Question #1
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?
- A . Workgroups
- B . Rooms
- C . Groups
- D . Roles
Correct Answer: D
D
Explanation:
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features.
Reference: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/
D
Explanation:
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features.
Reference: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/
Question #2
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk.
- A . True
- B . False
Correct Answer: A
A
Explanation:
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more.
Reference:
https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
A
Explanation:
Genesys Cloud CX supports embedded clients for Salesforce and Zendesk, which allow agents to use Genesys Cloud CX features within their CRM applications. The embedded clients provide seamless integration between Genesys Cloud CX and Salesforce or Zendesk, such as screen pop, click-to-dial, call logging, and more.
Reference:
https://help.mypurecloud.com/articles/about-salesforce-integration/
https://help.mypurecloud.com/articles/about-zendesk-integration/
Question #3
Which of the following are AND Evaluation Methods? (Choose three.)
- A . All skills matching
- B . Best available skills
- C . Bullseye matching
- D . Disregard skills
- E . Agent availability
Correct Answer: ABC
ABC
Explanation:
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction. There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next.
Reference:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
ABC
Explanation:
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction. There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next.
Reference:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
Question #4
What is the distinguishing feature between queues and groups?
- A . Queues can have agents as members, while groups cannot.
- B . Both queues and groups have the same ACD capabilities.
- C . Unlike groups, queues allow for more complex scenarios like skill-based routing.
- D . Queues can be used in Architect flows, while groups cannot.
Correct Answer: C
C
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/
C
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/
Question #5
Select the categories of ACD skills that can be added to a user or an interaction. (Choose two.)
- A . Language
- B . Roles
- C . Skills
- D . Queue
Correct Answer: A, C
A, C
Explanation:
Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires.
Reference:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/
A, C
Explanation:
Language and Skills are two categories of ACD skills that can be added to a user or an interaction. ACD skills are used to match agents and interactions based on their abilities and requirements. Language skills indicate the languages that an agent can speak or an interaction needs. Skills indicate the areas of expertise or knowledge that an agent has or an interaction requires.
Reference:
https://help.mypurecloud.com/articles/about-acd-skills/
https://help.mypurecloud.com/articles/add-skills-to-a-user/
Question #6
Which feature enables a voice interaction to interrupt an email interaction?
- A . Utilization
- B . ACD Skills
- C . Emergency Routing
- D . Scripts
Correct Answer: A
A
Explanation:
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent’s time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization.
Reference:
https://help.mypurecloud.com/articles/utilization/
https://help.mypurecloud.com/articles/understand-how-email-interactions-work/
A
Explanation:
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent’s time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization.
Reference:
https://help.mypurecloud.com/articles/utilization/
https://help.mypurecloud.com/articles/understand-how-email-interactions-work/
Question #7
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A . 8
- B . 6
- C . 4
- D . 2
Correct Answer: A
A
Explanation:
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements.
Reference: https://help.mypurecloud.com/articles/bullseye-routing/
A
Explanation:
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements.
Reference: https://help.mypurecloud.com/articles/bullseye-routing/
Question #8
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A . True
- B . False
Correct Answer: A
A
Explanation:
The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type.
Reference:
https://help.mypurecloud.com/articles/about-licenses/
https://help.mypurecloud.com/articles/assign-licenses-to-users/
A
Explanation:
The license used by a user is determined by the permissions enabled in the roles assigned to that user. Genesys Cloud CX offers different types of licenses with different levels of access and functionality. Each license corresponds to a set of permissions that enable or disable certain features within Genesys Cloud CX. When a user is assigned a role, they inherit the permissions associated with that role, which in turn determines their license type.
Reference:
https://help.mypurecloud.com/articles/about-licenses/
https://help.mypurecloud.com/articles/assign-licenses-to-users/
Question #9
Which role is automatically assigned to a new user?
- A . User
- B . Communicate – User
- C . admin
- D . employee
Correct Answer: B
B
Explanation:
The role that is automatically assigned to a new user is Communicate – User. This role grants basic
permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate – User license by default.
Reference:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/communicate-user-role/
B
Explanation:
The role that is automatically assigned to a new user is Communicate – User. This role grants basic
permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate – User license by default.
Reference:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/communicate-user-role/
Question #10
Select the features available in Genesys Cloud CX Architect. (Choose three.)
- A . Play pre-recorded messages
- B . Convert text to speech
- C . Configure queues
- D . Create skills
- E . Receive and route calls
Correct Answer: ABE
ABE
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.
Reference:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
ABE
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.
