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

  • Exam Code: H21-287_V1.0
  • Exam Name: HCSP-Presales-Service(AICC) V1.0
  • Updated: Sep 21, 2026     Q & A: 132 Questions and Answers

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Huawei H21-287_V1.0 Exam Syllabus Topics:

SectionObjectives
Topic 1: AICC Industry Trends and Market Opportunities- AI Contact Center Industry Background
  • 1. Customer service evolution
  • 2. Digital transformation trends
- AICC Market Analysis
  • 1. Competitive landscape
  • 2. Industry opportunities
Topic 2: Huawei AICC Solution Overview- AICC Architecture
  • 1. Core functional modules
  • 2. Platform architecture
- Product Portfolio
  • 1. Intelligent customer service products
  • 2. AI-enabled service capabilities
Topic 3: Project and Sales Capability- Presales Methodology
  • 1. Customer communication
  • 2. Business value presentation
- Quotation and Configuration
  • 1. Quotation process
  • 2. Solution configuration tools
Topic 4: Huawei AICC Product Features- Operations and Management
  • 1. Monitoring and maintenance
  • 2. Service management
- AI Capabilities
  • 1. Speech recognition
  • 2. Natural language processing
Topic 5: AICC Solution Design and Scenarios- Industry Solutions
  • 1. Enterprise customer service scenarios
  • 2. Government industry scenarios
- Solution Planning
  • 1. Requirement analysis
  • 2. Solution matching and planning

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

Question #1

In a capacity planning scenario, if the average handle time is 5 minutes and you receive 240 calls in a 2-hour period, what is the offered traffic in Erlangs?(Formula: Erlangs = (Number of calls * AHT in hours) / Period in hours)

  • A. 10 Erlangs
  • B. 5 Erlangs
  • C. 1200 Erlangs
  • D. 20 Erlangs
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #2

What is the critical security risk if the AICC UAP is deployed as a web application without enforcing HTTPS
/TLS encryption?

  • A. Call recording functionality will be disabled.
  • B. Voice quality may be reduced.
  • C. The IVR prompts will not play correctly.
  • D. Agent login credentials and customer data transmitted could be intercepted.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #3

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

Correct Answer: C  🗳️

Question #4

What is the primary risk of setting an overly aggressive "dialing ratio" in a predictive outbound campaign?

  • A. Increased agent idle time.
  • B. Lower connection rates.
  • C. Decreased call quality.
  • D. A high number of abandoned calls, leading to compliance issues and customer dissatisfaction.
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Question #5

Which AICC component would be responsible for executing a complex business rule such as: "If a customer is a 'Gold' member and their call wait time exceeds 30 seconds, automatically create a callback request and place them back in the queue with a high priority"?

  • A. The Workflow Engine, which can interact with the ICD and CRM.
  • B. The IVR system for collecting the member level.
  • C. The CTI server for monitoring wait time.
  • D. The CMS reporting module for historical analysis.
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

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