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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Workforce Engagement and Management15%- Workforce optimization
  • 1. Scheduling and forecasting basics
    • 2. Agent performance management
      Reporting, Analytics, and Dashboards15%- Analytics tools
      • 1. Real-time and historical reporting
        • 2. Analytics Workspace usage
          Troubleshooting and Best Practices10%- Operational support
          • 1. Logging and diagnostics
            • 2. Performance and routing troubleshooting
              Routing and Interaction Management20%- ACD and routing logic
              • 1. Skills-based routing
                • 2. Queue configuration
                  - Omnichannel interactions
                  • 1. Interaction lifecycle handling
                    • 2. Voice, chat, email, messaging channels
                      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)
                              Integrations and Extensions15%- System integrations
                              • 1. Data Actions and APIs
                                • 2. CRM integrations

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                                  Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q112-Q117):

                                  NEW QUESTION # 112
                                  What level of permissions does a user require to view the organization settings?

                                  Answer: B

                                  Explanation:
                                  Admin is the level of permissions that a user requires to view the organization settings in Genesys Cloud CX. Organization settings are various options that define the behavior and appearance of your organization's account in Genesys Cloud CX. Organization settings include various features and functions, such as:
                                  Organization name
                                  Organization ID
                                  Time zone
                                  Language
                                  Currency
                                  Logo
                                  To view the organization settings in Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. Reference: https://help.mypurecloud.com/articles/organization-settings-overview/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/


                                  NEW QUESTION # 113
                                  Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?

                                  Answer: D

                                  Explanation:
                                  Reference:
                                  Disable Genesys Cloud CX Login is a feature that requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX. This feature prevents users from logging in with their Genesys Cloud CX credentials and requires them to use an SSO provider instead. This feature enhances security and simplifies user management for organizations that use SSO. Reference: https://help.mypurecloud.com/articles/disable-genesys-cloud-login/ https://help.mypurecloud.com/articles/about-single-sign-on/


                                  NEW QUESTION # 114
                                  Which of the following Edge features provides client and server-side call matching?

                                  Answer: A

                                  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. Reference: https://help.mypurecloud.com/articles/edge-device-overview/ https://help.mypurecloud.com/articles/call-broker/


                                  NEW QUESTION # 115
                                  The________provides a high-level overview of a campaign's performance

                                  Answer: D

                                  Explanation:
                                  The Campaign Performance Summary view in Genesys Cloud CX provides a high-level overview of a campaign's performance, summarizing key metrics and outcomes. This view is designed to give managers and supervisors a quick snapshot of how campaigns are performing, enabling them to assess the effectiveness of their outreach strategies and make informed decisions about adjustments or improvements needed to optimize results.


                                  NEW QUESTION # 116
                                  Which architectural approach is used to develop a single application as a suite of small services?

                                  Answer: A


                                  NEW QUESTION # 117
                                  ......

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