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QUESTION NO: 1
Which two options are business requirements in the retail vertical market? (Choose two )
A. supply chain agility
B. customer experience transformation
C. customer intimacy
D. increase employee productivity
E. collaborative customer experience
Answer: A,D

QUESTION NO: 2
The Architecture Development Method (ADM) consists of Cisco 700-038 exam several phases. Which two phases are correctly mapped to their activities’? (Choose two.)
A. Phase F: Analyze costbenefits, and risk, then develop a detailed implementation and migration plan.
B. Phase E: Set the scope, constraints, and expectations for The Open Group Architecture Framework (TOGAF) project
C. Phase D: Develop architectures at three levels.
D. Phase C: Define the business architecture.
E. Phase B: Create the information systems architecture with applications and data.
Answer: A,C

QUESTION NO: 3
Which two options are typically included in a Cisco Collaboration Architecture services proposal? (Choose two.)
A. medianet-readiness assessment services
B. compliance strategy consulting services
C. collaboration dashboard services
D. Network security readinessassessment
E. end-user documentation services
Answer: A,D

QUESTION NO: 4
Which sequence of Cisco 700-038 dumps steps is correct for mapping business drivers with collaboration solutions?
A. Ask questions; aggregate the business drivers; map business drivers with collaboration solutions; present collaboration solution.
B. Ask questions; present collaboration solution; map business drivers with collaboration solutions; aggregate the business drivers.
C. Ask questions; map business drivers with collaboration solutions; present collaboration solution; aggregate the business drivers.
D. Ask questions; map business drivers with collaboration solutions; aggregate the business drivers; present collaboration solution.
Answer: A

QUESTION NO: 5
Once you define the customer’s value chain, you will be able to identify departments managing core processes where the Cisco Collaboration Architecture will bring highest business value.
Which two of the following departments typically manage core processes? (Choose two)
A. Logistics and Operations
B. Procurement
C. Sales and Marketing
D. HR Management
E. Research and Development
Answer: A,C

QUESTION NO: 6
Which statement best describes Cisco Smart Business Architecture?
A. Cisco Smart Business Architecture is a set of modeling tools that help customers design their future Cisco Collaboration Architecture model
B. Cisco Smart Business Architecture is a set of advanced design guides to help customers and partners design new advanced architectures.
C. Cisco Smart Business Architecture is a solution-level series of step-by-step solution and architecture guides to help quickly and efficiently implement mainstream architectures.
D. Similar to Cisco Validated Designs, Cisco 700-038 vce Smart Business Architecture helps early adaptors to implement new technologies before they become mainstream technologies
Answer: C

QUESTION NO: 7
Which two options are examples of partner services that involve addressing the culture of an organization so that collaboration applications are adopted more readily? (Choose two.)
A. analysis of communication process workshops
B. application-readiness assessment
C. internal marketing
D. end-user education and training
E. development of collaboration maps
Answer: C,D

QUESTION NO: 8
In terms of collaboration, which elements of the typical workday does a properly implemented collaboration architecture affect?
A. processes, culture, and technology
B. making sure that technology fulfills the requirements and expectations
C. processes mapping to the technology and culture
D. behavioral change influencing the right solution
E. customer trust, technology and validated designs
Answer: A

QUESTION NO: 9
Cisco 700-038 Collaboration Architecture differentiates from other solutions in terms of a unified workspace that creates a unique user experience. What is the main need of end users that needs to be addressed?
A. to have a centrally managed unified communication solution
B. to build up the architecture on any platform
C. to allow collaboration any time, on any device, and with any content
D. to ensure that telepresence is a mandatory part of any Cisco Collaboration Architecture
E. to establish appropriate security policies around collaboration applications
Answer: C

QUESTION NO: 10
On which area does architectural assessments focus?
A. key performance indicators
B. operational gaps in the functional areas
C. smart business architecture borderless networks, virtualization, and collaboration
D. advanced technology, route, switch, security, and wireless
Answer: C

QUESTION 11
What are two reasons for virtualizing Cisco Unified Communications applications? (Choose two)
A. lower configuration costs
B. reduce licensing costs
C. reduce carbon footprint
D. lower implementation costs
E. reduce cabling, rack space, and switch port costs
Correct Answer: CE

QUESTION 12
Which of the following is a main business requirement in the financial services industry?
A. lower IT expenses through virtualization
B. high-performance trading
C. customer retention
D. integration of financial trading applications at the desktop
E. reduce time to market for new innovative financial products
Correct Answer: B

QUESTION 13
Which two options are business requirements in the public sector vertical market? (Choose two.)
A. creating rich opportunities for effective collaboration and learning
B. transforming customer experience
C. increasing employee productivity
D. supporting mobile environment
E. increasing revenue
Correct Answer: AD

QUESTION 14
The three-phased approach of preparation, discovery, and proposal is used to deliver true business and
technology alignment. Which option belongs to the discovery phase?
A. services offering and incentives
B. network architecture vision workshop
C. 360 health check
D. architecture roadmap creation and presentation
Correct Answer: C

QUESTION 15
Which two options should you keep in mind when presenting a solution for the business side to the non-IT
executives? (Choose two)A. They need to know how the collaboration architecture will help achieve their strategicgoals.
B. They need detailed information about the different layers of the future collaboration architecture.
C. They need to understand the applications and services that you have embedded in your architectural
design.
D. They need information on how collaboration architecture will be deployed and serviced.
E. They need to know how the collaboration architecture will provide benefits and supporttheir operational
business.
Correct Answer: AE

QUESTION 16
Many tasks in an organization’s processes require collaboration. Which two options will you need from the
customer to evaluate the relevance and to properly position Cisco Collaboration Architecture? (Choose
two.)
A. employee titles of people who are required to perform designated tasks
B. department titles of people who will perform these tasks
C. available network bandwidth between core processes departments
D. type of information to be shared between involved parties
E. importance and type of interaction between involved parties
Correct Answer: BD

QUESTION 17
Which two options are correct statements about the corporate value chain? (Choose two)
A. The corporate value chain helps identify relevant departments but does not provide a link to the
associated executives.
B. The corporate value chain is a straight map to identify stakeholders within the customer’s organization.
C. The corporate value chain shows hierarchies or reporting lines that help identify whom to approach
outside of the IT department.
D. The corporate value chain is an organization chart that helps identify different departments and
business process owners
E. The corporate value chain and core processes help map the relevant departments to the customer’s
organizational chart.
Correct Answer: BC

QUESTION 18
Which two tools and resources can most efficiently help you to shorten the time to prepare the BOM?
(Choose two)
A. Cisco Collaboration Architecture Validated Designs
B. Cisco Collaboration Competitive Edge Portal
C. Cisco Collaboration Architecture resources on PEC
D. Cisco Unified Workspace Licensing tool
E. Cisco Smart Business Architecture
Correct Answer: AE

QUESTION 19
Vertical-oriented support tools are important when positioning Cisco Collaboration Architecture into a
specific industry. Where can you find resources that help you address verticals?
A. Cisco Learning Store
B. Cisco Partner Central, under Sell & Market CiscoC. Cisco’s Steps to Success
D. Cisco Partner Education Connection, under Collaboration Architectures
Correct Answer: B

QUESTION 20
Which three options are assessment types for gap analysis? (Choose three)
A. outsourcing assessments
B. architectural assessments
C. operational assessments
D. business assessments
E. technology assessments
F. virtualization assessments
Correct Answer: BCE

QUESTION 21
Which process makes use of the Cisco Installed Base Lifecycle Management (IBLM) initiative and
transformative network approach?
A. a high-level approach in analyzing the existing customer infrastructure
B. a high-level approach in understanding the customer business model
C. a detailed approach in understanding the customer business model
D. a detailed approach in analyzing the existing customer infrastructure
Correct Answer: D

QUESTION 22
Cisco supply chain agility solutions are addressing a crucial part within the manufacturing industry. Which
of the following is the main driver of that branch of industry?
A. achieve lower unit costs
B. ensure quality standards to customers
C. increase utilization of manufacturing plants
D. achieve stronger competitive position in the marketplace
E. adopt the supply chain to changing markets
Correct Answer: E

QUESTION 23
Which option represents an organizational change objection?
A. A migration is impossible without high costs or operational fallouts.
B. We are expanding and acquiring new business. This is the wrong time to switch to collaboration.
C. How can a collaboration architecture help reduce our operating expenses?
D. How can we justify the fact that it is far more expensive than upgrading our existing solution?
Correct Answer: B

