Oracle Policy Automation The modern enterprise advice platform

Transcription

1 Oracle Policy Automation The modern enterprise advice platform Release features and benefits (November 2018) v1.01

2 Program agenda Overview of Oracle Policy Automation New features in release For more information 2

3 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 3

4 Program agenda Overview of Oracle Policy Automation New features in release For more information 4

5 Modern service delivery requires many types of policies Service and Advice Rules Organizational Best Practices Regulations Legislation Government Policies Product Decisions and Eligibility Rules 5

6 Customers expect simple, accurate and personalized advice

7 Smarter Advice Personalized Agile Transparent Copyright 2018, Oracle and/or its affiliates. All rights reserved.

8 Mission 1: Provide Personalized Experiences Directly answer the individual s question Copyright 2018, Oracle and/or its affiliates. All rights reserved. 8

9 With OPA you can Tailor customer experiences with contextualized, personalized immediate advice Copyright 2018, Oracle and/or its affiliates. All rights reserved. 9

10 Mission 2: Provide Agility Quick to create Easy to deploy across all channels Copyright 2018, Oracle and/or its affiliates. All rights reserved. 10

11 With OPA you can Author rules in natural language using familiar tools Write once deploy across multiple languages and channels Copyright 2018, Oracle and/or its affiliates. All rights reserved. 11

12 Mission 3: Provide Transparency See how decisions were made and policies applied Copyright 2018, Oracle and/or its affiliates. All rights reserved. 12

13 With OPA you can Empower business users to write and review rules Instantly explain every decision Copyright 2018, Oracle and/or its affiliates. All rights reserved. 13

14 Oracle Policy Automation overview Mobile Interviews Analytics Other cloud applications Modeling APIs Connectors Oracle Policy Automation Cloud Service On-premises applications

15 Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Field Service Management Service Cloud Platform

16 Oracle CX Complete customer experience platform Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Integrated Customer Experience Foundation Social Network Mobile Analytic KPIs & Predictive Dashboards Analytics Integrations 16

17 Program Agenda Overview of Oracle Policy Automation New features in release For more information 17

18 Highlights of Policy Automation release Enhancements to file uploads Easily upload and find relevant attachments Pin the version of a Policy Modeling project Simplify enterprise desktop and mobile app lifecycle Client authentication for web service connections Maximize data integration security for interviews 18

19 Easily upload and find relevant attachments : Enhancements to file uploads Web Customer Service CAPABILITY HIGHLIGHTS Configure interview upload behavior by choosing the maximum number of files, prefix of uploaded files, allowed file extensions and the object to associate with each upload group KEY BENEFITS Provide intuitive upload experiences for interview users by clearly nominating the number and type of evidence files and other supporting documents that must be provided Make it easy for agents to find the right files via the use of meaningful prefixes, that are independent from the name of the file uploaded by the end user

20 Simplify enterprise desktop and mobile app lifecycle : Pin the version of a Policy Modeling project Web Customer Service Policy Modeling OPA Hub (Update desktop when ready) New interview versions OPA Hub 19A OPA Mobile Policy Modeling 19A CAPABILITY HIGHLIGHTS Pin a project to a particular Policy Modeling version to ensure maximum compatibility Defer download of new Policy Modeling version available from OPA Hub, while continuing to work with projects Make changes to projects that are being used by a specific version of OPA Mobile app or SDK KEY BENEFITS Confidently deploy new versions of OPA projects whenever you need to, even during critical project phases Easily align roll out of new Policy Modeling versions with your enterprise desktop certification cycle Set your own mobile app update schedule for applications built on the OPA Mobile SDK

21 Maximize data integration security for interviews : Client authentication for web service connections Web Customer Service CAPABILITY HIGHLIGHTS Upload a client certificate that OPA must present when making web service requests to configured web service connections Use the OPA Hub REST API to manage client certificates KEY BENEFITS Meet government and corporate security standards by using 2-way SSL to ensure only OPA interviews can use a data gateway published for that purpose OPA Interview https Certificate Custom web service connection Automate certificate updates upon revocation and renewal, as required

22 Feature Deep Dive Enhancements to file uploads 22

23 Enhancements to file uploads Overview Improved end user and agent experiences for uploaded attachments Improved flexibility for uploads when authoring interviews, to deliver better advice experiences Same data mapping capabilities as in previous version: I.e. uploads can be associated to any entity that is mapped out to an object that supports attachments Fully supported in OPA mobile app Not supported for August 2016 interviews 23

24 Enhancements to file uploads Upload groups Organize uploads into categories Upload groups provide flexibility Can have multiple upload groups per entity, each with a separate name Per group, set the permitted file extensions and other properties Show each group on multiple screens if needed, e.g. to allow a user to add or remove files from the group Seamless project upgrade For existing projects, an upload group is created on upgrade for each entity with an upload control 24

25 Enhancements to file uploads Upload properties Separately control the behavior of different groups Adding a new upload control Modifying an existing control Properties per upload group: The name of the group The associated data entity The maximum files permitted to be uploaded in that group The file name prefix for attachment when saved in the connected application The permitted file extensions for each group (overrides the global default) 25

26 Enhancements to file uploads User experience Clearly describe what uploads are required, and show on any screens Standard interview behaviors are supported, based on rules Visible or hidden; mandatory or not; read-only or not Optionally preview or edit attachments on other screens 26

