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New Cisco Specialist 500-052 Exam Practice Questions

Total 90 Questions

Last Updated On: 22-Nov-2024

Question # 1

Which statement is true about Cisco Context Service?
A. A POD can map to multiple fieldsets.
B. A POD can map to a fieldset.
C. The runtime connector is responsible for account and password management
D. Every customer is mapped to a maximum of one POD.

A POD can map to a fieldset.

Question # 2

Which three operations can be performed within the Cisco Finesse IP Phone Age (IPPA)? (Choose three.)
A. A supervisor can use Finesse IPPA to act as an agent and accept calls.
B. An agent can sign in to Finesse IPPA and initiate call recording.
C. A supervisor can sign in to Finesse IPPA and initiate call recording.
D. An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.
E. Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard license.

A supervisor can sign in to Finesse IPPA and initiate call recording.

An agent using Finesse IPPA can enter Not Ready, Sign-out, and Wrap-up reasons.

Agents can log in to Finesse IPPA with Cisco Unified CCX deployed using a Standard
license.

Question # 3

An organization wants to collect an account number from a customer via IVR prompting Then the customer wants to use a keystroke macro to insert the account number into the account number field in the agent CRM desktop application. The keystroke macro will also initiate the CRM desktop application and execute a database lookup from the CRM database server, in order to retrieve the customer record Which product provides these capabilities at the lowest cost?
A. Cisco Unified IP IVR
B. Cisco Unified CCX Standard
C. Cisco Unified CCX Enterprise
D. Cisco Unified CCX Premium
E. Cisco Unified CCX Enhanced

Cisco Unified CCX Enhanced

Question # 4

Why are CSQs associated to the team definition?
A. It allows agents to be a part of the CSQ.
B. It allows the associated supervisors to make modifications to the CSQ.
C. It designates which CSQ information to display on the supervisor desktop.
D. It is informational and is used for historical reporting only.

It allows agents to be a part of the CSQ.

Question # 5

Cisco Finesse supports the use of custom call variable layouts. How does the agent desktop determine which layout to use?
A. The name of the layout is passed to the agent desktop via a keyword variable that is named user layout.
B. The layout is associated to the team under Team Resources.
C. The layout is associated to the CSQ definition.
D. The layout is associated to the desktop layout under Team Resources.

The name of the layout is passed to the agent desktop via a keyword variable that is
named user layout.

Question # 6

Which action enables a contact center supervisor to access and monitor live data reports for multiple teams?
A. Take no action, because a supervisor cannot monitor more than one team.
B. Assign the supervisor as primary superior for one of the teams and as secondary supervisor for other relevant teams.
C. Assign the supervisor as primary supervisor for all the relevant teams.
D. Add the supervisor as a member of all the relevant teams.

Assign the supervisor as primary supervisor for all the relevant teams.

Question # 7

What is the purpose of relative filters?
A. to report on previous port usage
B. to generate historical and real-time reports for the previous week
C. to filter spam emails from reaching the email queues
D. to generate historical time reports for the previous week

to generate historical and real-time reports for the previous week

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