Oracle B2C service is committed to provide its customers features and services that make their work efficient and secure. Enhanced Business Rules(EBR) helps automate day to day work and decision making that increases efficiency and productivity of agents as well as admins. With evolving needs, sharing of sensitive data between agents and customers has posed safety requirements to be in place for data security which is why EBR brings to you the support for Chat Masking. Alongside, some other new enhancements include an extended switch case support, filter search results by action and enhancements to usage statistics information. In this article, I will take you through how these features combined together elevate quick decision making, easier navigation and control, and also faster monitoring.
Chat Masks Support: When a chat occurs between an agent and an end user, sensitive information may be shared. It hence becomes imperative to mask this information while storing for security. With Chat Masks, admins can mask a field using a standard field(mask) or a custom mask. The standard masks include masking the
The pictures below shows how a user can define chat masks under EBR and a preview of how the mask works.
Additionally, EBR also supports defining custom masks using regular expressions; that are specific to user’s business scenarios. To make this information secure, itis masked before it is stored in the database. This is essential not only for meeting security compliances but also safeguards user data from any other kind of threat.
SWITCH-CASE support for 30 Cases: While defining a business rule, the two ways to set up conditions are either using an IF-THEN-ELSE condition (which can be nested to accommodate a tree of conditions) or using a SWITCH-CASE that allows Admins to check for multiple conditions (using cases) and set up corresponding action items. This capability has now been enhanced to accommodate 30 cases (previously 20) hence allowing more exhaustive rules, enabling coverage of broader set of criteria within a single rule.
Filter Search Results by Action: With the new enhancement to Rules search, admins or any profile with rule editing authority, gets to search rules based on a particular action. How is this useful? This allows to directly search rules by their outcome. Below picture shows the updated rule search page where one can select rules search by action.
So if a field is updated, or an action is triggered, the admins earlier had to navigate through multiple rules to figure out which rule is triggering the action, the same is now simplified and made efficient by introducing search results by action where we can directly see rules that are triggering changes and then such rules can be modified as desired without having to go through many rules.
Usage Statistics support for Last Updated and Updated By: With the new release, the three tables in the usage statistics page, that are…
get new columns of Last Updated and Updated by. This enables Admins to monitor when was a particular rule updated and by who, helping them to not only track if a rule was changed recently, but also find out who changed or updated a particular rule so that it is easier to investigate why any particular rule was updated. Moreover, users get to know the list of rules that have neither been executed nor been updated in the longest, so these can be deleted promptly keeping the rule base pruned.
One thing to note for customers is that all the functionalities released are available exclusively on the Enhanced Business Rules that are accessible only from Web Client / Browser User Interface and users are encouraged to migrate from legacy rules to be able to use all enhancements going forward. A step by step migration guide is available here. We at Oracle B2C Service are constantly making efforts to automate decision making and release features that add value to our customers multi fold. Keep looking at this space for future releases and more…