Policy Automation for B2C Service

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Topic

    Joe Aravind
    Interview for anonymous user - Incident CreationAnswered
    Topic posted January 18, 2017 by Joe AravindBlue Ribbon: 750+ Points 
    192 Views, 13 Comments
    Title:
    Interview for anonymous user - Incident Creation
    Content:

    Hi All,

    How to create interview for anonymous user and at the end of interview incident should be created for that user.

    so first we need to create contact then incident for that contact. How to achieve both in same interview.

    Thanks,

    Joe

    Best Comment

    Jasmine Lee

    One of the demo examples ('RightNowSimple') that ships with OPM creates a new Contact and Task in the same interview. You could do something similar for a new Contact and Incident, so have a look at that example.

    User Guide: Policy Model Examples

    Comment

     

    • Jasmine Lee

      One of the demo examples ('RightNowSimple') that ships with OPM creates a new Contact and Task in the same interview. You could do something similar for a new Contact and Incident, so have a look at that example.

      User Guide: Policy Model Examples

    • Danette Beal

      Hi Joe,

      One quick question. Do you want to assign the incident to an already existing anonymous user contact, or do you want to create a new contact every time with the incident? I would discourage you from pursuing the second as you will inflate your contact table with anonymous records which are entirely useless. You can't delete an anonymous contact record without also deleting the incident record and merging is always an interesting activity. 

      Thank you for the clarification!

      Danette, Community Manager

    • Fiona Guy

      Hi Danette

      OPA is often used anonymously online and only creates a contact if the end user wants to pursue the interaction. For example, someone who has never had any dealings with Bank X may go to Bank X's website looking for a bank loan, may complete a pre-approval interview in OPA. If they stop the interaction no record is created in Service Cloud but if they are eligible and decide they would like to apply for the loan - OPA could then collect the user's name address etc, create them as a contact and perhaps also create a task or incident for an agent to follow-up with the new contact. I don't know if this is Joe's use case, but it is a fairly common one for OPA customers with no issue. We don't use any 'pre-existing anonymous contact' - only useful actual contact data. 

      Fiona

       

       

    • Danette Beal

      Thanks Fiona for the additional information!

      This absolutely make sense in this use case. I am not as familiar with OPA and every time I hear Anonymous Contact I cringe a little bit inside because of personal experience with a standard incident workflow. Do you know if you can create a contact and incident within the same interview as Joe needs?

      Thanks again!

      Danette, Community Manager

    • Jasmine Lee

      Hi Danette,

      Yep, my first reply above was addressing Joe's original question. And I was assuming the same style of use case as Fiona described.
       
      The specific example I mentioned is about creating a Contact and a Task in the same OPA interview, but it should be similar for a Contact and an Incident.

      Cheers,
      Jasmine

    • Joe Aravind

      Hi All,

      Thanks for your replies. i need to check whether the given email id have contact or not. if the mentioned email id has contact, i need to create incident for that contact. if the email id not having contact then create a contact as well as incident for that contact. it is similar to Danette  first case.

      Example:

      Its like a enquiry page. First user enter their information like first name,last name and email address then they will give interested product details through opa interview. if that particular email id has contact then incident should create under that email id.(only incident). if given email id not having contact then contact as well incident should be create (contact + incident). i need to check contact before creating incident.

      Thanks,

      Joe

    • Joe Aravind

      Hi Team,

      Any idea about the above issue.

      Thanks,

      Joe.

    • Danette Beal

      Hi Joe,

      Did you look at the documentation Jasmine posted? Did you find this helpful?

      One of the demo examples ('RightNowSimple') that ships with OPM creates a new Contact and Task in the same interview. You could do something similar for a new Contact and Incident, so have a look at that example.

      User Guide: Policy Model Examples

    • Joe Aravind

      Hi Danette,

      I saw the document and it was very helpful. Now i want to check the contact email address before creating contact. i have explained the scenario my previous post. 

      Thanks,

      Joe.

    • Davin Fifield

      Hi Joe,

      The suggested approach is:

      1. Prompt the user for their email address before you show the OPA interview.
      2. If that email address corresponds to a contact (which you should be able to check using Connect PHP - but I'm no expert on that), you can direct them to login, and then launch the OPA interview as that Contact.
      3. If the email address does not correspond to a known contact, you can launch the OPA interview without a contact id.

      The mapping settings in the OPA project would have the Contact as optional when the interview starts, and Create/update Contact when the interview is saved.

      Davin.

       

    • Joe Aravind

      Hi Davin,

      Thanks for your reply. i already followed the approach which you suggested. My challenge is checking the contact id before creating contact. You mentioned about connect PHP. I don't have any idea about it. can you give me any documents or link about Connect PHP that would be very helpful for me.

      Thanks,

      Joe

       

    • Davin Fifield

      Suggest you start on the technical documentation page, and follow the links for Connect PHP.

      Then you could use the Customer Portal forum for further assistance:

       

       

    • Joe Aravind

      Hi Davin,

      Thanks for your information. I will try to make it work.

      Thanks,

      Joe