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Genesys PureConnect: CIC Core Certification Sample Questions (Q40-Q45):

NEW QUESTION # 40
Match the Interaction Attendant call flow type with the correct definition.
Answer: ** Explanation:


NEW QUESTION # 41**
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. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
• B. Create text messages and send them to each agent so they can copy and paste them when needed.
• C. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
• D. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.

Answer: C
NEW QUESTION # 42
What security property page would you choose to configure custom Client Button display, permit specific phone number Classifications, and select Queue Views accessible through Interaction Supervisor?

• A. Administrator Access
• B. Master Administrator
• C. Access Control
• D. Security Rights

Answer: C
NEW QUESTION # 43
The Sales Manager and Accounts Manager roles must allow all members to dial internationally.
How would you configure the IC system to allow international dialing for users in these two roles?

• A. From the Interaction Client, each user should right-click on the "Make Call" button and select international from the list of phone classifications.
• B. From each Roles' property dialog box, select Security, Access Control and then Phone number Classifications, then select International.
• C. All Interaction Center users can dial all phone classifications by default, so they already have this privilege.
• D. Determine the list of users for each role and then grant them international dialing privileges by opening each user account and selecting International from the Phone Classifications on the Admin Access dialog box.

Answer: B
NEW QUESTION # 44
When new users are added to your IC system, they receive an initial password of 1234. Since this isn't their network login, you don't require that they change their password when they first log in. Recently, a disgruntled former employee, John Doe, was caught making long distance calls through the IC system. You checked to ensure that John's user account was deleted. Upon further investigation, you find that John accessed the system using a current user's extension and password that had not been changed from 1234.
What three things can you do to prevent this from happening in the future? (Choose three.)

• A. Disconnect the remote access cable.
• B. Force new users to change their password the first time they log in
• C. Require that passwords be at least 4 digits long.
• D. Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.
• E. Randomly generate initial passwords for new users

Answer: B,D,E
NEW QUESTION # 45
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