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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: AICC Product Knowledge | 30% | - CTI, IVR, recording and other core modules - ICD (Intelligent Call Distributor) principles and functions - Integration with third-party systems (CRM, billing, etc.) - UAP (Unified Agent Platform) features and specifications |
| Topic 2: AICC Solution Design | 25% | - High availability and disaster recovery design - Requirement analysis and solution planning - Security and compliance considerations - Capacity planning and network design |
| Topic 3: AICC Solution Overview | 20% | - Basic concepts and positioning of AICC - Architecture and components of AICC solution - Typical application scenarios and value |
| Topic 4: Presales Capability and Case Analysis | 25% | - Competitive analysis and differentiation - Solution proposal and quotation preparation - Common questions and solutions - Typical project cases and best practices |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
When proposing an AICC solution to replace a legacy system, which non-functional requirement is often the most difficult and costly to meet for a large, established contact center?
- A. The color scheme of the agent desktop.
- B. The integration with a multitude of existing backend systems (CRM, ERP, etc.).
- C. The support for a specific language.
- D. The ability to make outbound calls.
Correct Answer: B 🗳️
In a capacity planning exercise, if the offered traffic is 20 Erlangs and the target Grade of Service (GoS) is P.
01, what does the Erlang B table tell you?
- A. You need 20 agents to handle the load.
- B. The average speed of answer will be 20 seconds.
- C. The average call duration is 1 minute.
- D. You need a number of trunks such that only 1% of calls will be blocked.
Correct Answer: D 🗳️
Which factor is most critical when designing the user experience (UX) for the IVR self-service system?
- A. The voice of the recorded prompts should be very friendly.
- B. The background music should be popular songs.
- C. The IVR should never transfer the caller to an agent.
- D. The number of options should be minimized, and the menu structure should be logical to avoid caller frustration.
Correct Answer: D 🗳️
In an omni-channel routing strategy, a customer's interaction history from a previous web chat session can be used by the ICD to prioritize their current voice call.
- A. True
- B. False
Correct Answer: A 🗳️
For a predictive dialer campaign, which algorithm parameter is most crucial to optimize in order to balance agent utilization and minimize the number of abandoned calls (where a person answers but no agent is available)?
- A. The dialing ratio (number of lines dialed per available agent).
- B. The time zone of the numbers being dialed.
- C. The average call duration.
- D. The call transfer time.
Correct Answer: A 🗳️
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