Creating rule bases

In This Section

Adding states and functions

Adding variables

The process for creating a rule base consists of the following main steps, which are explained in greater detail in this section.

Step 1

Select the object class of the rule base (answer, contact, incident, chat, opportunity, organization, target, or task) and open the rule base.

Step 2

If an initial state does not already exist in the rule base, add one.

Step 3

Add additional states and functions as necessary.

Step 4

Add rules to each state and function.

Step 5

Reorder the rules within states and functions as necessary.

Step 6

Activate the rule base.

Step 7

Verify that the rules are performing as expected.

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