Practice Free GCP-GCX Exam Online Questions
Question #21
Number plan determines how many and which digits are necessary for call routing.
- A . True
- B . False
Correct Answer: A
A
Explanation:
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX.
A number plan can also define various aspects of call routing, such as:
How many digits are required to dial a destination number
Which digits are used to identify a country code, area code, or extension
Which digits are used to access an outside line or an operator
Which digits are used to indicate an emergency number or a special service
A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
A
Explanation:
Number plan determines how many and which digits are necessary for call routing is a true statement. A number plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX.
A number plan can also define various aspects of call routing, such as:
How many digits are required to dial a destination number
Which digits are used to identify a country code, area code, or extension
Which digits are used to access an outside line or an operator
Which digits are used to indicate an emergency number or a special service
A number plan can be added or modified based on the organizational requirements in Genesys Cloud CX. A number plan can also be tested with the call simulator tool in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/
https://help.mypurecloud.com/articles/test-destination-phone-numbers-with-the-call-simulator/
Question #22
Select the correct Telephony Connection Options from the list: Choose 3 answers
- A . Genesys Cloud CX Voice
- B . BYOC Cloud
- C . External Gateway
- D . AWS Bridge
- E . BYOC Premises
Correct Answer: A, B, E
A, B, E
Explanation:
Genesys Cloud CX offers various telephony connection options to accommodate different deployment and operational needs. "Genesys Cloud CX Voice" is the native telephony service, "BYOC Cloud" allows for the use of external cloud carriers, and "BYOC Premises" enables connection to traditional on-premises telephony infrastructure. These options provide flexibility in telephony integration and call management.
A, B, E
Explanation:
Genesys Cloud CX offers various telephony connection options to accommodate different deployment and operational needs. "Genesys Cloud CX Voice" is the native telephony service, "BYOC Cloud" allows for the use of external cloud carriers, and "BYOC Premises" enables connection to traditional on-premises telephony infrastructure. These options provide flexibility in telephony integration and call management.
Question #23
Genesys Cloud CX comes with a predefined set of number plans and outbound routes – Users cannot customize new number plans and outbound routes.
- A . True
- B . False
Correct Answer: B
B
Explanation:
Genesys Cloud CX provides the flexibility to customize telephony configurations, including the creation of new number plans and outbound routes. This allows organizations to tailor their telephony setup to their specific operational needs and call routing strategies, ensuring optimal call management and efficiency.
B
Explanation:
Genesys Cloud CX provides the flexibility to customize telephony configurations, including the creation of new number plans and outbound routes. This allows organizations to tailor their telephony setup to their specific operational needs and call routing strategies, ensuring optimal call management and efficiency.
Question #24
Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation
- A . True
- B . False
Correct Answer: B
B
Explanation:
Genesys Cloud CX does not automatically delete exported files from the inbox after a week. Users are responsible for managing their files, including the deletion of exported files when they are no longer needed. This approach gives users control over their data and ensures that important files are not inadvertently lost.
B
Explanation:
Genesys Cloud CX does not automatically delete exported files from the inbox after a week. Users are responsible for managing their files, including the deletion of exported files when they are no longer needed. This approach gives users control over their data and ensures that important files are not inadvertently lost.
Question #25
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
C
Explanation:
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows.
Reference:
https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/about-groups/
C
Explanation:
Queues and groups are both used to organize users within Genesys Cloud CX, but they have different purposes and capabilities. Queues are used to route interactions to agents based on various criteria, such as skills, availability, utilization, etc. Queues can also be used in Architect flows to define routing logic and actions for different types of interactions. Groups are used to manage users and their permissions, such as roles, divisions, etc. Groups cannot be used for routing interactions or in Architect flows.
Reference:
https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/about-groups/
Question #26
Organization setting that can be configured include: Choose 2 answers
- A . Queue Management
- B . invite Links
- C . Default Language
- D . Skill
Correct Answer: B, C
B, C
Explanation:
Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. "Invite Links" and "Default Language" are examples of such settings. "Invite Links" allows administrators to control how users are invited to the system, and "Default Language" sets the default language for the user interface, affecting all users unless they have set their own language preference.
B, C
Explanation:
Organization settings in Genesys Cloud CX can be configured to tailor the system to the specific needs of the organization. "Invite Links" and "Default Language" are examples of such settings. "Invite Links" allows administrators to control how users are invited to the system, and "Default Language" sets the default language for the user interface, affecting all users unless they have set their own language preference.
Question #27
From the Interactions View, it is possible to access the details of only Inbound interactions.
- A . True
- B . False
Correct Answer: A
Question #28
Which of the following components can be added to scripts? (Choose four.)
- A . Text
- B . Call Flow
- C . Checkbox
- D . Web Page
- E . Image
Correct Answer: ACDE
Question #29
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
- A . Agents
- B . Queues Activity
- C . Skills Performance
- D . Interactions
Correct Answer: C
C
Explanation:
Reference: https://help.mypurecloud.com/articles/skills-performance-view/#:~:text=The%20Skills%20Performance%20view%20displays,in%20one%20or%20multiple%20q ueues
The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing.
Reference: https://help.mypurecloud.com/articles/skills-performance-view/
C
Explanation:
Reference: https://help.mypurecloud.com/articles/skills-performance-view/#:~:text=The%20Skills%20Performance%20view%20displays,in%20one%20or%20multiple%20q ueues
The Skills Performance view helps supervisors analyze performance issues with a specific skill in one or more queues. It shows metrics such as service level, average speed of answer, average handle time, and abandonment rate for each skill. Supervisors can use this view to identify skills that need more training or staffing.
Reference: https://help.mypurecloud.com/articles/skills-performance-view/
Question #30
What is the correct statement about Divisions?
- A . A user can belong to more man one Division
- B . Users can only access the Division they belong to.
- C . Transactional objects (Interactions) are not division-aware.
- D . A User can belong to only one Division, but can access as many division as needed.
Correct Answer: D
D
Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.
D
Explanation:
In Genesys Cloud CX, Divisions are used to segment and organize resources such as users, queues, and interactions for administrative, routing, and reporting purposes. A user is typically assigned to a single primary Division but can be granted permissions to access resources in multiple Divisions as needed. This structure allows for flexibility in managing access and visibility across different organizational units within the Genesys Cloud environment, ensuring that users have the necessary access to perform their roles effectively while maintaining organizational security and governance.