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  • Questions: 60 Q&A's With Detailed Explanation
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  • Exam Name: PureConnect: CIC Core Certification
  • Last Update: 14-Sep-2024
  • Questions and Answers: 60
  • Single Choice: 51 Q&A's
  • Multiple Choice: 7 Q&A's
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PC-CIC-Core Questions and Answers

Question # 1

The call center supervisor for your company must have access to the three workgroups that she manages in order to make changes to workgroup membership as necessary and to manage the workgroup settings. You want to ensure she can view only those workgroups in interaction Administrator and nothing else.

How would you configure the supervisor's account to provide access only to the three workgroups?

A.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant the role access to only the three requested workgroups.

B.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant her access to *[all].

C.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator.

D.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Access Control. Then grant the role access to only the three requested workgroups.

Question # 2

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 Center Business Manager

B.

Interaction Reporter

C.

Interaction Attendant

D.

Interaction Administrator

Question # 3

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

Question # 4

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.

Question # 5

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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