Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 1:

  Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

  A. Languages
  B. Medians
  C. Skills
  D. Index Ratings
  E. Knowledge levels
  A. Languages
  C. Skills

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  Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:

  Languages indicate an agent's ability to speak or write in different languages. Skills indicate an agent's capability or willingness to handle different media types or queues.

  Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.

  References:

  https://help.mypurecloud.com/articles/about-acd-evaluation-methods/

  https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/

  https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/

• Question 2:

  Where can you add preconfigured settings to the phones?

  A. Admin > Telephone > Phone Management > Calls
  B. Admin > Telephone > Phone Management > Phones
  C. Admin > Telephone > Phone Management > Base Settings
  C. Admin > Telephone > Phone Management > Base Settings

  ---

  Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as: Phone model Firmware version Line keys Soft keys Feature keys You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version.

  References: https://help.mypurecloud.com/articles/base-settings- overview/ https://help.mypurecloud.com/articles/create-a-base-settings-profile/

• Question 3:

  Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?

  A. Supervisor
  B. admin
  C. employee
  D. User
  B. admin

  ---

  The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX.

  References:

  https://help.mypurecloud.com/articles/admin-role/

  https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/

• Question 4:

  In terms of security, your Organization can de ne which entities on the internet can contact Genesys Cloud CX through SIP Access Control configured in the External Trunk.

  A. True
  B. False
  A. True

• Question 5:

  Which role is automatically assigned to a new user?

  A. User
  B. Communicate - User
  C. admin
  D. employee
  D. employee

• Question 6:

  Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)

  A. Harmony OS
  B. iOS
  C. Windows 10 Mobile
  D. Android
  B. iOS
  D. Android

  ---

  iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications. Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile applications enable users to

  communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more.

  References:

  https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/

  https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/

• Question 7:

  Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

  A. Workgroups
  B. Rooms
  C. Groups
  D. Roles
  D. Roles

  ---

  Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features.

  References: https://help.mypurecloud.com/articles/about-roles/ https://help.mypurecloud.com/articles/add-roles-to-a-user/

• Question 8:

  Which of the following items need to be configured for an outbound campaign? (Choose three.)

  A. Agents
  B. Evaluation Forms
  C. Contact Lists
  D. Campaigns
  E. Dialing Modes
  A. Agents
  C. Contact Lists
  E. Dialing Modes

• Question 9:

  On Genesys Cloud CX, the DNIS can only be a number or a Genesys Cloud CX user name.

  A. True
  B. False
  B. False

• Question 10:

  When defining adherence rules in Workforce Management, which element determines whether an agent is considered out of adherence?

  A. Service Level Target
  B. Forecast Accuracy
  C. Scheduled Activity Type
  D. Number Plan
  C. Scheduled Activity Type

  ---

  Adherence compares actual agent activity to the scheduled activity type. If they do not match, the agent is considered out of adherence.