1
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?
2
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
3
Which of the following are AND Evaluation Methods? (Choose three.)
Choose one or more answers
4
What is the distinguishing feature between queues and groups?
5
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
Choose one or more answers
6
Which feature enables a voice interaction to interrupt an email interaction?
7
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
8
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
9
Which role is automatically assigned to a new user?
10
Select the features available in Genesys Cloud CX Architect. (Choose three.)
Choose one or more answers
11
Select the categories of Prompts in Architect. (Choose two.)
Choose one or more answers
12
Which of the following statements about scripts is true?
13
Which of the following components can be added to scripts? (Choose four.)
Choose one or more answers
14
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
15
Which of the following is not a Quality Management feature?
16
Where are Genesys Cloud CX call recordings stored by default?
17
Which of the following statements defines a critical question in an Evaluation Form?
18
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
Choose one or more answers
19
Which of the following types of interactions can be configured for Recording Policies?
20
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
21
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
Choose one or more answers
22
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
Choose one or more answers
23
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
24
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
25
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
26
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?
27
Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
28
If you have not configured an email address to report issues to, Genesys Cloud CX:
29
To assign extensions to users, you must first __________.
30
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
Choose one or more answers
31
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
Choose one or more answers
32
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
33
Which of the following Edge features provides client and server-side call matching?
34
What additional functionality does Communicate bring to Genesys Cloud CX?
35
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
36
Genesys Cloud CX Voice is __________.
37
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
38
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
Choose one or more answers
39
Which of the following statements about WebRTC phones is incorrect?
40
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
41
Which of the following Edge feature contains the built-in remote survivability mode?
42
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.
43
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?
44
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)
Choose one or more answers
45
Unused reports need to be disabled manually to prevent unnecessary load on the system.
46
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
47
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
48
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
Choose one or more answers
49
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?
50
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
51
Which view displays current metrics and information about queues if you have a membership?
52
What is the maximum limit for creating performance dashboards for private users?
53
Eva, a contact center supervisor, wants to determine agent performance issues with interactions that set a specific wrap-up code in one or multiple queues.
Which of the following views can help Eva identify such issues?
54
Jenny is monitoring five queues in real-time. She identifies one of the queues' Service Level percentage to be below the threshold level.
Which of the following will help her view specific information about the queue in real-time?
55
Select all available options for adding widgets to a performance dashboard. (Choose five.)
Choose one or more answers
56
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
Choose one or more answers
57
Which Genesys Cloud CX feature helps reduce wait time for each call?
58
Which of the following is NOT a feature of Genesys Cloud CX contact center?
59
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
60
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)
Choose one or more answers
61
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
62
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
Choose one or more answers
63
Alerts that have been read are not included in the alert count, even if they are still active.
64
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
65
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?
66
Which options can be configured when setting up a queue? (Choose two.)
Choose one or more answers
67
Why are Divisions important in an organization?
68
Under which container is Queue available?
69
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?
70
If you have not created any additional templates, you will have several default template options when creating a new script.
These default templates are: (Choose four.)
Choose one or more answers
71
You cannot add variables to a script.
72
Currently, you manage all agents' schedules using a spreadsheet. This shows when each agent is working, when they are on breaks, and when they have meetings or other events that take them away from the queue. You would like to manage these in an easier and more automated way.
Which Genesys Cloud CX contact center feature can you use to replace and automate the spreadsheet schedule?
73
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
Choose one or more answers
74
Which of the following items need to be configured for an outbound campaign? (Choose three.)
Choose one or more answers
75
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
76
Select all the question types available while creating an Evaluation Form. (Choose three.)
Choose one or more answers
77
Which of the following statements is NOT true regarding Management Units?
78
Which architectural approach is used to develop a single application as a suite of small services?
79
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
80
Instant messaging costs are significantly less than long-distance phone conversations.
81
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
Choose one or more answers
82
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?
83
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
Choose one or more answers
84
How do you represent your organization when you contact the Genesys Cloud CX support team?
85
What level of permissions does a user require to view the organization settings?
86
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?
87
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
88
What type of trunk would you configure to connect to AudioCodes phones?
89
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)
Choose one or more answers
90
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
Choose one or more answers
91
Number plan determines how many and which digits are necessary for call routing.
92
_________ binds the numbering plan with the trunk.
93
You can add more than one outbound route to the contact center.
94
Where can you add preconfigured settings to the phones?
95
Which of the following statements is NOT true regarding numbering plan?
96
WebRTC phones require all hardware and software to be properly installed.
97
Where do you add the list of IP or CIDR addresses which are allowed or denied access to an External or Phone Trunk?
98
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
99
Which of following file formats are available to export a report? (Choose three.)
Choose one or more answers
100
Which of the following statements are true? (Choose three.)
Choose one or more answers
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