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Cisco 500-445 certification exam is recommended for IT professionals who want to enhance their skills and knowledge in contact center enterprise chat and email solutions. Implementing Cisco Contact Center Enterprise Chat and Email certification is ideal for contact center engineers, network administrators, and system engineers who are responsible for designing, deploying, and managing contact center solutions. By earning this certification, candidates can demonstrate their expertise in contact center technologies and increase their career opportunities in the contact center industry.

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Cisco Implementing Cisco Contact Center Enterprise Chat and Email Sample Questions (Q20-Q25):

NEW QUESTION # 20
How do chat entry points behave?

A. Each help link on a website must point to a separate entry point.
B. Each help link on a website can point to multiple entry points.
C. Each help link on a website can point to the same entry point.
D. Multiple help links on a website can point to the same entry point.

Answer: C

Explanation:
A chat entry point is a page or link that customers can use to access the chat service. Help links on websites can be configured to point to the same entry point, so customers will see the same interface regardless of which link they use to access the service. This makes it easier for customers to find the help they need, as all the help links will point them to the same entry point.

NEW QUESTION # 21
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 different skill groups.
D. Agents can pick emails from other agents that belong to the same set of skill groups.

Answer: A

Explanation:
Agents can pick chats from other agents that belong to the same set of skill groups. This is known as “chat takeover” or “chat transfer” and allows agents with the same skill set to assist customers who have been waiting in a queue or are currently engaged in a chat with another agent. Reference: https://www.genesys.com/resources/cx-overview/customer-service/chat-transfer

NEW QUESTION # 22
What is the limit of concurrent agents per application server?

A. 0
B. 1
C. 2
D. 3

Answer: B

NEW QUESTION # 23
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. CTI server
C. ICM router, logger, admin workstation
D. social miner
E. call manager

Answer: B,C

Explanation:
ICM router, logger, and admin workstation are components of Cisco Unified Contact Center Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be installed. CTI server is also a required component of UCCE and must be installed and available before Enterprise Chat and Email can be installed.
Reference:
Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.
Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for use:
2. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly.
3. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.

NEW QUESTION # 24
Which two requirements need to be removed from the domain account properties used for the MSSQL service on the database servers? (Choose two.)

A. Do not require Kerberos pre-authentication.
B. Use DES encryption types for this account.
C. Password is not expired.
D. A smart card is required for interactive logon.
E. The account is sensitive and cannot be delegated.

Answer: C,D

NEW QUESTION # 25
……

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