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    [Delivered] Has the attachment been sent with the incident??
    Idea posted August 6, 2009 by DmitryLZSpecialist, last edited December 2, 2015 by eleepHero, tagged Agent Desktop, System Admin and Configuration 
    18593 Views, 60 Comments
    Title:
    [Delivered] Has the attachment been sent with the incident??
    User Story / Description:

    Current state:

    I can see if a file has been attached to an incident.  It does not mean that it was emailed to the customer.

    We can send the attachment to the customer 2 ways:

    1. Attach a file to the incident, then "check" it under attachment button

    2. Just attach a file to the email without attaching it to the incident.

    We train our CSRs to use #1 above, however, there is nothing in the Audit Log to indicate that a response that was sent contains an attachment.

    Desired change:

    We (RN users) should be able to see if the attachment was indeed sent to the recipient of the email, or if the agent that sent it simply forgot to "check" the box.

    Also, we should be able to report on

    • How many incidents have attachments.(incoming/outgoing)
    • How many attachments were sent to customers

    Impact:

    Analytics: Our sales teams frequently sends customers a "Guide" that helps the customer choose which product they need.  If we could report on how many times a Guide A was sent vs Guide B, it would be extremely helpful.

    How many of our incoming incidents have an attachment? - this would be an excellent data point.

    Customer Support: Agent can see right away that an incident was sent to the customer without an attachment and resend it.

    If we can report on attachments, we could also add it to the "view" so that looking at the list of incidents, i could see which ones have an attachments (just like i see them in Outlook)

    Training:  if we see a trend - one agent keeps forgetting to "check" the box - it's a training opportunity for that agent.

    Dmitry.

    Comment

    • Jens

      Hi Sven,

      We don't have all the details on this yet, but note that this Idea is specifically about tracking attachments for sent responses. Being able to associate attachments to threads is covered in this Idea (which I believe you are aware of already).

      Jens Lundell
      Oracle Service Cloud

    • Ralph Sunley

      I'm really looking forward to this functionality as I have issues where the agents sometimes send the wrong attachments with responses and at present I have no way of diagnosing that.  The current paperclip showing when an attachment was added to the system is downright confusing - this information can be seen on the Attachment tab anyway in the created column.

    • Jiju Dineshan

               I have  requirementwhere in I need to validate that whether an attachment has been added or not to the incident in console. But as per my initial analysis , File attachments or related objects are unavailable in javascript API , so I am unable to provide any kind of validation whether an attachment ha been addedfor the  incident or not ?Canany one suggest any solution for the same

      Thanks 

      Jiju

    • eleep

      Hi Jiju,

      The Idea Lab is for submitting and collaborating on product ideas and enhancement requests. If you have a question about how to accomplish something within the product, I'd recommend that you post your question in the User Discussion Forum or Developer Discussion Forum

      Thanks,
      Erica

    • Meng Yong Choo

      Hi development team,

      I see that this request was posted way back in 2009 and to date, ending of 2015; more than half a decade has passed and this is still not in place? 

      Best Regards

      MengYong

    • Kyle
      Paula Hempen said:

      Hello RNT, anyone home?  How is it that I see NO responses from you here?  Audit trails are essential and attachments in responses should be a no-brainer! Again another Idea Lab Orphan...you too can prevent bad customer experiences if only you take the opportunities handed to you by your customers.

      Paula

      View original

      Ha, there are a lot of great Ideas that are this old and just sit here. Actually, they're older than 2009 b/c they were requested before the Idea Lab was founded.

      We still don't have Dynamic Forms, agents can't manage incidents from their mobile phone, etc.

      What's frustrating is seeing Ideas that have few votes and been here for a fraction of the time get delivered. You regularly read comments from Oracle staff instructing customers to vote for an Idea in order to show support but the reality is this does nothing for its chances to see the light of day.

    • Jo Johnstone

      I must be one of lucky ones Kyle, as so far I've had at least three customer ideas reach the roadmap. I think sometimes some of the of the less 'liked' ideas are quick wins or were maybe already on the roadmap. 

      When you say agents can't manage incidents from their mobile phones, what functionality are you looking for? 

