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Oracle Policy Automation Cloud Service Features and Benefits
February 2014
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 2
Agenda
Introducing Oracle Policy Automation Cloud Service
Overview of Capabilities
New Features in February 2014
Further contacts
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 3
Agenda
Introducing Oracle Policy Automation Cloud Service
Overview of Capabilities
New Features in February 2014
Further contacts
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 4
Introducing Oracle Policy Automation Cloud Service
Microsoft Office Policy Modeling
(Cloud Edition)
Your Web-Site
Policy Automation Cloud Service
RightNow CX
Cloud Service
Policy Experts
Agents Customers
Model policies and end user interviews in a
business-friendly desktop experience
Manage the policy lifecycle with streamlined
cloud-based administration and deployment
Provide personalized web-based advice for
customers and agents
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 5
Introducing Policy Automation Cloud Service Enable Personalized Guidance
Deliver clear, transparent
and personalized advice
Increase customer
satisfaction and reduce call
center volume
Provide documents that
record and explain decisions
Reduce the number of
escalations and appeals
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 6
Decrease errors and training
costs
Consistent, personalized
cross-channel guidance
Can also integrate policies
via standard web services
Introducing Policy Automation Cloud Service Enable Cross-Channel Consistency
RightNow Customer Portal
RightNow Agent Desktop
RightNow Knowledge Base
Your Web-site / Application
Policy Automation Interviews
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 7
Introducing Policy Automation Cloud Service Enable Agile Customer Service
Up-to-date
advice
Update with Oracle Policy
Automation
Policy change
Deploy
Policy modeling
with
Microsoft Office
Business-friendly
policy authoring
experience
Respond quickly to
changes in legislation
and policy
Rules match the
language and layout of
source material
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 8
Introducing Policy Automation Cloud Service Business Users Maintain Policies and Interviews
Intuitive Desktop Modeling Environment
Rules Modeled in Natural Language
Word and Excel Documents
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 9
Make Agile Cross-channel Decisions
CAPABILITY HIGHLIGHTS
Capture decision logic as Word and Excel
documents using natural business language
Provide dynamic questionnaires in Agent Desktop
that interact directly with case data
See and save explanations of each decision made
KEY BENEFITS
Improve customer satisfaction and reduce
appeals with personalized and transparent advice
Deliver accurate and consistent decisions across
channels, even as policies changes
Reduce training costs, by empowering any agent
to handle even the most complex cases
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 10
Agenda
Introducing Oracle Policy Automation Cloud Service
Overview of Capabilities
New Features in February 2014
Further contacts
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 11
Streamlined User Interface
Simple, Tabular Layout
(Project, Rules, Data, Interview)
Quick Search
Easy Access to Existing and
Sample Projects
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 12
Intelligent Rule Authoring
Auto-generation of all attributes
Simply save the document to create
Oracle Policy Modeling rules
Centralized parsing in Oracle Policy
Modeling
New Rule Assistant
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 13
WYSIWYG Screen Authoring
Drag and Drop Layout
Single-click to run an interview
Control Next button text and behavior
In-line text override
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 14
Integrated Data Mapping
Map data directly onto the RightNow service data
model through Oracle Policy Modeling without the need for additional configuration
At-a-glance view of all mapped data
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 15
Integrated Data Mapping (Continued)
Data can be used
to customise the
user experience or
create or update
incidents, contacts
or any other data in
RightNow.
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 16
Oracle Policy Automation Hub
Integrated with Oracle Policy
Modeling
Full view of version history
Manages RightNow Data Connection
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 17
Oracle Policy Automation Hub: Deployment Management
Quick deployment and undeployment
of Oracle Policy Modeling Projects
Seamless transitions for live
users
Full visibility of deployment history
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 18
… and lots of other features!
Translations Document Generation (Forms)
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 19
Agenda
Introducing Oracle Policy Automation Cloud Service
Overview of Capabilities
New Features in February 2014
Further contacts
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 20
Collect Customer Data More Accurately and Efficiently
FEB 2014: Interview Enhancements
CAPABILITY HIGHLIGHTS
Calendar control: New popup control for
choosing dates, and Day/Month/Year pick-list
mode
Tabular entity collection: Collect rows of
information using a new column-based layout
KEY BENEFITS
Improve success rates for customer self-
service data entry
Improve productivity for agent data collection
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 21
Make Policy Changes More Quickly
FEB 2014: Enhanced Rule Navigation
CAPABILITY HIGHLIGHTS
Browse within Word: Navigate through rule
structure from within Word documents
Debug current rule: Launch debugger directly from
highlighted location in Word or Excel rule document
Debug failing test case: Launch debugger directly
from a failing test case in an Excel workbook
KEY BENEFITS
Improved productivity for policy modelers and
testers when maintaining and updating policy rules
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 22
Empower Non-English Speaking Policy Experts
FEB 2014: More Language Parsers
CAPABILITY HIGHLIGHTS
Scandinavian, Portugese, Japanese and
Italian parsers: Write natural language rules
in Word and Excel, in Danish, Norwegian and
Swedish, Portuguese (Brazil or Portugal),
Japanese or Italian
Translated UI and full function reference
available for each language
KEY BENEFITS
Empower policy experts to model and
review rules in the language of their policy
source material
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 23
Improve Agent Interactions
FEB 2014: Enhanced Agent Desktop Capabilities
CAPABILITY HIGHLIGHTS
Simultaneously run multiple agent interviews
using Oracle Policy Automation.
Automatically save incident threads to record
customer interactions and interview results.
KEY BENEFITS
Handle multiple customer queries on various
topics at the same time
Ability to create sub-interviews to follow the
natural flow of the customer interaction
Record the customer experience detail
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 24
Build a Business Case with Industry-specific Samples
FEB 2014: New Reusable Sample Projects
CAPABILITY HIGHLIGHTS Financial Services sample for banking staff to appropriately
on-board a new bank customer
Media and Entertainment sample demonstrating how
copyright rules can be applied
Higher Education sample for student self-service,
recommending appropriate course, scholarship and campus
accommodation for a prospective student
Example of how to upload attachments to RightNow as part
of an OPA interview experience
KEY BENEFITS Show stakeholders how easy it is to use Oracle Policy
Automation in your industry
Kickstart new interviews by reusing sample rules
Enhance existing interviews by copying the sample
features to improve the customer experience
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 25
Agenda
Introducing Oracle Policy Automation Cloud Service
Overview of Capabilities
New Features in February 2014
Further contacts
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 26
Where to get more information
Overview
Policy Automation: http://www.oracle.com/technetwork/apps-tech/policy-automation/overview/index.html
Oracle Cloud Service: http://www.oracle.com/au/products/applications/rightnow/overview/index.html
Forums
Policy Automation: https://forums.oracle.com/forums/forum.jspa?forumID=828
RightNow: http://communities.rightnow.com/groups/eedd6685ae/summary
Documentation
Policy Automation User Guide:
http://documentation.custhelp.com/euf/assets/devdocs/february2014/PolicyAutomation/en/Default.htm
RightNow User Guide and more: https://cx.rightnow.com/app/answers/detail/a_id/5168
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 27
Social Media – Keep in Touch!
https://twitter.com/OracleOPA
https://www.facebook.com/OraclePolicyAutomation
http://www.linkedin.com/groups/Oracle-Policy-Automation-3431282/about
http://www.youtube.com/user/OraclePAVideos
https://blogs.oracle.com/OPA/
