H21-287_V1.0 exam dumps

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  • Exam Code: H21-287_V1.0
  • Exam Name: HCSP-Presales-Service(AICC) V1.0
  • No. of Questions: 132 Questions and Answers
  • Updated: Oct 05, 2026

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Huawei H21-287_V1.0 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: AICC Product Knowledge30%- Integration with third-party systems (CRM, billing, etc.)
- UAP (Unified Agent Platform) features and specifications
- CTI, IVR, recording and other core modules
- ICD (Intelligent Call Distributor) principles and functions
Topic 2: Presales Capability and Case Analysis25%- Common questions and solutions
- Typical project cases and best practices
- Solution proposal and quotation preparation
- Competitive analysis and differentiation
Topic 3: AICC Solution Overview20%- Architecture and components of AICC solution
- Typical application scenarios and value
- Basic concepts and positioning of AICC
Topic 4: AICC Solution Design25%- Security and compliance considerations
- High availability and disaster recovery design
- Capacity planning and network design
- Requirement analysis and solution planning

Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:

Which component in the AICC architecture is most directly responsible for translating a customer's web chat text into a structured intent that can be used for automated responses or routing?

  • A. CTI Server
  • B. Natural Language Processing (NLP) Engine
  • C. ICD Router
  • D. Media Server
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?

  • A. The real-time wallboard.
  • B. An Omni-channel Interaction Journey Report
  • C. A separate report for each channel.
  • D. The agent performance report.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Which AICC reporting metric is calculated as (Number of Calls Answered Within Threshold) / (Total Calls Offered) * 100?

  • A. Service Level (%)
  • B. Abandonment Rate
  • C. Agent Utilization
  • D. Average Speed of Answer
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Which SIP response code indicates a successful call redirect?

  • A. 302 Moved Temporarily
  • B. 486 Busy Here
  • C. 200 OK
  • D. 404 Not Found
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Which factor is most critical when designing the user experience (UX) for the IVR self-service system?

  • A. The background music should be popular songs.
  • B. The number of options should be minimized, and the menu structure should be logical to avoid caller frustration.
  • C. The IVR should never transfer the caller to an agent.
  • D. The voice of the recorded prompts should be very friendly.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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