Oracle Policy Automation Cloud Service · progress stages appear for embedded (iframe) interviews • Easily configurable interview styles: Styles, messages and formats can now be

Oracle PolicyAutomation Cloud Automation Cloud Service

Features and Benefits

August 2013

Agenda

Introducing Oracle Policy Automation Cloud Service

Overview of Capabilities

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.2


New Features in August 2013

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Your Web-Site

Policy Automation Cloud Service

RightNow CX Cloud Service

Agents Customers

Manage the policy lifecycle with streamlined

Provide personalized web-based advice for customers and agents


Microsoft OfficePolicy Modeling (Cloud Edition)

Policy Automation Cloud Service

Policy Experts

Model policies and end user interviews in a business-friendly desktop experience

Manage the policy lifecycle with streamlined cloud-based administration and deployment

Introducing Policy Automation Cloud ServiceEnable Personalized Guidance

Deliver clear, transparent and personalized advice

Increase customer satisfaction and reduce call


center volume

Provide documents that record and explain decisions

Reduce the number of escalations and appeals

Decrease errors and training

Introducing Policy Automation Cloud ServiceEnable Cross-Channel Consistency

RightNow Customer Portal

RightNow Agent Desktop

Policy Automation Interviews


Decrease errors and training costs

Consistent, personalized cross-channel guidance

Can also integrate policies via standard web services

RightNow Knowledge Base

Your Web-site / Application

Introducing Policy Automation Cloud ServiceEnable Agile Customer Service

Update with Oracle Policy

Automation

Policy change

Business-friendly policy authoring experience

Respond quickly to


Up-to-date

adviceDeploy

Policy modeling with

Microsoft Office

Respond quickly to changes in legislation and policy

Rules match the language and layout of source material

Introducing Policy Automation Cloud ServiceBusiness Users Maintain Policies and Interviews

Intuitive Desktop Modeling Environment


Rules Modeled in Natural Language Word and Excel Documents

Make Agile Cross-channel Decisions

CAPABILITY HIGHLIGHTS Capture decision logic as Word and Excel

documents using natural business language

Provide dynamic questionnaires in Agent Desktop that interact directly with case data

See and save explanations of each decision made


KEY BENEFITS Improve customer satisfaction and reduce

appeals with personalized and transparent advice

Deliver accurate and consistent decisions across channels, even as policies changes

Reduce training costs, by empowering any agent to handle even the most complex cases

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Streamlined User Interface

Simple, Tabular Layout

(Project, Rules, Data, Interview)


Quick Search

Easy Access to Existing and

Sample Projects

Intelligent Rule Authoring

Auto-generation of all attributes

Simply save the document to create

Oracle Policy Modeling rules


all attributes

Centralized parsing in Oracle Policy

Modeling

New Rule Assistant

WYSIWYG Screen Authoring

Drag and Drop Layout

In-line text override


Single-click to run an interview

Control Next button text and behavior

Integrated Data Mapping

Map data directly onto the RightNow service data

model through Oracle Policy Modeling without the need for additional configuration


At-a-glance view of all mapped data

Integrated Data Mapping (Continued)

Data can be used to customise the user experience or create or update


create or update incidents, contacts or any other data in RightNow.

Oracle Policy Automation Hub

Integrated with Oracle Policy

Modeling

Manages RightNow


Full view of version history

Manages RightNowData Connection

Oracle Policy Automation Hub: Deployment Management

Quick deployment and undeployment

of Oracle Policy Modeling Projects

Full visibility of


Seamless transitions for live

users

Full visibility of deployment history

… and lots of other features!


Translations Document Generation (Forms)

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Provide Tailored Interview Experiences

CAPABILITY HIGHLIGHTS Override any input control: Input controls can be

overridden to collect data in any way

Customize the content: All current interview data is passed to your URL, which returns the control HTML

Sample files provided: Sample files are provided that can be hosted as Customer Portal pages (PHP)

Custom Controls


KEY BENEFITS Provide intuitive service experiences, by tailoring the

appearance and behavior of how data is collected

Leverage existing skills and infrastructure to quickly and easily deliver scalable and reliable customizations

Upgrade seamlessly to new product versions, avoiding complex and expensive compatibility testing and accelerating the pace at which new features can be used

Configure Interviews for Every ContextResponsive Interview Design

• Device-optimized navigation: On mobile devices, interview navigation is automatically shown in a more compact form

• Adaptive appearance: Control whether header, footer and progress stages appear for embedded (iframe) interviews

• Easily configurable interview styles: Styles, messages and formats can now be tailored through an easy-to-use interface

Capability Highlights


• Provide an optimal experience on every device so every customer successfully completes each service interaction

