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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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.# 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!