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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Operation, Maintenance and Optimization | - Performance optimization principles - System monitoring and troubleshooting |
| Topic 2: Presales Service Process | - Solution positioning and design - Customer requirement analysis |
| Topic 3: AI Contact Center (AICC) Solution Overview | - AICC architecture and components - Core value and industry scenarios |
| Topic 4: AICC Solution Design and Deployment | - Integration with enterprise systems - System deployment architecture |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
What is a key technical advantage of using VoiceXML (VXML) for IVR application development in AICC compared to a proprietary scripting language?
- A. VXML requires less processing power, leading to higher port density.
- B. VXML is inherently more secure than any other protocol.
- C. VXML allows for portability across different VXML-compliant platforms, reducing vendor lock-in.
- D. VXML integrates directly with SIP trunks without a media server.
Correct Answer: C 🗳️
Which AICC architecture pattern is most resistant to a "split-brain" scenario in a high-availability cluster?
- A. Manual intervention by an administrator.
- B. Implementing a third-party witness service or a tie-breaker node in a separate fault domain.
- C. Using a single quorum disk witness.
- D. Relying on the network heartbeat alone.
Correct Answer: B 🗳️
In AICC, what is the "customer journey"?
- A. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
- B. The path a customer takes through the IVR menu during a single call.
- C. The route taken by a call through the network.
- D. The training process for new agents.
Correct Answer: A 🗳️
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. The real-time wallboard.
- C. An Omni-channel Interaction Journey Report
- D. The agent performance report.
Correct Answer: C 🗳️
When calculating the Total Cost of Ownership (TCO) for an on-premises AICC solution versus a cloud-based solution, which cost element is typically higher in the on-premises model?
- A. Costs for customizing the UAP.
- B. Ongoing operational expenditure (OpEx) for subscription fees.
- C. Costs for agent training.
- D. Initial capital expenditure (CapEx) for hardware and software licenses.
Correct Answer: D 🗳️
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