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http://www.gratisexam.com/ Passit4Sure.3C00120A-80.Questions Number : 3C00120A Passing Score : 800 Time Limit : 120 min File Version : 17.07 http://www.gratisexam.com/ Many mixed questions, many points of drag &drop, Simulation and hot spot. I took the exam today. All questions and sims were different. This VCE covers all syllabus. After preparing it anyone pass the exam in high grades. Pretty much all the questions we study that no answer in doubt. 100% valid, I didn't fail any question, all of them are in this VCE.
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Page 1: Avaya.Passit4sure.3C00120A.v2015-03-14.by.Catalina...2015/03/14  · B. Avaya Call Management System C. Avaya One Touch Video D. Avaya IQ E. Avaya Aura® Contact Center F. Avaya Operation

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Passit4Sure.3C00120A-80.Questions

Number: 3C00120APassing Score: 800Time Limit: 120 minFile Version: 17.07

http://www.gratisexam.com/

Many mixed questions, many points of drag &drop, Simulation and hot spot.

I took the exam today. All questions and sims were different.

This VCE covers all syllabus. After preparing it anyone pass the exam in high grades.

Pretty much all the questions we study that no answer in doubt.

100% valid, I didn't fail any question, all of them are in this VCE.

Page 2: Avaya.Passit4sure.3C00120A.v2015-03-14.by.Catalina...2015/03/14  · B. Avaya Call Management System C. Avaya One Touch Video D. Avaya IQ E. Avaya Aura® Contact Center F. Avaya Operation

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Page 3: Avaya.Passit4sure.3C00120A.v2015-03-14.by.Catalina...2015/03/14  · B. Avaya Call Management System C. Avaya One Touch Video D. Avaya IQ E. Avaya Aura® Contact Center F. Avaya Operation

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Exam A

QUESTION 1This solution is hosted Software as a Service or SaaS-dedicated Chat solution. It provides both automated and live agent chat modes of operation with seamlessescalation from automated to live. (Select one.)

A. Avaya One Touch VideoB. Avaya Automated ChatC. Avaya Customer Connections MobileD. Avaya CallBack Assist

Correct Answer: BSection: (none)Explanation

Explanation/Reference:Reference: http://www.avaya.com/usa/product/customer-connections (see the first bulleted point on the page)

QUESTION 2Which three statements best describe the business challenges that Avaya Aura® Contact Center can solve? (Select three.)

A. Provide a consistent, high quality customer experienceB. Voice channel is overloadedC. Use agents for tasks customers could do themselvesD. High agent turnover due to low job satisfaction

Correct Answer: BCDSection: (none)Explanation

Explanation/Reference:

QUESTION 3Which Assisted Experience Management product or solution integrates seamlessly with Avaya Interaction Center? (Select one.)

A. Avaya Aura® Call Center EliteB. Avaya Intelligent Customer RoutingC. Avaya Context Store

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D. Avaya Aura® Contact Center

Correct Answer: BSection: (none)Explanation

Explanation/Reference:Reference: http://assets.devx.com/avaya/IC_7_1wSIP_Datasheet.pdf

QUESTION 4Which of the following are products, applications, and solutions that reside within the Experience Layer of the CEM Framework? (Select four.)

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A. Avaya Proactive ContactB. Avaya Outbound Contact ExpressC. Avaya Control ManagerD. Avaya Interaction CenterE. Avaya Proactive Outreach ManagerF. Avaya Aura® Orchestration Designer

Correct Answer: ABDESection: (none)Explanation

Explanation/Reference:Reference: https://avaya-learning.com/scormengine/ScormContentRoot/2C00070W_Avaya_Customer_Experience_Mana gement_Overview/data/downloads/2c00070o%20cem%20overview%20student%20guide.pdf (page 34)

QUESTION 5Which are three business challenges that Avaya Proactive Contact can solve? (Select three.)

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A. Keep operational cost downB. Keep existing customersC. Cost effective ways to grow business, increase revenueD. Voice channel is overloaded

Correct Answer: ABCSection: (none)Explanation

Explanation/Reference:answer is corrected.

QUESTION 6Which three statements best describe the business challenges that Avaya Media Processing Server (MPS) can solve? (Select three.)

A. Increasingly demanding customersB. Outbound system complexity and reliabilityC. Increase Return on Investment (ROI)D. Cost control

Correct Answer: ABCSection: (none)Explanation

Explanation/Reference:

QUESTION 7Which definition applies to Avaya Aura® Orchestration Designer? (Select one.)

A. Cloud application that listens to the relevant social networks, collects items posted, then processes those itemsB. An application which provides a visual, graphical design tool for developing serviceC. A real-time and historical reporting application for Contact Center EnvironmentsD. A centralized administration solution for managing the key Avaya Contact Center and Unified Communication products in a solution

Correct Answer: BSection: (none)Explanation

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Explanation/Reference:

QUESTION 8Which are Avaya Call Management System (CMS) deployment options? (Select four.)

A. Dell 620 server for the mid range capacity optionB. Dell 720 server for Enterprise capacity optionC. Virtual (OVA on VMWare) Mid or high capacity configurationD. Dell 620 server for the low range capacity optionE. HP NB56000c-cg server for Enterprise capacity option

Correct Answer: ABCDSection: (none)Explanation

Explanation/Reference:

QUESTION 9Which Proactive product or solution must have RT_Socket installed for skill-based pacing for campaigns? (Select one.)

A. Avaya Proactive Outreach ManagerB. Avaya Proactive ContactC. Avaya Outbound Contact Express

Correct Answer: ASection: (none)Explanation

Explanation/Reference:

QUESTION 10Which of the Avaya Media Processing Server hardware options is quoted in the Enterprise Configurator tool? (Select one.)

A. Media Processing Server 500B. Media Processing Server 1000

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C. Media Processing Server 1500

Correct Answer: BSection: (none)Explanation

Explanation/Reference:

QUESTION 11With Avaya Aura Experience Portal, the Avaya provided server offer includes which of the following applications that installs the operating system? (Select one.)

A. Experience Portal OS WizardB. Experience Portal Ignition WizardC. Enterprise Linux InstallerD. Enterprise Implementation Tool

Correct Answer: CSection: (none)Explanation

Explanation/Reference:

QUESTION 12Which third-party components must be provided by the customer for Avaya One Touch Video? (Select four.)

A. End customer initiating the call workstationB. Server-class host system with SiebelC. Web firewall to separate Internet from Enterprise demilitarized zoneD. Web Server for hosting contentE. Server-class host system with Red Hat Enterprise Linux

Correct Answer: ACDESection: (none)Explanation

Explanation/Reference:

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QUESTION 13With regard to Avaya Outbound Contact Express, which of these applications must run on customer provided hardware? (Select four.)

A. Agent message queueB. Campaign managerC. Script managerD. Supervisor applicationsE. IP Office Administrative AppsF. Avaya Speech Analytics Desktop Client

Correct Answer: BCDESection: (none)Explanation

Explanation/Reference:

QUESTION 14Avaya Control Manager provides a single administration platform for which of the following Avaya applications? (Select four.)

A. Avaya Proactive ContactB. Avaya Operational AnalystC. Avaya Aura® Contact CenterD. Avaya Aura® Call Center EliteE. Avaya Aura® Communication Manager

Correct Answer: ACDESection: (none)Explanation

Explanation/Reference:answer is verified.

QUESTION 15Which Avaya Aura® Workforce Optimization packages are licensed on a per agent seat basis? (Select three.)

A. Avaya Quality Monitoring Package

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B. Avaya Workforce Management PackageC. Avaya Social Media Analytics PackageD. Avaya Workforce Optimization PackageE. Avaya Coaching and eLearning Package

Correct Answer: ABDSection: (none)Explanation

Explanation/Reference:

QUESTION 16Which are software component provided by the Avaya Contact Flow Analytics turnkey solution? (Select three.)

A. Tivoli softwareB. Oracle Business Intelligence Enterprise Edition (OBIEE)C. Contact Flow Analytics softwareD. Red Hat Enterprise Linux (RHEL) 5.6 Operating SystemE. Advanced Interactive executive (AIX) 6.1

Correct Answer: BDESection: (none)Explanation

Explanation/Reference:

QUESTION 17Which two operating systems are supported on customer provided hardware for Avaya Interaction Center? (Select two.)

