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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 
    379657 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

      Proof that the drink really did happen! Thanks for the Shirley Temple, Kyle! Umbrella and everything (drink unfortunately not shown) - but post drink smiles definitely added. My saliva was pink for a week afterwards..... :/ 

       

      Proof.png (286KB)
    • Kyle
      DaveF said:

      Proof that the drink really did happen! Thanks for the Shirley Temple, Kyle! Umbrella and everything (drink unfortunately not shown) - but post drink smiles definitely added. My saliva was pink for a week afterwards..... :/ 

      View original

      Ha! I'm not even going to ask where these photos are stored. But those were legit Shirley Temples and you're right about the pink coloring staying with you. More importantly we had some great conversations throughout the conference and as always thanks for taking the time to talk. For me it's the ability to have this open, face-to-face (or glass-to-glass) dialog with Oracle folks and customers that makes the conferences worthwhile. yes

      You know, it's too bad there aren't photos of our first get-together many (many) years ago when we met in Bozeman during the service admin training. Back then the conversation took place at the Montana Ale Works and if there was a photo of us there would be a lot fewer gray hairs! Somehow all those years bounced off of Susie and doubled up on me. laugh

    • January Fredericks

      Nice snap of you guys! Glad you enjoyed those Shirley Temple's. Sorry that I missed it this year, but hope to see you at the next one. 

      And we really should've snapped a picture of our class at that Bozeman training. (All three of us!) Who knew it would have been so epic, all these years later?

       

       

       

       

    • Barrilito van Dijk

      Hi Kyle, Dave,

      Nice photo, good to see promises were kept wink

      And good to see it brings a smile, face to face always works for a good discussion!

      Cheers!

    • Susie

      Aw Kyle- you are too sweet ;-)  I am glad there are no pictures from the Bourbon room to share - but I do wish I had those pictures from our M hikes during our training 11 years ago.

      It was so great to meet customer at the CX Summit that I am already excited about next year!  

      -Susie

    • Craig Hevey

      Any further on this?

      I currently support our Customer Portal including many AaQ pages - was much easier and more maintainable to just create multiple ask.php pages with minimal php inside then one large dynamic page.

      What would be ideal is a GUI form designer. Select create page, assign product name and/or category and then drag and drop in custom fields, custom object fields and widgets (as you can do with controls in desktop workspaces/scripts).

      My customers are looking into 3rd party form builder products so they can manage them themselves and then we'll have to create an integration to Service Cloud with APIs...if Service Cloud came with a user-friendly GUI then I would guess the vast majority of customers would be much happier.

      I can quickly and easily administer agent desktop, browser ui, etc - but for me to administer the customer facing product I still have to work in code for everything. Surely the customer experience side of a CX product should be the simplest and quickest to build/deploy.

      Craig

    • Kyle
      Craig Hevey said:

      Any further on this?

      I currently support our Customer Portal including many AaQ pages - was much easier and more maintainable to just create multiple ask.php pages with minimal php inside then one large dynamic page.

      What would be ideal is a GUI form designer. Select create page, assign product name and/or category and then drag and drop in custom fields, custom object fields and widgets (as you can do with controls in desktop workspaces/scripts).

      My customers are looking into 3rd party form builder products so they can manage them themselves and then we'll have to create an integration to Service Cloud with APIs...if Service Cloud came with a user-friendly GUI then I would guess the vast majority of customers would be much happier.

      I can quickly and easily administer agent desktop, browser ui, etc - but for me to administer the customer facing product I still have to work in code for everything. Surely the customer experience side of a CX product should be the simplest and quickest to build/deploy.

      Craig

      View original

      At this point I've pretty much given up on the Idea Lab and no longer support or contribute to it. Look how far back this one has gone and how many product managers have come/gone since its inception. The fact that Oracle uses dynamic form functionality on their own AAQ page while we're still stuck in a static, code-only view pretty much says it all. I've checked out several competing CRM products over the past year and only Oracle Service Cloud is still a decade behind in its customer facing pages when it comes to deployment and administration. Every other vendor offers a drag and drop, declarative design option which includes dynamic field functionality. Adding salt to the wound is the ability to add multi-select field options.

