Oracle RightNow Customer Portal Migration

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Migrating to Oracle RightNow Customer Portal Framework Version 3.0 offers Oracle Service Cloud customers the control and flexibility to decide what features to adopt and when to adopt them. You're never forced to migrate your customer portal, even when your organization upgrades to a new Oracle RightNow CX release.

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  • version 1.12.10.19
  • CP3 - Features & benefits:Independent frameworks and versioning - Control when you migrate and what you migrate. Upgrading to new releases of RN will not have any impact on the existing functionalities of Customer Portal (CP).Automatic updates of backward compatible changes – All new upgrades are backward compatibleWidget builder – Creation of custom widgets become simpler, quicker and accurate using the widget builder feature.Widget changes – New structure & process is defined to create custom widgets. This would help to modularize, easy code maintenance & fasten the development process.Easy migration – Migrating to new releases doesn’t have any impact  on the custom widgets.New file structure – Intuitive and easy-to-navigate file structureConnect PHP API - Framework Version 3 is built on the Connect PHP API and uses data objects from the Connect PHP API rather than internal APIsSoftware modernization – Usage of YUI 3.X in CP3 improves performance and simplifies the coding.
  • Widget changes (major activity): a.       Widgets created using standard widgets: re-create the widget (extending standard widget) using the widgets builder feature of CP3. Post creation, edit the code to duplicate (implement) its CP2 functionality.b.      Widgets developed from scratch: If the widget was developed from scratch to implement the functionality which was not available in CP, it is better to convert this widget code to work with CP3 following CP3 development standards. The detailed widget conversion process is defined in the migration guide referred below. PHP namespacing: To avoid the conflicts between CP reference implementation PHP files and customer files RightNow and Customer namespacing is introduced. RightNow namespace contains reference implementation files and the customized files are available under Customer namespace.
  • Modifying display elementsa.       Using HTML5 on custom pages: CP3 standard widgets and pages conform to HTML 5 specification. To take advantage of this, it is recommended to use HTML 5 doctype in all custom pages and templates.b.      Editing widgets that open in a separate window: As mentioned above, YUI 2.X is replaced by YUI 3.X in CP3 framework. This change impacts display of standard widgets such as Login Dialog, Advanced Search Dialog and Product Category. So standard template needs to be edited as per the procedure mentioned in the document to correct the display.c.       Changing the width of the Email Address field: In CP2, email fields are <input type="text">. In CP3, HTML 5 input types are used for email fields, so email fields are now <input type="email">.d.      Editing the width of the OpenLogin dialog: The dialog that opens when your customers click one of the open login icons (for example, Facebook, Twitter, or AOL) needs to be adjusted editingOpenLogin CSS file after migrating to CP3.e.      Modifying the SocialBookmarkLink widget: The SocialBookmarkLink in CP3 offers Facebook, Twitter, LinkedIn, and Reddit options, eliminating Delicious, Digg, and StumbleUpon, which were used in CP2, and adding LinkedIn. If you want to continue using the earlier social networking sites with the widget, edit it according to the procedure mentioned in the migration guide.f.        YUI resources: If your CP2 custom widgets includes calls to YUI modules, this code has to be modified as per YUI 3.X standard. Refer the guide for the details.g.       Adding the PasswordInput widget: To support password hardening, CP3 includes new password input widget.
  • 5.       Other functional changesa.       Using high-contrast mode for accessibility:  Edit the CSS files as per the instructions in the guide to make your customer portal pages viewable in high-contrast mode.b.      Disabling incident receipt emails: In CP3, by default the customer would be sent email notifications after submitting the question. This feature can be deactivated.c.       Changing incident source for rules: If you have been using Connect PHP API in CP2, review your incident rules to see if any of them have an IF condition of Incident.Source equals End-User Pages > Ask a Question. If they do, edit the rule to also add the condition IF Incident.Source equals End-User Pages > End-User Connectd.      Removing customer search preferences: The Connect PHP API does not store contact preferences in the database, so the use of profile_default attributes is no longer supported for CP3e.      Changing the SmartAssistantDialog widget: Several default values are changed to simplify the code.f.        Editing the CommunitySearchResults widget: See if the display_initial_posts attribute of this widget is used in CP2 code. This attributed is not supported in CP3 because community posts are displayed by default when the widget loads on a page. You can remove the attribute from your widget code.g.       Login required configuration setting: CP3 introduced a new configuration setting, CP_CONTACT_LOGIN_REQUIRED, which lets you require your customers to log in to most customer portal pages.h.      Adding label attributes: Because of the data structure of the Connect PHP API, some business objects use more generic labels than those used in CP2. So additional attribute named label_inputshould be added to input widgets in CP3.
