Rulemanager And Business Rules

© 2010 Dovetail Software Inc.

Rulemanagerand

Business Rules

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© 2010 Dovetail Software Inc.Rulemanager and Business Rules

BackChannel

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

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Me

Gary Sherman, Clarify


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


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.


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)


Hard-coded events

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


What is a Business Rule?

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


Events, Conditions, and Actions, oh my!

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


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


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.


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.


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


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


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)


Negative Times

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

30 days before the contract expires


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


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]


What can a business rule action do?

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

* Maybe 3 (Run Service)


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


Notification Preferences

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

Supervisor

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


Command Line Actions

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



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



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.


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


Configuration

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

Can administer rules and rule properties


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


Enough slides!

Lets see some action…


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


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

http://rulemanager.wikispaces.com/

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

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


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.

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Rulemanager And Business Rules