(2023) 500-445 Exam Dumps, Practice Test Questions BUNDLE PACK
CCECE Certification 500-445 Sample Questions Reliable
Cisco 500-445 exam is a rigorous certification exam that requires candidates to have a solid understanding of Cisco Contact Center Enterprise Chat and Email. 500-445 exam is designed for professionals who are responsible for implementing and managing the solution in an enterprise environment. 500-445 exam is intended for individuals who have experience working with Cisco technologies, and who have a deep understanding of networking, routing, and switching.
Successfully passing the Cisco 500-445 exam demonstrates that a candidate has the knowledge and skills required to implement and manage chat and email solutions in contact center environments. Implementing Cisco Contact Center Enterprise Chat and Email certification is valuable for individuals who work in contact center environments and want to enhance their knowledge and skills in this area. It is also beneficial for organizations that want to ensure that their contact centers are staffed with knowledgeable and skilled professionals who can deliver high-quality customer service.
Cisco 500-445 certification exam is designed for professionals who wish to implement and manage Cisco Contact Center Enterprise Chat and Email solutions. Implementing Cisco Contact Center Enterprise Chat and Email certification is ideal for individuals who want to enhance their skills in delivering high-quality customer service through chat and email channels. 500-445 exam tests the candidate's knowledge and skills in implementing, configuring, and troubleshooting Cisco Contact Center Enterprise Chat and Email solutions.
NEW QUESTION # 16
What are three steps in a chat process flow? (Choose three.)
- A. The customer initiates a chat and hits Chat Entry Point (EP).
- B. The application server displays the chat to the agent with a notification.
- C. The application server checks Chat EP configuration.
- D. EAAS Instances sends NEW_TASK message to MR PIM.
- E. The agent selects chat in the gadget.
- F. EAAS notifies EAMS of DO_THIS_WITH_TASK.
Answer: A,B,E
Explanation:
These are three steps in a chat process flow. A: The agent selects chat in the gadget to initiate a chat session. C: Once the chat session is established, the application server will display the chat to the agent and send a notification to the agent that a new chat has arrived. D: The customer initiates the chat by clicking on the chat button or link and hitting the Chat Entry Point (EP) on the website.
NEW QUESTION # 17
Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?
- A. Time of day
- B. Administrative script
- C. Business calendars
- D. Business hours
Answer: C
Explanation:
Business calendars in ECE allow administrators to set up working and non-working hours and days for employees in their department. The business calendar can be used to define holidays, working hours, operating hours, vacation times, and other important time-related information. This allows administrators to ensure that the department is properly staffed at all times and that employees are not working outside of their scheduled hours.
NEW QUESTION # 18
Which product allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed?
- A. Dynamic Expected Wait Time Variable
- B. Dynamic Expanded Call Context Variable
- C. Call variable on email/chat gadget
- D. Dynamic Run Application Script Request
Answer: C
NEW QUESTION # 19
Which activities can agents pick and pull?
- A. Agents can pick chats from other agents that belong to the same set of skill groups.
- B. Agents can pick emails from other agents that belong to the same set of skill groups.
- C. Agents can pick chat from other agents that belong to the different skill groups.
- D. Agents can pick emails from other agents that belong to the different skill groups.
Answer: A
Explanation:
Agents can pick chats from other agents that belong to the same set of skill groups. This is known as "chat takeover" or "chat transfer" and allows agents with the same skill set to assist customers who have been waiting in a queue or are currently engaged in a chat with another agent. Reference: https://www.genesys.com/resources/cx-overview/customer-service/chat-transfer
NEW QUESTION # 20
What must be registered to receive chat messages while registering the application for chat API integration?
- A. Webhooks callback URL
- B. Conversation ID
- C. Bearer token
- D. Integrator
Answer: A
NEW QUESTION # 21
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)
- A. Understand the customer's intent for the flow of emails and chats.
- B. Restart the ECE servers.
- C. Know the ECE version and Engineer Specials installed.
- D. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.
- E. Upgrade to the latest Engineer Special.
- F. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.
- G. Collect all ECE services logs.
Answer: B,C,D,G
NEW QUESTION # 22
What are two required configurations when setting up user accounts and permissions? (Choose two.)
