Rulemanager And Business Rules

© 2010 Dovetail Software Inc.

Rulemanagerand

Business Rules

Join the conversation: http://backnoise.com/?rulemanager

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

BackChannel

Join the conversation:http://backnoise.com/?rulemanager

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Me

Gary Sherman, Clarify

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

What is Rulemanager?

Server Process

Processes Events that happen in the system

I think it’s one of the most important pieces of the system

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Events?

Almost everything that happens in the system raises an event.

It simply means that something happened– A case is created, dispatched, closed– A contact is created– Notes are logged– An email is sent– etc.

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

What does Rulemanager do?

• Rulemanager responds to events• Rules are used to tell Rulemanager how to

respond• Some are hard-coded• Most are configurable (Business Rules)

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Hard-coded events

• Log Email event causes the email to be sent• Commitment warnings• Commitment expirations• Reports (deprecated)• Trends (deprecated)

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

What is a Business Rule?

A business rule is a set of events, conditions, and actions

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Events, Conditions, and Actions, oh my!

Event: A case is dispatched to a queueCondition: Case Priority = HighAction: Notify the queue members

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Hey Ma! Look! No conditions! Weee!

Event: A case is assigned to a userCondition: Action: Notify the assignee that a case

has been assigned to him

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Start and Stop Events; Repeating Actions

Start Event: A case is dispatched to a queueStop Event: Case is accepted from the queueCondition: Action: Notify the queue members

immediately. Repeat every 2 hours.

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

EscalationsStart Event: A case is dispatched to a queueStop Event: Case is accepted from the queueCondition: Action 1: Notify the queue members

immediately. Repeat every 2 hours.

Action 2: Notify the queue supervisor after 4 hours. Repeat every 1 hour.

Action 3: Notify the CEO after 8 hours.

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Support Business Hours

Event: A case is dispatched to a queueCondition: Action: Notify the queue members

using support business hours

Dovetail Support Business Hours: M-F 9-5 Central

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Customer Business Hours

Event: A case is dispatched to a queueCondition: Action: Notify the queue members

using customer business hours

Business Hours for Rock Bottom Industries: M-Sat 7-7 Eastern

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Business Hours

Dovetail Support Business Hours: M-Fri 9-5 CentralRock Bottom Business Hours: M-Sat 7-7 Eastern

Case is dispatched to queue: Friday 7:00 PM CentralWhen do the queue members get notified?

If using Elapsed Time: Friday at 7:00 PM Central

If using Support Business Hours: Monday 9:00 AM Central

If using Customer Business Hours:Saturday at 6:00 AM Central (7:00 AM Eastern)

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Negative Times

Event: A contract is createdCondition: Action: Notify the contract administrator

30 days before the contract expires

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Notification Message

RE: Case 142 Dispatched

Case 142 has been dispatched to queue Support. Customer: Mark Donahue at Rock Bottom IndustriesThe priority is Medium and the customer severity is

Low. Please take appropriate action.

http://server/agentlite/Cases/Summary/142

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Notification Message

RE: [Object Type] [Object ID] Dispatched

[Object Type] [Object ID] has been dispatched to queue [Current Queue].

Customer: [Contact First Name] [Contact Last Name] at [Site Name]

The priority is [Priority] and the customer severity is [Severity]. Please take appropriate action.

http://server/agentlite/Cases/Summary/[Object ID]

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

What can a business rule action do?

Only 2* things:• Notify people• Execute a command line

* Maybe 3 (Run Service)

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Notifications

• Who– Individual, specific users (fred)– User (the case owner)– Group of users (queue members)

• When– Immediately, In 4 hours, In 30 days, etc.

• What– notification message

• How– Based on the user’s notification preferences

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Notification Preferences

Baseline:• Email• Notifier• None• Forward to my

Supervisor

Custom:• Pager• SMS• Phone Call• Twitter• IM

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Command Line Actions

• DOS .BAT file• PowerShell script• Shell script (UNIX)• Executable• etc.

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Command Line Actions

Call an API• If a case is more than 7 days old, change its

priority to High• Close a case 7 days after its status is set to

“Auto-Close”• If a New Employee case is created, create 3

subcases (phone, computer, network access) and dispatch them

• Call a 3rd party API

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Command Line Actions

Make a web service request• Create a new tweet in Twitter• Post a message to team chat (i.e. Campfire)• Have Twilio make a phone call• Create an opportunity in SFDC• Publish to an activity stream in SocialCast• etc.

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Extensibility

• Create your own rules• Create your own properties

– contact’s eye color – site’s region

• Create your own events– Create Widget– Change Customer’s expertise level– Change Case Priority

• Create your own command line actions

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Configuration

Administered via UI within either• Clarify Classic Client• Dovetail Admin

Can administer rules and rule properties

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Dovetail vs. Amdocs Rulemanager

Dovetail Rulemanager was designed to be a plug-and-play replacement for Amdocs Rulemanager

We’ve dropped a few features that no one really uses

Feature-by-feature Comparison is in the doc

Architecture/Platform differences

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Enough slides!

Lets see some action…

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Summary

Rulemanager is an important part of the Clarify/Dovetail system

I believe those that are not using it (or not using it to full potential) are missing out on a huge opportunity to make their system rock

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Learn More

Wiki:http://rulemanager.wikispaces.com/

Blogs:http://blogs.dovetailsoftware.com/search/SearchResults.aspx?q=rulemanager

Knowledgebase Articles:http://www.dovetailsoftware.com/resources/solutions/rulemanager.aspx

© 2010 Dovetail Software Inc.Rulemanager and Business Rules

Next Session: Advanced Business Rules

• Understanding Rule Properties and aliases• Creating your own rule properties• Firing rules based on custom events• Additional Notification Preferences• Rule Properties• Time Bombs• Tips & Tricks• …

When: Thursday, July 22, 2010 11:00 AM - 12:00 PM CDTRegistration link is on dovetailsoftware.com and on my blog.

© 2010 Dovetail Software Inc.

Questions, Comments, Queries?