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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Genesys Cloud CX Development | - Custom applications - API design and implementation - Building custom features and integrations - Workflow development | |
| Topic 2: Implementation | 40% | - Customer service strategy alignment - Workflow setup and best practices - Routing configuration - Integrations with organizational goals |
| Topic 3: Genesys Cloud CX Architecture | - Infrastructure components - System design and integration strategy - Platform deployment models | |
| Topic 4: Genesys Cloud CX Reporting and Analytics | 20% | - Data-driven recommendations - Trend identification - Performance metrics analysis - Custom report building - Dashboard interpretation |
| Topic 5: Genesys Cloud CX Administration | 40% | - User setup and management - Security and permissions management - Contact center configuration - Governance policies |
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NEW QUESTION # 14
Which of the following is NOT a Genesys Cloud CX Collaborate feature?
Answer: A
Explanation:
Explanation
AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX. Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:
* Text Chat
* Video Chat
* Content Management
* Group Messaging
* Presence Indicators
AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots. AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:
* Intent Recognition
* Entity Extraction
* Sentiment Analysis
* Conversation Flow
* Knowledge Base
References: https://help.mypurecloud.com/articles/collaborate-overview/
https://help.mypurecloud.com/glossary/ai-chat/
NEW QUESTION # 15
Which role is automatically assigned to a new user?
Answer: D
NEW QUESTION # 16
Select the categories of Prompts in Architect. (Choose two.)
Answer: A,D
Explanation:
Explanation
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. References: https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
NEW QUESTION # 17
Which view helps supervisors analyze performance issues with a specific skill in one or more queues?
Answer: A
Explanation:
Reference:
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/
NEW QUESTION # 18
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
Answer: A
Explanation:
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent. Routing is a process that determines how to handle incoming interactions based on various criteria, such as customer profile, agent skills, queue availability, etc. Routing can direct interactions to different resources, such as IVR menus, chatbots, voicebots, agents, queues, etc. Routing can also optimize the customer experience and the contact center performance by matching each interaction with the best available resource. Reference: https://help.mypurecloud.com/glossary/routing/ https://help.mypurecloud.com/articles/about-routing/
NEW QUESTION # 19
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