Your customer runs a 24/7 call center and has a policy starting that incidents that agent’s solved by
the end of an agent’s shift should be moved out of that agent’s inbox to be worked by another active
agent. Which two actions will accomplish this?
A.
The agent does a multi-edit update for all incidents in their inbox and changes the assigned field
to full.
B.
The agent reassigns each incident to another agent before they log off.
C.
Add a business rule that when an agent logs out, the Assigned field should be set to null for any
unresolved incidents for that agent.
D.
Create a workspace rule that sets the Assigned field to null when an agent logs out.
Explanation:
Incorrect:
Not D: Use a business rule, not a workspace rule.
B and D.
I believe the correct answers are A and C, the agent can use the multi-edit workspace to set the assigned field to “null” before log off, the correct term on that answer is null not full
You can set a workspace rule to set the field but if you have a business rule that set that field, the business rule will prevail over the workspace rule.
Can’t be D, because the agent can close the workspace without doing logout ( to get another incident e return to this one later).
C is not an option too, because there is not rule condition to fire if the agent do the logout.
Reference
http://communities.rightnow.com/posts/783137a6b1?commentId=47205#47205