38Intelligent Advisor

This chapter contains the following:

Oracle Intelligent Advisor

Intelligent Advisor is a suite of tools used to build smart interactive interviews that support your organization business policies. For example, you might use Intelligent Advisor to determine whether a contract or service request qualifies for a discount and the amount of that discount. In this case, you might have rules around how long the contact has been a customer or previous product preferences. There can also be rules that cover warranties. All these rules can be built into the interview by your modelers.

Intelligent Advisor provides a central hub from which all the connections and interview projects are managed. There's desktop modeling software for building interviews called Oracle Policy Modeling. The Intelligent Advisor Hub connects Policy Modeling to CX Sales and B2B Service.

This shows how Policy Modeling, Intelligent Advisor Hub and CX Sales and B2B Service work together.

Intelligent Advisor flow image

The first step to integrate Intelligent Advisor is to create the CX Sales and B2B Service web service connection in the Intelligent Advisor Hub that your team can use for new or existing interviews.

Once the connection to the web service is established, the modelers must go to Intelligent Advisor Hub and download Policy Modeling. The next step is to connect the Policy Modeling project to Intelligent Advisor Hub which provides access to the CX Sales and B2B Service data model. Modelers can then map the data in the policy model to the appropriate tables and fields in CX Sales and B2B Service.

Here are the four main steps to integrate CX Sales and B2B Service with Intelligent Advisor:

  • Create a CX Sales and B2B Service connection in the Intelligent Advisor Hub.

  • Download and install Policy Modeling.

  • Connect the Policy Modeling project to Intelligent Advisor Hub.

  • Map data from CX Sales and B2B Service to Policy Modeling.

Setup Tasks

Create a CX Sales and B2B Service Connection in Intelligent Advisor

Connecting CX Sales and B2B Service to Intelligent Advisor enables the two applications to work together and share information.

Intelligent Advisor Connections

You need to connect Intelligent Advisor to CX Sales and B2B Service in the Intelligent Advisor Hub to get started with your interview projects. Your install administrator provides the Intelligent Advisor Hub URL which is where you connect your web service. They should have set up access for the Sales Administrator, or a similar role that administers Intelligent Advisor for your organization. The URL for Intelligent Advisor Hub is in this general format: https://<server and port>/<deploy-name>/opa-hub/. Once you sign in, you create a connection to your CX Sales and B2B web services to get access to data for creating or editing interviews.

Download and Install Policy Modeling

After creating a connection from Intelligent Advisor, the next step is to download and install Policy Modeling.

Policy Modeling is a desktop tool modelers use to create and edit interviews, and to map data from CX Sales and B2B Service to Intelligent Advisor.

Policy Modeling can be downloaded from Intelligent Advisor Hub.

Connect Intelligent Advisor projects to the Intelligent Advisor Hub

In order for Intelligent Advisor to load and save data to CX Sales and B2B Service, your Intelligent Advisor project must be connected to Intelligent Advisor Hub with a connection. In other words, Intelligent Advisor receives data model information from the Intelligent Advisor Hub which in turn receives the data model information from CX Sales and B2B Service.

Connect the Intelligent Advisor Project to the Intelligent Advisor Hub

To connect your Intelligent Advisor project to CX Sales and B2B Service via the Intelligent Advisor Hub

  1. In Intelligent Advisor, connect the project to Intelligent Advisor Hub.

  2. Choose the CX Sales and B2B Service connection you created previously.

Map Data from CX Sales and B2B Service to Policy Modeling

Data mapping lets you predefine data in a Intelligent Advisor interview from Oracle CX Sales and B2B Service, and to save outcomes from the interview back to CX Sales and B2B Service. To do this, data in Intelligent Advisor needs to be mapped to corresponding objects and fields in CX Sales and B2B Service. The input mappings are used to load values, and output mappings are used for updating and saving values.

After you have created your Intelligent Advisor interview, you need to:

  • Deploy and activate the project for use by CX Sales and B2B Service. Take note of the URL of your deployed interview, as you need this to link to the interview from CX Sales and B2B Service.

  • Link to the Intelligent Advisor interview from within CX Sales and B2B Service (from a sub-tab button, action menu item, or knowledge article).