................................................................................................................ 39 6.26 Add-On: Configuring Custom Objects ................................................................................................................................................................................... 40 6.27 Add-On: Web Indexer .............................................................................................................................................................................................................. 41 6.28 Add-On: Basic Screen Pop ....................................................................................................................................................................................................... 42 6.29 Add-On: Technical Coaching –API & Desktop Add-Ins (Do-It-Yourself) ....................................................................................................................... 43 6.30 Add-On: Technical Coaching – Pass-Through Authentication ........................................................................................................................................... 43

RightNow CX Express Implementation Services Appendix

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1 INTRODUCTION

This RightNow CX Express Implementation Services Appendix document contains detailed descriptions for RightNow Professional Services purchased supplementing the attached Statement of Work. While this appendix describes all available services with the CX Express implementation program, only those Professional Services detailed in the attached Statement of Work will be delivered by RightNow Professional Services as part of the implementation project.

Throughout this document the following naming conventions are followed: „RightNow‟, „we‟, or „our‟ refers to RightNow Technologies, Inc.; „client‟, you‟, or „your‟ refer to the client organization named on the Statement of Work accompanying this document.

1.1 DOCUMENT PURPOSE

This document describes the Professional Services that RightNow will provide to your organization for this project. Included are:

Detailed project scope definition, including key notes and assumptions, and

Information about the RightNow Project Methodology (RPM).

1.2 DOCUMENT AUDIENCE

The principal audience for this document is intended to be your key management stakeholders, business users, information technology managers, and other involved parties within the your organization who have a responsibility for or interest in the successful implementation of the project described in this document.

It is strongly recommended that the appropriate stakeholders in your organization review this entire document thoroughly before authorizing RightNow to proceed. This document contains important information about scope, limitations, assumptions, exclusions, and dependencies upon which the fees listed in the associated Statement of Work are based.

1.3 TERMINOLOGY

The following terms are used consistently throughout this document, and are defined here to minimize possible confusion:

Client: RightNow‟s customer who is deploying the RightNow CX solution. This document may use „you‟ or „your‟ when referring to the client.

End-User: The Client‟s customer, an external party to the Client who typically interacts with the Client‟s RightNow CX instance via phone, email, web, or chat channels.

Customer Portal: RightNow‟s end-user facing web portal.

Staff Member (also referred to as Authorized User): A Client‟s user of a desktop seat for RightNow CX. Staff Members typically include both administrators and agents. The Staff Member typically interacts with the RightNow instance via the RightNow On-Demand Agent Desktop.

Hive: The hive is one of the basic units in a RightNow Community with the basic purpose of allowing people to congregate around a central goal or topic. Hives can be used to manage and share any type of information, such as discussion areas, product reviews, testimonials, community feedback on new product ideas, press clippings, bookmarks, notes, journal entries, contacts, company profiles, member profiles, favorites, etc… Hives are easy to configure and can be used for a wide range of familiar, community-based applications, such as blogs, forums, feedback forms, knowledge repositories, etc… You will likely have several hives in your community, each with a unique configuration to serve a unique purpose.

Hive Type: A hive type is a way of identifying and categorizing hives. For example, the name of a particular hive may be “New Packaging Brainstorm,” but its type could be “Idea Center.” Identifying by type allows you to filter the content accordingly – whether you‟re looking only for ideas from idea center hives or support questions from discussion forum hives.

Post: Posts provide a vehicle for submitting and displaying content within hives. As with any online community or forum, the post in a RightNow Community is the basic method of sharing information.

Post Type: In a RightNow Community, posts can take many forms – well beyond the standard posts you generally see in a forum or blog application. For example, a blog post type may include fields for the title, date, body text, and image. Several post types may be used in a single hive, giving members options for the type of content they want to submit.

Comment: A comment is a response to a post. In a RightNow Community, comments can be displayed in threaded or chronological views.



Tag: Tags can be applied to posts to make the content easier to search. In the RightNow Community, administrators are able to define a list of available tags for a given hive, enabling members to choose any appropriate tags when posting content.

Summary Page: Summary pages are landing pages for hives and groups, providing an aggregated overview of the content within. Administrators can modify the layout and content presentation on summary pages by manipulating panels in a set of frames.

Custom Page: A custom page is a standalone, customizable page that is not attached to a hive or group (like a summary page is) and does not have a particular owner. It is an ideal option for landing pages, search pages, and other custom content.

Panel: A panel acts like a widget on a page, surfacing content from other areas of the community. Administrators have the power to add and modify panels, defining the source of the content and how it displays.

User Type: User types offer an easy way to categorize community members with a single click, granting them a predefined set of powers and permissions. The community platform provides five default user types: Admin (All), Admin (Community), Builder (Custom), Builder (Template), Member. It is possible to create custom user types if you need to create a unique set of privileges and permissions.

Group: Groups are a good way to organize people around a common goal or interest while aggregating permissions management and streamlining communication. Groups are normally associated with one or more hives, which can serve as the exclusive content and collaboration spaces for the group.

2 RIGHTNOW PROJECT METHODOLOGY (RPM)

Your RightNow CX Express implementation will leverages RightNow‟s proven project delivery process – the RightNow Project Methodology (RPM). RPM features a joint team approach, where your project team will work side-by-side with RightNow Professional Services resources to configure your RightNow CX solution using best practices identified by RightNow during thousands of successful client deployments.

RPM utilizes a six-phase approach for project delivery. Each phase includes important activities designed ensure successful delivery of project results to your organization.

Plan: During the Plan phase, we collaborate with you to establish the direction of the project. Your assigned RightNow Professional Services project manager will lead a Project Kickoff Meeting where we introduce project teams, outline the business objectives, validate the project scope, and confirm the project timeline and schedule.

Design: The design phase begins with a series of RightNow CX Admin Workshops, during which your project team will learn and understand the many configuration options available to meet your individual business objectives.

Configure: During the Configure phase you‟ll implement product configuration settings within your RightNow CX environment to tailor the application for your unique business objectives.

Test: This is a verification period to confirm that the system has been configured to meet the business objectives of the project.

Deploy: During the Deploy phase, RightNow will work with you to ensure a smooth launch of your RightNow CX solution into the production environment.

Results: After deploying to production, we‟ll smoothly transition from your Professional Services project team to our product experts in the RightNow Customer Care and Client Success Management groups.

Your RightNow project manager will work with you to define the specific project phases, activities, tasks, and timelines for your project, and these detailed will be managed using the Project Status Workbook.

3 CX EXPRESS IMPLEMENTATION SERVICES

The RightNow CX Express implementation program provides all of the essential services you‟ll need to successfully deploy your new RightNow CX solution. CX Express is designed for new RightNow Administrators who are very „hands-on‟ and are prepared to perform the necessary product configuration activities somewhat independently, with some additional help and guidance from RightNow. You‟ll need to be fully prepared to independently read and understand all product documentation and online tutorials, as well as be willing to interact with other RightNow users in the RightNow Community for peer-to-peer



assistance while you configure your RightNow CX solution. RightNow Professional Services resources will work with you during scheduled product configuration coaching sessions to review product functionality and assist you with configuring your RightNow CX solution. CX Express services include:

Project Kickoff Meeting: During this initial meeting, which typically lasts 45-60 minutes, you‟ll be introduced to the RightNow Project Methodology and provided with an overview of the project phases and activities ahead. This meeting is designed to ensure complete joint project team alignment with your business goals and objectives for the project from the start, and will set a trajectory for a successful implementation.

Weekly Project Status Meetings: Each week, your RightNow Professional Services Project Manager will conduct a project status meeting, using the Project Status Workbook as a guide. The Project Status Workbook is updated on a weekly basis, and provides all of the detailed tasks and timelines for all project activities. The Project Status Workbook also contains updates related to project risks and issues to assist you with ensuring all required project activities are on track.

RightNow Administration Workshops: A RightNow Professional Services consultant will provide live, web-based RightNow CX Administration Workshop sessions for your project team using web conferencing technology (typically Microsoft LiveMeeting). These sessions are broken into 60-90 minute blocks of time, and may be scheduled across a number of business days or weeks so that you may more easily fit these implementation activities into your already busy schedule. These workshops focus on administrative functionality topics for the RightNow CX modules being deployed, and will enable your project team to make informed product configuration and implementation decisions as they learn and understand the functionality of your new RightNow CX solution.

Functional Design Document (FDD): A RightNow Professional Services consultant will confer with your project team to gather and clarify project requirements. The consultant will then work with you to review implementation best practices based upon your project requirements, and will then design and document all of the RightNow CX product configuration settings to ensure those project requirements are included in the system implementation. This process typically takes place over several 60-90 minute meetings, as initial requirements are reviewed, and initial design document is presented and reviewed, and a final design document is approved.

User Acceptance Testing: A RightNow Professional Services consultant will work with your project team to design a user acceptance test plan, along with detailed test cases, based on your approved functional design document. The consultant will then work with your project team to execute all test cases successfully and ensure your configured RightNow CX solution is ready for a „go-live‟ in the production environment.

Go-Live Coaching: A RightNow Professional Services consultant will be scheduled and available to assist you during the first few days that you‟re „live‟ with your newly deployed RightNow CX solution.

Project Results Document (PRD): Your RightNow Professional Services project manager will provide a final project results document, summarizing your RightNow CX implementation and providing insight and best practices guidance for ongoing optimization of your deployment.

Project Wrap-Up Meeting: Your RightNow Professional Services Project Manager will schedule a final project wrap-up meeting to ensure a smooth end to the project and transition to ongoing RightNow Customer Care and Client Success Manager (CSM) team members. This transition meeting may also include participants from the RightNow Outsourced Solution Administration (OSA) team for ongoing solution administration activities (if purchased separately).

4 PROJECT MANAGEMENT

A few days after you‟ve approved the Statement of Work referencing this RightNow CX Express Implementation Services Appendix, a RightNow Professional Services project manager will be assigned to your project. Your project manager will then contact you to introduce themselves and to begin coordinating project activities. Your project manager is an expert with the RightNow Project Methodology (RPM), and will serve as your single point-of-contact for all activities and questions related to the project. They‟ll be looking to you as their single-point-of-contact for all activities, tasks, and decisions needed from your organization throughout the project.

4.1 PROJECT WORK LOCATION

All RightNow Professional Services resource participation in CX Express project activities is designed to be conducted remotely using standard web conferencing technology, such as Microsoft LiveMeeting. Your RightNow project manager will provide you all necessary information regarding connecting to the web conference audio & video when project meetings are scheduled. Project participants from your organization will need to have both phone and internet access in order to participate in these web conference sessions.



As an option, certain portions of your CX Express project activities can involve having RightNow Professional Services resources on-site at your location. RightNow requires that any on-site activities be organized for a 3-day minimum engagement. You are responsible for any applicable travel expenses for RightNow, as most likely the RightNow resources are not in your local area. Once your RightNow Professional Services project manager is assigned to your project, you can work with them directly to schedule any desired on-site activities. Details regarding travel expenses are in the Statement of Work document accompanying this RightNow CX Express Implementation Services Appendix.

4.2 CHANGE MANAGEMENT

The scope of your RightNow CX Express implementation project is clearly defined in this document, and your RightNow Professional Services project manager is tasked with ensuring scope compliance. Throughout your RightNow CX Express implement project, new information may surface that may necessitate a change in business or technical requirements for the project. This new information may necessitate in a change in the project scope and therefore level of effort, project timeline or solution functionality. A Change Order may result in adjustments to the project schedule and/or budget. In this event, your project manager will be happy to assist with preparing a Change Order.

Due to the complexity of certain Change Orders, RightNow may invoice you for the time required to scope the requested change. RightNow will advise you in advance if such a charge will apply, and with your approval, you will be invoiced for the time at standard RightNow Professional Services hourly rates.

A completed Change Order includes a detailed description of the requested change, the impact on the project, and the level of effort and cost to implement the Change Order. RightNow will submit the completed Change Order to you for your review and approval.

The Change Order will remain valid for a period of five (5) business days from the date it is submitted to you. If you do not approve the Change Order within the five (5) business days, and RightNow has not extended the period of validity in writing, the Change Order will automatically expire.

Once we receive the signed Change Order from you, RightNow Professional Services will commence work on the changes detailed in the Change Order according to the schedule specified in the Change Order.

4.3 PROJECT TIMELINE

This document contains project timeline guidelines that you may use as a reference for planning purposes. Your actual project timeline will be determined once your RightNow Professional Services project manager has been assigned to your project. Your project manager will meet with you to review the specific activities and tasks that need to be scheduled, and will work with you to define a detailed schedule for all project activities. This project timeline will be detailed in your Project Status Workbook.

Once your project timeline is determined and agreed, your Project Manager will schedule RightNow Professional Services resources to participate in your project activities. As all RightNow Professional Services resources typically work on several active projects during any given week, schedule changes can prove to be challenging. Your project manager will make every effort to be as understanding and as flexible as possible when responding to schedule change requests, however they will likely encounter scheduling constraints due to other client projects to which the resource is assigned. Your understanding and flexibility in this regard is essential.

Schedule changes for committed resources within five (5) business days of a resource start date are particularly challenging, as it may not be possible for RightNow to schedule the resource on another client project within such a short time frame. In the event RightNow is unable to re-book the scheduled resource on another client‟s project, you‟ll be invoiced for the time at standard RightNow Professional Services hourly rates.

RightNow CX Express implementation projects are typically planned to be six (6) weeks in duration. RightNow Professional Services strives to be as flexible as possible if you need to slow-down or delay delivery of certain components of the project, however due to our resource scheduling restrictions we‟re unable to offer significant modifications to this planned resource timeline once agreed in the initial Project Status Workbook prepared by your assigned project manager. In the event that you‟d like to delay delivery of specific services, a Change Order may be required to accommodate the lengthened project timeline. All project activities must be completed prior to the final Project Status Meeting.

4.4 RIGHTNOW PROJECT RESOURCES

The following RightNow Professional Services resources may participate in your project activities, depending upon the services purchased. Occasionally, a single person may fulfill multiple roles.

Role Description Project Manager Primary point-of-contact; co-leader of all project activities in partnership with your organization‟s project

manager.



Leverages and applies project management best practices

Manages expectations and issues, and ensures the project is on track to deliver results.

Leads the weekly Project Status Meeting.

Facilitates the Project Results Meeting

Facilitates the Customer Care Transition Meeting.

Consultant Leads Product Admin Workshop sessions.

Facilitates functional requirements and design sessions.

Facilitates User Acceptance Testing planning and test case development sessions.

Facilitates Product Configuration Q&A sessions.

Facilitates User Acceptance Testing coaching sessions.

Facilitates Post Go-Live Q&A sessions.

Application Engineer (if applicable add-on services are purchased)

Facilitates technical requirements & design sessions

Provides technical coaching, guidance, and assistance

Performs web development activities for Customer Portal and Communities

Performs data import script development & unit testing

Quality Assurance Analyst (if applicable add-on services are purchased)

Tests web development work for Customer Portal and Communities

Tests data imports

In addition to the primary resources described above, the following RightNow team members may participate in your project activities for oversight and post-go-live continuity:

Role Description Sales Account Executive Overall responsibility for RightNow‟s long-term relationship with your organization.

Delivery Manager Acts as a senior advisor to all RightNow Professional Services resources engaged on your project, and is available as an escalation point for any project delivery concerns.

Outsourced Solution Administration (OSA) Provides ongoing remote product configuration and administration activities for your new RightNow CX environment (separate purchase required)

Client Success Manager Ensures you‟re receiving continuing business value from your investment in RightNow.

Customer Care Provides technical support assistance as needed as part of your maintenance agreement with RightNow.

Upgrade Team Provides version upgrade assistance as needed as part of your maintenance agreement with RightNow.

4.5 YOUR ORGANIZATION’S PROJECT RESOURCES

The following resources from your organization are essential for a successful implementation of your RightNow CX solution. Occasionally, a single person may fulfill multiple roles.

Role Description Project Manager Primary point-of-contact; co-leader of all project activities in partnership with your assigned RightNow

Professional Services project manager.

Coordinates all project resources and participation for your organization.

Manages expectations and issues, and ensures the project is on track to deliver results.

Project Sponsor Provides overall project leadership and executive direction.

Communicates business objectives and goals

RightNow Administrator Primary administrator for RightNow product configuration settings, including Staff Accounts, Profiles, Workspaces, Custom Menus and Fields, and Analytics.

Manages publication of approved content to the production environment.

Primary contact for day-to-day operations of your RightNow CX solution.

Trainer(s) & Tester(s) Develop agent training materials and delivers agent training.

Performs User Acceptance Testing tasks for the RightNow environment.

Functional Lead / Subject Matter Expert(s) Provides specific expertise to the project by owning functional requirements and the overall configuration design of the solution.

Creates and maintains the knowledgebase (answers) within the RightNow CX environment.

Acts as a champion of your RightNow CX solution within your organization.

Technical Lead / Subject Matter Expert(s) Provides specific expertise to the project by owning technical requirements and coordinates appropriate IT resources as needed.

Provides input data files and approves data import specifications (if separate add-on services are purchased)

Web Team / Subject Matter Expert(s) Provides design and styling details for Customer Portal (if separate add-on services are purchased)

Coordinates website rollout activities to ensure seamless integration of the RightNow Customer Portal into your other web properties.



4.6 ASSUMPTIONS & EXCLUSIONS

Assumptions are factors used for project planning purposes that are considered true, real, or certain. Assumptions help to define the project scope and ensure a shared understanding for all project resources.

Project resources, both from RightNow and from your organization, will be available to participate in project activities as scheduled in the Project Status Workbook. These resources will be available to perform assigned tasks in a timely manner.

RightNow is not responsible for desktop workstation or internet network configuration and/or troubleshooting. This includes, but isn‟t limited to (1) internet connectivity, (2) router/switch troubleshooting, (2) DNS issues, (3) TCP/IP configuration, (4) network appliance, (5) web server, (6) remote access client, (7) client VPN, (8) Microsoft Windows or other operating system, (9) Citrix, (10) Terminal Server. You‟re responsible for desktop workstation system compliance and any pre-installation activities. Desktop workstation system requirements are specified in Answer #31 in the RightNow Customer Community.

RightNow is not responsible for modification or changes to any non-RightNow web page (i.e., pages that are part of your primary web site).

You‟re responsible for providing RightNow with the required visual assets (logos and graphics), HTML, and CSS elements for Customer Portal configuration. This includes design specifications for navigation elements, fonts, and color palettes to be applied within Customer Portal. The level of Customer Portal configuration styling varies based on the specific add-on services purchased on the Statement of Work document accompanying this appendix.

RightNow recommends completing all upgrade activities, including upgrade production cutover, prior to beginning the project described in this Statement of Work. When planning for your project, please ensure adequate time to complete all upgrade activities prior to the start of this new project. Additional detail about upgrades is available in Answer #1941 in the RightNow Customer Community.

The following items are explicitly excluded and are not within the scope of your implementation project:

Creation of new custom reports or dashboards in RightNow Analytics.

Load testing of the hosted RightNow environment.

Implementation of RightNow functionality not explicitly described in this document or the Statement of Work accompanying this document.

Modifications to the RightNow Customer Portal or the Agent-facing accessibility interface will not be tested for accessibility (for use by people with disabilities) using accessibility tools (screen readers, screen magnifiers, etc…) or accessibility testing tools (AccVerify, WAVE, etc…)

Other than the technical product coaching or data import services available as an add-on purchase to this implementation project, technical services for Customer Portal, Integration/APIs, or Data Import are outside the scope of this project.

Formal Education Services for product training is outside the scope of this project. As an optional purchase, RightNow offers a complete range of education services. More information is available at http://www.rightnow.com/services-client-education.php.

5 CX EXPRESS FOUNDATION SERVICES

The following section describes the RightNow CX Express Implementation foundation services for your project. A description of the task, timeline, deliverables, and owner for each item is outlined. These are the baseline services needed to establish, implement, and deploy your new RightNow CX environment and are organized by estimated project timeline. The timeline is provided as a reference only for initial project planning purposes. Your specific project timeline and detailed schedule be determined by conferring with your project manager soon after the Project Kickoff Meeting, and will be listed in your first Project Status Workbook.

5.1 PRE-KICKOFF

Activity Length Description Project Manager Introduction

n/a Your project manager will contact you, introduce themselves, and determine the schedule and attendees for your Project Kickoff Meeting.

http://crm.rightnow.com/app/answers/detail/a_id/31/

http://crm.rightnow.com/app/answers/detail/a_id/31/

http://crm.rightnow.com/app/answers/detail/a_id/1941

http://crm.rightnow.com/app/answers/detail/a_id/1941

http://www.rightnow.com/services-client-education.php

http://www.rightnow.com/services-client-education.php



5.2 WEEK ONE: PLAN PHASE

The following activities are typically planned for week one:

Activity Length Description Project Kickoff Meeting 60 minutes Your project manager will lead this meeting, designed to introduce the project, project team members, and

verify project objectives and timeline. All project team members should attend.

Admin Workshop Session #1

90 minutes For each of the admin workshop sessions, you should plan on having your project team, including your RightNow Administrator, in attendance. Each of these sessions will follow a similar discussion approach:

The RightNow Consultant will provide a detailed overview and demo of the functionality.

The RightNow Consultant will lead a team discussion exploring your specific business requirements and design needs for the functionality.

The RightNow Consultant will provide best practices guidance to assist you in making appropriate product configuration decisions for your deployment.

Common Components

Installation & Logging In

Console Navigation & Settings/Options; application menu, navigation pane, content pane; personal settings, password, view options, navigation pane settings

Navigation Sets: assigning navigation sets to profiles; modifying navigation sets;

Menu Items: Countries, Org Address Types, Contact Types, Countries & Provinces


90 minutes Common Components

Workspaces: modifying workspaces, customizing the ribbon & QuickAccess toolbars, modifying workspace rules, workflows;

Staff Management: Profiles, Staff Accounts, Password Requirements



Organizations & Contacts: Uploading Contacts; Organization & Contact rules; Householding

Workspaces: Contact, Contact Multi-Edit, Organization, Organization Multi-Edit, Task, Task Multi-Edit

Tasks: Task rules



System Configuration: Message Bases; Links Menu; Interfaces

Notifications: Broadcast Notifications

Microsoft Outlook Integration



Common Analytics: report scheduling; administration reports


90 minutes Service Components

Answers: Answer Variables; Answer Custom Fields; Menu Items – Answer Statuses, Answer Access Levels

o Workspaces: Answer, Answer Multi-Edit;

Answers: Priority Words; Stop Words; Searching

Answers: Answer rules;



Incidents: Incident Standard Text & Hotkeys o Workspaces: Incident, Incident Multi-Edit

Menu Items: Service Products, Categories, Product Linking; Incident Dispositions, Incident Statuses, Incident Severity Levels, Incident Queues, Billable Tasks

Incident Custom Fields



Incidents – Incident Rules;

Holidays & Response Requirements; SLA‟s; Privileged Access

Incidents – Workspace Rules



Service Mailboxes: Mailbox settings, Distribution Lists, Editing Notifications & Emails, Email Header/Footer Modification; Email Deliverability;

Service Analytics



Review ad-hoc topics

You and your project team should allow at least 16 hours during week one to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

5.3 WEEK TWO: DESIGN PHASE

The following activities are typically planned for week two:



Activity Length Description Project Status Meeting 60 minutes Your project manager will lead this weekly meeting, using the updated Project Status Workbook as a guide. All

project team members should attend.

Functional Requirements Gathering & Design Session

120 minutes During this session, your RightNow Consultant will work with you to identify and organize your requirements for product configuration. As an outcome of this meeting, the consultant will go away and develop a working Functional Design Document, which will describe all of the detailed product configuration settings necessary.

Functional Design Review Session

60 minutes During this meeting you‟ll review the initial draft of the Functional Design Document, identify areas where additional detail is needed, or perhaps making small changes and revisions. As an outcome of this meeting, the consultant will go away and update the working Functional Design Document with changes and prepare a final version of the document.

Final Functional Design Review Session

30 minutes During this meeting you‟ll review the final draft of the Functional Design Document, and confirm the initial product configuration for your production launch. These final design details will be used to develop your User Acceptance Test Cases.

User Acceptance Testing Requirements Gathering Session

60 minutes During this session, your RightNow Consultant will work with you to identify and organize your requirements for User Acceptance Testing (UAT). As an outcome of this meeting, the consultant will go away and develop a working User Acceptance Test Plan & Test Cases Document, which will describe all of the detailed activities that you‟ll execute during the Test phase of the project.

User Acceptance Testing Plan & Test Cases Review Session

60 minutes During this meeting you‟ll review the initial draft of the User Acceptance Test Plan & Test Cases Document t, identify areas where additional detail is needed, or perhaps making small changes and revisions. As an outcome of this meeting, the consultant will go away and update the working User Acceptance Test Plan & Test Cases Document with changes and prepare a final version of the document.

Final User Acceptance Testing Plan & Test Cases Review Session

30 minutes During this meeting you‟ll review the final draft of the User Acceptance Test Plan & Test Cases Document t and confirm activities for the test phase of the project.

You and your project team should allow at least 7 hours during week two to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

5.4 WEEK THREE: CONFIGURE PHASE



Product Configuration Session #1

90 minutes For each of the Product Configuration sessions, you should plan on having your project team, including your RightNow Administrator, in attendance. Each of these sessions will follow a similar discussion approach:

The RightNow Consultant will assist you with product configuration settings for the topic. Because of time constraints, the consultant will probably not be able to actually make all of the configuration settings, but they will be able to show you how to make the changes and may even to do the first few setting changes with you to ensure you‟re clearly understanding how to configure the product.

The RightNow Consultant will answer any questions you may have regarding best practices or configuration options for the functionality.

Common Components

Installation & Logging In

Console Navigation & Settings/Options; application menu, navigation pane, content pane; personal settings, password, view options, navigation pane settings

Navigation Sets: assigning navigation sets to profiles; modifying navigation sets;

Menu Items: Countries, Org Address Types, Contact Types, Countries & Provinces



Workspaces: modifying workspaces, customizing the ribbon & QuickAccess toolbars, modifying workspace rules, workflows;

Staff Management: Profiles, Staff Accounts, Password Requirements



Organizations & Contacts: Uploading Contacts; Organization & Contact rules; Householding

Workspaces: Contact, Contact Multi-Edit, Organization, Organization Multi-Edit, Task, Task Multi-Edit

Tasks: Task rules



System Configuration: Message Bases; Links Menu; Interfaces

Notifications: Broadcast Notifications

Outlook Integration



Common Analytics: report scheduling; administration reports



Answers: Answer Variables; Answer Custom Fields; Menu Items – Answer Statuses, Answer Access



Levels o Workspaces: Answer, Answer Multi-Edit;

Answers: Priority Words; Stop Words; Searching Answers: Answer rules;



Incidents: Incident Standard Text & Hotkeys o Workspaces: Incident, Incident Multi-Edit

Menu Items: Service Products, Categories, Product Linking; Incident Dispositions, Incident Statuses, Incident Severity Levels, Incident Queues, Billable Tasks

Incident Custom Fields



Incidents – Incident Rules;

Holidays & Response Requirements; SLA‟s; Privileged Access

Incidents – Workspace Rules



Service Mailboxes: Mailbox settings, Distribution Lists, Editing Notifications & Emails, Email Header/Footer Modification; Email Deliverability;

Service Analytics



Review ad-hoc topics

You and your project team should allow at least 16 hours during week three to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

5.5 WEEK FOUR: TEST PHASE



User Acceptance Testing Coaching Session #1

60 minutes For each of the User Acceptance Testing sessions, you should plan on having your project team, including your RightNow Administrator, in attendance. Each of these sessions will follow a similar discussion approach:

The RightNow Consultant will assist you with making any needed product configuration adjustments that you discover and identify during the User Acceptance Testing process.



60 minutes Continued







You and your project team should allow at least 6 hours during week four to participate in the activities described above. In addition, a substantial amount of time may be needed to execute your user acceptance tests. If you have other staff members who will be using your RightNow environment once it is live in the production environment, you will also need to allocate some time to training those staff members on the application. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

An additional activity to consider during week four is agent training. You‟ll want to provide ample time to instruct your staff on how to use your new RightNow CX solution. If desired, Train-the-Trainer and/or Agent Training Education Services are available from RightNow (separate purchase required).

5.6 WEEK FIVE: DEPLOY PHASE

Activity Length Description Project Status Meeting Go/No-Go Checkpoint

60 minutes Your project manager will lead this weekly meeting, using the updated Project Status Workbook as a guide. All project team members should attend.

Go-Live & Go-Live Sanity Check

60 minutes At the scheduled date and time, your new RightNow CX environment will „go-live‟ in the production environment. RightNow will assist you with a brief post-go-live „sanity check‟ to ensure that all of the



environmental components have been successfully launched.

Post Go-Live Assistance 120 minutes Following your production launch, your RightNow Consultant will be available to answer any questions and assist with making any minor changes to your product configuration. For each of the Post Go-Live Assistance items, your project manager will schedule appropriate meeting times to ensure all feedback is managed and any necessary changes are made smoothly. Typical questions arising during Post Go-Live Assistance are related to understand reports and metrics from RightNow Analytics, as well as assisting your administrator and agents with using product functionality.

Post Go-Live Assistance 120 minutes Continued


You and your project team should allow at least 8 hours during week five to participate in the activities described above. In addition, a substantial amount of time may be needed to make final preparations for your production launch. As there are typically a number of questions and changes arising from any new system implementation, you‟ll want to be sure you‟ll have sufficient time to take these required actions and respond to questions from system users. If you have other staff members who will be using your RightNow environment once it is live in the production environment, you will also need to allocate some time to training those staff members on the application. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

5.7 WEEK SIX: RESULTS PHASE

Activity Length Description Post Go-Live Assistance 120 minutes See description in Week Five above.



Project Results Meeting 60 minutes During this meeting, your project manager will review the Project Results Document with your project team. This document describes key business and operational metrics observed in the few short days from the production launch, and guides you with best practices for continuing to monitor those key business and operational metrics.

Customer Care Transition Meeting

60 minutes During this meeting, your project manager will introduce you to some of the key sustaining RightNow resources and team member with whom you‟ll be engaging as the RightNow Professional Services team completes your project and prepares to move on to other client projects. During this meeting you‟ll learn:

Transition to Customer Care/Technical Support/Upgrades. How to interact with RightNow‟s Customer Care team for ongoing technical support, as well as to plan for upgrades to your RightNow CX environment.

Transition to Outsourced Solution Administration (OSA), if purchased separately. How to interact with RightNow‟s OSA team for ongoing administration assistance with your RightNow CX environment.

Transition to Client Success Manager (CSM). How to interact with your assigned Client Success Manager for realizing ongoing optimization and business value from your investment in RightNow.

Final Project Status Meeting 60 minutes Your project manager will lead this weekly meeting, using the updated Project Status Workbook as a guide. All project team members should attend. This is the final project status meeting, and all project activities must be complete prior to this session. Your RightNow Professional Services resources will complete your project and move on to other client projects after the conclusion of this meeting.

You and your project team should allow at least 9 hours during week six to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6 ADD-ON SERVICES

The following section describes the RightNow CX Express Implementation add-on services for your project. Add-on services are designed to be used in conjunction with the foundation services described above. Add-on services are delivered as part of the same project with the foundation services – at the same time and with the same project resources.

Depending on the number of add-on services purchased, the timeline for your project may extend from six (6) to eight (8) weeks. The timeline is provided as a reference only for initial project planning purposes. Your specific project timeline and detailed schedule, inclusive of both your foundation services and all purchased add-on services, will be determined by conferring with your project manager soon after the Project Kickoff Meeting, and will be listed in your first Project Status Workbook.

For each add-on service, standard CX Express project management services are included. This includes scheduling and tracking of all project activities included with the add-on.



6.1 ADD-ON: MANAGING MULTIPLE INTERFACES (1ST

ADDITIONAL INTERFACE)

RightNow will work with you to configure and deploy a multi-interface implementation for your RightNow CX environment. Multiple interfaces may be used to support additional languages, or may be used to support unique and individually branded environments through Customer Portal with segmented knowledgebase content.

Activity Length Description


Week 1 90 minutes

For each of the admin workshop sessions, you should plan on having your project team, including your RightNow Administrator, in attendance. Each of these sessions will follow a similar discussion approach:




Managing Multiple Interfaces

Overview of configuration settings for managing multiple interfaces.

Knowledge Management configuration options

Incident Management configuration options

Business Rules configuration options


Week 1 90 minutes

Continued.


Week 2 60 minutes

During this session, your RightNow Consultant will work with you to identify and organize your requirements for product configuration. As an outcome of this meeting, the consultant will go away and develop a working Functional Design Document, which will describe all of the detailed product configuration settings necessary.


Week 2 60 minutes

During this meeting you‟ll review the initial draft of the Functional Design Document, identify areas where additional detail is needed, or perhaps making small changes and revisions. As an outcome of this meeting, the consultant will go away and update the working Functional Design Document with changes and prepare a final version of the document.


Week 2 30 minutes

During this meeting you‟ll review the final draft of the Functional Design Document, and confirm the initial product configuration for your production launch. These final design details will be used to develop your User Acceptance Test Cases.


Week 2 60 minutes

During this session, your RightNow Consultant will work with you to identify and organize your requirements for User Acceptance Testing (UAT). As an outcome of this meeting, the consultant will go away and develop a working User Acceptance Test Plan & Test Cases Document, which will describe all of the detailed activities that you‟ll execute during the Test phase of the project.


Week 2 60 minutes

During this meeting you‟ll review the initial draft of the User Acceptance Test Plan & Test Cases Document t, identify areas where additional detail is needed, or perhaps making small changes and revisions. As an outcome of this meeting, the consultant will go away and update the working User Acceptance Test Plan & Test Cases Document with changes and prepare a final version of the document.


Week 2 30 minutes

During this meeting you‟ll review the final draft of the User Acceptance Test Plan & Test Cases Document t and confirm activities for the test phase of the project.


Week 3 90 minutes

For each of the Product Configuration sessions, you should plan on having your project team, including your RightNow Administrator, in attendance. Each of these sessions will follow a similar discussion approach:




Week 3 90 minutes

Continued


Week 3 90 minutes

Continued

User Acceptance Testing Coaching Session

Week 4 60 minutes

During the User Acceptance Testing coaching session, you should plan on having your project team, including your RightNow Administrator, in attendance.



Deploy/Go-Live Coaching Session

Week 5 60 minutes

During the Deploy/Go-Live coaching session, you should plan on having your project team, including your RightNow Administrator, in attendance.

The RightNow Consultant will assist you performing a Go-Live sanity check to verify correct product configuration in the production environment


Results Monitoring Coaching Session

Week 6 60 minutes

During the Results Monitoring coaching session, you should plan on having your project team, including your RightNow Administrator, in attendance.

The RightNow Consultant will assist you with monitoring standard reports using RightNow Analytics



to measure the results of the product functionality.


You and your project team should allow at least 16 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.1.1 Notes & Assumptions

This add-on is applicable for the first additional interface only, which would be the 2nd interface for the environment. The 1st interface is included in the foundation services. If more than 2 interfaces are to be deployed, those additional interfaces should use the following add-on.

All interfaces configured will follow a common product configuration pattern, with similar and consistent configuration objects (products, categories, rules, etc…) shared across all interfaces.

6.2 ADD-ON: MANAGING MULTIPLE INTERFACES (EACH ADDITIONAL INTERFACE AFTER 1ST

)

RightNow will work with you to configure and deploy a multi-interface implementation for your RightNow CX environment. Multiple interfaces may be used to support additional languages, or may be used to support unique and individually branded environments through Customer Portal with segmented knowledgebase content.



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes

For each of the Product Configuration sessions, you should plan on having your project team, including your RightNow Administrator, in attendance. Each of these sessions will follow a similar discussion approach:




Week 3 90 minutes

Continued


Week 4 30 minutes





Week 5 30 minutes





Week 6 30 minutes


The RightNow Consultant will assist you with monitoring standard reports using RightNow Analytics to measure the results of the product functionality.




You and your project team should allow at least 6.5 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.


This add-on is applicable for multiple interfaces after the first additional interface, which would be the 3rd and subsequent interface(s) for the environment. This add-on also requires purchase of add-on for deploying the 1st additional interface in the environment.


6.3 ADD-ON: CUSTOMER PORTAL (STANDARD WIDGETS)

Your RightNow Customer Portal is delivered with a standard reference implementation for desktop browsers. A RightNow Consultant will assist you in modifying the reference implementation to configure the appropriate standard widgets based on your specific business requirements. Standard widgets to be configured may include:

Template and Page Set: Navigation tabs, Contact Us sidebar, header, footer, announcement box, feedback dialog. The template may also be updated to reflect your organization‟s logo and simple web-site styling such as colors and fonts. Web form security/CAPTCHA configuration.

Support Home Page: Search, featured support categories, most popular answers. Browse answers.

Answers Page: Configuration options include answer solved count, search results, search-field weighting, suggested searches, search text feedback, the aliases word list, search priority words, new/updated answers, and stopwords.

Answer Detail Page: Privileged answers, published/updated dates, search term highlighting, answer feedback, related answers, previously viewed answers, answer details, share, print, email me, notify me.

Ask A Question Page: Require customers to search or view an answer prior to asking a question, Smart Assistant, custom fields, products, categories, file attachments, confirmation page

Your Account Page: Account Overview, Support History, Account Settings, Notifications. Configuration options include disabling an email like to a customer‟s incident in confirmation emails, letting customers see all incidents from their organization, defining the length of time an answer subscription stays active, and allowing duplicate email addresses. Requiring an SLA on specific Customer Portal pages. Applying profile defaults. Preventing customers from updating closed incidents.

Log In Page: Requiring customers to log in to some or all of your Customer Portal pages. Minimum length for customer passwords. Create an Account, Change Your Password.


Customer Portal Standard Widgets Review Session

120 minutes During this session, your RightNow Consultant will review all standard Customer Portal widgets and will help you to decide the appropriate widgets for your implementation.

Customer Portal Standard Widgets Configuration Session #1

120 minutes During this session, your RightNow Consultant will work with you to configure the standard Customer Portal widgets based on your implementation decisions from the review session.









Customer Portal Standard Widgets User Acceptance Testing Session #1

120 minutes During this session, your RightNow Consultant will work with you to complete your User Acceptance Testing tasks and to make any additional modifications to your configuration.



Activity Length Description Customer Portal Standard Widgets User Acceptance Testing Session #2

120 minutes During this session, you‟ll review and approve the final Customer Portal configuration as implemented. Your RightNow CX Customer Portal will then be ready for production launch (unless you‟ve purchased a separate add-on service for more robust branding & styling assistance).

You and your project team should allow at least 16 hours during weeks two, three, and four to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.


If you want Customer Portal branding & styling that is more visual design complex than simple colors, fonts, and logos, two additional add-on services are available – Look-N-Feel Level 1 and Look-N-Feel Level 2. See add-on descriptions below for more details.

This add-on is applicable for a single language interface and a single page set only. Multiple add-ons may be purchased to deploy additional language interfaces or to deploy alternate page sets, such as RightNow CX for Mobile or RightNow CX for Facebook.

Creation of custom widgets is outside the scope of this project. If custom widgets are needed, two additional add-on services are available – Look-N-Feel Level 1 and Look-N-Feel Level 2. See add-on descriptions below for more details.

Deployment of Customer Portal standard widgets for Chat, Co-Browse, Community, Guided Assistant, and Web Indexing are included in the separate add-on services for those modules.

6.4 ADD-ON: CUSTOMER PORTAL (DO-IT-YOURSELF TECHNICAL COACHING)

A RightNow Application Engineer will provide technical coaching to your web development team to assist them with using the RightNow Customer Portal development toolkit to modify the configuration and look-and-feel of your RightNow Customer Portal. Your web development team will then be able to implement changes themselves to your RightNow Customer Portal without additional technical assistance from a skilled RightNow Consultant or Application Engineer.

Activity Length Description Intro to Customer Portal Session #1

90 minutes During this session, a RightNow Application Engineer will introduce your web development team to the RightNow CX Customer Portal development tools and processes.

Intro to Customer Portal Session #2


Customer Portal Technical Coaching Session #1

90 minutes During this session, a RightNow Application Engineer will work directly with your web development team to configure your Customer Portal environment.
















90 minutes During this session, you‟ll review and approve the final Customer Portal design as implemented. Your RightNow CX Customer Portal will then be ready for production launch.

Your web development team should allow at least 16 hours during weeks one, two, three, and four to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.




This add-on provides Customer Portal configuration and technical coaching to enable your web development team to configure Customer Portal standard widgets, as well as develop and deploy your own custom widgets. The purchase of other CP-related add-ons is not necessary when purchasing this add-on.

6.5 ADD-ON: CUSTOMER PORTAL (LOOK-N-FEEL LEVEL 1)

This add-on service is designed for clients who may prefer a more branded & styled Customer Portal implementation than is available with the look-n-feel of RightNow‟s standard Customer Portal reference implementation. The Look-N-Feel Level 1 add-on service includes applying your specific organizational branding & styling to your RightNow Customer Portal. Components include logos, graphics, fonts, colors, and icons. No more than two simple custom widgets may also be available with this add-on. If you have more extensive branding & styling requirements, a Look-N-Feel Level 2 add-on service is available as an alternative – see below for details.

Activity Length Description Customer Portal Design Consultation #1

120 minutes During this session, a RightNow Technical Architect will review your configured RightNow CX Customer Portal environment and gather specific information related to your desired branding & styling. The Technical Architect will then work independently to prepare a set of visual mock-ups based on your design consultation.

Customer Portal Design Consultation #2

90 minutes During this session, you‟ll review the visual mock-ups of your Customer Portal design. The Technical Architect will solicit your feedback, and will then work independently to prepare a final set of visual mock-ups.


30 minutes During this session, you‟ll review and approve the final visual mock-ups of your Customer Portal design. The Technical Architect will then work independently with an Application Engineer to implement your approved design. A RightNow Quality Assurance Analyst will test and verify the implemented design prior to making the Customer Portal site available to you to begin User Acceptance Testing.

Customer Portal User Acceptance Testing Session #1

120 minutes During this session, RightNow will work directly with your team to identify changes to the design discovered during User Acceptance Testing. RightNow will then work independently to revise the design and retest.


90 minutes During this session, RightNow will work directly with your team to identify changes to the design discovered during the earlier round of User Acceptance Testing. RightNow will then work independently to revise the design and retest.



Your web development team should allow at least 8 hours during weeks two, three, and four to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.


Requires purchase of the Customer Portal (Standard Widgets) add-on service. The Customer Portal Configuration activities included as part of the Customer Portal (Standard Widgets) add-on must be completed prior to beginning branding & styling design work included in this add-on service.

This add-on is applicable for a single interface and a single page set only. Multiple add-ons may be purchased to deploy additional interfaces or to deploy alternate page sets, such as RightNow CX for Mobile or RightNow CX for Facebook.

Branding & Styling of Customer Portal standard widgets for Chat, Co-Browse, Community, Guided Assistant, and Web Indexing are included in this add-on‟s activities if those separate implementation add-on‟s are purchased.

6.6 ADD-ON: CUSTOMER PORTAL (LOOK-N-FEEL LEVEL 2)

This add-on service is designed for clients who may prefer a more branded & styled Customer Portal implementation than is available with the look-n-feel of RightNow‟s standard Customer Portal reference implementation. The Look-N-Feel Level 2 add-on service includes applying your specific organizational branding & styling to your RightNow Customer Portal, including design and implementation of up to six simple custom widgets may also be available with this add-on. . Components include logos, graphics, fonts, colors, and icons. If you have simpler branding & styling requirements, a Look-N-Feel Level 1 add-on service is available as an alternative – see above for details.

Activity Length Description Customer Portal Design Consultation #1

120 minutes During this session, a RightNow Web Designer will review your configured RightNow CX Customer Portal environment and gather specific information related to your desired branding & styling. The Web Designer will then work independently to prepare a set of visual mock-ups based on your design consultation.

Customer Portal Design 120 minutes During this session, you‟ll review the visual mock-ups of your Customer Portal design. The Web Designer



Consultation #2 will solicit your feedback, and will then work independently to prepare a final set of visual mock-ups.


120 minutes During this session, you‟ll review and approve the final visual mock-ups of your Customer Portal design. The Web Designer will then work independently with an Application Engineer to implement your approved design. A RightNow Quality Assurance Analyst will test and verify the implemented design prior to making the Customer Portal site available to you to begin User Acceptance Testing.


120 minutes During this session, RightNow will work directly with your team to identify changes to the design discovered during User Acceptance Testing. RightNow will then work independently to revise the design and retest.


120 minutes During this session, RightNow will work directly with your team to identify changes to the design discovered during the earlier round of User Acceptance Testing. RightNow will then work independently to revise the design and retest.



Your web development team should allow at least 12 hours during weeks two, three, and four to participate in the activities described above. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.


Requires purchase of the Customer Portal (Standard Widgets) add-on service. The Customer Portal Configuration activities included as part of the Customer Portal (Standard Widgets) add-on must be completed prior to beginning branding & styling design work included in this add-on service.

This add-on is applicable for a single interface and a single page set only. Multiple add-ons may be purchased to deploy additional interfaces or to deploy alternate page sets, such as RightNow CX for Mobile or RightNow CX for Facebook.

Branding & Styling of Customer Portal standard widgets for Chat, Co-Browse, Community, Guided Assistant, and Web Indexing are included in this add-on‟s activities if those separate implementation add-on services are purchased.

6.7 ADD-ON: FEEDBACK/CLOSED INCIDENT SURVEY (1ST

INTERFACE)

RightNow will work with you to configure and deploy a Closed-Incident Survey for a single interface using the RightNow CX Feedback module. This survey will be used to monitor customer satisfaction with agent interactions.



Week 1 60 minutes





Feedback/Closed-Incident Survey

Overview of Feedback components; explorers, questions, surveys, audiences, segments; documents, tracked links, templates, snippets

Adding Feedback components to Navigation Sets & Account Profiles

Understanding Feedback components in Workspaces


Week 1 60 minutes

Feedback/Closed-Incident Survey

Detailed review of creating questions and surveys

Feedback Business Rules

CAN-SPAM Compliance

Survey by Proxy

Topic Monitoring

Review of standard Feedback Analytics


Week 2 60 minutes



Week 2 30 minutes





Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 60 minutes

For each of the Product Configuration Q&A sessions, you should plan on having your project team, including your RightNow Administrator, in attendance. Each of these sessions will follow a similar discussion approach:




Week 3 60 minutes

Continued


Week 3 60 minutes

Continued


Week 3 60 minutes

Continued


Week 4 30 minutes





Week 5 30 minutes





Week 6 30 minutes






This add-on is applicable for a single interface only. If multiple interfaces are needed, the following add-on may be used for additional interfaces.

6.8 ADD-ON: FEEDBACK/CLOSED INCIDENT SURVEY (EACH ADDITIONAL INTERFACE)

RightNow will work with you to configure and deploy a Closed-Incident Survey for interface(s) after your first interface using the RightNow CX Feedback module.



Week 2 30 minutes



Week 2 15 minutes

During this meeting you‟ll review the final draft of the Functional Design Document, and confirm the initial product configuration for your production launch. These final design details will be used to develop your



User Acceptance Test Cases.


Week 2 30 minutes



Week 2 15 minutes


Product Configuration Session

Week 3 60 minutes





Week 4 30 minutes





Week 5 15 minutes





Week 6 15 minutes






This add-on is applicable a subsequent interface(s) after the first interface only. This add-on requires purchase of the above add-on for the first interface. Multiple add-ons may be combined for 3 or more interfaces.


6.9 ADD-ON: CHAT (1ST

INTERFACE)

RightNow Chat facilitates real-time conversations between agents and customers. Chat sessions may be initiated by an agent, a customer, or triggered automatically based on pre-defined rules. RightNow will work with you to configure and deploy the RightNow CX Chat module, enabling customers to chat online with your agents as an alternative channel to phone or email.



Week 1 90 minutes





Chat

Chat Queues (up to 5)

Standard Text/Hotkeys (up to 25)

Rule configuration (routing to queues only)

Chat Agent Statuses



Navigation Sets & Account Profiles (up to 3)

Staff Accounts (up to 10)


Week 1 90 minutes

Chat

Workspaces (up to 12), limited to „Chat Agent Home‟, „Chat Supervisor Home‟, „Chat Sessions, and „Chat Sidebar‟ for each of the 3 profiles.

Chat Hours

Chat Rules

Custom Fields (up to 10)

Chat Analytics

Chat Customer Portal Standard Widgets


Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 3 90 minutes

Continued


Week 4 60 minutes





Week 5 60 minutes





Week 6 60 minutes









This add-on service only includes simple revisions to the RightNow Customer Portal reference implementation to include Chat features. These simple revisions are limited to adding your organization‟s logo and simple web-site styling such as colors and fonts. If additional Customer Portal look-n-feel revisions are needed, Level 1 and Level 2 styling and branding add-on services are available. See add-on descriptions above for more information.

6.10 ADD-ON: CHAT (EACH ADDITIONAL INTERFACE)

RightNow will work with you to configure and deploy the RightNow CX Chat module for interface(s) after your first interface.



Week 2 60 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 3 90 minutes

Continued


Week 4 30 minutes





Week 5 30 minutes





Week 6 30 minutes










This add-on service only includes simple revisions to the RightNow Customer Portal reference implementation to include Chat features. These simple revisions are limited to adding your organization‟s logo and simple web-site styling such as colors and fonts. If additional Customer Portal look-n-feel revisions are needed, Level 1 and Level 2 styling and branding add-on services are available. See add-on descriptions above for more information.

6.11 ADD-ON: CO-BROWSE (1ST

INTERFACE)

RightNow Co-Browse provides a visual connection between agents and customers. Coupled with a Chat session or phone call, agents are able to provide expert assistance by guiding customers through your website in real-time, helping your customers to achieve their intended goals while visiting your site. RightNow will work with you to configure and deploy the RightNow CX Co-Browse module, enabling your agents to co-browse with your customers.


Admin Workshop Session Week 1 90 minutes





Co-Browse

Agent Permissions

Customer Portal Co-Browse look-and-feel updates (message base and logo)

Additional of Co-Browse control to 2 existing chat workspaces

Addition of Co-Browse control to 2 existing incident workspaces

Enablement of co-browse and associate of co-browse workspaces in up to 10 profiels

Validation and testing that Co-Browse is functioning as expected for associated profiles

Standard Text/Hotkeys (up to 25)

Rule configuration (routing to queues only)

Chat Agent Statuses

Navigation Sets & Account Profiles (up to 3)

Staff Accounts (up to 10)


Week 2 60 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 3 90 minutes

Continued


Week 4 60 minutes







Week 5 60 minutes





Week 6 60 minutes







This add-on service only includes simple revisions to the RightNow Customer Portal reference implementation to include Co-Browse features. These simple revisions are limited to adding your organization‟s logo and simple web-site styling such as colors and fonts. If additional Customer Portal look-n-feel revisions are needed, Level 1 and Level 2 styling and branding add-on services are available. See add-on descriptions above for more information.

Configuration of Co-Browse Remote Support feature (requires separate purchase) is included in this add-on. This feature enables an agent to remotely reboot and reconnect a consumer‟s computer, and also enables the consumer and the agent to share files during a co-browse session.

6.12 ADD-ON: CO-BROWSE (EACH ADDITIONAL INTERFACE)

RightNow will work with you to configure and deploy the RightNow CX Co-Browse module for interface(s) after your first interface.



Week 2 30 minutes



Week 2 15 minutes



Week 2 30 minutes



Week 2 15 minutes



Week 3 60 minutes





Week 4 30 minutes





Week 5 15 minutes







Week 6 15 minutes








This add-on service only includes simple revisions to the RightNow Customer Portal reference implementation to include Co-Browse features. These simple revisions are limited to adding your organization‟s logo and simple web-site styling such as colors and fonts. If additional Customer Portal look-n-feel revisions are needed, Level 1 and Level 2 styling and branding add-on services are available. See add-on descriptions above for more information.

Configuration of Co-Browse Remote Support feature (requires separate purchase) is included in this add-on. This feature enables an agent to remotely reboot and reconnect a consumer‟s computer, and also enables the consumer and the agent to share files during a co-browse session.

6.13 ADD-ON: CLOUD MONITOR (1ST

INTERFACE)

RightNow Cloud Monitor provides the ability for agents to search certain external data sources (YouTube, Twitter, RightNow Community Facebook Pages to which you have administrative privileges, and RSS 2.0 compliant endpoints), review results, and in certain cases respond via the consumer submitted medium within the RightNow Agent Desktop. In addition to a potential response, results can also be used to create an Incident within RightNow Service. Customer is responsible to review and comply with the terms of service for external data sources it uses. Cloud Monitor features that interoperate with external services (e.g. Twitter, YouTube, etc) depend on the continued availability of those external services. If external services cease to make their service, external API, or program available on reasonable terms, RightNow may modify or cease to provide Cloud Monitor features without entitling Customer to any refund, credit, or other compensation. While not required for searching other existing sources, this product does not include the installation or implementation of a RightNow Community instance which is necessary for Cloud Monitor to search that source.



Week 1 90 minutes





Cloud Monitor

Up to five (5) staff accounts/groups

Up to two (2) user profiles

Up to two (2) workspaces

Up to two (2) navigation sets

Up to five (5) workflow routing rules

Up to five(5) products, five(5) categories, and five (5) incident dispositions


Week 1 90 minutes

Continued.

Data removal rules

Incident creation process

Search, reviewing and taking action (respond, ignore, create incident)



Cloud Monitory Analytics


Week 2 60 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 4 60 minutes





Week 5 60 minutes





Week 6 60 minutes







6.14 ADD-ON: CLOUD MONITOR (EACH ADDITIONAL INTERFACE)

RightNow will work with you to configure and deploy the RightNow CX Cloud Monitor module for interface(s) after your first interface.



Week 2 30 minutes



Week 2 15 minutes


User Acceptance Testing Requirements Gathering

Week 2 30 minutes

During this session, your RightNow Consultant will work with you to identify and organize your requirements for User Acceptance Testing (UAT). As an outcome of this meeting, the consultant will go



Session away and develop a working User Acceptance Test Plan & Test Cases Document, which will describe all of the detailed activities that you‟ll execute during the Test phase of the project.


Week 2 15 minutes



Week 3 60 minutes





Week 4 30 minutes





Week 5 15 minutes





Week 6 15 minutes








6.15 ADD-ON: DYNAMIC AGENT WORKSAPCES/WORKFLOW (1ST INTERFACE)

This add-on service is designed to assist you with deploying the following functionality within your RightNow Dynamic Agent Desktop:

Contextual Workspaces – presents only the workspace information the agent needs in the context of the conversation and the customer issue at hand. Contextual Workspaces utilize workspace rules to control attribute visibility within the agent experience.

Desktop Workflow – a drag-and-drop workflow engine that steps agents through one or many business processes and automates tasks in the background. Desktop Workflow enables you to codify customer interaction best practices and leads to improved agent productivity. Desktop Workflow can link multiple workspaces together into a complete interaction flow for improved agent and customer experience.

RightNow will work with you to design, configure, and deploy the Dynamic Agent Desktop (contextual workspaces and desktop workflow) in your RightNow CX environment for a single interface.



Week 1 90 minutes




The RightNow Consultant will provide best practices guidance to assist you in making appropriate



product configuration decisions for your deployment. Dynamic Agent Workspaces/Workflow

Business Process Mapping for 2 common use cases, for example contact verification or contact needs assessment.

Up to ten (10) contextual workspaces, each encompassing up to twenty (20) workspace rules.

Up to two (2) workflows, encompassing the contextual workspaces configured.


Week 1 90 minutes

Continued.


Week 2 60 minutes



Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 3 90 minutes

Continued


Week 4 60 minutes





Week 5 60 minutes





Week 6 60 minutes







Guided Assistance and Agent Scripting modules are eligible for inclusion in Desktop Workflow; however the analysis, design, and deployment of those modules are outside the scope of this add-on service. Separate add-on services are available to assist with deployment of Guided Assistance and Agent Scripting, and if those separate add-



on services are purchased in conjunction with this Desktop Workflow add-on, then those modules may be incorporated into the final workflows configured as part of this add-on.

6.16 ADD-ON: DYNAMIC AGENT WORKSAPCES/WORKFLOW (EACH ADDITIONAL INTERFACE)

RightNow will work with you to design, configure, and deploy the Dynamic Agent Desktop (contextual workspaces and desktop workflow) for interface(s) after your first interface.



Week 2 60 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 4 30 minutes





Week 5 30 minutes





Week 6 30 minutes








Guided Assistance and Agent Scripting modules are eligible for inclusion in Desktop Workflow; however the analysis, design, and deployment of those modules are outside the scope of this add-on service. Separate add-on services are available to assist with deployment of Guided Assistance and Agent Scripting, and if those separate add-



on services are purchased in conjunction with this Desktop Workflow add-on, then those modules may be incorporated into the final workflows configured as part of this add-on.

6.17 ADD-ON: GUIDED ASSISTANCE (1ST

INTERFACE)

Guided Assistance provides a highly effective way for agents and consumers to troubleshoot questions and issues by leveraging decision trees that walk an agent through a series of questions – including branching logic – to reach an appropriate answer. Answer searches will return both answers as well as decision trees and customer responses to questions are stored on the incident record for review.

RightNow will work with you to design, configure, and deploy the RightNow CX Guided Assistance module in your environment for a single interface.



Week 1 90 minutes





Guided Assistance

Up to three (3) guides. Creating of guide structure and branching.


Week 1 90 minutes

Continued.


Week 2 60 minutes



Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 3 90 minutes

Continued


Week 4 60 minutes





Week 5 60 minutes





Week 6 60 minutes



The RightNow Consultant will answer any questions you may have regarding best practices or



configuration options for the functionality.




Guided Assistance and Agent Scripting modules are eligible for inclusion in Desktop Workflow; however the analysis, design, and deployment Desktop Workflow is outside the scope of this add-on service. Separate add-on services are available to assist with deployment of Desktop Workflow.

6.18 ADD-ON: GUIDED ASSISTANCE (EACH ADDITIONAL INTERFACE)

RightNow will work with you to design, configure, and deploy the RightNow CX Guided Assistance module for interface(s) after your first interface.



Week 2 60 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 4 30 minutes





Week 5 30 minutes





Week 6 30 minutes




You and your project team should allow at least 7 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials



to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.





6.19 ADD-ON: AGENT SCRIPTING (1ST

INTERFACE)

Agent Scripting provides the ability to enable agents with flexible call scripts, allowing them to consistently walk through customer interactions regardless of agent skill or experience. The Scripting Designer delivers a powerful, drag and drop environment for designers to build scripts. It provides complete control over script layout and formatting as well as the ability to drop any field (both standard and custom) into a script. Branching logic and contextual rules enable dynamic scripts, delivering the right content to the agent based on the context of the customer interaction. With Agent Scripting, customer interactions can be handled efficiently and effectively, reducing transfers and improving the overall customer experience.

RightNow will work with you to design, configure, and deploy the RightNow CX Agent Scripting module in your environment for a single interface.



Week 1 90 minutes





Agent Scripting

Up to three (3) scripts. Creation and editing of scripts.

Adding branches to scripts.

Scrip rules

Script types (answer, chats, contacts, incident, opportunity, organization, and/or task)

Script header/footer


Week 1 90 minutes

Continued.


Week 2 60 minutes



Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued




Week 3 90 minutes

Continued


Week 4 60 minutes





Week 5 60 minutes





Week 6 60 minutes








6.20 ADD-ON: AGENT SCRIPTING (EACH ADDITIONAL INTERFACE)

RightNow will work with you to design, configure, and deploy the RightNow CX Agent Scripting module for interface(s) after your first interface.



Week 2 60 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 4 30 minutes


The RightNow Consultant will assist you with making any needed product configuration adjustments



that you discover and identify during the User Acceptance Testing process.



Week 5 30 minutes





Week 6 30 minutes









6.21 ADD-ON: COMMUNITY (SUPPORT OR INNOVATION)

This add-on service applies to either the Support Community or the Innovation Community described below: A separate add-on is available if you wish to deploy both communities.

6.21.1 Support Community: RightNow will work with you to implement the Support Community component of the RightNow CX suite. The RightNow Support Community is a quick-start application for peer-to-peer support, featuring a Support Forum, Answer Center, Bug Report, and Member Lounge, as well as moderation tools, user reputation capabilities, and resource libraries. Multiple integration points with RightNow‟s Agent Desktop and Customer Portal, including incident escalation and syndicated widgets, provide a smooth transition across channels Your Support Community configuration may include the following components:

Language: US-English

Community Home: A landing page providing relevant community information for community members and guests.

Answer Center (Group): Up to ten (10) forum hives to enable peer-to-peer interactions. Includes the ability to highlight the „best answer‟ for a given community member question.

Bug Reports (Hive): Enables community members to submit and comment on bugs.

Tutorials (Hive): Enables community members to view and/or submit training materials, typically media-based.

Members Lounge (Group): A place for community members to introduce themselves to each other, as well as get to know other members within the community.

o Discussion Area (Hive): An open discussion area for community members.

o Member Directory (Hive): A place to view a listing of all community members.

Community Moderation (Group): This is where the community members who are administrators engage the members of the community who are moderators.



o Announcements (Hive): Ability to broadcast tailored announcements to the moderators of the community.

o Post Morgue (Hive): A place where moderators can place inappropriate posts.

o Best Practices (Hive): A place for community moderators to share and discuss best practices for moderating the community.

o Member Directory (Hive): Enables moderators to view community membership information.

o Ghost Posts/Comments (Hive): This hidden area contains comments on answer content in the RightNow CX knowledgebase.

Additional Templates (may be optionally deployed):

o Blog (Hive): A publication area for one or more authors to communicate to many community members or guests.

o Tutorial Center (Group): An alternate community configuration to group multiple tutorial hives together.

o Forum Board (Hive): A template to create additional forum board(s) in the Answer Center.

6.21.2 Innovation Community: RightNow will work with you to implement the Innovation Community component of the RightNow CX suite. The RightNow Innovation Community is a quick-start application for gathering consumer insights, driving innovation, and collaborating with your customers. It helps you collect and prioritize ideas, discuss solutions, and test concepts or prototypes, so you can validate your ideas, get early buy-in from stakeholders, and ultimately accelerate innovation. Your Innovation Community configuration may include the following components:

Language: US-English

Community Home: A landing page providing relevant community information for community members and guests.

Idea Center (Group): Up to ten (10) forums (forum hive) to enable community members to submit new ideas for consideration.

Concept Tester (Hive): This area enables community members to submit and comment on concepts, using facilitated question/answer pairs to solicit structured feedback on the concept.

Feature Requests (Hive): This area enables community members to request new features for a product or service of interest to the community.

Members Lounge (Group): A place for community members to introduce themselves to each other, as well as get to know other members within the community.

o Discussion Area (Hive): An open discussion area for community members.

o Member Directory (Hive): A place to view a listing of all community members.

Community Moderation (Group): This is where the community members who are administrators engage the members of the community who are moderators.

o Announcements (Hive): Ability to broadcast tailored announcements to the moderators of the community.

o Post Morgue (Hive): A place where moderators can place inappropriate posts.

o Best Practices (Hive): A place for community moderators to share and discuss best practices for moderating the community.

o Member Directory (Hive): Enables moderators to view community membership information.

o Ghost Posts/Comments (Hive): This hidden area contains comments on answer content in the RightNow CX knowledgebase.

Additional Templates (may be optionally deployed):

o Blog (Hive): A publication area for one or more authors to communicate to many community members or guests.



o Concept Test Center (Group): An alternate community configuration to group multiple concept testing hives together.

o Forum Board (Hive): A template to create additional forum board(s) in the Answer Center.

6.21.3 RightNow CX Web Self-Service Configuration: RightNow will configure, as applicable, the following product connectors between your Community and the RightNow CX Web Self-Service environment:

Ask the Community: deploy navigation tab and standard „Ask the Community‟ widget in the RightNow Customer Portal to enable an end-user to access the community.

Recent Community Posts: deploy standard „Recent Community Posts‟ widget in the RightNow Customer Portal Support Home Page and Answer List Page to display recent posts to the community.

Community Comments: deploy standard widget in RightNow Customer Portal to enable end-users to provide feedback on Answers within the RightNow Answer detail display.

Community Incident Escalations: enable escalation of community content to incidents in RightNow Service to prompt agent action. RightNow will configure routing rules to route these newly escalated incidents to the appropriate incident queue.

Integrated Search: (a) deploy standard widget in the RightNow Customer Portal to enable an end-user search to return results from both Answers and the RightNow Support Community; (b) configure Agent Workspace to enable agents to search both community posts and knowledgebase in a single search request.

Agent Workspace: enable a Community Profile tab in a single agent workspace to allow agents to view information about a Contact‟s support community participation.

6.21.4 Single Sign On: RightNow will configure single sign-on between your community and the client‟s RightNow CX platform. There will be no changes made to the existing PTA configuration on the RightNow CX platform if the client is using that functionality. Only the email address of the client is passed from CX to the Community during SSO. The first & last names from the contact record in CX will be used to generate the Community Display Name [firstname + space + lastname]. If the Display Name is not unique, by default a four digit sequence is auto-appended to the Display Name. The end-user may then change their Display Name by accessing their Community Profile. The community user profile list will be „empty‟ upon initial deployment, and contact synching with the RightNow CX contact list is outside the scope of this implementation.

6.21.5 Community Analytics: RightNow will provide a new Google Analytics account with the Community or will include an existing Google Analytics account. It will be your responsibility to license, configure and get support for the Google Analytics product.



Week 1 90 minutes





Support or Innovation Community

Community Schematic

Community Configuration (2 iterations)

Technical Design Document (Skinning & Single Sign-On)

Skinning (2 iterations)

Single Sign-On

RightNow CX Product Connectors


Week 1 90 minutes

Continued.

Functional Requirements Verification Session

Week 2 90 minutes

During this session, your RightNow Consultant will work with you to identify and organize your requirements for community configuration. As an outcome of this meeting, the consultant will go away and develop a Community Schematic which will describe all of the detailed product configuration settings necessary.


Week 3 90 minutes


The RightNow Consultant will assist you with product configuration settings for the topic. Because of time constraints, the consultant will probably not be able to actually make all of the configuration settings, but they will be able to show you how to make the changes and may even to do the first few



setting changes with you to ensure you‟re clearly understanding how to configure the product.


Product Configuration Session #2 (Iteration #1)

Week 3 90 minutes

Continued

Product Configuration Session #3 (Iteration #2)

Week 3 90 minutes

Continued


Week 4 60 minutes





Week 5 60 minutes





Week 6 60 minutes




Outsourced Solution Administration (OSA)

1st 3 months During the first 3 months for your new community, RightNow will provide Outsourced Solution Administration (OSA) services of up to 4 hours per month These services are designed to ensure your community evolves and grows and you‟re applying best practices for community management and moderation. These services will include the following activities:

Creating and managing Post Types, Hives, & Groups

Creating and managing Threads & Panels

Creating and managing Subscriptions and RSS Feeds

Creating and managing Profiles

Reviewing Community Best Practices



Community Data Imports are outside the scope of this add-on service.

6.22 ADD-ON: COMMUNITY (SUPPORT & INNOVATION)

This add-on is for deployment of both the support and innovation communities as described in the add-on services above.

6.23 ADD-ON: MARKETING

RightNow Marketing provides marketing automation capabilities for organizations that want to grow their businesses using blended email and/or web marketing strategies. RightNow Marketing includes the Graphical Campaign Editor which simplifies and enhances campaign design and execution. Workflow and event triggers allow automation of specific activities or marketing processes. Marketing email and web forms capabilities allow push and pull driven marketing interactions with customers or prospects. In-line analytics and creation and management of test cells assist to optimize the effectiveness of marketing programs. Customers licensed for more than 65,000 emails sent or web forms presented per month receive a unique IP address.

RightNow will work with you to design, configure, and deploy the RightNow CX Marketing module in your environment for a single interface.



Week 1 90 minutes







Marketing

Campaigns (up to 2)

Mailings (up to 2)

Audiences (up to 4)

Documents (up to 4)

Subscription Management

Tracked Link Categories

External Suppression List

Marketing Mailboxes

Marketing Analytics

Incident Workspace (Marketing Activity Tab)


Week 1 90 minutes

Continued.


Week 1 90 minutes

Continued.


Week 1 90 minutes

Continued


Week 2 120 minutes



Week 2 60 minutes



Week 2 120 minutes



Week 2 60 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 3 90 minutes

Continued


Week 3 90 minutes

Continued


Week 4 90 minutes




User Acceptance Coaching Session #2

Week 4 90 minutes

Continued


Week 5 90 minutes





Week 6 90 minutes




You and your project team should allow at least 24 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials



to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.24 ADD-ON: SALES

RightNow Sales provides complete functionality enabling organizations to track telesales, opportunity and pipeline management forecasting, contact and account management, task management, as well as quote and proposal generation.

RightNow will work with you to design, configure, and deploy the RightNow CX Sales module in your environment for a single interface.



Week 1 90 minutes





Sales

Lead and Opportunity Management workflow

Forecasting

Sales Process: Strategies, Periods, Territories

Quota Management

Quote Generation & Quote Templates

Product Catalog

Price Schedules

Sales Products

Contact Roles

Competitors,

Win/Loss Reasons

Industry Types

Lead Rejection Types

Currencies

Exchange Rates


Week 1 90 minutes

Continued.


Week 1 90 minutes

Continued.


Week 1 90 minutes

Continued


Week 2 120 minutes



Week 2 60 minutes



Week 2 120 minutes



Week 2 60 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued


Week 3 90 minutes

Continued

Product Configuration Week 3 Continued



Session #4 90 minutes


Week 4 90 minutes




User Acceptance Coaching Session #2

Week 4 90 minutes

Continued


Week 5 90 minutes





Week 6 90 minutes




You and your project team should allow at least 24 hours during the weeks indicated above for particpation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.25 ADD-ON: USING THE DATA IMPORT WIZARD

RightNow will assist you with planning your data import and using the Data Import Wizard. The RightNow CX Data Import Wizard may be used for batch data uploads of Organizations, Contacts, Incidents, Answers, or Custom Object records into your RightNow database.







Data Import Wizard

Import Object Types

Import File Types

Field Mapping

Duplicate Handling

Import Error Handling


Week 2 120 minutes



Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes


Product Configuration Session

Week 3 90 minutes







Week 4 90 minutes





Week 5 90 minutes




Your project team members with data import responsibilities should allow at least 10 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation, the RightNow Developer Community, and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.26 ADD-ON: CONFIGURING CUSTOM OBJECTS

RightNow will assist you with planning and configuring Custom Objects in your RightNow CX environment. The RightNow Object Designer will be used.







Custom Objects

Defining Custom Objects

Object Relationships

Using Custom Objects


Week 2 120 minutes



Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued.


Week 3 90 minutes

Continued.


Week 3 90 minutes

Continued.


Week 4 90 minutes


The RightNow Consultant will assist you with making any needed product configuration adjustments



that you discover and identify during the User Acceptance Testing process.



Week 5 90 minutes




Your project team members with data import responsibilities should allow at least 15 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation, the RightNow Developer Community, and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.27 ADD-ON: WEB INDEXER

Web Site Search allows customers accessing the search capability through the Web Portal to receive content from specified portions of your company‟s internet site. These results are presented along with knowledge base Answers ordered by the degree of match with the search string. Results are presented with a short synopsis of the content to increase user understanding of the underlying document or knowledge base Answer. In addition, reporting available on those search terms and, as a hosted service, take on the administration that other, non-integrated search capabilities typically require.

RightNow will configure the Web-Indexer or spider including indexing mode, target domains, included and excluded URL patterns, external documents, and best practices in design of web pages to be indexed.







Web Indexer

Configuration Settings & Set-Up


Week 2 60 minutes



Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued.


Week 4 90 minutes




Deploy/Go-Live Coaching Week 5 During the Deploy/Go-Live coaching session, you should plan on having your project team, including your



Session 90 minutes RightNow Administrator, in attendance.



Your project team members with web indexer responsibilities should allow at least 10 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation, the RightNow Developer Community, and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.28 ADD-ON: BASIC SCREEN POP

RightNow will work with you to configure basic screen pop functionality on the agent desktop. An identifier (such as ANI, customer/account number, incident reference number, order number, etc…) will be collected from the end-user via the Client‟s telephony environment and then passed to the telephony client running on the agent desktop. The telephony desktop client will then generate the HTTP GET request based on a defined URL format provided by RightNow. The RightNow agent desktop will be configured to „pop‟ an organization, contact, incident, or opportunity record within the RightNow instance.







Basic Screen Pop

Configuration Settings & Set-Up


Week 2 60 minutes



Week 2 60 minutes



Week 2 60 minutes



Week 2 30 minutes



Week 3 90 minutes





Week 3 90 minutes

Continued.


Week 4 60 minutes





Week 5 90 minutes






Your project team members with screen pop responsibilities should allow at least 10 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation, the RightNow Developer Community, and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.29 ADD-ON: TECHNICAL COACHING –API & DESKTOP ADD-INS (DO-IT-YOURSELF)

RightNow will work with you to provide technical coaching and guidance to your internal development team utilizing the RightNow APIs and developing custom Agent Desktop Add-Ins.


Technical Coaching Workshop Session #1

Week 2 90 minutes

For each of the admin workshop sessions, you should plan on having the appropriate technical resources on your team in attendance. Each of these sessions will follow a similar discussion approach:

The RightNow Application Engineer will provide a detailed overview and demo of the functionality.

The RightNow Application Engineer will lead a team discussion exploring your specific technical requirements and design needs for the functionality.

The RightNow Application Engineer will provide best practices guidance to assist you in making appropriate technical implementation decisions for your deployment.

As the technical coaching workshops progress, joint working sessions will be conducted where client integrations will be analyzed.

Techncial Coaching – RightNow Connect/Integration API

Overview of the RightNow Connect integration family

Web Services for SOAP/WSDL

Desktop Add-In Framework (.NET)


Week 2 90 minutes

Continued.


Week 2 90 minutes

Continued.


Week 3 90 minutes

Continued.


Week 3 90 minutes

Continued.


Week 3 90 minutes

Continued.


Week 4 90 minutes

Continued.


Week 4 90 minutes

Continued.


Week 4 90 minutes

Continued.


Week 5 90 minutes

Continued.

Your technical project team members should allow at least 15 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation, the RightNow Developer Community, and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.

6.30 ADD-ON: TECHNICAL COACHING – PASS-THROUGH AUTHENTICATION

Pass-Through Authentication (PTA) functionality allows end-users of the RightNow CX Customer Portal the ability to automatically login to a RightNow interface after authenticating successfully on an external web page. A RightNow Application Engineer will provide remote coaching and assistance to assist you with the configuration and implementation of Pass-Through Authentication between your external web site and the RightNow CX Customer Portal.



Week 2 90 minutes

For each of the admin workshop sessions, you should plan on having the appropriate technical resources on your team in attendance. Each of these sessions will follow a similar discussion approach:

The RightNow Application Engineer will provide a detailed overview and demo of the functionality.

The RightNow Application Engineer will lead a team discussion exploring your specific technical requirements and design needs for the functionality.

The RightNow Application Engineer will provide best practices guidance to assist you in making appropriate technical implementation decisions for your deployment.

As the technical coaching workshops progress, joint working sessions will be conducted where client integrations will be analyzed.



Techncial Coaching – Pass-Through Authentication

Overview of the RightNow Pass-Through Authentication

Configuring your PTA string

Configuring Encrypted PTA


Week 3 90 minutes

Continued.


Week 4 90 minutes

Continued.


Week 5 90 minutes

Continued.

Your technical project team members should allow at least 6 hours during the weeks indicated above for participation in these activities. Additional time should be allocated for independent activities in reviewing RightNow product documentation, the RightNow Developer Community, and online tutorials to further develop a full and complete understanding of the functionality available to you with your new RightNow CX deployment.