Updated Jun-2023 100% Cover Real PC-CIC-Core Exam Questions - 100% Pass Guarantee
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The Genesys PC-CIC-Core certification exam is an essential certification for professionals seeking to distinguish themselves as experts in PureConnect CIC Core. PureConnect is an all-in-one customer engagement platform that offers businesses the ability to seamlessly manage interactions with customers through multiple channels. This exam is designed to test the knowledge and skills of professionals in using PureConnect CIC Core to deliver exceptional customer experiences.
The PC-CIC-Core certification exam covers a wide range of topics, including core architecture, system administration, agent and supervisor desktop, multimedia, and routing. This comprehensive exam ensures that certified professionals have a deep understanding of how the PureConnect solution works and how it can be customized to meet the unique needs of different organizations.
NEW QUESTION # 20
Where must you create new stations for them to be eligible for auto-provisioning?
- A. IN\N TFTP Server
- B. Managed IP Phones container
- C. IN\N IP phone configuration utility
- D. Stations container
Answer: B
NEW QUESTION # 21
What port should be configured for managed IP phone registration when using DHCP option 160?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION # 22
What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?
- A. Cost
- B. Interaction's time in queue
- C. Skill proficiency
- D. Skill desire to use
Answer: D
NEW QUESTION # 23
If an administrator has configured ACD utilization for 'Chats' with the following criteria, what will the resulting behavior be?
- A. An agent could receive up to 2 chats at once.
- B. This is a misconfiguration of ACD calculations, and would result in no chats being distributed.
- C. The system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.
- D. An agent could receive up to 3 chats at once.
Answer: A
NEW QUESTION # 24 
There are no other schedules in place. A call comes in to the system at 5:45 PM on Thursday, June 30.
What schedule will be selected to process this call?
- A. Work Week schedule
- B. Month End schedule
- C. After Hours schedule
- D. New Year's Day schedule
- E. Default Schedule
Answer: E
NEW QUESTION # 25
What must an Administrator configure in order to allow a user to take advantage of CIC Unified Messaging features?
- A. Assign the user account a mailbox
- B. Assign the user account a default workstation
- C. Run an instance of the messaging Client on the IC server under that user's profile
- D. Give the user Send As permissions on the Exchange server
Answer: D
NEW QUESTION # 26
Your company has 12 Support interns starting work next Monday. Their network accounts, and mailboxes have been created and a distribution list called "Support Interns" has been created for this group.
What Interaction Administrator tool allows you to easily import users from a distribution list?
- A. The User Worksheet
- B. The Add Users Assistant
- C. The CIC Distribution List Assistant
- D. The Messaging Import Assistant
Answer: B
NEW QUESTION # 27
You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.
How would you assign the main number to the default profile?
- A. Assign the main number in the Incoming Call Selection area of the Default Profile property window.
- B. Check "Use this profile to process incoming calls with any of the following DNIS values", then enter the number into the text box.
- C. You can't assign a number to the default profile. You must create a custom profile and assign the main number to that.
- D. Check "Use this profile to process incoming calls with any of the following ANI values", then enter the number into the text box.
Answer: C
NEW QUESTION # 28
What security property page would you choose to configure custom Client Button display, permit specific phone number Classifications, and select Queue Views accessible through Interaction Supervisor?
- A. Access Control
- B. Security Rights
- C. Master Administrator
- D. Administrator Access
Answer: A
NEW QUESTION # 29
The manager of the Marketing department wants a tab available, in the CIC client applications, that displays all of the members of the Marketing department. However, she does not need any kind of call routing for the department.
How do you configure this?
- A. Create a Workgroup called "Marketing". Add all members of the Marketing department to the Marketing workgroup. Assign the appropriate extension to that workgroup and ensure that it is assigned an ACD queue type.
- B. Create a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.
- C. Create a Role for the Marketing department and assign the appropriate extension to that role. Add all members of the Marketing department to the Marketing role.
- D. Create a "Marketing" workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.
Answer: B
NEW QUESTION # 30
Your contact center supervisor would like to be automatically alerted when agents have been on calls for more than 5 minutes.
How can you configure CIC to automatically notify the supervisor when this happens?
- A. Create an alert in interaction Supervisor on "Longest Talk Time".
- B. Create a Talk Time Alert in the Interaction Administrator Alerts Container.
- C. Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.
- D. Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.
Answer: A
NEW QUESTION # 31
You have created a wrap-up code called "Information" that agents will assign to the appropriate calls. The next step is to assign the wrap up code to the appropriate people so that they can access the wrap-up code from the CIC Client or interaction/Desktop Connect.
In what container are wrap-up codes assigned?
