Business Rule Actions

The condition is the “if” part of a rule “if-then” statement, and the action is the “then” part. The action specifies what occurs to the object (answer, contact, incident, chat, opportunity, organization, target, or task) when the condition is met.

Actions are also used in the optional Else clause when you want to specify what happens when the object does not match the rule conditions. Every action that is available in an object Then clause is also available in the Else clause.

Note: An action that can only be used once in the Then clause (for example, setting an incident status) is also restricted to a single use in the Else clause, although you can use the same action in both clauses of a rule.

Before you define actions for rules, review these considerations:

• Action Execution
• Action Order
• Dependency Conflicts—If you delete an email or survey that is used in a Send action in a contact, incident, or opportunity rule, you can still activate the rule base but the rules engine will not process the action. No error will be logged to indicate that the mailing or survey was not sent.
• Actions to Set Custom Fields and Variables
• Actions for Rule Bases
• Rules for Escalation of Answers, Incidents, Opportunities, and Tasks—You define the conditions that will schedule an object escalation and what actions you want to occur when that escalation level is reached.