Environment:

Intelligent Advisor, Oracle B2C Service

Issue:

After adding an Intelligent Advisor interview to a B2C Service workspace, I get the following error in the Intelligent Advisor control when opening a record:

This interview can only be launched by a logged in agent or employee. Consult the documentation for more details. 

Resolution:

Ensure that your subscription includes an Oracle Policy Automation Agent Cloud Service SKU. The Cloud Service Licensing Information section includes the feature availability for Intelligent Advisor Cloud Service products.

See Interview Types In B2C Service section for interview types, so you can decide whether you need to enable Interviews for contact center agents and the Specify Who the B2C Service Interview Is for section for how to change the mapping settings.

If you need agent interviews to be enabled, please contact your Sales Account Manager to update your subscription.