Wisconsin user group gathering
Sponsored Links
This presentation is the property of its rightful owner.
1 / 10

Wisconsin User Group Gathering PowerPoint PPT Presentation


  • 81 Views
  • Uploaded on
  • Presentation posted in: General

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.

Download Presentation

Wisconsin User Group Gathering

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


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


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!


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.


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


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?


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.


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!


Q&A


  • Login