Policy Automation with Oracle Service Cloud

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal

Policy Automation with Oracle Service CloudOverview and RoadmapCON8909

Davin Fifield, VP Product Development Oracle Policy AutomationOctober 2nd 2014

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 3

Oracle Service Cloud

Web Self ServiceSocial Self ServiceEmail SupportLive Chat / CobrowseSmart EngagementVirtual Assistant

PolicyAutomation

PlatformService Cloud

Semantic SearchContent AuthoringGuided Knowledge

Knowledge AnalyticsIntegrated AppsKnowledge APIs

Case ManagementGuided ResolutionCustomer EngagementSocial Contact CenterAgent MobilityUnified Agent Desktop

Dynamic Interviews, Compliance Management,Rule Modeling, Policy Lifecycle, Policy Analytics, Integration Services

Experience Management, Extensibility & Integration,Hosting & Operations

KnowledgeManagement

Contact CenterCross Channel

WebCustomer Service


Agility

Consistency

Transparency

Analytics

What course of study could I get into?

What home loan rate can you offer me?

Am I eligible to upgrade my phone plan?

What unemployment benefit can I receive?

What’s the best value car insurance for me?

What Policy Automation Can Do for Your Organization


How Policy Automation Works

Capture your policies in rule documents

Design the user experience

Deploy across one or more channels

Track the auditable decisions being made







Match the policy source material







No programming skills needed







Customer Portal

Agent Desktop

Knowledge Base

Chat

Your Web-site / Application

Deliver complete consistency







Prove compliance







Match the policy source material

No programming skills needed

Deliver complete consistency Prove compliance


DemoBuilding a simple policy model

Jasmine LeeSolution Specialist, Oracle Policy Automation


Highlights of Policy Automation August 2014 ReleaseCollaborative modeling

Interview layout enhancements

Save evidence and audit documents

Connect to any application

• Easily share the work of creating policy models

• Embed advice experiences anywhere

• Streamline auditing and simplify response to customer appeals

• Deliver a tailored advice experience without code


Collaborative Policy Modeling and Versioning

CAPABILITY HIGHLIGHTS Many users can work on the same project at

the same time Automatic fine-grained locking prevents

conflicting changes from being made Easily revert any change before upload Hub repository allows easy management and

retrieval of any previous project revisions

KEY BENEFITS Improve productivity of policy authoring for

any project with more than one person Avoid conflicts by immediately being aware of

areas that others are working on


Web Service Connector

CAPABILITY HIGHLIGHTS Add connections via the Hub to load and save

interview data from any conformant web service

Dynamically define the tables and fields that are available to policy modelers for each connection

Pass through parameters for data to load and to identify the authenticated user, for example

KEY BENEFITS Securely integrate interviews into any

application allowing dynamic personalized guidance to be used as part of any customer, employee or agent experience


Save Evidence and Audit Documents

CAPABILITY HIGHLIGHTS Native upload control for uploading documents

during Oracle Policy Automation interviews Save generated forms: Save to RightNow any

pre-populated forms generated during an interview

Include decision reports: Detailed reasons for decisions can be saved in each document

KEY BENEFITS Provide fast response to auditors by showing

evidence collected, and proving adherence to the legislation and policy for each and every customer case

Easily explain to customers exactly why every historical decision has been made, with reference to their particular circumstances


More Interview Layout Options and Controls

CAPABILITY HIGHLIGHTS Dynamic visibility allow inputs to show or hide

based on information provided on the same screen Side-by-side controls allow for a compact, form-like

interview experience New image control shows in both design and

runtime experiences from local file or image URL Relationship collect allows for more detailed data

collection

KEY BENEFITS Easily create intuitive, customer-centric interviews Improved experience for self-service customers


Deliver Policy-driven Guidance On Chat Channel

CAPABILITY HIGHLIGHTS Add policy automation

interview controls to any chat workspace and use to guide chat interaction

Load contact information into interview at start of chat

Interview can create or update incidents and other information

KEY BENEFITS Give consistent guidance

across all customer interactions by leveraging OPA advice in chat, as well as self-service and call center


DemoUsing OPA in an Oracle Service Cloud chat workspace

Jasmine LeeSolution Specialist, Oracle Policy Automation


Policy AutomationRoadmap Highlights


• Interview analytics Report usage by project

Optimize success rates

• Disconnected mobile advice

• Configurable interview navigation

• Oracle Sales Cloud integration

Policy Automation Roadmap Highlights


• Interview analytics Report usage by project

Optimize success rates






• Interview analytics

• Disconnected mobile advice Auto-update with latest policies

Upload collected data on reconnect







Upload collected data on reconnect







Collect data, and sync on reconnect





















• Configurable interview navigation Flexible review of collected data

Built-in save and resume sessions



Save for Later








Summary of Policy Automation Cloud Service Releases

2013 20152014

Oracle Service Cloud Feb 2013

Oracle Service Cloud Aug 2013

Oracle Service Cloud Feb 2014

Oracle Service Cloud Aug 2014

Oracle Service Cloud 2015

Interview analyticsDisconnected mobileConfigurable navigationSales cloud integration

Also on-premise!

New OPA Cloud ServiceCustomer Portal integration

Agent desktop integrationRule assistantCAPTCHA supportCustom interview controls

Collaborative policy authoringWeb service connectorInterview layout enhancementsSave evidence and audit documents

Interview enhancementsAuthoring enhancements


Policy Automation in Oracle Service CloudRecap and Summary

Available today: OPA Cloud Service August 2014

With RightNow for agents and self-service

Connect to any application

Built-in policy collaboration

Coming Soon: Mobile policy updates Interview analytics Sales cloud integration


OPA Social Media – Keep in Touch!

https://twitter.com/OracleOPA

https://www.facebook.com/OraclePolicyAutomation

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

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

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

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





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







