最新的ACSS認證 7491X考試題庫

問題1

A call center has four agents:
Agent 1 has experience with Sales and French.
Agent 2 has experience with Sales and English.
Agent 3 has experience with Support and English.
Agent 4 has experience with Sales and is bilingual in English and French The first call comes in requiring sales assistance in English and a second call comes looking for Sales in French.
Which agent is still available for calls when the call center is using Best Service Routing and the next call requires French?

A. Agent 1

B. Agent 3

C. Agent 4

D. Agent 2

正確答案: C

問題2

What is the process for routing calls to one or more networked locations that appear as a single center called?

A. Best Service Routing

B. Virtual Site Routing

C. Multiple Routing

D. Interflow Routing

正確答案: A

問題3

A customer has a problem with the Call Center Elite Multichannel Media Store. They cannot connect to a database and access the media store.
What would be helpful to narrow the fault domain?

A. The customer should ensure that the core services are running and that the software is installed

B. The customer should ensure that the database software is installed

C. The customer should ensure that the software is installed

D. The customer should ensure that the services are running

正確答案: A

問題4

Installing WebLM requires that steps should be performed in a particular order.
Which order should you use to install and configure WebLM on your Call Center Elite Multichannel Server?

A. Install WebLM, install Tomcat, set JAVA_HOME and PATH environment variables

B. Install Java, set JAVA_HOME environment variable, install Tomcat, and set the PATH environment variable

C. It does not matter what order you install the applications in, as long as WebLM is at the end

D. Install Tomcat, install Java, install WebLM, and then configure the PATH, JAVA_HOME environment variables

正確答案: A

問題5

A customer wants to routinely monitor their vectors for unexpected results.
How should they monitor their results?

A. Use the list history command in the Communication Manager

B. Use the display events command in the Communication Manager

C. Use the System Maintenance > Reports >Error Log report in the Call Management System

D. Use the Exceptions > Reports > Vector Exceptions in the Call Management System

正確答案: B

問題6

A customer uses multi-site Best Service Routing (BSR) and IP trunks to handle callers in the most efficient manner. To conserve bandwidth, they would like announcements to be sourced at the local switch, regardless of which site is deemed "best".
Which licensed feature must be activated to accomplish this?

A. BSR Usage Allocation Enhancements

B. ISDN/SIP Network Call Redirection

C. BSR Local Treatment for IP and ISDN

D. VDN Return Destination

正確答案: C

問題7

You can reduce time-to-resolution for complex multi-product issues through a repeatable and systematic approach.
Which stage is NOT a good stage to use when developing a resolution plan?

A. Remediation

B. Reproducing the Error

C. Problem Analysis

D. Prevention

E. Hypothesis Testing

正確答案: A

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