Business Rule Notifications

Implementing an automated system that triggers a Notification users has various advantages such as improved user satisfaction, real-time insight generation, effective data collection and continuous improvement.

Lets study a use case in Business Rule Designer which triggers a Notification after creating or updating  a record. For triggering this event a condition can be set in place by selecting appropriate field value set. Configuring the frequency of execution to send Notification by selecting the tailored Template for the medium of communication.

The following graphic depicts the utilization of Notification Template in Business Rule:

Notification Template targeting following personas to send Notification while executing a Business Rule:

• Feedback collection from End User
• Internal Survey from Analysts

End User Notification Template

Scenario: Analysts are required to collect the Feedback from the End User post resolving the ticket for process improvement.

Solution: The Automated Feedback Collection system is implemented using Business Rule to send a Notification to gather feedback from End Users after an Analyst resolves their reported incident. By automatically triggering a Notification email with a feedback link, this system enables organizations to collect valuable insights for continuous improvement and enhanced user satisfaction.

To achieve this, following are the steps:

1.  Define a Business Rule.
2.  Trigger the execution when the Record is Updated based on a condition, that is when the Status of the record is changed to Resolved.
3.  Set the required Condition.
4.  Notify the recipient by selecting the User value as the Requestor of the Record.
5.  Publish the Business Rule.

Analyst Notification Template

Scenario: The organization initiates an internal survey aimed at gathering feedback from Analysts regarding the incident resolution process to improve employee work satisfaction.

Solution: The Automated Feedback Collection system triggers the distribution of the survey to all Analysts via Notification email communication channel. Analysts receive the survey notification and are encouraged to participate by providing their feedback. The survey Notification contains questions covering various aspects of the incident resolution process, such as system usability, effectiveness of support tools, communication clarity, and overall satisfaction. The Notification template is crafted using Grids where the questions are presented in row and column format with rating ranging from 1 to 5, along with the company logo as an image.

To achieve this, following are the steps:

1.  Define a Business Rule.
2.  Trigger the execution when the Record is Updated based on a condition, that is when the Status of the record is changed to Closed.
3.  Set the required Condition.
4.  Notify the recipient by selecting the User value as the Requestor of the Record.
5.  Publish the Business Rule.