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Exam Code: C-TSCM42-64
Exam Name: SAP (SAP Certified Application Associate - Production - Planning & Manufacturing with SAP ERP 6.0 EHP4)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 80 Questions and Answers
Last Update: 2013-11-29

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NO.1 Which one of the following scheduling types cannot be assigned as default to an order type
(production order)?
A. Midpoint
B. Forward
C. Only capacity requirements
D. Backward
Answer: A

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NO.2 The master data for an in-house production process is to be set up in the SAP ECC system. To
do this, you should create a suitable routing that plans for five operations in an initial sequence
(10,20, 30, 40, 50). There should be an option of relocating operations 30 and 40 to a second
sequence on other work centers if there are capacity bottlenecks. What sequence type would you
use to create the second sequence in the system?
A. Substitute sequence
B. Alternative sequence
C. Parallel sequence
D. Standard sequence
Answer: B

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NO.3 A customer has been using planning strategies 30 (production by lots) and 10 (anonymous
maketo-stock production) in SAP ECC. The customer wishes to move in part to planning strategy 40
(planning with final assembly). The issue of consumption has an effect here for the first time.
Which properties apply for consumption with planning strategy 40? (Choose two.)
A. Consumption can lead to an increase of the originally planned overall production quantity.
B. Consumption can result in the subsequent specification and adjustment of planning elements in
terms of quantity and date, by means of customer orders that arrive.
C. Consumption can reduce the originally planned production quantity.
D. Consumption creates a static and binding assignment, between the planned independent
requirements recorded in advance and the customer requirements that arrive, for the entire
procurement process.
Answer: A,B

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NO.4 An enterprise based in the USA produces an end product that is used with the unit of
measure"pound" (LB). The material is now to be marketed in the EU. A prerequisite for this is that
the material can be sold with the unit kilogram (KG).
Which of the following solutions does SAP ECC offer?
A. In the basic data customizing, you create a unit of measure group that converts pounds to
kilograms. You then assign this to the material master on basic data view 1.
B. You create a new material with a reference to the original material and assign the metric unit of
measure to the new material master.
C. In the material master, you create a conversion factor for converting pounds to kilograms on
basic data view 1.
D. There is no need to take any action. There is a general conversion in the central customizing of
units of measurements, so that automatic conversion of pounds to kilograms takes place.
Answer: D

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NO.5 Which of the following activities is necessary for the capacity availability check to be carried
out automatically when a production order is released?
A. Activate the availability check and assign a checking rule to the work center for the operation to
be checked.
B. Activate the availability check and assign the check control to the plant.
C. Activate the availability check and assign an overall profile in check control for the business
function order release.
D. Activate the availability check and assign an availability checking group to the material master
for the product to be produced.
Answer: C

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NO.6 Which of the following requirements for a manufacturing plant can be supported by using
process
manufacturing? (Choose three.)
A. Master recipe-based manufacturing.
B. Material requirements planning for production resources.
C. Manufacturing without orders.
D. Variable calculation of material quantities (product output, material usage).
E. Manufacturing in charge quantities.
Answer: A,D,E

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NO.7 The user you advise requests that you make it possible for the user to produce materials for
stock,for customer orders, projects, orders and cost centers with production orders.
Where can you make settings to ensure these options?
A. Serial number profile.
B. Settlement profile.
C. Valuation variant.
D. Production scheduling profile.
Answer: B

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NO.8 In your company planning strategies are used in the SAP-ECC demand management that are
based on consumption. Which of the following statements about consumption is true? (Choose
two.)
A. A consumption situation is dynamic and is always restructured with the planning run.
B. Consumption can also take place between order reservations and planned independent
requirements, depending on the strategy.
C. Consumption always takes place on the material level between the planned independent
requirements and the planned orders.
D. The consumption parameters (consumption mode and consumption interval) can be set in the
material master or in the MRP group.
Answer: B,D

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NO.9 The company that you advise does not want to manage certain value-intensive materials in
the warehouse stock. Instead, the user wishes to control material provision in such a way that these
materials are procured directly for the production and/or process order. How can you fulfill this
request? (Choose two.)
A. Using the special procurement key subcontracting in the material master for the component
B. Using the special procurement key direct procurement/external procurement in the material
master for the component
C. Using the item type non-stock item in the bill of material for the material in question
D. Using the procurement type external procurement in the material master for the component
E. Controlling the material in question as a co-product
Answer: B,C

