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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Network requirements for Webex Contact Center - Call recording configuration - User and team configuration - Agent and supervisor desktop setup |
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options - Telephony integration configuration - Voice call routing components configuration - Voice channel troubleshooting |
| Advanced Features and AI | 25% | - AI-powered routing and automation - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization |
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NEW QUESTION # 56
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node. Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: B,D
Explanation:
The Scheduled Callback node requires the callback schedule date in the supported YYYY-MM- DD format and the schedule timezone so Webex Connect can create the callback at the correct local time.
NEW QUESTION # 57
A customer integrates Salesforce with Webex Contact Center. Screen pop functionality fails intermittently during inbound calls. Which issue is MOST likely responsible?
Answer: A
Explanation:
Screen pop integrations frequently rely on browser-based events or new windows. Modern browsers often block automatic pop-ups unless explicitly permitted. Intermittent failures commonly result from inconsistent browser security behavior or user permissions. SIP signaling, codec selection, and SRTP do not directly control CRM screen pop operations.
NEW QUESTION # 58
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,C
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 59
An engineer must troubleshoot intermittent registration failures for Webex Room Devices. Which DNS record is MOST critical for SIP service discovery?
Answer: B
Explanation:
SRV records are essential for SIP service discovery because they identify the servers responsible for handling SIP signaling and their associated ports. Missing or incorrect SRV records commonly cause registration and call setup failures for collaboration endpoints and SIP-based applications.
NEW QUESTION # 60
Refer to the exhibit.
A Webex Contact Center engineer is deploying a chat digital channel widget for Company ABC . After the chat digital channel widget code is implemented in the company website, the chat digital channel widget does not load. While investigating Webex Contact Center, engineer sees this output in the web browser .
What is causing this issue?
Answer: D
Explanation:
A Web Chat widget that is visible in configuration but does not load on the company website commonly points to an asset-domain mismatch. Cisco Webex Connect live chat assets require the website domain to be configured for the asset so the platform can validate where the widget is embedded. The exhibit shows the browser-side failure after widget code is implemented, which is consistent with the site domain not matching the domain configured for the Web Chat Asset. Missing Webex Connect flow configuration usually causes chat handling or routing failures after a chat is initiated, not the widget failing to load. A firewall block to a widget domain is possible in the real world, but the question says the engineer sees output in the browser while investigating Webex Contact Center, and the Cisco configuration control involved is the website domain on the asset. Content Security Policy allow-listing in Webex Contact Center is for desktop/embedded content behavior, not the primary asset-domain validation for web chat loading. Reference: Webex Connect Help, Livechat; Cisco Help, Set up digital channels in Webex Contact Center.
NEW QUESTION # 61
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