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Genesys GCP-GCX Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Routing and Interaction Management20%- Omnichannel interactions
  • 1. Interaction lifecycle handling
    • 2. Voice, chat, email, messaging channels
      - ACD and routing logic
      • 1. Queue configuration
        • 2. Skills-based routing
          Topic 2: Reporting, Analytics, and Dashboards15%- Analytics tools
          • 1. Real-time and historical reporting
            • 2. Analytics Workspace usage
              Topic 3: Workforce Engagement and Management15%- Workforce optimization
              • 1. Scheduling and forecasting basics
                • 2. Agent performance management
                  Topic 4: 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
                          Topic 5: Troubleshooting and Best Practices10%- Operational support
                          • 1. Logging and diagnostics
                            • 2. Performance and routing troubleshooting
                              Topic 6: 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 (Q143-Q148):

                                  NEW QUESTION # 143
                                  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?

                                  Answer: D

                                  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 # 144
                                  What is the maximum limit for creating performance dashboards for private users?

                                  Answer: D


                                  NEW QUESTION # 145
                                  Which of the following is NOT a Genesys Cloud CX Collaborate feature?

                                  Answer: C

                                  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 # 146
                                  Which options can be configured when setting up a queue? (Choose two.)

                                  Answer: B,E


                                  NEW QUESTION # 147
                                  Which architectural approach is used to develop a single application as a suite of small services?

                                  Answer: B

                                  Explanation:
                                  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. References:
                                  https://www.genesys.com/glossary/microservices-architecture https://www.genesys.com/en-gb/platform/cloud


                                  NEW QUESTION # 148
                                  ......

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