  • Customer portal changes on the agent desktopa.       Guided assistance styling on the agent desktop: CSS edits to make the desktop styling (of guides) more consistent with what customers experience on your customer portal.b.      Replacing variables on the preview page: Variables names to be changed in the CP answers preview page that is displayed to the agents in CX console. 7.       Converting custom code:a.       Using Connect PHP API in custom scripts: If CP2 site includes custom PHP scripts that call normally unavailable product API functions (that is, functions you could use only after applying for access through the whitelist process), you cannot use these functions in Framework Version 3. Instead, check for equivalent functions in the Connect for PHP API.b.      Direct SQL queries: CP3 doesn’t support this feature. Replace this with equivalent Connect PHP code.c.       Using PHP5 style constructors: Instead of using the old PHP4 style PHP constructors (where the method name that matches the class name is the constructor), you should use PHP5 style constructorsd.      Custom models: Your custom models must use namespacing to indicate that they are extending RightNow models
  •  8.       Optional code cleanup: Although it’s not necessary, you might want to take the time now to clean up Framework Version 2 code now so that you won’t be required to do it at some future migrationa.       Replacing business objects: naming convention changesb.      Replacing unused widgets: ChatLaunchFormOpen, MobileEmailAnswerLink, and ContactNameInput widgets of CP2 to be replaced with equivalent replacement widgets of CP3
  • Oracle RightNow Customer Portal Migration

    1. 1. Customer Portal Framework Evolution Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com • Introductory Customer Portal • Basic Set of Features – Ask A Question, Knowledge Base, Search, Account Management • Basic Deployment Features • Accessible only for Web UI • Evolved CP with Themes for Custom Design • Co browse Feature Added • Open Login Support (To login from 3rd Party Accounts like FB, Twitter etc) • Introduced Mobile Customer Portal • Enhancement Deployment Support • Improved CP Analytics • Added SSO Feature • Framework Versioning for More Control • HTML5 Support • Introducing Widget Builder • Introducing Widget Version Management • Improved Security Enhancements • Add Attachment from Mobile Customer Portal • New File Structure for Better Management of Libraries • Connect PHP API Support • New Functionalities like Virtual Assistant, OPA etc Customer Portal Framework Version 1 Customer Portal Framework Version 2 Customer Portal Framework Version 3
    2. 2. Oracle Service Cloud (Oracle RightNow) Customer Portal Migration from CPFv2 to CPFv3
    3. 3. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Agenda  Oracle Service Cloud – Customer Portal Evolution  Why move to CPF v3?  CPF v3 – Key Features & Benefits  CPF v3 – Additional Opt-in Features & Benefits  CPF v2 to CPF v3 Migration Activities – Overview
    4. 4. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Oracle CX Service Cloud Delivering Your Customers the Right Answer at the Right Time Services
    5. 5. Customer Portal Framework Evolution Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com • Introductory Customer Portal • Basic Set of Features – Ask A Question, Knowledge Base, Search, Account Management • Basic Deployment Features • Accessible only for Web UI • Evolved CP with Themes for Custom Design • Co browse Feature Added • Open Login Support (To login from 3rd Party Accounts like FB, Twitter etc) • Introduced Mobile Customer Portal • Enhancement Deployment Support • Improved CP Analytics • Added SSO Feature • Framework Versioning for More Control • HTML5 Support • Introducing Widget Builder • Introducing Widget Version Management • Improved Security Enhancements • Add Attachment from Mobile Customer Portal • New File Structure for Better Management of Libraries • Connect PHP API Support • New Functionalities like Virtual Assistant, OPA etc Customer Portal Framework Version 1 Customer Portal Framework Version 2 Customer Portal Framework Version 3
    6. 6. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Why move to CPF v3? Less Coding for Improved Productivity Versioning for Easy Maintenance Automatic updates with no extra efforts No Compulsory Migration - More Controlled Software Modernization With new widget builder available in Customer portal framework version 3, you can create a new widget by extending an existing widget. The widget builder generates custom widget code when you answer a series of questions about the widget you want to create, thereby reducing the amount of custom code you must write yourself.
    7. 7. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Less Coding for Improved Productivity Versioning for Easy Maintenance Automatic updates with no extra efforts No Compulsory Migration - More Controlled Software Modernization Widgets use a versioning system in Framework Version 3.0 to let you adopt the widget features you want at your convenience without requiring you to replace all widgets on your customer portal. This would let you easily maintain and manage all the widgets deployments and decide and utilize the widgets version that is needed at the hour. Why move to CPF v3?
    8. 8. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Less Coding for Improved Productivity Versioning for Easy Maintenance Automatic updates with no extra efforts No Compulsory Migration - More Controlled Software Modernization You don’t have to do anything to adopt security patches and changes that are completely backward compatible. And when new features are available, the differences are spelled out clearly on the framework and widget version pages to help you decide if you want to migrate. Why move to CPF v3?
    9. 9. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Less Coding for Improved Productivity Versioning for Easy Maintenance Automatic updates with no extra efforts No Compulsory Migration- More Controlled Software Modernization You’re never forced to migrate your customer portal, even when your organization upgrades to a new Oracle RightNow CX release. And you don’t have to migrate your entire customer portal when you want just a single new feature. With Framework Version 3, you control when you migrate and what you migrate. Why move to CPF v3?
    10. 10. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Less Coding for Improved Productivity Versioning for Easy Maintenance Automatic updates with no extra efforts No Compulsory Migration - More Controlled Software Modernization Framework Version 3.0 is built on Oracle RightNow Connect PHP API Cloud Service (Connect PHP API) and uses data objects from the Connect PHP API rather than internal APIs. Instead of accessing the database directly as in previous Customer Portal frameworks, Framework Version 3.0 provides a managed equivalent to meet your needs. Why move to CPF v3?
    11. 11. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Why move to CPF v3? Less Coding for Improved Productivity Versioning for Easy Maintenance Automatic updates with no extra efforts No Compulsory Migration -More Controlled Software Modernization With additional productivity improvement features/ tools, less code to maintain, easy to migrate to latest versions without major rework, software modernization, the latest Customer Portal Framework Version 3 really poise to lower the total cost of ownership of managing the application. Overall Lower Total Cost Of Ownership
    12. 12. Go Mobile with New Features: With new added features enabled in CPF v3, you can now let your customers upload the images/ files from their mobile when they ask you a question. That means your customer can now take a snapshot from your mobile and upload as part of their query - A real customer experience differentiator. Ask Only Relevant Information: With the Dynamic Form Support feature enabled for Ask a Question Page, you can now place only the specific fields that are necessary to your customer based on their selection of any driving drop down value. This would let you to capture information which are very specific and relevant. Developer Tools for Productivity: In CPF v3, developer tools like code assistance tool is introduced which provides the needed assistance for current and future migration. This helps in enhancing developer efficiency and developer knowledge between versions. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Key New Features & Benefits in CPF v3
    13. 13. Self Service with Intelligent Touch of Humanity: With Customer Portal Framework Version 3, you can now add Virtual Assistant to virtually assist your customers in your CP. Build a responsive and accurate self service virtual assistant using the engagement engine rule editor feature. OPA - Complex Decision Logic Becomes Simpler : With CPF v3, Oracle Policy Automation Cloud Service is available to combine the benefits of OPA like making the complex policy modelling simpler, easy decision making and Customer Portal benefits of web self service. The duo in turn improve customer satisfaction and reduce appeals with personalized and transparent advice. Maximize Siebel Investment with Self Service: Use Customer Portal in conjunction with Siebel Agent Desktop which eventually increase the value of your current Siebel investment by quickly implementing, with minimal upfront costs, a robust scalable solution that improves customer satisfaction and reduces your costs Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Additional Opt-In Features in CPF v3
    14. 14. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com CPFv2 to CPFv3 - Migration Activities • Adhering to new file structure • Widget changes Widgets created using standard widgets: re-create the widget (extending widget) using the widgets builder feature of CPFv3 • PHP name spacing To avoid the conflicts between CP reference implementation PHP files and custom files Oracle Service Cloud (Oracle RightNow) and Custom name spacing is introduced • Modify Display Elements • Updating Custom Code
