CXone & Dynamics Review

Get Ready

100

What status should RSPs remain in by default so they are ready to support incoming advisor calls?

Available

200

Which phone option should you choose during the CXone startup process before selecting Save + Launch?

Integrated Softphone

300

What two indicators must both be correct before inbound calls can reach your desktop?

Agent Leg and Availability set to 'Available'

400

Place these six start-of-day actions in the correct order:

1. Confirm Ready for Calls

2. Choose Integrated Softphone

3. Open Dynamics CWS

4. Save + Launch

5. Open LPL@Work

6. Select Next

• Open LPL@Work
• Open Dynamics CWS
• Select Next
• Choose Integrated Softphone
• Select Save + Launch 
• Confirm Ready for Calls

500

Your status shows Available, but calls are not reaching your desktop. Once the issue is corrected, you also need to complete follow-up work related to your previous advisor call.

What should you check first, which unavailable code should you use while completing the follow-up, and what status should you return to when finished?

• Check the phone connection or Agent Leg first.

• Select ACW while completing the call-related follow-up work.

• Return to Available when the work is finished.

Handle the Call

100

Which CXone call control disconnects the conversation with the caller?

End Call

200

Which type of call normally opens a call pop automatically, and which type may require a manual call pop?

• Inbound call: The call rings and the call pop opens automatically.

• Outbound call: You dial the advisor or peer, and a manual call pop may be needed.

300

Match each situation to the correct transfer type and CXone selection:

1. You need to speak with the receiving party and explain the situation before connecting the advisor.
2. The advisor can be sent directly to the appropriate department queue.

• Warm transfer — select CALL

• Cold transfer — select TRANSFER

400

An email supports work that is already connected to an existing Case. Where should you begin the email, and why does the starting point matter?

Begin the email from the existing Case, using the Case Timeline, so the communication remains connected to the correct Case and its related work.

500

You place an outbound call, but a call pop does not open automatically. During the conversation, you determine that the advisor must be transferred to a specific individual. You need to explain the situation to that person before completing the handoff.

• Use a manual call pop and enter and authenticate the appropriate Rep ID.

• Use a warm transfer because context must be provided before the advisor is connected.

• Select CALL to speak with the receiving individual.

• Confirm that you selected an individual rather than a skill, and make sure the receiving person knows whether to expect a call pop.

Find the Word

100

Which Dynamics area should you use to understand what happened before, including prior calls, emails, and interactions?

Activities 

200

Which Dynamics area should you use to review the current request, its owner, follow-up work, and status?

Cases

300

Match each need to the correct Recent Cases view:

1. Review only Cases created for the verified caller.
2. Search for work connected to any of the caller’s accessible Rep IDs.
3. Review Cases connected to the account entered in Dynamics.

• By Contact
• By All Rep IDs
• By Account

400

You need to understand the advisor’s ask, determine whether work already exists, and see what follow-up remains.

Which areas should you review for:

1. The ask and existing Case work
2. Updates and related follow-up work

• Recent Cases and Request Details help identify the ask and existing work.

• Timeline and Tasks help identify updates and remaining follow-up.

500

An advisor says:

"I called last week because my client’s information was incorrect. A Case was opened, but the issue still has not been fixed.”

In what order should you review the prior work, and what should you look for in each area?

1. Activities — Review the prior interaction, original ask, and any expectation previously communicated.

2. Case or Recent Cases — Locate the matching Case and confirm that it relates to the correct caller, account, and request.

3. Timeline and Task — Review the latest update, Task status, and remaining follow-up work.

Choose the Path

100

An advisor asks a process question, and you fully resolve it during the first interaction. Is a Case still required?

Yes. Every advisor or client ask requires a Case-even when the request is resolved during the first contact.

200

What three details must match before you choose Associate?

• The verified caller

• The account

• The advisor’s ask or request

300

What are the three situations in which a Case is not required?

1. An internal LPL employee calls with no advisor or client ask.

2. The caller is immediately transferred before an ask is handled.

3. The call immediately disconnects before the interaction begins.

400

Match each situation to the correct path: Associate, Create, or New Inquiry/New Issue.

1. An existing Case matches the verified caller, account, and request.
2. Recent Cases contains no work related to the caller’s current ask.
3. The advisor asks a second, unrelated question before ending the call.

1. Associate

2. Create

3. New Inquiry/New Issue

500

An advisor calls about a current request. A Case appears in Recent Cases for the correct caller and account, but the Case topic does not match the advisor’s current ask. Another team must complete an action after the call. 

Identify:

1. The correct Case path
2. What you should avoid doing
3. Whether the request is FCR
4. Whether a Task is needed

• Create a new Case for the current ask.

• Do not force the association to the unrelated Case.

• The request is not FCR because follow-up work remains after the interaction.

• A Task is needed because another team requires a separate assignment to complete the remaining action.

Close it Right

100

Regardless of whether the request is FCR or requires follow-up, which action must always happen last?

Mark Complete

200

What two actions should you take to make sure the AutoSummary is accurate and stored before completing the interaction?

1. Review & Update the AutoSummary to confirm accuracy and make any needed edits.

2. Select + Save to store the confirmed summary.

300

Place these four actions in the correct closeout order:

1. Mark Complete

2. Select + Save

3. End Call

4. Review & Update

• End Call

• Review & Update

• Select + Save

• Mark Complete

400

A Case or Task does not include a documented completion date. What three things should you communicate or capture before completing the interaction?

1. Next step: Explain what will happen next.

2. Expectation: Set a reasonable expectation without promising a completion date.

3. Documentation: Record what was communicated in the appropriate Case or Task.

500

An advisor’s request cannot be fully resolved during the call. Another team must complete an action, and no completion date is documented.

Identify:

1. Whether the request is FCR
2. What should happen with the remaining work
3. What should be communicated to the advisor
4. What must be completed before selecting Mark Complete
5. What responsibility remains after the call

1. The request is not FCR because follow-up work remains after the interaction.

2. Identify the remaining action and create or route a Task if a separate assignment is needed.

3. Explain the next step and set a documented expectation without promising a completion date.

4. Finish all required interaction documentation, including reviewing and saving the AutoSummary, before selecting Mark Complete.

5. The Case owner continues monitoring the Case and related follow-up until the work is completed.