Policy Automation for B2C Service

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  • Harriet Franklin
    Welcome to Policy Automation Cloud45.0
    Topic posted June 10, 2015 by Harriet FranklinBronze Medal: 1,250+ Points 
    Welcome to Policy Automation Cloud

    As you know, Oracle Policy Automation Cloud has been part of the Oracle Service Cloud Portfolio since February 2013. 

    Getting Started? - please check out this introductory Policy Automation Cloud Video to learn more

    Already a user?  - please find the link to the latest documentation  documentation link



  • Jasmine Lee
    Tips for polishing your OPA policy model15.0
    Topic posted July 1, 2015 by Jasmine LeeBronze Medal: 1,250+ Points 
    Tips for polishing your OPA policy model

    I've created a presentation with Tips for Polishing Your OPA Policy Model. The presentation covers the following topics:

    Substitution and Sentence Generation
    – Name Substitution
    – Gender Pronoun Substitution
    – Second Person Sentence Generation
    – Substituting Names in Labels

    Screen Configuration
    – Labels on Interview Screens
    – Interview Stages
    – Containers
    – Entity Collect Screen
    – Adding Images to Interview Screens

    Enhancing Web Determinations
    – Look and Feel of Web Determinations
    – Configuring Attribute Value Formats
    – Configuring Standard Message Strings
    – Document Generation using BI Publisher

    User Input
    – Default Values for Attributes on Screens
    – Validating User Input – Event rules
    – Validating User Input – Data tab
    – Value Lists

    Improving the Explanation (Decision Report)
    – Trimming Explanations – Attributes
    – Trimming Explanations – Relationships
    – Intermediate Attributes

    Language Support
    – Adding a Verb to the Default Verb List
    – Adding a Translation Layer
    – Writing Rules in Other Languages


  • Sheri Hastings
    How to Remove the 2nd OPA Scroll Bar when using OPA in...45.0
    Topic posted August 25, 2016 by Sheri HastingsSilver Medal: 2,000+ Points 
    How to Remove the 2nd OPA Scroll Bar when using OPA in Oracle Service Cloud

    I am posting this for those of us who are not HTML developers but who need to know how to remove the 2nd OPA scrollbar when OPA is running inside of Service Cloud. . This worked for me but  if any HTML developers are reading this and there is a better way to do it, that would be useful also,

    My customer,  was disturbed that there are two scroll bars, one for OPA and one for Service Cloud. Obviously I could just move some of the questions to additional screens but he did not want to do that either.
    I knew I would have to modify the OPA Widget but not being an HTML developer I was not sure exactly how.

    I researched it and what I ended up doing was modifying the iframe height in the view file  which worked just fine for my particular interview,

    I think I could also have added a noscrolling parameter but that is not supported in later HTML. There is also an overview parameter I also could probably have added but for me this simple height change was easier.

    Here is exactly what I did.
    1. Opened the following file in webdav:
    2. changed iframe height from 600 to 1000

    1000  was enough to fix the double scrolls issue for my particular interview.


    Service Cloud, Customer Portal, Connect
    Code Snippet:
  • Harriet Franklin
    "Try it" download the OPA Mobile App5.0
    Topic posted January 27, 2016 by Harriet FranklinBronze Medal: 1,250+ Points 
    "Try it" download the OPA Mobile App

    Curious about Policy Automation capabilities?  

    You can download the mobile app on the App store or Google play.  You will have access sample interview projects including:

    • Airline Cancelled/Delayed Flight Compensation, Business License Wizard and Energy Saver for customer self-service, Insurance Picker for tailored policy advice, Know Your Customer - for customer on-boarding

    These demonstrations are publicly available.  To access the OPA app:

    • Download on the AppStore / GooglePlay
    • To access the sample interviews, there is no need to connect to Server
    • When prompted to connect, skip that step.
  • Harriet Franklin
    Enhance Knowledge with Personalized Advice5.0
    Topic posted December 14, 2015 by Harriet FranklinBronze Medal: 1,250+ Points 
    Enhance Knowledge with Personalized Advice

    A great customer experience is the goal for any service organization. An important component to that success is a strong knowledge foundation leveraged across multiple channels for both customers and agents.  Companies are looking for new ways to innovate and differentiate service in today’s market while public sector entities strive to innovate and improve citizen service.

    Web customer service is now the channel of choice for customers and empowers them to solve a variety of requests quickly and easily.   But, what happens when the customer isn’t able to solve every request using this channel?  The customer becomes frustrated and calls the contact center.  This drives up the cost to serve and decreases customer satisfaction. 

    Agents are great at leveraging the benefits of the knowledge base to provide consistent service to customers, but the more complex requests require more time to resolve.  These requests usually involve manual interpretation of complex procedures.  To further complicate the ability to serve, organizational and service policies, legislation and business processes frequently change thus causing inconsistent advice provided by agents.

    Automating these changing policies and processes will benefit organizations by:

    • Preventing calls from going into the contact center
    • Providing consistent service for agents and reducing talk time

    Oracle Policy Automation (OPA) automates business processes, policies and procedures. Oracle Policy Automation is an end-to-end solution for capturing, managing, and deploying policies using online interviews. Available across multiple channels, these online interactive interviews or web forms can be embedded seamlessly into knowledge articles available to both customers and agents.

    Together using Oracle’s knowledge solutions, OPA provides the ultimate customer experience. Innovative organizations are using Oracle Policy Automation to:

    • Deliver Dynamic, Personalized Advice – Policy Automation interviews understand which policies apply to a customer based on their particular circumstance. Each customer gets personalized advice tailored to their unique situation.
    • Provide Real-time Decisioning and determinations – At the conclusion of the interview, service decisions with detailed explains are available to such questions as: is the customer eligible for a product return or upgrade?;  is the customer eligible for the benefit?
    • Ensure compliance - With business friendly authoring, business users can create and maintain rules using natural language tools. Compliance reports are also available to ensure rules and policies are met.
    • Reduce Costs - Integrated out of the box with Oracle Service Cloud, policy automation can be deployed in the contact center and web customer service channels without customization.

    Adding Oracle Policy Automation to Knowledge will lead to increased customer satisfaction and operational efficiencies and ultimately increasing revenue.

    Want to know more? Click here to see a video Want to try it for yourself?  Click here for an online demo

    For more details, see Online Documentation with Service Cloud

  • Heike Lorenz
    Ready to enhance cross-channel customer experiences with...25.0
    Topic posted May 7, 2015 by Heike LorenzRed Ribbon: 250+ Points 
    Ready to enhance cross-channel customer experiences with more personalized service?

    Let me show you how!  

    But first, what makes this possible?   

    Oracle Policy Automation looks at the interview process differently.  It looks to the policy to drive the process. 

    The policy is where all the logic resides to determine whether someone is eligible for a  product upgrade, new cell phone plan, credit card eligibility, best home loan options, recommend new insurance options and more.  OPA empowers you to easily automate those policies (no matter how simple or complex), not only developers then allowing you to quickly launch OPA from a knowledge article, webpage or inside the agent desktop.

    Why is that cool? It’s cool because it enables the business to automate policy-based decisions. This gives the business and stakeholders control and visibility throughout the whole automation process. 

    But how does this drive a more personalized customer experience?  It drives a more personalized customer experience as OPA mimics the policy enabling an interview flow that asks only questions that are relevant - and what is relevant is unique to every customer.  Never presenting questions that are not relevant! Making the interview process dynamic as shown in the screenshots below:

    OPA Summary

    Detailed Flows - Path 1 - The customer signs up for insurance coverage and selects various options.  At the end of the selection, an insurance summary is presented with a rate automatically calculated based on options chosen

    Path 2 - In this example, the customer chooses dental insurance.  The summary reflects a different amount.  This summary page may be saved and attached to the incident.

    Because it all starts and stops with the policy, when the policy rules change the interview will change automatically no matter where it has been deployed – contact center, on-line or walk in centers.  Imagine all your channels always being up to date, consistent and compliant!

    With OPA, you are able to provide your customers a more consistent and satisfying experience no matter what channel they wish to interact!

    Want to know more? Click here to see a video .  Want to try it for yourself?  Click here for an online Customer Experience Demo

    Online Documentation with Service Cloud


  • Heike Lorenz
    SAVE THE DATE | Policy Automation Focus Group Events95.0
    Topic posted May 3, 2017 by Heike LorenzRed Ribbon: 250+ Points 
    SAVE THE DATE | Policy Automation Focus Group Events

    Hello Everyone

    We are kicking off our annual Oracle Policy Automation Focus Group events across the globe.


    Here are the dates and locations:


    13th June London

    15th June Utrecht

    19th June Paris 

    21st June Dubai 



    19th July Canberra



    TBC September Washington DC 

    TBC September Toronto



    TBC September Sao Paulo 


    For those of you who have not previously attended these events, they are designed to facility collaborative discussions with OPA Product Development, hear from other customers about their projects, and to give feedback on planned innovations directly to the OPA product development team. 

    This is an excellent opportunity to connect with Product Development team and network with other OPA customers to learn from previous successful projects and helping drive product priorities. 

    Save the date and come join us!

    Please RSVP to heike.lorenz@oracle.com

  • Harriet Franklin
    Oracle Service Cloud Policy Automation Solution Overview...15.0
    Topic posted October 14, 2015 by Harriet FranklinBronze Medal: 1,250+ Points 
    Oracle Service Cloud Policy Automation Solution Overview Video

    Here is a three minute video for Oracle Service Cloud Policy Automation Solution Overview

    The video discuss business challenges and demonstrates a use case so you can see how it works!

  • Stephanie Kaleva
    Register Now! Ask the Experts Webinar: Easily Automate...15.0
    Topic posted October 20, 2015 by Stephanie KalevaBronze Medal: 1,250+ Points 
    Register Now! Ask the Experts Webinar: Easily Automate Complex Requests to Deliver Great Service...

    Oracle Service Cloud Ask the Experts Webinar

    Register Now!

    Easily Automate Complex Requests to Deliver Great Service Experiences

    Wednesday, December 16 @ 8 a.m. PST/11 a.m. EST

    Delivering great service experiences can be tough, and it’s even more challenging with complex requests that must comply with changing organization, product, or department policies and rules. Join Harriet Franklin, Outbound Product Manager for Policy Automation, and discover how to improve the customer experience across all channels using Policy Automation. Harriet will walk thru the step-by-step process of creating online interviews and deploying them in customer portal and the agent desktop. During this webinar, Harriet will demonstrate how to:

    • Write rules in natural language such as word and excel
    • Map to Oracle Service Cloud
    • Configure interactive Interviews
    • Improve knowledge articles with Policy Automation
    • Interact with an online interview

    About the Presenter:
    Harriet Franklin is the Outbound Product Manager responsible for Oracle Service Cloud Policy Automation. Harriet is very passionate about Oracle Service Cloud and often refers to it as the “Best product on the Planet.” She works with global customers in both public sector and commercial industries as an evangelist for Policy Automation. Harriet lives on the east coast in Chevy Chase, MD.

  • Chaundera Wolfe
    Oracle Service Cloud’s Policy Automation Helps Transform H...25.0
    Topic posted September 23, 2015 by Chaundera WolfeGreen Ribbon: 100+ Points 
    Oracle Service Cloud’s Policy Automation Helps Transform Healthcare Delivery at KP OnCall

    KP OnCall is using Oracle Service Cloud’s Policy Automation to transform healthcare delivery for over 4 million members, solving the problems of members on their terms, in their location and on their time.  Its story has qualified it as a finalist for Constellation Research’s 2015 ‘Next Generation Customer Experience’ Supernova award.  The award is based partially by judge’s scores and partially by public vote.  Help us make our customer a Winner, please follow the link below and vote for KP OnCall (simply press the ‘Vote for this Entry’ button).  Also check out the incredible story of how KP OnCall is streamlining the delivery of non-emergency care, reducing care costs, achieved a 12:1 ROI, and increased member satisfaction.


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