Policy Automation with
Oracle Service Cloud
Overview and Roadmap
CON8909
Davin Fifield, VP Product Development
Oracle Policy Automation
October 2nd 2014
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal
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 Service Cloud
Knowledge
Management
Web
Contact Center
Customer Service
Web Self Service
Social Self Service
Email Support
Live Chat / Cobrowse
Smart Engagement
Virtual Assistant
Semantic Search
Content Authoring
Guided Knowledge
Knowledge Analytics
Integrated Apps
Knowledge APIs
Cross Channel
Case Management
Guided Resolution
Customer Engagement
Social Contact Center
Agent Mobility
Unified Agent Desktop
Policy
Automation
Dynamic Interviews, Compliance Management,
Rule Modeling, Policy Lifecycle, Policy Analytics, Integration Services
Platform
Service Cloud
Experience Management, Extensibility & Integration,
Hosting & Operations
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted
3
What Policy Automation Can Do for Your Organization
Agility
What course of study
could I get into?
Consistency
What unemployment
benefit can I receive?
What’s the best value
car insurance for me?
What home loan rate
can you offer me?
Am I eligible to upgrade
my phone plan?
Transparency
Analytics
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
How Policy Automation Works
Capture your policies
in rule documents
Design the user
experience
Deploy across one or
more channels
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Track the auditable
decisions being made
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
No programming
skills needed
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
Customer Portal
Agent Desktop
Knowledge Base
Chat
Your Web-site / Application
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Deliver complete
consistency
How Policy Automation Works
Capture your policies
in rule documents
Design the user
experience
Deploy across one or
more channels
Prove compliance
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Track the auditable
decisions being made
How Policy Automation Works
Capture your policies
in rule documents
Design the user
experience
Match the policy
source material
No programming
skills needed
Deploy across one or
more channels
Deliver complete
consistency
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Track the auditable
decisions being made
Prove compliance
Demo
Building a simple policy model
Jasmine Lee
Solution Specialist, Oracle Policy Automation
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Highlights of Policy Automation August 2014 Release
Collaborative modeling
Save evidence and audit documents
• Easily share the
work of creating
policy models
Interview layout enhancements
• Streamline auditing
and simplify response
to customer appeals
Connect to any application
• Deliver a tailored
advice experience
without code
• Embed advice
experiences
anywhere
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Demo
Using OPA in an Oracle Service Cloud chat workspace
Jasmine Lee
Solution Specialist, Oracle Policy Automation
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation
Roadmap Highlights
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
 Report usage by project
 Optimize success rates
• Disconnected mobile advice
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
 Report usage by project
 Optimize success rates
• Disconnected mobile advice
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
• Disconnected mobile advice
 Auto-update with latest policies
 Upload collected data on reconnect
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
• Disconnected mobile advice
 Auto-update with latest policies
 Upload collected data on reconnect
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
• Disconnected mobile advice
 Auto-update with latest policies
 Collect data, and sync on reconnect
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
• Disconnected mobile advice
 Auto-update with latest policies
 Collect data, and sync on reconnect
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
• Disconnected mobile advice
 Auto-update with latest policies
 Collect data, and sync on reconnect
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
• Disconnected mobile advice
• Configurable interview navigation
 Flexible review of collected data
 Built-in save and resume sessions
Save for Later
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation Roadmap Highlights
• Interview analytics
• Disconnected mobile advice
• Configurable interview navigation
• Oracle Sales Cloud integration
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Summary of Policy Automation Cloud Service Releases
2013
Oracle Service
Cloud Feb 2013
2014
Oracle Service
Cloud Aug 2013
2015
Oracle Service
Cloud Feb 2014
New OPA Cloud Service
Customer Portal integration
Agent desktop integration
Rule assistant
CAPTCHA support
Custom interview controls
Oracle Service
Cloud Aug 2014
Oracle Service
Cloud 2015
Collaborative policy authoring
Web service connector
Interview layout enhancements
Save evidence and audit documents
Interview enhancements
Authoring enhancements
Interview analytics
Disconnected mobile
Configurable navigation
Sales cloud integration
Also on-premise!
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation in Oracle Service Cloud
Recap 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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
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
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |