3C00120A by Avaya Valid Free Exam Practice Test

Question 1

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

Correct Answer:

Explanation:

Question 2

DRAG DROP
Match the Avaya Aura@ Orchestration Designer Professional Service to the correct Service
Category. (For each Service on the left, drag the corresponding Service Category from the right)

Correct Answer:

Question 3

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

A. Using agents for tasks customers could do themselves B. Managing all channels easily C. Identifying the customer's past interactions D. Identifying when to make resource adjustments

Correct Answer: B,C,D

Question 4

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

A. Stack, typically required by Service Providers, hosted environments, and Ian customers with multiple sites/business units on shared contact center. B. 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 center C. Improves end-user experience by offering a refreshed look and feel for exist Management System (CMS) customers. D. Enables the business to analyze recorded voice content to identify key words and phrases in audio recordings.

Correct Answer: A,C,D

Question 5

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

A. Windows 7 Professional Edition B. Mac OS X C. Linux OS D. Windows Vista Enterprise Edition

Correct Answer: A,D

Question 6

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

A. Cost effective ways to grow business, increase revenue B. Keep operational cost down C. Voice channel is overloaded D. Keep existing customers

Correct Answer: A,B,D

Question 7

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

Correct Answer:

Explanation:

Question 8

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

A. Avaya Customer Connections Mobile B. Avaya Interaction Center Agent Desktop C. Avaya One Touch Video D. Avaya Aura@ Workforce Optimization E. Avaya one-X@ Agent

Correct Answer: A,B,C,E

Question 9

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

Correct Answer: A,B,C

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