Genesys GCP-GCX Online Practice Questions and Exam Preparation

Genesys GCP-GCX Online Questions & Answers

• Question 41:

  Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.

  A. True
  B. False
  A. True

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  Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent. Routing is a process that determines how to handle incoming interactions based on various criteria, such as customer profile, agent skills, queue availability, etc. Routing can direct interactions to different resources, such as IVR menus, chatbots, voicebots, agents, queues, etc. Routing can also optimize the customer experience and the contact center performance by matching each

  interaction with the best available resource.

  References: https://help.mypurecloud.com/glossary/routing/

  https://help.mypurecloud.com/articles/about-routing/

• Question 42:

  Which of the following Edge feature contains the built-in remote survivability mode?

  A. SIP gateway
  B. Call broker
  C. SIP proxy
  D. Disaster recovery
  D. Disaster recovery

• Question 43:

  What should you do to maintain high levels of security in the Genesys Cloud CX product suite, when a user leaves your organization?

  A. Reset the user's password.
  B. Rename the user account.
  C. Set the user to inactive or 30 days, then delete the user account.
  D. Create a role for former users and add the user to that role.
  C. Set the user to inactive or 30 days, then delete the user account.

• Question 44:

  Which media type can be monitored using Quality Management Screen Recording?

  A. Email
  B. Callback
  C. Chat
  D. Voice
  D. Voice

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  Screen Recording applies only to voice interactions, capturing agent desktop activity while they handle calls.

• Question 45:

  Which of the following components can be added to scripts? (Choose four.)

  A. Text
  B. Call Flow
  C. Checkbox
  D. Web Page
  E. Image
  A. Text
  C. Checkbox
  D. Web Page
  E. Image

• Question 46:

  Which of the following is true regarding Workspace document permissions?

  A. A member with Contributor permission can delete any file in the workspace
  B. Read-Only members can edit metadata but not content
  C. Full Access members can share and manage documents
  D. Workspace permissions are inherited based on user roles only
  C. Full Access members can share and manage documents

  ---

  Full Access provides full capability including sharing, moving, deleting, uploading, and editing. Contributor can modify only their own documents; Read-Only cannot modify anything.

• Question 47:

  Organization setting that can be configured include: (Choose two.)

  A. Queue Management
  B. Invite Links
  C. Default Language
  D. Skill
  B. Invite Links
  C. Default Language

• Question 48:

  You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.

  Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?

  A. Resend the invite.
  B. Add John to Genesys Cloud CX again so that a new invitation will be generated.
  C. Submit a ticket to Genesys Cloud CX support.
  D. Tell John to be patient and wait for the email to arrive.
  A. Resend the invite.

  ---

  The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user's email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin.

  References:

  https://help.mypurecloud.com/articles/add-a-user/

  https://help.mypurecloud.com/articles/resend-an-invitation-email/

• Question 49:

  What additional functionality does Communicate bring to Genesys Cloud CX?

  A. Knowledge-based features, such as FAQs and communities.
  B. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
  C. Call center features, such as ACD and scripting.
  D. Directory capabilities, such as advanced search, profiles, and keyword searching.
  B. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.

  ---

  Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto- attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc.

  References: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate

• Question 50:

  Instant messaging costs are significantly less than long-distance phone conversations.

  A. True
  B. False
  A. True

  ---

  Instant messaging costs are significantly less than long-distance phone conversations is a true statement. Instant messaging is a form of communication that allows users to exchange text messages in real time over the internet or other networks using various devices or platforms. Instant messaging costs are usually based on data usage or subscription fees rather than distance or duration of communication. Long- distance phone conversations are forms of communication that allow users to exchange voice messages over phone lines or cellular networks across different geographic regions or countries. Long-distance phone conversations costs are usually based on distance and duration of communication as well as carrier rates or taxes.

  References: https://www.genesys.com/glossary/instant-messaging https://www.genesys.com/glossary/long-distance-phone-conversation