Create Guided Journeys for FAQs in Order Management

You can upload various sources of information, such as policy documents, contractual agreements, and government regulations. The agent will use those sources to answer specific questions that you have about how to manage sales orders in the Order Management work area: xxxxxxxxxx

For example, how do I:

Return a sales order.
Cancel a closed sales order.
Split an order line.
Cancel a drop shipment that has a pending requisition.
Return only part of a sales order. Receive credit for the part I return, put the returned quantity back in inventory.
Make sure my sales order meets my country's trade agreement requirements.
Make sure my sales order meets environmental regulations to reduce global warming.

Get Ready

Assume you want to create an agent to answer some of your more frequently asked questions about how to create and manage sales orders:

Identify and get access to the source documents that contain your company's policies for managing sales orders, such as policy documents, contractual agreements, and government regulations.
For this example, go to Technical Reference for Oracle Order Management (Doc ID 2051639.1), open the Payloads_and_Other_Example_Files.docx attachment, then download these files:
- Using Order Management.pdf. Contains Oracle documentation that describes how to use Order Management.
- Our Return Policies.pdf. Contains example return policies for a fictitious company.
Make sure you have these privileges:
- Manage Intelligent Agent (HRC_MANAGE_AI_AGENT_PRIV)
- Access Intelligent Agent Chat (HRC_ACCESS_AI_AGENT_CHAT_PRIV)
- Initiate Order (FOM_CREATE_ORDER_PRIV)
- View Orders (FOM_VIEW_ORDERS_PRIV)
- Revise Order (FOM_REVISE_ORDER_PRIV)
Set up Visual Builder Studio. For details, see:

Go to the Setup and Maintenance work area, then use the Manage Administrator Profile Values task to set these profile options to Y:

Set This Profile Option	So You Can
ORA_HCM_VBCS_PWA_ENABLED	Access the administrative interface.
ORA_PER_GUIDED_JOURNEYS_SETUP_REDWOOD_ENABLED	Use the guided journeys setup page.
ORA_PER_AGENT_TASK_TYPE_GUIDED_JOURNEYS_ENABLED	Set up agents in guided journeys.

Set This Profile Option

So You Can

ORA_HCM_VBCS_PWA_ENABLED

Access the administrative interface.

ORA_PER_GUIDED_JOURNEYS_SETUP_REDWOOD_ENABLED

Use the guided journeys setup page.

ORA_PER_AGENT_TASK_TYPE_GUIDED_JOURNEYS_ENABLED

Set up agents in guided journeys.

Add Your Sources

Go to Home Page > My Client Groups > Show More > ctrl+f, search for then click Configure HCMAgents.
On the Agents page, click Tools > Add.

On the New Documents Tool page, set these values:

Attribute	Value
Name	Sources for Sales Order Agent
Description	Source documents to answer FAQs.

Click Add under Documents then set these values:

Attribute	Value
Name	My Policy Documents
Description	Source documents to answer FAQs.

Click Drag and Drop, add the Using Order Management.pdf file, click Save, then click Save again at the top of the page.
On the Tools page, search for Sources for Sales Order Agent, then click the pencil in the results.
On the Sources for Sales Order Agent page, click the pencil for the source you just added, change the status to Ready to Publish, click Save, then click Save at the top of the page.
Repeat for the Our Return Policies.pdf file.

Add an Agent

Click Agents > Add, set the values, then click Add:

Attribute	Value
Name	Sales Order Agent
Code	FOM_SALES_ORDER_AGENT
Description	Agent to answer FAQs for sales orders.
Category	Other

On the Agents page, search for FOM_SALES_ORDER_AGENT, then click the pencil in the search results.
On the Sales Order Agent page, under Tools, add Sources for Sales Order Agent, click Save, then click Save at the top of the page.
Go to the Scheduled Processes work area and run the Process Agent Documents scheduled process. Monitor its status until it says Succeeded.
Go back to the Configure HCM Agents work area, open Sources for Sales Order Agent for editing, then verify that the status is Published for each of your sources.

Add and Test Your Journey

Go to Home Page > My Client Groups > Show More > ctrl+f, search for then click Guided Journey.

On the Guided Journey page, click Create, set the values, then click Create Draft:

Attribute	Value
Name	Guided Journey for Order Management
Code	GUIDED_JOURNEY_FOR_ORDER_MANAGEMENT

On the Guided Journey for Order Management page, add this task, then click Save > Activate:

Attribute	Value
Task Name	Sales Order Agent
Task Description	Answer Questions for Sales Orders
Task Type	Agent
Configuration	Sales Order Agent

The Order Management work area will display the Task Name and Task Description on the journey's banner. We recommend that you use headline capitalization so it's consistent with the work area's style.

Go to Home Page > Order Management > Show More > Sales Orders (New).
Click Settings and Actions > Edit Page in Visual Builder Studio.
In Visual Builder Studio, set the OMOrderPageJourneyCode property to GUIDED_JOURNEY_FOR_ORDER_MANAGEMENT, then click Publish.
Use the guided journey to ask various questions. Verify them against your source documents to make sure the answers are correct.
Click the icon immediately to the left of the prompt on the guided journey, then select one of the sources that you uploaded. Ask the same question for different sources. Notice how the answer provides content only from the source that you select.

Guidelines

You can add as many source documents as necessary.
You can download Implementing Order Management.pdf from the technical reference and add it as a source. It contains Oracle documentation that describes how to implement Order Management. Note that it's very technical in nature and intended for the Order Administrator, not the Order Entry Specialist who uses the Order Management work area.
You can create more than one agent and more than one journey.
Your source document must be a .pdf file and it must not contain images. Otherwise, the scheduled process will fail.

For more, see: