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Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Certification Exam is a comprehensive exam aimed at testing the proficiency of professionals in Genesys Cloud CX, a cloud-based customer experience solution. GCP-GCX exam is designed to evaluate the expertise of professionals in deploying, configuring, and troubleshooting Genesys Cloud CX solutions. Genesys Cloud CX Certified Professional - Consolidated Exam certification is globally recognized and provides an excellent opportunity for professionals to showcase their skills and knowledge in the customer experience domain.
Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Certification Exam is a comprehensive certification exam designed for professionals who want to demonstrate their knowledge and skills in using the Genesys Cloud CX platform. Genesys Cloud CX Certified Professional - Consolidated Exam certification exam covers a wide range of topics related to Genesys Cloud CX, including call routing, interaction recording, and chatbot development. GCP-GCX exam is designed to test the candidate's understanding of the platform and their ability to use it effectively to provide excellent customer service.
NEW QUESTION # 45
Why are Divisions important in an organization?
- A. Divisions allow the organization to control which roles can be assigned to users.
- B. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- C. Divisions define which users can be assigned to queues.
- D. Divisions are used to divide interactions equally between 2 or more queues.
Answer: B
Explanation:
Explanation
Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division. References: https://help.mypurecloud.com/glossary/division/
https://help.mypurecloud.com/articles/about-divisions/
NEW QUESTION # 46
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. True
- B. False
Answer: A
NEW QUESTION # 47
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
- A. Dialog boxes
- B. IVR prompts
- C. Scripts
- D. Toast pop-ups
Answer: C
Explanation:
Explanation
Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction. References:
https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/
NEW QUESTION # 48
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. True
- B. False
Answer: B
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 # 49
Which options can be configured when setting up a queue? (Choose two.)
- A. Wrap-up Codes
- B. Inbound Flows
- C. Utilization
- D. ACD Skills
- E. Alerting Timeout
Answer: D,E
NEW QUESTION # 50
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?
- A. Update her manager and her peers in her profile.
- B. Update her peers. Genesys Cloud CX will then update her manager automatically.
- C. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- D. Do nothing. Genesys Cloud CX will update everything automatically.
Answer: A
NEW QUESTION # 51
Which Genesys Cloud CX feature helps reduce wait time for each call?
- A. Workforce Management
- B. Automatic Call Distribution
- C. Skill-based Routing
- D. IVR
Answer: C
NEW QUESTION # 52
You can add more than one outbound route to the contact center.
- A. True
- B. False
Answer: A
Explanation:
Explanation
You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls. References:
https://help.mypurecloud.com/articles/add-an-outbound-route/
https://help.mypurecloud.com/articles/outbound-routes-overview/
NEW QUESTION # 53
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. Hardware ID (MAC address)
- B. Phone model
- C. Phone name
- D. Base settings
Answer: A
NEW QUESTION # 54
Which of the following statements is NOT true regarding numbering plan?
- A. Numbering plan can be added or modified based on the organizational requirements.
- B. Numbering plan is also known as a dial plan.
- C. It has to be created manually.
- D. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.
Answer: C
NEW QUESTION # 55
What type of trunk would you configure to connect to AudioCodes phones?
- A. Phone trunk
- B. External trunk
- C. Network interface trunk
- D. WebRTC phone trunk
Answer: A
Explanation:
Explanation
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. References: https://help.mypurecloud.com/glossary/trunk/
https://help.mypurecloud.com/articles/create-a-phone-trunk/
https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/
NEW QUESTION # 56
Alerts that have been read are not included in the alert count, even if they are still active.
- A. True
- B. False
Answer: B
Explanation:
Explanation
Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX.
Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed.
However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert. References: https://help.mypurecloud.com/articles/about-alerts/
https://help.mypurecloud.com/articles/view-and-manage-alerts/
NEW QUESTION # 57
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
- A. Groups
- B. Rooms
- C. Roles
- D. Workgroups
Answer: C
Explanation:
Explanation
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/
NEW QUESTION # 58
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
- A. Public Interface Services
- B. Core Services
- C. Application Services
- D. Communication Services
Answer: B
NEW QUESTION # 59
What level of permissions does a user require to view the organization settings?
- A. Supervisor
- B. Agent
- C. All of the above
- D. Admin
Answer: D
Explanation:
Explanation
Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX.
Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as:
* Organization name
* Organization ID
* Time zone
* Language
* Currency
* Logo
To view the organization settings in Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References:
https://help.mypurecloud.com/articles/organization-settings-overview/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
NEW QUESTION # 60
Which of the following statements about scripts is true?
- A. Scripts are only used to configure flows when setting up Architect.
- B. Scripts may be used for outbound dialing campaigns only.
- C. Scripts can be used in all types of interactions.
- D. Scripts can be used for inbound interactions only.
Answer: C
Explanation:
Explanation
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc. References: https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
NEW QUESTION # 61
Which of the following components can be added to scripts? (Choose four.)
- A. Call Flow
- B. Text
- C. Checkbox
- D. Image
- E. Visual Basic Control
- F. Web Page
Answer: B,C,D,F
Explanation:
Explanation
Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script.
References: https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/
https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/
https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/
https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/
NEW QUESTION # 62
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A. VR
- B. AI
- C. Workforce Engagement
- D. Human Capital Management
- E. Digital
Answer: C,D,E
NEW QUESTION # 63
Which of the following are AND Evaluation Methods? (Choose three.)
- A. All skills matching
- B. Best available skills
- C. Disregard skills
- D. Bullseye matching
- E. Agent availability
Answer: A,B,D
Explanation:
Explanation
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction.
There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. References:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
NEW QUESTION # 64
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The GCP-GCX Exam is a comprehensive exam that covers all aspects of Genesys Cloud CX. GCP-GCX exam is designed to test individuals on their knowledge of the platform, as well as their ability to apply that knowledge in practical scenarios. The GCP-GCX Exam is an important certification for professionals who work with Genesys Cloud CX and is highly valued by employers. By passing the GCP-GCX Exam, professionals can demonstrate their proficiency in Genesys Cloud CX and open up new career opportunities in the field.
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