Oracle Service Cloud - Fixed Scope Implementation Presentation

1Copyright © 2014 Delivery Centric Pty Ltd | Excellence Delivered, Value Realized™ | 11Copyright © 2014 Delivery Centric Pty Ltd | Excellence Delivered, Value Realized™ | 1
Oracle RightNow CX Cloud
Service
Fixed Scope Implementation offering

2Copyright © 2014 Delivery Centric Pty Ltd | Excellence Delivered, Value Realized™ | 2
EXECUTIVE SUMMARY
• This is an overview presentation of a “Fixed Scope Offering” from Delivery
Centric for the implementation of the industry leading Oracle RightNow CX
Service Cloud solution
• We have strong and experienced team of skilled and certified Consultants
with a proven track record of successful implementations over the last 10
years
• The Oracle RightNow CX Service Cloud solution, along with our fixed scope
offering for the implementation brings to you quick ROI at minimum risk
• The following presentation gives insight into our fast track methodology,
proven tools and expertise that will ensure the successful deployment of
the solution in the given timeline and budget

Agenda
• Business Objectives
• Proposed Solution
• Implementation Approach and Scope
• Implementation Methodology and Deliverables
• Project Plan
• Project Team Structure
• Roles and Responsibilities

Business Objectives
• Improve Cross Channel Customer Experience
• Increase sales and adoption, build trust and strengthen relationships,
and reduce costs and effort.
• Transparent reliability, security, and total Cloud freedom for mission
critical customer experience delivery
• Foster innovation by freeing up skilled IT staff and refocus resources
on the core business
• Improve agility with flexible tools and a scalable platform
• Unifying cross channel experiences to strengthen customer
relationships, improve resolution rates, and increase sales

Oracle's 3-Step Customer Experience Approach
For Helping You Differentiate in the Market place

Let Oracle Connect the Dots for you

With A Complete Cross-Channel Service Solution

Service is the Key to Oracle's Complete CX Portfolio
For Helping You Differentiate Your Brand

Scope of Work
• RightNow Web Experience
• Oracle RightNow Web Self-Service
• Oracle RightNow Guided Assistance
• Oracle RightNow Email Management
• Oracle RightNow Mobile
• RightNow Contact Center Experience
• Oracle RightNow CX and Fusion Sales
• Oracle RightNow Dynamic Agent Desktop
• Oracle RightNow Multi - Channel Solution
• RightNow Engage
• Oracle RightNow Analytics
• Oracle RightNow Knowledge

Configuration in Scope
Description Quantity
Creation of Staff Accounts, Profiles 25
Custom Fields 20
Workspaces 5
Navigation Sets 5
Login lP Restriction 1
Customer Portal Branding 1
Knowledgebase Articles, Answer Access Levels, Answer Variables 100 articles, 2 Access levels, 1 Variable
Process 1
Guides 5
Answer Stop Words, Priority Words 50, 10
SLA 2

Configuration in Scope
Description Quantity
Holidays 5
Custom Fields 20
Products, Categories, Dispositions 25 products, 25 categories, 5 dispositions
Queues 10
Standard Text 100
Incident Stop Words 50
Incident Creation Process and Business Rules 1 process, 20 rules

Common Components
• Installation & Logging In
• Navigation Sets:
• assigning navigation sets to profiles;
• modifying navigation sets;
• Menu Items:
• Countries, Org Address Types, Contact Types, Countries & Provinces
• Workspaces:
• Modifying workspaces, modifying workspace rules, workflows;
• Contact, Organization, Task,
Implementation Foundation Services

Common Components
• Staff Management:
• Profiles, Staff Accounts, Password Requirements
• Organizations & Contacts:
• Uploading Contacts
• House holding
• Tasks:
• Task rules
• System Configuration:
• Message Bases
Implementation Foundation Services

Scope of Other Services

Customizations and Configurations (Optional)
• SMS Gateway Integration
• CTI Integration
• Custom Reports with Custom Scripts
• Customer Portal Customizations including UI/UX
• AD Integration/Desktop Integration
• Custom PHP Scripts and External Events
• Creation of Custom Tables and Custom Objects
• PHP Connect/XML API/PHP API
• Dot Net Connect Data Integration
• Pass Through Authentication (PTA)
• ROQL

Data Conversion/Loading
• Data Migration and Data Loadings
• Upload of up to 10000 Contact Data
• The Customer has up to three (3) iterations to provide a clean file for
importing
• Configurations:
• Agent Scripting and Desktop Workflows
• Customer Portal/ Oracle RightNow Suite