QUESTION 24
Which three building blocks of the business model canvas help to achieve efficiency? (Choose three.)
A. revenue streams
B. key partners
C. key resources
D. channelsE. cost structure
F. customer segments
Correct Answer: BCE

QUESTION 25
Retail businesses must act quickly in order to innovate, respond to changing market conditions, enhance
customer service, and increase sales. Which option addresses this requirement?
A. Cisco Lean Retail
B. Cisco Connected Retail
C. Cisco Employee Optimization
D. Cisco Customer Experience Transformation
E. Cisco Secure Store
Correct Answer: A

QUESTION 26
Which option represents a megatrend in the marketplace that has impacted collaboration?
A. dispersed workforces
B. virtualization of the workplace
C. device flexibility
D. expertise on demand
Correct Answer: B

QUESTION 27
Which Cisco Telepresence product series exemplifies simple-to-use immersive collaboration?
A. TX Series
B. MX Series
C. Profile Series
D. EX Series
Correct Answer: A

QUESTION 28
Which two statements describe how Cisco Validated Designs help lo build BOM faster”? (Choose two.)
A. Cross-architectural aspects assist with proper design.
B. They help a presales engineer to better understand a customer’s business.
C. They help to verify any BOM that is created.
D. Cisco architects use Cisco Validated Designs to attach a network diagram to a BOM.
E. Proven, tested designs ensure BOM will not change frequently
Correct Answer: AD

QUESTION 29
Which activity belongs to mapping business requirements to Cisco Collaboration Architecture?
A. developing the high-level and detailed customer designs
B. applying the requirement to the Cisco architecture reference model
C. identifying items from the architecture that would be used, such as switches and routers
D. building the customer design
Correct Answer: A

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QUESTION 1
Which two statements about Cisco Unified Mobile Agents are true? (Choose two.)
A. An additional voice gateway is required for Silent Monitoring.
B. They extend and connect.
C. They perform call control features (example: Hold/Conference/Transfer) only from the agent desktop.
D. They are limited only to PSTN phones and mobile phone; IP phones are not supported.
Correct Answer: AC

QUESTION 2
In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, which two Dialing Modes
apply to Transfer to IVR based campaigns? (Choose two.)
A. Preview dialing mode
B. Direct Preview dialing mode
C. Progressive dialing mode
D. Predictive dialing mode
E. Callback mode
Correct Answer: CD

QUESTION 3
In the Cisco Unified Contact Center Enterprise Outbound Option with SIP Dialer, in which order does the
Campaign Manager process perform record queries to send them to Dialer for dialing?
A. pending contacts, callbacks, retries
B. callbacks, retries, pending contacts
C. retries, callbacks, pending contacts
D. pending contacts, pending callbacks, pending retries
Correct Answer: B

QUESTION 4
In a Cisco Finesse 10.0(x) deployment, which two certificates do the Cisco Finesse primary and secondary
servers accept when HTTPS protocol is used to access the administration console or agent desktop?
(Choose two.)
A. digital certificate
B. certificate authority certificate
C. domain validation certificate
D. self-signed certificate
E. root certificate
Correct Answer: BD

QUESTION 5
How does the Cisco Unified Contact Center Enterprise solution encrypt the logger database?
A. AES
B. SHA
C. MD5
D. TLS
Correct Answer: C

QUESTION 6
In a Cisco Finesse 10.0(x) deployment, which option is needed from the primary and secondary servers for
certificate authority to generate a root, intermediate, and application certificate for Cisco Finesse?
A. fully qualified domain name of the servers
B. physical MAC address of the NIC card from the Cisco Finesse servers
C. Certificate Signing Request
D. IP address of server
E. system ID of the server
Correct Answer: C

QUESTION 7
When using microapps, which core components are required for calls that originate from Cisco Unified
Communications Manager to Cisco Unified CVP using Comprehensive mode?
A. CUCM: CTI Route Port, SIP Trunk, ICM: CVP Type 2 VRU, CUBE, VXML Gateway
B. CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 2 VRU and Network VRU labels, VXML
Gateway
C. CUCM: CTI Route Point and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXML
Gateway
D. CUCM: CTI Route Port and SIP Trunk, ICM: CVP Type 10 VRU and Network VRU labels, VXML
Gateway
Correct Answer: C

QUESTION 8
For the Cisco Contact Center Enterprise Outbound option, which Cisco Unified Communications Manager
feature can be used to disable ringback during transfer to agent for a scenario that involves SIP trunks?
A. replaces header script
B. normalization script
C. association script
D. transformation script
Correct Answer: B

QUESTION 9
Which type of MTP is supported with Cisco Unified Mobile Agent?
A. MTP Pass-Through
B. MTP No Pass-Through
C. MTP Pass-Around
D. MTP No Pass-Around
Correct Answer: B

QUESTION 10
Refer to the exhibit.

In Cisco Finesse 10.0(x), when agents login into the desktop as a Mobile Agent, which number is used in
the highlighted Extension field?
A. the local CTI port dialed number
B. the remote CTI port dialed number
C. agent PSTN number (accessible from CUCM/GW)
D. agent ID
E. agent reservation script dialed number
Correct Answer: A

QUESTION 11
Which two statements about combining IP telephony and Cisco Unified Contact Center Enterprise
Extensions on the same IP phone are true? (Choose two.)
A. Cisco Unified CCE supports only one agent ACD line on the IP phone.
B. The ACD line on the IP phone may have voicemail or call forwarding defined.
C. In a typical call center, the ACD line is the first line on the phone to make it easier for the agent to
forward inbound ACD calls.
D. The agent state changes based on the activity of the ACD line.
E. If the agent picks up the phone to place a call, the agent is put into ready mode.
Correct Answer: AD

QUESTION 12
In the Cisco Unified Contact Center Enterprise solution with clustering over the WAN, which statement
about the Cisco Unified Communications Manager peripheral gateway duplex pair is true?
A. Each side of the peripheral gateway pair (side A and side B) must be configured to point to a local and
a remote CTI Manager across the WAN from the PG location.
B. The peripheral gateway private network may be shared with any other private connections– peripheralgateways or call routers/loggers.
C. The peripheral gateway may use the highly available WAN connection between the sites (visible
network) for all traffic–visible and private.
D. The peripheral gateways must be co-located at one side or the other of the Cisco Unified
Communications Manager cluster.
Correct Answer: B

QUESTION 13
Which option describes the recommended way to configure redundant Cisco Unified Communications
Manager subscribers for Cisco IP phone registration in a single cluster for the Cisco Unified Contact
Center Enterprise solution?
A. Add a redundant device pool to the Cisco Unified CallManager Group configuration.
B. Add a second TFTP server to the cluster.
C. Add an additional Cisco Unified Communications Manager subscriber to the Cisco Unified
Communications Manager Group defined in device pool of the Cisco IP Phone.
D. Use an SRST reference in the device pool.
Correct Answer: C

QUESTION 14
To maintain end-to-end reporting context, when an agent transfers a call to another ICM Skill Group, to
which Cisco Unified Communications Manager configuration object should the call be transferred?
A. route pattern
B. agent IP phone
C. CTI route point
D. translation pattern
E. translation route
Correct Answer: C

QUESTION 15
A Cisco Unified Contact Center Enterprise solution is designed with geographic redundancy for the central
controllers (with separate call routers and loggers).
If Call Router Side A has device majority and its Ethernet private network NIC fails, which two events
occur? (Choose two.)
A. The Call Router Side B stays active, while the Call Router Side A goes idle.
B. The Call Router Side A stays active, while Call Router Side B goes idle.
C. There is no ability to make ICM configuration changes.
D. Both sides go out of service for small period of time, Call Router Side A goes active, and Call Router
Side B goes idle.
E. The system operates as it did prior to failure.
Correct Answer: BC

QUESTION 16
Which failure scenario in the Cisco Unified Contact Center Enterprise solution stops all processing and
routing of contact center calls?
A. ICM Call Router Side A fails at the same time that ICM Logger Side A fails.
B. ICM Call Router Side A fails at the same time that ICM Logger Side B fails.
C. ICM Call Router Side B fails at the same time that ICM Logger Side A fails.
D. ICM Call Router Side B fails at the same time that ICM Logger Side B fails.
E. ICM Call Router Side A fails at the same time that ICM Call Router Side B fails.F. ICM Logger Side A fails at the same time that ICM Logger Side B fails.
Correct Answer: E

