1 / 10

Wisconsin User Group Gathering

Join us for an insightful session on best practices in managing business rules, featuring Josh Dodge from Oracle and special guest Christopher Sanderson from Enterprise Holdings. This presentation emphasizes the importance of a well-trained team and a structured approach to rule-making. Learn to clearly define customer experiences, develop consistent naming conventions, document effectively, and test rigorously before deploying changes. Ensure your critical systems operate smoothly with these essential guidelines.

csilla
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. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. 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

  2. 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!

  3. 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.

  4. 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

  5. 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?

  6. 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.

  7. 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!

  8. Q&A

More Related