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Genesys PC-CIC-Core certification exam is designed to test the skills and knowledge of IT professionals who are responsible for implementing and maintaining the Genesys PureConnect platform. PC-CIC-Core exam covers a range of topics, from installation and configuration to troubleshooting and optimization, and is designed to ensure that certified professionals are able to provide high-quality support to their organizations.
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Genesys PureConnect: CIC Core Certification Sample Questions (Q16-Q21):
NEW QUESTION # 16
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. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
- B. Create text messages and send them to each agent so they can copy and paste them when needed.
- C. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
- D. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
Answer: C
NEW QUESTION # 17
What is a View in Interaction Center Business Manager?
- A. Views are only used to set alerts within Interaction Center Business Manager.
- B. Views provide a way to manipulate the configuration of agents and workgroups.
- C. Views contain the system and custom workspaces.
- D. Views are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.
Answer: D
NEW QUESTION # 18
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 Managed IP Phones Assistant in the Managed IP Phones container
- B. The Managed IP Phones Assistant in the Stations container
- C. The Station Assistant in the Stations container
- D. The Stations Assistant in the Managed IP Phones container
Answer: B
NEW QUESTION # 19
Under what circumstances is it useful to create a Client Button?
- A. When you have created a unique interface using an API and want to add a custom Pickup button to it.
- B. When you want to make a custom button for agents to quickly open their Interaction Client application when they arrive at work.
- 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 # 20
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) 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.
- B. 1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.
- C. 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).
- 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: A
NEW QUESTION # 21
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