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PC-CIC-Core Practice Exam Questions with Answers PureConnect: CIC Core Certification

Question # 6

You have configured your default profile and default schedule to have the functionality that you wish callers to have when they dial in during regular business hours. Now you want to assign your business hours to the default schedule so that it will only be used from 8 AM to 8 PM.

How would you assign the business hours to the default schedule?

A.

You can't assign a time to the default schedule. You must create a custom schedule and assign the time to that.

B.

Select the Daily schedule tab and configure the hours there.

C.

Select the Weekday schedule tab and configure the hours there.

D.

Create the schedule in Interaction Administrator and use the System schedule page to use the schedule.

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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?

A.

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

B.

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

C.

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

D.

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

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Question # 8

You have been designated as a workgroup supervisor for international Travel Services workgroup. You have just received an assistance request from one of your agents who is having difficulty with a caller.

What two options are available to disposition the request? (Choose two.)

A.

Response to the request to chat with the agent.

B.

Ignore the request.

C.

You must call or walk over to the agent to provide assistance.

D.

Forward the request to another supervisor or agent.

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Question # 9

What is a View in Interaction Center Business Manager?

A.

Views are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.

B.

Views provide a way to manipulate the configuration of agents and workgroups.

C.

Views contain the system and custom workspaces.

D.

Views are only used to set alerts within Interaction Center Business Manager.

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Question # 10

PC-CIC-Core question answer

Given no additional configuration settings, what statement is true regarding this workgroup?

A.

This is a logical workgroup.

B.

Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.

C.

Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.

D.

This workgroup is not functional because no extension is assigned.

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Question # 11

You have a group of remote agents who all require the same set of user permissions within IC.

In the image below, what is the recommended container for configuring user rights for the remote agents.

PC-CIC-Core question answer

A.

Users

B.

Schedules

C.

Lines

D.

Groups

E.

User

F.

Roles

G.

Default User

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Question # 12

You are configuring an email schedule in Interaction Attendant.

How do you configure the system so that Interaction Attendant is monitoring the correct mailboxes?

A.

Configure the monitored mailboxes in Interaction Administrator and select them in the E-mail Profile in Interaction Attendant.

B.

Enter the mailbox addresses in the Mailboxes to Monitor text box in the E-mail Profile in Interaction Attendant.

C.

Select the mailbox from the drop-down that lists all the system mailboxes in Interaction Attendant.

D.

Select the mailbox in the Default Schedule for the selected E-mail Profile.

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Question # 13

What queue type requires handler customization to configure and finalize ACD processing?

A.

Custom

B.

Logical Workgroup

C.

Group Ring

D.

Functional Workgroup

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Question # 14

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.

Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.

B.

Create text messages and send them to each agent so they can copy and paste them when needed.

C.

Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.

D.

Have each agent copy and paste their initial chat message into a text file so they can access it again later.

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Question # 15

You have created a wrap-up code called "Information" that agents will assign to the appropriate calls. The next step is to assign the wrap up code to the appropriate people so that they can access the wrap-up code from the CIC Client or interaction/Desktop Connect.

In what container are wrap-up codes assigned?

A.

User

B.

Workgroups

C.

Wrap-up Codes

D.

Skills

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Question # 16

Match the Interaction Attendant element with the best description.

PC-CIC-Core question answer

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Question # 17

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?

A.

The User Phone Assistant

B.

Station templates

C.

Managed IP Phone templates

D.

The Station's Assistant

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Question # 18

You are configuring the Default User for your company and want to assign Emergency and Local phone number classifications for everyone.

Where would you make this assignment?

A.

Under Access Control on the Security tab for the Default User.

B.

Under Security Rights on the Security tab for the Default User.

C.

Under Administrator Access on the Security tab for the Default User.

D.

Under Manage Classifications in the Phone Number configuration.

E.

Under Dial Plan in the Phone Number configuration.

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