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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Operation, Maintenance and Optimization | - Performance optimization principles - System monitoring and troubleshooting |
| Presales Service Process | - Solution positioning and design - Customer requirement analysis |
| AI Contact Center (AICC) Solution Overview | - Core value and industry scenarios - AICC architecture and components |
| AICC Solution Design and Deployment | - Integration with enterprise systems - System deployment architecture |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
What is the primary function of a "hunt group" in contact center routing?
- A. To manage outbound dialing campaigns.
- B. To record calls for a specific group of agents.
- C. To provide background music for callers on hold.
- D. To define a set of agents or queues that can be targeted by a single pilot number.
Correct Answer: D 🗳️
When designing an AICC solution for a financial institution that must adhere to PCI DSS compliance for payment processing, what is the most secure method to handle Dual-Tone Multi-Frequency (DTMF) tones entered during an IVR payment sequence?
- A. Route the call to a dedicated, isolated IVR platform that is entirely outside the AICC environment.
- B. Record the entire call including DTMF tones and encrypt the recording at rest.
- C. Implement DTMF masking at the media server level, preventing tones from being stored in call recordings or logs.
- D. Use a pause-and-resume recording method to momentarily stop recording during payment entry.
Correct Answer: C 🗳️
What is the main technical challenge in implementing "screen sharing" within a video chat interaction in AICC?
- A. The security risk of exposing sensitive information on the agent's screen.
- B. The integration with the CRM system.
- C. The inability of most web browsers to support screen sharing.
- D. The additional bandwidth and processing power required to capture and transmit the screen content.
Correct Answer: D 🗳️
What is the fundamental technical difference between "Skill-Based Routing" and "Behavioral Routing" in an advanced AICC ICD implementation?
- A. Skill-Based Routing is for voice calls only, while Behavioral Routing is for digital channels.
- B. They are synonymous terms for the same functionality.
- C. Skill-Based Routing is configured statically, while Behavioral Routing is always dynamic and requires no configuration.
- D. Skill-Based Routing uses agent proficiency levels, while Behavioral Routing analyzes real-time customer sentiment to select an agent.
Correct Answer: D 🗳️
What is the main technical advantage of using "OPUS" as an audio codec for VoIP in AICC?
- A. It is only used for video calls.
- B. It uses the most bandwidth, guaranteeing the best quality.
- C. It is a versatile codec that provides high quality at low bitrates and is well-suited for variable network conditions.
- D. It is the oldest codec and has the widest compatibility.
Correct Answer: C 🗳️
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