Genesys Genesys Certifications GCP-GC-ADM Questions & Answers

• Question 1:

  Which of the following are components of Genesys Cloud Reporting and Analytics? (Choose three.)

  A. Reports

  B. Dynamic Views

  C. Dashboard

  D. Interaction

  Correct Answer: ACD

• Question 2:

  What are callable time sets?

  A. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.

  B. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

  C. Callable Time Sets provide a way to define your own time zones to associate with a campaign.

  D. Callable Time Sets are used to define when a campaign starts and stops.

  Correct Answer: D

  Reference: https://help.mypurecloud.com/articles/create-callable-times-entry/

• Question 3:

  Why are skills and languages configured separately?

  A. So that skills can have a more granular competency rating than languages

  B. So that an agent with a skill can receive an interaction regardless of the language requirement

  C. So that an agent with a language capability can receive an interaction regardless of the skill requirement

  D. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/assign-remove-skills-user/

• Question 4:

  How many types of flows are supported by Architect?

  A. 5

  B. 6

  C. 7

  D. 8

  Correct Answer: A

  Reference: https://developer.genesys.cloud/api/rest/v2/architect/flows

• Question 5:

  If you navigate away from the page without saving the Script, you will not lose any work you have completed.

  A. True

  B. False

  Correct Answer: A

  Reference: https://help.mypurecloud.com/articles/create-script/

• Question 6:

  What would you select from the Performance menu to view real-time statistics for all active campaigns?

  A. Scripts

  B. Campaign Management

  C. Outbound Campaigns

  D. Schedules

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/outbound-campaign-details-view/

• Question 7:

  What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?

  A. Scoring

  B. Monitoring

  C. Calibration

  D. Evaluation

  Correct Answer: C

  Reference: https://help.mypurecloud.com/articles/calibration-overview/

• Question 8:

  Why must you create queues for ACD functionality to work?

  A. Queues are the waiting lines for the agents who will be assigned interactions through ACD

  B. Queues provide ACD with a means to determine the skill level requirement of an interaction

  C. Queues are the waiting lines for interactions that are routed using ACD

  D. Queues match agents to an appropriate interaction using ACD

  Correct Answer: D

  Reference:

  https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/sag_tell_me_about_ acd_queues.htm

• Question 9:

  Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

  A. Languages

  B. Intent of Call

  C. Skills

  D. Agent Availability

  Correct Answer: AC

  Reference: https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

• Question 10:

  Select the categories of Prompts in Architect. (Choose two.)

  A. User

  B. Menu

  C. Data

  D. System

  Correct Answer: AD

  Reference: https://help.mypurecloud.com/articles/call-prompts/