Oracle RightNow

Quick Reference Guide

Using RightNow

Background
When a customer emails one of our email addresses (i.e. connections@sydneywater.com.au), their email
is directed to Oracle RightNow and becomes an Incident.
The customer receives an automated response with their Incident Number, and the email is placed in a
Queue for the Connections Team to resolve.

Email used Category Assigned Queue

connections@sydneywater.com.au Application Applications (BCR)

complying@sydneywater.com.au Application Applications (BCR)

businesscustomers@sydneywater.com.au Depending on email subject Backflow, Connections (all)

BOS/Conveyancing, Admin, Financial
Adjustment, Application, Wastesafe

backflow@sydneywater.com.au Backflow Connections (all)

wastesafe@sydneywater.com.au Depending on email subject Connections (all)

Wastesafe, Wastesafe Complex

workStream@sydneywater.com.au workStream Request Connections

(BCR/SAWC)

sydneywatertapin@sydneywater.com.au OTC TBA

1. Log In
To login, go to https://sydneywaterconnections.custhelp.com/cgi-
bin/sydneywaterconnections.cfg/php/admin/launch.php (Bookmark this to your favourites)
Select Install Oracle Cloud Service.

Enter in your Sydney Water User ID and Sydney Water LAN password for the Proxy and press Continue.

Enter in your Oracle User Name and password. Ensure your interface says sydneywaterconnections,
and press login.
 2. Dashboard Navigation

You should have two icons on the lower left of your Dashboard Contacts and Incidents.
Contacts lists every person who has emailed Oracle RightNow previously.
Incidents lists all the emails/incidents, and mailboxes. This is the view you will use to manage emails.
Selecting the icon opens that view.

3. Incident Navigation
Different profiles have different views of Incidents, but generally the following options will be available on
the left of your Dashboard.

Incident Inboxes and Queues

To see Incidents already assigned to you, select Users Inbox on the lower left.
Incidents Connections Only Unresolved - to see all the Incidents sent to the team
My Incidents gives you a history of all your incidents

Opening the Incidents-Connections Only Unresolved allows you to see all unresolved emails

Selecting the Auto Filter allows you to filter all the Unresolved incidents by the available columns.

If you need to assign an incident to yourself, select it, and then select the Assign Icon on the upper left.

Youll then be asked to locate the person to assign the incident to from a list.
The Connections accounts are BCR, CSO and Manager/Scheduler.
Note: all Incidents have a clear audit trail, and re-assigning is clearly visible to all parties. Only re-assign an
incident if it is clearly for the other person.

4. Searching for Incidents or Customers

Selecting the Quick Search drop down on the upper right allows you to search by Incident Number or
Customer Email address, to quickly locate a customers email.
 5. Managing your inbox and incidents
To fill your inbox, select the Fill Inbox button on the upper middle.

A total of 10 incidents will be assigned to you.

To open an email/incident, double click with your mouse.
The customers email will be on the right, your response pane will be on the left.

Viewing the Customers attachment

Select the Attachments tab to view.

Searching the Knowledge Base

If you are unsure of the correct response to the customer, use the Knowledge Base before asking another
team member.
Either open the link http://sydneywaterconnections.custhelp.com/app/home to search directly or click once
on the Search Knowledgebase Button

Type in your search word/s and press enter any results will display.
Select View on the right of the answer to open one.

You can cut and paste directly into the email, or close this answer and then select Add as Text to paste
contents directly into the email.
Using Standard Text Responses
Generic emails (such as customer providing a copy of their Backflow Test report) have standard text
responses available.

To insert one, select the Standard Text button.

Select Connections, and then choose the response that applies.

Press OK to insert.

Finalising the email reply

When youve entered your response, press the Send on Save button.
Adding Attachments
Now, the attachment icon will be available if you need to add an attachment (such as a form)

Creating a copy to add to CMS

You will need to BCC yourself into any response that has to be added to CMS.
If the BCC window doesnt appear, select Options.

Remove the tick from CC, and tick the BCC box. Press OK.

Select the BCC button

And choose your name from the pop up window and press OK

Choose the Disposition

Before sending, you will need to pick the Disposition (what the email was about). Select the Disposition
drop down.

Now choose the closest description of the email type from the list.
Sending the response to the customer
Change the Status to Solved, and press Save and Close on the upper left.

6. Other Functions
Reassigning to another user or user group.
If the email has been assigned to you incorrectly (i.e it was addressed to someone else, or performed by
the CSOs or BCRs), select the Assigned drop down.
Choose either the user group (BCR or CSO) or the individual user to assign it to.

Ensure the response pane is blank (delete your Business Card if its there)

Select Save and Close on the upper left.

Forwarding the email to another user outside of Oracle
Ensure your response pane is blank, then select the Forward button on the upper left.

Type the address of the person you need to send the email to.
Input any text in the Comment section then press send on the lower right.

If the incident is now solved - Change the Status to Solved, and just Save and Close on the upper left.
If you need to wait for a response Change the Status to Waiting, and Save and Close on the upper left.
Reassigning Application Documents to the right place.
If the incident you have is actually a customer providing documents for their application, just move it to the
Supporting Docs Queue.
Select the Queue drop down.

Change the Queue to Supporting Docs for Application

Ensure you dont have a response in response pane.

Now Save and Close.

Reassigning an incident to the Contact Centre

If a customer has emailed us by accident with a general enquiry, you can re-assign this to the Contact
Centre. Select the Queue drop down.
Select the OnTap Queue

Ensure you dont have a response in the response pane.

Now Save and Close.

7. Proposing a new Knowledge Base documents or Standard Answers

If you have received an enquiry which was not in the Knowledge Base, you can propose it as new
document by selecting Propose from the top tool bar.

Proposing a Knowledge Base Document

An edit panel will open.

You can make edits within this panel, and press OK to send this for review.
Once accepted by your manager, this answer becomes available for all users.

Proposing a new Standard Answer

Contact either your Manager, or System Admin (currently Sara Raishbrook) with your Standard Answer
response. They will be able to add this into Oracle and advise you when complete.