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GCP-GCX Genesys Cloud CX Certified Professional - Consolidated Exam Questions and Answers

Questions 4

User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

Options:

A.

True

B.

False

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Questions 5

Profiles can contain various types of information about people in the organization.

Why it is essential to have employees complete their profile information?

Options:

A.

Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.

B.

The education information can be verified against the human resources database.

C.

The profile information can be used to keep Linkedin details updated.

D.

When employees have free time, they can review biographies of their peers.

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Questions 6

You can use Regular Expressions to create Number Plans

Options:

A.

True

B.

False

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Questions 7

If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.

Options:

A.

True

B.

False

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Questions 8

Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.

Which of the following will help her view specific information about the queue in real-time?

Options:

A.

My Queues Activity

B.

Queues Activity

C.

Queue Performance

D.

Performance Dashboard

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Questions 9

Which of the following statements are true? (Choose three.)

Options:

A.

A queue report only counts interactions handled by an agent.

B.

An Abandon is an interaction that disconnects before an agent handles it.

C.

An agent-based report counts any interactions an agent worked with.

D.

Each report contains a predefined set of metrics.

E.

Reports once created cannot be configured.

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Questions 10

What additional functionality does Communicate bring to Genesys Cloud CX?

Options:

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.

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Questions 11

Organization setting that can be configured include: Choose 2 answers

Options:

A.

Queue Management

B.

invite Links

C.

Default Language

D.

Skill

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Questions 12

You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.

Options:

A.

True

B.

False

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Questions 13

Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

Options:

A.

Routing

B.

Queue Management

C.

Workforce Management

D.

Reporting and Analytics

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Questions 14

Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

Options:

A.

Dialog boxes

B.

Scripts

C.

Toast pop-ups

D.

IVR prompts

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Questions 15

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

Options:

A.

SIP gateway

B.

Call broker

C.

SIP proxy

D.

Disaster recovery

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Questions 16

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

Options:

A.

Performance > Workspace > Dashboards

B.

Performance > Overview (Evaluations)

C.

Admin > Contact Center

D.

Admin > Quality

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Questions 17

Sam wants to install the reporting app on his iPad to access metrics.

Which of the following apps does he need to install?

Options:

A.

Genesys Cloud CX Admin

B.

Genesys Cloud CX User

C.

Genesys Cloud CX Reporting

D.

Genesys Cloud CX Supervisor

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Questions 18

A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.

What is the most likely reason for this?

Options:

A.

The user may have deleted the icon.

B.

The user is not assigned the appropriate role.

C.

The user's phone is unplugged.

D.

The phone number is being used by a different user.

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Questions 19

Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.

Which of the following attributes is used to determine the best available agent? (Choose three.)

Options:

A.

Language skills

B.

Additional attribute ratings

C.

ACD skills

D.

Time since last ACD interaction

E.

Staffing requirements

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Questions 20

Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)

Options:

A.

Full Access

B.

Partial

C.

Read-Only

D.

Write-Only

E.

Contributor

F.

Collaborator

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Questions 21

Select the factors which can cause report generation failures and increased runtimes. (Choose two.)

Options:

A.

Adjusting report parameters in order to include fewer agents, queues, and interactions.

B.

Running reports during peak hours.

C.

Reviewing and ensuring the usage of scheduled reports.

D.

Asking every team member to run and save a copy of the report.

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Questions 22

Unused reports need to be disabled manually to prevent unnecessary load on the system.

Options:

A.

True

B.

False

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Questions 23

What type of trunk would you configure to connect to AudioCodes phones?

Options:

A.

WebRTC phone trunk

B.

Phone trunk

C.

External trunk

D.

Network interface trunk

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Questions 24

Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)

Options:

A.

Agent Metrics Export Report

B.

Agent Metrics Report

C.

Agent Login-Logout Details Report

D.

Agent Quality Details Report

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Questions 25

Which architectural approach is used to develop a single application as a suite of small services?

Options:

A.

Monolithic Architecture

B.

Microservices Architecture

C.

Genesys Cloud CX Salesforce Architecture

D.

Single Core Architecture

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Questions 26

Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)

Options:

A.

It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.

B.

It provides core telephony services.

C.

It provides for the integration of Active Directory, SharePoint, and other third-party data.

D.

It manages the Genesys Cloud CX platform services.

E.

It operates as a provisioning server, media server, SIP proxy, and SIP gateway.

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Questions 27

Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?

Options:

A.

Disable Location Detection

B.

Password Expiration

C.

Disable Genesys Cloud CX Login

D.

Open Admission

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Questions 28

Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.

What steps should you take to update her reporting structure in Genesys Cloud CX?

Options:

A.

Do nothing. Genesys Cloud CX will update everything automatically.

B.

Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.

C.

Update her peers. Genesys Cloud CX will then update her manager automatically.

D.

Update her manager and her peers in her profile.

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Questions 29

Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation

Options:

A.

True

B.

False

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Questions 30

To assign extensions to users, you must first __________.

Options:

A.

Create a pool of extensions.

B.

Buy the extension number from the carrier.

C.

Add the extension to the dial plan.

D.

Assign the extension to the user's phone.

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Questions 31

Your customizations in the interaction view remain in effect even if you leave the view and return to it later.

Options:

A.

True

B.

False

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Questions 32

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

Options:

A.

User

B.

Menu

C.

Data

D.

System

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Questions 33

Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

Options:

A.

True

B.

False

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Questions 34

Which view helps supervisors analyze performance issues with a specific skill in one or more queues?

Options:

A.

Agents

B.

Queues Activity

C.

Skills Performance

D.

Interactions

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Questions 35

Which of the following statements about scripts is true?

Options:

A.

Scripts can be used for inbound interactions only.

B.

Scripts are only used to configure flows when setting up Architect.

C.

Scripts can be used in all types of interactions.

D.

Scripts may be used for outbound dialing campaigns only.

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Questions 36

Alerts that have been read are not included in the alert count, even if they are still active.

Options:

A.

True

B.

False

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Questions 37

Where are Genesys Cloud CX call recordings stored by default?

Options:

A.

Edges

B.

Cloud

C.

Web Service

D.

AWS Cloud

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Questions 38

Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)

Options:

A.

Internet Explorer

B.

Firefox

C.

Chrome

D.

Safari

E.

Opera

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Questions 39

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

Options:

A.

Languages

B.

Medians

C.

Skills

D.

Index Ratings

E.

Knowledge levels

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Questions 40

Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

Options:

A.

Public Interface Services

B.

Core Services

C.

Communication Services

D.

Application Services

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Exam Code: GCP-GCX
Exam Name: Genesys Cloud CX Certified Professional - Consolidated Exam
Last Update: Dec 2, 2024
Questions: 135

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