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Since the typical first
level support operator may not know the answer, the system needs a few additional rules to explain which customers have "significant growth potential". The Sales Manager could write a few rules describing how to identify a company with significant growth potential. These add the Sales Manager knowledge, on his specific aspects of the problem, to the system. These might be rules such as:

Figure 1: How individual rules call other blocks of rules.

IF

The company is a Fortune 100 company

THEN
The customer's company has significant growth potential

IF

The company has been a customer for many years

THEN
The customer's company has significant growth potential
To determine if the customer's company has significant
growth potential, the engine automatically calls these new rules which asks the user more objective questions. As mentioned before, in a real system this data might come from other sources such as database with information on customer companies.

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