The Oracle RightNow adapter combines web, social tools, and contact center experiences for a unified, cross-channel service solution in Oracle Cloud, enabling organizations to increase sales and customer acquisition, build trust and strengthen relationships, and reduce costs and effort. The RightNow Cloud Service enterprise platform provides transparent reliability, unmatched security, and successful delivery of the mission-critical customer service and support. It is a key component of the Oracle RightNow product family.
Today, there are thousands of enterprise customers across the globe and across different industry verticals that use Oracle RightNow Cx for providing superior customer experience across multiple channels including web, contact center, social and others.
These channels empower customers to easily self-solve issues from anywhere through the web, collaborate support issues on products through social channels such as Facebook and, most importantly, manage timely resolution of incidents across all channels.
To maximize ROI in SaaS assets, enterprises need to ensure that the data in their individual SaaS and on-premise applications are accurate, up-to-date and integrated.
For example, enterprises can streamline operations and deliver real-time scheduling of field technicians for services through Field Service integration with on-premise or SaaS Applications such as E-Business Suite, TOA ETADirect and other integration with SaaS applications such Oracle Sales Cloud or Salesforce.com can ensure that the enterprise sales personnel have complete visibility into the customer experiences when they talk to their customers and prospects. Similarly, integration with bug tracking applications such as Jira or Bugzilla helps manage end-to-end resolution of customer-reported issues from start to finish.
Oracle RightNow Cx exposes various integration capabilities for desktop extensibility, data integration and web integration. Data integration capabilities of Oracle RightNow Cx enable real-time access and synchronization of data with other SaaS and on-premise applications. Oracle RightNow Cx exposes a web services platform called Oracle Cloud Connect Web Services for SOAP — a set of SOAP-based services that can be used to securely access and modify data contained in the Oracle RightNow Cx platform. It is a backward-compatible, public API that enables customers and partners to integrate with the Oracle RightNow Cx platform using industry leading standards such as WSDL 1.1 and SOAP 1.1. It provides broad support for a wide variety of languages, platforms, and tools.
The Oracle RightNow adapter leverages this web service platform to offer seamless connectivity and simplified integration with the Oracle RightNow Cx. Using the Oracle RightNow adapter and the SOA Suite platform, customers can avoid high costs of development, QA, maintenance and upgrades associated with developing custom point to point integrations with other applications.
The Oracle RightNow adapter supports custom attributes (new RightNow concept custom attributes and custom fields with the default c package) in business objects to make use of the Oracle RightNow application’s support for custom attributes. Note the following details:
Custom attributes and custom fields are visible in a hierarchal structure in the mapper. For example, assume you create an integration in which you select the Contact business object on the Request page of the adapter configuration wizard. If you then go to the mapper, and expand the Contact element, an element called ContactCustomFields is displayed. If you expand this element, you see that custom attributes are visible in a hierarchal structure in the tree. Custom attributes are also visible as part of custom packages in the mapper.
If you have a prebuilt integration from an earlier release of Oracle Integration Cloud Service that contained business objects that now support custom attributes, those attributes are now visible in the mapper after you regenerate the artifacts for the integration. However, they are not displayed in a hierarchal structure, but rather the flat structure of previous releases (not under any package).
Custom attributes are also visible in the generated artifacts that you can download.
The Oracle RightNow adapter supports the RightNow Object Query Language (ROQL), which supports querying data using QueryCSV. This enables you to retrieve data in a tabular format.