RightNow Technologies
Carolina’s User Group Meeting
RightNow Technologies
Workspace Designer v8.0
Sylvia Nolan
Solutions Consultant
June 19, 2007
© 2007 RightNow Technologies, Inc.
Agenda
• Workspace Overview
• Designing Custom Workspaces
• Assigning Workspaces to Profiles
• Additional Tips and Tricks
• Q&A
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Overview
•
•
3
RightNow v8.0 has a similar look
and feel to Microsoft Outlook
–
Left side: Folders and
Navigation Bar enable the user to
quickly navigate to the application
area they need to work in
–
Right side: Workspaces define
the configuration of the content
panes when users view, add or edit
any records
Workspaces are assigned to
Navigation Sets to be accessed by
each role
Workspace Types
•
•
All workspaces, including standard workspaces, are associated with
one of the following workspace types:
Answer
Incident Multi Edit
Quote
Answer Multi Edit
Opportunity
Quote Product
Contact
Opportunity Multi Edit
Service Opportunity
Dialog
Contact Multi Edit
Organization
Task
Incident
Organization Multi Edit
Task Multi Edit
You can create multiple workspaces that all have the same workspace
type
–
•
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For example, you could create several different incident workspaces if your
organization has a need for them
You can define one workspace that staff members use when working
with single records and a different one when they edit multiple
records simultaneously (multi edit)
Workspace Editor
Admin > Common >
Workspaces
• You can’t change
standard workspaces!
• Recommendation: add
folders for organizing
non-standard workspaces
• Workspace type is listed
in the Type column of the
explorer
– Recommendation:
include the
workspace type in
your custom
workspace name
• You can copy standard
workspaces to use as a
starting point for creating
a custom workspace, or
start from scratch
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Standard Workspaces
• If you do not specify
workspaces in a profile,
the standard workspaces
are added by default
• For incidents, there is a
second standard incident
workspace called
Incident-All. It contains:
– All fields and tabs of
the standard incident
workspace
– Product, category and
disposition fields
– Smartsense meters
for contact and staff
members
Standard Incident
Standard Incident-All
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Custom Workspaces
•
RightNow v8.0 gives you the flexibility to create your own custom workspaces,
specifying every aspect of each workspace
–
–
–
•
When you create a workspace, you define exactly what staff members see when
they open, add, and edit records
–
–
–
You can display or hide fields, toolbar buttons, tabs, and reports, positioning any of the
workspace elements wherever you want on the content pane
You can remove fields that are not needed, or hide fields that should not be seen by
certain users
You can protect/secure fields from editing
•
With simple drag-and-drop techniques and check box selection, you can create
distinct workspaces for working with each type of record in RightNow
•
In each profile you create for staff members, you can assign workspaces for
working with each type of record
–
–
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You can create as many workspaces as you need
If you have created custom fields, these fields will need to be added to your workspaces
Custom fields can be placed anywhere on the workspace
Different profiles can use different workspaces, but all staff members with the same
profile use the same workspace for each type of record
When you create an incident workspace, for example, and assign it to a profile, all staff
members with that profile see the same workspace when they view, add, or edit incidents
Workspace Design Elements
• Workspace Designer
Toolbar
– Contains buttons for
working with the
current layout
• Design Space
– Working area where
you drag/drop fields,
relationship items,
controls
• Toolbox
– Contains blocks for
creating custom
layouts, including
fields, relationship
items, controls and
toolbar
• Workspace Object Panel
– Specifies basic and
advanced properties
for the fields you
choose
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Workspace Properties
• A workspace can have unlimited rows, which are not
required to have uniform height
– The height of a row is determined by the tallest element in
any of its cells
• A workspace stretches to fit the size of the design space
– The final row fills the remaining height
– If a workspace’s height exceeds the height of the design
space, a vertical scroll bar automatically appears
– Fields and controls may span multiple rows or columns
• The advanced mode has a table control that allows you
to add tables and specify other formatting properties
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Working with the Toolbox
• Fields: pieces of
information making up a
record (contact, incident,
