Genesys Cloud CX Certified Professional – Consolidated

Roles are used to ensure that people within an organization have the appropriate rights and permissions they need within Genesys Cloud CX. A role is a collection of permissions that can be assigned to users, allowing them to perform their job functions effectively.

Genesys Cloud CX indeed supports embedded clients for Salesforce and Zendesk. These integrations are utilized to streamline workflows and enhance user experience by allowing the integration of Genesys Cloud functionalities directly within the Salesforce and Zendesk platforms.

AND Evaluation Methods typically involve evaluating the skills of agents to route queries effectively. 'All skills matching' ensures that all required skills are matched for a query, 'Best available skills' finds the best available agent based on skills, and 'Disregard skills' means that skills are not considered in the evaluation process. These are methods focused on skill evaluation as opposed to routing methods like 'Bullseye matching' or 'Agent availability'.

The distinguishing feature between queues and groups is that queues allow for more complex scenarios like skill-based routing. Queues are specifically designed to manage and distribute work items, such as calls, based on specified criteria like agent skills or availability. This ensures that the right agent handles each call efficiently. Groups, on the other hand, are simpler constructs used to organize sets of users without these advanced routing capabilities.

The categories of ACD skills that can be added to a user or an interaction are 'Language' and 'Skills'. 'Language' refers to language proficiency, an essential skill in customer interactions, while 'Skills' covers other necessary competencies. 'Roles' and 'Queue' refer to organizational or system structures, not categories of ACD skills.