Try Free Genesys PC-CIC-Core Updated Questions & Answers

Question 1

Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

ASites

BServer

CInteraction Processor

DPeople

ESystem

Correct answer: B, D, E

Question 2

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.)

AResponse to the request to chat with the agent.

BIgnore the request.

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

DForward the request to another supervisor or agent.

Correct answer: A, B

Question 3

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?

ACreate a 'Marketing' workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.

BCreate 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.

CCreate 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.

DCreate a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.

Correct answer: D

Question 4

You are configuring an email schedule in Interaction Attendant.

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

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

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

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

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

Correct answer: A

Question 5

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?

ATake a trip to Minneapolis and configure Matt's Interaction Client.

BSelect Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.

CCreate a new Client Configuration template specifically for Matt and assign it to him.

DFind out which workgroups Matt is a member of and verify the client configuration for those workgroups.

Correct answer: B

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