Ways to Use Business Rules in Your Organization

There are many ways you can use rules to automate workflow in your organization.

These are some common ways to use business rules:

Route incoming incidents—Use rules to route incoming questions to the most qualified staff member, group, or queue based on criteria you define, such as product, incident severity, or language.
Escalate answers, incidents, opportunities, and tasks—Assess potential problems and alert managers to critical issues by using escalation levels. Identify tasks with elapsed deadlines, and escalate incidents that haven’t received timely responses. Escalate answers to ensure adequate review, and follow up on opportunities to prevent ignoring potential sales.
Update answers, contacts, incidents, opportunities, organizations, and tasks and notify staff members—Create rules to consistently handle and track updates to answers, contacts, incidents, opportunities, organizations, and tasks and notify staff members when assignments have changed.
Suggest answers to incoming questions—Business rules let you suggest answers to customers’ questions before they submit them. When rules successfully answer questions, fewer incidents are added, reducing agents’ workloads.
Create SLA instances for contacts and organizations—Automatically apply SLA instances for contacts and organizations. For example, create a rule to apply SLA instances to all customers who submit questions about a new product. See Overview of Service Level Agreements (SLAs).
Route chat requests to queues—Route requests for chat sessions to a specific queue to manage chats optimally. See Chat for Agents, Supervisors, and Customers for information about chat sessions.
Send marketing email—Send email to contacts who meet specific conditions. For example, send a regional email message to all contacts within a specific geographic area. You can also send a product-specific message for opportunities with a certain status. See Overview of Mailings for complete details about creating, managing, and sending marketing email.
Conduct surveys—Automatically distribute surveys to customers to monitor customer satisfaction and other performance measures. See Overview of Surveys for complete details about creating, managing, and sending surveys.