1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 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. 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. # 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.

3. 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. # 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.

4. 4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. # 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!

5. 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. # 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.

6. 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. # 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!

7. 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. # 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.

8. 8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Q&A

9. 9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

10. 10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.