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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Drag and Drop Question
Refer to the exhibit. An engineer is integrating Cisco Webex Connect web chat with a CRM platform and must map JSON responses to variables for the Webex Connect flow. Drag and drop the JSON path expressions from the left onto the corresponding variables on the right. Not all expressions will be used.

2. An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?

A) Internal transfers terminate the original contact flow context
B) Experience Management requires UCCX integration
C) Survey templates are limited to outbound calls
D) Queue transfers disable post-call events globally

3. Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?

A) Verify that the Webex Contact Center channels are associated.
B) Review the Webex Contact Center Analyzer that checks the call logs.
C) Check the SIP trunk status on the customer's Session Border Controller.
D) Review the Webex Contact Center Queues configuration.

4. An administrator is adding a custom connector to integrate a third-party application with their Webex Contact Center org using OAuth 2.0 for authentication. Which two grant types must the administrator choose to accomplish this task? (Choose two.)

A) Client credentials - client secret
B) Client credentials - token
C) Client credentials - private key
D) Client credentials - certificate
E) Server credentials - certificate

5. A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

A) Assign call distribution groups to queues.
B) Assign skill criteria to the agent teams that are grouped into call distribution groups.
C) Associate skill criteria to the queues.
D) Assign skill profile directly to agents.
E) Associate agents directly with the queue.

Solutions: