Practice Free GCP-GCX Exam Online Questions
Question #41
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A . Harmony OS
- B . iOS
- C . Windows 10 Mobile
- D . Android
Correct Answer: BD
BD
Explanation:
iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications. Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile
applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more.
Reference:
https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/
https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/
BD
Explanation:
iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications. Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile
applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more.
Reference:
https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/
https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/
Question #42
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.)
- A . Language skills
- B . Additional attribute ratings
- C . ACD skills
- D . Time since last ACD interaction
- E . Staffing requirements
Correct Answer: ABC
ABC
Explanation:
Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent’s proficiency or preference for handling certain types of interactions or customers.
For example:
Language skills indicate an agent’s ability to speak or write in different languages.
Additional attribute ratings indicate an agent’s knowledge or experience with specific products, services, topics, etc.
ACD skills indicate an agent’s capability or willingness to handle different media types or queues.
Genesys Cloud CX ACD uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.
Reference:
https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-additional-attribute-ratings-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
ABC
Explanation:
Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent’s proficiency or preference for handling certain types of interactions or customers.
For example:
Language skills indicate an agent’s ability to speak or write in different languages.
Additional attribute ratings indicate an agent’s knowledge or experience with specific products, services, topics, etc.
ACD skills indicate an agent’s capability or willingness to handle different media types or queues.
Genesys Cloud CX ACD uses these attributes to match each interaction with an agent who has the highest ratings for those attributes.
Reference:
https://help.mypurecloud.com/articles/about-acd-evaluation-methods/
https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-additional-attribute-ratings-to-an-agent-profile/
https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
Question #43
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A . Automatically creates an email address and routes all such emails to this address.
- B . Does not route the emails to any email address.
- C . Sends the emails to anyone who has the admin role assigned in your organization.
- D . Collects such emails and stores it until an email address to report issues is configured.
Correct Answer: C
C
Explanation:
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor.
Reference:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
C
Explanation:
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor.
Reference:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/