27 Enhancements to file uploads Agent experience Find attachments more easily using intuitive names Attachments now use the provided prefix in each upload group as the body of the file name This makes it easy to find the attachment that meets each particular business requirement 27

28 Enhancements to file uploads Connector support These enhancements work with any Oracle Service Cloud version Supported by Connector Framework v Existing connectors must move to this version to use the enhanced behavior Once the latest version is in use, group-name is available for each attachment list in the submitted data Engagement Cloud support not yet available 28

29 Feature Deep Dive Pin the version of a Policy Modeling project 29

30 Pin the version of a Policy Modeling project Overview Simplify enterprise desktop and mobile app lifecycle Policy Modeling OPA Hub (Update desktop when ready) OPA Hub 19A Policy Modeling 19A Roll out new Policy Modeling versions across enterprise desktops on your own timetable Use existing Policy Modeling to update deployments, even when OPA Hub is a newer version Maintain compatibility with installed OPA Mobile app versions OPA Mobile Ignore or turn off requests to upgrade particular projects to a newer Policy Modeling version 30

31 Pin the version of a Policy Modeling project Defer upgrades Optionally defer any suggestion to upgrade to latest Policy Modeling version On deploy or upload: 1. Version of OPA Hub is checked 2. If newer than Policy Modeling, prompt to upgrade is shown The new No option allows the Hub operation to continue, without upgrading the project Project upgrade can be deferred indefinitely Continue to deploy and upload new project versions to OPA Hub 31

32 Pin the version of a Policy Modeling project Disable prompt Pin any project to the version of Policy Modeling it is currently using Prevent automatic upgrade prompts from appearing Turn them off on the Project Hub tab Ensures maximum compatibility with existing deployed projects Only recommended for projects that require a specific OPA version For example if used by an OPA Mobile app Most projects should upgrade as soon as a new Policy Modeling version is available 32

33 Pin the version of a Policy Modeling project Upgrade Upgrade a project to any later Policy Modeling version when ready When ready to upgrade a project, choose any installed Policy Modeling version Warning shown before it starts helps prevent accidental upgrade If the desired version is not in the list, choose Download other version for more information 33

34 Pin the version of a Policy Modeling project Mobile Keep using the version of OPM version needed for mobile deployments Policy Modeling OPA Hub OPA Hub 19A OPA Mobile Make and deploy changes to any project used by OPA Mobile app Ensures project is compatible with the OPA Mobile app s version OPA Mobile version can be earlier or equal to OPA Hub version Note: Apple and Google app always updated after Oracle Cloud OPA Hub OPA Hub 19B Works with both The app store OPA Mobile apps, and OPA Mobile SDK MAF applications 34

35 Feature Deep Dive Client authentication for web service connections 35

36 Client authentication for web service connections Overview Maximize data integration security for interviews Certificate OPA Hub OPA Interview https Web service connection Support for mutual authentication on interview connections Upload client certificates through OPA Hub Choose which certificate to present for each connection The custom web service connection validates the presented certificate Use REST API to update any certificate 36

37 Client authentication for web service connections Manage certificates Maintain certificates through OPA Hub Manage client certificates in Connections area of OPA Hub See date that each certificate is valid until Add, delete and update certificates at any time 37

38 Client authentication for web service connections Connections Choose which certificate to present for each connection Choose from the list of client certificates, when configuring a web service connection This certificate is presented on every web service connection call GetMetadata, Load, Save, GetCheckpoint, SetCheckpoint, ExecuteQuery 38

39 Client authentication for web service connections REST API Use REST API to manage client certificates Manage client certificates programmatically with the OPA Hub Connections REST API View and update through the clientcertificates resource GET, PUT, POST, OPTIONS Manage and delete individual certificates through sub resource GET, DELETE, PATCH, OPTIONS 39

40 Other Enhancements

41 Other enhancements Mobile Generate forms when mobile interview is uploaded Interviews Date and time multi-input text control Entity and container styling in interview extensions Add forms multiple times in submitted attachments 41

42 Generate forms when mobile interview is uploaded Generate workflow documents and reports for field assessments Perform assessment (offline) OPA Mobile Submit assessment OPA Hub Assessment data + form Safety Inspection Report.pdf Oracle Service Cloud Generate forms using collected data and decisions made, when an OPA mobile assessment is submitted to the server Choose which Service Cloud object to attach the forms to, just like online OPA web interviews 42

43 Date and time multi-input text control Provide simple date value entry in interviews Interview appearance Customizing with interview extensions Provide a simple text only interface for date and time entry Easily comply with UK government Web UI standards Enhance using interview extensions, if needed Use datetime-text-group to override date time text controls only Use datetimetextlabels to override the appearance of the labels above each control 43

44 Entity and container styling in interview extensions Meet design requirements when collecting and displaying data rows Use interview styling extensions to alter the appearance of entity collection controls and containers Styling keys: tabularcontainer, entityaddbutton tabularcontainer fields: table, headerrow, headercell, row, cell, rowodd, roweven 44

45 Add forms multiple times in submit attachments Capture audit trail and process forms on all the required business objects Generate the same form for more than one entity, in a single interview Submitted forms are saved to the connected application on submit Allows documents to be generated for both parent and child records, for example 45

46 Program Agenda Overview of Oracle Policy Automation New features in release For more information 46

47 Where to get more information OPA Generally Documentation News, Discussion and Updates 47

48 Safe Harbor Statement The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 48

49 Copyright 2015, Oracle and/or its affiliates. All rights reserved.

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