    • Craig Hevey
      Kyle said:

      At this point I've pretty much given up on the Idea Lab and no longer support or contribute to it. Look how far back this one has gone and how many product managers have come/gone since its inception. The fact that Oracle uses dynamic form functionality on their own AAQ page while we're still stuck in a static, code-only view pretty much says it all. I've checked out several competing CRM products over the past year and only Oracle Service Cloud is still a decade behind in its customer facing pages when it comes to deployment and administration. Every other vendor offers a drag and drop, declarative design option which includes dynamic field functionality. Adding salt to the wound is the ability to add multi-select field options.

      View original

      I completely agree...but thought it worth one last go!!

      I can't raise a support SR because it's not a technical issue, it's pointless raising it on a forum because it's functionality that doesn't yet exist and the only place is the ideas lab and we all can see how long this thread has been going on for with no further news forthcoming.

      I understand that Oracle wanted to rebrand and rebuild RightNow as Service Cloud and I'm guessing the entire developmental time is being spent enhancing the Browser UI with the end goal to have a Java-based product...but as you and I both agree, they clearly need to put some time, effort and resource into the customer facing GUI...as you said, all of the competitors are way ahead in this and it's the CX that counts!!

    • Danette Beal

      Hi Guys,
       
      I've read through this thread and I wanted to chime in.
       
      Let's address the elephant in the room. This thread is going on 8 years, rough! You guys bring up a valid point on the length of time this has been out there and the lack of movement on the thread. Although I cannot speak for all the nuances in the product over the past 8 years and why this one hasn't made it to delivery yet, I can speak for the Idea Lab.
       
      Product Managers do read these threads and review the ideas often. They review them internally, pass emails back and forth and they do pay attention to new comments posted. With that said, our team understands that idea lab is not fully serving the needs of the community and there are communication gaps that have caused members of the community to become very frustrated.
       
      Although I wasn't here during the inception of the idea lab, I do not think the original goal for the idea lab was for it to become a place to discuss how ineffective the idea lab is. Because of this, our team is currently reevaluating and reviewing the goals of the idea lab and how best to move forward. In going through this exercise many important questions have been posed that we are currently working through. Feedback from the community of people using the product daily is critical to the success of the product. We want to keep this channel of communication open but in a capacity that is beneficial to both teams within Oracle as well as the community of members who use the product. Currently, this balance seems to be off. It is important to know, our teams want to deliver functionality the community members need and want however this is not always an easy process. [I know what you are all thinking 'blah blah blah be quiet Danette', but it's true]. The idea lab evaluation is a difficult one as well. There are many gray areas to consider in the evaluation and we want to do it right. Because of this, we're taking our time to consider all options and vantage points with the intent of satisfying as many people as possible.
       
      Our ask of the community is to keep speaking to us. Feedback is essential and critical. Although we cannot force you to share your thoughts, we encourage you to do so. I would also like to know from community members what each of you expects from the idea lab. What is your ideal idea lab experience? In a fantasy world, I think we would love every idea to become functionality, but knowing this won't happen, what is your realistic expectation.
       
      Please feel free to DM me directly with this and not respond directly to this thread so we don't kill Kyle's cause.
       
      Regards,
       
      Danette, Community Manager

    • Craig Hevey

      Hi Danette,

      From my perspective the elephant in the room isn't the Idea Lab (I regularly scour through) or the length of time this thread has been open but more that fact that, as a CX product, Service Cloud doesn't have a great interface to build, administer and deploy Customer Portal pages and is behind in this respect to many of it's competitors. The UX admin & design for Agent Desktop has improved greatly and the Customer Portal functionality in itself is great and very powerful...however the administration and design side of CP still being wholly in code is very cumbersome. Brilliant putting lots of new functionality into portal such as Communities and Twitter feeds, etc but as it all still has to be administered by WebDAV access to files and coding widgets into PHP pages then it's adding to the complexity.

      There used to be a Dreamweaver plug-in that helped to a degree but that was revoked some time ago.

      My users want to be able to administer the Customer Portal as simply as they can administer Agent Desktop but as they currently have to do everything in code they are now looking into other products to build online forms which would be a shame.

      I have tweeted @OracleServiceCloud and @OracleCX with regards to dynamic forms using a declarative GUI. Have had an initial response and awaiting further reply.

      Regards

      Craig