The Wait Is Over - Enhanced Business Rules Are Available for CX B2C Service Customers!!!

May 28, 2020 | 4 minute read
Prabakar Paulsami
Vice President, Applications Development
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If you’ re looking to further automate your business processes and reduce manual work and errors, you are really going to like the Enhanced Business Rules feature.  In this blog post, I will go over the CX B2C Service Enhanced Business Rules feature and address:

  • What it is,
  • The challenges it solves, and
  • What we've done to help you automate business changes - easily and with no coding needed.

What are Business Rules?

Business rules are lists of statements that tell you whether you may or may not do something, or give you the criteria and conditions for making a decision. A business rule defines or constrains some aspect of business and always resolves to either true or false. Business rules describe the operations, definitions, and constraints that apply to an organization.

A business rule is simply an “if-then-else” statement: If these conditions apply, then take this action.

For example, if a customer has a billing question, then route the incident to an accounting staff member. If a new contact is from the East Coast, then send an automated answer from Knowledge Base, send surveys etc.

Business rules can also include an Else clause. If the conditions of the rule are not met, the Else clause specifies the action that should be taken. For example, if a customer has a billing question, a rule can route the incident to accounting. If the question is not about billing (that is, the incident does not match the rule’s condition), you can add an Else clause to route it to technical support and escalate if needed.

The ‘Business Rules’ feature is one of the most used features of B2C Service.

What are Enhanced Business Rules?

With the Enhanced Business Rules, we have addressed all the challenges that you had with the legacy business rules feature in .NET console. We have incorporated your input to address your needs. Here are a few key challenges that we have solved:

  • You can now create business rules for custom objects, custom attributes.
  • You can export and import rules from any instance via Element Manager.
  • You can benefit from easy search options.
  • You can benefit from exporting rules (including states, functions, variables) into csv.
  • You can benefit from various usability enhancements.
  • You can leverage advanced auditing information.

You can find a complete comparison in the visual below:

How do I access Enhanced Business Rules?

Please note that the Enhanced Business Rules are accessible only from Web Client / Browser User Interface.

From Browser UI - After assigning required permissions to the user, they will be visible in the navigation set. Upon clicking the Rules link, you will be taken to the dashboard that you can use to manage rules for the supported object. See it exemplified in the caption below.

If your site is not enabled for this feature, please follow this page to get it enabled.

Migration from Legacy to Enhanced Business Rules: If you access the Rules option in the Browser UI for the first time, you will be prompted for migration.  Please refer to the below image for more detail:

Upon your confirmation, the rules will be easily migrated as per below image:

After the successful migration, please verify all your rules, states, functions and variables. Here is an example screen shot from Enhanced Business Rules UI, with rule summary.

What are the Objects supported in Enhanced Business Rules?

  • Incident, Contact, Organization
  • Custom Objects
  • Answer, Opportunity, Task
  • Chat (20C)

The Wait is Over!

  • If you are looking for configurations over coding, it's time to migrate to Enhanced Business Rules.
  • Managing and Configuring business rules will no longer be a concern.
  • Migration from legacy is just a few clicks away.
  • Avoid all manual errors, with the advanced auditing capability and diagnosis
  • Import/Export Business Rules from one instance to another instance or interface is just a few clicks away within your own process.
  • Automate and save lots of time that would normally be spent on manual work.

For more resources, please visit:

We are really interested in hearing your thoughts about this feature. Please leave your comments and suggestions on our customer connect forum. Thank you!

Prabakar Paulsami

Vice President, Applications Development

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