etc.) that change based
on the layout type being
edited
• Relationship Items: a
special type of control,
usually seen on a tab
– Can only be used
once on a workspace
• Controls: elements for
creating titles or other
text labels and inserting
reports, spacers and tab
sets
– In the advanced
mode, you can also
add browsers, panels
and tables
• Toolbar: allows you to
customize the content
pane toolbar, which is the
toolbar that staff members
see when they work on
records
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Workspace Object Panel: Common Editing
•
Hidden
–
Click the drop-down menu and select an option for making
the field hidden. The options are:
o
o
o
–
•
o
Note: On multi-edit workspaces, the options in the dropdown menu are True to hide the field and False
Label Text
–
–
Type the text to be displayed in the label for the field or
control
To allow the use of accelerator keys (Alt + <selected
character>), type an ampersand (&) in front of the
character you want to be the accelerator key
o
•
For example, to allow staff members to move the focus to a field
with the label “Last Name” by pressing Alt+l, type “&Last Name”
in the label text property
Column Span/Row Span
–
Type the number of columns/rows you want the field to
span
o
o
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Never — The field is always visible
On New — The field is hidden for new records, but visible on
subsequent edits
On Edit — The field is visible for new records, but hidden on
subsequent edits
On New and Edit — The field is always hidden
Note: There must be enough empty columns to the right of the
field in order for you to increase the number of columns spanned
by the field
Note: There must be enough empty rows below the field in order
for you to increase the number of rows spanned by the field
Workspace Object Panel: Common Editing,
continued
•
Tab Index
–
Type a value in the property to determine the order in
which fields and controls can be tabbed through on the
workspace
o
o
•
Read Only
–
Click the drop-down menu and select an option for
making the field read-only. The options are:
o
o
o
–
•
o
Never — The field can always be edited by staff members
who have permission
On New — The field is read-only for new records, but it can
be edited when existing records are opened
On Edit — The field can be edited on new records, but is
read-only on subsequent edits of the record
On New and Edit — The field is always read-only
Note: This property is disabled for the workspace’s
required fields
Spell Check
–
Click the drop-down menu and select a spell check
option from the following list
o
o
o
–
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The first field or control is 0, and each subsequent press of
the Tab key steps through the items in numerical order
You can set the tab index to whatever value you want, but
it makes sense to follow the order of the workspace fields
and controls for ease of use
False — The field’s spelling is never checked
True — The field’s spelling is checked when a staff member
clicks on the toolbar
As You Type — The field’s spelling is checked automatically
as the staff member types information in the field
Note: The As You Type option is available only for
notes and the incident thread
Assigning Workspaces to Profiles
Admin > Common >
Account Profile
• When you create profiles,
you can assign one
workspace for each
workspace type that staff
members can work with
• All staff members with
that profile use the same
set of workspaces when
editing records
• If you do not assign a
workspace for a record
type, RightNow
automatically defaults to
the standard workspace
for that type of record
when you save the profile
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Additional Tips and Tricks
•
RightNow requires certain fields for certain records, but you are not
prevented from saving a workspace that does not contain the required
fields
– You will want to be sure you have all the required fields for the workspaces
you create
– Required fields will appear in red text with an asterisk on the workspace
designer
•
If you make and save changes to a workspace that staff members
might be using at the moment, have them log out and then log back in
to be sure that all your changes are applied to the workspace
•
If you try to delete a workspace used in a profile, a message notifies
you that the workspace is associated with a profile and asks if you want
to continue
– If you delete the workspace, the profile reverts back to the standard
workspace for the workspace type
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For More Information!
• RightNow User Community
http://community.rightnow.com/customer/
– RightNow 8.1 Administrative Manual
http://community.rightnow.com/customer/documentation/8.1/man
uals/81_crm_admin_manual.pdf
– RightNow User Forums
http://forum.rightnow.com/rightnowuser/
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