A. Mac OS XB. Windows 7 Professional EditionC. Linux OSD. Windows Vista Enterprise Edition

Correct Answer: BDSection: (none)

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Explanation

Explanation/Reference:

QUESTION 18The Experience Layer enables organization to do which of following three key activities? (Select three.)

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A. Optimize the workforceB. Connect to the Back-OfficeC. Contextual AwarenessD. Best/1:1 Matching

Correct Answer: BCDSection: (none)Explanation

Explanation/Reference:

QUESTION 19Which of the following apply to the Avaya Customer Experience Management Design layer? (Select three.)

A. Connect and Share ServicesB. Trouble IsolationC. Multi-tenancy SupportD. Workflows and Application SimulationE. End-to-End Experience Design

Correct Answer: CDESection: (none)

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Explanation

Explanation/Reference:

QUESTION 20In addition to the Experience Layer, which two layers are part of the seven layers that make up the Avaya Customer Experience Management (CEM) Framework?(Select two.)

A. Implementation LayerB. Design LayerC. Collaboration LayerD. Performance Layer

Correct Answer: BDSection: (none)Explanation

Explanation/Reference:

QUESTION 21Customer supplied servers for Avaya Aura® Experience Portal require which operating system (OS)? (Select one.)

A. Mac OS X ServerB. Microsoft Windows 2008 ServerC. Solaris 10D. Red Hat Enterprise Linux Server

Correct Answer: DSection: (none)Explanation

Explanation/Reference:

QUESTION 22Which software is used by Avaya Aura Orchestration Designer? (Select two.)

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A. Microsoft Windows 8.0B. Microsoft Speech Application Programming Interface (SAPI) 6.0C. Storm Codec 7.01.19D. Microsoft Windows XP

Correct Answer: BDSection: (none)Explanation

Explanation/Reference:

QUESTION 23Avaya Business Advocate is an entitlement with which CEM Experience Layer product or solution? (Select one.)

A. Avaya Aura® Experience PortalB. Avaya Aura® Contact CenterC. Avaya Aura® Call Center EliteD. Avaya Intelligent Customer Routing

Correct Answer: CSection: (none)Explanation

Explanation/Reference:

QUESTION 24Which are two Automated Experience Management products or solutions that can run on customer provided servers? (Select two.)

A. Avaya Aura® Experience PortalB. Avaya Media Processing Server Platform 500C. Avaya Callback Assist

Correct Answer: ACSection: (none)Explanation

Explanation/Reference:

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QUESTION 25Which one of the Proactive products or solutions comes in two configurations, a hard dialer or a soft dialer? (Select one.)

A. Avaya Outbound Contact ExpressB. Avaya Proactive Outreach ManagerC. Avaya Proactive Contact

Correct Answer: CSection: (none)Explanation

Explanation/Reference:

QUESTION 26Avaya Call Management System (CMS) supports the virtualized environment, which is a customer provided prerequisite for such a deployment? (Select one.)

A. Tivoli Storage Manager softwareB. RedHat Linux 6.4 Operating SystemC. Informix Database softwareD. VMware® vSphere 5.0 or 5.1

Correct Answer: DSection: (none)Explanation

Explanation/Reference:

QUESTION 27Which are the three primary applications of the Avaya Aura Workforce Optimization (WFO) solution? (Select three.)

A. Avaya Quality Monitoring (QM)B. Avaya Workforce Management (WFM)C. Avaya Contact Recording (ACR)D. ANAV

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Correct Answer: ABCSection: (none)Explanation

Explanation/Reference:

QUESTION 28If you run the Avaya Aura® Orchestration Designer applications on Avaya Voice Portal, Avaya Aura® Experience Portal, Avaya Interactive Response, or otherAvaya products that use the WebLM license server, then Orchestration Designer does not require a separate WebLM license server.

A. TrueB. False

Correct Answer: ASection: (none)Explanation

Explanation/Reference:

QUESTION 29Which product or solution is a required prerequisite for Avaya Aura® Call Center Elite? (Select one.)

A. Avaya Aura® Contact CenterB. Avaya Aura® Call Center Elite MultichannelC. Avaya Aura® Communication ManagerD. Avaya Interaction Center

Correct Answer: ASection: (none)Explanation

Explanation/Reference:

QUESTION 30Which of the following are components of the Avaya Control Manager architecture? (Select four.)

