1. © RightNow Technologies, Inc. Learn how to complete a Web Experience Tune-Up! Ben Werner Product Manager - Best Practices

2. Web Experience Tune-Up This package is publically available for download in the Customer Community: http://community.rightnow.com/customer/support/tuneup.php http://community.rightnow.com/customer/support/tuneup.php It consists of 2 documents: Guide to RightNow Web Experience Best Practices RightNow Web Experience Tune-Up Checklist

3. Web Experience Tune-Up Est. time to complete an evaluation: (Without this training) we typically recommend on planning to take about 1.5 hours to read the Guide and work through the Checklist. Implementing the changes: For most changes you will need full administrative access to the Agent Desktop. Certain other changes require changing code in the Customer Portal and therefore do require Development skills.

4. How this package came to be Three RightNow experts got together and formally wrote down all the best practices that were floating around in their heads: The Web Experience Product Manager The lead User Researcher The top Web Pro-Services Consultant The Web Experience Tune-Up contains the official best practices that we recommend all of our clients follow to improve their self-service rates and ensure that they are delivering a great web customer experience.

5. Tune-Up Checklist To illustrate individual best practice we’ll work through a Tune-Up for a fictional company called SmartTech. Please type in questions if you have them along the way!

6. © RightNow Technologies, Inc. Walkthrough of a Tune-Up SmartTech – A fictitious electronics retailer.