500-445 Online Practice Questions and Answers

Which two items in UCCE need to be installed and available for use before installing Enterprise Chat and Email? (Choose two.)

A. customer voice portal

B. social miner

C. ICM router, logger, admin workstation

D. call manager

E. CTI server

Which three configuration requirements are necessary to implement Agent Single Sign-on in the ECE/CCE environment? (Choose three.)

A. CCE scripting for chat and email needs to be configured before configuring ECE SSO.

B. SSO for CCE is enabled by default, so no configuration is needed in CCE before agent SSO for ECE works.

C. SSO is enabled by default; no configuration is necessary.

D. The SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations.

E. ECE should be integrated with PCCE and the SPOG.

F. SSO for CCE needs to be configured before agent SSO for ECE will work.

Which feature is unable to be deleted or made inactive?

A. Enterprise Chat and Email

B. Unified CCE

C. Exception Queue

D. Supervisory Queues

What are three steps in an email process flow? (Choose three.)

A. EAAS Instances sends NEW_TASK message to MR PIM.

B. MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID.

C. Rules Process executes the start and scheduled workflows.

D. Email is pulled in by listener instance and written to the database.

E. Email is pulled in by retriever instance and written to the database.

F. EAAS notifies EAMS of DO_THIS_WITH_TASK.

What is the maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced?

A. 20 KB

B. 30 KB

C. 40 KB

D. 50 KB

What is the character limit for passwords when installing Enterprise Chat and Email applications?

A. 24

B. 29

C. 30

D. 32

What is the maximum number of categories a department can support?

A. 100

B. 250

C. 500

D. 600

Which activities can agents pick and pull?

A. Agents can pick chats from other agents that belong to the same set of skill groups.

B. Agents can pick chat from other agents that belong to the different skill groups.

C. Agents can pick emails from other agents that belong to the same set of skill groups.

D. Agents can pick emails from other agents that belong to the different skill groups.

Which process scans content and applies regular expressions to mask the sensitive information?

A. Data leak prevention

B. Data masking

C. Data filtering

D. Data scanning

Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)

A. Adjust the start time and end time for all shifts.

B. Delete the existing shift label before creating a new one for daylight saving time.

C. Change the timezone at the user group level.

D. Change the timezone at the system partition level.

E. Change the timezone at the department level.