GCD - GENESYS CLOUD CX CERTIFIED

GCD - GENESYS CLOUD CX CERTIFIED

DEVELOPER - CONSOLIDATED

QUESTIONS WITH CORRE CT ANSWERS

Question: Which three components make up the Genesys

Cloud Platform?

• Collaborate, Communicate, and Contact Center
• Collaborate, Communicate, and Customer Support
• Collaborate, Communicate, and Call Center

Correct Answer: A. Collaborate, Communicate, and Contact

Center

Question: There is only one level of licensing for Genesys

Cloud Contact Center.

Correct Answer: False

Question: Select the key features of Genesys Cloud Contact

Center (choose four).

• Outbound Calls
• Scripts

C. ACD

• Agent Interface
• Contact Center Management

F. AWS

Correct Answer: B. Scripts

C. ACD

• Agent Interface
• Contact Center Management

Question: What are the routing types used by Genesys

Cloud?

• Outbound Contact and Inbound Contact
• AWS Routing and IVR Routing
• IVR Routing and ACD Routing
• WFM Routing and IVR Routing

Correct Answer: C. IVR Routing and ACD Routing

Question: Only a supervisor can activate/deactivate an agent

from a queue.

Correct Answer: False

Question: Identify the correct description for Best Available

Skills:

• ACD selects the agent with the longest time since the last

interaction.

• ACD only considers agents who have all the required

skills.

• ACD builds a list of agents with all skills; puts the agents

in sequence by time since last interaction and scored by average proficiency ratings.

Correct Answer: C. ACD builds a list of agents with all

skills; puts the agents in sequence by time since last interaction and scored by average proficiency ratings.

Question: Which of the following attributes are assigned to

agents to ensure that interactions are routed to the most appropriate agent? (Select all that apply.)

• Languages
• Desire to Use
• A Score
• Skills

Correct Answer: A. Languages

• Skills

Question: You can rename the Home division and move

objects into and out of it, but you cannot delete it.

Correct Answer: True

Question: Architect is available to all agents by default.

Correct Answer: False

Question: Using Scripts, you can present information about a

caller to an agent, such as the caller's name and address.

Correct Answer: True

Question: A campaign can have multiple DNC lists.

Correct Answer: True

Question: What is the purpose of an evaluation form in

quality management (choose two)?

• They measure how well your agents are performing at

their job.

• They measure the effectiveness of a campaign.
• They provide customers a way to provide feedback about

their experience.

• They can highlight where additional agent training may be

needed.

Correct Answer: A. They measure how well your agents are

performing at their job.

• They can highlight where additional agent training may be

needed.

Question: Which one of the following Genesys Cloud CX

Contact Center features is most useful in getting a customer to the proper agent in the shortest amount of time?

• Workforce Management

B. ACD

• Quality Management
• Scripts

Correct Answer: B. ACD