Question 1

Which activities can agents pick and pull?

Options :

A :

Agents can pick chats from other agents that belong to the same set of skill groups.

B : Agents can pick chat from other agents that belong to the different skill groups.

C : Agents can pick emails from other agents that belong to the same set of skill groups.

D : Agents can pick emails from other agents that belong to the different skill groups.

Answer: D

Question 2

Which mode must be used for Always On Availability Group clustering?

Options :

A : Mixed mode

B : Directory Connection

C : Windows Authentication

D : SQL Authentication

Answer: C

Question 3

Which four tools should be taken into consideration for Troubleshooting ECE issues? (Choose four.)

Options :

A : Cisco Email and Chat Analyzer

B : Activity Audit

C : ECE LiteAgent

D : Service Process Monitor

E : Service Instance Monitor

F : Service Activity Monitor

G : Router Email and Chat Viewer

H : ECE Agent toolkit Monitor

Answer: A,B,C

Question 4

Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)

Options :

A : customer voice portal

B : social miner

C : ICM router, logger, admin workstation

D : call manager

E : CTI server

Answer: A,C

Question 5

Which process scans content and applies regular expressions to mask the sensitive information?

Options :

A : Data leak prevention

B : Data masking

C : Data filtering

D : Data scanning

Answer: B

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