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    [Under Consideration] Dynamic form functionality for Ask a...
    Idea posted June 23, 2009 by KyleLegend, last edited October 8, 2014 by Jeremy KembelApprentice, tagged Customer Portal, System Admin and Configuration 
    379682 Views, 85 Comments
    Title:
    [Under Consideration] Dynamic form functionality for Ask a Question page
    User Story / Description:

    This idea has been around for awhile and I'm guessing we'll get closer to it now that CP is emerging. When discussing it with RightNow we refer to it as "dynamic forms". Think of it this way... you're at the Ask a Question page and the first field at the top is the product (or category). Based on the product that's selected the entire form can change. You can literally custom capture unique incident information based on that product. For instance, let's say you're an IT help desk and your topics (products) include Hardware, Software, Networking Issues, Email, etc. If the end-user selects Hardware then the form changes and includes fields about the type of peripheral device, serial number, warranty info, etc. If it's a software issue then the form contains fields about the software title, version, license number, etc. Networking Issues may include questions/fields about connection speed, type, firewall enabled, etc. There are endless uses for this type of functionality especially when you factor in what you could do with the analytics behind it.

    Again, I'm hoping we're closer to seeing this feature within CP but that would be under the caveat that it's generally available and can be configured via a menu system rather than having to dive in and massage the code.

    Comment

    • DaveF

      Thanks Kyle - it is a capability that can be built out fairly easily in CP today - but as you guessed - requires coding. 

       

      How would you envisage the menu system working? Would something like the contextual rules editor for workspaces (which currently handles hide and show actions) be something that you would like to see packaged in CP - or is there another mode of interaction that you are looking for? Any other requirements from others interested in this feature?

    • Kyle

      DaveF wrote:

      Thanks Kyle - it is a capability that can be built out fairly easily in CP today - but as you guessed - requires coding. 

       

      How would you envisage the menu system working? Would something like the contextual rules editor for workspaces (which currently handles hide and show actions) be something that you would like to see packaged in CP - or is there another mode of interaction that you are looking for? Any other requirements from others interested in this feature?


      Hi Dave, if you can get Dynamic Forms to be set up along the lines of contextual workspace rules I think that would be great since the processes would transfer across to one another. Initially when I thought about this years ago it was driven by the product/category values but now with workspace rule behavior I'm guessing you can offer more display options/actions.

       

      Thanks for the follow up. 

    • Danny

      This is a request I've had many times. We have 20 different departments accepting support requests through AAQ. We cannot display custom fields for those departments, because they are either displayed or not displayed; what we need to do is display them if a particular category is selected.

       

      Such a menu scheme would be easy to implent in JS, but it's extremely difficult to do by editing the classic pages.

    • CrystalC

      Hey There,


      We currently have this in use on our end-user pages and we love it (www.wizards.com/customerservice). Though our custom fields are outrageous and hard to administer. The important thing when asking for this is the ability to administer these forms yourself. We had an admin tool created for us so we can create custom fields and forms on the fly. Some features:

       

      • The forms are linked to topics and sub-topics. For example our main topic would be Magic Online, for that topic we would only want your Magic Online User Name. But if you choose the topic/sub topic of Magic Online>Submit Bug we would ask for your User Name, Steps to reproduce the bugs, etc....
      • Fields can be used on multiple forms and can be required on some forms and not another.
      • The forms populate the custom fields in the incident workspace AND within the message thread itself so it's easy for the reps to view the details
      • Direct links for the forms are given in the admin tools so we can directly link users to the forms they need within an KB answer or in game chats.

       

      We had to have the customization done by professional services and I'm not exactly sure how it will work with CP.

    • Kendoji
      We've been looking for this feature as well - please make it happen! :)
    • Chris Boomgaard

      We've also been after what Kyle calls "Dynamic forms" for a long while.  I'm anxious to try and begin experimenting with CP, but we're only on Aug 08 release.

       

      It sounds like recommendation is to use Pro Services to get started and then leverage after they did first "Dynamic form" by Product or Category. 

       

      Would there be issues if we wanted to do both in the same interface?  With upwards of 200 products and 80 categories this functionality is a high priority for us.

       

      Chris

    • DaveF

      Caboom - no - you could build dynamic behaviors off of any field or field value (and have multiple dynamic actions). The basic approach to building out a dynamic behavior in CP (when building custom widgets) is the the following:

       

      * In your widget logic, listen to the 'event' being fired by a widget (out of the box widgets fire a series of events and have a series of events that you can subscribe to - for your own widgets you would have to build out an event bus to process events).

       

      * Manipulate your CSS to hide or display DIVs containing the fields that you want to add or remove.

