1. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 1

2. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 2 Introduction to Oracle RightNow CX Cloud Service Connect Knowledge Foundation API Chris Omland Senior Principal Product Manager

3. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 3 3Copyright © 2012, Oracle and/or its affiliates. All rights reserved. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. Safe Harbor

4. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 4 Welcome & Introductions  Chris @ Work: – Chris.omland@oracle.com Chris.omland@oracle.com – http://www.linkedin.com/in/omland http://www.linkedin.com/in/omland – Developer of voice platforms  VXML, ASR, TTS, SIP, MRCP – Technical Product Manager  Partner Enablement – Sr. Product Manager Integration / Extension  RightNow Connect – Senior Product Manager Product Strategy  Portfolio Strategy  Strategic Partnerships  Chris @ Play: – Summer  Waterski  Mountain bike  Road bike – Winter  Snow ski  Snowmobile

5. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 5 Program Agenda  Knowledge Foundation API Vision  RightNow Knowledge Foundation Introduction  Understanding API Differences  API Walkthrough  Q&A

6. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 6 Knowledge Foundation API Vision

7. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 7 Changing Consumer World Social, Mobile, Local mega-trends are driving this change Platforms are emerging all around us Real-time & contextually aware experiences are the new norm

8. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 8 Changing Consumer Expectations Changing world is driving a change in expectations Consumers expect YOU to support them when and where they need it Interactions will not just happen on your web site or contact center Interactions will happen where your consumers are interacting

9. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 9 Knowledge Foundation API Vision Support knowledge as a service in any application, device or other service Expand knowledge beyond RightNow knowledge Support eco-system of application services that leverage the RightNow KF API

10. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 10 Knowledge Foundation API Full Knowledge API Service Implicit Operations Multiple Service Endpoints Search Get Knowledge Content Rank Get SmartAssistant Etc… Expand variables Handle conditional sections Update knowledgebase properties PHP SOAP REST Coming Soon!

11. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 11 RightNow Knowledge Foundation

12. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 12 Oracle RightNow CX Cloud Service

13. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 13 Knowledge Access Comparison Use CaseCWSSCustomer PortalSyndication WidgetsKF API Create, Update, Destroy Basic Read Support conditional sectionsN/A Support variablesN/A Support answer linksN/A SearchN/A Smart AssistantN/A Update Knowledgebase PropertiesN/A

14. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 14 Understanding Knowledge Learning User Clicks Answer Answer Viewed Update Solve Count Update Relevancy *Not an exhaustive listing of KF Learning KNOWLEDGE Knowledge Foundation

15. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 15 Understanding Read vs. GetContent  Isn’t CWSS Read the same as the KF API Getcontent? – No KF API handles conditional sections, variables and links This is test help conditional section To change your address, simply log onto the Global Wireless Customer area. Enter your wireless phone number and password to access your account. Click My Profile to change your personal information, including your address. This is test everyone conditional section This is a test variable $street_add CWSS Read KF API GetContent To change your address, simply log onto the Global Wireless Customer area. Enter your wireless phone number and password to access your account. Click My Profile to change your personal information, including your address. This is test everyone conditional section This is a test ansswer link This is a test variable 1302 birch drive.

16. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 16 Understanding CWSS and SmartAssistant  Can’t I just run SmartAssistant using a report? – SmartAssistant is not driven by a report  CWSS has no operation to invoke SmartAssistant – CWSS cannot obtain SmartAssistant results  Can’t I just use search? – Yes, but search is not the same as SmartAssistant

17. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 17 Understanding Knowledge Properties  Can’t I just ‘Update’ an Answer and update these learning properties? – No, they are not exposed on the Answer object – Note the fields: No solved count

18. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 18 API Walkthrough

19. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 19 Learning More & Getting Started  Developer Community – Developer Guides  Getting Started  API Documentation  Object Model Docs  Sample Code – Support Forums  Staffed by Oracle RightNow engineers Developer.rightnow.com

20. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 20 Next Steps  Check out these related sessions – CON10320 - Using Oracle Knowledge Integration Options in Web and CRM Applications, Tuesday, Oct 2, 10:15 AM - 11:15 AM – CON10333 - Oracle RightNow CX Cloud Service Connect Web Services for SOAP API: Intro, What’s New & Roadmap, Tuesday, Oct 2, 11:45 AM - 12:45 PM – CON10332 - Oracle RightNow CX Cloud Service’s Connect PHP API: Intro, What’s New, and Roadmap, Wednesday, Oct 3, 3:30 PM - 4:30 PM – CON10328 - Introduction to Oracle RightNow CX Cloud Service’s Connect Knowledge Foundation API, Thursday, Oct 4, 11:15 AM - 12:15 PM – CON10329 - Introduction to Oracle RightNow CX Cloud Service’s Connect Desktop Add-In Framework, Thursday, Oct 4, 2:15 PM - 3:15 PM  Hit the DEMOgrounds – Moscone West & Moscone North, Upper Lobby – Monday 10:00 AM - 6:00 PM, Tuesday 9:45 AM - 6:00 PM, Wednesday 9:45 AM - 4:00 PM  Attend the Customer Experience Summit – Wednesday through Friday, Oct. 3-5 (this week!) – Featuring Seth Godin, author of ‘The Purple Cow’ and special guests from Gartner, Forrester – 30+ session dedicated to Customer Experience and the executives that make it happen  Download this presentation – www.oracle.com/openworld, in the ‘Content Catalog’ www.oracle.com/openworld

21. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 21 QUESTIONS?

22. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 22

23. Copyright © 2012, Oracle and/or its affiliates. All rights reserved.Insert Information Protection Policy Classification from Slide 13 23