• Deliver multiple channel interviews from a single source with minimal effort

• Easier and faster to configure desired interview appearance

Key Benefits

CAPABILITY HIGHLIGHTS Show an explanation control on any interview

screen, to show why a decision has been made

Explanation is explored by the user to drill into the policy reasons for any decision, calculation or advice

Automatic substitution personalizes the advice with family member names or other data

Understand How Every Decision Was Reached Explanations


with family member names or other data

KEY BENEFITS Reduce appeals with clear explanations of how

decisions are being made

Improve satisfaction through confidence in the decision making process being used

Process more cases by ensuring agents have fast access to detailed decision information

Ensure Only Humans Submit Service RequestsCAPTCHA Control

CAPABILITY HIGHLIGHTS Insert a CAPTCHA test at any point in an interview,

that must be answered correctly to continue

Control whether the CAPTCHA is shown using any visibility rule

Automatically provide both image and audio versions of the challenge phrase


versions of the challenge phrase

KEY BENEFITS Prevent automated bot responses to eliminate

unnecessary work for agents

Keep satisfaction high by hiding CAPTCHA for trusted users

Adhere to accessibility requirements

Model Policies Faster Rule Assistant

CAPABILITY HIGHLIGHTS Popup rule editor provides real-time assistance

with writing rules in Microsoft Word

Automatically filtered list allows users to easily choose relevant rule elements

Create new or restructure existing rules


KEY BENEFITS Easier to learn how to write accurate policy rules

Eliminate errors caused by using incorrect field names, functions, and logical structures

Rapidly create and update rules, for beginner through to expert Policy Modelers

Accelerate Delivery of Service ExperiencesInterview Debugger

CAPABILITY HIGHLIGHTS Test interview behavior and appearance without

uploading to the Hub

Identify the root cause of screens and controls not behaving as needed

Preview interview appearance in any language to check screen translations are correct


check screen translations are correct

Create test cases directly from the debugger

KEY BENEFITS Find and fix issues faster by using powerful and

intuitive tools even when not connected to the cloud

Perform rapid iterations to test and improve the user experience by trying out real world scenarios

Empower Non-English Speaking Policy ExpertsRule Languages and Regions

CAPABILITY HIGHLIGHTS Choose the regional formatting to use for number

and currency in rule documents and the debugger

Translated user interface for Hub and Policy Modeling available in every parser language

New rule parsers for Chinese (Simplified), French, Spanish, German and Dutch


Spanish, German and Dutch

KEY BENEFITS Empower policy experts to model and review rules

in the language of the policy source material

Eliminate errors by modeling in your preferred language, numeric and currency formats

Engage Stakeholders to Maximize Policy QualitySpreadsheet-based Testing and What-if Analysis

CAPABILITY HIGHLIGHTS Create and maintain policy test cases in

one or more Excel workbooks

Run test cases at any time to check quality of recent rule changes

Keep, compare and analyze resultsacross policy model versions


across policy model versions

KEY BENEFITS Quickly maintain and update test cases

in familiar business-friendly documents

Leverage standard Excel features to import and generate test data and to report on results

Easily share and review test cases and policy outcomes with business experts

Easily Maintain Seamless Experiences for the Oracle Service Cloud

Enhanced RightNow Data Mapping Options

CAPABILITY HIGHLIGHTS Automatically populate a list of choices from

existing RightNow lists such as products and status

Make loading data optional at the start of an interview

Load and display data at end of interview, such as a linked incident reference number


as a linked incident reference number

Contact Emails and Phones can now be updated

KEY BENEFITS Simplify interview maintenance by sharing a

single definition for both creating and updating incidents, for example

Provide more seamless self-service experiences within the Oracle Service Cloud

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Where to get more information

Overview

Policy Automation: http://www.oracle.com/technetwork/apps-tech/policy-automation/overview/index.html

Oracle Cloud Service: http://www.oracle.com/au/products/applications/rightnow/overview/index.html

Forums

Policy Automation: https://forums.oracle.com/forums/forum.jspa?forumID=828


Policy Automation: https://forums.oracle.com/forums/forum.jspa?forumID=828

RightNow: http://communities.rightnow.com/groups/eedd6685ae/summary

Documentation

Policy Automation User Guide: http://documentation.custhelp.com/euf/assets/devdocs/february2013/PolicyAutomation/Default.htm

RightNow User Guide and more: https://cx.rightnow.com/app/answers/detail/a_id/5168

Social Media – Keep in Touch!

https://twitter.com/OracleOPA

http://www.facebook.com/pages/Oracle-Policy-Automation/365522920199101


http://www.linkedin.com/groups/Oracle-Policy-Automation-3431282/about

http://www.youtube.com/user/OraclePAVideos

https://blogs.oracle.com/OPA/