A. Provisioning server

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B. Web ServicesC. Connectors for key Avaya productsD. Application serverE. Media Processing Server

Correct Answer: ABCDSection: (none)Explanation

Explanation/Reference:

QUESTION 31What Avaya Professional Service for Avaya Control Manager fits this definition?

__________ provides customers with a specialized evaluation of the installation site and the network, including identifying any discrepancies that need to berectified prior to implementation. Network assessments may be performed to determine if the customer's network can handle the \P solution. (Click and drag thecorrect option to the space below.)

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A. Solution PreparationB. Solution Design and DevelopmentC. Education and Knowledge TransferD. Avaya Program Management

Correct Answer: ASection: (none)Explanation

Explanation/Reference:

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QUESTION 32Avaya Professional Services has several offers to assist customers with Data Source Integrations for Avaya Aura® Workforce Optimization, which are four Avayaproduct integration offers? (Select four.)

A. Avaya Aura® Experience PortalB. Avaya Call Management SystemC. Avaya One Touch VideoD. Avaya IQE. Avaya Aura® Contact CenterF. Avaya Operation AnalystG. Avaya Proactive Contact

Correct Answer: ABDESection: (none)Explanation

Explanation/Reference:

QUESTION 33Which are components that Avaya one-X® Agent supports? (Select four.)

A. Avaya Aura® Communication ManagerB. Avaya Aura® Session ManagerC. Avaya Aura® System ManagerD. Avaya Control ManagerE. Avaya Aura® Experience Portal

Correct Answer: ABCDSection: (none)Explanation

Explanation/Reference:

QUESTION 34Avaya one-X® Agent supports which of the following? (Select three.)

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A. Real Time Processing (RTP) to Far EndpointB. Avaya Aura® Communication ManagerC. H.323D. SIP

Correct Answer: ABCSection: (none)Explanation

Explanation/Reference:

QUESTION 35Match each Interaction layer solution with one of its key features. (For each definition on the left, select the corresponding solution from the drop-down list on theright.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:http://www.avaya.com/usa/documents/svc4488-1-avaya-customer-connections-brochure-f2.pdf

QUESTION 36Match the Performance layer products, applications, or solutions on the right to their description on the left. (For each description on the left, select thecorresponding solution from the drop-down list on the right.)

Hot Area:

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Correct Answer:

Page 21: Avaya.Passit4sure.3C00120A.v2015-03-14.by.Catalina...2015/03/14  · B. Avaya Call Management System C. Avaya One Touch Video D. Avaya IQ E. Avaya Aura® Contact Center F. Avaya Operation

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Section: (none)Explanation

Explanation/Reference:http://www.unitysystems.com.au/docs/cc_apac_solution_brochure.pdf

QUESTION 37

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Match the Experience layer products, applications, or solutions on the right to their description on the left. (For each description on the left, select the correspondingproduct from the drop-down list on the right.)

Hot Area:

Correct Answer:

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Section: (none)Explanation

Explanation/Reference:https://avaya-learning.com/scormengine/ScormContentRoot/2C00070W_Avaya_Customer_Experience_Management_Overview/data/downloads/2c00070o%20cem%20overview%20student%20guide.pdf (page 34)

QUESTION 38

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Match the issue to the solution that Avaya Control Manager offers. (For each issue on the left, select the corresponding solution from the drop-down list on the right)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 39Match the Assisted Experience Management product or solution on the right to the appropriate component on the left. (For each description on the left, select thecorresponding product from the drop-down list on the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 40Match 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.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 41Match each Proactive product or solution with its agent-based capacity on the right. (Click and drag the capacity on the right to the corresponding product on theleft.)

Select and Place:

Correct Answer:

Section: (none)Explanation

Explanation/Reference:

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QUESTION 42Match each Automated Experience Management product or solution on the left with its licensing requirement on the right. (Click and drag the capacity on the rightto the corresponding product on the left.)

Select and Place:

Correct Answer:

Section: (none)Explanation

Explanation/Reference:

QUESTION 43Match the Experience layer Assisted Experience Management products, applications, or solutions on the right to their description on the left. (For each description

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on the left, select the corresponding product from the drop-down list on the right.)

Hot Area:

Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 44

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Match the correct Automated Chat service a customer should choose according to their needs. (For each definition on, the left, select the corresponding solutionfrom the drop-down list on the right)

Hot Area:

Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 45Match the Avaya Aura® Orchestration Designer Professional Service to the correct Service Category. (For each Service on the left, drag the corresponding ServiceCategory from the right)

Select and Place:

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Correct Answer:

Section: (none)Explanation

Explanation/Reference:

QUESTION 46Match the service provided for the solution listed. (For each Service on the left, select the corresponding solution from the drop-down list on the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 47Match the Automated Experience Management product or solution on the right with its value statement on the left. (For each value statement on the left, select thecorresponding product from the drop-down list on the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 48With regard to Avaya Aura® Orchestration Designer, match the reason that supports the value statement. (For each value on the left, select the reason from thedrop-down list on the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 49

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Match the Proactive products, applications, or solutions on the right to their capabilities on the left. (For each product application or solution on the left, select thecorresponding product from the drop-down list on the right.)

Hot Area:

Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 50Match the business issue to the solution that Avaya Customer Connections Mobile offers. (Drag the benefit on the right to the correct issue on the left.)

Select and Place:

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Correct Answer:

Section: (none)Explanation

Explanation/Reference:

QUESTION 51Match the Assisted Experience Management products, applications, or solutions on the right to their system prerequisites on the left. (Click and drag the product orsolution on the right to the corresponding system prerequisite on the left.)

Select and Place:

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Correct Answer:

Section: (none)Explanation

Explanation/Reference:

QUESTION 52Match the Customer Experience Management (CEM) Layer on the right to the proper description on the left, (for each description on the left, select thecorresponding product from the drop-down list on the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 53The Design layer performs three key activities. Match the definition with the correct activity. (For each description on the left, select the corresponding activity fromthe dropdown list on the right.)

Hot Area:

Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 54Based on concurrent staffed agents, match the correct company size to which you would sell each desktop. (Click and drag the company size on the right to thecorresponding solution on the left.)

Select and Place:

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Correct Answer:

Section: (none)Explanation

Explanation/Reference:

QUESTION 55Match the value provided by the Interaction Layer solution. (For each value on the left, select the corresponding Interaction Layer solution from the drop-down list onthe right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 56Match the Avaya Aura® Orchestration Designer feature to its benefit. (For each benefit on the left, select the corresponding feature from the drop-down list on theright.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 57Match each Assisted Experience Management product or solution on the right with its licensing requirement on the left. (Click and drag the product or solution onthe right to the corresponding licensing description on the left.)

Select and Place:

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Correct Answer:

Section: (none)Explanation

Explanation/Reference:

QUESTION 58Match each Assisted Experience Management product or solution on the right with its maximum agent capacity on the left. (For each of the agent capacity on theleft, select the corresponding product from the drop-down list on the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 59With regard to Avaya Control Manager, match the reason that supports the value statement. (For each value on the left, select the reason from the drop-down liston the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 60With regard to Avaya Control Manager, match the reason that supports the value statement. (For each value on the left, select the reason from the drop-down liston the right.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

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QUESTION 61Match the value provided by the Agent Desktop solution. (For each value on the left, select the corresponding Agent Desktop solution from the drop-down list on theright.)

Hot Area:

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Correct Answer:

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Section: (none)Explanation

Explanation/Reference:

QUESTION 62Pursuant to opening a new branch office in an emerging market in South Asia, the distributor ("Distributor") engaged by Avaya comes in contact with a leadingbusinessman in the country who claims to have sufficient contacts within the nongovernment space and offers to promote Avaya and our offerings in the country.For the above purpose, the businessman demands a cash payment of $1000 which the Distributor pays on behalf of Avaya without seeking Avaya's expressapproval.

Is the Distributor's conduct appropriate?

A. No, because the Distributor violated Avaya's policies on anti-bribery/anti-corruption because he did not conduct any due diligence on the businessman andwithout Avaya's knowledge engaged in conduct designed to improperly influence a commercial customer.

B. Yes, since these are typically facilitation "grease" payments aimed to speed up things in the country and are acceptable as exceptions under certain anti-bribery/anti-corruption laws in various countries.

C. No, the Distributor has violated our Avaya's policies since he did not receive Avaya's approval before effecting the payment.

Correct Answer: ASection: (none)Explanation

Explanation/Reference:

QUESTION 63Avaya Contact Flow Analytics solution provides a cradle-to-grave view of customer calls, to effectively identify the customer needs and agent behaviors that needimproving or enhancing. Which are capabilities of Contact Flow Analytics? (Select three.)

A. It generates visualization of how calls are actually routed in the contact center by analyzing the < Call Management System (CMS) External Call History (ECH)data.

B. It provides the capability to visually analyze and track problem areas with drill thru to analytical deeper analysis.C. It enables the business to analyze recorded voice content to identify key words and phrases in audio recordings.D. It helps businesses through its automated coaching and scoreboard assessments that help provide improved agent performance and productivity.E. It collects External Call History (ECH) data from one or more Avaya Call Management System (CMS) centralized data-mart.

Correct Answer: CDE

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Section: (none)Explanation

Explanation/Reference:

QUESTION 64Which are three business challenges that Avaya IQ can solve? (Select three.)

A. Using agents for tasks customers could do themselvesB. Experiencing high agent churnC. Increasing customer complaints and low customer satisfaction (CSAT) scoresD. Administering agents across multiple systems and locations

Correct Answer: BCDSection: (none)Explanation

Explanation/Reference:

QUESTION 65Which are three business challenges that Avaya Proactive Outreach Manager can solve? (Select three.)

A. Meeting revenue goalsB. Improving customer satisfactionC. Keeping cost downD. Providing a consistent front-end customer experience for inbound calls

Correct Answer: ABCSection: (none)Explanation

Explanation/Reference:

QUESTION 66Which are three business challenges that Avaya Operational Analyst can help solve? (Select three.)

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A. Identifying when to make resource adjustmentsB. Using agents for tasks customers could do themselvesC. Managing all channels easilyD. Identifying the customer's past interactions

Correct Answer: ACDSection: (none)Explanation

Explanation/Reference:

QUESTION 67Which are customer value statements for ANAV? (Select three.)

A. Improves end-user experience by offering a refreshed look and feel for exist Management System (CMS) customers.B. Enables the business to analyze recorded voice content to identify key words and phrases in audio recordings.C. Benefits customers that require Roles-based Access (RBAC) and the ability to partition data based on multiple tenants, or multiple business units sharing the

same contact centerD. Stack, typically required by Service Providers, hosted environments, and Ian customers with multiple sites/business units on shared contact center.

Correct Answer: ABDSection: (none)Explanation

Explanation/Reference:

QUESTION 68In connection with a CCT (Contact Center Technology) implementation project for the Government of Mourito, Avaya has partnered with a leading Distributor in thecountry. Avaya is required to import certain telecom equipment into Mourito. Avaya arranges for the shipment and same reaches Mourito port. In order to releasethe shipment, a no-objection letter is required from the customs unit in charge of the port. This is standard operating procedure in Mourito vis- a-vis overseasshipments. Typically, it takes about 7-14 working days to receive the letter. The Distributor, citing project exigency, pays a sum of $150 to a senior customs officialand obtains the NOC (No Objection Certificate). What prompts the Distributor to make the payment is that facilitation payments are customary and legal in Mourito.

What breach, if any, has the Distributor committed?

A. None, the payment made by the Distributor constituted facilitation payment which is customary under the laws of Mourito.B. The Distributor has breached Avaya's policy since Avaya prohibits facilitation payments.

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Correct Answer: ASection: (none)Explanation

Explanation/Reference:

QUESTION 69Which of the following applications/solutions in the Experience layer are supported by Avaya Control Manager? (Select three.)

A. Avaya Proactive ContactB. Avaya one-X® AgentC. Avaya Call Management SystemD. Avaya Aura® Call Center Elite MultichannelE. Avaya Interaction Center

Correct Answer: ADESection: (none)Explanation

Explanation/Reference:

QUESTION 70Which of the following applications/solutions in the experience layer are supported by Avaya Aura® Orchestration Designer? (Select three.)

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A. Avaya CallBack AssistB. Avaya Aura® Experience PortalC. Avaya Customer Connections MobileD. Avaya Social Media Analytics

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E. Avaya Proactive Outreach Manager

Correct Answer: ABESection: (none)Explanation

Explanation/Reference:well modified.

