Ask someone what they did this week and a surprising amount of it turns out to be conditional. If the invoice is fourteen days late, chase it. If a renewal is sixty days out, tell the owner. If a ticket has no reply by Thursday, escalate.
Dropdowns, not scripts
A rule is a condition, an action and an owner, chosen from lists. There is nothing to deploy and nothing to test in a sandbox. The person who knows the policy is the person who writes it, which is the only arrangement that keeps a rule current.
The rule writes down what it did
Every action lands on the account record with a timestamp and the rule that caused it. Six weeks later, when somebody asks why the ticket was opened on a Sunday, the answer is on the record rather than in anyone’s memory.
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