       

      I have a tutorial outlining how to build this stuff out on the Developers community for those of you with an interest in understanding how to build this stuff yourself (and are not put off by code examples).  (http://devforum.rightnow.com/rightnowdev/board/message?board.id=CustomerPortal&thread.id=360)

       

       

      I don't want to deflect this away from the dynamic forms discussion - and how we can make dynamic forms easier to build out. Sounds like a few of you like the idea of an interaction mode that is similar to the Contextual workflow editor - any other creative ideas about how this can be delivered and packaged for those of you looking to build and manage these interactions without dipping into code?

    • June17
      We have been using dynamic forms for over 3 years.  We had professional services do the work.  It's a nice feature we have, we are able to design the forms as needed by product and category.  Our company has over 100 forms and could not function without them!
    • MMorris

      We too have this as a Pro Services customization, but it would be absolutely amazing if we could configure it ourselves using a tool like the Contextual Workspaces editor.  With that type of interface we could drag and drop fields and objects where we want them on the page and use rules to control what fields appear, disappear, and/or become required based on specific triggers.

       

       I think the Contextual Workspaces editor was the best piece of new functionality incorporated into RightNow ever, and to have the equivalent function on the end user side would be equally fantastic.

    • Sandy

      Will some of you who are commenting on wanting this capability let us know what your roles are within your organization?  Are you RN administrators, members of IT staff, or customer service/contact center operations managers?  We'd like to know more about the types of people who would like to access and configure "contextual" CP pages.

       

       Please keep your comments coming on what you'd like to do using this capability so we understand more about your requirements.

       

      Sandy

      RightNow Product Management Team

    • Kyle

      Sandy wrote:
      Will some of you who are commenting on wanting this capability let us know what your roles are within your organization?  Are you RN administrators, members of IT staff, or customer service/contact center operations managers?  We'd like to know more about the types of people who would like to access and configure "contextual" CP pages.

      I'm a RN uber admin. I oversee the deployment, support, and training for our 35+ implementations. We wasted thousands of dollars in USCs when trying to get this functionality implemented a couple years ago so it would be great to have it available soon!

       

      Thanks Sandy.

    • jequita1
      I have a unique role in this entire subject. Having worked for RightNow and now working for a RightNow Customer.

      While working at RightNow one of the most requested customizations in Classic pages was the Dynamic Form functionality both for searching and asking a question. It allowed a modified version of conditional answers before actually getting into an answer and also in some cases modified ask a question.

      Customers were categorized and presented information by business driven needs be it contact or org profile based on products, type of incident or contracts.

      Crystal was actually one of my customers thus the Wizards tool not to mention quite a few other customers who had PS do this work based on need or recommendation recognized as a need. So I know both Technical and Non Technical resources need this capability.

      Now that I work for a RightNow customer I see an immediate need as they have a complex product category structure that confuses many that could be improved with a dynamic ask a question. Dynamic forms are a must and I will be working on widgets as soon as I get content cleaned up and end user pages redesigned.

      So role now is RN Admin - Business Advisor - not a member of IT staff. And role before was Business Advisor - not a member if IT staff. And as Kyle said CP for Dummies! Definitely the flavor of product I would request.
    • Kyle
      The day that Dynamic Forms is released I will begin upgrading all of our 35+ sites. While this will be a massive PITA to do so, it will be well worth the headaches and hardships to have this functionality.
    • Benji (SCEA)

      Hi Benji Sasson from Sony PlayStation here,

      title is roughly that of an RNT administrator but with a heavy leaning towards engineering and coding in php, JavaScript and flash. I report to the Sr Manager of Technology and Director of Customer Services.

       

      Kyle - Thanks for posting this as an idea. Like many we've dabbled with JavaScript and php customizations of the AAQ  page to create the experience that we'd like.

       

      As we're only just upgrading now to 9.5 and CP I am excited to get the hang of event based CSS manipulation.

       

      Ultimately we'd like for the behaviours with the form to dictate the next element on the form available for interaction and then ultimately capture all that we need to make an incident as useful as possible and increase our first contact resolution.

       

      We have been heavily reliant on the incident processing rules to effectively make an 'auto response' template for our email representatives as they inevitably need a set script of information that we cannot ask for up front in AAQ as it doesn't match all queries.

       

      I am looking forward to extra information from Dave about the progress and if there has been a tool build around dynamic form yet to make them easier to build than generating a custom event bus. Eeeek!

    • Danny

      Yes, probably my top request from departments. Can we have these fields when this sub-category is selected, and can they be mapped to these fields in the incident record?

      We may never get to CP - although the redesign in Nov 09 may finally give us what we need to do that; but even then, this is something that needs to be easy to implement.