Best Practices

Ushur workflows utilize enterprise information (or system of record - SoR) to initiate end-user engagements, which include members, prospects, agents, etc.

The Ushur Platform (UP) fetches all the enterprise data if necessary and engages with the end user. The SoR system will monitor when it can create records internally and if necessary, notify the user.  But Ushur end-user interactions can continue regardless of whether the SoR is available or not.  If SoR is down, say even for hours, the EU can get notified much later on from SoR.

If there is a continuous dependency between UP on SoR, then the EU experience will be compromised and to counter that the Ushur workflow can get complicated.

Ushur can always let the end-user know that a notification will be sent, like an appointment confirmation rather than tying up the end-user to wait for something from SoR in real-time.  That solution can run into many run-time issues, and this is precisely why Ushur was created to introduce micro-engagements and not have the end-user hanging in there.

We recommend the following best practices for various functionalities to use Ushur effectively and to aid automation into the workflows:
Organizing Workflows

• Module Nuances

• Ushur Integration

• Ushur Design Best Practices

• SMS Best Practice

• Using Short Codes

• Using the Incoming Email API

• Multi-Topic Language Intelligence Training - Best Practice

• Supported Time Zones for Triggering Activities

• Is it mandatory to store the data in the Ushur metadata?

• SmartMail Business User Acceptance Testing