Genesys PC-CIC-Core Exam Questions Instant Access

Question 1

Given no additional configuration settings, what statement is true regarding this workgroup?

AThis is a logical workgroup.

BCalls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.

CCalls that are routed to this workgroup will ring the agent who has been in an available status the longest.

DThis workgroup is not functional because no extension is assigned.

Answer : B

Question 2

What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

ACall control toolbar

BMy Status field

CDirectory control toolbar

DMenu bar

Answer : A

Question 3

You are performing an IC server implementation. You would like all users to be able to answer calls, place calls on hold and disconnect calls.

What object allows you to configure these settings in the most efficient manner?

ADefault Workgroup

BDefault Role

CDefault Station

DDefault User

Answer : D

Question 4

Your manager is concerned about the security of the IC system. He overheard several agents talking who said that they use their birthdate for their password and they use them over and over again. The company has a published policy for IC passwords explicitly stating this is unacceptable.

How can you ensure that all users are following a company policy for secure IC passwords?

ASend an email outlining the company policy, directing users to follow the policy.

BMake sure that there is a password policy for all network accounts that follows the company policy.

CUsing Interaction Administrator, configure the Default Policy to match the company policy for secure IC passwords.

DSelect the 'secure passwords' option from the Access Control menu.

Answer : B

Question 5

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?

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

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

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

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

Answer : A

Question 6

What statement is true regarding this user?

AIf this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.

BThe user cannot receive emails because his default workstation is not defined.

CThe user must enter his IC password to log on to the interaction Client because his default workstation is not defined.

DThe user will not be active until the default workstation is defined.

Answer : B

Question 7

You have been asked to create an operator queue. Helen is the company operator and should receive the calls when she is available. There are other people who should receive calls, to the operator, if Helen is on break or steps away from her desk. Roger is her back up, and calls need be routed to him next, but if he is not available then calls need to be routed to Larry.

What queue type is required to ensure that calls to the operator queue are routed as described?

ASequential

BRound-robin

CCustom

DACD

EGroup Ring

Answer : D

Genesys PureConnect: CIC Core Certification PC-CIC-Core Exam Questions