Policy Automation for B2C Service

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    Harriet Franklin
    How does Policy Automation work with Oracle Service Cloud?
    Topic posted June 12, 2015 by Harriet FranklinBronze Medal: 1,250+ Points 
    802 Views
    Title:
    How does Policy Automation work with Oracle Service Cloud?
    Content:

    Oracle Policy Automation (OPA) Cloud Service can be used with Oracle Service Cloud by customers, employees or both.

    For Customers

    Using OPA within Oracle Service Cloud Customer Portal:

    • Customers can be anonymous, or logged in as authenticated users (Contacts)
    • OPA interviews can be embedded in answers, or embedded directly on a page
    • Incidents and other Service Cloud objects can be created and updated

     

    For more information, see:

     

    OPA can also be used standalone, for example, integrated with any other portal or website.

    For Employees

    Using OPA within Oracle Service Cloud Agent Desktop:

    • Agents must be logged in to use OPA interviews
    • The OPA workspace control is used
    • Incidents and other Service Cloud objects can be created and updated

    For more information, see:

     

    OPA can also be used by authenticated Service Cloud agents, via a web browser. To do this:

    • Ensure each agent has an Account (a System Administrator must manage Accounts using Agent Desktop)
    • Access the agent interview URL via the browser. (The agent interview URL is the same as the session-based interview URL, with the addition of "secure" in the path before the startsession. For example, https://server/path/web-determinations/secure/startsession/projectname. For more information, see Start a new interview via a URL.
    • When prompted, login with Account username and password

     

    For more information, please access the online documentation here