Introduction
Integration
Presented by
David McCurrach
Manager, Professional Services
Mike Zinne, Project Manager
Professional Services
Integration
Integrating RightNow Web with other
solutions allows companies to take
advantage of:
• RightNow’s Industry-Leading Self-Service
Solution Functionality
• Global Alliances
• Extract Value from Your Customers
RightNow Technologies
Global Alliances
Key Considerations
• Which current and future applications need
to share information?
• How should these applications work
together?
• Which fields need to be shared between
applications?
Primary Methods of
Integration
Four Primary Methods:
• Application Bridge
• Application Programming Interface and
Event Handlers
• Redirecting the Ask a Question Page
• Data Transfer Utilities
1. Application Bridge
2) Application Programming
Interface and External Events
• Supports the same events as the
application bridge
• Most flexible method of integration
• C-code-based
• Ability to create, update, read, and delete
customers, companies and incidents
3) Redirecting the Ask a
Question Page
Simply setting a configuration setting to
redirect the Ask a Question tab to another
Form.
• Easy to Implement
• Low Cost
• Little to No Custom Development
4) Data Transfer Utilities
Bulk Import and Export of Data
• Kimport
• Kexport
• Support of Commonly Used CSV Files
Examples
Completed Integrations
Example
Onyx Integration
Future Integration
Enhancements
• XML Support in the Application Bridge
• XML Support over the Web
• Login Integration Support
• Universal Queue (ACD) Integration
• Increased Documentation
Questions?