1. Expert Seminar: Using Guided Assistance for Consumer Troubleshooting
Chris Tarabochia

2. Introduction RightNow's CX Web Experience
As part of RightNow CX, RightNow Web Experience gives your customers access to your organization’s information with a feature rich, branded online customer experience solution from their desktop or smartphone. This allows your customers to serve themselves, receive online agent assistance or seamlessly transition to agent voice assisted channels based on their needs.
Chris Tarabochia
Product Manager Web Solutions
Web Experience Center of Excellence

3. Agenda
Overview
For Consumers
Extending and Integrating
Resources
Questions

4. Overview

5. What is Guided Assistance?
Guided Assistance gives agents and consumers the ability to locate answers or text explanations by selecting responses from question branches
Directed scenarios
Troubleshooting
Augment search and browse capabilities
Multi-channel Guides for Agents and Consumers
Chat
Phone
Tool-set for building and maintaining guides
SmartClient
WSIWYG editor
Customer Portal
Why is this important?
Agents quickly find information for customers
Via phone
When responding to an incident
In Chat
Embed in answers for customer self-help via Customer Portal (CP)
Create as many guides as needed to help agents and customers locate appropriate responses to questions related to different topics
Example:
Agents need to answer questions about different products and their related service plans
Each guide can include multiple question branches, so you can use a single guide to lead agents to answers regarding different models of a product or multiple service plans

6. Guides vs. Scripts vs. Workflow
Guided Assistance
Good for linking KB articles, web pages together thru decision tree process
Good for troubleshooting scenarios
Can be used for light scripting for phone agents
Exposed to consumers and/or agents
Agent Scripting
Call center agent prescription dialog for customer interaction
Can collect data for or present data from the database
Agent-facing only
Desktop Workflow
Systematically automates recurring tasks, steps, integrations

7. Who Will Create and Manage Guides?
PERSONAS
Content Owners
Create answers
Create decision tree for a guide
RightNow Administrators
Similar to Content Owners in smaller companies
Schedule and run reports
Manage access
Designers
Create additional assets for guides (images, flash, etc.)
Apply company branding to Customer Portal pages
Modify widget attributes
Developers
Similar to Designers
Extend or make additional customizations
Integration to third-party websites

8. Who Will Use Guides? Consumers Agents Consumers Agents
For self service troubleshooting
Browsing for answers based on complex steps towards resolution
Understanding complex language
Agents
/Web
Phone
Chat
Light Scripting
Integrated into other areas within the agent desktop

9. Steps to Enable Guided Assistance
Add Guided Assistance to the navigation set for your configuration list
Grant profile permission to create guides
Assign profiles to staff accounts
Create Content (answers or assets) and Guides
Add Guided Assistance to the Incident or Chat Workspace
Place Guided Assistance on Customer Portal (only if upgrading)

10. Planning for Guides Identify need Identify answers Identify flow
What are the top five call center issues? Ask your agents! Or other experts
What are the most complex troubleshooting steps?
What topics have steps which are easily repeatable?
Identify answers
What resolution exists in your knowledgebase today?
What gaps do you have in your content?
Identify flow
Smaller decision trees = greater manageability
Guides can link to guides
Build guides
Save guide (guide is live immediately*)
Report on guide usage over time

11. Guided Assistance Roadmap
Disclaimer – future statements about features and functionality does not guarantee delivery dates and/or feature availability
Mobile
Chat
Syndicated Guided Assistance
Usability Enhancements
Complex Decision Tree Enhancements

12. Guided Assistance for Consumers

13. Why Does Guided Assistance Help Consumers?
Consumers provide a variety of interactions through multiple devices, such as web, mobile, and personal devices
Construction of guides may vary by device
Benefits include:
Duplicate an expert’s decision making process
Reduce problem resolution time
Provide consistency
Simplify complex troubleshooting or complex language
Consumer-specific Reporting
Web integration to third-party sites or back to Customer Portal

14. Guided Assistance Consumer Examples
Bob Porter has just purchased a new printer and is having difficulty setting it up.
Suzy Comstock has been using their camera for about a year, and now it is shutting off when trying to zoom. They are unsure what to do and want to try to resolve the issue. Unsure about the warranty coverage they are concerned about potentially additional repair charges.

