Nov-2023 Free 500-445 Test Questions Real Practice Test Questions [Q18-Q43]

Nov-2023 Free 500-445 Test Questions Real Practice Test Questions

500-445 Dumps Updated Nov 05, 2023 WIith 58 Questions

To be eligible for the Cisco 500-445 exam, candidates should have a good understanding of contact center operations and technologies, including voice and data networking, IP telephony, and customer service. They should also have experience with Cisco Unified Contact Center Enterprise (UCCE) and related technologies, such as Cisco Unified Communications Manager (CUCM) and Cisco IOS routers. Prior experience with chat and email solutions is also beneficial.

 

NEW QUESTION # 18
Which TCP ports need to be opened in the firewall between the Web Server and Application server?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: D

NEW QUESTION # 19
Which two requirements need to be removed from the domain account properties used for the MSSQL service on the database servers? (Choose two.)

• A. Password is not expired.
• B. Use DES encryption types for this account.
• C. A smart card is required for interactive logon.
• D. The account is sensitive and cannot be delegated.
• E. Do not require Kerberos pre-authentication.

Answer: C,D

Explanation:
When configuring the MSSQL service on the database servers, it is important to remove two requirements from the domain account properties. Specifically, the requirement for a smart card for interactive logon and the requirement that the account is sensitive and cannot be delegated must be removed. This will ensure that the MSSQL service runs properly and securely.

NEW QUESTION # 20
Which User objects in Enterprise Chat and Email are mapped in UCCE?

• A. Agent
• B. Agent, Supervisor, Administrator
• C. Supervisor, Administrator
• D. Agent, Supervisor

Answer: B

NEW QUESTION # 21
When does the workflow assignment service publish a message to the application server?

• A. when a new email is assigned to a user
• B. when a new task is created
• C. when the agent logs out
• D. when the agent login in

Answer: A

NEW QUESTION # 22
Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?

• A. Business calendars
• B. Time of day
• C. Administrative script
• D. Business hours

Answer: A

Explanation:
Business calendars in ECE allow administrators to set up working and non-working hours and days for employees in their department. The business calendar can be used to define holidays, working hours, operating hours, vacation times, and other important time-related information. This allows administrators to ensure that the department is properly staffed at all times and that employees are not working outside of their scheduled hours.

NEW QUESTION # 23
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)

• A. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.
• B. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.
• C. Restart the ECE servers.
• D. Know the ECE version and Engineer Specials installed.
• E. Upgrade to the latest Engineer Special.
• F. Understand the customer's intent for the flow of emails and chats.
• G. Collect all ECE services logs.

Answer: A,C,D,G

NEW QUESTION # 24
What are two considerations when installing Web Servers? (Choose two.)

• A. Web server is not mandatory and is optional.
• B. The web server can be installed outside the firewall.
• C. Web server components should always be installed along with the application server.
• D. Web server components should be installed on a separate VM.
• E. The web server cannot be separated from its corresponding application servers across a firewall.

Answer: A,E

NEW QUESTION # 25
Which three configuration requirements are necessary to implement Agent Single Sign-on in the ECE/CCE environment? (Choose three.)

• A. CCE scripting for chat and email needs to be configured before configuring ECE SSO.
• B. $S0 for CCE needs to be configured before agent SSO for ECE will work.
• C. The SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations.
• D. SS0 is enabled by default; no configuration is necessary.
• E. SS0 for CCE is enabled by default, so no configuration is needed in CCE before agent SSO for ECE works.
• F. ECE should be integrated with PCCE and the SPOG.

Answer: B,C,F

Explanation:
In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs to be configured before agent SSO for ECE will work.

NEW QUESTION # 26
Which process scans content and applies regular expressions to mask the sensitive information?

