Policy Automation for B2C Service

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  • Narendra Muttineni
    Unable to open word document (rules) from Policy...Answered3
    Topic posted October 29, 2015 by Narendra MuttineniSilver Crown: 22,500+ Points 
    Unable to open word document (rules) from Policy Modeling

    Hi Everyone,

    I am new to OPA. Today, I have installed OPM in my machine. I am trying to create new rule document from OPM, unable to open the document and getting an error (Please find the screenshot). Please help me to fix on this issue. Any small help, it would be great appreciate.



  • 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.

  • 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!

  • Sathya Sundar Seshadri
    Modelling OPA for configuration and quoting productsAnswered2
    Topic posted October 8, 2015 by Sathya Sundar Seshadri 
    Modelling OPA for configuration and quoting products


    I have a scenario where we are using CPQ cloud service (for configuring products for my customer). The rules of such configuration and guided selling are managed in CPQ. However there are certain rules which are to be managed else where due to some limitations in CPQ. I am thinking of managing this in OPA. These are determinstic as well. However some of the input data for these rules are going to come from CPQ or equivalent system and based on this input, OPA will derive ther response based on the policy model and get thr results. These results will then be taken to oracle ebusiness suite for creating orders


    Example- A product contains of A,B,C,D items. A, B are going to come from CPQ or a quoting system. However  A  implies C is  one of the rules to be modelled in OPA, let us say. When A is selected in quote, we should model such rules in OPA, get the input of 'A' to OPA', feed into OPA, and then get C as a result.

    A and C will then together go into the order fulfillment system


    Can this be achievable in OPA using OPM and web service for example


    The rules are 'Implied' rules, Boolean, Calculations


    I have attached sample rules of implied type which need to be modelled in OPA, can you throw some light on this please


  • 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.


  • Davin Fifield
    How are customers using Oracle Policy Automation...25.0
    Topic posted August 26, 2015 by Davin FifieldGold Medal: 3,500+ Points 
    How are customers using Oracle Policy Automation (OPA)?

    The top question I hear from customers is “Where can OPA provide the most value to my organization?”.  Oracle Policy Automation is well-suited for simple to complex customer service scenarios. It brings agility and transparency to personalized self-service advice, decisions, recommendations and more. OPA interviews provide personalized online guidance that can be deployed across multiple channels, including on mobile devices.

    OPA can be used to answer questions like these:

    • Can I exchange this product? 
    • Do I qualify for a refund?
    • What is the cost of my insurance?

    Want to know how OPA applies to your industry?  See the attached presentation, which has many examples including links to online sites and demonstration projects. 

  • Jonathan Watson
    OPA to trigger a "named event"?3
    Topic posted August 4, 2015 by Jonathan Watson 
    OPA to trigger a "named event"?

    Hello forum,

    I need to know whether, on completion of an embedded (within Service Cloud) OPA form, a “named event” be triggered in Service Cloud?

    We could trigger a Custom Process Model (CPM) in Service Cloud as a result of an update but this is more complex and is considered a customisation.


  • Nisar
    Javascript API and OPA8
    Topic posted August 3, 2015 by NisarBronze Crown: 15,000+ Points 
    Javascript API and OPA

    I'm accessing an OPA interview inside the Service Cloud (Not via the browser control/CP page). In one of the scenarios, I'm required to load the Javascript API. But it doesn't seem to be working and I'm getting the following error whenever the following line is executed

    var inc = window.external.Incident;

    The error being thrown is

    TypeError: Unable to get property "Incident" of undefined or null reference

    Does this mean I can't use Javascript API inside OPA interviews?

    EDIT: My bad! It's not via the browser control, but within the Service Cloud CX itself.


  • 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


  • 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

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