QUESTION 17
Which two statements about the Cisco Unified Contact Center Enterprise clustering over the WAN
deployment model are true? (Choose two.)
A. With Cisco Unified Computing System C-Series Servers, you must deploy dual SAN on each data
center.
B. The visible network that supports the communication between Cisco Unified Communications Manager
subscriber nodes must be highly available and designed with no single point of failure.
C. Agents at remote locations must be registered to only one data center for their Cisco Unified IP Phone
connections if they are using Cisco Finesse.
D. Cisco Unified Contact Center Enterprise IVR Peripheral Gateway cannot be split between the data
center locations to maintain a local JTAPI connection for call control.
E. Cisco Unified Communications Manager Peripheral Gateways that are split between the two data
centers can share the same private network connection as the central controller (router and logger)
components.
Correct Answer: BE

QUESTION 18
Which three statements about QoS in a Cisco Unified Intelligent Contact Management solution are true?
(Choose three.)
A. In a Cisco Unified Intelligent Contact Management network, if the traffic is marked in the ICM, QoS trust
needs to be enabled on access-layer routers and switches.
B. The high priority queue for the private network should be granted 90 percent of total available
bandwidth.
C. The high priority queue for the private network should be granted 75 percent of total available
bandwidth.
D. The high priority queue for the private network should be granted 65 percent of total available
bandwidth.
E. Traffic marking in Cisco Unified ICM means that configuring separate private high and private medium/
low sets of IP addresses is no longer necessary.
F. Traffic marking in Cisco Unified ICM means that configuring separate private high and private medium/
low sets of IP addresses is still necessary.
Correct Answer: ABE

QUESTION 19
Under which circumstances can the visible and private networks be converged in the Cisco Unified
Contact Center Enterprise system?
A. when QoS is enabled on both networks
B. in cases in which there is gigabit bandwidth between sites
C. under no circumstances
D. when the Cisco Catalyst switch has dual power supplies
Correct Answer: C

QUESTION 20
Which three system responses are valid if the Cisco Unified Contact Center Enterprise (centralized
deployment with remote branches) and the remote branch lose the public network connection to both of
the data centers? (Choose three.)
A. The local voice gateway detects the failure of the communications path. The voice gateway goes into
SRST mode to provide local dial-tone functionality.B. With Cisco Unified CVP, the voice gateway detects the loss of connection to the Cisco Unified CVP call
server. The voice gateway then executes local bootstrap TCL script, answers the call, and forwards it
to the hunt group.
C. The active call that arrived at the local PSTN connection and was answered by agent at that site
remains active, however, the agent peripheral gateway loses access to the call and creates a TCD
record.
D. The Cisco Finesse server detects the loss of connectivity to the agent desktop and automatically signs
the agent out of the system.
E. With Cisco Unified CVP, the voice gateway detects the loss of connection to the Cisco Unified CVP call
server. The voice gateway then connects to the communication manager cluster to provide local dial-
tone functionality.
Correct Answer: ACD

QUESTION 21
Which three benefits does a Cisco Unified Contact Center Enterprise centralized deployment with small
agents branch provide? (Choose three.)
A. It requires only a small data switch and router, IP phones, and agent desktops at remote sites for a few
agents.
B. It requires only limited system and network management skills at remote sites.
C. Small remote branches require PSTN and SIP trunks, in addition to the ones needed for local POTS
lines for emergency services (911) in the event of a WAN link loss.
D. PSTN trunks for incoming traffic connect to data centers for efficiency.
E. It does not use VoIP WAN bandwidth when an agent is answering the call.
F. Calls extend over the WAN only while calls are in queue.
Correct Answer: ABD

