Nortel NNCSS-Symposium Web Center Portal 920-114 Certified Exam Dumps

920-114 Exam Dumps

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Certification Provider: Nortel
Exam Code / Number: 920-114
Exam Name: NNCSS-Symposium Web Center Portal
Exam Questions: 100
Corresponding Certification: Nortel Other Certification

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Nortel 920-114 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Interaction Management- Agent interaction workflows
  • 1. Agent assignment and queue handling
    • 2. Email-based response processing
      - Web inquiry handling
      • 1. Routing of customer web requests
        • 2. Response templates and automation concepts
          Topic 2: Symposium Web Center Portal Architecture- Deployment architecture
          • 1. Email and web inquiry handling workflows
            • 2. Web portal integration with contact center infrastructure
              - System overview and components
              • 1. Integration with Symposium Call Center Server
                • 2. Web-based customer interaction routing
                  Topic 3: System Configuration and Administration- Portal configuration
                  • 1. Service routing configuration
                    • 2. Web Center Portal setup and integration
                      - Monitoring and reporting
                      • 1. Tracking customer inquiries
                        • 2. Reporting tools and metrics
                          Topic 4: Troubleshooting and Operations- Operational maintenance
                          • 1. Issue diagnosis in web routing workflows
                            • 2. System performance monitoring
                              - Integration issues
                              • 1. Call center server connectivity issues
                                • 2. Web portal communication failures


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