Which three options will speed up the agents’ workspace?

Your customer has a complex workspace that has 60 + tabs, 100 + data fields and over 200 + rules
that are fired based on agent actions for their different business functions. Your customer has told
you that their workspace is painfully slow and the call center agents cannot do their work. The
customer would like to keep using a single profile for all their agents to simplify administration. You
have condensed many of the rules in the workspace into named events to try and speed things up,
but on the call center agents’ workstations its still just too slow. Which three options will speed up
the agents’ workspace?

A.
Reduce the number of tabs that need to be rendered

B.
Utilize workflow to split the workspace into more than one

C.
Reduce the number of data fields on the workspace

D.
Utilize a single workspace per business function and assign it to the profile

E.
Create workspace rules to hide unused tabs when the workspace loads.

Explanation:

* In many cases, a workspace contains many fields or controls that are applicable only in certain
scenarios. Set the default state (visibility, required setting, and read-only setting) to match the mostcommon cases, and then use rules to handle the uncommon cases by dynamically
showing/hiding/changing required or read-only settings. When using rules to show or hide multiple
fields/controls, try to group these items onto tabs or panels and hide/show just that tab or panel. By

following these best practices, you will make your rules easier to maintain and you will minimize
workspace flickering that can happen when you first show and then hide fields and controls.
* Oracle RightNow Contextual Workspaces Cloud Service is a very powerful add-in option that gives
you the ability to tailor your workspaces to meet complex enterprise business needs. It can also
make your agents more productive, by providing them with what they need, when they need it. For
example, you can show only the information and fields that are relevant, based on
• What type of interaction it is
• Who the customer is
• Who the agent is
• What is happening during the interaction