Cisco 500-052 Online Practice Questions and Exam Preparation

Cisco 500-052 Online Questions & Answers

• Question 1:

  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.
  A. It allows agents to be a part of the CSQ.

• Question 2:

  If you use skills-based routing, where is the agent selection criteria defined?

  A. in the Contact Service Queue definition
  B. in the Resource definition
  C. in the Skill definition
  D. in the Skill Group definition
  A. in the Contact Service Queue definition

• Question 3:

  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.
  B. A POD can map to a fieldset.

• Question 4:

  Which information is readable to Cisco Collaboration Software in the cloud?

  A. PII
  B. plain text name value pair
  C. PII and plain text name value pair
  D. No information is readable to Cisco collaboration Software.
  D. No information is readable to Cisco collaboration Software.

• Question 5:

  Which statement is true about the ability to look up customers in Cisco Context Service?

  A. Exactly one customer object is returned, based on the search parameters that are provided
  B. If more than one customer object is found, a failure is returned, based on the search parameters that are provided.
  C. An array of customer objects is returned, based on the search parameters that are provided.
  D. Cisco Context Service does not provide the ability to look up customers.
  C. An array of customer objects is returned, based on the search parameters that are provided.

• Question 6:

  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
  E. Cisco Unified CCX Enhanced

• Question 7:

  What is the maximum number of contacts that Cisco Finesse supports in a phone book?

  A. 2000
  B. 1500
  C. 500
  D. 300
  B. 1500

• Question 8:

  Which server cannot be configured during the installation phase when installing Cisco Unified Contact Center Express on Cisco Unified Computing System servers?

  A. Cisco Unified Communications Manager server
  B. DNS server
  C. NTP server
  D. SMTP server
  D. SMTP server

• Question 9:

  What are the peripheral variables in the Set Enterprise Call Info step related to?

  A. call variables B. custom variables
  C. script parameters that are passed from the application configuration
  D. ECC variables
  A. call variables B. custom variables

• Question 10:

  You should perform which three steps when troubleshooting a Cisco Unified Contact Center Express engine "Java out of memory" crash? (Choose three)

  A. Collect the thread dump for Cisco Unified CCX Engine
  B. Check to see if the customer has installed any third party applications
  C. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
  D. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool
  E. Talk to the customer about the deployment and usage pattern. F. Check the Cisco Unified CCX Serviceability Control Center
  C. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
  D. Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool
  E. Talk to the customer about the deployment and usage pattern. F. Check the Cisco Unified CCX Serviceability Control Center