Using the Contact Management page to add or update designated contacts

The Contact Management pages allow you to disable existing contacts and to add new contacts for your organization as you deem necessary. As a result, you are able to manage the designated contacts for your organization who may access the RightNow Customer Community pages and technical support site where contacts can submit assistance requests.

RightNow Technologies has removed the restriction on the number of contacts for your organization. This allows you to add contacts you deem appropriate for your organization. Please keep in mind that training is absolutely necessary for the success of a Designated Support Contact. RightNow Technologies will actively monitor incidents from newly appointed Designated Support Contacts to ensure that proper training has been conducted.

Contact Types

The Contact Management pages list three types of contacts. The type of contact is set when the contact is added for your organization. These types are:

• Community Access: A contact with this designation can search our collection of knowledge base articles, as well as access the RightNow Customer and Developer Community. The Customer Community provides forums for collaboration among our customers as well as a library of resources that pertain to the operation of the RightNow Solution. 
   
• Support Contact: A contact with this designation has all the benefits of community access as well as the ability to submit incidents to RightNow Technologies Customer Care Organization.
  
  Note: Contacts with this designation must be trained in the use of the relevant portion of the RightNow Solution for their position. If it becomes apparent that a contact with this designation does not have sufficient training we will work with the Contact Manager to assist in obtaining the proper training or to re-designate the contact in question. 
   
• Contact Manager: A contact with this designation has the abilities provided with Community Access as well as the abilities given to Designated Support Contacts. In addition, a Contact Manager has the ability to add and remove contacts for their organization and change designations for existing contacts.

Accessing the Contact Management Pages

Contact Managers and designated Support Contacts can access the Contact Management page from the My Stuff page. First click Support Resources, then verify your credentials.  Next, click the Contact Management link on the page in the Miscellaneous section. If your customer account has not been modified to allow contact update privileges, you will see a list of the current and former contacts for your company along with their status.

From the list of contacts, contacts with the Contact Manager privileges have the ability to add or disable contacts. If none of the contacts listed have the Manage Contacts permission, you must submit an Ask a Question request so that RightNow's Technical Support Staff can update your customer record.

After your customer record is modified, you will be able to enable former contacts, disable current contacts, allow other contacts the ability to use these pages and add additional contacts up to the allowed number per your contract.

Note: While you can disable contacts, it is not possible to delete former contacts from displaying in the list. As a policy, RightNow Technologies does not delete contact records since they reflect the overall history of your organization account and those disabled contacts frequently have historical incidents associated with those records.

Contact Table

When you first access the Contact Management page, a table lists the contacts for your organization along with the following information:

	Contact Policy Information: The Contact Policy Information link on the page provides details of our Designated Contacts policy.
	Logged In As: Identifies the Login ID used to access the pages. Different functionality is available to different customers based on whether the Manage Contacts? field has been enabled for their record.
	Company: Identifies the organization associated with the login and contact record.
	Support Package: Specifies the support package that has been purchased by the company.
	Contacts Allowed: Specifies the number of active contacts allowed for the organization. This is determined by a formula primarily based on support package and number of interfaces/licenses that have been purchased.
	Contacts Available: Specifies the number of active contacts that can be added for the organization.
	Contacts for Organization Name: This table lists all of the contacts associated with the company and their status.
	Manage Contacts: Specifies whether the contact has the ability to enable, disable, and add contacts.
	Add New Contact: Clicking this button takes the user to a page where they may complete a form to add a new contact in the database. If the maximum number of contacts has already been reached, the user is sent to a form where they may request additional contacts.
	Change Primary Contact: This feature allows you to specify a different primary contact for your organization.

Contact Manager Privileges

The actions and features listed below are available to you if your customer record allows you to manage contacts for your company:

	Disable button: Clicking the disable button next to the contact record sets the Contact Type field to Former Contact and sets the disabled checkbox for that customer record. When disabled the contact can no longer log in to the rightnow.custhelp.com support site and will no longer receive answer notifications. In addition, an incident is created and associated with your record to indicate that the account was disabled.    The disabled contact remains listed on the page. It is not possible to remove former contacts from displaying on the page.
	Enable button: Clicking enable button next to the contact record sets the Contact Type field to Technical Contact and sets the disabled checkbox to a deselected state. An incident is created in the RightNow Support database associated with the customer who re-enabled the contact record.
	Add New Contact: If the number of available contacts is greater than 0, clicking Add New Contact brings up the Add New Contact page. This form allows you to create a new customer record in the RightNow support database. If you have reached the maximum number of allowed contacts, please disable an exising contact first so that you can then replace that contact with a new record. When filling out the form, specific formats are required for some fields as noted below: Email Address: This field is copied as the contact's User ID and is case sensitive. Please use all lowercase letters when entering the email address. Phone: When entering telephone numbers, use a period (.) to separate groups of numbers. Dashes are not allowed in this field. Extension: Enter ONLY the extension value. Text and symbols are NOT allowed in this field. Alternate Phone: You may enter a secondary phone number such as a cell number or home number, though this is not required. If no alternate phone number is desired, leave this field blank. Contact Permissions: Select the appropriate menu item for your new contact.  Community Access allows access to the Community pages and the RightNow Support answers, Support Contact allows the ability to submit support incidents as well.  Manage Contacts allows the ability to add and disable contacts from the Contact Management pages. Click Add New Contact at the bottom of the page. The new contact is listed in the overall list of contacts for your organization and an incident is created and is associated with the person who created the new customer record.