1. Support Home Page SHP_ENABLED enables this page SHP_PASSWD_REQD makes this page password protected If EU_SEQUENTIAL is enabled, the Ask a Question and Live Chat features do not display on the Support Home page. They are only available after the end-user searches for or views an answer. SHP_ANNOUNCEMENTS setting enables this box home_ext.php (in cci directory of the File Manager) controls the content of the Announcements box RNL_ENABLED config. setting SHP_FEEDBACK config. setting ANS_ENABLED config. setting ASK_ENABLED config. setting November ’07 Page Set

2. Output columns in Answer List report define order of fields Answer List Page ANS_ENABLED enables this page Product and category menus can be added as run-time filters in the report used for the Answer List page Report in Interfaces table configures this page First 3 columns must be: 1.row_num 2.Summary 3.Answer ANS_SEARCH_BY_ENABLED and ANS_SORT_BY_ENABLED include these fields in Advanced Search ANS_NEW_INC_DURATION indicates how long answer is flagged as New ANS_UPD_INC_DURATION indicates how long answer is flagged as Updated November ’07 Page Set

3. Advanced search features configured in report for Answer List page ADP_EMAIL_CMD config. setting ADP_PRINT_CMD config. setting ADP_SC_ENABLED enables this. Other ADP_SC_xxx settings customize the functionality ANS_NOTIF_ENABLED setting enables notification feature ADP_xxx settings enable these fields Custom answer fields Answer Display Page ADP_FEEDBACK_URL enables feedback window for less than 100% November ’07 Page Set

4. Ask a Question Page If ASK_SUBJ_FROM_DESC is set to Yes, this field is removed If ASK_ADDTL_INFO_FIRST is enabled, this section displays above the Subject and Question fields ASK_ENABLED enables this page If EU_FA_ENABLEDis enabled (accessed from RightNow Common), files can be attached DE_REQD_PROD_LVL specifics how many product levels are required DE_REQD_CAT_LVL specifics how many category levels are required Custom incident fields can be added to this page November ’07 Page Set

5. My Stuff Overview Page MYOVR_ENABLED enables this page MYQ_ENABLED set to Yes includes the Questions page where end-users can update their incidents The Profile option cannot be disabled from this page ANS_NOTIF_ENABLED setting enables notification feature EU_CUST_PASSWD_ENABLED setting enables password field on end-user pages November ’07 Page Set These buttons correspond to the config. settings enabled

6. My Stuff Profile Page These fields allow the contact to set different default values for the Advanced Search options on the Answers page MYP_GLOBAL_OPT_IN_ENABLED includes the marketing global opt-in field EU_CUST_NAMES_ENABLED includes contact name fields Email fields always display Contact custom fields can be added MYP_MAIL_TYPE_ENABLED includes the marketing mail-type field MYP_PHONE_ADDR_ENABLED includes the contact address and phone fields November ’07 Page Set

7. Create Account Page MYSEC_AUTO_CUST_CREATE enables this page to accounts to be created from the end-user pages EU_CUST_NAMES_ENABLED includes contact name fields Email fields always display Contact custom fields can be added EU_CUST_PASSWD_ENABLED enables password field on end-user pages November ’07 Page Set

8. Create Account Page - Simplified MYSEC_AUTO_CUST_CREATE set to Yes EU_CUST_NAMES_ENABLED set to No removes contact name fields Clearing end-user editability for contact custom fields removes custom fields EU_CUST_PASSWD_ENABLED set to No removes password fields With Premier Customization Access, you can customize the acct_new.php file in the enduser to remove Alternate Email fields November ’07 Page Set