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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?

A) live agent
B) IVR menu
C) scripted AI agent
D) autonomous AI agent

2. Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?

A) Desktop Layout
B) Desktop Profile
C) Skill Profile
D) Site

3. A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder. Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?

A) Add Participant node
B) Queue Task node
C) Screen Pop node
D) Create Conversation node

4. An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?

A) Agent Activity Record
B) Agent Session Record
C) Customer Session Record
D) Customer Activity Record

5. As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow. Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)

A) If the user doesn't provide any consent or response to the activity, then the call is not recorded, regardless of the recording configuration set at the tenant, queue, or recording schedule level.
B) If the Recording Control activity is temporarily removed from the flow, any call routed to the queue and presented to an agent is recorded, which overrides the tenant-level No setting if the specific queue-level setting is set to Yes.
C) If the caller provides explicit consent as Yes, but their call is handled by an agent whose specific recording schedule is set to No, the call is not recorded.
D) If the caller provides explicit consent as Yes in the flow, then the call is recorded, even when the recording configuration is set to 'No' at the tenant, queue, or recording schedule level.
E) If the caller reaches the queue but explicitly declines consent, the call is still recorded because the recording configuration for the whole tenant is set to Yes.

Solutions: