Your customer has asked you to configure profiles for an Oracle RightNow CX Cloud Service Engine
implementation. Your customer’s requirements:
• There will be two queues.
• All incidents will be pulled by the agents.
• Delivery is based on the due date assigned to the incident.
• No agent will be allowed to work on more than five incidents at a time.
Select two configurations needed to accomplish this.
A.
Set Pull Policy to Strict priority
B.
Set Pull Policy to First Due
C.
Set Pull Policy to Manual
D.
Set Pull Quantity to 5
E.
Set Inbox Limit to 5
F.
Set Pull Quantity to 2
G.
Set Inbox Limit to 2
Explanation:
C: from scenario: All incidents will be pulled by the agents.
D: from scenario: No agent will be allowed to work on more than five incidents at a time.
Not D but E see tooltip for Inbox Limit “Type the number of incidents that can be in a staff member’s inbox at one time.”
Is true!! correct E.
D is the right answer. Pull Quantity will not allow to push more than 5 incidents for an agent.
BD
B and D
D can’t be correct. You can pull only 5 at a time, but have an inbox bigger, so you can still work on more than 5 Items.. So it should be B&E
The second requirement clearly states: All incidents will be pulled by agents. Thus, how can the pull policy be anything other than Manual?