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            Set Up the Business Rule Engine for Complaint Resolution

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            Set Up the Business Rule Engine for Complaint Resolution

            Create the decision matrices and expression set that the Complaint Resolution Agent uses to score complaints and recommend a resolution priority.

            Required Editions

            The Business Rule Engine (BRE) calculates a public complaint score from weighted parameter values. The score helps complaint officers prioritize the cases that need attention first.

            1. From the App Launcher, open Business Rule Engine.
            2. Create a decision matrix named ParameterValues and a decision matrix named ParameterWeights.
            3. Configure the ParameterWeights matrix.

              Assign each parameter a positive decimal weight that's less than or equal to 1. The weights of all parameters must add up to 1.

            4. Configure the ParameterValues matrix.

              Map each parameter and sub-parameter to an integer value.

            5. In Expression Set Templates, create an expression set from the Calculate Public Complaint Score template, and then activate it.
             
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