[Oct 15, 2023] Free Genesys PC-CIC-Core Exam Questions and Answer
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Genesys PC-CIC-Core certification is a valuable credential for professionals seeking to enhance their skills and knowledge in customer experience management. PureConnect: CIC Core Certification certification demonstrates a high level of proficiency in using the PureConnect: CIC Core platform to manage contact center operations and deliver exceptional customer service.
NEW QUESTION # 26
You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.
Select three ways that the intern can access Interaction Administrator help. (Choose three.)
- A. Use the Help menu in the Interaction Administrator interface
- B. Use the link from Start>Programs>Interactive Intelligence
- C. Press F1 from any one of the property pages in Interaction Administrator.
- D. From the Interaction Client, select Help>interaction Administrator.
- E. Select the help manual on the product pages of the Interactive Intelligence website.
Answer: A,B,C
NEW QUESTION # 27
You are configuring an email schedule in Interaction Attendant. You want to send a reply when an email is received so that the sender knows that they should expect a response within 24 hours.
What operation would you use to provide this functionality?
- A. Email Transfer
- B. Build Reply
- C. Email Callback
- D. Set Routing Options
Answer: B
NEW QUESTION # 28
What security property page would you choose to configure access to interaction Client features, such as, record, listen, pick-up, and hold?
- A. Security Rights
- B. Access Control
- C. Administrator Access
- D. Master Administrator
Answer: A
NEW QUESTION # 29
You have been asked to create 42 non-managed stations and want to complete the task as efficiently as possible.
What Interaction Administrator tool is designed to help you add multiple unmanaged stations using a .CSV file?
- A. The Station Assistant in the Stations container
- B. The Stations Assistant in the Managed IP Phones container
- C. The Managed IP Phones Assistant in the Stations container
- D. The Managed IP Phones Assistant in the Managed IP Phones container
Answer: C
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 Templates will be combined to determine his Client configuration.
- B. The Default Client Configuration Template will be chosen since his User object was not specifically assigned a Client Configuration Template.
- C. The inherited Client Configuration Template with the most functionality will be used.
- D. The inherited Client Configuration Template that is ranked the highest in the Client Configuration object will be used.
Answer: D
NEW QUESTION # 31
Your company has just acquired another company and you are responsible for setting up and configuring the users and stations. There are 35 users and Polycom IP phones that require setup and configuration.
What Interaction Administrator tool is designed for quickly creating the managed IP stations?
- A. Use the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.
- B. Use the import wizard in the Stations container to import the phones from a .csv list.
- C. Manually create all of the phones in the Stations container.
- D. Manually create each phone in the Managed IP Phones container.
Answer: A
NEW QUESTION # 32
When inbound callers select the Billing department from the automated attendant menu and are placed in a queue until an agent becomes available, you want them to hear their position in queue and the estimated wait time.
What operation would you use to configure this functionality?
- A. Queue parameters
- B. Queue repeat
- C. Queue audio
- D. Queue menu
Answer: C
NEW QUESTION # 33
You are an IC administrator for a large international company based in Indianapolis, IN. Matt, a manager who lives and works in Minneapolis is having issues with his Interaction Client configuration. He says the company directory has disappeared.
What is the best way to help Matt get his Interaction Client configured correctly?
- A. Find out which workgroups Matt is a member of and verify the client configuration for those workgroups.
- B. Create a new Client Configuration template specifically for Matt and assign it to him.
- C. Select Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.
- D. Take a trip to Minneapolis and configure Matt's Interaction Client.
Answer: C
NEW QUESTION # 34
Your company has just hired Bruce Scott as a new system administrator. When you created Bruce's user object, you checked the Master Administrator checkbox.
What rights will Bruce receive as a result?
- A. All rights to settings on the Security Rights page.
- B. All rights to Access Control
- C. All rights to Interaction Administrator.
- D. All rights to the CIC system.
Answer: B
NEW QUESTION # 35
Why are user objects necessary in an Interaction Center system? (Choose three.)
- A. Interaction Center user objects can provide security settings.
- B. Interaction Center user objects provide access to network resources.
- C. Interaction Center user objects provide login security for the Interaction Client and remote access functions.
- D. Interaction Center user objects can be used to configure workgroup and role membership, and many other configuration settings.
- E. Interaction Center user objects can automatically expire after a set period of time for temporary employees
Answer: A,C,D
NEW QUESTION # 36
Match the Interaction Attendant call flow type with the correct definition.
Answer:
Explanation:
NEW QUESTION # 37
Your company has 12 Support interns starting work next Monday. Their network accounts, and mailboxes have been created and a distribution list called "Support Interns" has been created for this group.
What Interaction Administrator tool allows you to easily import users from a distribution list?
- A. The CIC Distribution List Assistant
- B. The User Worksheet
- C. The Messaging Import Assistant
- D. The Add Users Assistant
Answer: D
NEW QUESTION # 38
You just took a new position at your company. Your boss has asked your advice on the best way to update the firmware on 324 non-managed Polycom IP phones, noting that he thinks that this process should be more efficient in the future.
What is the correct response?
- A. Continue to update the phones manually. This is the most efficient process for completing this task.
- B. Migrate the stations to Managed IP Phones using the Managed IP Phones Assistant.
- C. There is no way to update the firmware on IP phones.
- D. Use the Stations Assistant to update the firmware on the phones.
Answer: D
NEW QUESTION # 39
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. Ignore the request.
- B. You must call or walk over to the agent to provide assistance.
- C. Response to the request to chat with the agent.
- D. Forward the request to another supervisor or agent.
Answer: A,C
NEW QUESTION # 40
You need to import a list of phones into the Managed IP Phones container.
What two prerequisites are required in order to be able to successfully use the import option in the Managed IP Phone Assistant? (Choose two.)
- A. Create a managed IP phone template for the correct phone model.
- B. Create a spreadsheet with a list of the phones with a field for SIP phone name, template, extension and address information and specify the correct template name.
- C. Use an existing .CSV file that you have available.
- D. Create a .CSV file in the correct format with a field for SIP phone name, template, extension and address information and specify the correct template name.
Answer: A,D
NEW QUESTION # 41
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)
- A. Sites
- B. Interaction Processor
- C. Server
- D. System
- E. People
Answer: C,D,E
NEW QUESTION # 42
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 Administrator
- C. Interaction Attendant
- D. Interaction Reporter
Answer: A
NEW QUESTION # 43
You have a new agent starting work on Monday and have decided to use the Active Assignment method to configure the IP phone.
What is the description of the Active Assignment method?
- A. 1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.
- B. 1) Transport multiple phones to a site and distribute 2) Another administrator (co-worker, partner, or subcontractor) visits each phone and does stations assignment using admin credentials (possibly credentials created for temporary use).
- C. 1) Select a phone from inventory. 2) Assign the MAC address of the phone to a Managed IP Phone configuration item. The MAC address is entered either by scanning the box or manually typing it in. 3) Transport the specific phone to the correct user.
- D. 1) Transport a phone to a specific user. 2) The user uses the Provision Menu to assign the phone to the managed IP phone configuration item using user-based provisioning.
Answer: C
NEW QUESTION # 44
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 Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.
- B. 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.
- 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" workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.
Answer: A
NEW QUESTION # 45
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. Randomly generate initial passwords for new users
- B. Force new users to change their password the first time they log in
- C. Disconnect the remote access cable.
- D. Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.
- E. Require that passwords be at least 4 digits long.
Answer: A,B,D
NEW QUESTION # 46
What port should be configured for managed IP phone registration when using DHCP option 160?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION # 47
You have been asked to create an operator queue. Helen is the company operator and should receive the calls when she is available. There are other people who should receive calls, to the operator, if Helen is on break or steps away from her desk. Roger is her back up, and calls need be routed to him next, but if he is not available then calls need to be routed to Larry.
What queue type is required to ensure that calls to the operator queue are routed as described?
- A. ACD
- B. Custom
- C. Group Ring
- D. Round-robin
- E. Sequential
Answer: A
NEW QUESTION # 48
Under what circumstances is it useful to create a Client Button?
- A. When you want to make a custom button for agents to quickly open their Interaction Client application when they arrive at work.
- B. When you have created a unique interface using an API and want to add a custom Pickup button to it.
- C. To make a custom button available from the Interaction Client/Desktop to make it easy for call center agents to access an application when they are on a customer call.
- D. You want your customers to be able to phone you by pressing a custom button on a web page.
Answer: C
NEW QUESTION # 49
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?
- A. Menu bar
- B. Directory control toolbar
- C. My Status field
- D. Call control toolbar
Answer: D
NEW QUESTION # 50
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Genesys PC-CIC-Core (PureConnect: CIC Core Certification) Exam is a comprehensive certification exam designed for individuals seeking to validate their expertise in the Genesys PureConnect Contact Center solution. PC-CIC-Core exam covers a wide range of topics related to the operation and administration of the PureConnect platform, including systems architecture, installation and configuration, system administration, and troubleshooting.
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