PC-CIC-Core問題集、Genesys実際の試験問題

質問 1

You are the supervisor of a contact center that uses chat, email, and phone calls to communicate with your customers. You want to improve the time required for the initial introductory chat and other common chat topics.
What would you do to improve your agents' efficiency when working with chat messages?

A. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.

B. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.

C. Have each agent copy and paste their initial chat message into a text file so they can access it again later.

D. Create text messages and send them to each agent so they can copy and paste them when needed.

正解: A

質問 2

You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.
Select three ways that the intern can access Interaction Administrator help. (Choose three.)

A. Use the Help menu in the Interaction Administrator interface

B. Press F1 from any one of the property pages in Interaction Administrator.

C. Use the link from Start>Programs>Interactive Intelligence

D. Select the help manual on the product pages of the Interactive Intelligence website.

E. From the Interaction Client, select Help>interaction Administrator.

正解: A,B,C

質問 3

You want to configure your automated attendant so that when a caller wants to speak directly to a sales representative in the Sales workgroup, they press 1.
What type of operation in interaction Attendant would you use for this functionality?

A. Agent Transfer

B. Menu Transfer

C. External Transfer

D. Group Transfer

正解: D

質問 4

Agents in your contact center are complaining that they do not have time to complete their after call work before a new call arrives.
How can you use CIC features to address this problem?

A. CIC does not have a feature to address this problem. You must train the agents to change their status to Do Not Disturb when they finish a phone call. When they finish the after call work, have them change their status back to Available.

B. Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.

C. Assign a wrap-up status to the workgroups in Interaction Administrator. Assign an appropriate amount of time for the agents to complete their after call work.

D. CIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler

正解: C

質問 5

You are configuring an email schedule in Interaction Attendant. You want to send a reply when an email is received so that the sender knows that they should expect a response within 24 hours.
What operation would you use to provide this functionality?

A. Email Callback

B. Set Routing Options

C. Email Transfer

D. Build Reply

正解: D

質問 6

You have a new agent starting work on Monday and have decided to use the Active Assignment method to configure the IP phone.
What is the description of the Active Assignment method?

A. 1) Select a phone from inventory. 2) Assign the MAC address of the phone to a Managed IP Phone configuration item. The MAC address is entered either by scanning the box or manually typing it in. 3) Transport the specific phone to the correct user.

B. 1) Transport a phone to a specific user. 2) The user uses the Provision Menu to assign the phone to the managed IP phone configuration item using user-based provisioning.

C. 1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.

D. 1) Transport multiple phones to a site and distribute 2) Another administrator (co-worker, partner, or subcontractor) visits each phone and does stations assignment using admin credentials (possibly credentials created for temporary use).

正解: A

質問 7

You just took a new position at your company. Your boss has asked your advice on the best way to update the firmware on 324 non-managed Polycom IP phones, noting that he thinks that this process should be more efficient in the future.
What is the correct response?

A. Continue to update the phones manually. This is the most efficient process for completing this task.

B. Use the Stations Assistant to update the firmware on the phones.

C. There is no way to update the firmware on IP phones.

D. Migrate the stations to Managed IP Phones using the Managed IP Phones Assistant.

正解: B

Genesys PureConnect: CIC Core Certification - PC-CIC-Core 模擬練習