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Huawei H21-287_V1.0 Exam Syllabus Topics:

Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:

1. Which AICC reporting feature would be used to analyze the root cause of a sudden spike in abandoned calls?

A) Call Detail Record (CDR) analysis with filters for queue, time, and disposition.
B) System Health Dashboard.
C) Real-Time Wallboard.
D) Historical Agent Performance Report.

2. What is the primary technical consideration when planning to support "WebRTC" endpoints (like web browsers) as clients for the AICC system?

A) It requires a special version of the UAP.
B) All agents must use WebRTC-based phones.
C) WebRTC cannot be integrated with AICC.
D) The AICC infrastructure must include a WebRTC gateway or SBC that can translate between WebRTC and SIP.

3. In AICC, what is the "customer journey"?

A) The complete sequence of touchpoints a customer has with the contact center across all channels over time.
B) The training process for new agents.
C) The route taken by a call through the network.
D) The path a customer takes through the IVR menu during a single call.

4. What is the ultimate goal of a well-designed AICC solution from a business perspective?

A) To eliminate the need for a CRM system.
B) To enhance customer experience, improve operational efficiency, and drive business growth.
C) To have the most advanced technology.
D) To reduce the number of agents employed.

5. For a outbound collections campaign, which dialing mode provides the best balance between compliance (avoiding harassing calls) and agent efficiency by presenting the customer information before the call is placed?

A) Predictive Dialing
B) Preview Dialing
C) Power Dialing
D) Progressive Dialing

Solutions: