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Can I route incoming incidents to specific people based on the product, sub-product, etc? 

Environment:

Business Rules
Oracle B2C Service

Issue:

We want to route incoming incidents to specific people based on the product, sub-product, category, and sub-category names created for our site.

Resolution:

Incoming incidents can be routed based on specific values entered in the product, sub-product, category, and sub-category fields from the Ask a Question page. Incoming incidents get routed to staff or queues by business rules or enhanced business rules that you create.

Incidents submitted via email do not have product or category values associated with the incident since there is no means for the user to set the field in the email itself. Incidents created from email requests have the product and category values set to Unspecified.

To set up a rule that routes incidents by product or category value, use the steps below:

Legacy Business Rules (.NET console)

1. Click the Configuration button on the navigation pane. Double-click Rules under Site Configuration. 
2. Click the Incident button in the ribbon to view active incident rules. 
3. Click the Edit button on the ribbon to enter the edit mode. 
4. Right-click the state or function you want to add the rule to and select New Rule. 
5. Add IF Condition based on Incident > Source equals Ask a Question. 
6. Add another IF Condition based on Incident > Product (or Incident > Category). The screen will refresh and provide an operator menu and a list of products or categories. 
7. Click the Add Action - Then button and select Set Field > Assigned. Select the appropriate staff member from the drop-down menu. 
8. When finished, click Save followed by Compile and Activate.

1. Click on the Navigation pane icon, then click Rules under Configuration. 
2. Click the Incident button in the ribbon to view active incident rules.
3. Click the Edit Rules button on the ribbon to enter the edit mode. 
4. Select States or Functions section and then select rule group where you want to add the new rule.
5. Click on the 3 dots at the end of the gray bar of the desired rule group to open the actions available.
6. Select Add New Rule, a new tab will open.
7. Add a Name and Description for the new rule. 
8. Add IF Condition by clicking the + sign and select  Incident > Source equals> End User Pages >  Ask a Question
9. Add another IF Condition and select Incident > Product (or Incident > Category)> Equals>select a Product or Category from the drop down list. 
10. Click the + sign in the THEN section and select Set Field > Incidents> Assigned > assign as> Select the appropriate staff member from the drop-down menu. 
11. When finished, click Save.
12. Go back to the Incident (Edit) tab to see the undeployed rule just created.
13. Click Deploy button in the ribbon to deploy rule. A system notification will appear to inform you of the deployment in progress. Once the deployment has completed successfully a second notification will be shown.

When done configuring the incident rule and its deployment, create a test incident from the end-user pages and select an appropriate product and/or category to test the new rule.

For additional information on incident routing rules, refer to the Rules for Routing Customer Support Questions section in online documentation.  To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

For additional information on Enhanced Business Rules on the Agent Browser UI, refer to the Best Practices for Enhanced Business Rules and to the Business Rules on the Agent Browser UI section in online documentation.