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What is new in Oracle Policy Automation Aug 2017?
Oracle Policy Automation (OPA), new features
Do you have a deployed project created in an earlier version? There are a few things you should check.
The Aug 2017 release of Oracle Policy Automation Cloud Service includes:
Checkpoints for Service Cloud agents
Policy Automation now gives Service Cloud agents the ability to save and resume interview checkpoints. Agents can resume and update partially completed interviews started by Contacts on the self-service channel, and vice versa. This provides a seamless omni-channel experience when customers call an agent for help completing an application or getting advice. For more information, see:
- Configure checkpoints for a Service Cloud instance
- Configure checkpoints for Service Cloud interviews in Policy Modeling
Mobile assessments for Service Cloud
Mobile assessments for Service Cloud allow field agents to complete interviews on mobile devices even while offline. Interviews are designed as assessments and workflow synchronizes the data to field agents who retrieve and complete assigned assessments on their mobile devices. Data is automatically uploaded from the mobile device and synced with Service Cloud when online. For more information, see:
Deployments REST API
The OPA Hub REST API for deployments provides a flexible mechanism to deploy, explore, activate, retrieve and update policy models on an OPA Hub programmatically. This enables administrators to:
- build custom web interfaces and automation scripts for policy life cycle tasks, such as promotion from test to production, and
- build value-add services that inspect the contents of deployed policies, such as ensuring compliance with certain corporate standards.
For more information, see:
New Hub dashboard and user interface styles
The Hub, used for administering OPA projects online, has been given a new look and feel. A dashboard page replaces the old Welcome page and provides an overview of Hub status. There is a streamlined navigation bar that provides quick access to the main areas in which users work. Message logs are now available from the user menu. The new styling is consistent with other Oracle cloud applications. For more information, see:
Change Hub UI language while logged in
Users can now change the language of the Policy Automation Hub user interface after they have logged into the Hub. This allows for externally authenticated users to change language. For more information, see:
Time per screen statistic
Interview statistics in Oracle Policy Automation Hub have been enhanced to include a new chart that shows how much time users are spending on average on each interview screen. You can filter the information by customers or agents, and export the data for offline analysis. This enables interview designers to optimize the screens that are taking users the longest time.
For more information, see:
Use custom root certificates for web service connections
To simplify the development life cycle when using custom connectors, you can now use web service connections that present custom SSL certificates. For example, self-signed certificates can be used for development servers. For more information, see:
Policy Modeling enhancements
List unused attributes in a project
It is now possible to obtain a list of unused attributes in a project. This can help find mismatches in attribute wording, for example, or simply attributes that are no longer needed and can be removed. For more information, see:
Execute project test cases from the command line
A command-line utility is now available for running test cases (OPMRunTests.exe). This allows testers of integrated solutions to include policy model test case results and execution timing in their automated testing. The command-line tool can generate reports of the test case results in various formats (XML, HTML, JUnit) and testers can have these checked by staff that may not even have Policy Modeling. For more information, see:
Warranty example project
A new example project, Warranty, has been added to the suite installed with Policy Modeling. This policy model is designed for online self-service use and agent call centers, and assists in logging warranty and service requests. The interview guides the user through troubleshooting and creating a service request and produces mandatory reporting documentation. For more information, see:
Interview accessibility checks
Interview designers can now select a Web Content Accessibility Guidelines (WCAG) level in Policy Modeling for the interview to be validated against. These checks can aid designers in creating accessible interview experiences for users with disabilities. For more information, see:
Remove interview checkpoints on submit to Service Cloud
Checkpoints can now be removed from Service Cloud when an interview is submitted. This means that when resuming a completed interview, instead of the final screen being displayed to the user, the interview will start afresh. (Incomplete advice resumes as normal.) This works for both agents and contacts and allows for the revisiting of advice experiences, even for new cases. For more information, see:
Control when interviews show error event messages
The display of interview errors and warnings can now be configured on a per-screen basis to display either immediately (that is, whenever a control changes value), or on navigation away from the screen. For more information, see:
- Choose when error and warning events are shown
- Verify the behavior of projects created in an earlier version
For a list of issues addressed in this release, see the Policy Automation Change History (Active customers only).
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