Wisconsin user group gathering
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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.

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Wisconsin User Group Gathering

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Wisconsin user group gathering

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


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.

# 1: Don’t let a BULL into your CHINASHOP!


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.

# 2: STOP! Before you write a rule, define its expected experience.


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!

# 3: Clearly name your States, Functions and Rules


4 document document document did you document it

Effective change control procedures, including documentation of rules behavior and design, will keep your rules understood and easier to troubleshoot.

# 4: Document, document, document… Did you document it?


5 test it don t just ship it

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!

# 5: Test it! Don’t just ship it.


6 time your production changes appropriately

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.

# 6: Time your production changes appropriately!


Wisconsin user group gathering

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