Configure the business conditions that you use to evaluate criteria during an interaction so that you can provide consistent, personalized responses. You can modify the out-of-the-box business conditions and add new ones.
- In the navigation pane of App Studio, click .
- On the Business conditions page, click Add.
- In the New business condition dialog box, in the
Scope drop-down list, select a value to represent the source of
the information that you want this business condition to evaluate as well as the item to
which the business condition applies.
When selecting the scope, think about where you want to apply the conditions. To configure the behavior of the Interaction portal, for example, configuring suggested cases or customer composite, select All Cases. This means that all the properties that are associated with the cases are available to build conditions.For new business conditions that are based on the current interaction properties (for example, the case type that is currently being run currently such as Address Change or the account information that is being accessed in the interaction), select All Cases. Selecting this value gives you access to the properties that are available in the case type and the interaction itself.
In the Scope list, to create a small, reusable business condition that you use to build more complex case-level conditions, select a data object, such as Account. For example, Platinum customers in your business must maintain a balance of $5000 in their accounts. Create the business condition for the account data and reuse this business condition to build case type conditions that need to evaluate this criteria. If you need to change this value to $6000, change the value in the one business condition and it is changed in all the places where you used this business condition.
To review the default data types for business conditions, see "Scopes for business conditions" earlier in this section.
To add a different data object as a scope, see Adding a new scope for business conditions. To group together cases in a work pool, see "Adding a work pool for business conditions".
- Click Next.
- In the expanded New business condition dialog box, in the
Name field, enter a unique name for your business
condition.Business conditions appear in alphabetical order, so plan your naming schema to reflect the scope and purpose of the business condition. For information, see the "Best practices for naming business conditions," section in Business conditions.
- In the Description field, enter text to describe details about
your business condition. The description is useful in contexts when both the description and name are visible.
- In the Set conditions section of the dialog box, configure the
data that you want evaluated for this business condition. If the selected scope is All Cases, Current gives you access to the current case that will be run in real time. You can also select a data object for your scope.
- To select from properties for the account data object, select .Account
- To select from properties for the contact data object, select .Contact.
- To select from properties for the interaction, select .czInteraction.
- In the Select field, choose the criteria for the left side
of the equation:
- To reuse an existing business condition, click Business
condition, and then select the business condition.
For example, if the scope of this business condition is Account, you can select from other business conditions with the same scope, for example, Account active and due within two weeks.
- To select a case property for the All Cases scope, click
Configuration and then select the setting property, for
example, Allow duplicate search lets you evaluate whether
or not a duplicate search is enabled for a case.
When you select a case property, carefully consider the context where the business condition is evaluated. The case property values can change during the course of an interaction based on the case that is being run.
To select a property for the specified scope, click Fields and then select the property.
The properties list includes only fields that have been marked as relevant for business conditions. For information, see Showing only relevant fields for interaction features.
- To select a When rule that applies to the same scope as this business condition,
click When condition and then select the When rule.
For information, see When Condition rules.
- To reuse an existing business condition, click Business condition, and then select the business condition.
- Optional: If you select Business condition or When condition, to view the details of your choice, click the Preview this condition icon .
- In the operator field, select how to evaluate the
criteria.The list of operators varies by criteria.
- For criteria that require a value (for example, a field), enter a value or click
the Select values icon , and then select one of the predefined values for this field (for example,
yes or no) or another field.Only use the Select values dialog box for fields with predefined values.
- Optional: To define an additional condition, click the Add a row icon, and then repeat the previous steps.
- If you define more than one condition, select a value in the Select
grouping for conditions list to evaluate the conditions:
- To require all conditions to evaluate to true, select Group ANDs.
- To require only one condition to evaluate to true, select Group ORs.
- To enter a custom expression, select Use advanced logic,
and then enter the logic.
For example, if the expression is true when conditions 1 and 2 are both true, or when condition 3 is true, enter this expression: (1 and 2) or 3.
- Click Submit.