Rulemanager is a key part of the Clarify/Dovetail system that processes events and uses configurable business rules to respond. It responds to both hard-coded and configurable events using rules composed of events, conditions, and actions. Common actions include notifying users or executing commands. Notifications can be sent to individuals, groups, or based on notification preferences. Command line actions allow calling APIs, scripts, or taking other automated actions. The system is highly extensible and configurable through the user interface.

1. RulemanagerandBusiness Rules Join the conversation:http://backnoise.com/?rulemanager

2. BackChannel Join the conversation: http://backnoise.com/?rulemanager

3. Me Gary Sherman, Clarify

4. What is Rulemanager? Server Process Processes Events that happen in the system I think it’s one of the most important pieces of the system

5. Events? Almost everything that happens in the system raises an event. It simply means that something happened A case is created, dispatched, closed A contact is created Notes are logged An email is sent etc.

6. What does Rulemanager do? Rulemanager responds to events Rules are used to tell Rulemanager how to respond Some are hard-coded Most are configurable (Business Rules)

7. Hard-coded events Log Email event causes the email to be sent Commitment warnings Commitment expirations Reports (deprecated) Trends (deprecated)

8. What is a Business Rule? A business rule is a set of events, conditions, and actions

9. Events, Conditions, and Actions, oh my! Event: A case is dispatched to a queue Condition: Case Priority = High Action: Notify the queue members

10. Hey Ma! Look! No conditions! Weee! Event: A case is assigned to a user Condition: Action: Notify the assignee that a case has been assigned to him

11. Start and Stop Events; Repeating Actions StartEvent: A case is dispatched to a queue StopEvent: Case is accepted from the queue Condition: Action: Notify the queue members immediately. Repeat every 2 hours.

12. Escalations Start Event: A case is dispatched to a queue Stop Event: Case is accepted from the queue Condition: Action 1: Notify the queue members immediately. Repeat every 2 hours. Action 2:Notify the queue supervisor after 4 hours. Repeat every 1 hour. Action 3:Notify the CEO after 8 hours.

13. Support Business Hours Event: A case is dispatched to a queue Condition: Action: Notify the queue members using support business hours Dovetail Support Business Hours: M-F 9-5 Central

14. Customer Business Hours Event: A case is dispatched to a queue Condition: Action: Notify the queue members using customer business hours Business Hours for Rock Bottom Industries: M-Sat 7-7 Eastern

15. Business Hours Dovetail Support Business Hours: M-Fri 9-5 Central Rock Bottom Business Hours: M-Sat 7-7 Eastern Case is dispatched to queue: Friday 7:00 PM Central When do the queue members get notified? If using Elapsed Time: Friday at 7:00 PM Central If using Support Business Hours: Monday 9:00 AM Central If using Customer Business Hours: Saturday at 6:00 AM Central (7:00 AM Eastern)

16. Negative Times Event: A contract is created Condition: Action: Notify the contract administrator 30 days before the contract expires

17. Notification Message RE: Case 142 Dispatched Case 142 has been dispatched to queue Support. Customer: Mark Donahue at Rock Bottom Industries The priority is Medium and the customer severity is Low. Please take appropriate action. http://server/agentlite/Cases/Summary/142

18. Notification Message RE: [Object Type] [Object ID] Dispatched [Object Type] [Object ID] has been dispatched to queue [Current Queue]. Customer: [Contact First Name] [Contact Last Name] at [Site Name] The priority is [Priority] and the customer severity is [Severity]. Please take appropriate action. http://server/agentlite/Cases/Summary/[Object ID]

19. What can a business rule action do? Only 2* things: Notify people Execute a command line * Maybe 3 (Run Service)

20. Notifications Who Individual, specific users (fred) User (the case owner) Group of users (queue members) When Immediately, In 4 hours, In 30 days, etc. What notification message How Based on the user’s notification preferences

22. SMS

23. Phone Call

24. Twitter

26. Command Line Actions Call an API If a case is more than 7 days old, change its priority to High Close a case 7 days after its status is set to “Auto-Close” If a New Employee case is created, create 3 subcases (phone, computer, network access) and dispatch them Call a 3rd party API

27. Command Line Actions Make a web service request Create a new tweet in Twitter Post a message to team chat (i.e. Campfire) Have Twilio make a phone call Create an opportunity in SFDC Publish to an activity stream in SocialCast etc.

28. Command Line Actions Send a message to Dovetail Carrier so it can send an outgoing dialogue email send a survey to a customer track a trend etc.

29. Extensibility Create your own rules Create your own properties contact’s eye color site’s region Create your own events Create Widget Change Customer’s expertise level Change Case Priority Create your own command line actions

30. Configuration Administered via UI within either Clarify Classic Client Dovetail Admin Can administer rules and rule properties

31. Dovetail vs. Amdocs Rulemanager Dovetail Rulemanager was designed to be a plug-and-play replacement for Amdocs Rulemanager We’ve dropped a few features that no one really uses Feature-by-feature Comparison is in the doc Architecture/Platform differences

32. Enough slides! Lets see some action…

33. Summary Rulemanager is an important part of the Clarify/Dovetail system I believe those that are not using it (or not using it to full potential) are missing out on a huge opportunity to make their system rock

34. Learn More Wiki:http://rulemanager.wikispaces.com/ Blogs:http://blogs.dovetailsoftware.com/search/SearchResults.aspx?q=rulemanager Knowledgebase Articles:http://www.dovetailsoftware.com/resources/solutions/rulemanager.aspx

35. Next Session: Advanced Business Rules Understanding Rule Properties and aliases Creating your own rule properties Firing rules based on custom events Additional Notification Preferences Rule Properties Time Bombs Tips & Tricks … When: Thursday, July 22, 2010 11:00 AM - 12:00 PM CDT Registration link is on dovetailsoftware.com and on my blog.

36. Questions, Comments, Queries?