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NO.10 In the SAP ECC system, a material is produced with the help of production orders. Though
originally used for rate-based planning only, the planning table is to be used to plan this material.
On the initial screen of the planning table, you select this material and then receive a message
informing you that you cannot use the planning table for this material.
Which one of the following reasons for this message applies?
A. The series production indicator has not been set.
B. There is no valid production version for this material.
C. There are no planned orders or production orders present.
D. There are no requirements present.
Answer: B

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Exam Code: C-PXSUP-90
Exam Name: SAP (SAP Certified Associate - Support Consultant for Incident Management with SAP Business All-in-One)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 80 Questions and Answers
Last Update: 2013-11-29

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NO.1 What is the function of the F4 key? (Choose two)
A. Display the possible entries.
B. Search for possible entries.
C. Add or remove a value to/from the list of possible entries.
D. Display documentation on possible entries.
Answer: A,B

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NO.2 Which information is displayed when you choose the menu path System - Status?
(Choose two)
A. Transaction Code, for example, VA01
B. Development Class (Package), for example, VA
C. Database platform and release, for example, Oracle 8.0.5.1.1
D. Customer Number
Answer: A,C

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NO.3 Which of the following transactions allows you to find out whether a particular ABAP
program (for
example, RMMMPERI or Z_DELETE_ALL_FI_DATA) has been executed at a certain time in
the past.?
(Choose two)
A. SM50 (Workprocess overview)
B. SM66 (Systemwide Workprocess overview)
C. ST03 (Workload analysis)
D. ST03N (Workload analysis)
Answer: C,D

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NO.4 What kind of function modules may include changes to database tables? (Choose two)
A. Normal function module
B. Remote enabled function module
C. Update function module
D. No function modules at all. Database changes are usually not performed in function
module.
Answer: B,C

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NO.5 How can you switch to the debugging mode?
A. Enter /h in the command field
B. Enter /debug in the command field
C. Enter /debugging in the command field
D. Choose Help? Debugging
Answer: A

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NO.6 You have to analyze a job that is currently processing a long running SELECT
statement on a
database table. Via transaction 'SM50 - details', you see that the read does not finish.
What can you do?
A. You have to wait until the program returns from the database. Afterwards, you can
continue analysis
(for example, with debugging or SQL-Trace).
B. You can analyze the currently processed statement using ST04 - detailed analysis.
C. You can analyze the currently processed statement by starting the SQL-Trace (ST05).
Answer: B

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NO.7 Which of the following are events of a report program? (Choose two)
A. AT LINE-SELECTION
B. INITIALIZATION
C. PARAMETERS
D. AT TITLE-PAGE-OUTPUT
Answer: A,B

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NO.8 Which tool of the ABAP Workbench do you use to create global date types and
database tables?
A. ABAP Editor
B. Data Dictionary
C. Screen Painter
Answer: B

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NO.9 How long are local system log entries kept available in SM21?
A. Until the next system restart
B. Until the entry is overwritten (circular file)
C. Until the name of the system log file is changed manually
D. Until the records are replicated to the central system log (usually after one hour)
Answer: B

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NO.10 What can you do if a program behaves differently in batch than in a dialog? (Choose
two)
A. Search globally in the program for SY-BATCH.
B. Run the program in dialog and change SY-BATCH in the debugger to simulate batch
processing.
C. Run the program in batch and click on DEBUGGING.
D. Run the program in batch and select Environment Analysis.
Answer: A,B

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Exam Code: C_THR12_66
Exam Name: SAP (SAP Certified Application Associate - Human Capital Management with SAP ERP 6.0 EHP6)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 80 Questions and Answers
Last Update: 2013-11-29

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NO.1 You are setting up a time management process where all times are recorded. You want to
allow
the administrator to maintain alternate work schedules. Which method would you choose?
A. Positive time management with the addition of IT2004 (Availability)
B. Negative time management with the addition of IT2004 (Availability)
C. Negative time management with the addition of IT2003 (Substitutions)
D. Positive time management with the addition of IT2003 (Substitutions)
Answer: D

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NO.2 Which two switches are mandatory to activate the integration between Personnel
Administration
and Organizational Management? (Choose two)
A. PLOGI ORGA
B. PLOGI PLOGI
C. PLOGI EVENB
D. PLOGI EVPAC
E. PLOGI PRELI
Answer: A,B

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NO.3 An employee was on vacation. In addition to entering a vacation absence record, the
employee
also wants to create an overtime record on the same day. Which elements must be configured to
prevent this scenario? (Choose two)
A. The reaction indicator
B. The absence/attendance class
C. The time constraint class
D. The collision class
E. The availability indicator
Answer: A,C

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NO.4 You need to set up a reminder to notify the customer about the expiry of probation periods of
employees one month in advance. The probation period is 3 months. What do you need to do?
(Choose two)
A. Define default values with DATAR feature.
B. Select Lead/Follow-Up Time and Operator Values on IT0041 (Date Specifications).
C. Set up a background job of the Date Monitoring report.
D. Set up a dynamic action that creates an IT0019 (Monitoring of Tasks) record during a hiring or
rehiring action.
Answer: C,D

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NO.5 Your employee receives a pay raise effective July 1st of the current year. What is the
recommended way to update IT0008 (Basic Pay)?
A. Choose the Delimit function and change the end date to June 30th.
B. Change the existing record effective July 1st.
C. Create a new record effective July 1st and delete the old record.
D. Create a new record effective July 1st.
Answer: D

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NO.6 Which report identifies and creates missing objects relevant for consistent integration
between
Personnel Administration and Organizational Management?
A. RHINTECHECK
B. RPUDEL20
C. RHINTE20
D. RPUDELPN
Answer: C

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NO.7 Which is the typical sequence of steps in an ASAP roadmap?
A. • Business Blueprint
• Project Preparation
• Final Preparation
• Realization
• Go Live Support
B. • Project Preparation
• Business Blueprint
• Realization
• Final Preparation
• Go Live Support
C. • Project Preparation
• Final preparation
• Business Blueprint
• Realization
• Go Live Support
D. • Project Preparation
• Realization
• Business Blueprint
• Final Preparation
• Go Live Support
Answer: B

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NO.8 In which logical database are you able to restrict the InfoSet using an object type?
A. PLOGI
B. PCH
C. PAP
D. PNPCE
Answer: B

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NO.9 Which of the following are standard prerequisites for an employee to use the Manager's Self
Service? (Choose three)
A. The organizational structure has been developed for the company.
B. The employee is designated as a manager using the organizational key on IT0001
(Organizational Assignment).
C. The employee holds the chief position of an organizational unit.
D. The employee has an active user ID assigned on IT0105 (Communication).
E. The employee has authorization to use PA20 (Display Master Data) to display their employees'
data.
Answer: A,C,D

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NO.10 When processing payroll, the Payroll Administrator receives the error message "Division by 0 is
not possible" for one employee.
What could have caused this error?
A. The employee does not have an IT0008 (Basic Pay) with work hours per period.
B. The employee does not have a valid time management status assigned on IT0007 (Planned
Working Time).
C. Feature SCHKZ defaults the wrong work schedule rule on IT0007 (Planned Working Time).
D. Feature LGMST defaults the wrong indirect amount on IT0008 (Basic Pay).
Answer: A

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Exam Code: C-TAW12-71
Exam Name: SAP (SAP Certfied Development Associate - ABAP with SAP NetWeaver 7.02)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 79 Questions and Answers
Last Update: 2013-11-29

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NO.1 Which of the following part of SAP business suite. (3 Answers)
A. SAP Design By one
B. SAP Design All
C. Product life cycle management
D. ERP
E. CRM
Answer: CDE

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NO.2 In a table, when buffering settings are switched on and buffering style is single,What would
be the option .
A. SELECT SINGLE.
B. SELECT SINGLE...... UPDATE
C. SELECT... LOOP
D. One more option
Answer: A

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NO.3 What are the parameters of Functional method. (2 answer)
A. Importing
B. Exporting
C. Changing
D. Returning
E. Transporting
Answer: AD

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NO.4 There are two classes CL_SUPER and CL_SUB. Class CL_SUPER has method say
SUPER_METHOD and CL_SUB has a method SUB_METHOD.[This q gave me confidence and put me
into confusion!!....what is wrong (TRICKY thing is they dint mention CL_SUB is inherited from
CL_SUPER )].
DATA: GO_SUPER type ref to CL_SUPER,
GO_SUB type ref to CL_SUB.
A. GO_SUPER->SUPER_METHOD.
B. GO_SUPER->SUB_METHOD.(i CHOSE THIS BUT PLEASE READ THE QWELL)
C. GO_SUB->SUB_METHOD.
D. GO_SUB->SUPER_METHOD.
Answer: A

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NO.5 When you press Double_Click, What will happen.
A. Handler class.
B. Handler method.
C. event handler class method triggers
D. 2 more options.
Answer: C

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NO.6 What is defined in ABAP Dictionary. (3 answer)
A. Type tools.
B. Transparent tables.
C. Domains.
D. Internal tables
E. Methods
Answer: ABC

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NO.7 What are the components of ABAP Workbench.(3 answer)
A. Function builder.
B. Class Builder
C. Screen Painter
D. Two more options.
Answer: ABC

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NO.8 What you can do in class builder.
A. Local class and Local interface from your local program.
B. Redefine classes and interfaces.
C. When you can define global class, you can use in F8 Function.
Answer: ABC

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NO.9 Size of Integer.
A. 8 bytes
B. 6 bytes
C. 4 bytes
D. Assigns as you declare the value.
Answer: C

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NO.10 When is the authorization of user checked for entering data.
A. When entered.
B. At selection screen
C. At selection screen Output
D. End of page.
Answer: B

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Exam Code: 200-047
Exam Name: Isilon (Isilon Certified Integration Engineer Exam for OneFS 6.5)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 89 Questions and Answers
Last Update: 2013-11-29

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NO.1 A customer needs to prevent accidental deletion or alteration of critical or archived data. They have
used a WORM storage setup in the past, but are not required to be WORM compliant. What Isilon license
would enable them to have this type of feature?
A. SmartConnect
B. SmartLock
C. SmartSecure
D. SmartCache
Answer: B

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NO.2 Which of the following client access protocols are enabled by default on OneFS 6.0 and 6.5?
A. NFS, CIFS & FTP
B. CIFS, FTP & HTTP
C. SMB & NFS
D. NFS, SMB, FTP & HTTP
Answer: C

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NO.3 Which of the following is the Active Directory domain identifier used by an Isilon cluster when allocating
SIDs?
A. I-1-144-1
B. I-1-20-2
C. S-1-22-1
D. S-1-20-2
Answer: C

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NO.4 How many Accelerator nodes are recommended per NL node in a cluster?
A. 4 NL nodes for the first Accelerator and 3 NL nodes for each additional accelerator
B. 3 NL nodes for the first Accelerator and 3 NL nodes for each additional accelerator
C. 5 NL nodes for the first Accelerator and 3 NL nodes for each additional accelerator
D. 4 NL nodes for the first Accelerator and 4 NL nodes for each additional accelerator
E. 3 NL nodes for the first Accelerator and 4 NL nodes for each additional accelerator
Answer: A

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NO.5 Which of the following are required to support InsightIQ 2.0? (Choose 2)
A. Product license
B. SMB connectivity
C. File System Analytics
D. Virtualized environment
E. NFS connectivity
Answer: A,D

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NO.6 How many NAS heads can an Isilon cluster support?
A. 1
B. 2
C. 4
D. None. Isilon cluster do not use NAS heads.
Answer: D

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NO.7 What does the on-disk identity type supports both UNIX and Windows clients?
A. CIFS
B. Native
C. Compatible
D. Each on-disk identity supports only one type of client
Answer: B

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NO.8 Select the standard ACL policies options? (Choose 4)
A. SMB only
B. UNIX only
C. Balanced
D. NFS only
E. Windows Only
F. Manual Configuration
Answer: B,C,E,F

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NO.9 Which of the following is supported by NFSv4 on an Isilon cluster? (Choose 3)
A. Oplocks
B. State
C. Windows ACLs
D. TCP
E. UDP
F. NLM
G. Byte range locks
Answer: B,C,D

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NO.10 When a file is saved to an Isilon cluster, which node creates the data and parity stripes?
A. The stripes are assigned to two separate nodes for calculation.
B. The node connected to the client.
C. The node with the least amount of read / write activity.
D. All nodes use Round Robin to take turns calculating the stripes.
Answer: B

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NO.11 What does Isilon s single file system in an Isilon cluster eliminate? (Choose 3)
A. A unified namespace
B. RAID
C. Volumes
D. Multiple local file systems
E. Ease of management
Answer: B,C,D

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NO.12 Legacy LDAP does not allow what action on passwords.?
A. Encryption of passwords
B. Unencrypted passwords
C. Transfer of passwords to windows clients
D. Reading of passwords by windows clients
Answer: A

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NO.13 In what directory are cluster logs stored?
A. /var/log
B. /ifs
C. /ifs/log$
D. /var/.ifsvar
Answer: A

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NO.14 Which node should be assigned the SmartConnect Service IP address?
A. The node with the lowest LNN
B. Only nodes servicing SMB clients
C. All nodes can use the SmartConnect Service IP
D. Only nodes servicing NFS clients
E. None
Answer: E

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NO.15 A customer would like a new Isilon cluster. There are two requirements, which are long term storage for
data files and video files that need to be edited. What two node types best serve these needs? (Choose 2)
A. S200
B. S400
C. X400
D. NL400
Answer: A,D

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Exam Code: 132-S-712
Exam Name: Avaya (Specialist: Avaya Proactive Contact Solutions Design Elective Exam)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 62 Questions and Answers
Last Update: 2013-11-29

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NO.1 The Avaya Proactive Contact access server provides which two functions within the system? (Choose
two.)
A.connects calls to agents
B.manages the internal LAN
C.serves as a dial-in point for access to the digital switch and CPU
D.is the interface that supervisors and agents use on their computers
Answer:B C

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NO.2 What is Update Time?
A.the time period that begins when the agent greets the customer and ends when the customer hangs up
B.the time period that begins when the customer hangs up and ends when the agent releases the
customer record
C.the time period that begins when the agent releases the customer record and ends when the agent
receives the next call
D.the time period that begins when the customer first tells the agent pertinent information and the agent
records it and ends when the agent releases the record
Answer:B

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NO.3 You are using the Avaya Solution Designer. What is the correct input on the ACD line on the Predictive
Agent Blend software screen for an Avaya Proactive Contact System using Predictive Agent Blending
with one ACD?
A.leave line blank
B.type in the number 1
C.leave line at the default (0)
D.type in the ACD brand name
Answer:C

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NO.4 Which feature meets the needs of customers who want to run jobs that play messages to both phones
answered by live customers and phones answered by answering machines?
A.Autowrap
B.Virtual Agent
C.Agent Blending
D.Managed Dialing
Answer:B

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NO.5 Which two telemarketing situations would merit greater than a 2:1 line to agent ratio? (Choose two.)
A.using unconfirmed contact data
B.using one of the call blending solutions
C.using unsolicited calling lists (cold calling individuals)
D.calling customers with multiple contact numbers (home, business, etc.)
Answer:A C

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NO.6 Which tool is new to the Editor Application in the Avaya Proactive Contact Supervisor software?
A.verification of jobs
B.record selection reports
C.messages files and scripts
D.IVR fields in record selections
Answer:C

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NO.7 When using the Avaya Solution Designer tool, the License Quantity for Agent Connections should be
equal to the total number of _____.
A.agents in a typical shift
B.simultaneous headset connections
C.inbound lines purchased by the customer
D.outbound lines purchased by the customer
Answer:B

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NO.8 Your customer has a group of agents that handle clerical and other duties and who handle calls only
when needed. A supervisor notifies these agents when they need to answer calls because calls are
queueing or being abandoned. However, the response is often too late to be of much help and the result
is many abandoned calls. Which Avaya Proactive Contact feature meets this customer's needs?
A.Virtual Agent
B.Person to Person
C.Intelligent Call Blending
D.Native Voice & Data Transfer
Answer:B

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NO.9 Your customer has difficulty sorting through their current system's reports to give supervisors
information that pertains only to their particular group. Which feature should in Avaya Proactive Contact
meets the customer's need?
A.Shared Lists
B.Unit Work List
C.List Distribution
D.Hierarchy Manager
Answer:D

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NO.10 Your customer runs a collections call center. When an inbound call comes in, your customer wants be
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inbound call. Which feature automatically marks records as uncallable on outbound jobs if the agent uses
a code indicating an inbound call resulted in a payment from the customer?
A.Do Not Call
B.Sales Verification
C.Generic Postupdate
D.Realtime Campaign Update
Answer:D

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Exam Code: 132-S-708
Exam Name: Avaya (Avaya Voice Self-Service Design Elective Exam)
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
Total Q&A: 77 Questions and Answers
Last Update: 2013-11-29

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NO.1 .A healthcare company operates a mail order prescription business. Its contact center primarily
takes orders from existing and new customers. Upper management has decided not to implement
an Avaya Voice Self-Service solution, but use a competitor instead. The IT staff believes that once
they implement the new system, it will not operate as advertised. The IT staff asks you what they
can do to ensure that their application development time is not wasted in the event that they
ultimately decide to migrate to Avaya Voice Portal in the future. What is the most cost-effective
advice you can give the IT staff?
A. Advisethem to create their application using the competitor's proprietary tool set.
B. Advise them to create an application that exposes the weaknesses of the competitor platform.
C. Advisethem to escalate the decision about the platform since it will be very difficult to convert
later on.
D. Advise them to create their application inVoiceXML so that there will be portability to Avaya
Voice Portal.
Answer: D

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NO.2 .A thriving mail order business has a busy contact center that takes orders from existing and new
customers. To process routine orders and reduce staffing costs, they have chosen to implement
an Avaya Voice Self-Service solution. They want a sophisticated seamless solution for routing
calls to agents. They want callers to be identified, serviced (provide routine information), and
routed to an agent with minimal input from the caller.
Which two speech elements would be required to implement this solution? (Choose two.)
A. Voice over IP (VoIP)
B. Text-to-Speech (TTS)
C. Speech Recognition (SR)
D. Speech Application Builder (SAB)
Answer: B,C

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NO.3 .Which two represent native capabilities of Avaya Dialog Designer? (Choose two.)
A. Speaker Verification
B. Application Simulation
C. TAS Application Development
D. VoiceXML Application Development
Answer: B,D

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NO.4 .Which two hardware components are required for Avaya Interactive Response (IR) using Voice
over IP? (Choose two.)
A. NMS boards
B. Dialogic boards
C. SunSparc-based server
D. Communication Manager
Answer: C,D

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NO.5 Which integration alternative provides optimal routing to an agent based on information gathered
at any given point within a Voice Self-Service application?
A. Avaya Interaction Center
B. Avaya Proactive Contact
C. Avaya Operational Analyst
D. Avaya Interactive Intelligence
Answer: A

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NO.6 .Which three elements are required to run an Avaya Voice Portal solution with a speech
application? (Choose three.)
A. Speech Server
B. Domain Controller
C. Media Processing Platform (MPP)
D. Voice Portal Management System (VPMS)
E. Lightweight Directory Access Protocol (LDAP)
Answer: A,C,D

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NO.7 .Your customer's company has extensive web services architecture. All communication with
customers has been through web chat and email. Customer demand has required the company to
setup a call center. They can only afford to staff a few agents, and firmly believe that a speech
application that accesses their existing web services would fulfill 70-80% of their incoming calls.
Which solution would meet their requirements?
A. Avaya Voice Portal and IVR Designer
B. Avaya Interactive Response and IVR Designer
C. Avaya Voice Portal and Avaya Dialog Designer
D. Avaya Interactive Response and Avaya Dialog Designer
Answer: C

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NO.8 .A customer wants to answer technical support questions 24x7 yet avoid paying for increased
staffing for night and weekends. Forty-five percent of agent calls are simple fixes that include
power-down and power-up support, explaining where to obtain the three-page troubleshooting
document, and the faxing of that document. Agents also sell post-warranty maintenance plans and
currently have only a 5% take rate due to high call volumes from new customers. One solution is
to off-load agent calls with an Avaya Voice Self-Service solution. Which two activities are
specifically targeted at reducing operational expenses and meeting business requirements?
(Choose two.)
A. Expensive customer service agents should not have to answer routine information requests.
B. Technical support calls should be delivered to customer service agents during the night and
weekend shifts.
C. Caller's intent should be effectively and consistently identified and then routed to a self-service
transaction or an agent.
D. Overflow calls should be routed to a voicemail system where they can describe their problem
and get a callback with the solution.
Answer: A,C

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NO.9 .A thriving mail order business has a busy contact center that takes orders from existing and new
customers. This business has chosen to implement an Avaya Voice Self-Service solution to
process routine orders to reduce the staffing costs. What are three benefits that this company can
expect to derive from implementing an Avaya Voice Self-Service solution? (Choose three.)
A. Agents can focus on complex customer issues.
B. Solution provides an effective 1-way voicemail solution.
C. Answers to common questions are available at any time.
D. Callers are connected directly to the agent of their choice.
E. Callers can be directed to routine information without agent assistance.
Answer: A,C,E

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NO.10 .Which two methods can be used to get and put data between Avaya Interactive Response (IR)
and Avaya Interaction Center (IC)? (Choose two.)
A. LAN Gateway
B. DLG Connector
C. VOX Connector provided with IC
D. IC Connector provided with Avaya Dialog Designer
Answer: C,D

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NO.11 .Which two hardware components are required for Avaya Voice Portal using Voice over IP?
(Choose two.)
A. NMS boards
B. Dialogic boards
C. Intel/AMD server
D. Communication Manager
Answer: C,D

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NO.12 .A company has decided to enter the ISV business and create custom Voice Self-Service
applications for Avaya platforms. They want to learn a single tool set and would like to be in this
business for the foreseeable future. Which skill set should they develop to be compatible with
current and future Voice Self-Service applications?
A. IVR Designer andVoiceXML
B. Dialog Designer andVoiceXML
C. Voice@Work and ScriptBuilder
D. IVR Designer and Transaction Assembly Script
Answer: B

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NO.13 .A customer currently has one contact center in Denver using Avaya Interactive Response (IR).
They use TDM, Speech Recognition (ASR), and Text-to-Speech (TTS). In addition to these
features, their applications are all written in TAS. They are very satisfied with the state of their
current applications. They are opening a new facility in another location and want to have the
same Voice Self-Service applications in this new location. They need the new location operational
in four weeks. Cost is an issue. Since cost and expediency are primary concerns, what would you
suggest to add Voice SelfService capacity to the new location?
A. Add Avaya Voice Portal systems/ports in the new location.
B. Add Avaya Dialog Designer systems/ports in the new location.
C. Add Avaya Interactive Response systems/ports in the new location.
D. Add Avaya Interactive Response systems/ports to the primary location.
Answer: C

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NO.14 .Which two application servers are supported by Avaya Dialog Designer? (Choose two.)
A. Microsoft IIS
B. Apache Tomcat
C. IBMWebSphere
D. Oracle J2EE Web Server
Answer: B,C

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NO.15 .An Avaya Voice Self-Service customer has a limited service contract for IT and
telecommunications. They only have staff available from 9 a.m. to 5 p.m.; otherwise they are
available using a pager. The contact center uses Avaya contact center and reporting solutions.
The contact center has staff onsite 24 hours a day. They actively monitor their agent pool and
have offered to monitor Voice Self-Service ports if they can have access to the data center to
monitor the system's health. There are significant security concerns with providing this type of
access to non-technical staff. Which alternative would allow the contact center personnel some
monitoring capabilities?
A. Place the self-service ports behind the Communication Manager; monitor the ports on the Call
Management System (CMS) using real-time reports.
B. Place the self-service ports in front of the Communication Manager; monitor the ports on the
Call Management System (CMS) using real-time reports.
C. Place the self-service ports behind the Communication Manager; turn on RedirectOn No-
Answer (RONA) to route calls to supervisory personnel when ports go out of service.
D. Place the self-service ports in front the Communication Manager; turn on Redirect On No-
Answer (RONA) to route calls to supervisory personnel when ports go out of service.
Answer: A

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