oracle policy automation · customer journey with accurate, reliable analytics and reports. ......

Copyright © 2019 Oracle and/or its affiliates. All rights reserved.

Oracle Policy AutomationThe intelligent advice platform

Release 19C features and benefits(August 2019)

V1.00


Program agenda

Overview of Oracle Policy Automation

New features in 19C release

For more information

1

2

3

2


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.

3


Program agenda




1

2

3

4

Copyright © 2019, Oracle and/or its affiliates. All rights reserved. 5

The service game has changed

Automation Human Interaction


Customers expect…

Simple

Accurate

Personalized service

Copyright © 2019, Oracle and/or its affiliates. All rights reserved.6

External factors affect your ability to deliver quickly

New Business Drivers

Laws and Regulations

Customer Expectations


Automation and AI help agents complete repetitive,

predictable tasks.

Service ‘enthusiasts’ provide expert and empathic service

experiences.

Differentiate your brand - Shift to automated service



How do you automate when customers expectService advice as individual as they are?



How do you automate when customers expectService advice as individual as they are?

“Can I temporarily suspend a service?”

“Can I temporarily suspend a service?”

“Can I add a family member

tomy account?”

“Can I get my product fixed

under warranty?”

Can I upgrade my

product? “Can I move to a premier

plan?”

“Can I add insurance to

my plan?”

“Can I check ifI qualify for discounts?”



Oracle CX for Service

Data AI IoT PaaSChatbot

Policy / Advice Automation

Field Service

Digital Customer

Service

Contact Center

Knowledge

CPQ / Sales ERP

Marketing

Supply ChainCommerce

HCM

Subscription


Agile Management

12Copyright © 2019, Oracle and/or its affiliates. All rights reserved.

Deliver intelligent advice and automate decisions withOracle Policy Automation

Personalized Experiences

Consistency and Transparency

Deliver personalized experiences

Tailor customer experiences with contextualized, personalized advice using rich intelligent online forms, known as interviews.


Provide agile management

Empower business users to configure rules and design user interface.

Enable staff to easily manage deployments and integrations.


Increase consistency and transparency

Get detailed explanations for automated decisions.Discover insights into the customer journey with accurate, reliable analytics and reports.



Program Agenda




1

2

3

16


Highlights of Policy Automation 19C release

Oracle Integration Cloud OPA Interview AdapterIntegrate advice across the enterprise with low code

Review uploaded interview attachmentsConfirm the correct documents will be submitted

Import Batch REST requests into Policy Modeling debuggerResolve batch decisioning integration issues easily

Update all project inclusionsUpdate shared policy assets automatically

17


Web Customer Service

Integrate advice across the enterprise with low code

CAPABILITY HIGHLIGHTS Define a generic load and save data contract

in Policy Modeling without deciding how to map onto enterprise application data

Use the OPA OIC adapter to develop integrations in OIC that load and save the data needed by deployed interviews

KEY BENEFITS Deliver generic advice applications that can

be integrated to any customer’s application data without changing the policy model

Ensure agility by eliminating custom coded adapters and instead using OIC’s provided adapters, low code experience and support for one-to-many integrations

19C: Oracle Integration Cloud OPA Interview Adapter

Oracle Integration Cloud

Sales Cloud

Service Cloud

Any applications

3. Interview loads and saves via OIC integration

OPA Interviews

Policy Modeling

1. Deploy with author-definedload and savecontract

2. Map to application data in OIC



Confirm the correct documents will be submitted

CAPABILITY HIGHLIGHTS Download any file that was uploaded during

the interview, before submitting

File opens in the browser or prompts user to download

Available by default for new interviews, while existing interviews are unchanged

KEY BENEFITS Confirm correct files are attached prior to

submitting the interview

Improve success rate of self-service applications and interview workflows

19C: Review uploaded interview attachments



Resolve batch decisioning integration issues easily

CAPABILITY HIGHLIGHTS Import Batch REST API request payloads

(.json file) into Policy Modeling debugger

Choose which particular assessment to load, to review all the data passed for the assessment, and what decisions are made

KEY BENEFITS Quickly find root cause of integration issues

that are occurring such as incorrect or missing data being passed to OPA from other systems

19C: Import Batch REST requests into Policy Modeling debugger



Update shared policy assets automatically

CAPABILITY HIGHLIGHTS Update all inclusions to latest versions using

Oracle Policy Modeling desktop or via command line, with all changes accepted automatically

See the list of inclusions that were updated to be confident all recent changes were found

KEY BENEFITS Reduce the time to update policy models that

pull in shared assets from many projects

Automate continuous delivery workflows in combination with existing command line features

19C: Update all project inclusions


Feature Deep DiveOracle Integration Cloud OPA interview adapter

22


OIC OPA interview adapter – Overview

23

Interview author

Define data model to use for interview load and save operations

Deployment administrator

Manage the OIC connection and deployment activation in OPA Hub

Integrator

Register and integrate with OPA via OIC OPA Adapter

Track and trace in OIC during integration development and testing

19C

Integrate advice across the enterprise with low code

Oracle Integration Cloud

Oracle Policy Modeling

Oracle Policy Automation Hub

Interview author

Deploy admin

Integrator


OIC OPA interview adapter – Mapping type

24

Choose the mapping type that enables free form naming by the interview designer

Can switch existing projects into this mode if needed

Any existing mappings will be discarded

19C

Put the Policy Modeling project into OIC mapping mode


OIC OPA interview adapter – Input and output names

25

Define the input and output names for the interview

1. Enter mapping names for each data element to load or save during the interview: attribute, entity and relationship

2. For loaded attributes, optionally choose to Load after submit, instead of when the interview starts

Note: Dynamic queries during the interview are not yet supported

19C

Choose the names that will appear in load and save operations


OIC OPA interview adapter – Deployment

26

When ready to integrate, deploy the snapshot to OPA Hub

Will be activated automatically if no change is needed to previously registered Load and Save handlers

Otherwise the deployment is inactive until any required Load and Save endpoints are registered with OPA Hub

19C

Deploy to OPA Hub to allow integration via OIC


OIC OPA interview adapter – Connect OPA to OIC

27

Integration Cloud connection type in OPA Hub

Add an OIC connection to list of OPA Hub Connections

Need only one connection for each OIC instance

The username and password are used when checking OIC is online, and when calling Invoke endpoints

OPA Hub shows OIC availability

19C

Establish connection to OIC from OPA Hub


OIC OPA interview adapter – Connect OIC to OPA

28

Create a Trigger connection using OIC OPA adapter

Or create a Trigger and Invoke connection if need both interviews and headless decision services from the same OPA Hub

Only one connection needed for each OPA site

Provide connection details

OPA Hub URL

Credential information, including API client with Deploy Admin role

19C

Establish connection to OPA from OIC1

2

3

4


OIC OPA interview adapter – Connect deployment

29

Select the OIC connection for the deployed interview

New deployment versions will continue to use the same connection

Can be changed later if required

Required operations are listed

In OIC, create integrations for each operation before the deployment is activated in OPA Hub

19C

Establish the OIC connection for a deployment


OIC OPA Interview adapter – Create integrations

30

Use the OPA connection to create each required integration

Choose App Drive Orchestration

Select the OPA connection

Find the Load or Save operation version for your deployment

Filter to relevant operations

Load or Save

Optionally include older operations from earlier deployment versions

19C

Create an OIC integration for each deployment’s operations1 2

3 4


OIC OPA Interview adapter – Map integrations

31

Use other OIC connections to fetch and store the data for each load and save operation

• Map onto each field in the OPA source or target schema

• Use standard OIC features to transform data as needed

Activate each integration to register it with the deployed interview in OPA Hub

19C

Map each integration in OIC


OIC OPA Interview adapter – Query parameters

32

Define query parameters to use for load and save context

Parameters values must be provided in the URL when the OPA interview launched

Only specified parameters are available in each OIC integration

Parameters appear in the list of available fields for each integration mapping

19C

Use interview launch parameters within each integration mapping


OIC OPA Interview adapter – Object identifiers

33

Integrations return object identifiers for all loaded data

One id for the global object

One id for each returned child object instance

These ids provide context for interview save operations

Each id must be unique across all objects of the same type

Content and format of each ID is up to the integrator to define

19C

Define unique identifiers for all data returned to the interview


OIC OPA Interview adapter – Activate deployment

34

OPA Hub shows when all endpoints are registered

• Any unregistered and inactive integrations will show with error or warning icon in activation panel

• Activate the deployment’s Interview channel when all OIC integrations are ready

19C

Activate deployments with endpoints registered for each operation

A deployment version can onlybe activated once all endpoints are registered


Other Enhancements


Generic integration protocol for interviewsDevelop agile advice connectors for legacy applications

19C

Leverage any legacy application or third-party middleware

Use same protocol as OIC adapter to build an interview event handler

Define load and save contract in Policy Modeling, independent of application data model

Easily evolve from on-premise to hybrid to cloud-based solutions

OPA Hub

4. Interview load and save

1. Deploy

2. Registerhandlers

Any integration system

AdviceGetter

3. Use interview

PolicyExpert

REST APIs

REST endpoints


Set the redirect target for interviewsEasily workflow a completed interview to any other portal page

19C

Choose the browser behavior when a user leaves an interview

Replace top level window

Replace parent frame

Replace self

Applies only to interviews embedded in an iframe

Available for all exits/redirects

Exit button

Redirect button

Submit and redirect button

Submit button options

Exit buttonoptions


Smart checkpoint resume for embedded interviewsSimplify the embedding of interviews into other applications

19C

Embed interviews that auto-resume if a checkpoint is found

User is not prompted – always tries to resume if a checkpoint present

Otherwise starts a new interview

Works for both Service Cloud and Web Service connections

Use resumeCheckpointOrStartNewoperation type

Provide all URL parameters needed to start or resume the interview

Note: When using a Web Service connector, GetCheckpoint must return a SOAP fault if no checkpoint is found that matches the supplied URL parameters


Program Agenda




1

2

3

39

Copyright © 2019 Oracle and/or its affiliates. All rights reserved. 40

Where to get more information

OPA Generallyhttp://bit.ly/OPAonOdotcom

Documentationhttp://bit.ly/OPADoco

News, Discussion and Updates

http://bit.ly/OPANews

http://bit.ly/OPAonOdotcom

http://bit.ly/OPADoco

http://bit.ly/OPANews

https://www.oracle.com/applications/oracle-policy-automation/index.html

http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm

https://cx.rightnow.com/app/answers/detail/a_id/9682


Safe Harbor Statement

The preceding 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.

41

oracle policy automation · customer journey with accurate, reliable analytics and reports. ......

Documents