Technical Services
Our integration team can integrate RightNow Service with other enterprise applications and databases resulting in faster processing of data, increased control of data quality and centralized control of data. Integrations may utilize the XML Application Programming Interface (API) or external events and email event handlers. Even companies with an in-house technical staff will benefit from guidance in situations where multiple systems need to be integrated.
RightNow also offers customization support for modifying the RightNow solution to match the functional and technical designs of your business. Some examples of areas that can be customized include matching your corporate look and feel, user interfaces, modified location of fields, configurations, reporting, administration and other expanded uses.
Offerings
- Technical Account Manager
- Web Indexing Setup and Support
- Active Directory Connector
- Encrypted PTA Connector
Technical Account Manager
The Technical Account Manager will provide you with a resource focused on enhancing the customer experience by providing the following:
- Service Delivery:
- The TAM will have overall responsibility for delivery assurance and will serve as an escalation point for the customer.
- Incident Support & Issue Resolution:
- The TAM (in cooperation with the Support Account Manager or SAM) will proactively monitor and manage support and product related inquiries and/or activities. The TAM will work within the RightNow organization on behalf of the customer to ensure issues are being prioritized and resolved. The SAM will provide the day to day incident resolution as they are submitted by the customer.
- Metrics and Monitoring:
- The TAM will utilize existing tools / systems in the RightNow support organization to proactively monitor the use of RightNow applications by the customer, incidents being submitted, and the contacts created, within the support infrastructure.
Request a Technical Account Manager
Web Indexing Setup and Support
RightNow will configure the Web-Indexer or spider including indexing mode, target domains, included and excluded URL patterns, external documents, and best practices in design of web pages to be indexed.
Request a Web Indexing Setup and Support
Active Directory Connector
The Active Directory Connector is for customers wanting to leverage their Active Directory installation for agents to allow for the management of most staff accounts. The connector is installed at the customer site on an existing IIS web server with the .NET framework. RightNow will provide the Active Directory code. The Customer is responsible for the installation and deployment within the Customer's infrastructure.
Request Active Directory Connector
Encrypted PTA Connector
The Encrypted PTA Connector is meant for customers who require an additional layer of encryption be supported as part of the standard Pass Through Authentication (PTA) solution that RightNow provides for creating, updating and authenticating Contacts on the public-facing pages in RightNow Service (commonly referred to as the "end user" pages). In the out-of-the-box PTA solution that RightNow provides, Contact information is passed in a modified base64 encoding. This service allows customers to encrypt this information using 3DES encryption standards.
Request Encrypted PTA Connector
Additional resources:
