By: Colin Doggett On: February 13, 2019 In: Oracle, Service Cloud Comments: 0

When does Oracle Policy Automation represent a better solution than an Ask a Question Form?

A common question we receive as an Implementation Partner is around increasing the functionality and flexibility within the Customer Portal specific to the Ask a Question page feature set.  For contact centers using Oracle Service Cloud for any period of time, you have likely implemented enhancements to the Ask a Question feature. For many Ask a Question Portal page enhancements, Oracle provides Widgets and Configurations to support customizations. For items beyond the out-of-the-box features, a partner organization or developer can create code to meet functional needs around design and function. But what do you do if you’re not a developer and you are ready to enhance a single page into a more engaging experience for customers?

Oracle Policy Automation (OPA) provides a new and creative way to build an engaging experience. With the ability to not only create custom content, relationships, and rules but to do it without coding a solution. One of the core ideas of OPA is to provide administrators with the ability to deliver fast effect solutions as a business user. OPA offers visual-based building elements that when brought together create solutions for business users by business users.

When to use an Ask a Question Form

  • Data gathering requirements align with simple, non-complex use cases
  • Flat data collections (little need for conditional data collection)
  • Easy access to development resources to code as needed

When to use Oracle Policy Automation

  • Business needs have moved beyond flat data collection
  • Desire the ability to have business users manage content
  • Complex use cases are emerging that require large amounts of conditional behavior

Have questions about Oracle Policy Automation or Ask a Question Form? Reach out to me. I’d love to chat with you.

Thanks for reading!

Register for our upcoming Ask the Oracle Service Cloud Experts Webinar

In March’s Ask the Experts webinar we will discuss how to fully utilize all the capabilities of your Oracle Service Cloud licensing.

March 20, 3pm EDT

Ask the Oracle Service Cloud Experts Webinar

Trackback URL: http://www.cpi.solutions/2019/oracle-policy-automation-vs-ask-a-question/trackback/