QUESTION 71Which product or solution must be configured prior to installing Avaya Proactive Outreach Manager (POM)? (Select one.)

A. Avaya Aura® Contact CenterB. Avaya Aura® Communication ManagerC. Avaya Aura® Experience PortalD. Avaya Aura® Call Center Elite

Correct Answer: CSection: (none)Explanation

Explanation/Reference:

QUESTION 72Avaya Contact Flow Analytics helps the business to address some common business issues, which are some of these issues where Contact Flow Analytics canhelp? (Select three.)

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

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

Correct Answer: CDE

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Section: (none)Explanation

Explanation/Reference:

QUESTION 73With regard to the Assisted Experience Management for Design course, there was a case study on Avaya Aura® Call Center Elite with Business Advocate, whatwere some of the results it brought the client? (Select three.)

A. Enabled the business to exceed their goal of answering 90% of calls in less than 30 secondsB. Enabled members to communicate how they prefer via telephone, texting, email, or Web chatC. Provided a highly reliable, always-on solution at affordable costD. Improved agent job satisfaction and reduced attrition

Correct Answer: ABCSection: (none)Explanation

Explanation/Reference:corrected.

QUESTION 74Avaya has set up a branch office in an emerging market in South Asia. The company engages a Partner ("Partner" or "Channel Partner') who has contacts withinthe government to promote and sell its products and services in the above market. In connection with the above, the Partner pays two (2) government officials $250each. The Partner takes the position that these payments were not made to secure any government business but rather to build relationships to position Avaya'sbusiness in the market.

Is the Partner potentially in breach of anti-bribery/anti-corruption laws and regulations and Avaya's Anti-Bribery/Anti-Corruption policy?

A. No, because the Partner didn't actually solicit any business for Avaya and the dollar value of the payment is relatively small.B. Yes, because anti-bribery/anti-corruption statutes and Avaya policy prohibit the improper influencing of a foreign public official to secure business from any

source.

Correct Answer: BSection: (none)Explanation

Explanation/Reference:

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QUESTION 75Which are back up options for Avaya Management System (CMS)? (Select three.)

A. Backup to Avaya CloudB. Network Backup via Network File System (NFS)C. LAN Backup via various NetbackupD. Hardware Backup via tape device

Correct Answer: BCDSection: (none)Explanation

Explanation/Reference:

QUESTION 76Which are four products, applications, or solutions that reside within the Customer Experience Management (CEM) Experience Layer? (Select four.)

A. Avaya Control ManagerB. Avaya Proactive ContactC. Avaya Aura® Call Center EliteD. Avaya Context StoreE. Avaya Operational AnalystF. Avaya Aura® Contact Center

Correct Answer: BCDFSection: (none)Explanation

Explanation/Reference:

QUESTION 77Which applications reside in the Avaya Customer Experience Management Interaction layer? (Select four.)

A. Avaya one-X® AgentB. Avaya One Touch Video

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C. Avaya Interaction Center Agent DesktopD. Avaya Customer Connections MobileE. Avaya Aura® Workforce Optimization

Correct Answer: ABCDSection: (none)Explanation

Explanation/Reference:

QUESTION 78Which of these Proactive products or solutions offers agent-based and agent-less collections, telemarketing, surveys, and proactive customer care? (Select one.)

A. Avaya Proactive Outreach ManagerB. Avaya Proactive ContactC. Avaya Outbound Contact Express

Correct Answer: ASection: (none)Explanation

Explanation/Reference:

QUESTION 79Which are clients available for Avaya Interaction Center Agent Desktop? (Select four.)

A. Virtual Computer ClientB. Avaya Siebel Native ClientC. Avaya Agent Web ClientD. Avaya Siebel Hybrid ClientE. Avaya Agent Rich ClientF. Windows Server 2012 Client

Correct Answer: ACDESection: (none)Explanation

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Explanation/Reference:

QUESTION 80Which of the following are ordering and licensing requirements for Avaya Outbound Contact Express? (Select three.)

A. For additions, licenses need to be installed in the fieldB. Hardware and software placed on a single orderC. Licenses need to be requested through Product OperationsD. License moves are now part of the Global License Portability (GLP) Process

Correct Answer: BCDSection: (none)Explanation

Explanation/Reference:

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