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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AICC Product Knowledge | 30% | - CTI, IVR, recording and other core modules - UAP (Unified Agent Platform) features and specifications - Integration with third-party systems (CRM, billing, etc.) - ICD (Intelligent Call Distributor) principles and functions |
| AICC Solution Design | 25% | - Capacity planning and network design - High availability and disaster recovery design - Security and compliance considerations - Requirement analysis and solution planning |
| Presales Capability and Case Analysis | 25% | - Common questions and solutions - Solution proposal and quotation preparation - Competitive analysis and differentiation - Typical project cases and best practices |
| AICC Solution Overview | 20% | - Typical application scenarios and value - Basic concepts and positioning of AICC - Architecture and components of AICC solution |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
Which AICC feature directly supports the business goal of increasing revenue through cross-selling?
- A. CRM integration with screen pops that include product recommendations and customer history.
- B. After-call work (ACW) state for wrapping up the call.
- C. Automated callbacks to reduce wait times.
- D. Real-time wallboard displays for supervisors.
Correct Answer: A 🗳️
When sizing the storage for an AICC deployment, the formula (Number of Recorded Channels) * (Hours per Day) * (Bits per Second) * (3600 seconds) / (8 bits/byte) is used to calculate what?
- A. The number of concurrent agents supported.
- B. Daily network bandwidth consumption.
- C. The CPU utilization of the media servers.
- D. Daily storage consumption for call recordings in bytes.
Correct Answer: D 🗳️
What is the fundamental technical difference between "Skill-Based Routing" and "Behavioral Routing" in an advanced AICC ICD implementation?
- A. Skill-Based Routing uses agent proficiency levels, while Behavioral Routing analyzes real-time customer sentiment to select an agent.
- B. Skill-Based Routing is for voice calls only, while Behavioral Routing is for digital channels.
- C. Skill-Based Routing is configured statically, while Behavioral Routing is always dynamic and requires no configuration.
- D. They are synonymous terms for the same functionality.
Correct Answer: A 🗳️
Which AICC feature allows a customer to start an interaction on one channel (e.g., a mobile app) and continue it seamlessly on another (e.g., a voice call) without repeating information?
- A. IVR Self-Service
- B. Call Transfer
- C. Voicemail
- D. Omni-channel Continuity
Correct Answer: D 🗳️
In a capacity planning scenario, if the average handle time is 5 minutes and you receive 240 calls in a 2-hour period, what is the offered traffic in Erlangs?(Formula: Erlangs = (Number of calls * AHT in hours) / Period in hours)
- A. 10 Erlangs
- B. 1200 Erlangs
- C. 5 Erlangs
- D. 20 Erlangs
Correct Answer: A 🗳️
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