Rules
A combination of conditions and actions that form a rule policy.
You create and maintain rules in rule folders under existing rule policies in the CRM WebClient UI under Process Modeling
. The folders are used to group related rules.
Rule Types
Rules exist as one of the following types:
Released
These are rules that you have created and released for use in rule processing.
Draft
These are rules that you have created and not yet released, or that you have previously released but are currently modifying.
Once rules have been saved and released, you cannot directly change them. This ensures that you do not edit a rule that is currently in use. If you need to change a released rule, choose Edit Released Rules as Draft
under More
. The
system creates a copy of the released rule and inserts it in Draft Rules
, which ensures that the released rule is still available for use while you are changing the draft version.
Once you have finished creating or changing your draft rules, you access the function to release the draft rules under More
.
Recommendation
After creating new rules or changing existing rules, choose Check Draft Rules
under More
. This ensures that the logic and syntax are correct.
Rule Preview
You can preview the combination of conditions and actions in an “if/then” format to see how rules are applied. In the following example, if an e-mail is received containing the words Trade Show
or User Group
, the system
sends an invitation automatically, creates an interaction record, and routes the e-mail to the special events queue.
Example
If
E-Mail Subject Contains Trade Show or
E-Mail Subject Contains User Group
Then
Send Auto Acknowledgement (Mail Form = Invitation for a Trade Show; Outgoing E-Mail Address = marketing@pc4u.com; Create Interaction Record = Yes; Create Service Order = No) and
Route E-Mail (Organizational Object = Special Events Queue)
Rule Evaluation
Rules are organized in a tree structure in which every rule on a given level is only executed if the upper level rule has evaluated to true.
Every time the system triggers a policy, the rules belonging to the active policy variant are evaluated. Rules are based upon facts, such as the content of an e-mail and business partner information. The system gathers these facts and stores them in a fact base.