1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Wisconsin User Group...

1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Wisconsin User Group GatheringBusiness Rules Best PracticesPresenter: Josh Dodge, Oracle Client Success Manager Special Guest: Christopher Sanderson, Enterprise Holdings, Inc.Date: 10/17/2013

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# 1: Don’t let a BULL into your CHINASHOP!

The Rules system is sensitive and mission-critical! Reserve access to it for roles that are trained and fully understand the RightNow system.

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# 2: STOP! Before you write a rule, define its expected experience.

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.

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# 3: Clearly name your States, Functions and Rules

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!

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# 4: Document, document, document… Did you document it?

Effective change control procedures, including documentation of rules behavior and design, will keep your rules understood and easier to troubleshoot.

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# 5: Test it! Don’t just ship 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!

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# 6: Time your production changes appropriately!

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.

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Q&A

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