Criteria Groups versus Eligibility Criteria

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 will 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:

The following criteria are required for each of the above groups:

The next section describes how you might configure the specific logical criteria in each of the groups.