Support agents often deal with varying products, warranties, SLAs, and entitlements.
Hard-coded logic quickly becomes unmanageable as combinations increase.
This slows resolution and increases agent dependency on tribal knowledge.
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Support agents often deal with varying products, warranties, SLAs, and entitlements.
Hard-coded logic quickly becomes unmanageable as combinations increase.
This slows resolution and increases agent dependency on tribal knowledge.
BRE evaluates multiple case and entitlement inputs to recommend the right action.
It can guide agents on troubleshooting paths, dispatch eligibility, or escalation.
Business teams can adjust rules without developer involvement.
This approach is frequently illustrated through entitlement-based decisioning .