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Genesys PureConnect: CIC Core Certification Sample Questions (Q28-Q33):
NEW QUESTION # 28
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. Create text messages and send them to each agent so they can copy and paste them when needed.
- B. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
- C. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
- D. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
Answer: B
NEW QUESTION # 29
The manager of the Marketing department wants a tab available, in the CIC client applications, that displays all of the members of the Marketing department. However, she does not need any kind of call routing for the department.
How do you configure this?
- A. Create a Role for the Marketing department and assign the appropriate extension to that role. Add all members of the Marketing department to the Marketing role.
- B. Create a "Marketing" workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.
- C. Create a Workgroup called "Marketing". Add all members of the Marketing department to the Marketing workgroup. Assign the appropriate extension to that workgroup and ensure that it is assigned an ACD queue type.
- D. Create a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.
Answer: D
NEW QUESTION # 30
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?
- A. The inherited Client Configuration Template with the most functionality will be used.
- B. The inherited Client Configuration Template that is ranked the highest in the Client Configuration object will be used.
- C. The Default Client Configuration Template will be chosen since his User object was not specifically assigned a Client Configuration Template.
- D. The inherited Client Configuration Templates will be combined to determine his Client configuration.
Answer: B
NEW QUESTION # 31 
There are no other schedules in place. A call comes in to the system at 5:45 PM on Thursday, June 30.
What schedule will be selected to process this call?
- A. After Hours schedule
- B. Work Week schedule
- C. Month End schedule
- D. New Year's Day schedule
- E. Default Schedule
Answer: E
NEW QUESTION # 32
Where must you create new stations for them to be eligible for auto-provisioning?
- A. Stations container
- B. IN\N TFTP Server
- C. IN\N IP phone configuration utility
- D. Managed IP Phones container
Answer: D
NEW QUESTION # 33
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