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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.

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Wisconsin User Group Gathering

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  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

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