• A. Data filtering
• B. Data scanning
• C. Data masking
• D. Data leak prevention

Answer: C

Explanation:
Data masking is the process of replacing sensitive data with realistic but not real data to protect it from unauthorized access or exposure. It is typically used to protect sensitive data such as personal identification numbers, credit card numbers, and other confidential information.
The process scans content and applies regular expressions to mask the sensitive information by replacing the sensitive data with a set of predetermined characters or values, such as asterisks or random characters. This makes it difficult for unauthorized users to access the sensitive data, while still allowing the data to be used for testing, development, and other purposes.

NEW QUESTION # 27
Which two ways are departments configured? (Choose two.)

• A. Each department has 14 types of resources available for use.
• B. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from ECE Gadget.
• C. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from SPOG.
• D. Departments, once created, cannot be deleted from ECE.
• E. Departments cannot be created in the ECE console if integrated with PCCE, and they can only be created in PCCE.

Answer: B,C

Explanation:
Departments can be configured in two ways: they can be created in the ECE console if integrated with PCCE and imported from SPOG, or they can be created in the ECE console if integrated with PCCE and imported from ECE Gadget. The other options are not two ways in which departments are configured.

NEW QUESTION # 28
Which two requirements need to be removed from the domain account properties used for the MSSQL service on the database servers? (Choose two.)

• A. Use DES encryption types for this account.
• B. Password is not expired.
• C. A smart card is required for interactive logon.
• D. The account is sensitive and cannot be delegated.
• E. Do not require Kerberos pre-authentication.

Answer: B,C

NEW QUESTION # 29
Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)

• A. Change the timezone at the system partition level.
• B. Change the timezone at the user group level.
• C. Change the timezone at the department level.
• D. Adjust the start time and end time for all shifts.
• E. Delete the existing shift label before creating a new one for daylight saving time.

Answer: D,E

NEW QUESTION # 30
Where is the Script selector in CCE mapped in ECE?

• A. Workflow
• B. Queue
• C. Call Type
• D. Dialed Number

Answer: C

Explanation:
In Cisco Enterprise Chat and Email (ECE), Script selector in CCE is mapped to the call type. A call type is a category of interactions, such as chat, email, or voice, that are handled differently in the contact center. Each call type can be associated with a script that contains the instructions that should be executed in order to handle the interactions for that call type.

NEW QUESTION # 31
Which items must be configured before agents can reply to emails from customers?

• A. Inbound workflows, Outbound workflows, Email aliases, Users, Queues
• B. Inbound workflows, Outbound workflows, Queues, DN
• C. Email aliases, Inbound workflows, Users, Queues
• D. Inbound workflows, Outbound workflows, Users, Email aliases

Answer: D

Explanation:
Before agents can reply to emails from customers, the following items must be configured: Inbound workflows, Outbound workflows, Users, and Email aliases. Inbound workflows and Outbound workflows are used to configure the routing of emails, while Users and Email aliases are used to configure the agents and their email addresses. Queues are used to store emails that are waiting to be assigned to an agent.

NEW QUESTION # 32
Which mode must be used for Always On Availability Group clustering?

• A. Windows Authentication
• B. SQL Authentication
• C. Mixed mode
• D. Directory Connection

Answer: A

NEW QUESTION # 33
What are three report categories and templates included for ECE reporting? (Choose three.)

• A. Agent performance
• B. Contact Center Trend
• C. Email Survey
• D. Contact Center CCAI
• E. Supervisor Status
• F. Service Level Performance
• G. Service Level Agreement

Answer: C,D,E

NEW QUESTION # 34
Which partition level settings are needed to configure email?

• A. Alarm service delay, Auto response time, Auto response number
• B. Maximum activities to pull at a time, Alarm service delay, Auto response number, Auto response time
• C. Default SMTP server settings, Alarm service delay, Auto response number
• D. Default SMTP server settings, Auto response time, Personalized activity assignment

Answer: C

NEW QUESTION # 35
How do chat entry points behave?

• A. Each help link on a website can point to multiple entry points.
• B. Each help link on a website must point to a separate entry point.
• C. Multiple help links on a website can point to the same entry point.
• D. Each help link on a website can point to the same entry point.

