Policy Automation for B2C Service

Get Involved. Join the Conversation.


    Mohana Gopal Selvam
    Difference between Guided Assistance & Policy Automation
    Topic posted November 29, 2016 by Mohana Gopal SelvamSilver Crown: 22,500+ Points, last edited November 29, 2016 
    324 Views, 5 Comments
    Difference between Guided Assistance & Policy Automation

    Hi Gurus,

    What is the difference between guided assistance and OPA. 

    We can create complex questions & answers in OPA

    We can create incident once they submit the interviews in OPA

    Can anyone give more details?




    Edited by eleep to remove acronyms and improve searchability.



    • Kurt Helfrich

      Both OPA and Guided Assistance can be used in incidents and answers to provide self-help for users, but I think that's about where the similarity ends.  The technologies are completely different, and they have different areas of application.  Here are the high level differences as we have seen them.  (In the interest of full disclosure, I have to say that I've only recently started with OPA, but it's a pretty amazing thing.)

      Guided Assistance:
      Included in Knowledge Foundation
      Simpler structure, simpler creation - basically a decision tree
      Results can NOT be captured in an incident.

      Oracle Policy Automation:
      Add-on - additional charges for dev licenses, sites, sessions
      Much more complex development and deployment process, but with correspondingly more power
      Results CAN be captured in an incident.

    • Harriet Franklin

      Both Guided Assistance (GA) and Oracle Policy Automation (OPA) are great solutions for customer and agent experiences. 

      I wouldn't say one is more complex than the other.  Each solution has a set of features that should be reviewed to determine which one fits the use case.  As we look at the various levels of service, each one can be leveraged to solve the right business use case:


      For customers/agents -

      • Great for creating a tree of questions and possible responses that will be same questions and responses regardless of the user one question at a time.
      • Good use cases:   troubleshooting, guided resolution to a knowledge answer

      Initial Creation

      • Service Cloud administrators

      OPA  -

      For customers/agents

      •  OPA uses online "Interviews" to deliver personalized experiences to provide "dynamic" behavior and present questions based on the responses from customers ( either "their" individual data from input or auto populated from Service Cloud, input or other system)  help automate decisions not from a fixed decision tree. 
      • These interviews are usually multiple pages with pause, save and resume capabilities.
      • At the conclusion of the interview, decision reports provide personalize explanations to the user
      • Interviews can also be run as a web service
      • Mobile interviews: can collect signatures;  can be run offline; collect lat/long
      • use case examples:  online applications, eligibility, perform calculations such as payments

      Initial creation -

      • Business users (or Service Cloud Admin) create rules in a natural language
      • Integrated out of the box to Oracle Service Cloud, which means you can leverage any object for defaulting values on interviews and creating/updating objects or fields on any object (such as an incident, but any object).

      Please access the online documentation for a deeper dive.



    • Jasmine Lee

      Here are some notes I sent someone else a while ago in answer to the same question...

      Guided Assistance and OPA

      • Both Service Cloud Guided Assistance and OPA Web Determinations can give the user (e.g. contact center agent, customer on a public website) a more interactive experience
      • There is some overlap in what you might do with Guided Assistance vs Web Determinations, but there are also many differences
      • Differences include: the type of logic which can be used, the way the logic is written, the data integration options and the testing tools available
      • In most cases, one of the two, i.e. Guided Assistance or Web Determinations will be more appropriate than the other

      Reasons you might use OPA instead of Guided Assistance

      • Logic is about making determinations or calculating values, rather than purely procedural
      • You want to pre-seed data from Contact (for logged in user) into interview flow in the Customer Portal
      • You want to create or update a Contact at the end of the interview flow from the Customer Portal
      • You want to trigger some action to happen at the end, e.g. generate an Incident
      • You want the policy model to be available outside of the Customer Portal
      • You want to assess multiple goals (decisions) at the same time
      • You need free text fields for some questions
      • You want integrated testing tools for testing the logic prior to deployment
      • You want a decision report explaining the outcome

      Reasons you might use Guided Assistance instead of OPA

      • Question flow is primarily procedural, rather than about making determinations – and only required within the Customer Portal or Agent Desktop
      • Question flow has minimal branching and simple logic – and only required within Customer Portal or Agent Desktop
      • Purpose is to direct users to knowledgebase articles. It is very easy to directly link Answers into various nodes in a Service Cloud Guide


    • Harriet Franklin

      Thanks for adding more detail Jasmine.  Excellent points!

    • Barrilito van Dijk

      Hi Mohana,

      Be aware that guessing you now already have OSC but don't have OPA, then OPA is something that means extra costs (but ofcourse extra advanatages). Guided assistance is there out of the box. Be aware that in case you would want to use an api for using guided assistance then you can not do that simple out of the box (if you can at all). That only works well via the customer portal pages.