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1. Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?

Reports

Dashboards

Dynamic Views

All of the above

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2. Which of the following components can be added to scripts? (Choose all that applies.)

Visual Basic Control

Text

Call Flow

Checkbox

Web Page

Image

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3. Select the correct naming convention for a bulk import prompt if the admin wants to create a user prompt named “Welcome” that adds the audio within the .wav file under the English (United States) (en-us) language.

prompt user Welcome/en-us

prompt_user_Welcome/en-us

prompt user Welcome_en-us

prompt_user_Welcome_en-us

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4. When creating a schedule, which of these frequency types are available for the Repeating event feature? (Choose four.)

Daily

Weekly

Quarterly

Monthly

Hourly

Yearly

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5. Which of the following is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipients?

DTMF

CRM

IVR

Telephony

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6. To create, configure, and publish __________ call flow(s), an admin must have at least one contactlist and one wrap-up code configured.

Secure

Inbound

In-Queue

Outbound

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7. Changes in system prompts will take effect within a couple of minutes, whereas changes to user prompts may take up to an hour to take effect.

True

False

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8. Which function is used as part of the decision to route to a different location based on the domain of the sender’s email address?

MakeEmailAddress()

EmailAddressLocalPart()

EmailAddressDomainPart()

EmailAddressDomain()

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9. If you navigate away from the page without saving the Script, you will not lose any work you have completed.

True

False

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10. Select all the required parameters for configuring the Salesforce data actions. (Choose three.)

Username

Access ID

Password

ARN Number

Token

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11. Which of the following are valid options under the Data category for Inbound call flows? (Choose four.)

Call Data Action

Call Back

Set Flow Outcome

Collect Input

Data Table Lookup

Get Participant Data

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12. You are the administrator of a contact center and assigned to advertise an upcoming product to your customers. Choose all the correct options for this scenario. (Choose two.)

Use an outbound campaign to promote the product.

Use the directory feature for advertising the product.

Use the prompt feature to play the product details every time customer dials your contact center.

Use the data tables feature for advertising the product.

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13. Select the correct expression to create a date-time with the year 2020 for the third of may at 12:00 AM.

MakeDateTime(2020,5,3)

MakeDateTime(2020,3,5)

MakeDateTime(5,3,2020)

MakeDateTime(3,5,2020)

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14. Which feature is a way to group and segregate objects used in the contact center, such as Architect flows, queues, users, and campaigns, within the same organization?

Prompts

Schedule

Divisions

Decision

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15. Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

Reports

Performance>Agents

Admin>Contact Center

Admin>Quality

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