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!