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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)

A) Assign skills in flow
B) Assign skills to the queue
C) Allocated to Channels
D) Assigned to Capacity-based Teams
E) Allotted on Desktop Profile

2. A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?

A) Navigation
B) Headless
C) Persistent
D) Panel

3. A Webex Contact Center engineer is configuring a new chat digital channel for their organization.
Chat digital channel interactions will be handled by Webex Contact Center agents. Which two actions must be taken as part of the configuration? (Choose two.)

A) Assign a phone number to a channel.
B) Create a channel with Social Channel as a channel type.
C) Create a channel with Chat as a channel type.
D) Create a channel with Email as a channel type.
E) Assign an asset to a channel.

4. The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?

A) Blended
B) Exclusive
C) Blended Real Time
D) Voice Only

5. An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment. Which two configurations are needed to ensure that calls are routed to agents?
(Choose two.)

A) queue that has skills
B) queue that has teams
C) softphone of the agent registered in Webex Contact Center
D) Interactive Voice Response using the Script Editor
E) DNIS entries in Flow Designer

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