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    Vinay Kumar
    How Check Points will work for multiple incomplete...
    Topic posted June 10, 2018 by Vinay KumarExplorer 
    70 Views, 6 Comments
    Title:
    How Check Points will work for multiple incomplete interviews created by logged in Contact
    Content:

    Conatct Check Point is not supporting Multiple Incomplete OPA Interviews created by Contact. Our requirement is as follows,

    1. Logged in Contact will click a Link in OSC CP Page to create a Claim and redirected to OPA Interview page.
    2. Logged in Contact will fill OPA Interview pages and before Submitting Claim from OPA, if Contact have Multiple Incomplete Interviews, how Check Points will Capture Context of Multiple Incomplete Claim Interviews.
    3. We are having Claims as Custom Object and Contact Check Point Object in OSC and  to support Multiple Incomplete Interviews for Same Contact, making Claims as Child to Contact Check Point will Work??
    4. how to Capture Multiple Incomplete OPA Claim Interviews on OSC CP  Page?
    5. On Click of a button in OSC CP Page, how it should redirect a logged in Contact to OPA  Incompleted Interview to fill all data and Submit the Claim??

    Any Information on this will be very helpful.

    Thanks,

    Vinay.

    Version:
    May 01 2018

    Answer

     

    • Matt Sevin

      The key is in loading a contact AND child object at the start of the interview (i.e. perhaps the contact and a specific claim in your case).  Restarting such an interview requires the contact and child object id.  If loading only a contact at the start of the interview, there would be no way of knowing which child object to also load.

      This paragraph from the documentation:

      A checkpoint is created when the first screen requiring checkpoints is reached in an interview. The checkpoint is unique to the Contact/Account + child object + policy model combination. A contact/agent can therefore have multiple checkpoints. For example, if a contact (Joe Smith) has a number of incidents (Issue with Phone A, Issue with Phone B, and Issue with Phone C), a checkpointed interview (Warranty, and Product Returns) could exist for each of those incidents. Where the policy model is not loading any child objects, the checkpoint for that policy model will attach to the Contact/Account directly.

       

      If the policy model creates a child object, you might want to delete checkpoints on submit because the checkpoint will be attached to the Contact/Account and therefore reused for other instances of the child object using the same policy model.

      See here for more info on configuring the interview to load the additional object: http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Service_Cloud_User_Guide/Data_mapping/Load_data_from_Service_Cloud.htm

      and here for more info on configuring the widget to launch interviews with the additional object's id: http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Developer_Guide/Service_Cloud/Oracle_Policy_Automation_widget.htm

       

    • Vinay Kumar

      Hi Matt Sevin,

       Thanks a lot for your Valueble Information. As of now we are passing Claim ID(Unique) at start of Interview and will update the Claim Information at the end of Interview.we are deleting existing Check Point after Submit .

      I do have few doubts as Check Points will Capture only Context(Snap Shot) of that Interview not Content then how to Capture Content of that Incomplete Interviews on OSC CP Page? 

      For Example, i am entering Vehicle Information like Vehicle No, Model, Engine, Frame No, Work Order, Claim Type in 1st screen. In 2nd Screen, i lost my Interview Screen and here the Snap Shot or Context of 1st interview is saved to Contact Check Point Object in OSC.

      How can i show Incomplete Claim Interview Vehicle Information(Content) like Vehicle No, Model, Engine, Frame No, Work Order, Claim Type on a OSC CP Page ??  As user need to choose one record in Multiple Incomplete Claims in OSC CP page and Click of button he need to come to OPA Widget to finish the Incomplete Claim Process.

      We are Mapping all Interview data to Claims Object after Submit(Last Interview Screen).Does the Claim ID(Unique) loading at the start of Interview store all Incomplete Interview Information(like Vehicle Information) as Mapped out entities or global data will go respective OSC Objects after Submit. Is there any Option in OPA to Map out data to OSC Objects on Click of "NEXT" of every Interview Screen instead of Submit in Last Interview Screen?

       

      Thanks,

      Vinay.

    • Matt Sevin

      Perhaps it will help to first clarify some terminology ... checkpoints are used to save a snapshot of an incomplete interview.  An interview must be completed (submitted) in order to save data collected during the interview to the mapped objects/fields in service cloud.

      You need to decide what constitutes a "complete" interview in the sense that data has been collected and should be submitted (saved) to Service cloud.  Data collected and stored as part of a checkpoint is considered an "incomplete" interview. (i.e. data is not be saved for any purpose other than to continue the interview at a later time).

      If what you are trying to achieve is more of a "review and update" type interview, then perhaps you should be configuring the interview to map most data in and out so that you can display already available data, permit changes to that data and then submit the updated (and additional) data to service cloud. (i.e. this approach need not use checkpoints at all). 

      For more info on the various ways to save/update data to Service Cloud, see: http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Service_Cloud_User_Guide/Data_mapping/Save_data_to_Service_Cloud.htm      

       

    • Vinay Kumar

      Hi Matt Sevin,

      We do have 5 Interview screens and if i configure "SUBMIT" for every screen to Map Out filled data to OSC Objects and Update data to OSC Objects for every interview Screen,facing the below issue.

      Data of that Interview Pages will become Non-Editable on Click of "SUBMIT" of every Screen. How User can edit data if he want to edit data of Previous Screens before doing Submit on Last Interview Screen. Please do Correct me if my Understanding was wrong

      Thanks,

      Vinay.

    • Matt Sevin

      From: http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Design_interviews/Control_screen_navigation.htm#Submit "For interviews integrated with Oracle Service Cloud, you must, however, make sure only one Submit screen is shown on any path through the interview."

      If you are trying to use an OPA interview as a set of "review and update date" screens rather than an interview designed to collect all information necessary to determine a goal, decision or calculation, then there is no logical way to determine whether an interview is "complete" other than for the user to explicitly press the submit button at the conclusion of their edits.

      You probably want to design the interview so that user's can visit screens in any order: http://documentation.custhelp.com/euf/assets/devdocs/unversioned/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Design_interviews/Allow_screens_in_any_order.htm?Highlight=visit%20screens%20in%20any%20order

       

    • Vinay Kumar

      Thanks a lot for your Valueble Information Matt Sevin. As of now we are loading Claim ID in URL Parameter attribute and updating all interview information to OSC  on Submit of Claim. we are going with CheckPoints, Logged in Contact and Claim ID to capture Multiple Incomplete Interviews for same Dealer.