Icce 1 Mock Exam

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Banaogc09
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Quizzes Created: 1 | Total Attempts: 76
Questions: 40 | Attempts: 76

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Mock Test Quizzes & Trivia

Reviewer in preparation for ICCE 1 Certification Exam


Questions and Answers
  • 1. 

    List some of the capabilities the CIC application provides

    • A.

      Interaction Client a unified interaction control interface

    • B.

      Enteprise PBX & IP-PBX call processing functions

    • C.

      Enterprise wide presence management & unified communications

    • D.

      Robust unified messaging (e-mail, faxing, voicemail) for business users and agents where appropriate

    • E.

      Expanded voicemail features

    • F.

      ACD capabilities with comprehensive universal queuing options

    • G.

      Interaction Scheduler

    • H.

      IVR for self service automation

    • I.

      Intelligent speech recognition, including DTMF

    • J.

      Skills based routing

    • K.

      Interaction Tracker

    • L.

      Web based interaction managements

    • M.

      Built in mutli-lingual support

    • N.

      Blind Transfer

    Correct Answer(s)
    A. Interaction Client a unified interaction control interface
    B. Enteprise PBX & IP-PBX call processing functions
    C. Enterprise wide presence management & unified communications
    D. Robust unified messaging (e-mail, faxing, voicemail) for business users and agents where appropriate
    E. Expanded voicemail features
    F. ACD capabilities with comprehensive universal queuing options
    H. IVR for self service automation
    I. Intelligent speech recognition, including DTMF
    J. Skills based routing
    K. Interaction Tracker
    L. Web based interaction managements
    M. Built in mutli-lingual support
    Explanation
    Please see ICCE 1 Chapter 2 Module 2.1 - page 4

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  • 2. 

    Which part of the IC shows all users in the system

    • A.

      Company Archive

    • B.

      Company Directory

    • C.

      Company Planner

    • D.

      Company Profiler

    Correct Answer
    B. Company Directory
    Explanation
    Please see ICCE1 Chapter 17 Module 17.1 page 6

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  • 3. 

    What is client / server update system?

    • A.

      Interactive Update Setup System

    • B.

      Interaction Update

    • C.

      Interactive Update

    • D.

      Interaction Update System

    Correct Answer
    C. Interactive Update
    Explanation
    See Chapter 7 Module 7.3

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  • 4. 

    What system is used for ongoing maintenance

    • A.

      Interaction Administrator

    • B.

      Interactive Administrator

    • C.

      Interaction Maintenance

    • D.

      Interactive Maintenance

    Correct Answer
    A. Interaction Administrator
    Explanation
    The correct answer is "Interaction Administrator" because it is the system used for ongoing maintenance. This system is responsible for managing and maintaining the interactions between different components or systems. It ensures that the interactions are functioning properly and any issues or updates are addressed promptly. The term "Interactive Administrator" is not a commonly used or recognized term in the context of ongoing maintenance, and the options "Interaction Maintenance" and "Interactive Maintenance" do not specifically refer to a system or tool used for ongoing maintenance.

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  • 5. 

    What is used to perform initial configuration of the system

    • A.

      Setup Assistance

    • B.

      Setup Assistant

    • C.

      Configuration Assistant

    • D.

      Initial Setup Assistant

    Correct Answer
    B. Setup Assistant
    Explanation
    The Setup Assistant is used to perform the initial configuration of the system. It helps users set up their device by guiding them through the essential settings and preferences. This includes tasks such as selecting the language, connecting to a network, creating a user account, and transferring data from another device. The Setup Assistant ensures a smooth and hassle-free setup process for users, allowing them to quickly get their system up and running.

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  • 6. 

    What are the 4 test that you would perform to make sure the IC is functioning correctly

    • A.

      Call from internal to another internal phone

    • B.

      Call from an internal phone to an external phone

    • C.

      Call from an external phone to an internal phone

    • D.

      Retrieve voicemail

    • E.

      Call from external to an external phone

    • F.

      Call 911 and wait for the voicemail.

    Correct Answer(s)
    A. Call from internal to another internal phone
    B. Call from an internal phone to an external phone
    C. Call from an external phone to an internal phone
    D. Retrieve voicemail
    Explanation
    The answer includes four tests that cover different aspects of the IC's functionality. The first three tests involve making calls between internal and external phones, which checks if the IC can handle both internal and external communication. The fourth test involves retrieving voicemail, which tests the IC's ability to store and retrieve messages. The answer does not include the test of calling from external to external phone or calling 911, as these are not necessary to ensure the IC's basic functionality.

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  • 7. 

    What server would be used if you wanted to use chat?

    • A.

      Web Server

    • B.

      Chat Server

    • C.

      Message Server

    • D.

      IC Server

    Correct Answer
    A. Web Server
    Explanation
    A web server would be used if you wanted to use chat because chat applications typically run on web-based platforms. Web servers are responsible for hosting websites and serving web pages to users. Chat functionality can be implemented within a website using technologies such as WebSocket or AJAX, allowing users to communicate in real-time. Therefore, a web server would be the appropriate choice for hosting and running a chat application.

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  • 8. 

    What server would you used for reporting / stats?

    • A.

      Mail Server

    • B.

      IC Server

    • C.

      Database Server

    • D.

      Messaging Server

    Correct Answer
    C. Database Server
    Explanation
    A database server would be the most suitable choice for reporting and stats. This is because a database server is specifically designed to store and manage large amounts of data efficiently. It allows for easy retrieval and analysis of data, making it ideal for generating reports and statistics. Additionally, a database server can handle complex queries and perform calculations, which are often required for generating meaningful insights from data. Therefore, a database server is the most appropriate option for handling reporting and stats requirements.

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  • 9. 

    What is the preferred installation media?

    • A.

      USB Flash Drive

    • B.

      Cloud Storage

    • C.

      LAN

    • D.

      Phone Storage

    Correct Answer
    A. USB Flash Drive
    Explanation
    The preferred installation media is a USB Flash Drive because it offers several advantages. USB Flash Drives are portable and can be easily carried around. They have a larger storage capacity compared to phone storage or cloud storage, allowing for the installation of larger software or operating systems. USB Flash Drives also provide faster data transfer speeds compared to LAN or cloud storage, ensuring a quicker installation process. Additionally, USB Flash Drives are more reliable and less prone to data loss or corruption compared to cloud storage or phone storage.

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  • 10. 

    Where can you find compatibility information?

    • A.

      Testlab

    • B.

      Confluence

    • C.

      Google

    • D.

      Manual

    Correct Answer
    A. Testlab
    Explanation
    You can find compatibility information in the testlab.

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  • 11. 

    When using password policies, which environment are you securing?

    • A.

      CIC Environment

    • B.

      Multi-site Environment

    • C.

      Development Environment

    • D.

      Switchover Environemt

    Correct Answer
    A. CIC Environment
    Explanation
    The correct answer is CIC Environment. When using password policies, you are securing the CIC (Computer Integrated Circuit) environment. This environment refers to the integration of hardware and software components in a computer system. By implementing password policies, you are ensuring the security of this integrated environment, protecting sensitive data and preventing unauthorized access.

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  • 12. 

    Where do the basic set of permissions filter down from?

    • A.

      Default User

    • B.

      User

    • C.

      Roles

    • D.

      Workgroup

    Correct Answer
    A. Default User
    Explanation
    The basic set of permissions filter down from the Default User. This means that any permissions set for the Default User will be inherited by other users, roles, and workgroups unless specifically overridden.

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  • 13. 

    Where are the 3 places user permissions filter from?

    • A.

      User

    • B.

      Roles

    • C.

      Workgroups

    • D.

      Default User

    Correct Answer(s)
    A. User
    B. Roles
    C. Workgroups
    Explanation
    User permissions filter from three different sources: User, Roles, and Workgroups. The user permissions are specific to each individual user and can be customized based on their needs and requirements. Roles define a set of permissions that can be assigned to multiple users, making it easier to manage permissions for a group of individuals with similar responsibilities. Workgroups are another way to group users and assign permissions to them collectively. By filtering permissions from these three sources, the system ensures that each user has the appropriate level of access and functionality based on their role and group affiliation.

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  • 14. 

    What is sequential routing?

    • A.

      Always routes from top to bottom

    • B.

      Always routes from bottom to top

    • C.

      Always routes from left to right

    • D.

      Always routes from right to left

    Correct Answer
    A. Always routes from top to bottom
    Explanation
    Sequential routing refers to a routing method used in various applications, such as circuit design or network routing, where the routing is performed in a sequential manner from top to bottom. This means that the routing process starts at the top of the design or network and progresses downwards, connecting the required components or nodes along the way. This approach ensures a systematic and organized routing process, allowing for efficient and reliable connections to be established.

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  • 15. 

    What is round-robin routing?

    • A.

      Remembers the order in which a call was received and then moves to the next person on the list

    • B.

      Remembers the order in which a call was not received and then moves to the next person on the list

    • C.

      Remembers the order in which a call was received and then moves to the last person on the list

    • D.

      Remembers the order in which a call was received and then moves to the first person on the list

    Correct Answer
    A. Remembers the order in which a call was received and then moves to the next person on the list
    Explanation
    Round-robin routing is a method used in telecommunications to distribute calls or tasks evenly among a group of recipients. It remembers the order in which a call was received and then moves to the next person on the list. This ensures that each recipient receives an equal number of calls or tasks before moving on to the next person. This method helps to balance the workload and ensure fairness in the distribution of calls or tasks.

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  • 16. 

    What is ACD routing?

    • A.

      Intelligent routing based on formulas and factors (ie skills)

    • B.

      Intelligent routing via admin's choices

    • C.

      Intelligent routing via supervisor's choices

    • D.

      Intelligent routing based on availability and presence

    Correct Answer
    A. Intelligent routing based on formulas and factors (ie skills)
    Explanation
    ACD routing refers to the process of intelligently directing incoming calls to the most suitable agent based on specific formulas and factors, such as their skills and expertise. This ensures that the customer is connected to the agent who is best equipped to handle their query or issue, leading to improved customer satisfaction and efficiency. This method of routing is based on a systematic approach that takes into account various factors, ensuring that the right agent is assigned to each call.

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  • 17. 

    What is group ring routing?

    • A.

      Ring all phones at the same time

    • B.

      Ring all phones consecutively

    • C.

      Ring all phones by skill

    • D.

      Ring phones by pair

    Correct Answer
    A. Ring all phones at the same time
    Explanation
    Group ring routing refers to the practice of simultaneously ringing all phones in a designated group or set. This means that when a call comes in, all phones within the specified group will ring simultaneously, allowing multiple individuals to answer the call at the same time. This approach ensures that no calls are missed and provides a more efficient and prompt response to incoming calls.

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  • 18. 

    What is custom routing?

    • A.

      Custom set that can be setup if you cannot use the other routing methods or complex requirement

    • B.

      Custom set that can be setup if you base and calcualte from agent's functionality

    • C.

      Custom set that can be setup if you want to have two or more routing method

    • D.

      This is not a valid method or types of routing

    Correct Answer
    A. Custom set that can be setup if you cannot use the other routing methods or complex requirement
    Explanation
    Custom routing refers to a set of routing rules that are specifically customized and set up when other routing methods are not suitable or when there are complex requirements. It allows for the creation of a unique routing system that caters to specific needs and constraints. This option is chosen when the standard routing methods are not applicable or when there is a need for multiple routing methods.

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  • 19. 

    What is the protocol used to route audio in IC?

    • A.

      RTP - Real-Time Transport Protocol

    • B.

      VoIP - Voice over IP

    • C.

      SIP - Session Initiation protocol

    • D.

      TLS - Transport Layer Security

    Correct Answer
    A. RTP - Real-Time Transport Protocol
    Explanation
    RTP (Real-Time Transport Protocol) is the correct answer because it is a protocol used to route audio in integrated circuits (IC). RTP is commonly used in applications such as VoIP (Voice over IP) to transmit real-time audio data over IP networks. It provides mechanisms for packetization, timing, and delivery monitoring, ensuring reliable and efficient audio transmission. VoIP and SIP (Session Initiation Protocol) are related to audio communication but are not specifically used for routing audio in IC. TLS (Transport Layer Security) is a security protocol used for encryption and authentication, not for audio routing.

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  • 20. 

    What server is responsible for handling the audio?

    • A.

      Media Server

    • B.

      Speech Server

    • C.

      Messaging Server

    • D.

      Database Server

    Correct Answer
    A. Media Server
    Explanation
    A media server is responsible for handling audio. It is designed to store, manage, and distribute multimedia content, including audio files. This server is specifically optimized for streaming and delivering audio content to clients or devices. It ensures smooth playback, quality, and efficient distribution of audio files over a network.

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  • 21. 

    How can you create a new view in IC?

    • A.

      Right Click then New View

    • B.

      From File Menu, click New View

    • C.

      From Options Menu, click New View

    • D.

      Double Click to the workspace

    • E.

      Ctrl + Alt + N

    Correct Answer(s)
    A. Right Click then New View
    B. From File Menu, click New View
    Explanation
    To create a new view in IC, you can either right-click and select "New View" or go to the File menu and choose "New View". Both options will allow you to create a new view in IC.

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  • 22. 

    What are the 2 types of login credentials to login to the client?

    • A.

      Windows Authentication

    • B.

      IC Authentication

    • C.

      Active Directory Authentication

    • D.

      Email Authentication

    Correct Answer(s)
    A. Windows Authentication
    B. IC Authentication
    Explanation
    The correct answer is Windows Authentication and IC Authentication. These are the two types of login credentials that can be used to login to the client. Windows Authentication is a method of authenticating users based on their Windows credentials, such as username and password. IC Authentication refers to the authentication process using IC (Internet Connection) credentials, which may include a username and password or other forms of authentication. Active Directory Authentication and Email Authentication are not mentioned as the types of login credentials in the given options.

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  • 23. 

    What is the interaction ID?

    • A.

      Unique ID (call id) that you can be used for troubleshooting

    • B.

      Unique ID (call id) that you can be used for login

    • C.

      Unique ID (call id) that you can be used for duplicate

    • D.

      Unique ID (call id) that you can be used for calling

    Correct Answer
    A. Unique ID (call id) that you can be used for troubleshooting
    Explanation
    The interaction ID is a unique identifier or call ID that can be used for troubleshooting purposes. It helps in tracking and identifying specific interactions or calls for analysis and resolution of any issues or problems that may arise during the communication process. By using the interaction ID, support teams or administrators can easily locate and retrieve relevant information related to a particular interaction, such as call recordings, transcripts, or metadata, which can aid in diagnosing and resolving any technical or operational problems.

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  • 24. 

    What is the main subsystem in IC?

    • A.

      Notifier

    • B.

      Interaction Processor

    • C.

      Queue Manager

    • D.

      Telephony Services

    Correct Answer
    A. Notifier
    Explanation
    The main subsystem in IC is the Notifier. This subsystem is responsible for sending notifications to agents about incoming interactions. It notifies agents through various channels such as email, desktop alerts, or mobile notifications. The Notifier plays a crucial role in ensuring that agents are promptly informed about new interactions, allowing them to provide timely and efficient customer service.

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  • 25. 

    What is the subsystem responsible for firing off events?

    • A.

      Interaction Processor

    • B.

      Admin Services

    • C.

      Client Services

    • D.

      Queue Manager

    Correct Answer
    A. Interaction Processor
    Explanation
    The Interaction Processor is responsible for firing off events. It is a subsystem that handles the processing and management of interactions, such as user inputs or system events, and triggers appropriate actions or events based on them. This subsystem plays a crucial role in event-driven systems, ensuring that events are properly handled and processed in a timely manner.

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  • 26. 

    What is the subsystem that talks directly to the hardware?

    • A.

      Telephony Services

    • B.

      Directory Services

    • C.

      Client Services

    • D.

      Interaction Processor

    Correct Answer
    A. Telephony Services
    Explanation
    Telephony Services is the correct answer because it is the subsystem that directly communicates with the hardware. Telephony Services handle the functions related to telecommunication, such as making and receiving phone calls, managing phone lines, and controlling hardware components like modems and telephony cards. This subsystem acts as an interface between the software applications and the hardware, allowing them to interact and perform telephony-related tasks.

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  • 27. 

    What are the 2 items that are required in order to install IC on a server?

    • A.

      User has to be a domain member (user) and local administrator

    • B.

      User has to be a domain member (user) and local user

    • C.

      User has to be a domain member (user) and local guest

    • D.

      User has to be a domain member (user) and remote user

    Correct Answer
    A. User has to be a domain member (user) and local administrator
    Explanation
    To install IC (Integrated Circuit) on a server, two items are required: the user has to be a domain member and a local administrator. Being a domain member allows the user to have access to the server within the network, while being a local administrator grants the necessary privileges to install and configure the IC on the server. This combination of domain membership and local administrative rights ensures that the user has the necessary permissions and access levels to successfully install the IC on the server.

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  • 28. 

    What is the basic station license?

    • A.

      It serves as the audio path between the endpoint and the IC server

    • B.

      Give access to be able to use the client

    • C.

      It serves as the audio path between the endpoint and the client station

    • D.

      Give access to be able to use the IC server

    Correct Answer
    A. It serves as the audio path between the endpoint and the IC server
    Explanation
    The basic station license serves as the audio path between the endpoint and the IC server. This means that it allows for the transmission of audio between the two points, enabling communication and interaction. The license ensures that the endpoint and the IC server are connected in terms of audio, facilitating the smooth functioning of the system.

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  • 29. 

    What is the client license?

    • A.

      It serves as the audio path between the endpoint and the IC server

    • B.

      Give access to be able to use the client

    • C.

      It serves as the audio path between the endpoint and the client station

    • D.

      Give access to be able to use the IC server

    Correct Answer
    B. Give access to be able to use the client
    Explanation
    The client license gives the user the permission to use the client software. It grants access to the client application, allowing the user to utilize its features and functionalities. The client license does not serve as an audio path between the endpoint and the IC server or the client station. Its main purpose is to provide the user with the necessary rights to use the client software.

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  • 30. 

    What are the 3 software suites of the product?

    • A.

      User Applications

    • B.

      Business Applications

    • C.

      Server Application

    • D.

      Enterprise Application

    • E.

      Administration Application

    Correct Answer(s)
    A. User Applications
    B. Business Applications
    C. Server Application
    Explanation
    The product consists of three software suites: User Applications, Business Applications, and Server Application. User Applications are designed for end-users and provide functionalities to meet their needs. Business Applications are tailored for business processes and help in managing various aspects of the organization. Server Application is responsible for managing the server-side operations and ensuring smooth communication between different components. Therefore, these three software suites together make up the product's comprehensive software ecosystem.

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  • 31. 

    What suite does the client fall under?

    • A.

      User Applications

    • B.

      Business Application

    • C.

      Server Application

    • D.

      Enterprise Application

    Correct Answer
    A. User Applications
    Explanation
    The client falls under the User Applications suite. This suite typically includes software applications that are designed for individual users to perform specific tasks or activities. User Applications are usually installed on personal computers or mobile devices and are intended to enhance productivity and provide tools for personal use.

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  • 32. 

    What suite does the IC Business Manager fall under?

    • A.

      Business Application

    • B.

      Server Application

    • C.

      User Application

    • D.

      Enterprise Application

    Correct Answer
    A. Business Application
    Explanation
    The IC Business Manager falls under the suite of Business Applications.

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  • 33. 

    What suite does the fax cover page editor fall under?

    • A.

      Business Application

    • B.

      Server Application

    • C.

      User Application

    • D.

      Enterprise Application

    Correct Answer
    A. Business Application
    Explanation
    The fax cover page editor falls under the Business Application suite. This suite includes various software applications that are specifically designed to support business operations and processes. As the fax cover page editor is a tool used in business settings to create professional cover pages for fax documents, it is categorized under the Business Application suite.

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  • 34. 

    What suite does the fax fall under?

    • A.

      Business Application

    • B.

      Server Application

    • C.

      User Application

    • D.

      Enterprise Application

    Correct Answer
    A. Business Application
    Explanation
    The fax falls under the suite of Business Applications because it is commonly used in business settings for sending and receiving documents. It is a tool that helps facilitate communication and document exchange within a business environment.

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  • 35. 

    What suite does server manager fall under?

    • A.

      Server Application

    • B.

      Business Application

    • C.

      User Application

    • D.

      Enterprise Application

    Correct Answer
    A. Server Application
    Explanation
    Server Manager falls under the suite of Server Application because it is a tool provided by Microsoft specifically designed for managing and administering servers. It allows users to perform various tasks such as configuring server roles and features, monitoring server performance, and managing server groups. Therefore, it is categorized as a Server Application as it is primarily used for managing server-related tasks.

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  • 36. 

    What suite does Interaction Administrator fall under?

    • A.

      Server applications

    • B.

      User Application

    • C.

      Business Application

    • D.

      Enterprise Application

    Correct Answer
    A. Server applications
    Explanation
    Interaction Administrator falls under the suite of server applications.

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  • 37. 

    What suite does Designer fall under?

    • A.

      Server applications

    • B.

      Business Applications

    • C.

      User Application

    • D.

      Enterprise Application

    Correct Answer
    A. Server applications
    Explanation
    Designer falls under the suite of server applications. This implies that it is a software application that is specifically designed and used for server-related tasks and functions. It is likely to be used in a server environment and may include features and functionalities that are tailored for server management and administration purposes.

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  • 38. 

    What suite does VoiceMail fall under?

    • A.

      User Application

    • B.

      Enterprise Application

    • C.

      Business Application

    • D.

      Server Application

    Correct Answer
    A. User Application
    Explanation
    VoiceMail falls under the User Application suite because it is a software application that is designed to be used by individual users. It is typically installed on a user's device, such as a smartphone or computer, and allows them to manage their voicemail messages. VoiceMail is not typically used by enterprises or businesses as a whole, but rather by individual users within those organizations. Therefore, it is categorized as a User Application.

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  • 39. 

    What suite does Screen Recorder fall under?

    • A.

      User Application

    • B.

      Server Application

    • C.

      Business Application

    • D.

      Enterprise Application

    Correct Answer
    A. User Application
    Explanation
    Screen Recorder falls under the category of User Application because it is a software tool that is used by individual users to record their computer screens. It is not a server application, business application, or enterprise application, as it is not used for server management, business operations, or enterprise-level tasks.

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