Practice Free GCP-GCX Exam Online Questions
Question #1
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A . True
- B . False
Correct Answer: A
A
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.
Reference:
https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
A
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.
Reference:
https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
Question #2
Where can you add preconfigured settings to the phones?
- A . Admin > Telephone > Phone Management > Calls
- B . Admin > Telephone > Phone Management > Phones
- C . Admin > Telephone > Phone Management > Base Settings
Correct Answer: C
C
Explanation:
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX.
Base settings can include various options, such as:
Phone model
Firmware version
Line keys
Soft keys
Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version.
Reference:
https://help.mypurecloud.com/articles/base-settings-overview/
https://help.mypurecloud.com/articles/create-a-base-settings-profile/
C
Explanation:
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX.
Base settings can include various options, such as:
Phone model
Firmware version
Line keys
Soft keys
Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version.
Reference:
https://help.mypurecloud.com/articles/base-settings-overview/
https://help.mypurecloud.com/articles/create-a-base-settings-profile/
Question #3
Which embedded clients does Genesys Cloud CX support? Choose 2 answers
- A . Oracle
- B . Salesforce
- C . Zendesk
- D . Zoho
Correct Answer: B, C
B, C
Explanation:
Genesys Cloud CX supports integration with various CRM systems to enhance customer interactions by providing agents with comprehensive customer information directly within their workspace. Among the available integrations, Salesforce and Zendesk are notable for their seamless integration capabilities with Genesys Cloud CX, allowing agents to access customer data, log interactions, and manage customer relationships efficiently within the embedded clients. This integration facilitates improved customer service and personalized interactions by leveraging the rich functionalities of Salesforce and Zendesk within the Genesys Cloud environment.
B, C
Explanation:
Genesys Cloud CX supports integration with various CRM systems to enhance customer interactions by providing agents with comprehensive customer information directly within their workspace. Among the available integrations, Salesforce and Zendesk are notable for their seamless integration capabilities with Genesys Cloud CX, allowing agents to access customer data, log interactions, and manage customer relationships efficiently within the embedded clients. This integration facilitates improved customer service and personalized interactions by leveraging the rich functionalities of Salesforce and Zendesk within the Genesys Cloud environment.
Question #4
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
- A . Languages
- B . Medians
- C . Skills
- D . Index Ratings
- E . Knowledge levels
Correct Answer: AC
AC
Explanation:
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent’s proficiency or preference for handling certain types of interactions or customers. For example:
Languages indicate an agent’s ability to speak or write in different languages.
Skills indicate an agent’s capability or willingness to handle different media types or queues.
Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.
Reference:
https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
AC
Explanation:
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent’s proficiency or preference for handling certain types of interactions or customers. For example:
Languages indicate an agent’s ability to speak or write in different languages.
Skills indicate an agent’s capability or willingness to handle different media types or queues.
Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.
Reference:
https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
Question #5
Which architectural approach is used to develop a single application as a suite of small services?
- A . Monolithic Architecture
- B . Microservices Architecture
- C . Genesys Cloud CX Salesforce Architecture
- D . Single Core Architecture
Correct Answer: B
B
Explanation:
Microservices Architecture is an architectural approach that is used to develop a single application as a suite of small services. Microservices Architecture is a design pattern that breaks down an application into independent components or modules that communicate with each other through well-defined interfaces or APIs. Microservices Architecture enables faster development, deployment, scaling, testing, and maintenance of applications by allowing each service to run in its own process and be managed by a small team.
Reference:
https://www.genesys.com/glossary/microservices-architecture
https://www.genesys.com/en-gb/platform/cloud
B
Explanation:
Microservices Architecture is an architectural approach that is used to develop a single application as a suite of small services. Microservices Architecture is a design pattern that breaks down an application into independent components or modules that communicate with each other through well-defined interfaces or APIs. Microservices Architecture enables faster development, deployment, scaling, testing, and maintenance of applications by allowing each service to run in its own process and be managed by a small team.
Reference:
https://www.genesys.com/glossary/microservices-architecture
https://www.genesys.com/en-gb/platform/cloud
Question #6
Number plan determines how many and which digits are necessary for call routing.
- A . True
- B . False
Correct Answer: A
A
Explanation:
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX.
A number plan can also define various aspects of call routing, such as:
How many digits are required to dial a destination number
Which digits are used to identify a country code, area code, or extension
Which digits are used to access an outside line or an operator
Which digits are used to indicate an emergency number or a special service
A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
A
Explanation:
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX.
A number plan can also define various aspects of call routing, such as:
How many digits are required to dial a destination number
Which digits are used to identify a country code, area code, or extension
Which digits are used to access an outside line or an operator
Which digits are used to indicate an emergency number or a special service
A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
Question #7
Which report displays the length of each session for one or more agents over a specified period of time?
- A . Agent Activity Summary Report
- B . Agent Metrics Report
- C . Agent Login-Logout Details Report
- D . Agent Quality Details Report
Correct Answer: C
C
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
Reference: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
C
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
Reference: https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/reports-overview/
Question #8
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A . Automatic Call Distribution
- B . Workforce Management
- C . Skill-based Routing
- D . IVR
Correct Answer: D
D
Explanation:
IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent’s assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support.
Reference:
https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/
https://help.mypurecloud.com/articles/about-architect/
D
Explanation:
IVR (Interactive Voice Response) is a feature that helps reduce wait time for each call. IVR is a system that allows callers to interact with an automated menu using voice commands or touch-tone keypad inputs. IVR can provide callers with information, options, or self-service functions without requiring an agent’s assistance. This way, IVR can reduce the number of calls that need to be transferred to agents and shorten the wait time for callers who need agent support.
Reference:
https://help.mypurecloud.com/glossary/interactive-voice-response-ivr/
https://help.mypurecloud.com/articles/about-architect/
Question #9
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 . Disable Location Detection
- B . Password Expiration
- C . Disable Genesys Cloud CX Login
- D . Open Admission
Correct Answer: C
C
Explanation:
Reference: https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO
Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users from logging in with their Genesys Cloud CX credentials and requires them to use an SSO provider instead. This feature enhances security and simplifies user management for organizations that use SSO.
Reference:
https://help.mypurecloud.com/articles/disable-genesys-cloud-login/
https://help.mypurecloud.com/articles/about-single-sign-on/
C
Explanation:
Reference: https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO
Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users from logging in with their Genesys Cloud CX credentials and requires them to use an SSO provider instead. This feature enhances security and simplifies user management for organizations that use SSO.
Reference:
https://help.mypurecloud.com/articles/disable-genesys-cloud-login/
https://help.mypurecloud.com/articles/about-single-sign-on/
Question #10
You suspect that one of your agents is not productive.
Which report would you run to view the agent’s time on breaks and login/logout details?
- A . Interaction Details Report
- B . User Status Detail Report
- C . Agent Metrics Report
- D . Queue Metrics Daily Report
Correct Answer: C
C
Explanation:
The Agent Login-Logout Details Report is a report that would help you view an agent’s time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.
Reference:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
C
Explanation:
The Agent Login-Logout Details Report is a report that would help you view an agent’s time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.
Reference:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/