Policy Automation for B2C Service

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  • Harriet Franklin
    How does Policy Automation work with Oracle Service Cloud?5.0
    Topic posted June 12, 2015 by Harriet FranklinBronze Medal: 1,250+ Points 
    How does Policy Automation work with Oracle Service Cloud?

    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

  • santhosh xavier
    Accessing OPA through webservices and implement that in...1
    Topic last edited June 11, 2015 by santhosh xavierBronze Medal: 1,250+ Points 
    Accessing OPA through webservices and implement that in RightNow

    How easy it is to access OPA web determination using webservices and present the questions inside a rightnow page preferably through widgets without the use of iFrames.

    if there are any samples out there that I can follow.?

    The custom OPA widget mentioned in this documentation uses iFrames



    Thank you,


  • Harriet Franklin
    How can my company/organization get access to Policy...5.0
    Topic posted June 10, 2015 by Harriet FranklinBronze Medal: 1,250+ Points 
    How can my company/organization get access to Policy Automation Cloud?

    Policy Automation can be used across multiple channels including Web Self-Service (Web Customer Service), chat and the Agent Desktop.  

    To get access Policy Automation for Web Self-Service, you can contact your Oracle Account Manager and ask him/her to provide you with information on another type of Web session referred to as,  "Oracle RightNow Universal Tier 3 sessions".  If you are currently using Web Self-Service you are using T1 sessions and will still need T3 sessions for Policy Automation.

    To get access Policy Automation via the agent desktop, you can contact your Oracle Account Manager and ask him/her to update you on, "Oracle Policy Automation for Agents Cloud Service"

    In the meantime, you can access a Web Self-Service demo website, please access this link:  Policy Automation Demo    In this website, Policy Automation is launched via a link inside a knowledge article.

  • Davin Fifield
    How do I know when my Policy Automation site will be...5.0
    Topic posted June 9, 2015 by Davin FifieldGold Medal: 3,500+ Points 
    How do I know when my Policy Automation site will be upgraded?

    For the past two years, new versions of Policy Automation have been included in every other Service Cloud release. New versions were released in August 2013, February 2014, August 2014 and February 2015.

    The next release is also expected to follow this pattern: in August 2015. Thereafter it is expected upgrades will be quarterly.

    All customer OPA sites are upgraded each time a new release becomes available. Each upgrade is non-disruptive to the ongoing operation of your site. Upgrades are scheduled during a regular site maintenance window. Typically this is on late Friday night / early Saturday morning in your region, in the month following the version's release. So for example, in March for the February 2015 release.

    Test sites are upgraded first, usually two weeks before the corresponding production site. If you do not have a test site, you should request one, or create one for yourself through the Oracle Cloud self-service administration portal. Your self-service admin portal has a site URL like: https://myservices.ap1.oraclecloud.com/mycloud/faces/dashboard.jspx.

    The administrative contacts for your site will receive a notification email about a week before the upgrade is scheduled to take place. This email contains links to information about new features and any other important information about the new version. The administrative contact should review this information, and forward it to any Policy Automation users that may find it useful. For example, there are Policy Modeling enhancements in every release that rule and interview authors are likely to be interested in.

    Once the test site is upgraded, it is a good idea to make sure policy models and interviews are all still working as expected. 

    See also the following answer: https://cx.rightnow.com/app/answers/detail/a_id/6244/

    So, in short, if you are wondering when your site will be upgraded, make sure you know who the administrative contact is for your OPA site, and make sure they aren't just deleting those site maintenance notifications! Keep an eye out in particular the month after the release date.


  • Davin Fifield
    What's new in February 2015?5.0
    Topic posted June 9, 2015 by Davin FifieldGold Medal: 3,500+ Points 
    What's new in February 2015?

    This deck on Oracle Technology Network has details of new features and benefits in Policy Automation for the February 2015 Service Cloud release. You should also check out the What's New page in the Policy Automation documentation library.

  • 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


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