    • Kyle
      Jo Johnstone said:

      When you say agents can't manage incidents from their mobile phones, what functionality are you looking for? 

      View original

      Hi Jo, our agents need to be able to quickly respond to an incident to prevent it from escalating. Also, the time-to-close metrics aren't accurate because they measure when the agent could get to a device that had the client installed vs. sending the response from their phone.

      My Android phone (which represents over 70% of the mobile market) is essentially a brick when it comes to using Service Cloud.

      angry The frustrating part is that there's always been a simple solution and requires no special UI, app, etc. Allow agents to respond to the email notification to update an incident. Customers have been able to do this since the beginning but for some god unknown reason Oracle won't give this permission to agents. Makes no sense.

    • Sara Knetzger
      Kyle said:
       
      angry The frustrating part is that there's always been a simple solution and requires no special UI, app, etc. Allow agents to respond to the email notification to update an incident. Customers have been able to do this since the beginning but for some god unknown reason Oracle won't give this permission to agents. Makes no sense.
      View original

      Hi Kyle,

      I was just talking with one of our File Support Managers about this - that is exactly the functionality that she's looking for.  Her team manages most of their work via Outlook and she's looking for a way to update incidents via email.  Is there an Idea out here in the Idea Lab already asking for this functionality?  If so, I want to get my vote in right away.  I did a quick search but I couldn't find anything.

      Thanks!!
      Sara

    • Jo Johnstone

      Hi Kyle / Sara

      So the vision is the agent is not at a desk and they see an incident come in from a customer that they want to respond to via their Android phone. They would like to see the details of the incident and add a response that would update the incident and go straight out the customer via email?

      If this is the case it sounds like the new browser version of RightNow may be worth investigating. Or keep an eye out of an android version of iTAP in the future. 

      If it's just a case of you wanting to update the incident via mobile and not have the info sent directly to the customer, then OSN (agent collaboration is a great new feature) for non PCI customers. 

      Thanks

       

      Jo 

    • Kyle

      Hi Sara, I don't know if there's an official idea about this. I'd have to go digging through thousands of posts but I created a topic about this many, many years ago and it may have been prior to the Idea Lab.

      If there was a systematic, consistent process for considering and delivering Ideas based on customer support/comments then I'd take the time to officially submit one. But far too many sit here for 6+ years with the highest popularity and go nowhere.

      Regardless, I've had discussions with Oracle folks about this and have been told that agents could update an incident by simply replying to an email notification. However, for some reason I've yet to determine, they won't allow it.

    • Kyle
      Jo Johnstone said:

      Hi Kyle / Sara

      So the vision is the agent is not at a desk and they see an incident come in from a customer that they want to respond to via their Android phone. They would like to see the details of the incident and add a response that would update the incident and go straight out the customer via email?

      If this is the case it sounds like the new browser version of RightNow may be worth investigating. Or keep an eye out of an android version of iTAP in the future. 

      If it's just a case of you wanting to update the incident via mobile and not have the info sent directly to the customer, then OSN (agent collaboration is a great new feature) for non PCI customers. 

      Thanks

      Jo 

      View original

      Hi Jo, the Agent BUI doesn't work well on a mobile device. We've been using it (at least we've been attempting to us it) for over a year. We're now on the 15.8 release and we think we're at a point that we can offer it to some of our agents in a limited role where their incident management needs are basic, however this would apply to those on Macs and tablets but not mobile phones. There's no responsive design in the BUI so screen elements are small and tedious to navigate. Also, the BUI isn't very automated so it takes several more steps to send a response compared to the client version.

      What we need for the agent is exactly what's available for the customer. If a customer replies to the email notification that they get from an agent, they don't need to login, load a workspace, etc. Within that email the see the response and incident details. They simply reply to the email and this updates the incident.

      When the agent gets the email notification with the customer's update, they should simply be able to reply to it. This sends the response back to the customer and changes the incident status to its current default when a response is sent.

      Again, I've been told this can be done and fairly easily. And yet I've never seen/heard any explanation as to why Oracle won't allow agents to quickly/easily do this. SMH.

    • Kyle
      Jo Johnstone said:
      If it's just a case of you wanting to update the incident via mobile and not have the info sent directly to the customer, then OSN (agent collaboration is a great new feature) for non PCI customers. 

      Thanks

      Jo 

      View original

      Hey Jo, the reply from the agent needs to be sent back to the customer. OSN Collaboration wouldn't work in this case but its funny you brought this up. There's a lengthy discussion here in the Community about Collaboration and the challenges customers face in deploying. One of the major hurdles is ease of use, especially from the role of the person being invited to collaborate. We've tried to deploy Collaboration several times but it fails each time because of one missing feature. If I'm an agent and I invite someone to collaborate, that person receives an email. Guess what happens if they reply to that email with their answer... nothing.

    • Kyle
      Kyle said:
      Jo Johnstone said:

      Hi Kyle / Sara

      So the vision is the agent is not at a desk and they see an incident come in from a customer that they want to respond to via their Android phone. They would like to see the details of the incident and add a response that would update the incident and go straight out the customer via email?

      If this is the case it sounds like the new browser version of RightNow may be worth investigating. Or keep an eye out of an android version of iTAP in the future. 

      If it's just a case of you wanting to update the incident via mobile and not have the info sent directly to the customer, then OSN (agent collaboration is a great new feature) for non PCI customers. 

      Thanks

      Jo 

      View original

      Hi Jo, the Agent BUI doesn't work well on a mobile device. We've been using it (at least we've been attempting to us it) for over a year. We're now on the 15.8 release and we think we're at a point that we can offer it to some of our agents in a limited role where their incident management needs are basic, however this would apply to those on Macs and tablets but not mobile phones. There's no responsive design in the BUI so screen elements are small and tedious to navigate. Also, the BUI isn't very automated so it takes several more steps to send a response compared to the client version.

      What we need for the agent is exactly what's available for the customer. If a customer replies to the email notification that they get from an agent, they don't need to login, load a workspace, etc. Within that email the see the response and incident details. They simply reply to the email and this updates the incident.

      When the agent gets the email notification with the customer's update, they should simply be able to reply to it. This sends the response back to the customer and changes the incident status to its current default when a response is sent.

      Again, I've been told this can be done and fairly easily. And yet I've never seen/heard any explanation as to why Oracle won't allow agents to quickly/easily do this. SMH.

      View original

      Related story to drive this point home. A year ago this past summer I attended the CRM Evolution Conference in New York. I sat in on a maxed out session listening to the director of customer service from Ask.com talk about how they overhauled/improved their customer service strategy.

      Ask.com used to be a RightNow customer. Their director leading this session was fairly new (I think he'd been in that role for about a year). He explained to the audience that one of the first things he did was replace RightNow/Service Cloud. To explain why he held up his mobile phone and said "My employees need to be able to respond to incidents with this. They can't do that with RightNow and I got tired of waiting".

      It's been 6+ years since I submitted the Idea to provide mobile support for agents and we're still waiting. But how many times we go to a RightNow conference, session, etc. and listen to someone from Oracle say that if you're not providing mobile support you're dropping the ball.

    • Jens

      I would like to let you all know that this feature is Delivered in the November 2015 release of Oracle Service Cloud. It functions like I described in my May 13, 2015 post.

      As before you can add attachments to an incident, and you can also add existing, and new attachments, to an incident response.

      With the new functionality, if you add a new attachment to a response, and send, that attachment will be listed in the Attachments control. Also, once you add new or existing attachments to a response, and send, the paper clip in the response thread will show the sent attachments. It will look like figure 1 in the attached file.

      If you add attachments to the incident while adding a response, but you don't send the attachment the paper clip will show the attachment, but in a separate section, see figure 2.

      Once you upgrade to the new version attachments will be tracked and the system can correctly categorize the attachments as "sent" or "not sent". However, for responses created before the upgrade the system will not know if the attachments were sent or not, a new header will clarify that, see figure 3.

      Altogether these changes accomplish three things:

      1. Allow you to see which attachments were sent in a response
      2. Improve the clunky workflow of adding attachment to responses, see http://communities.rightnow.com/posts/789610707b
      3. Clarify the paper clip UI so when you add an attachment to an incident it doesn't look like it was sent in a response (see Jason's post above and my response to it)

      Jens Lundell
      Oracle Service Cloud