- A. Wrap-up Codes
- B. Workgroups
- C. User
- D. Skills
Answer: A
NEW QUESTION # 32
When new users are added to your IC system, they receive an initial password of 1234. Since this isn't their network login, you don't require that they change their password when they first log in. Recently, a disgruntled former employee, John Doe, was caught making long distance calls through the IC system. You checked to ensure that John's user account was deleted. Upon further investigation, you find that John accessed the system using a current user's extension and password that had not been changed from 1234.
What three things can you do to prevent this from happening in the future? (Choose three.)
- A. Randomly generate initial passwords for new users
- B. Force new users to change their password the first time they log in
- C. Require that passwords be at least 4 digits long.
- D. Implement a more secure Password Policy which requires a minimum of 8 digits and meets other security need of the company.
- E. Disconnect the remote access cable.
Answer: A,B,D
NEW QUESTION # 33
You have just completed the initial configuration of the CIC server. Currently when you call into your newly configured system, you simply hear a prompt that says "Thank you for calling". You need to configure it to say the company name in that initial prompt.
What utility allows you to change the initial prompt?
- A. Interaction Attendant
- B. Interaction Administrator
- C. System Manager
- D. Interaction Center Business Manager
Answer: A
NEW QUESTION # 34
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)
- A. System
- B. People
- C. Sites
- D. Interaction Processor
- E. Server
Answer: A,B,E
NEW QUESTION # 35 
Given no additional configuration settings, what statement is true regarding this workgroup?
- A. This is a logical workgroup.
- B. Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.
- C. This workgroup is not functional because no extension is assigned.
- D. Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.
Answer: D
NEW QUESTION # 36
You have been designated as a workgroup supervisor for international Travel Services workgroup. You have just received an assistance request from one of your agents who is having difficulty with a caller.
What two options are available to disposition the request? (Choose two.)
- A. Response to the request to chat with the agent.
- B. Forward the request to another supervisor or agent.
- C. You must call or walk over to the agent to provide assistance.
- D. Ignore the request.
Answer: A,D
NEW QUESTION # 37
Barb belongs to two workgroups, international Travel Services and Domestic Travel Services. International Travel Services workgroup has rights to call International and Long Distance, Domestic Travel Services workgroup has rights to call Long Distance. The Default User has rights to call Intercom, Emergency, and Local. Barb is currently activated as an agent in the Domestic Travel Services.
What types of phone calls can she make?
- A. Long Distance
- B. Intercom, Emergency, and Local
- C. Intercom, Emergency, Local, and Long Distance
- D. Intercom, Emergency, Local, Long Distance, and International
Answer: C
NEW QUESTION # 38
You are the supervisor of a contact center that uses chat, email, and phone calls to communicate with your customers. You want to improve the time required for the initial introductory chat and other common chat topics.
What would you do to improve your agents' efficiency when working with chat messages?
- A. Create text messages and send them to each agent so they can copy and paste them when needed.
- B. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
- C. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
- D. Have each agent copy and paste their initial chat message into a text file so they can access it again later.
Answer: C
NEW QUESTION # 39
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)
- A. Date
- B. Priority
- C. Line
- D. Time
- E. ANI
- F. DNIS
Answer: C,E,F
NEW QUESTION # 40
What application can you use to build custom workspaces to monitor various aspects of the CIC system and the contact center activity? This application works with other add-on applications, such as Interaction Recorder and Interaction Optimizer.
- A. Interaction Attendant
- B. Interaction Administrator
- C. Interaction Reporter
- D. Interaction Center Business Manager
Answer: D
NEW QUESTION # 41
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?
- A. My Status field
- B. Menu bar
- C. Call control toolbar
- D. Directory control toolbar
Answer: C
NEW QUESTION # 42
You have a group of remote agents who all require the same set of user permissions within IC.
In the image below, what is the recommended container for configuring user rights for the remote agents.
- A. Schedules
- B. Default User
- C. Groups
- D. Roles
- E. Workgroups
- F. Users
- G. System Parameters
- H. User
- I. Skills
- J. Lines
Answer: B
NEW QUESTION # 43
You have a new agent starting work on Monday and have decided to use the Active Assignment method to configure the IP phone.
What is the description of the Active Assignment method?
- A. 1) Select a phone from inventory. 2) Assign the MAC address of the phone to a Managed IP Phone configuration item. The MAC address is entered either by scanning the box or manually typing it in. 3) Transport the specific phone to the correct user.
- B. 1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.
- C. 1) Transport multiple phones to a site and distribute 2) Another administrator (co-worker, partner, or subcontractor) visits each phone and does stations assignment using admin credentials (possibly credentials created for temporary use).
- D. 1) Transport a phone to a specific user. 2) The user uses the Provision Menu to assign the phone to the managed IP phone configuration item using user-based provisioning.
Answer: A
NEW QUESTION # 44
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To be eligible for the PC-CIC-Core certification exam, candidates must have at least six months of experience working with the PureConnect solution. They must also have completed the PureConnect Core Administration course and have a solid understanding of the CIC core functionalities and features.
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