Before we provide concrete examples of eligibility criteria, we need to explain two concepts: Criteria Groups and Eligibility Criteria. A script's criteria groups control whether a user is eligible to choose a script. At a high level, it works like this:
- A criteria group has one or more eligibility criteria. A group's criteria control whether the group is considered true or false.
- When you create a group, you define what should happen if the
group is true or false. You have the following choices:
- The user is eligible to choose the script
- The user is not eligible to choose the script
- The next group should be checked
We'll use the following example from Oracle Utilities Customer Care and Billing to help illustrate these points. Assume a script is only eligible if:
- The customer has electric service and the user belongs to user group A, B or C
- OR, the customer has gas service and the user belongs to user group X, Y or A
This script requires two eligibility groups because it has two distinct conditions:
- IF (Customer has electric service AND (User belongs to user group A, B or C))
- IF (Customer has gas service AND (User belongs to user group X, Y or A))
If either condition is true, the script is eligible.
You would need to set the following criteria groups in order to support this requirement:
| Group No. | Group Description | If Group is True | If Group is False |
|---|---|---|---|
| 1 | Customer has electric service and the user belongs to user group A, B or C | Eligible | Check next group |
| 2 | Customer has gas service and the user belongs to user group X, Y or A | Eligible | Ineligible |
The following criteria are required for each of the above groups:
| Group 1: Customer has electric service and the user belongs to user group A, B or C | ||||
|---|---|---|---|---|
| Seq | Logical Criteria | If Eligibility Criteria is True | If Eligibility Criteria is False | If Insufficient Data |
| 10 | Customer has electric service | Check next condition | Group is false | Group is false |
| 20 | User belongs to user group A, B or C | Group is true | Group is false | Group is false |
| Group 2: Customer has gas service and the user belongs to user group X, Y or A | ||||
|---|---|---|---|---|
| Seq | Logical Criteria | If Eligibility Criteria is True | If Eligibility Criteria is False | If Insufficient Data |
| 10 | Customer has gas service | Check next condition | Group is false | Group is false |
| 20 | User belongs to user group X, Y or A | Group is true | Group is false | Group is false |
The next section describes how you might configure the specific logical criteria in each of the groups.