Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Policy Automation with Oracle Service Cloud Overview and Roadmap CON8909 Davin Fifield, VP Product Development Oracle Policy Automation October 2 nd 2014 Oracle Confidential – Internal 1

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 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.

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted3 Oracle Service Cloud Web Self Service Social Self Service Support Live Chat / Cobrowse Smart Engagement Virtual Assistant Policy Automation Platform Service Cloud Semantic Search Content Authoring Guided Knowledge Knowledge Analytics Integrated Apps Knowledge APIs Case Management Guided Resolution Customer Engagement Social Contact Center Agent Mobility Unified Agent Desktop Dynamic Interviews, Compliance Management, Rule Modeling, Policy Lifecycle, Policy Analytics, Integration Services Experience Management, Extensibility & Integration, Hosting & Operations Knowledge Management Contact Center Cross Channel Web Customer Service

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Agility Consistency Transparency Analytics What course of study could I get into? What home loan rate can you offer me? Am I eligible to upgrade my phone plan? What unemployment benefit can I receive? What’s the best value car insurance for me? What Policy Automation Can Do for Your Organization

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | How Policy Automation Works Capture your policies in rule documents Design the user experience Deploy across one or more channels Track the auditable decisions being made

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | How Policy Automation Works Capture your policies in rule documents Design the user experience Deploy across one or more channels Track the auditable decisions being made Match the policy source material

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | How Policy Automation Works Capture your policies in rule documents Design the user experience Deploy across one or more channels Track the auditable decisions being made No programming skills needed

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | How Policy Automation Works Capture your policies in rule documents Design the user experience Deploy across one or more channels Track the auditable decisions being made Customer Portal Agent Desktop Knowledge Base Chat Your Web-site / Application Deliver complete consistency

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | How Policy Automation Works Capture your policies in rule documents Design the user experience Deploy across one or more channels Track the auditable decisions being made Prove compliance

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | How Policy Automation Works Capture your policies in rule documents Design the user experience Deploy across one or more channels Track the auditable decisions being made Match the policy source material No programming skills needed Deliver complete consistency Prove compliance

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Demo Building a simple policy model Jasmine Lee Solution Specialist, Oracle Policy Automation

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Highlights of Policy Automation August 2014 Release Collaborative modeling Interview layout enhancements Save evidence and audit documents Connect to any application Easily share the work of creating policy models Embed advice experiences anywhere Streamline auditing and simplify response to customer appeals Deliver a tailored advice experience without code

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Collaborative Policy Modeling and Versioning CAPABILITY HIGHLIGHTS  Many users can work on the same project at the same time  Automatic fine-grained locking prevents conflicting changes from being made  Easily revert any change before upload  Hub repository allows easy management and retrieval of any previous project revisions KEY BENEFITS  Improve productivity of policy authoring for any project with more than one person  Avoid conflicts by immediately being aware of areas that others are working on

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Web Service Connector CAPABILITY HIGHLIGHTS  Add connections via the Hub to load and save interview data from any conformant web service  Dynamically define the tables and fields that are available to policy modelers for each connection  Pass through parameters for data to load and to identify the authenticated user, for example KEY BENEFITS  Securely integrate interviews into any application allowing dynamic personalized guidance to be used as part of any customer, employee or agent experience

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Save Evidence and Audit Documents CAPABILITY HIGHLIGHTS  Native upload control for uploading documents during Oracle Policy Automation interviews  Save generated forms: Save to RightNow any pre-populated forms generated during an interview  Include decision reports: Detailed reasons for decisions can be saved in each document KEY BENEFITS  Provide fast response to auditors by showing evidence collected, and proving adherence to the legislation and policy for each and every customer case  Easily explain to customers exactly why every historical decision has been made, with reference to their particular circumstances

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | More Interview Layout Options and Controls CAPABILITY HIGHLIGHTS  Dynamic visibility allow inputs to show or hide based on information provided on the same screen  Side-by-side controls allow for a compact, form-like interview experience  New image control shows in both design and runtime experiences from local file or image URL  Relationship collect allows for more detailed data collection KEY BENEFITS  Easily create intuitive, customer-centric interviews  Improved experience for self-service customers

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Deliver Policy-driven Guidance On Chat Channel CAPABILITY HIGHLIGHTS  Add policy automation interview controls to any chat workspace and use to guide chat interaction  Load contact information into interview at start of chat  Interview can create or update incidents and other information KEY BENEFITS  Give consistent guidance across all customer interactions by leveraging OPA advice in chat, as well as self-service and call center

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Demo Using OPA in an Oracle Service Cloud chat workspace Jasmine Lee Solution Specialist, Oracle Policy Automation

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics  Report usage by project  Optimize success rates Disconnected mobile advice Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics  Report usage by project  Optimize success rates Disconnected mobile advice Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics Disconnected mobile advice  Auto-update with latest policies  Upload collected data on reconnect Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics Disconnected mobile advice  Auto-update with latest policies  Upload collected data on reconnect Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics Disconnected mobile advice  Auto-update with latest policies  Collect data, and sync on reconnect Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics Disconnected mobile advice  Auto-update with latest policies  Collect data, and sync on reconnect Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics Disconnected mobile advice  Auto-update with latest policies  Collect data, and sync on reconnect Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics Disconnected mobile advice Configurable interview navigation  Flexible review of collected data  Built-in save and resume sessions Oracle Sales Cloud integration Policy Automation Roadmap Highlights Save for Later

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Interview analytics Disconnected mobile advice Configurable interview navigation Oracle Sales Cloud integration Policy Automation Roadmap Highlights

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Summary of Policy Automation Cloud Service Releases Oracle Service Cloud Feb 2013 Oracle Service Cloud Aug 2013 Oracle Service Cloud Feb 2014 Oracle Service Cloud Aug 2014 Oracle Service Cloud 2015 Interview analytics Disconnected mobile Configurable navigation Sales cloud integration Also on-premise! New OPA Cloud Service Customer Portal integration Agent desktop integration Rule assistant CAPTCHA support Custom interview controls Collaborative policy authoring Web service connector Interview layout enhancements Save evidence and audit documents Interview enhancements Authoring enhancements

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Policy Automation in Oracle Service Cloud Recap and Summary Available today: OPA Cloud Service August 2014 With RightNow for agents and self-service Connect to any application Built-in policy collaboration Coming Soon: Mobile policy updates Interview analytics Sales cloud integration

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | OPA Social Media – Keep in Touch!

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |