Defining Suggestions

All suggestion types have a similar definition screen, which are accessed from the area of application setup for that type. For example, in Administration, select Company Setup > Fulfillment > Fulfillment Rules to access the screens to define suggested letters, paragraphs, and enclosures.

For more information, see:

There are two basic concepts that you need to understand to implement suggestions:

Driver Categories: These are the categories that "drive" the suggestion. When the appropriate code or codes from these categories are selected on a case, the suggestion is activated. Suggestions can have either one or two driver categories. If you select two, it is a combination of codes from both categories that determines when the suggestion is activated.
Suggestion Category: This is the category that defines the item that is being suggested (for example, letters, paragraphs, enclosures, and surveys).

Suggestion Definition

To add a new suggestion click the New Suggestion button. You can also edit a suggestion by expanding the suggestion type and clicking the Suggestion. The Suggestion tab of the code screen includes the following fields:

Field	Description
Suggestion Type	This defines the type of suggestion. It is set when you create the suggestion and cannot be changed.
Description	This is a text description of the suggestion. It is not used for processing and is primarily for your own reference so that you know the purpose of the suggestion.
Category 1 Name	Select the first driver category upon which this suggestion will be based.
Level1	Select the level in the hierarchy to which this suggestion will apply. Suggestions can apply at any level, all the way down to the individual codes.
Category 2 Name	Select an optional second driver category upon which this suggestion will be based.
Level2	Select the level in the hierarchy to which this suggestion will apply.
Priority	The priority determines the order in which suggestions of the same type will be executed. The priority can be any number, with 1 being the highest priority. For more information, see Order of Execution of Suggestions.
Active	This box must be selectedfor a suggestion to work. Inactive suggestions are ignored by the system.
Auto Run	Determines if and how the suggestion will be run: No Auto Run: The suggestion will not fire automatically. It will only run when the user asks for suggestions. Commonly used with items such as suggested enclosures, suggested letters, and AK topics. For details, see Application Banner. Auto Run w/ Prompt: The suggestion will fire automatically when the user enters the appropriate criteria on the case. They will be prompted as to whether they would like to accept the suggestion. This option only applies to suggested enclosures, paragraphs, letters, and actions. Auto Run w/o Prompt: The suggestion will fire automatically when the user enters the appropriate criteria on the case. Any changes are applied automatically without the user being asked to confirm. (This is a bit less of a "suggestion" and more of an "insistence.") This option only applies to suggested enclosures, paragraphs, and actions.
Suggestion ID	This is the internal ID number that is assigned automatically by the system when the suggestion is created. It cannot be changed.
Suggestion Cat.	This field is only used by Limit Codes and Suggested Migrations. It defines the target category for the suggestion. You do not need to specify this value for other suggestion types because it is implied by the type of suggestion. (For example, Suggested Letters suggest letters and Suggested Surveys suggest surveys.)
Show Outline	For InfoCenter Alerts, select this check box to highlight the alert in ESP. Using the Highlight Color field you can select a color for the highlight border.
Highlight Color	For InfoCenter Alerts, select a color to use for the highlight border in ESP.

Suggestion Codes

The Codes tab of the code screen is where you define the actual codes that make up the suggestion. For information on this tab, see Application Setup Pagination.

To create a new suggestion code set:

Click the New Suggestion Code button on the banner. The Enter new Suggestion Code values dialog displays.
Select the driver categories (one or two depending on whether one or two were entered on the Suggestion tab), as well as the codes from the suggestion category.

You can select multiple codes from within each category.

For Suggested Enclosures, the Quantity and Value fields will display below the categories. The Enclosures Codes screen contains the default values for these fields. However, the values you enter for Suggested Enclosures will override the defaults. For more information about Enclosures, see Defining Enclosures.
- In the Quantity field, enter the maximum quantity of this item that can be selected as a single enclosure on the case. If the same enclosure is entered multiple times on the same case, each one can have up to this quantity.
  Enclosure quantities can fall between 1 and 9,999,999. However, check and coupon enclosures are limited to a quantity of 1 and cannot be changed regardless of what you enter in this field.
- In the Value field, enter the value to the customer for this enclosure. It may or may not be the same as the unit price.
  If you are in a multi-currency environment, this value should be specified in the default currency defined for this company.
Click the Save button when you are finished selecting codes. The system adds all possible combinations of the codes you selected to the codes list.

On certain suggestion types, there may be additional options that can be set for each set of suggestion codes. These options are discussed in the section of the document related to the appropriate suggestion type.

Suggestion Filters

The Filters tab of the code screen allows you to add filter criteria to your suggestion rules. Thus, providing the ability to have suggestions that are based on more than two categories. Suggestion rules are still triggered based on the "driver" categories, but before the suggestion is processed it must also match the filter criteria.

Available Suggestion Filters

Each filter can contain the following information:

Field	Description
Category	Enter the name of the category on which you want to filter the selection. Standard code browsing functionality is available for this field. For more information, see the section Browsing for Codes in Codes and Browsing.
Operator	Select the type of comparison that you want to perform. For information, refer to the Operators table below.
Code	Enter the specific codes that you want to filter by.
Active	Select this check box if the filter is to be used when the suggestion is processed.

Operators

Each of the options that are available in the Operators field are listed below, along with a description of their use.

Operator

Description

= (equals)

Only those records where the specified category exactly matches the value in the "Code" field are selected.

<> (not equals)

Only those records where the specified category contains some value other than the one entered in the "Code" field are selected.

IN

NOT IN

Use the IN operator to match to a set of specific values. You specify the values that you want to match in the "Code" field. Separate items in the list with a semicolon. You can also select multiple values using the code browse window. The window remains open after each selection to allow you to easily select multiple codes.