Oracle Intelligent Advisor Tasks

Customer Experience for Utilities solutions can be integrated with Oracle Intelligent Advisor (OIA) to enable your sales and service employees to use OIA interviews to gather information from customers or prospects, and provide them with recommended next steps.

You can use OIA with Customer Experience for Utilities to:

  • Enable pay plan features in CX for Utilities Agent Service

  • Enable needs analysis features in CX for Utilities Sales

Unless otherwise noted, all of the topics listed in this topic are available in the Oracle Intelligent Advisor library. For additional information, see Integrate with Oracle Intelligent Advisor in the Implementing Service Center with the Redwood User Experience Guide.

Complete these tasks related to using supported Oracle Intelligent Advisor features in your Customer Experience for Utilities implementation.

Task Description Documentation
Oracle Intelligent Advisor configurations

In order to use the delivered pay plan or needs analysis flows, you must complete these tasks:

  • Configure the OIA Hub for authenticating web-determination APIs

  • Set the hub URL using the ORA_UER_OIA_HUB_IA_SITE_URL profile option.

  • Set up a new workspace

  • Add permissions for specific domain to enable CORS

  • Upload the schemas and flows in the OIA hub.

  • Deploy the uploaded flow.

Configurations for the Create Pay Plan and Energy Efficiency Program (needs analysis) sample interviews are seeded in the application. If you want to customize the interface or the rules associated with the interview, you must edit the flow and schema, and deploy it again.

For information about setting profile options, see Setting Profile Options.

Review the tasks listed in these sections of the OIA library:

  • Implement Intelligent Advisor

  • Use Intelligent Advisor

  • Customize and Extend Intelligent Advisor

For a sample payment plan flow and schema, see My Oracle Support Article 2906638.1.

For a sample needs analysis flow and schema for an energy efficiency program, see My Oracle Support Article 3007543.1.

When using the above articles, download the zip file and then upload the schema and then upload the flow.
Update the product table if using the needs analysis sample interview

If you are using needs analysis sample interview, you must update the products table in the interview rules and complete the following tasks:

  1. Create each product in Oracle Sales

  2. Verify that the ItemNumber matches the productNo from the table.

  3. Complete the following required fields:

    • Name

    • Description

    • ExtendedDescriptionOne

    • DefaultUOM

For additional information see:

Add a new needs analysis interview

This task assumes the user has knowledge of the Visual Builder and Oracle Intelligent Advisor systems and processes.

  1. Create new deployment in OIA hub.

  2. Use Visual Builder Studio to extend the Needs Analysis Dashboard page, available in CX for Utilities Sales by adding the interview properties object in the EXTENDED_OIA_INTERVIEWS array in the application with the following properties:

    • id (String): Unique identifier of the interview.

    • name (String): Name of the interview.

    • description (String): Description of interview.

    • deployment (String): Deployment name of the interview deployed in hub.

    • active (Boolean): Boolean value that determines whether the interview is active.

  3. Add the interview id in the EXTENDED_INTERVIEW_IDS array in the page where you want the interview to appear.

  4. Custom actions from OIA can be handled using the OIAcustomDataAction event available for extension.

For additional information see:
Update seeded interview properties To update the name and description of an interview, or to deactivate an interview, add the interview in “EXTENDED_OIA_INTERVIEWS” in the same way as if adding new interviews. For example, use IDs such as ORA_ENERGY_EFFICIENCY for your energy efficiency plan interview or ORA_PAYPLAN for your create pay plan interview.

For additional information see:

Parent topic: Configure Fusion Applications