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Cisco 300-830 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Analytics and optimization - Third-party integrations and APIs - Advanced workflow design - AI-powered routing and automation |
| Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
| Telephony and Call Routing | 30% | - Telephony integration configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice channel troubleshooting - Voice call routing components configuration |
| Tenant Configuration and Reporting | 30% | - Call recording configuration - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - User and team configuration - Agent and supervisor desktop setup |
Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop. Which system meets the requirements for WebRTC as the agent phone device?
- A.
- B.
- C.
- D.
Correct Answer: D 🗳️
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A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
- A. Associate agents directly with the queue.
- B. Assign skill criteria to the agent teams that are grouped into call distribution groups.
- C. Assign skill profile directly to agents.
- D. Associate skill criteria to the queues.
- E. Assign call distribution groups to queues.
Correct Answer: B,D 🗳️
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An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?
- A. Queue transfers disable post-call events globally
- B. Internal transfers terminate the original contact flow context
- C. Experience Management requires UCCX integration
- D. Survey templates are limited to outbound calls
Correct Answer: B 🗳️
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A user requires these capabilities:
- Participate in telephone campaigns.
- Speak to an agent without the customer hearing.
What is the least privileged role that provides the required capabilities?
- A. Premium Agent
- B. Administrator
- C. Standard Agent
- D. Supervisor
Correct Answer: D 🗳️
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A customer requires secure remote access for mobile Webex users without deploying VPN clients. Which Cisco architecture supports this requirement?
- A. Expressway Mobile and Remote Access
- B. HSRP gateway redundancy
- C. MPLS Layer 3 VPN
- D. CUCM Extension Mobility
Correct Answer: A 🗳️
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Dawn -
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