Oracle Policy Automation Cloud Service

Oracle Policy Automation Cloud Service Features and Benefits August 2013

Agenda

 Introducing Oracle Policy Automation Cloud Service  Overview of Capabilities  New Features in August 2013  Further contacts

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Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

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Introducing Oracle Policy Automation Cloud Service Agents RightNow CX Cloud Service

Customers

Your Web-Site

Policy Automation Cloud Service

Policy Modeling (Cloud Edition)

Microsoft Office

Policy Experts

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 Provide personalized web-based advice for customers and agents  Manage the policy lifecycle with streamlined cloud-based administration and deployment  Model policies and end user interviews in a business-friendly desktop experience

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

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Introducing Policy Automation Cloud Service Enable Cross-Channel Consistency Policy Automation Interviews

RightNow Customer Portal

RightNow Agent Desktop  Decrease errors and training costs

RightNow Knowledge Base

 Consistent, personalized cross-channel guidance  Can also integrate policies via standard web services

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Your Web-site / Application

Introducing Policy Automation Cloud Service Enable Agile Customer Service Policy change

Update with Oracle Policy Automation

Up-todate advice

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Deploy

 Business-friendly policy authoring experience

Policy modeling with Microsoft Office

 Respond quickly to changes in legislation and policy  Rules match the language and layout of source material

Introducing Policy Automation Cloud Service Business Users Maintain Policies and Interviews Intuitive Desktop Modeling Environment

Rules Modeled in Natural Language Word and Excel Documents 8


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

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Streamlined User Interface Simple, Tabular Layout (Project, Rules, Data, Interview)

Quick Search Easy Access to Existing and Sample Projects

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Intelligent Rule Authoring Simply save the document to create Oracle Policy Modeling rules Auto-generation of all attributes Centralized parsing in Oracle Policy Modeling New Rule Assistant

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WYSIWYG Screen Authoring Drag and Drop Layout In-line text override Control Next button text and behavior Single-click to run an interview

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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

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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.

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Oracle Policy Automation Hub Integrated with Oracle Policy Modeling Manages RightNow Data Connection

Full view of version history

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Oracle Policy Automation Hub: Deployment Management Quick deployment and undeployment of Oracle Policy Modeling Projects Full visibility of deployment history Seamless transitions for live users

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… and lots of other features!

Translations

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Document Generation (Forms)

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Provide Tailored Interview Experiences Custom Controls CAPABILITY HIGHLIGHTS  Override any input control: Input controls can be

overridden to collect data in any way  Customize the content: All current interview data is

passed to your URL, which returns the control HTML  Sample files provided: Sample files are provided that can

be hosted as Customer Portal pages (PHP)

KEY BENEFITS  Provide intuitive service experiences, by tailoring the

appearance and behavior of how data is collected  Leverage existing skills and infrastructure to quickly

and easily deliver scalable and reliable customizations  Upgrade seamlessly to new product versions, avoiding

complex and expensive compatibility testing and accelerating the pace at which new features can be used

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Configure Interviews for Every Context Responsive Interview Design Capability Highlights • Device-optimized navigation: On mobile devices, interview

navigation is automatically shown in a more compact form • Adaptive appearance: Control whether header, footer and

progress stages appear for embedded (iframe) interviews • Easily configurable interview styles: Styles, messages and

formats can now be tailored through an easy-to-use interface

Key Benefits • Provide an optimal experience on every device so every

customer successfully completes each service interaction • Deliver multiple channel interviews from a single source with

minimal effort • Easier and faster to configure desired interview appearance

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Understand How Every Decision Was Reached Explanations CAPABILITY HIGHLIGHTS  Show an explanation control on any interview screen, to show why a decision has been made  Explanation is explored by the user to drill into the

policy reasons for any decision, calculation or advice  Automatic substitution personalizes the advice

with family member names or other data KEY BENEFITS  Reduce appeals with clear explanations of how decisions are being made  Improve satisfaction through confidence in the

decision making process being used  Process more cases by ensuring agents have fast

access to detailed decision information

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Ensure Only Humans Submit Service Requests CAPTCHA Control CAPABILITY HIGHLIGHTS  Insert a CAPTCHA test at any point in an interview, that must be answered correctly to continue  Control whether the CAPTCHA is shown using

any visibility rule  Automatically provide both image and audio

versions of the challenge phrase KEY BENEFITS  Prevent automated bot responses to eliminate unnecessary work for agents  Keep satisfaction high by hiding CAPTCHA for

trusted users  Adhere to accessibility requirements

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Model Policies Faster Rule Assistant CAPABILITY HIGHLIGHTS  Popup rule editor provides real-time assistance with writing rules in Microsoft Word  Automatically filtered list allows users to easily

choose relevant rule elements  Create new or restructure existing rules

KEY BENEFITS  Easier to learn how to write accurate policy rules  Eliminate errors caused by using incorrect field

names, functions, and logical structures  Rapidly create and update rules, for beginner

through to expert Policy Modelers

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Accelerate Delivery of Service Experiences Interview Debugger CAPABILITY HIGHLIGHTS  Test interview behavior and appearance without uploading to the Hub  Identify the root cause of screens and controls not

behaving as needed  Preview interview appearance in any language to

check screen translations are correct  Create test cases directly from the debugger

KEY BENEFITS  Find and fix issues faster by using powerful and intuitive tools even when not connected to the cloud  Perform rapid iterations to test and improve the

user experience by trying out real world scenarios

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Empower Non-English Speaking Policy Experts Rule Languages and Regions CAPABILITY HIGHLIGHTS  Choose the regional formatting to use for number and currency in rule documents and the debugger  Translated user interface for Hub and Policy

Modeling available in every parser language  New rule parsers for Chinese (Simplified), French,

Spanish, German and Dutch KEY BENEFITS  Empower policy experts to model and review rules in the language of the policy source material  Eliminate errors by modeling in your preferred

language, numeric and currency formats

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Engage Stakeholders to Maximize Policy Quality Spreadsheet-based Testing and What-if Analysis CAPABILITY HIGHLIGHTS  Create and maintain policy test cases in one or more Excel workbooks  Run test cases at any time to check quality of

recent rule changes  Keep, compare and analyze results

across policy model versions KEY BENEFITS  Quickly maintain and update test cases in familiar business-friendly documents  Leverage standard Excel features to import

and generate test data and to report on results  Easily share and review test cases and

policy outcomes with business experts

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Easily Maintain Seamless Experiences for the Oracle Service Cloud Enhanced RightNow Data Mapping Options CAPABILITY HIGHLIGHTS  Automatically populate a list of choices from existing RightNow lists such as products and status  Make loading data optional at the start of an

interview  Load and display data at end of interview, such

as a linked incident reference number  Contact Emails and Phones can now be updated

KEY BENEFITS  Simplify interview maintenance by sharing a single definition for both creating and updating incidents, for example  Provide more seamless self-service experiences

within the Oracle Service Cloud

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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/february2013/PolicyAutomation/Default.htm  RightNow User Guide and more: https://cx.rightnow.com/app/answers/detail/a_id/5168

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Social Media – Keep in Touch! https://twitter.com/OracleOPA http://www.facebook.com/pages/Oracle-Policy-Automation/365522920199101 http://www.linkedin.com/groups/Oracle-Policy-Automation-3431282/about http://www.youtube.com/user/OraclePAVideos https://blogs.oracle.com/OPA/

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