Policy Automation for Service

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    qi yipeng
    record all customer choice content in the interview
    Topic posted June 10, 2019 by qi yipengRed Ribbon: 250+ Points 
    33 Views, 3 Comments
    Title:
    record all customer choice content in the interview
    Summary:
    record all customer choice content in the interview
    Content:

    Dear All,

    I am a newcomer to OPA. Now we have a problem. My client wants to record the track of each customer's choice in the interview. Do we have any good way to achieve it?

    Please give me some advice.

    Thank you,

    Version:
    19B

    Comment

     

    • Jasmine Lee

      Are you saying you want to store the data collected during the OPA interview?

      OPA itself doesn't store data, so you'd need to integrate OPA with another application (which could be an Oracle application, but it doesn't have to be). There's pre-built integration between OPA and some other applications (e.g. Service Cloud), but you can also build your own integration if there's no pre-built connector. Here are some integration-related articles in the OPA Documentation Library.

      Cheers,
      Jasmine

    • qi yipeng

      Hi, Jasmine Lee

      I am very glad that you can reply to me.

      Yes, I want to record the choices made by each customer during the opa interview and generate an incident. According to what you said, I can record data by mapping with objects in the service cloud, and display the records in the form of report. But now I want to display the choice in the opa interview interface of the client directly through the policy automation control in the workspace, that is, the choice of the opa interview made by the client is directly displayed in the incident in the oracle service cloud. Is there a way to do this in existing functions?

      Please give me some advice,

      Thank you,

    • Jasmine Lee

      There's a very useful page in the OPA documentation with example data mapping settings for OPA + Service Cloud.

      Data collected in an OPA interview can be displayed elsewhere in the OPA interview using substitution. There are other options, but this could be a good one depending on your use case.

      Displaying the data in the Incident itself (i.e. in a Service Cloud workspace or view) would require mapping the data from OPA to Service Cloud, and then exposing that mapped field on the Incident workspace in Service Cloud (this would be Service Cloud configuration).