15. Guided Assistance Consumer Examples
George Mason is completing his tax return and is wonder if he can claim his moving expenses.
Bill Blue just bought a new bluetooth headset for his mobile device. He is having difficulty configuring the device and does not have the documentation nor does he know the model number.

16. Guided Assistance for Consumers
Internal and Confidential

17. Guided Assistance Reports
Answers in Guided Assistance
Provides list of answers used in guides
Guided Assistance Diagnostics
Shows branches without answer/text explanation in red; text explanation only in yellow
Guided Assistance Usage
Summation of customer/agent/chat usage by guide
Guided Assistance Search
Searches START answers containing guides; used in agent workspaces
Guides Utilized by Agents
Number of guides used by agent from incidents
Guides Utilized by Chat Agents
Number of guides used by agent from chat
These reports require cached data
Answers Viewed by Guide
End-point answers viewed and the guide they were viewed from
Guide Session Details
Provides detail of customer responses when using guides
Guided Assistance Effectiveness
Shows guide usage total, percentage of selections, questions abandoned

18. Extending Guided Assistance

19. Enabling Guided Assistance on Customer Portal
Use Case:
A customer is upgrading and wants to use Guided Assistance on their Answer Detail Page
Tools to Use:
Dreamweaver
Firefox with Firebug and Web Developer Extensions

20. Extending the Customer Portal Widget
Just like other widgets, use HTML and CSS to modify the layout presentation
Copying this widget is not recommended for making complex changes
Decision tree modifications can be difficult to manage, change and keep from breaking over time
Let us know through the idea exchange for new ideas on enhancements
With web integration you can use name/value pairs to send to other web forms or back to another CP page

21. Understanding GuidedAssistant Widget
Use Case:
The customer is requesting CSS and code modifications to the widget layout or behavior
Tools to Use:
Dreamweaver
Firefox with Firebug and Web Developer Extensions

22. Guided Assistance and Web Integration
Use Case:
Based on a series of decisions, send the captured information to an external third-party for warranty processing
Tools To Use:
Guided Assistance Editor
Answer Editor
Notes:
Need to send a POST if integrating back into Customer Portal
Don’t forget to put in the “Question Name” value for naming the value for passing through web integration
?a_id=27&kw=example&sno=1&serial_number=12334&original_purchase_date=12%2F29%2F98&some_random_pair=some_random_value&session=Ef68Zl1k

23. Guided Assistance and Fire Named Event within Agent Desktop
Use Case:
Based on a series of questions, show the required fields within the incident workspace for the agent to complete
Tools to Use:
Guided Assistance Editor
Workspace Editor – Incident workspace
Named Events
Notes:
Can interact with the workspace based on Named Events, Guide Finished
Can trigger another guide from within the guide

24. Guided Assistance May 2010 Resources
Location
User Manuals
Community
Developer Community
Tutorial

25. Questions?

26. Questions
Sara – “I'm curious to see what functionality is available with custom fields.  We're interested in using customer guided assistance to not only better direct customers to helpful FAQs, but to also gather information to better assist our agents once they get the incident.”
Can a guide collect information about the selections and path and pass those on?
What data is collect about guides? How can I tell if they are effective?
What is the best practice for constructing guides?
Can guides be used with chat agents? If so how? And what are the benefits?
What is the difference between guides and agent scripts? When do I use one vs the other?
Can I start a user in the middle of a guide?

27. Back-up

28. Feature Highlights

29. Previewing guides Use preview to confirm correct function and display
From within your Guide > Preview
Agent Preview
Opens the guide in a separate window and shows you the guide exactly as your agents will see it
Web Preview
Opens the guide in a separate window and shows you the guide exactly as your customers will see it
* Web Preview excludes the toolbar that is available on Agent Preview

30. Using Preview
Preview opens a new window and shows the first question in the guide
To view the guide’s contents, respond to the first question just as you would if you were an agent or consumer using the guide
Additional questions, responses, answers, and text explanations display as you navigate the guide’s branches
Click the OK button to close the window
View all guide branches simultaneously using Agent Preview
From Preview window > select Expand Navigator to open the panel to display guide contents and access a branch or question quickly

31. Exporting and Importing Guides
Guides can be exported to an XML file for import into other RightNow interfaces for reuse and/or creation of a new guide
To export/import, open your guide > choose the RightNow button > Export Definition or Import Definition
NOTE: Exported files cannot be externally modified
The exported XML file has a hash value that is used when the file is imported to determine if the file has been modified externally
If modified, an error message notifies you that the file is invalid

32. Extract: Export a Portion of a Guide
Use extract to move or export a subset of the guide
Within the guide, select the top-most question that you want to select and choose Extract from the ribbon
This extracts all responses, answers, and text explanations
Create a New Guide, Replace a guide, or Export to a file location

33. Create or Associate Start Answer
To create a new start answer:
Access Guided Assistance Explorer > edit guide
From the ribbon > Create Answer
NOTE: This creates START answers, not END answers
To associate an existing answer:
Navigate to Answers Default report > find and open your answer
Set the answers.guided assistance field (Details tab) to your guide
NOTE: Guides are not interface-specific, but answers could be!

34. Introducing: GuidedAssistant Widget
Included on reference implementation: answer/details page
Upgrades from pre-May 2010 CP versions must add this widget OR
Create a custom page within CP for this widget
Point all answers to the same guide
Point a start answer to a specific guide
Answers without guide association will not show this widget

35. GuidedAssistant Widget Attributes
Name
Attribute
Type
Description
Default
Label Answer Result
label_answer_result
STRING
Label to display along with an answer response
Please consult the following information
Label Popup Launch Button
label_popup_launch_button
Label to display on the button that opens the page specified by popup_window_url
Launch the Troubleshooter
Label Question Back
label_question_back
Label to display on the question back button when single_question_display is set to true
Go back to previous question
Label Start Over
label_start_over
Label to display on the start over button when single_question_display is set to true and the final result of the guide has been reached
Start over
Label Text Response Button
label_text_response_button
Label to display on the submit button that appears along with text responses OK
Label Text Result
label_text_result
Label to display above text explanation content
Please read this response
Popup Window URL
popup_window_url
URL of page containing another instance of this widget that will display when a launch button is clicked
(Blank)
Single Question Display
Single_question_display
BOOL
Set to true if questions should be displayed one-at-a-time and previous questions should be hidden
false
Guide ID
static_guide_id
INT
If specified, the ID of the guide to display. Takes precedence over g_id or a_id specified in the URL
Tab Index
tabindex
Tab stop index for widget; Min: 0
Popup window URL can direct to a relative path like /app/answers/guide
Setting this value to an ID overwrites any associations to other guides

36. Add GuidedAssistant Widget to CP Pages
Best placement: answers/detail page
Or place the guide on a standalone CP page
View in the Tag Gallery
Widgets > Standard > Knowledgebase > GuidedAssistant
Determine which CP page/location and add widget
<rn:widget path="knowledgebase/GuidedAssistant" />
Adjust attributes if desired
CSS controlled in the theme:
euf\assets\themes\<themename>\widgetCss\GuidedAssistant.css

37. Using a Static Guide
Using the GuidedAssistant attribute “static_guide_id” requires the ID of the Guide you have created
To find the Guide ID:
Access the Guided Assistance Explorer to view the list of guides
Add the ID column to this list:
On the ribbon, click Choose Details > select the ID checkbox in the dialog box > click OK to view the ID value for each guide

38. Guided Assistance Reports
Navigate to Analytics > Reports Explorer > Public Reports > Service > Guided Assistance for standard reports
Guides Utilized by Agents
Edit mode demo

39. Understanding GuidedAssistant Widget Continued
All CSS is name spaced with “rn_”
Be cautious of similar CSS affecting other form elements
Utilize Firefox with Firebug
Remember to test your other node types within the guide