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GCP-GCX Sample Questions Answers

Questions 4

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 5

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 6

Where can you add preconfigured settings to the phones?

Options:

A.

Admin > Telephone > Phone Management > Calls

B.

Admin > Telephone > Phone Management > Phones

C.

Admin > Telephone > Phone Management > Base Settings

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Questions 7

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.)

Options:

A.

Blank Script

B.

Default Callback Script

C.

Default Inbound Script

D.

Default Outbound Script

E.

Collection Script Template

F.

Sales Script Template

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Questions 8

You cannot add variables to a script.

Options:

A.

True

B.

False

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Questions 9

Which feature enables a voice interaction to interrupt an email interaction?

Options:

A.

Utilization

B.

ACD Skills

C.

Emergency Routing

D.

Scripts

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Questions 10

In which of these views would you see the amount of time an agent spent in each status?

Options:

A.

Agent Interaction

B.

Agent Queue

C.

Agent Status

D.

Agent Performance

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Questions 11

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 12

Genesys Cloud CX comes with a predefined set of number plans and outbound routes - Users cannot customize new number plans and outbound routes.

Options:

A.

True

B.

False

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Questions 13

Which of the following Edge features provides client and server-side call matching?

Options:

A.

SIP gateway

B.

SIP proxy

C.

Media server

D.

Call broker

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Questions 14

Which of the following is used to design and personalize your own working environment, allowing you to configure and store custom views for future use?

Options:

A.

Activity

B.

Evaluations

C.

Documents

D.

Workspaces

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Questions 15

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

Options:

A.

Human Capital Management

B.

Workforce Management

C.

Quality Management

D.

Automatic Call Distribution

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Questions 16

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 17

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 18

All of the following are components of the Communicate Architecture Fundamentals hierarchy. EXCEPT

Options:

A.

Organization

B.

Gateway

C.

Sites

D.

Edge Groups

E.

Edge

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Questions 19

You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.

What must you do to ensure that users can find the document when needed?

Options:

A.

Add meaningful tags to the document.

B.

Add a priority of "High" to the document.

C.

Ensure that the document name is easy to search for.

D.

Number the document such that it appears on the top of the list.

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Questions 20

Which of the following types of interactions can be configured for Recording Policies?

Options:

A.

Call

B.

Chat

C.

Email

D.

Message

E.

All of the above

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Questions 21

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 22

Which options can be configured when setting up a queue? (Choose two.)

Options:

A.

Wrap-up Codes

B.

ACD Skills

C.

Utilization

D.

Alerting Timeout

E.

Inbound Flows

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Questions 23

Organizations with Communicate licenses can set up basic IVR with inbound call flow

Options:

A.

True

B.

False

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Questions 24

Where can call recording be enabled?

Options:

A.

Trunks

B.

Edges and Edae Group

C.

Phones

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Questions 25

Select all available options for adding widgets to a performance dashboard. (Choose four.)

Options:

A.

Agent Status

B.

Grid

C.

Text

D.

Metric

E.

Interaction

F.

Chart

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Questions 26

Which of the following statements defines a critical question in an Evaluation Form?

Options:

A.

Critical questions are used to prioritize questions that are critical to the success of an interaction. A separate critical score is calculated for critical questions.

B.

Critical questions are questions that the agent must answer.

C.

Critical questions are multiple choice questions that have a higher weightage than non-critical questions.

D.

If answered "No", critical questions will result in an evaluation score of zero for the interaction.

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Questions 27

A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented

Options:

A.

True

B.

False

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Questions 28

Genesys Cloud CX Collaborate supports video chat with upto_____people simultaneously

Options:

A.

8

B.

10

C.

12

D.

14

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Questions 29

All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.

Options:

A.

Create a Site

B.

Assign the Edge to a Site

C.

Configure a trunk

D.

Create an Edge Group

E.

Associate the network interface

F.

Authenticate the Edge

G.

Configure the Edge Connectors

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Questions 30

Which of the following are AND Evaluation Methods? (Choose three.)

Options:

A.

All skills matching

B.

Best available skills

C.

Bullseye matching

D.

Disregard skills

E.

Agent availability

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Questions 31

Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

Options:

A.

Language

B.

Roles

C.

Skills

D.

Queue

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Questions 32

Select the features available in Genesys Cloud CX Architect. (Choose three.)

Options:

A.

Play pre-recorded messages

B.

Convert text to speech

C.

Configure queues

D.

Create skills

E.

Receive and route calls

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Questions 33

Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

Options:

A.

The DID number and extension are not listed in the DID or extension pools.

B.

The DID number and extension are considered the same numbers and entered into the same phone.

C.

The user does not have the proper license type, roles, and permissions.

D.

The DID number and the extension do not have the same last 4 digits.

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Questions 34

In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:

Options:

A.

Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.

B.

Creating a number-plan to identify premium-rate numbers.

C.

Manually training users to prevent calling premium-rate numbers.

D.

Configuring trunks to identify premium-rate numbers.

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Questions 35

Which Genesys Cloud CX feature helps reduce wait time for each call?

Options:

A.

Automatic Call Distribution

B.

Workforce Management

C.

Skill-based Routing

D.

IVR

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Questions 36

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

Options:

A.

User

B.

Menu

C.

Data

D.

System

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Questions 37

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 38

When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)

Options:

A.

The default protocol

B.

TCP

C.

TLS

D.

SIP

E.

UDP

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Questions 39

Why are Divisions important in an organization?

Options:

A.

Divisions are used to divide interactions equally between 2 or more queues.

B.

Divisions allow the organization to control which roles can be assigned to users.

C.

Divisions allow grouping and segregation of objects while keeping them inside the same organization.

D.

Divisions define which users can be assigned to queues.

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Questions 40

Genesys Cloud CX Voice is __________.

Options:

A.

A third-party service that provides external Phone Trunks.

B.

A help bot that is available within Genesys Cloud CX chat.

C.

Another name for Genesys Cloud CX.

D.

An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.

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Exam Code: GCP-GCX
Exam Name: Genesys Cloud CX Certified Professional - Consolidated Exam
Last Update: Jul 14, 2024
Questions: 135
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