QUESTION 22
Which three WAN/MAN configurations are valid in the Cisco Unified Contact Center Enterprise clustering
over the WAN deployment model? (Choose three.)
A. A highly available visible network WAN/MAN/DWDM and a dedicated private network WAN.
B. A highly available MPLS WAN shared by the visible and private networks with a 2 second convergence
time.
C. A highly available MPLS WAN shared by the visible and private networks where the private network is
pinned to a single path and the visible network aligned to an alternate path failing to the private network
path as redundant link with QoS and bandwidth provisioning.
D. A highly available DWDM/CWDM network shared by the visible and private networks with a sub-500
ms convergence time.
E. All traffic is converged on a single MPLS network by using appropriate QoS markings and settings to
ensure latency and bandwidth requirements.
F. A highly available DWDM/CWDM network shared by the visible and private networks with 1500 ms
convergence time.
Correct Answer: ACD

QUESTION 23
Which two options are required for the private link in the Cisco Contact Center Enterprise solution?
(Choose two.)
A. path diversity
B. Layer 3 quality of service prioritization and queuing
C. max of 1500 ms round trip time latency tolerance
D. variable layer subnet masking
Correct Answer: AB

QUESTION 24
In a Cisco Finesse 10.0(x) deployment, primary and secondary nodes can be installed on
separatedomains.
Which two requirements must be met for the pair to work properly? (Choose two.)
A. Each Cisco Finesse server should be able to perform DNS lookup of the other server using fully
qualified domain name.
B. Primary and secondary Cisco Finesse servers should only communicate with IP address.
C. All Cisco Finesse clients should be able to perform DNS lookups of the Cisco Finesse servers using
the FQDN.
D. All Cisco Finesse clients should connect to the server with IP address.
E. All Cisco Finesse clients should be local to the Cisco Finesse servers.
Correct Answer: AC

QUESTION 25
Which option describes the impact of co-loading the Cisco Unified Outbound SIP Dialer on the same
servers as the agent peripheral gateway in the Cisco Unified Contact Center Enterprise?
A. Cisco Unified Outbound Dialer does not reduce agent capacity on the peripheral gateway server.
B. Cisco Unified Outbound Dialer reduces agent capacity by a factor of four–each outbound port is
equivalent to four agents on the peripheral gateway.
C. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 1.33–each outbound port is
equivalent to 1.33 agents on the peripheral gateway.
D. Cisco Unified Outbound Dialer reduces agent capacity by a factor of 15–each outbound port is
equivalent to 15 agents on the peripheral gateway.
Correct Answer: C

QUESTION 26
A customer has a remote site with 100 agents, and the remote site only has SRST for E.911. 50% of the
supervisors are located at HQ where the data center is. The agents to supervisor ratio is 10%. The
customer requires that supervisors from any remote site can record and silent monitor active calls. With
BW design consideration, how many minimum RTP streams are needed between the data center and
agent remote sites?
A. 300 RTP streams
B. 150 RTP streams
C. 110 RTP streams
D. 120 RTP streams
Correct Answer: C

QUESTION 27
Which four items are factors of bandwidth requirements for the visible network connection between the
Cisco Unified Contact Center Enterprise Agent Peripheral Gateway and the call router? (Choose four.)
A. busy hour call attempts
B. number of skill groups per agent
C. number of agents
D. number of call types
E. percent of traffic with Courtesy Callback
F. number of call and ECC variables
G. number of concurrent real-time reports
H. percent of traffic requires Agent Greeting
I. percent of traffic requires Whisper AnnouncementsCorrect Answer: ABCF

QUESTION 28
Which VMware feature is supported for use with Cisco Unified Contact Center Enterprise?
A. VMware vMotion
B. VMware distributed vSwitch
C. VMware consolidated backup
D. VMware snapshots
E. vDisk thick provisioning
Correct Answer: E

QUESTION 29
Which two statements about a Contact Center Enterprise solution in virtualized environment are true?
(Choose two.)
A. UCS B/C series NIC teaming is supported.
B. 10/100 NIC speeds are supported.
C. Gigabit Ethernet Auto Negotiation is optional for NIC and switch.
D. 802.1Q uplinks to VMware hosts must not be configured for host/edge spanning-tree forwarding.
Correct Answer: AC

QUESTION 30
In Cisco Finesse 10.0(x), which VM network adapter type removes the requirement to disable the LRO
feature on the VM host?
A. Vlance network adapter type
B. Flexible VM network adapter type
C. E1000 network adapter type
D. VMXNET network adapter type
E. VMXNET3 network adapter type
Correct Answer: C

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