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Best Practices for Enhanced Business Rules
Answer ID 12428   |   Last Review Date 09/23/2022

What are the best practices for Enhanced Business Rules?


Oracle B2C Service Enhanced Business Rules


While customers customize the rules to suit their business processes, we recommend following few best practices in general to make the most of Enhanced Business Rules.
Take a pause before migrating.
  • Customers with legacy business rules in the Agent Desktop may please note the below points before migrating to Enhanced Business Rules.
    • Only the live/active rules, states, functions, and variables will be migrated to Enhanced Business Rules. Hence, we recommend reviewing your rulebase in Edit mode and activate them if needed.
    • Legacy rule editor should be closed before migrating to Enhanced Business Rules. Migration will not be successful, if agents are working on the legacy rule editor.
    • Customers can migrate their rulebases in any order based on their requirements.
    • Make sure migration for different rulebases are done one after the other. Sequential migration is preferred to prevent any unwanted side effects.
Aim for an optimized, clean, and manageable rulebase. Here’re a few tips:
  • Commonly used rules should be grouped to functions.
  • The rule execution starts from an initial state. Make sure that one of the states is checked as “Initial”.
  • If there are multiple IF/ELSE rules for different values of an integer/menu field, it is recommended to replace them with SWITCH CASE rules.
  • Rule execution starts from the topmost rule in an initial state, and then to the next in the order in which the rules are listed. We recommend reviewing such rules before deploying them, especially if actions like Escalate, Call Function, Transition State and Stop/Continue are defined.  
  • To reorder the sequence of rules during execution, they can be rearranged within a state or moved to other states/functions.
  • Make sure duplicate names are avoided for rules, states, and functions to avoid confusion.
  • When a copy of a rule is created, it will be disabled by default. Make sure to modify the rule as needed.
  • When a state is deleted, make sure the objects that are already in that state are moved to any other available states as required.
  • Variables can store values that needs to be preserved throughout rule execution.
  • Review all undeployed rules before deploying, by using search and its filters. For offline review, export rules option can be used, which will export all rules within an object to a csv file.
  • Use the Usage Statistics report to review and optimize respective rulebases. The report will show the most used, least used, and unused rules. It should be noted that usage statistics will only give statistics once rule execution has started through Enhanced Business Rules. 
For a successful deployment, 
  • Make sure no other deployment or migration is in progress when it’s time to initiate deployment for a rulebase.
  • Go through any warning message that would be displayed during migration or deployment and act appropriately. For example, if other agents are working on CPMs or Business Rules itself, proper warning message will be displayed. It would be better to communicate with the team or wait until they finish their work. This would help in eliminating any unwanted side effects.
  • Refrain from modifying or creating new rules when a deployment for that same rulebase is in progress. There are no restrictions for making any changes in other rulebases.
  • Rules imported using Element Manager would be in an undeployed state. It’s recommended to review those rules and then deploy them.
Testing the rules