Examples of Business Rules

These examples can help you to understand business rules better and create rule bases to streamline your organization’s business practices.

• Rules for Routing Customer Support Questions
• Example of Automatically Sending Emails and Surveys
• Example of Setting Incident Status in Response to an Event or Action
• Example of Using SmartAssistant to Suggest Answers Before Questions are Submitted
• Escalate an Incident
• Create a Variable to Measure Service Quality
• Examples of Applying Service Level Agreements (SLAs)
• Example of Using Relative Time Conditions

As there can be more than one way to accomplish the same objective using business rules, you might find other conditions and actions that let you achieve the same results as the sample rules described in this section. For complete details about working with business rules, including an overview of rules as well as procedures for creating rule bases, adding and editing rules, activating rule bases, and troubleshooting, see Overview of Business Rules.