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To be eligible to take the GCP-GCX Exam, candidates must have a solid understanding of customer experience and contact center operations, as well as experience working with Genesys Cloud CX. GCP-GCX exam consists of multiple-choice questions and is administered online. The GCP-GCX certification is valid for two years, and candidates must recertify every two years to maintain their certification. Genesys Cloud CX Certified Professional - Consolidated Exam certification demonstrates to employers and clients that a professional has the knowledge and skills needed to effectively use and manage the Genesys Cloud CX platform.
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NEW QUESTION # 79
Which embedded clients does Genesys Cloud CX support? Choose 2 answers
Answer: A,C
Explanation:
Genesys Cloud CX supports integration with various CRM systems to enhance customer interactions by providing agents with comprehensive customer information directly within their workspace. Among the available integrations, Salesforce and Zendesk are notable for their seamless integration capabilities with Genesys Cloud CX, allowing agents to access customer data, log interactions, and manage customer relationships efficiently within the embedded clients. This integration facilitates improved customer service and personalized interactions by leveraging the rich functionalities of Salesforce and Zendesk within the Genesys Cloud environment.
NEW QUESTION # 80
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
Answer: B,E
Explanation:
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
Languages indicate an agent's ability to speak or write in different languages.
Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing 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-acd-skills-to-an-agent-profile/
NEW QUESTION # 81
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
Answer: B,E
Explanation:
Explanation
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent.
Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
* Languages indicate an agent's ability to speak or write in different languages.
* Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. References: 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-acd-skills-to-an-agent-profile/
NEW QUESTION # 82
Which Genesys Cloud CX feature helps reduce wait time for each call?
Answer: B
NEW QUESTION # 83
Which of the following Edge features provides client and server-side call matching?
Answer: B
Explanation:
Explanation
Call broker is the Edge feature that provides client and server-side call matching. Call broker is a service that runs on the Edge device and manages call control and signaling for inbound and outbound calls. Call broker matches incoming calls with outgoing calls based on various criteria, such as caller ID, DNIS, ANI, etc.
References: https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/call-broker/
NEW QUESTION # 84
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