APDS Customer Experience Manager Online Test (#3C00120A)

Question 1

With regard to the Assisted Experience Management for Design course, there was a case study on Avaya Aura@ Call Center Elite with Business Advocate, what were some of the results it brought the client? (Select three.)

A. Provided a highly reliable, always-on solution at affordable cost

B. Enabled members to communicate how they prefer via telephone, texting, email, or Web chat

C. Improved agent job satisfaction and reduced attrition

D. Enabled the business to exceed their goal of answering 90% of calls in less than 30 seconds

Correct Answer: A,B,D

Question 2

Which two operating systems are supported on customer provided hardware for Avaya Interaction Center? (Select two.)

A. Windows 7 Professional Edition

B. Windows Vista Enterprise Edition

C. Mac OS X

D. Linux OS

Correct Answer: A,B

Question 3

This solution is hosted Software as a Service or SaaS-dedicated Chat solution. It provides both automated and live agent chat modes of operation with seamless escalation from automated to live. (Select one.)

A. Avaya Customer Connections Mobile

B. Avaya CallBack Assist

C. Avaya One Touch Video

D. Avaya Automated Chat

Correct Answer: D

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Question 4

Avaya Contact Flow Analytics helps the business to address some common business issues, which are some of these issues where Contact Flow Analytics can help? (Select three.)

A. Enable businesses to capture best practices and it can assist them to 0 identify agents who are not getting the proper training or assisting customers inappropriately so they can be coached.

B. Improve the customer experience by identifying long wait times, frequent transfers, and 0 abandon calls. When an organization becomes aware of such situations they can perform root-cause-analysis to change the offending conditions.

C. Improve operational efficiency by identifying inefficient business processes through analyzing mis-routed calls and repeat calls.

D. Improve agent behaviors and performance by identifying long holds, transfers, agent releases, short calls, long Average Hold Time or AHT, and After Call Work or ACW.

E. Monitor calls and assesses compliancy to regulatory guidelines which 0 leads to a reduction in regulatory investigations and the avoidance of punitive costs due to non-compliance.

Correct Answer: A,D,E

Question 5

Which of the following apply to the Avaya Customer Experience Management Design layer? (Select three.)

A. Multi-tenancy Support

B. Connect and Share Services

C. End-to-End Experience Design

D. Workflows and Application Simulation

E. Trouble Isolation

Correct Answer: A,C,D

Question 6

HOTSPOT
Match the licensing specifics provided for the solution listed. (For each item on the left, select the corresponding solution from the drop-down list on the right.)

Correct Answer:

Question 7

Which are Implementation Services that Avaya Professional Services offer to Avaya Call Management System (CMS) customers? (Select three.)

A. The design and implementation of custom scripts and reports for real-time; data

B. The configuration of CMS interfaces which provide linkage to Avaya Aura@' Optimization applications such as Workforce Management

C. The development and implementation of custom interfaces for CMS, providing linkage to Avaya Interaction Center

D. The implementation of advanced CMS features such as External Call History Network integration

Correct Answer: A

Question 8

Which Proactive product or solution must have RT_Socket installed for skill-based pacing for campaigns? (Select one.)

A. Avaya Outbound Contact Express

B. Avaya Proactive Contact

C. Avaya Proactive Outreach Manager

Correct Answer: C

Question 9

DRAG DROP

Match each Automated Experience Management product or solution on the left with its licensing requirement on the right. (Click and drag the capacity on the right to the corresponding product on the left.)

Correct Answer:

Explanation:

Avaya APDS Customer Experience Manager Online Test (#3C00120A) - 3C00120A Exam Practice Test

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