Huawei HCSP-Presales-Service(AICC) V1.0 : H21-287_V1.0 Exam

  • Exam Code: H21-287_V1.0
  • Exam Name: HCSP-Presales-Service(AICC) V1.0
  • Updated: Oct 07, 2026
  • Q & A: 132 Questions and Answers

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About Huawei HCSP-Presales-Service(AICC) V1.0 : H21-287_V1.0 Exam Questions

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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

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

Question #1

What is the fundamental technical difference between "Skill-Based Routing" and "Behavioral Routing" in an advanced AICC ICD implementation?

  • A. They are synonymous terms for the same functionality.
  • B. Skill-Based Routing uses agent proficiency levels, while Behavioral Routing analyzes real-time customer sentiment to select an agent.
  • C. Skill-Based Routing is for voice calls only, while Behavioral Routing is for digital channels.
  • D. Skill-Based Routing is configured statically, while Behavioral Routing is always dynamic and requires no configuration.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #2

Which AICC feature allows an interaction to be routed based on the customer's estimated value or potential value to the business?

  • A. Skills-Based Routing
  • B. Time-Based Routing
  • C. Circular Routing
  • D. Value-Based Routing
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #3

What is the primary benefit of using a "hybrid" AICC deployment model (combining on-premises and cloud components)?

  • A. It is the simplest to manage.
  • B. It allows the customer to keep sensitive data on-premises while leveraging cloud scalability for variable workloads.
  • C. It is always the cheapest option.
  • D. It does not require an internet connection.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #4

For a predictive dialer campaign, which algorithm parameter is most crucial to optimize in order to balance agent utilization and minimize the number of abandoned calls (where a person answers but no agent is available)?

  • A. The average call duration.
  • B. The dialing ratio (number of lines dialed per available agent).
  • C. The time zone of the numbers being dialed.
  • D. The call transfer time.
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #5

In AICC reporting, what is the significant difference between "Service Level" and "Service Level Target"?

  • A. Service Level applies to emails, and Service Level Target applies to calls.
  • B. Service Level Target is managed by the IVR, and Service Level is managed by the ICD.
  • C. They are identical terms.
  • D. Service Level is a historical calculation, while Service Level Target is a goal set in the configuration.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

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