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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Troubleshooting and Best Practices10%- Operational support
  • 1. Performance and routing troubleshooting
    • 2. Logging and diagnostics
      Topic 2: Routing and Interaction Management20%- Omnichannel interactions
      • 1. Voice, chat, email, messaging channels
        • 2. Interaction lifecycle handling
          - ACD and routing logic
          • 1. Queue configuration
            • 2. Skills-based routing
              Topic 3: Reporting, Analytics, and Dashboards15%- Analytics tools
              • 1. Real-time and historical reporting
                • 2. Analytics Workspace usage
                  Topic 4: Workforce Engagement and Management15%- Workforce optimization
                  • 1. Scheduling and forecasting basics
                    • 2. Agent performance management
                      Topic 5: Genesys Cloud Platform Core Concepts20%- Platform configuration basics
                      • 1. Tenant setup and administration
                        • 2. User and role management
                          - Cloud architecture fundamentals
                          • 1. Genesys Cloud CX architecture overview
                            • 2. Core platform components (ACD, routing engine, admin UI)
                              Topic 6: Integrations and Extensions15%- System integrations
                              • 1. CRM integrations
                                • 2. Data Actions and APIs

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                                  GCP-GCX Cert Exam - Interactive GCP-GCX Questions

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                                  Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q142-Q147):

                                  NEW QUESTION # 142
                                  All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
                                  __________.

                                  Answer: F

                                  Explanation:
                                  Explanation
                                  Configuring a trunk is not a step that needs to be completed to configure an Edge appliance. A trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. A trunk is not part of the Edge configuration, but rather a separate entity that can be associated with an Edge group. The steps that need to be completed to configure an Edge appliance are:
                                  * Create a Site
                                  * Create an Edge Group
                                  * Associate the network interface
                                  * Authenticate the Edge
                                  * Configure the Edge Connectors
                                  * Assign the Edge to a Site References: https://help.mypurecloud.com/articles/configure-an-edge-device/
                                  * https://help.mypurecloud.com/articles/about-trunks/


                                  NEW QUESTION # 143
                                  Organizations with Communicate licenses can set up basic IVR with inbound call flow

                                  Answer: B

                                  Explanation:
                                  Organizations with Communicate licenses in Genesys Cloud CX have the capability to set up basic Interactive Voice Response (IVR) systems as part of their inbound call flows. This allows for the creation of automated menus and routing options that can direct callers to the appropriate department or information, enhancing the efficiency of call handling and improving the caller experience.


                                  NEW QUESTION # 144
                                  What is the distinguishing feature between queues and groups?

                                  Answer: D

                                  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/


                                  NEW QUESTION # 145
                                  Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)

                                  Answer: A,B,E


                                  NEW QUESTION # 146
                                  Select the features available in Genesys Cloud CX Architect. (Choose three.)

                                  Answer: B,C,E

                                  Explanation:
                                  Explanation
                                  Genesys Cloud CX Architect is a feature that allows administrators to create and manage call flows for inbound and outbound voice interactions. Architect provides various actions and tasks that can be used to define the logic and behavior of call flows. Some of these features are playing pre-recorded messages, converting text to speech, receiving and routing calls, collecting user input, transferring calls, etc. References:
                                  https://help.mypurecloud.com/articles/about-architect/
                                  https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/


                                  NEW QUESTION # 147
                                  ......

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