Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: AI Contact Center (AICC) Solution Overview | - AICC architecture and components - Core value and industry scenarios |
| Topic 2: Presales Service Process | - Solution positioning and design - Customer requirement analysis |
| Topic 3: Operation, Maintenance and Optimization | - Performance optimization principles - System monitoring and troubleshooting |
| Topic 4: AICC Solution Design and Deployment | - System deployment architecture - Integration with enterprise systems |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
Question 1
Which AICC feature allows a customer to start an interaction on one channel (e.g., a mobile app) and continue it seamlessly on another (e.g., a voice call) without repeating information?
A. Voicemail
B. IVR Self-Service
C. Call Transfer
D. Omni-channel Continuity
Question 2
Which AICC feature allows an interaction to be routed based on the customer's estimated value or potential value to the business?
A. Value-Based Routing
B. Time-Based Routing
C. Circular Routing
D. Skills-Based Routing
Question 3
Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?
A. An Omni-channel Interaction Journey Report
B. The agent performance report.
C. The real-time wallboard.
D. A separate report for each channel.
Question 4
Which AICC component is responsible for generating Call Detail Records (CDRs) that are used for billing and reporting?
A. UAP Client
B. CTI Server
C. Media Server
D. IVR System
Question 5
In AICC reporting, what is the significant difference between "Service Level" and "Service Level Target"?
A. Service Level is a historical calculation, while Service Level Target is a goal set in the configuration.
B. Service Level applies to emails, and Service Level Target applies to calls.
C. Service Level Target is managed by the IVR, and Service Level is managed by the ICD.
D. They are identical terms.
Solutions:
| Question 1 Answer: D | Question 2 Answer: A | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: A |
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