Oracle RightNow Policy Automation Cloud Service
Oracle Policy Automation Cloud Service
Allows to build dynamic, interactive questionnaires based on business requirements
and complex policy documents
These questionnaires can also be served to customers through customer portal
With policy automation customer can:
• Deliver consistent, accurate and transparent self-service advice that is easily kept
up-to -date with the latest legislation and policies
• Improves customer satisfaction by guiding customers to apply for only those
benefits and services that are relevant to their circumstances
Oracle Policy Automation Cloud Service- Usage
Usage of policy automation to:
• Determine customer’s eligibility for a benefit, permit, loan, discount, license, product
upgrade, or parental leave
• Determine customer’s rate of benefit, allowance, deduction, tax, discount, waiting
period, or follow-up
• Create online forms, such as online self-service applications, change-of-circumstance
forms, agent checklists, decision summaries, or audit reports.
Oracle Policy Automation Cloud Service-Features
Features:
• Desktop modeling interface for policy experts
• Ability to write rules in Microsoft Word or Excel
• Data object mapping between policy automation and Oracle RightNow CX
• Intuitive questionnaire designer for creating dynamic and personalized questionnaires
• Ability to create incidents and update records in Oracle RightNow CX based on
questionnaire answers
Set Up
• Step 1 - Create the user OPA_Client in RightNow CX Cloud services
1. Create a Profile by doing the following:
i. Give the profile a name in the Profile Interfaces - Edit view
Set Up…Continued
ii. Set permissions on the Profile Permissions - Edit view as follows: Connect
Data Integration in the Administration area and Account Authentication in
the Public SOAP API area.
Set Up…Continued
2. Create a new user called OPA_Client and assign it to the Profile as
created above
i. On the Home tab, select the Staff Accounts by Group folder and click
on New
ii. Create a new Group for the OPA_Client user
iii. Select the Staff Accounts by Group folder and click on Details to add the
user to the OPAServiceProfile.
Set the password that will be used in step 3 below by clicking on the
Change Password button and enter and confirm your password, ensuring
it follows the password policy of your organization.
In addition to the password, you should set the Time Zone to anything
between GMT-1 and GMT-14. The time zone must be west of UTC
(Coordinated Universal Time)
Set Up…Continued
Set Up …..Continued
• Step 2 - Enter the password for the user OPA_Client in OPA Hub
Need more information on OPA Hub
Thank You