Conditions for Each Rule Base

Before you create a rule base, you should be familiar with the conditions associated with each type of rule base.

Each table lists the field, field description, and how to select a value based on its format. For example, formats might include texts that you type or a menu option you select.

Note: When the format of a value consists of menu selections, you can choose multiple options by pressing the Ctrl key while making each selection. Or if the value displays check boxes, you can make multiple selections.

Some conditions depend on how you’ve configured your site. Customizable menu items, such as products, categories, and dispositions, appear as conditions only if they’ve been added. If the rules engine doesn't detect the presence of customizable menu items, and custom fields, they don't appear in the list of conditions. This includes SLAs, mailboxes, Outreach emails and mailings, and Feedback surveys. If you add them while you create rules, you’ll need to close and reopen the Rules editor to display them.

Note: You can add items to a customizable menu that already has items in it without needing to close the Rules editor for them to be visible.

In addition to fields that are specific to each type of rule, all rules can use rule variables for rule conditions. If you don't define variables in the rule base, this disables the Rule Variables field type.

See these topics for condition field details:

• Answer Conditions
• Contact Conditions
• Incident Conditions
• Opportunity Conditions
• Organization Conditions
• Task Conditions