What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
A. Contact lists must contain the home phone number and first and last name fields, at a minimum
B. Contact lists are read-only and cannot be updated by the agents
C. A contact list can have its own unique structure, including an arbitrary number of phone number types
D. Each campaign can have its own contact list, or contact lists can be shared among campaigns
E. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?
A. Dialog boxes
B. Scripts
C. Toast pop-ups
D. IVR prompts
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
A. Internet Explorer
B. Firefox
C. Chrome
D. Safari
E. Opera
F. Avant
What is the purpose of the Wrap-up code mappings?
A. The mappings allow you to associate some behavior with the wrap-up code, such as callback time
B. The mappings allow you to associate wrap-up codes to specific campaigns
C. The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction
D. The mappings allow you to associate wrap-up codes to specific queues
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
A. The ability to receive and route specific tweets to agents so that they can respond to those tweets
B. The ability to create and manage a Facebook page
C. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
D. The ability for customers to access their accounts via social media channels
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
A. Reports
B. Performance>Agents
C. Admin>Contact Center
D. Admin>Quality
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
A. Language
B. Roles
C. Skills
D. Queue
Which of the following options are used when scheduling a report? (Choose three.)
A. Time period
B. Custom Date Range
C. Recurrences
D. Time zone
E. Start Time
What two options are available to create a customized user role?
A. Copy an existing role then add the necessary permissions to meet your needs
B. Create a new Role and assign the necessary permissions to that role
C. Create or modify a workgroup to meet your needs
D. Create a new Group and assign the necessary permissions to the group
The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)
A. The maximum capacity that an agent may handle simultaneously for each supported media type
B. The after call work time for each media type
C. The length of time that an agent may spend on each media type
D. The number of different media types that an agent may handle simultaneously
E. The media types that can interrupt current interactions that an agent is handling
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