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Huawei H21-287_V1.0 Exam Syllabus Topics:

Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:

1. What is the primary purpose of a "pilot number" in a contact center?

A) It is the main published number that customers dial to reach the contact center.
B) It is a number used exclusively by agents to make outbound calls.
C) It is a number for emergency services.
D) It is a test number used during the implementation phase.

2. In the context of project management for an AICC implementation, what does the term "phased rollout" refer to?

A) Rolling back the software to a previous version.
B) Installing all components at once.
C) Training agents after the system is live.
D) Deploying the solution to groups of users or sites incrementally to mitigate risk.

3. When proposing a disaster recovery (DR) solution with a Recovery Point Objective (RPO) of 5 minutes and a Recovery Time Objective (RTO) of 15 minutes for the AICC core components, which DR model is required?

A) Backup and Restore: Relies on nightly backups with a recovery process of several hours.
B) Cold Standby: Infrastructure is provisioned but requires manual data restoration.
C) Hot Standby: A fully redundant, active-active cluster across two data centers with continuous data replication.
D) Warm Standby: Systems are running but require a database sync and configuration import.

4. 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.

5. Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?

A) A separate report for each channel.
B) An Omni-channel Interaction Journey Report
C) The agent performance report.
D) The real-time wallboard.

Solutions: