Scenario: An employee submits a tech support request online. In the request form, the employee is asked to define the urgency and impact of the problem. The employee rates the urgency and impact on a scale of 1-3.
The company has three priority levels of tech support: low, medium, and high. Problems that have less urgency and impact are handled as low or medium priority support calls, while problems with more urgency and impact are handled as high priority support calls.
Process: This process is created as a Workflow-type project.
The following screen shot shows the process:
The process begins with a Dialog Workflow component containing the tech support request form. This form contains a textbox where the user describes the problem, and two drop-down lists where the user defines the urgency and impact of the problem. These two drop-down lists output variables called ProblemUrgency and ProblemImpact.
The Decision Path component takes in these two variables and makes an output path decision based on them.
The following screen shot shows the editor for the Decision path component:
The Decision Path component editor takes you through a wizard-like process to configure the component. The first step is to define the output paths.
The previous screenshot shows the output path editor. You can create as many output paths as you want. The names are arbitrary. Here "1" "2" and "3" represent the levels of tech support priority.
The next step is creating the complex rules matrix.
The following screen shot shows the rules matriz in the Decision Path component:
In this example, two Number Range Rule components control the matrix. Think of this matrix as an answer table for the functions happening along the top and side of the table. The numbers on the left (the vertical Number Range Rule) represent the ProblemUrgency variable. The Number Range Rule component evaluates this variable and outputs the result into the rules matrix. The numbers on top (the horizontal Number Range Rule) represent the ProblemImpact variable.
The numbers in each of the fields are user-defined and represent the three outcome paths defined in the outcome path editor (seen in the previous screen shot).
You can add another rule component by clicking one of the green plus signs. In this way you can create a very complex "tiered" rules matrix. Creating such a rules structure out in the main model would be very time consuming, difficult, and visually obscure.
To conclude the process, the Decision Path component routes the workflow on to the appropriate tech support component.