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
Business Rules Best Practices
Presenter: Josh Dodge, Oracle Client Success Manager
Special Guest: Christopher Sanderson, Enterprise Holdings, Inc.
The Rules system is sensitive and mission-critical! Reserve access to it for roles that are trained and fully understand the RightNow system.
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.
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!
Effective change control procedures, including documentation of rules behavior and design, will keep your rules understood and easier to troubleshoot.
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.