---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Rules

# Rules {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Gamification rules allow you to configure points that users receive for activities on
the community.
Important:  
Starting with the Brazil release, Communities is being prepared
for future deprecation. It will be hidden and no longer installed on new instances but
will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the
Now Support Knowledge Base.  
Gamification includes several pre-defined rules. The gamification administrator can use these rules, modify them as needed, or create new rules. These pre-defined rules include:

* Comment marked as helpful: 5 points
* Document marked as helpful: 5 points
* Video marked as helpful: 5 points
* Blog marked as helpful: 5 points
* Answer marked as helpful: 20 points
* Document bookmarked: 20 points
* Blog bookmarked: 20 points
* Video bookmarked: 20 points
* Answer marked correct for a question: 40 points
{#gamification-components-rules__ul_ilb_y4l_r1b}

When a user performs an activity that has a gamification rule, the user profile identified
in the rule receives points. Points received through a gamification rule can be configured
to accumulate toward:

* Overall points across the entire community
* Points in forums associated with the activity
* Points in topics associated with the activity
* Points in a track
* Points assigned for a combination of forums, topics, and tracks

{#gamification-components-rules__ul_syz_14x_41b}

If users revert previous activities, the points associated with these activities are
removed. As an example, if a rule has been defined and a user creates a blog, they are
awarded points. The points are deducted when the blog is deleted. If a rule has not been
defined and a user creates a blog, no points are awarded. If the user removes it once a rule
has been defined, points are deducted even though none were awarded in the first place.
**Related tasks**   

* [Create a gamification rule](https://www.servicenow.com/docs/i~cO0~KKxdbVja3YwRaLaQ "Create gamification rules so that users can earn points for community activities.")