GCP-GCX Certification Exam Dumps Questions in here [Nov-2023]
Updated GCP-GCX Exam Practice Test Questions
Genesys GCP-GCX certification exam is designed for professionals with a minimum of six months of experience working with Genesys Cloud CX. Candidates for the exam should have a solid understanding of contact center concepts and technologies, as well as experience with Genesys Cloud CX administration and configuration. GCP-GCX exam consists of 65 multiple-choice questions and must be completed within 90 minutes.
Genesys GCP-GCX exam is a certification program designed for professionals who want to validate their knowledge and expertise in the field of Genesys Cloud CX. GCP-GCX exam is specifically designed for those who work with Genesys Cloud CX and want to demonstrate their mastery of the platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification program is intended to help professionals enhance their career prospects by providing them with a globally recognized certification that proves their proficiency in the use of Genesys Cloud CX.
The GCP-GCX exam is divided into multiple sections, each of which focuses on a specific area of the Genesys Cloud CX platform. GCP-GCX exam covers topics such as the Genesys Cloud CX architecture, routing strategies, reporting and analytics, workforce management, and integrations. Candidates will be tested on their ability to configure and manage different components of the platform, troubleshoot issues, and optimize the performance of the Genesys Cloud CX environment.
NEW QUESTION # 11
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A. False
- B. True
Answer: B
Explanation:
Explanation
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more. References: https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
NEW QUESTION # 12
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A. Play pre-recorded messages
- B. Configure queues
- C. Convert text to speech
- D. Receive and route calls
- E. Create skills
Answer: B,D,E
NEW QUESTION # 13
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization.
The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace. References:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/add-files-to-a-workspace/
NEW QUESTION # 14
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A. False
- B. True
Answer: B
NEW QUESTION # 15
Select all available options for adding widgets to a performance dashboard. (Choose four.)
- A. Interaction
- B. Grid
- C. Text
- D. Chart
- E. Agent Status
- F. Metric
Answer: A,D,E,F
NEW QUESTION # 16
Which view displays current metrics and information about queues if you have a membership?
- A. Queues Activity
- B. Queues
- C. Queues Performance
- D. My Queues Activity
Answer: D
NEW QUESTION # 17
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- 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.
Answer: B,D
Explanation:
Explanation
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as:
* Run reports during off-peak hours or schedule them for later delivery.
* Share reports with other users instead of creating multiple copies.
* Adjust report parameters to include only relevant data and filters.
* Review and delete unused or outdated reports regularly. References:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
NEW QUESTION # 18
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. False
- B. True
Answer: B
NEW QUESTION # 19
Which architectural approach is used to develop a single application as a suite of small services?
- A. Single Core Architecture
- B. Monolithic Architecture
- C. Genesys Cloud CX Salesforce Architecture
- D. Microservices Architecture
Answer: D
NEW QUESTION # 20
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
- A. Password Expiration
- B. Disable Location Detection
- C. Disable Genesys Cloud CX Login
- D. Open Admission
Answer: C
NEW QUESTION # 21
Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
- A. Workspaces
- B. Queues
- C. Groups
- D. People
Answer: A
NEW QUESTION # 22
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: D
Explanation:
Explanation
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 23
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?
- A. Base settings
- B. Hardware ID (MAC address)
- C. Phone name
- D. Phone model
Answer: B
Explanation:
Explanation
The hardware ID (MAC address) is what binds the phone's settings in Genesys Cloud CX to a physical phone.
A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/about-phones/ https://help.mypurecloud.com/articles/add-a-phone/
NEW QUESTION # 24
Which report displays the length of each session for one or more agents over a specified period of time?
- A. Agent Metrics Report
- B. Agent Activity Summary Report
- C. Agent Login-Logout Details Report
- D. Agent Quality Details Report
Answer: C
Explanation:
Explanation
The Agent Login-Logout Details Report is the report that displays the length of each session for one or more agents over a specified period of time in Genesys Cloud CX Performance menu. The Agent Login-Logout Details Report is a report that shows the times when agents logged in and out and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in the tenant's standard time zone. If an agent logs in to multiple DNs, the duration of the agent's overall login session, which is captured by the Active Time metric, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.
The Agent Login-Logout Details Report can help you measure and improve various aspects of your agent performance and activities, such as:
* Availability
* Productivity
* Conduct
* Satisfaction
You can view the Agent Login-Logout Details Report by selecting it from the Agents folder in Genesys Cloud CX Performance menu . You can also customize the report by setting various parameters, such as:
* Pre-set Day Filter
* Report Date
* Agent Group
* Agent
* Media Type
References: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 25
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. False
- B. True
Answer: B
Explanation:
Explanation
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/
NEW QUESTION # 26
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Update the Do Not Call list with records that have the appropriate wrap-up code.
- B. Specify time sets as a matching criteria.
- C. Determine how long to retain recordings and whether to archive or delete them.
- D. Set up a schedule to run a daily report.
- E. Automatically assign an evaluation for all calls over 5 minutes.
Answer: A,C,E
Explanation:
Explanation
Update the Do Not Call list with records that have the appropriate wrap-up code, automatically assign an evaluation for all calls over 5 minutes, and determine how long to retain recordings and whether to archive or delete them are three items that could be defined as policies in Genesys Cloud CX Quality Management.
Policies are rules that automate repetitive quality management tasks based on various criteria and conditions.
Policies can help contact center managers and supervisors streamline their quality management processes and ensure compliance with best practices and regulations. References:
https://help.mypurecloud.com/articles/about-policies/ https://help.mypurecloud.com/articles/create-a-policy/
NEW QUESTION # 27
Which of the following statements about scripts is true?
- A. Scripts can be used for inbound interactions only.
- B. Scripts can be used in all types of interactions.
- C. Scripts may be used for outbound dialing campaigns only.
- D. Scripts are only used to configure flows when setting up Architect.
Answer: B
NEW QUESTION # 28
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