Implementation Methodology
Discover
Functional
Design
Technical
Design
Development
& Unit Testing
Validation Deployment
Client
Collaboratio
n
Prototypes
Delivery
Centric
Architecture
Group
Reviews
Business
Analyst
Validation
Conference
Room Pilots
Multiple Dry
Runs
Key Differentiators

Discover Phase
The focus is on client collaboration and
gathering requirements to map to out-of-
the-box processes. And, we involve
Delivery Centric Architecture group early
for environment planning and sizing.
Discover Functional
Design
Technical
Design
Development
& Unit Testing
Validation Deployment
Key Activities
o Requirements Gathering Sessions
o Gap Analysis
o Environment Planning
o Requirements Walkthrough Sessions
Deliverables
o Business Requirements Documents
o Environment Planning Document

Functional Design Phase
We conduct regular functional design
walkthroughs with the client and develop
prototypes for complex requirements.
We also conduct early evaluation of
technical feasibility of the design.
Key Activities
o Functional Design
o Prototypes
o Functional Design Walkthroughs
for Client, QA Team, Technical Team
o Technical Feasibility Analysis
Deliverables
o Functional Specifications Documents
o Prototype Demos
o Development Environment
Functional
Design
Technical
Design
Development
& Unit Testing
Validation DeploymentDiscover

Technical Design Phase
Technical design as per the best practices. All
design documents are reviewed and signed-off
by Delivery Centric Architecture group.
We also start QA planning in right earnest.
Key Activities
o Technical Design
o Architecture review
o Functional Design Updates
o Build QA Scenarios
Deliverables
o Technical Design Documents
o QA Scenarios
o QA Environment
Functional
Design
Technical
Design
Development
& Unit Testing

Development and Unit Testing Phase
We conduct regular code and architecture
reviews. And, while developers conduct and
document unit testing, out business
analysts start validating the application too.
Key Activities
o Development and Unit Testing
o Code and Architecture Reviews
o BA Application Validation
o Data Migration and Conversion
o Develop QA Scripts
o Develop UAT Scenarios
Deliverables
o Detailed construction plan
o QA Ready Application
o QA scripts
o UAT Scenarios
o QA Migration Plan
Development
& Unit Testing
Functional
Design
Technical
Design

Validation Phase
We engage the client users with conference
room pilots and end user testing. Our teams
conduct various tests – System & Integration,
Performance and Load testing and report the
results in a daily QA dashboard.
Key Activities
o QA Script Execution
o Conference Room Pilots
o Bug Triage and Fixing
o Performance and Load Test
o UAT Preparation and Execution
Deliverables
o Daily QA Dashboard
o Production Ready Application
o Application Demos
o Production Environment
ValidationFunctional
Design
DeploymentDiscover
Technical
Design
Development
& Unit Testing

Project Methodology and Key Delivery Centric
Differentiators
Key Activities
o Develop Cutover Plan
o Fine Tune Cutover Plan
o Conduct Dry-Runs
o Validation of Dry-Runs
Deliverables
o Final Cutover Plan
o Application Deployed in Production
Functional
Design
ValidationDiscover
Technical
Design
DeploymentDevelopment
& Unit Testing
Delivery Centric Architecture team fine
tunes and signs off on the cutover plan. Then, we
conduct multiple dry-runs before we deploy
the application.

Project Organization
• Delivery Centric proposes a joint project team of Customer and Delivery Centric personnel.
Rigorous governance, executive sponsorship and strong utilization of functional and technical
subject matter expertise will be critical to success.
Executive Sponsor (Customer) †
Executive Sponsor (Delivery Centric) †
Executive Steering Committee (includes Oracle) †
Project Manager (Customer) †
Project Manager (Delivery Centric)
Project Team
Change & Training Lead (Customer)†
Train-the-Trainer x 1 (Delivery Centric)*
Testers – Per Business Unit (Customer), Region
Subject Matter Expert (Customer) †
RightNow CX Business Analyst (Delivery Centric)*
Business/Functional Team Change Management Team
Project Management
RightNow CX Configuration (Delivery Centric) **
Reports & Migration (Delivery Centric) **
Data import and Integration (Delivery Centric) **
Development Team
Administration Team
System Admin (Customer) †
Legends
TM Team Member
† Part Time
* On Site
** Off Shore
Executive Steering Committee will
include leadership from each of
the impacted business units

Project Timeline – 8 Weeks
Wk 01 Wk 02 Wk 03 Wk 04 Wk 5 Wk 6 Wk 7 Wk 8
Discovery and Define
Design & Development
System Test
UAT & TTT
Dataload and Training
Requirements Signoff
Design/Solution
Signoff
UAT Signoff
Go Live
Conference Room
Pilot I

