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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics, and Quality Management | 15% | - Call recording, evaluation forms, and quality monitoring - Custom reports and data insights - Dashboards, views, and standard reports |
| Topic 2: Integrations, Data Actions, and System Administration | 10% | - Data actions and web services - Third-party integrations and APIs - System maintenance, backup, and troubleshooting |
| Topic 3: Genesys Cloud CX Architecture and Core Concepts | 20% | - Platform overview and components - Licensing models and capabilities - Access and navigation |
| Topic 4: Core Contact Center Configuration | 20% | - Scripts, flows, and IVR configuration - Schedules, holidays, and time zones - Queues, skills, and proficiency models |
| Topic 5: Routing and Interaction Management | 20% | - Architect flow design and implementation - Omnichannel interactions: voice, email, chat, messaging - ACD routing strategies |
| Topic 6: User and Organization Management, Security, and Compliance | 15% | - User setup, roles, and permissions - Groups, departments, and organization structure - Security settings and compliance requirements |
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NEW QUESTION # 70
Genesys Cloud CX automatically deletes exported files from the inbox a week after its creation
Answer: A
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.
NEW QUESTION # 71
Where are Genesys Cloud CX call recordings stored by default?
Answer: C
NEW QUESTION # 72
Which of the following is NOT a feature of Genesys Cloud CX contact center?
Answer: C
Explanation:
Explanation
Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:
* Workforce Management
* Quality Management
* Automatic Call Distribution
* Skill-based Routing
* Omnichannel Routing
* Analytics and Reporting
* Artificial Intelligence
* Integrations References: https://www.genesys.com/genesys-cloud/features/contact-center
https://www.genesys.com/glossary/human-capital-management
NEW QUESTION # 73
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
Answer: A,D,E
Explanation:
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement
NEW QUESTION # 74
Which of the following Edge feature contains the built-in remote survivability mode?
Answer: A
Explanation:
Explanation
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
NEW QUESTION # 75
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