Policy Automation for B2C Service

Get Involved. Join the Conversation.

Topic

    jmastria
    Tools/Skills needed for customer facing business web wizardAnswered
    Topic posted February 27, 2018 by jmastria Green Ribbon: 100+ Points 
    87 Views, 5 Comments
    Title:
    Tools/Skills needed for customer facing business web wizard
    Content:

    Hi all.  Since the Oracle Service Cloud is so big I have a general question about the skill sets and tools that are needed to to provide a solution for a particular scenario.  At our site we currently have OPA, OPM, the Knowledge Base, and have the RightNow client installed. We are currently not using these to the best of their capabilities and are struggling to get started with them.

    If we are looking to create a customer facing business web wizard capturing some information and then create an incident in RightNow based on the outcome of the wizard:

    What additional tools if any are needed to accomplish that task with the list above?

    What developer skills if any are needed to complete the tasks in the above scenario? 

    Thanks for your help

    Joe

          

     

    Best Comment

    Matt Sevin

    Sounds like you already have Service Cloud and OPA so nothing else should be needed to accomplish what you describe.  You should require any "developer" skills either as neither OPA nor Service cloud absolutely require a developer for the required scenario - both have sufficient configuration and mapping capabilities through user friendly interfaces to support creation of a general web interview to create an incident type solutions.

    My suggestion would be to look at any of the available OPA examples and focus specifically on those that create an incident in Service Cloud.  Launch OPM and open the example policy model list from the interface (or search the OPA documentation) - you can locate examples which have Service cloud integration and/or search for those that use specific functionality.  http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Projects/Example_policy_models.htm?Highlight=examples

    BTW - Your OPA hub and Service Cloud site should already be connected if your subscription was for both at the same time.  If not, submit an SR to have tech support link the sites together for you. 

     

    Comment

     

    • Matt Sevin

      Sounds like you already have Service Cloud and OPA so nothing else should be needed to accomplish what you describe.  You should require any "developer" skills either as neither OPA nor Service cloud absolutely require a developer for the required scenario - both have sufficient configuration and mapping capabilities through user friendly interfaces to support creation of a general web interview to create an incident type solutions.

      My suggestion would be to look at any of the available OPA examples and focus specifically on those that create an incident in Service Cloud.  Launch OPM and open the example policy model list from the interface (or search the OPA documentation) - you can locate examples which have Service cloud integration and/or search for those that use specific functionality.  http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Projects/Example_policy_models.htm?Highlight=examples

      BTW - Your OPA hub and Service Cloud site should already be connected if your subscription was for both at the same time.  If not, submit an SR to have tech support link the sites together for you. 

       

    • Jasmine Lee

      As Matt says, you don't need 'developer' skills. However, you do need to learn both products.

      For OPA, these two training courses are recommended:

      Introduction to Oracle Policy Automation (1 day high level intro)

      Oracle Policy Modeling for Policy Experts (3 days): Anyone actually creating OPA policy models and interviews should do this training in addition to the 1 day intro above.

      There are also training courses for Service Cloud.

      Cheers,
      Jasmine

    • Matt Sevin

      Yes - Thank you Jasmine ... Training is always recommended, as is engaging a certified OPA implementation specialist for any significant production implementation.  They would have the skills and experience necessary to guide a design and implementation while minimizing the solution time and missteps as a new team climbs the learning curve.

    • Jasmine Lee

      Yep. Agree with Matt. Highly recommend engaging an experienced OPA consultant, especially on your first OPA project!

      Cheers,
      Jasmine

    • jmastria

      Thanks all for all the good feedback.  We will be getting some formal training.