Wisconsin User Group Gathering. Business Rules Best Practices Presenter: Josh Dodge, Oracle Client Success Manager Special Guest: Christopher Sanderson, Enterprise Holdings, Inc. Date: 10/17/2013. - PowerPoint PPT Presentation
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Wisconsin User Group GatheringBusiness Rules Best PracticesPresenter: Josh Dodge, Oracle Client Success Manager Special Guest: Christopher Sanderson, Enterprise Holdings, Inc.Date: 10/17/2013
# 1: Don’t let a BULL into your CHINASHOP!The Rules system is sensitive and mission-critical! Reserve access to it for roles that are trained and fully understand the RightNow system.
# 2: STOP! Before you write a rule, define its expected experience.
Before writing rules, clearly define the expected customer experience/behavior, then write the rule to drive the behavior. Consider using a Journey Map to define expected experiences.
# 3: Clearly name your States, Functions and Rules
Develop a consistent naming convention for your States, Functions and Rules. Consider using number sequences as prefixes for easy grouping and visualization. This will save you lots of time when troubleshooting!
Test rules changes in your Test site before incorporating into Production. Rules can have a huge effect on processes. Test your changes before they reach your live customers!
Don’t deploy rules changes during busy hours of operation unless absolutely necessary. Again, rules can have a huge effect on processes. Roll them out only when potential issues don’t have high risk.