Answer: D

Explanation:
A chat entry point is a page or link that customers can use to access the chat service. Help links on websites can be configured to point to the same entry point, so customers will see the same interface regardless of which link they use to access the service. This makes it easier for customers to find the help they need, as all the help links will point them to the same entry point.

NEW QUESTION # 36
What are three steps in an email process flow? (Choose three.)

• A. Rules Process executes the start and scheduled workflows.
• B. MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID.
• C. Email is pulled in by listener instance and written to the database.
• D. Email is pulled in by retriever instance and written to the database.
• E. EAAS Instances sends NEW_TASK message to MR PIM.
• F. EAAS notifies EAMS of DO_THIS_WITH_TASK.

Answer: A,C,F

Explanation:
The steps in an email process flow are that the email is pulled in by a listener instance and written to the database, the Rules Process executes the start and scheduled workflows, and the EAAS notifies the EAMS of DOTHISWITHTASK. The other options are not steps in the email process flow.
Reference:
An embedded system is a computer systema combination of a computer processor [1], computer memory, and input/output peripheral devices that has a dedicated task within a larger mechanical or electrical system

NEW QUESTION # 37
How is the ECC variable created for chat, inbound and outbound email activities?

• A. User.ece task id
• B. User.ece. .customer.name
• C. User.ece.email id
• D. User.ece.activity.id

Answer: D

NEW QUESTION # 38
Which two types of data does a file server store? (Choose two.)

• A. error log files
• B. system files
• C. application files
• D. report templates
• E. application log files

Answer: B,C

Explanation:
Reference:
A file server is a computer or device that stores and manages files, allowing multiple users and devices to access the files over a network.
1. Application files: file servers typically store application files, which are files that are used by software programs. These files can include executable files, DLLs, configuration files, and other types of files that are needed to run the software.
2. System files: file servers also store system files, which are files that are used by the operating system. These files include system libraries, drivers, and other types of files that are required for the operating system to function properly.
Microsoft: What is a File Server?
Oracle: File Server
Cisco: File Server
File servers can also store other types of files such as user documents, media files, and other types of files, but the above mentioned files are some of the examples that are commonly stored in file servers.

NEW QUESTION # 39
What is the default value for the email media class set by the installer?

• A. Cisco_email
• B. ECE_Email
• C. Email_media_class
• D. Email_ ECE

Answer: C

Explanation:
The default value for the email media class set by the installer is Emailmediaclass. This media class is used to route emails to the correct agent, queue, and database. The media class is configured in the UCCE or EECE environment, and it can be changed by an administrator if needed.

NEW QUESTION # 40
What must be registered to receive chat messages while registering the application for chat API integration?

• A. Integrator
• B. Webhooks callback URL
• C. Conversation ID
• D. Bearer token

Answer: B

Explanation:
To receive chat messages while registering the application for chat API integration, you must register the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the chat API and can be used to trigger an action or response when a chat message is received. The other options are not required for chat API integration.

NEW QUESTION # 41
How long before incoming activities coming to aliases, for which there are no workflows configured, are moved to the exception queue?

• A. 60 minutes
• B. 120 minutes
• C. 24 hours
• D. 240 minutes

Answer: A

NEW QUESTION # 42
Which information in ECE allows administrators to set up working and non-working hours and days for employees in their department?

• A. Business calendars
• B. Time of day
• C. Administrative script
• D. Business hours

Answer: A

Explanation:
Business calendars in ECE allow administrators to set up working and non-working hours and days for employees in their department. The business calendar can be used to define holidays, working hours, operating hours, vacation times, and other important time-related information. This allows administrators to ensure that the department is properly staffed at all times and that employees are not working outside of their scheduled hours.

NEW QUESTION # 43
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Cisco 500-445 certification exam is a challenging test that requires a deep understanding of contact center technologies and their implementation. Candidates must have hands-on experience with Cisco Contact Center Enterprise Chat and Email solutions and be able to apply their knowledge to real-world scenarios. To prepare for the exam, candidates can take advantage of Cisco's training courses and study materials, which are designed to help them develop the knowledge and skills needed to pass the exam.

 

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