Genesys GCP-GCX Exam Questions Instant Access

Question 1

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

AUser

BMenu

CData

DSystem

Answer : A, D

User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. Reference: https://help.mypurecloud.com/articles/call-prompts/ https://help.mypurecloud.com/articles/user-prompts/

Question 2

Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.

In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

APlace and receive both ACD and non-ACD calls.

BPlace ACD and non-ACD calls, but not receive.

CReceive ACD and non-ACD calls, but not place.

DPlace and receive ACD calls; non-ACD calls can neither be place nor received.

Answer : A

Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability. Reference: https://help.mypurecloud.com/articles/about-edge-devices/ https://help.mypurecloud.com/articles/edge-redundancy/

Question 3

Which of the following is NOT a feature of Genesys Cloud CX contact center?

AHuman Capital Management

BWorkforce Management

CQuality Management

DAutomatic Call Distribution

Answer : A

Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:

Workforce Management

Quality Management

Automatic Call Distribution

Skill-based Routing

Omnichannel Routing

Analytics and Reporting

Artificial Intelligence

Integrations Reference: https://www.genesys.com/genesys-cloud/features/contact-center https://www.genesys.com/glossary/human-capital-management

Question 4

What is the distinguishing feature between queues and groups?

AQueues can have agents as members, while groups cannot.

BBoth queues and groups have the same ACD capabilities.

CUnlike groups, queues allow for more complex scenarios like skill-based routing.

DQueues can be used in Architect flows, while groups cannot.

Answer : C

Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows. Reference: https://help.mypurecloud.com/articles/about-queues/ https://help.mypurecloud.com/articles/about-groups/

Question 5

Where are Genesys Cloud CX call recordings stored by default?

AEdges

BCloud

CWeb Service

DAWS Cloud

Answer : D

Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recording-storage/ https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/

Question 6

If you have not created any additional templates, you will have several default template options when creating a new script.

These default templates are: (Choose four.)

ABlank Script

BDefault Callback Script

CDefault Inbound Script

DDefault Outbound Script

ECollection Script Template

FSales Script Template

Answer : A, B, C, D

Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:

Blank Script is an empty template that allows you to create a script from scratch.

Default Callback Script is a template for scripts that handle callback interactions.

Default Inbound Script is a template for scripts that handle inbound interactions.

Default Outbound Script is a template for scripts that handle outbound interactions.

You can also create your own custom templates for scripts based on your needs. Reference: https://help.mypurecloud.com/articles/create-a-script-template/ https://help.mypurecloud.com/articles/create-a-script-from-a-template/

Question 7

If you have not configured an email address to report issues to, Genesys Cloud CX:

AAutomatically creates an email address and routes all such emails to this address.

BDoes not route the emails to any email address.

CSends the emails to anyone who has the admin role assigned in your organization.

DCollects such emails and stores it until an email address to report issues is configured.

Answer : C

If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. Reference: https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/ https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/

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