Genesys PC-CIC-Core Exam Practice Test Instant Access

Question 1

Your company has just acquired another company and you are responsible for setting up and configuring the users and stations. There are 35 users and Polycom IP phones that require setup and configuration.

What Interaction Administrator tool is designed for quickly creating the managed IP stations?

AManually create each phone in the Managed IP Phones container.

BUse the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.

CManually create all of the phones in the Stations container.

DUse the import wizard in the Stations container to import the phones from a .csv list.

Answer : B

Question 2

Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

ASites

BServer

CInteraction Processor

DPeople

ESystem

Answer : B, D, E

Question 3

You are an IC administrator for a large international company based in Indianapolis, IN. Matt, a manager who lives and works in Minneapolis is having issues with his Interaction Client configuration. He says the company directory has disappeared.

What is the best way to help Matt get his Interaction Client configured correctly?

ATake a trip to Minneapolis and configure Matt's Interaction Client.

BSelect Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.

CCreate a new Client Configuration template specifically for Matt and assign it to him.

DFind out which workgroups Matt is a member of and verify the client configuration for those workgroups.

Answer : B

Question 4

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 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

You need to create IP Managed Phone objects for 300 Polycom phones that are the same model. They all need the same basic default settings in Interaction Administrator.

What component, in Interaction Administrator, is designed to help you to configure these phone object settings easily, and efficiently when you are importing them into the system?

AThe User Phone Assistant

BStation templates

CManaged IP Phone templates

DThe Station's Assistant

Answer : C

Question 7

As the IC administrator for your company, you have created templates for contact center agents, operators, and business users. You have assigned the client configuration templates in the appropriate places. The contact center supervisors belong to multiple roles and have multiple client configuration templates assigned to them based on those roles.

How will the client configuration templates be assigned?

AThe client configuration settings from all inherited client configuration templates will be merged to determine what the supervisors' interaction Clients look like.

BThe client configuration template that is used for the supervisors will be determined by the position of the templates in the client configuration properties.

CThe system will use the default client configuration for the supervisors.

DThe supervisors will not be assigned any client configuration template if they invent more than one.

Answer : B

Genesys PureConnect: CIC Core Certification PC-CIC-Core Exam Practice Test