Expert Articles

Comprehensive resources for Oracle RightNow developers and consultants

Duplicate Contacts and Unique Fields

Posted by Ben Johns on Thursday, May 21, 2015 - 11:15pm
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In order to reduce duplicate contact records, it would be useful to be able to specify unique contact fields (such as mobile phone number, or a particular custom field), similar to how email addresses are handled as unique identifiers. If the client needs a full-fledged solution for this across their entire system, this is difficult to do from a purely technical level. Most clients simply train their agents to first search for existing contacts and have a business process for merging duplicate contacts when manually found in the system, which is good enough for most.

Fun with Cloud9 IDE and CP3

Posted by Ben Johns on Tuesday, April 7, 2015 - 8:40pm
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Today I had a bit of fun with Cloud9 IDE, which is one of the better cloud-based IDEs I've found. It is geared mostly towards front-end web development but has a fully functional Ubuntu OS underneath running in a Docker instance, so you can pretty much do anything.

Quick Tip: Skinning Customer Portal Modal Dialogs

Posted by AW Rowse on Wednesday, April 1, 2015 - 3:53pm
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When skinning Customer Portal it is easy to forget the YUI-based modal dialogs unless one happens to pop up during your working session. Most commonly it is the Form Expiration dialog which reminds me that I have additional work to ensure a unified brand experience. This dialog will appear after 5 minutes, which is a long time to wait when testing CSS changes.

New Site Feature: CX Features by Version matrix

Posted by AW Rowse on Thursday, March 26, 2015 - 11:40am
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Today I published a document that I've been working on for a while; my hope is to extend the benefit I receive to everyone else in the community. This document is a list of Oracle RightNow CX features by version. This will be a living page permanently in the left-hand navigation of As new CX versions are released, the document will be updated accordingly.

SAML Knowledge Roundup

Posted by AW Rowse on Thursday, February 26, 2015 - 8:53am
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RightNow + SAML is a pain, impossible to debug, but possible to do. The following is a running collection of tips and knowledge around implementing SAML in RightNow


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