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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

A) Associate agents directly with the queue.
B) Assign skill criteria to the agent teams that are grouped into call distribution groups.
C) Assign skill profile directly to agents.
D) Associate skill criteria to the queues.
E) Assign call distribution groups to queues.

2. An engineer is configuring a new local gateway SIP trunk for their Webex Contact Center PSTN services. The SIP trunk requires that registration be refreshed every 2 minutes. Which command meets this requirement?

A) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 240 refresh-ratio 50 tcp tls
B) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 300 refresh-ratio 50 tcp tls
C) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 120 refresh-ratio 50 tcp tls
D) registrar dns:12345678.us10.bcld.webex.com scheme sips expires 240 refresh-time 120 tcp tls

3. As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow. Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)

A) If the caller provides explicit consent as Yes, but their call is handled by an agent whose specific recording schedule is set to No, the call is not recorded.
B) If the caller reaches the queue but explicitly declines consent, the call is still recorded because the recording configuration for the whole tenant is set to Yes.
C) If the Recording Control activity is temporarily removed from the flow, any call routed to the queue and presented to an agent is recorded, which overrides the tenant-level No setting if the specific queue-level setting is set to Yes.
D) If the caller provides explicit consent as Yes in the flow, then the call is recorded, even when the recording configuration is set to 'No' at the tenant, queue, or recording schedule level.
E) If the user doesn't provide any consent or response to the activity, then the call is not recorded, regardless of the recording configuration set at the tenant, queue, or recording schedule level.

4. An administrator needs to authenticate users to Webex services using the company's existing identity provider. Which technology enables this integration?

A) SAML single sign-on
B) SNMPv3
C) TFTP authentication
D) CAPF enrollment

5. A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?

A) Uniform broadcast routing
B) Round robin routing
C) Skills-based routing
D) Longest available agent

Solutions: