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Genesys PureConnect: CIC Core Certification Sample Questions (Q17-Q22):

NEW QUESTION # 17
What application can you use to build custom workspaces to monitor various aspects of the CIC system and the contact center activity? This application works with other add-on applications, such as Interaction Recorder and Interaction Optimizer.

• A. Interaction Attendant
• B. Interaction Center Business Manager
• C. Interaction Administrator
• D. Interaction Reporter

Answer: B
NEW QUESTION # 18
What must an Administrator configure in order to allow a user to take advantage of CIC Unified Messaging features?

• A. Run an instance of the messaging Client on the IC server under that user's profile
• B. Assign the user account a mailbox
• C. Give the user Send As permissions on the Exchange server
• D. Assign the user account a default workstation

Answer: C
NEW QUESTION # 19
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?

• A. Default Role
• B. Default User
• C. Default Workgroup
• D. Default Station

Answer: B
NEW QUESTION # 20
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)

• A. Date
• B. Priority
• C. ANI
• D. Line
• E. Time
• F. DNIS

Answer: C,D,F
NEW QUESTION # 21
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. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
• B. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
• C. Create text messages and send them to each agent so they can copy and paste them when needed.
• D. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.

Answer: D
NEW QUESTION # 22
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