Genesys Cloud CX Certified Professional – Consolidated Exam Questions

Here you have the best Genesys GCP-GCX practice exam questions.

Some things you may want to keep in mind about this practice exam questions:

You have 124 total questions to study from
Each page has 5 questions, making a total of 25 pages
You can navigate through the pages using the buttons at the bottom
This questions were last updated on September 18, 2024

Question 1 of 124

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.

Workgroups

B.

Rooms

C.

Groups

D.

Roles

Correct Answer: D

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.

Question 2 of 124

Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.

A.

True

B.

False

Correct Answer: A

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.

Question 3 of 124

Which of the following are AND Evaluation Methods? (Choose three.)

A.

All skills matching

B.

Best available skills

C.

Bullseye matching

D.

Disregard skills

E.

Agent availability

Correct Answer: ABD

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'.

Question 4 of 124

What is the distinguishing feature between queues and groups?

A.

Queues can have agents as members, while groups cannot.

B.

Both queues and groups have the same ACD capabilities.

C.

Unlike groups, queues allow for more complex scenarios like skill-based routing.

D.

Queues can be used in Architect flows, while groups cannot.

Correct Answer: C

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.

Question 5 of 124

Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)

A.

Language

B.

Roles

C.

Skills

D.

Queue

Correct Answer: AC

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.