BUSINESS REQUIREMENTS

DOCUMENT
ORACLE INTEGRATION:
BROWSER BASED UI - POC
MAY 2012: 100 DAY COMMITMENT

KENT SWARTZ, SUSIE BOYER

2010 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks
of RightNow Technologies Inc. All other trademarks are the property of their respective owners.

www.rightnow.com

BRD - Oracle Integration: Browser Based UI - POC

CONTENTS
1 DOCUMENT HISTORY............................................................................................................3
2 CONTRIBUTORS..................................................................................................................... 3
3 PROJECT DESCRIPTION........................................................................................................3
4 BUSINESS JUSTIFICATION....................................................................................................3
5 EXISTING CUSTOMER REQUESTS & CURRENT DEALS.....................................................4
6 BUSINESS REQUIREMENTS..................................................................................................4
7 KEY USER/BUYER PERSONAS..............................................................................................5
8 BUSINESS USE CASES.......................................................................................................... 5
9 COMPETITIVE ANALYSIS AND DIFFERENTIATION...............................................................6
10 PROFESSIONAL SERVICES/HOSTING CONSIDERATIONS...............................................6
11 SECURITY CONSIDERATIONS.............................................................................................6
12 COMPATIBILITY REQUIREMENTS.......................................................................................6
13 PRICING/PACKAGING CONSIDERATIONS..........................................................................6
14 BI/LICENSE COMPLIANCE REPORTING AND TRACKING REQUIREMENTS....................6
15 OTHER CONSIDERATIONS..................................................................................................6
APPENDIX A APPROVAL SIGNATURES....................................................................................6

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1 DOCUMENT HISTORY
Date

Version

Author

Description

2/23/12

1.0

Susie Boyer

Initial Draft

Kent Swartz

Updated the following regions

following suggestions by Christopher
Patterson and Mark Ericson:
Business Justification
Business Requirements

2/28/12

1.1

2 CONTRIBUTORS
Name

Title/Role

Susie Boyer

Product Manager

Kent Swartz

Product Manager

Mark Ericson

Product Manager

Christopher Patterson

Product Manager

Bill Scott

Development Lead

Jared Bratsky

Development Lead

Gary Harkin (??He is our RN Security

guy)

Security Lead

3 PROJECT DESCRIPTION
This project is to investigate, via the creation of a prototype, the implementation approaches and
feasibility of adding an ADF/Fusion UI atop the RightNow application servers.

4 BUSINESS JUSTIFICATION
The following are the short prioritized list of top business objectives:
1. Address complaints of .NET framework
a. .NET SmartClient is hard to explain and position as a Cloud Platform.
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2.
3.
4.
5.

6.

i. We expect the impact of this to Increase as we increase our

focus on selling up market and expect IT to play a bigger role in
the buying decisions.
b. Poor installation experience of .NET client
c. Angst over coordination of .NET versions, system requirements
d. MS Office UI-paradigm is looking dated
e. Slow login/install experience makes .NET client impractical for
occasional users
f. Uncertainty with regards to the future of Microsoft's .NET framework.
Pathway to mobile and non-windows platforms (Mac)
Perceived competitive parity (SFDC putting out FUD around .NET)
Perceived similarity with Fusion Sales will improve win rate when selling a
broad solution
Additional revenue stream
a. At least over $17M in deal loss in 2011 due to not having browserbased client
Better support for workforce flexibility (work from home, etc.)

5 EXISTING CUSTOMER REQUESTS & CURRENT DEALS

The following is a list of deals lost or potential enhancement requests pertinent to this project:
Customer
Name

Enhancement Request/Details

Tivo

$2.3M lost in potential deal

Google

$3M lost in potential deal

Zynga

$11M from losing Zynga to SFDC due to this request

Username:
Angela
Ramsammy

Idea Lab post:

http://communities.rightnow.com/posts/465156b358 : build a
rich Agent Desktop application without .NET or other similar
software pre-reqs 17 likes and over 1300 views and 14
comments.

6 BUSINESS REQUIREMENTS
The following is a list of top business requirements:
1. Prove it is possible to build a Fusion ADF browser UI on top of the RightNow
application
a. The proof of concept will leverage the Fusion UIs technologies,
invoking a model layer running on RightNow servers
b. The proof of concept will leverage both ADF and the Fusion guidelines
within ADF (i.e. UI Shell)
2. Identify gaps
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a. Define dependency team enhancements
b. Assess work-arounds and impact
c. List of potential Items to be assessed:
i. Interfaces
ii. Multiple Workspaces
iii. Workspace Rules
iv. Guided Assistance
v. Agent Scripting and Scripting Rules
vi. Desktop Workflow
3. The proof of concept will focus on four main use cases (see use cases below):
a. Create Contact
b. Manage Contacts
c. Create Incident
d. Manage Incidents
4. Determine extensibility approach
a. Custom Attribute
b. Custom Object
c. Stretch extensibility investigations
i. Add-Ins
5. Investigation of performance criteria in three areas
a. Page Render Time
b. Server Request Handling
c. Server Memory Usage

7 KEY USER/BUYER PERSONAS

Customer Service Rep (Contact center agent) Front line agent responsible for handling
consumer interactions.
Consumer/Customer Individual consumer who requires full lifecycle customer care including
awareness, sales, service. <CHP> Why is this persona listed? I could understand adding the
infrequent user although even that user may not have anything in the POC </chp>

8 BUSINESS USE CASES

Below are the four use cases this proof of concept plans to cover. The details for each use case
are attached.
1. Create Contact - Customer Service Reps need to create contacts in order to
capture customer information to provide the best customer experience for
the service issue. Identifying data as well as storing contact points allows the
company to track historical interactions with a particular customer as well as
provide them service on the customers preferred channel.
2. Manage Contacts - Customer Service Reps require a way to quickly get a view
of the contacts in order to associate incidents to the particular contact. The
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ability to get a list of Contacts, and quickly search and filter them will enable
them to more efficiently service the consumer/customers.
3. Create Incident - Incidents are what enable service providers to capture,
track, manage and efficiently resolve customer issues. Through incidents
Customer Service Reps will manage customer issues to resolution.
4. Manage Incidents - Customer Service Reps require a way to quickly get a
view of the outstanding incidents in order to schedule their days work or
other tasks. The ability to get a list of Incidents, and quickly search and filter
them will enable them to optimize their days work. The ability to manage
incidents will also help them see if there is already an Incident created for the
issue the consumer/customer is calling in about.

CRM_FUORS_Create
Contact_PUC.docx

CRM_FUORS_Create
Incident _PUC.docx

CRM_FUORS_View
Incident List_PUC.docx

CRM_FUORS_View
Contact List_PUC.doc

9 COMPETITIVE ANALYSIS AND DIFFERENTIATION

Majority of our competitors has a fully functional agent desktop in a browser.

10 PROFESSIONAL SERVICES/HOSTING CONSIDERATIONS

N/A due to this only being a prototype

11 SECURITY CONSIDERATIONS
N/A due to this only being a prototype

12 COMPATIBILITY REQUIREMENTS
N/A due to this only being a prototype

13 PRICING/PACKAGING CONSIDERATIONS
N/A due to this only being a prototype
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14 BI/LICENSE COMPLIANCE REPORTING AND TRACKING REQUIREMENTS

N/A due to this only being a prototype

15 OTHER CONSIDERATIONS
None

APPENDIX A APPROVAL SIGNATURES

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