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Genesys GCP-GCX Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Reporting, Analytics, and Dashboards	15%	- Analytics tools 1. Real-time and historical reporting 2. Analytics Workspace usage
Topic 2: Integrations and Extensions	15%	- System integrations 1. Data Actions and APIs 2. CRM integrations
Topic 3: Routing and Interaction Management	20%	- ACD and routing logic 1. Queue configuration 2. Skills-based routing - Omnichannel interactions 1. Interaction lifecycle handling 2. Voice, chat, email, messaging channels
Topic 4: Genesys Cloud Platform Core Concepts	20%	- Cloud architecture fundamentals 1. Core platform components (ACD, routing engine, admin UI) 2. Genesys Cloud CX architecture overview - Platform configuration basics 1. User and role management 2. Tenant setup and administration
Topic 5: Troubleshooting and Best Practices	10%	- Operational support 1. Performance and routing troubleshooting 2. Logging and diagnostics
Topic 6: Workforce Engagement and Management	15%	- Workforce optimization 1. Agent performance management 2. Scheduling and forecasting basics

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Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q83-Q88):

NEW QUESTION # 83
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?

A. Add meaningful tags to the document.
B. Add a priority of "High" to the document.
C. Number the document such that it appears on the top of the list.
D. Ensure that the document name is easy to search for.

Answer: A

Explanation:
Explanation
Adding meaningful tags to the document is what you must do to ensure that users can find the document when needed after you have added a new document to Genesys Cloud CX Collaborate Workspace. Tags are keywords or phrases that describe the content or purpose of a document in Workspace. Tags help users to find documents faster and easier by using filters or search queries based on tags. You can add tags to a document when you create or edit it in Workspace. References:
https://help.mypurecloud.com/articles/add-tags-to-a-document/
https://help.mypurecloud.com/articles/search-for-a-document/

NEW QUESTION # 84
Which of the following statements is NOT true regarding numbering plan?

A. Numbering plan can be added or modified based on the organizational requirements.
B. Numbering plan is also known as a dial plan.
C. It has to be created manually.
D. It is a telecommunication scheme where telephone numbers are assigned to subscribers and telephony endpoints.

Answer: C

Explanation:
Explanation
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:
* How many digits are required to dial a destination number
* Which digits are used to identify a country code, area code, or extension
* Which digits are used to access an outside line or an operator
* Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu .
Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . References:
https://help.mypurecloud.com/articles/number-plan-information/
https://help.mypurecloud.com/articles/add-number-plan/

NEW QUESTION # 85
Which platform component manages account configuration, directory search, user membership, phone call routing, and agent assignment?

A. Application Services
B. Public Interface Services
C. Communication Services
D. Core Services

Answer: D

NEW QUESTION # 86
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

A. Skills
B. Languages
C. Medians
D. Knowledge levels
E. Index Ratings

Answer: A,D

NEW QUESTION # 87
Why are Divisions important in an organization?

A. Divisions allow the organization to control which roles can be assigned to users.
B. Divisions are used to divide interactions equally between 2 or more queues.
C. Divisions define which users can be assigned to queues.
D. Divisions allow grouping and segregation of objects while keeping them inside the same organization.

Answer: D

Explanation:
Explanation
Divisions are important in an organization because they allow grouping and segregation of objects while keeping them inside the same organization. A division is a logical container that holds various objects in Genesys Cloud CX, such as users, queues, flows, etc. Divisions enable administrators to control access and visibility of these objects based on roles and permissions. For example, administrators can use divisions to separate different business units or teams within an organization and assign different roles and permissions to each division. References: https://help.mypurecloud.com/glossary/division/
https://help.mypurecloud.com/articles/about-divisions/

NEW QUESTION # 88
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