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SRM with RightNow

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edited Oct 17, 2014 4:49PM in Customer Portal 7 comments

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Hello,

Could someone please guide me to information on how RightNow is integrated with SRM?

What type of incident is created in RightNow when we sent a Post to SRM? Any details on attributes of the incident?

Could someone please explain the following (from May 2014 Release Notes): "A Twitter or Facebook channel must be configured in Oracle RightNow Social Monitor Cloud Service in order for SRM Engage to communicate with Oracle RightNow CX from either Twitter or Facebook."

About the following statement "Social Monitor searches are executed every 5 minutes", whether the Social Monitor performs these searches via SRM's Listen & Analyze (SEM) ? or does RightNow performs the search directly on the Social Media Channels like Twitter, Facebook, etc., ?

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