Enhancement Request: Send Engage Messages to RightNow through Automation (Doc ID 2251529.1)

Last updated on APRIL 26, 2017

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Goal

Problem Description
---------------------------------------------------
User is looking into the possibility of utilizing the 'Send to RN' feature for customer service related messages, so all customer support emails/messages, etc., are dealt with within the RightNow CX console. At the moment, the process of 'Sending to RN' from Oracle SRM is very much a manual process. Is it possible to, and if not are there plans to, allow for this feature to be automated based on a particular automation label? For example, if a message comes in with the label 'Customer support', have it automatically forwarded straight to RightNow CX without any user intervention?
 

Solution

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms