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


# 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.

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=jDmMnvxRGlHnpM&tbnid=3gWogiZAc2YioM:&ved=0CAUQjRw&url=http://www.deviantart.com/morelikethis/356492745/manga?offset=20&view_mode=2


# 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.

http://www.oracle.com/us/dm/29047-nafm13013053mpp011-se-2019185.html?evite=NAFM13013053MPP011


# 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!

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=w6N6G82ZuKPNgM&tbnid=twsRCBU4JqGUmM:&ved=0CAUQjRw&url=http://www.skalatitude.com/2011/03/whos-on-first-whats-on-second-i-dont.html&ei=UfBeUqnzOI7m8wSar4CADg&bvm=bv.54176721,d.eWU&psig=AFQjCNE0AZkwo2MvEkXSdSPruIC8IZL8aw&ust=1382039929189253


# 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.

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=KsxwHJ1p1MYSfM&tbnid=7H9as6WiAhAQfM:&ved=0CAUQjRw&url=http://www.netmeister.org/blog/writing-about-writing.html&ei=bqpdUq2RD8iGyAGHv4Eg&bvm=bv.53899372,d.aWc&psig=AFQjCNGdH8BhUhNlWXxUqQ2U4f3qqIVLhQ&ust=1381956450203319


# 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!

http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&docid=pJoigsPSdQ0xxM&tbnid=8DJaqvlhlofEfM:&ved=0CAUQjRw&url=http://web-site-development-solutions.blogspot.com/2010/10/7-phases-of-web-development-life-cycle.html&ei=j6tdUtL-PMamygH194CYBg&psig=AFQjCNFxEdk2uDNjHbEe03LJU51SjifTaA&ust=1381956761407838


# 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.


Q&A

1 copyright © 2012, oracle and/or its affiliates. all rights reserved. wisconsin user group...

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