- A. All the servers except the ECE web server must use the domain account to install the software.
- B. All the servers must use the same domain account to install the software.
- C. The ECE web server can be installed in DMZ and must use the same domain account.
- D. Domain account is not mandatory to install the software. The local account with administrator privilege can be used.
- E. The ECE web server can be installed in DMZ and can have a different domain account.
Answer: B,E
Explanation:
When setting up user accounts and permissions, it is necessary to configure all the servers to use the same domain account in order to install the software. Additionally, the ECE web server can be installed in a DMZ and can have a different domain account from the rest of the servers.
Reference:
When setting up user accounts and permissions, it is important to ensure that all servers are using the same domain account to install the software. This will ensure that all servers have the same level of access and permissions, and that the installation process goes smoothly. Additionally, if the ECE web server is installed in DMZ, it can have a different domain account, which would be more secure.
You can find more information on user accounts and permissions, including best practices for setting them up, in the Avaya Aura Experience Portal Administrator Guide and Avaya Aura Contact Center Administrator Guide.
NEW QUESTION # 23
Which process scans content and applies regular expressions to mask the sensitive information?
- A. Data masking
- B. Data leak prevention
- C. Data scanning
- D. Data filtering
Answer: A
NEW QUESTION # 24
How is Chat Watchdog Interval used?
- A. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it
- B. to control the time interval after which a chat activity is tagged as abandoned if it could not be assigned to an agent
- C. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from UCCE
- D. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE
Answer: B
NEW QUESTION # 25
How long before incoming activities coming to aliases, for which there are no workflows configured, are moved to the exception queue?
- A. 120 minutes
- B. 24 hours
- C. 240 minutes
- D. 60 minutes
Answer: A
NEW QUESTION # 26
What are three report categories and templates included for ECE reporting? (Choose three.)
- A. Agent performance
- B. Service Level Agreement
- C. Supervisor Status
- D. Service Level Performance
- E. Contact Center CCAI
- F. Email Survey
- G. Contact Center Trend
Answer: C,E,F
NEW QUESTION # 27
Which two types of data does a file server store? (Choose two.)
- A. report templates
- B. system files
- C. error log files
- D. application log files
- E. application files
Answer: B,E
NEW QUESTION # 28
In which two ways are chats transferred? (Choose two.)
- A. Only one chat activity can be transferred at a time.
- B. Agents have unlimited transfers of chat activity.
- C. Only open chat activities in which the customer has not left the chat session can be transferred.
- D. Chats can be transferred to departments directly.
- E. Agents can transfer the chat activities based on the Maximum Task limit setting.
Answer: C,D
Explanation:
In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A. Only open chat activities in which the customer has not left the chat session can be transferred: If the customer has left the chat session before the transfer, it cannot be transferred.
1. Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.
It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.
NEW QUESTION # 29
How do chat entry points behave?
- A. Each help link on a website can point to the same entry point.
- B. Each help link on a website can point to multiple entry points.
- C. Each help link on a website must point to a separate entry point.
- D. Multiple help links on a website can point to the same entry point.
Answer: A
NEW QUESTION # 30
Which mode must be used for Always On Availability Group clustering?
- A. SQL Authentication
- B. Mixed mode
- C. Directory Connection
- D. Windows Authentication
Answer: D
NEW QUESTION # 31
What must be registered to receive chat messages while registering the application for chat API integration?
- A. Webhooks callback URL
- B. Conversation ID
- C. Bearer token
- D. Integrator
Answer: A
Explanation:
To receive chat messages while registering the application for chat API integration, you must register the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the chat API and can be used to trigger an action or response when a chat message is received. The other options are not required for chat API integration.
NEW QUESTION # 32
What is the minimum required network bandwidth for an agent connecting to the ECE servers at login?
- A. 384 kilobits/second or higher
- B. 184 kilobits/second or higher
- C. 424 kilobits/second or higher
- D. 284 kilobits/second or higher
Answer: A
Explanation:
The minimum required network bandwidth for an agent connecting to the ECE servers at login is 384 kilobits/second or higher. The other options are not correct.
NEW QUESTION # 33
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