Expert Articles

Comprehensive resources for Oracle RightNow developers and consultants

Proactive Chat - Intercepting Chat Events

Posted by AW Rowse on Sunday, August 4, 2013 - 6:01pm
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RightNow Syndicated Proactive Chat is a RightNow feature that exposes proactive chat functionality to external websites such as your homepage, shopping cart, or any other page that can execute some JavaScript. Like Proactive Chat in Customer Portal, syndicated proactive chat prompts the user for a chat session when certain conditions are met (such as if the user has been on a single page for a configurable time interval). Due to the fragmented documentation around this product feature, most people don't know that you can customize the proactive chat experience beyond the basic settings available in the Syndicated Chat Wizard.

This tutorial will give a glimpse at the advanced customization possible.

Custom Fields vs. Custom Attributes

Posted by AW Rowse on Sunday, August 4, 2013 - 4:53pm
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I’m often asked what’s the difference between Custom Fields and Custom Attributes, and when each should be used.

My answer is “Use Custom Attributes, unless you need to use the field with a feature not compatible with Custom Attributes.”

This answer baffles most. It is not clear what RightNow product features do not support Custom Attributes. The goal of this article is to identify those features and help you make better decisions when defining your data model extensions.

SAML Helpers

Posted by jack.whitehouse on Wednesday, June 5, 2013 - 11:59am
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Getting SAML to work in CX is tricky. Here are some tools that I've found useful in the past:

Setting custom fields via SOAP

Posted by jack.whitehouse on Friday, May 24, 2013 - 4:42pm
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This goes under the "seriously?!!" heading.

In previous version of the WSDL it was fairly simple to set a custom field. I'd even go as far as easy (though "intuitive" isn't even part of the language used by the twisted minds who created this API), but with the addition of custom attributes they decided to confuse custom fields as well.

AddIn - Status: Toast

Posted by jack.whitehouse on Thursday, April 25, 2013 - 5:32pm
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I think at this point it's been accepted that Toast Notifications are quite irritating,
and after 20 years of internet usage people are amazingly good at killing pop-ups without reading them, but regardless of all that
here's how to make a toast notification from a Status Bar add-in.

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