Assumptions
Assumptions are factors used for project planning purposes that are considered true, real, or certain. Assumptions help to
define the project scope and ensure a shared understanding for all project resources.
• Project resources, both from Delivery Centric and from your organization, will be available to participate in project
activities as scheduled in the Project Plan. These resources will be available to perform assigned tasks in a timely manner.
• Delivery Centric is not responsible for desktop workstation or internet network configuration and/or troubleshooting. This
includes, but isn't limited to (1) internet connectivity, (2) router/switch troubleshooting, (2) DNS issues, (3) TCP/IP
configuration, (4) network appliance, (5) web server, (6) remote access client, (7) client VPN, (8) Microsoft Windows or
other operating system, (9) Citrix, (10) Terminal Server. You're responsible for desktop workstation system compliance and
any pre-installation activities.
• Delivery Centric is not responsible for modification or changes to any non-RightNow web page (i.e., pages that are part of
your primary web site).
• You're responsible for providing Delivery Centric with the required visual assets (logos and graphics), HTML, and CSS
elements for Customer Portal configuration. This includes design specifications for navigation elements, fonts, and color
palettes to be applied within Customer Portal. The level of Customer Portal configuration styling varies based on the
specific add-on services purchased on the Statement of Work document accompanying this appendix.

Exclusions
The following items are explicitly excluded and are not within the scope of your implementation
project:
• Creation of new custom reports or dashboards in RightNow Analytics.
• Load testing of the hosted RightNow environment.
• Implementation of RightNow functionality not explicitly described in this document or the
Statement of Work accompanying this document.
• Modifications to the RightNow Customer Portal or the Agent-facing accessibility interface will
not be tested for accessibility (for use by people with disabilities) using accessibility tools
(screen readers, screen magnifiers, etc...) or accessibility testing tools (AccVerify, WAVE, etc...)
• Other than the technical product coaching or data import services available as an add-on
• purchase to this implementation project, technical services for Customer Portal,
Integration/APl’s, or Data Import are outside the scope of this project.
• Formal Education Services for product training is outside the scope of this project.

Delivery Centric’s Roles and Responsibilities
Role Description
Project Manager • Primary point-of-contact; co-leader of all project activities in partnership with your
organization's project manager.
• Leverages and applies project management best practices
• Manages expectations and issues, and ensures the project is on track to deliver results.
• Leads the weekly Project Status Meeting.
• Facilitates the Project Results Meeting
• Facilitates the Customer Care Transition Meeting.
RightNow Consultant • Leads Product Admin Workshop sessions.
• Facilitates functional requirements and design sessions.
• Facilitates User Acceptance Testing planning and test case development sessions.
• Facilitates Product Configuration Q&A sessions.
• Facilitates User Acceptance Testing coaching sessions.
• Facilitates Post Go-Live Q&A sessions.
Application Developer (If applicable if add-on
services are purchased)
• Facilitates technical requirements & design sessions
• Provides technical coaching, guidance, and assistance
• Performs web development activities for Customer Portal and Communities
• Performs data import script development & unit testing
Quality Assurance Analyst (If applicable if add-
on services are purchased)
• Tests web development work for Customer Portal and Communities
• Tests data imports

Customer’s Roles and Responsibilities
Role Description
Project Manager • Primary point-of-contact; co-leader of all project activities in partnership with your assigned RightNow
• Professional Services project manager.
• Coordinates all project resources and participation for your organization.
• Manages expectations and issues, and ensures the project is on track to deliver results.
Project Sponsor • Provides overall project leadership and executive direction.
• Communicates business objectives and goals
RightNow Administrator • Primary administrator for RightNow product configuration settings, including Staff Accounts, Profiles,
• Workspaces, Custom Menus and Fields, and Analytics.
• Manages publication of approved content to the production environment.
• Primary contact for day-to-day operations of your RightNow CX solution.
Trainer's or Tester’s • Develop agent training materials and delivers agent training.
• Performs User Acceptance Testing tasks for the RightNow environment.
Functional Lead Subject Matter Expert • Provides specific expertise to the project by owning functional requirements and the overall configuration
design of the solution.
• Creates and maintains the knowledgebase (answers) within the RightNow CX environment.
• Acts as a champion of your RightNow CX solution within your organization.
Technical Lead Subject Matter Expert • Provides specific expertise to the project by owning technical requirements and coordinates appropriate IT
resources as needed.
• Provides input data files and approves data import specifications (if separate add-on services are purchased)
Web Team Subject Matter Expert • Provides design and styling details for Customer Portal (if separate add-on services are purchased)
• Coordinates website rollout activities to ensure seamless integration of the RightNow Customer Portal into
your other web properties.

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Oracle Service Cloud - Fixed Scope Implementation Presentation

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