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Genesys PC-CIC-Core (PureConnect: CIC Core Certification) Certification Exam is an industry-recognized certification that validates the skills and knowledge of professionals working with the Genesys PureConnect platform. PureConnect: CIC Core Certification certification is designed for individuals who have experience working with the PureConnect platform and want to demonstrate their expertise in the core concepts of the platform. PC-CIC-Core exam covers a wide range of topics including call routing, reporting, administration, and troubleshooting.
NEW QUESTION # 37
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)
- A. ANI
- B. Date
- C. Priority
- D. Line
- E. Time
- F. DNIS
Answer: A,D,F
NEW QUESTION # 38
Why are user objects necessary in an Interaction Center system? (Choose three.)
- A. Interaction Center user objects can automatically expire after a set period of time for temporary employees
- B. Interaction Center user objects can be used to configure workgroup and role membership, and many other configuration settings.
- C. Interaction Center user objects provide access to network resources.
- D. Interaction Center user objects provide login security for the Interaction Client and remote access functions.
- E. Interaction Center user objects can provide security settings.
Answer: B,D,E
NEW QUESTION # 39
The Sales Manager and Accounts Manager roles must allow all members to dial internationally.
How would you configure the IC system to allow international dialing for users in these two roles?
- A. All Interaction Center users can dial all phone classifications by default, so they already have this privilege.
- B. From each Roles' property dialog box, select Security, Access Control and then Phone number Classifications, then select International.
- C. Determine the list of users for each role and then grant them international dialing privileges by opening each user account and selecting International from the Phone Classifications on the Admin Access dialog box.
- D. From the Interaction Client, each user should right-click on the "Make Call" button and select international from the list of phone classifications.
Answer: B
NEW QUESTION # 40
You are coaching a new IC System Administrator regarding the IC functions and ways to ensure that the system is performing optimally. The new administrator asks if the system has a way to automatically notify someone if any system metrics dip below a certain threshold, reach a certain threshold, or rise above a certain threshold.
What CIC utility can be configured to send these automatic notifications?
- A. IC Business Manager
- B. Event Viewer
- C. Interaction Administrator
- D. System Manager
Answer: A
NEW QUESTION # 41
What queue type requires handler customization to configure and finalize ACD processing?
- A. Custom
- B. Functional Workgroup
- C. Logical Workgroup
- D. Group Ring
Answer: A
NEW QUESTION # 42
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 User Worksheet
- B. The Messaging Import Assistant
- C. The Add Users Assistant
- D. The CIC Distribution List Assistant
Answer: C
NEW QUESTION # 43
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. You must call or walk over to the agent to provide assistance.
- C. Forward the request to another supervisor or agent.
- D. Ignore the request.
Answer: A,D
NEW QUESTION # 44
What security property page would you choose to configure access to interaction Client features, such as, record, listen, pick-up, and hold?
- A. Access Control
- B. Master Administrator
- C. Security Rights
- D. Administrator Access
Answer: C
NEW QUESTION # 45
Match the Interaction Attendant element with the best description.
Answer:
Explanation:
NEW QUESTION # 46
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 Access Control. Then grant the role access to only the three requested workgroups.
- C. 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].
- D. Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator.
Answer: A
NEW QUESTION # 47 
Given no additional configuration settings, what statement is true regarding this workgroup?
- A. This is a logical workgroup.
- B. This workgroup is not functional because no extension is assigned.
- C. Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.
- D. Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.
Answer: C
NEW QUESTION # 48
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 system will use the default client configuration for the supervisors.
- 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 client configuration settings from all inherited client configuration templates will be merged to determine what the supervisors' interaction Clients look like.
- D. The supervisors will not be assigned any client configuration template if they invent more than one.
Answer: B
NEW QUESTION # 49
When inbound callers select the Accounting workgroup from the automated attendant menu, you want to play an audio file with a list of choices available to them, such as, Request a Callback and Leave a Voicemail.
What queue operation would you use to configure this functionality?
- A. Queue menu
- B. Queue audio
- C. Queue repeat
- D. Queue transfer
Answer: A
NEW QUESTION # 50
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?
- A. Menu bar
- B. My Status field
- C. Directory control toolbar
- D. Call control toolbar
Answer: D
NEW QUESTION # 51
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)
- A. People
- B. System
- C. Interaction Processor
- D. Server
- E. Sites
Answer: A,B,D
NEW QUESTION # 52
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