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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Troubleshooting and Best Practices10%- Operational support
  • 1. Logging and diagnostics
    • 2. Performance and routing troubleshooting
      Workforce Engagement and Management15%- Workforce optimization
      • 1. Scheduling and forecasting basics
        • 2. Agent performance management
          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%- Cloud architecture fundamentals
                  • 1. Genesys Cloud CX architecture overview
                    • 2. Core platform components (ACD, routing engine, admin UI)
                      - Platform configuration basics
                      • 1. User and role management
                        • 2. Tenant setup and administration
                          Integrations and Extensions15%- System integrations
                          • 1. CRM integrations
                            • 2. Data Actions and APIs
                              Reporting, Analytics, and Dashboards15%- Analytics tools
                              • 1. Analytics Workspace usage
                                • 2. Real-time and historical reporting

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                                  Genesys Cloud CX Certified Professional - Consolidated Exam Sample Questions (Q62-Q67):

                                  NEW QUESTION # 62
                                  Which protocol is used to transport digitized audio?

                                  Answer: B


                                  NEW QUESTION # 63
                                  Which architectural approach is used to develop a single application as a suite of small services?

                                  Answer: C

                                  Explanation:
                                  Microservices Architecture is an architectural approach that is used to develop a single application as a suite of small services. Microservices Architecture is a design pattern that breaks down an application into independent components or modules that communicate with each other through well-defined interfaces or APIs. Microservices Architecture enables faster development, deployment, scaling, testing, and maintenance of applications by allowing each service to run in its own process and be managed by a small team. Reference: https://www.genesys.com/glossary/microservices-architecture https://www.genesys.com/en-gb/platform/cloud


                                  NEW QUESTION # 64
                                  In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:

                                  Answer: C

                                  Explanation:
                                  In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. Reference: https://help.mypurecloud.com/articles/about-number-plans/ https://help.mypurecloud.com/articles/create-a-number-plan/


                                  NEW QUESTION # 65
                                  WebRTC phones require all hardware and software to be properly installed.

                                  Answer: B

                                  Explanation:
                                  WebRTC phones require all hardware and software to be properly installed is a false statement. WebRTC phones are phones that use WebRTC technology to enable voice communication over the internet or other networks using a web browser. WebRTC phones do not require any hardware or software installation on the PC or device. WebRTC phones run right from the browser and use the built-in microphone and speaker of the PC or device. WebRTC phones can also work with headsets that have built-in call controls.
                                  Genesys Cloud CX supports WebRTC technology with the Genesys Cloud CX WebRTC phone. The Genesys Cloud CX WebRTC phone is a phone that runs right from your browser and allows you to make and receive calls in Genesys Cloud CX. The Genesys Cloud CX WebRTC phone does not require any hardware or software installation on your PC or device. The Genesys Cloud CX WebRTC phone uses the built-in microphone and speaker of your PC or device. The Genesys Cloud CX WebRTC phone can also work with headsets that have built-in call controls. Reference: https://help.mypurecloud.com/articles/about-genesys-cloud-webrtc-phones/ https://help.mypurecloud.com/articles/requirements-for-webrtc-phones/


                                  NEW QUESTION # 66
                                  Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
                                  In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:

                                  Answer: A

                                  Explanation:
                                  Explanation
                                  Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration. In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can place and receive both ACD and non-ACD calls. An N+1 configuration means that you have one more Edge than you need to handle your peak call volume. This way, if one Edge goes down, another Edge can take over its load without affecting your service quality or availability. References:
                                  https://help.mypurecloud.com/articles/about-edge-devices/
                                  https://help.mypurecloud.com/articles/edge-redundancy/


                                  NEW QUESTION # 67
                                  ......

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