    15. 15. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Go Live Estimates Migration Complexity / Activities Simple Medium Complex Understanding the existing Customer Portal functionalities and customizations    Custom Widgets & YUI Calls Migration # of Custom Widgets (Extending standard Widget) and Custom Widgets developed from scratch* < 20 21 - 40 40 - 60 Calls to standard/custom Oracle Service Cloud (Oracle RightNow) data model    CPFv2 YUI resources change Ajax & RightNow Events Min Med High Standard migration activities Migrating the RN CP Dev environment to CPFv3 & environment verification / PHP Name space changes / CSS Changes to the existing widgets / Adding HTML 5 doctype in all custom pages and templates.    Implementing CPFv3 changes on the agent desktop / CPFv3 Functional changes implementation    Note: If the number of widgets exceeds 60, CRMIT would assess the customer portal and share the cost estimates 4 weeks 6 weeks 8 weeks
    16. 16. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. Promote to Production www.crmit.com Developmental Approach 8 Promote to Staging Test the Customizations Enable CPFv3 in development pages Copy Version 2 code Customize the Development pages 1 2 3 4 5 6 Review Changes in CPFv2 7 UAT in staging
    17. 17. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Deliverables CPFv2 to CPFv3 upgrade Customized & configured CPFv3 Technical specification documentation Post GO LIVE support warranty (1 week)
    18. 18. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Assumptions  Admin access to Development, Staging & Production environments of Oracle Service Cloud (Oracle RightNow) instance is required  Customer to share the functional and technical documentation of existing Oracle Service Cloud (Oracle RightNow) system implementation  All CPFv2 to CPFv3 migration activities will be carried out from offshore  All scoped custom widgets will communicate to standard/custom data model of Oracle Service Cloud (Oracle RightNow). Widgets which communicates to external data model (third party or backend legacy systems) are not covered as part of the scope  Estimates are for one Oracle Service Cloud (Oracle RightNow) interface only. If the customer has more than one Oracle Service Cloud (Oracle RightNow) Interface, effort and cost will be shared after the detailed analysis of additional interfaces  Number of widgets specified above is applicable across desktop and mobile version of customer portal
    19. 19. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com About CRMIT Solutions End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization. 200,000+ users 250+ Engagements 25+ countries 24,000+ hrs training 4000+ app users 11 years Cloud CRM 1000+ man-years of deployment CX Enablement's Self Service Platform Social Channels Email Integration Telephony Integration Mobility Solutions Specializations Accreditations Authored Book on CRM On Demand 3 apps on Oracle Market Place Solutions Configure Price Quote Marketing Cloud Sales Cloud Service Cloud Social Cloud Policy Automation Oracle CRM On Demand Oracle Sales Cloud Oracle Service Cloud Education & Research Financial Services OVI for Sales Cloud (CTI) OVI for Service Cloud (CTI) OVI for Sales Cloud (EWB) ISO 270001 REGISTERED
    20. 20. Self Service Platform Email Telephony Mobile Social Data Validation Analytics Testing Consulting Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com CRMIT CX Services Annual Support & Advocacy Program Training & User Adoption Implementation / Migration / Customization
    21. 21. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Excel Customer Excellence Your Vision, Our Mission ……..11 years & counting…our Journey continues National Award for E-governance 2007-08 2012 Winner Category : • Best Customer Relationship Management Program Award • Best SaaS-Based Program Award 2005 2008 2009 2012 2014 . . . . . 2011 CRMIT AWARDS CUSTOMER AWARDS (after partnering with CRMIT)
    22. 22. Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Global Spread Sales & Support Deployment base spread over 25+ countries Offices
    23. 23. EMEA Talbot House, 204-226, Imperial Drive, Rayners Lane, Harrow HA2 7HH London +1 (678) 447 1371 +1 (404) 736 2341 +61 2 9186 2550 Migration from CPFv2 to CPFv3 © Copyright 2014 CRMIT. All rights reserved. +91 80 67237555 www.crmit.com Reach us Americas 1525 McCarthy Blvd Suite 1000,Milpitas, CA 95035 USA 3379 Peachtree Road NE, Suite 555, Atlanta, GA USA Australia & N Zealand Suite 19, 103 George Street Parramatta, NSW 2150 Australia Japan 2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan Malaysia B-5-8 Plaza Mont Kiara 50480 Kuala Lumpur, Malaysia +81 3 5809 8444 +603 2726 2759 + 44 20 8872 4127 Middle East Fortune Summit Business Park, Near Central Silk Board Junction, Plot No: 244, Hosur Main Road, Bangalore 560068. India Salahuddin Ayubi Road , Riyadh, Kingdom of Saudi Arabia Rest of Asia Deployment base spread over 25+ countries
    24. 24. Thank you sales@crmit.com

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