This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Feature | Notes |
|---|---|---|
| 28 JUN 2019 | Created initial document. |
Oracle Customer Experience Cloud for for Financial Services enables financial institutions to modernize their branches and digitalize customer experience. With a single 360° view of customer information and interactions, banks can build a personalized relationship with each customer and offer financial products and services that best suit a customer’s unique needs. Banks can automate the process of identifying, nurturing, and creating referrals to cross-sell products across any channel, including social, mobile, and web. With needs analysis, banks can also provide guided selling and self-service personalized product recommendations, in addition to streamlining the customer onboarding and account origination processes.
This document outlines the information you need to know about new or improved functionality in this update, and describes any tasks you might need to perform for the update. Each section includes a brief description of the feature, the steps you need to take to enable or begin using the feature, any tips or considerations that you should keep in mind, and the resources available to help you.
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Customer Action Required = You MUST take action before these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
Customer Action Required |
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You can now automate and optimize complex financial processes across line of businesses, banking associates, and front or back office systems, which otherwise consume a lot of time. You can process a case in lesser time and comply to banking regulations by following the standard processes to handle financial services cases.
Here's what you can now do:
- Create and edit service requests for a deceased-estate case in Oracle Engagement Cloud.
- Use a service request to run an Oracle Policy Automation based interview and capture details of the deceased-estate case.
- Initiate or cancel dynamic process in Oracle Integration for a deceased-estate from the Oracle Engagement Cloud Service Request Overview page.
- View and complete assigned actions generated by Oracle Integration for deceased-estate from the Service Request Assigned Actions tab.
- View the complete action plan for a deceased-estate in Service Request Dynamic Action Plan.
- View all and activate Oracle Integration processes and the assigned tasks by selecting My Worklist and My Tasks from the infolets dashboard in Oracle Engagement Cloud.
Steps to Enable
- Download the Oracle Policy Automation and Oracle Integration templates for a deceased-estate.
- Set up Adaptive Case Management Process templates in Oracle Integration.
- Extend Oracle Engagement Cloud service request.
- Configure Oracle Policy Automation integration.
- Configure SSO and role or user access integrations.
Key Resources
- Understanding Adaptive Case Management chapter in the Getting Started with Financial Services Implementation guide.
- Using Financial Services guide.
- Refer to the Using Processes section of the Oracle Integration guide.
Role Information
- Banker
- Bank Manager
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