Genesys PC-CIC-Core Exam Questions Instant Access

Question 1

If an administrator has configured ACD utilization for 'Chats' with the following criteria, what will the resulting behavior be?

AAn agent could receive up to 3 chats at once.

BThe system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.

CAn agent could receive up to 2 chats at once.

DThis is a misconfiguration of ACD calculations, and would result in no chats being distributed.

Answer : C

Question 2

You have been asked to create 42 non-managed stations and want to complete the task as efficiently as possible.

What Interaction Administrator tool is designed to help you add multiple unmanaged stations using a .CSV file?

AThe Station Assistant in the Stations container

BThe Managed IP Phones Assistant in the Managed IP Phones container

CThe Stations Assistant in the Managed IP Phones container

DThe Managed IP Phones Assistant in the Stations container

Answer : D

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 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 5

Danny is a member of several Roles that each have a Client Configuration Template assigned. His user object has no Client Configuration Template assigned.

When Danny opens his Interaction Client, what determines his Client configuration?

AThe inherited Client Configuration Template that is ranked the highest in the Client Configuration object will be used.

BThe Default Client Configuration Template will be chosen since his User object was not specifically assigned a Client Configuration Template.

CThe inherited Client Configuration Templates will be combined to determine his Client configuration.

DThe inherited Client Configuration Template with the most functionality will be used.

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

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

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