Oracle RightNow Customer Portal Migration

Migration from CPFv2 to CPFv3

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Customer Portal Framework Evolution

• 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 Migration from CPFv2 to CPFv3

Oracle Service Cloud (Oracle RightNow)



www.crmit.comMigration from CPFv2 to CPFv3


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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



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Delivering Your Customers the

Right Answer at the

Right Time

Oracle CX Service Cloud

Services



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Customer Portal Framework Evolution

• 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






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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.



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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?



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Automatic updates with no extra

efforts



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?



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No Compulsory Migration- More Controlled


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?



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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?



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Why move to CPF v3?




No Compulsory Migration -More Controlled


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



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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.

Key New Features & Benefits in CPF v3



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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

Additional Opt-In Features in CPF v3





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CPFv2 to CPFv3 - Migration Activities

• Adhering to new file structure

• Widget changesWidgets created using standard widgets: re-create the widget (extending widget) using the widgets builder feature of CPFv3

• PHP name spacingTo 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



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Go Live EstimatesMigration 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 changeAjax & 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

4weeks

6weeks

8weeks





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Developmental Approach

Copy Version 2 code

Enable CPFv3 in development pages

Customize the Development pages

Test the Customizations

Promote to Staging

1

2

3

4

5

6

Review Changes in CPFv2

7

UAT in staging

Promote to Production

8





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DeliverablesCPFv2 to CPFv3 upgrade

Customized & configured CPFv3

Technical specification documentation

Post GO LIVE support warranty

(1 week)





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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



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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

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25+ countries

4000+ app users

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11 yearsCloud CRM

1000+ man-years of deployment

CX Enablement's

Self ServicePlatform

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Specializations

Authored Book on CRM On Demand3 apps on Oracle Market Place

Accreditations

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CRMIT CX Services

Implementation / Migration / Customization

Annual Support & Advocacy Program

Training &User Adoption

Data Validation

Analytics Testing Consulting

SocialMobileTelephonyEmailSelf Service

Platform



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Excel Customer Excellence Your Vision, Our Mission……..11 years & counting…our Journey continues

National Award for

E-governance

2007-08

2012 Winner

2012200920082005 2014. . . . .2011

Category :• Best Customer Relationship

Management Program Award

• Best SaaS-Based Program Award

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Global Spread

Deployment base spread over 25+ countriesSales & Support Offices





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Reach usAmericas

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Technology

Oracle RightNow Customer Portal Migration