Reference:
https://help.mypurecloud.com/articles/about-architect/
https://help.mypurecloud.com/articles/architect-overview-of-call-flow-actions-and-tasks/
Question #11
Select the categories of Prompts in Architect. (Choose two.)
- A . User
- B . Menu
- C . Data
- D . System
Correct Answer: A, D
A, D
Explanation:
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on.
Reference:
https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
A, D
Explanation:
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on.
Reference:
https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/
Question #12
Which of the following statements about scripts is true?
- A . Scripts can be used for inbound interactions only.
- B . Scripts are only used to configure flows when setting up Architect.
- C . Scripts can be used in all types of interactions.
- D . Scripts may be used for outbound dialing campaigns only.
Correct Answer: C
C
Explanation:
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc.
Reference:
https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
C
Explanation:
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc.
Reference:
https://help.mypurecloud.com/articles/about-scripts/
https://help.mypurecloud.com/articles/create-a-script/
Question #13
Which of the following components can be added to scripts? (Choose four.)
- A . Visual Basic Control
- B . Text
- C . Call Flow
- D . Checkbox
- E . Web Page
- F . Image
Correct Answer: BDEF
BDEF
Explanation:
Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script.
Reference:
https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/
https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/
https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/
https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/
BDEF
Explanation:
Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script.
Reference:
https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/
https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/
https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/
https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/
Question #14
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?
- A . Routing
- B . Queue Management
- C . Workforce Management
- D . Reporting and Analytics
Correct Answer: C
C
Explanation:
Reference: https://help.mypurecloud.com/articles/plan-workforce-management/
Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed.
Reference:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
C
Explanation:
Reference: https://help.mypurecloud.com/articles/plan-workforce-management/
Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed.
Reference:
https://help.mypurecloud.com/articles/about-workforce-management/
https://help.mypurecloud.com/articles/workforce-management-overview/
Question #15
Which of the following is not a Quality Management feature?
- A . Evaluation Forms
- B . Policies
- C . Scheduling
- D . Interaction Recording
Correct Answer: C
C
Explanation:
Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc.
Reference: https://help.mypurecloud.com/articles/about-quality-management/
https://help.mypurecloud.com/articles/quality-management-overview/
C
Explanation:
Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc.
Reference: https://help.mypurecloud.com/articles/about-quality-management/
https://help.mypurecloud.com/articles/quality-management-overview/
Question #16
Where are Genesys Cloud CX call recordings stored by default?
- A . Edges
- B . Cloud
- C . Web Service
- D . AWS Cloud
Correct Answer: D
D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-call-recording/
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services.
Reference:
https://help.mypurecloud.com/articles/about-call-recording-storage/
https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/
D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-call-recording/
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services.
Reference:
https://help.mypurecloud.com/articles/about-call-recording-storage/
https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/
Question #17
Which of the following statements defines a critical question in an Evaluation Form?
- A . Critical questions are used to prioritize questions that are critical to the success of an interaction.
A separate critical score is calculated for critical questions. - B . Critical questions are questions that the agent must answer.
- C . Critical questions are multiple choice questions that have a higher weightage than non-critical questions.
- D . If answered "No", critical questions will result in an evaluation score of zero for the interaction.
Correct Answer: D
D
Explanation:
Reference: https://help.mypurecloud.com/glossary/critical-question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of %20an%20interaction
Critical questions are questions that have a significant impact on the quality of an interaction. If answered “No”, critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards.
Reference:
https://help.mypurecloud.com/articles/create-an-evaluation-form/
https://help.mypurecloud.com/articles/evaluate-interactions/
D
Explanation:
Reference: https://help.mypurecloud.com/glossary/critical-question/#:~:text=In%20Quality%20Management%2C%20critical%20question,the%20success%20of %20an%20interaction
Critical questions are questions that have a significant impact on the quality of an interaction. If answered “No”, critical questions will result in an evaluation score of zero for the interaction, regardless of how other questions are answered. Critical questions are used to identify interactions that fail to meet minimum quality standards.
Reference:
https://help.mypurecloud.com/articles/create-an-evaluation-form/
https://help.mypurecloud.com/articles/evaluate-interactions/
Question #18
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
- A . Short-Term Forecasts
- B . Schedules
- C . Long-Term Forecasts
- D . Forecast simulator
Correct Answer: A, B, C
A, B, C
Explanation:
Reference: https://help.mypurecloud.com/articles/workforce-management/
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends.
Reference:
https://help.mypurecloud.com/articles/create-a-short-term-forecast/
https://help.mypurecloud.com/articles/create-and-manage-schedules/
https://help.mypurecloud.com/articles/create-a-long-term-forecast/
A, B, C
Explanation:
Reference: https://help.mypurecloud.com/articles/workforce-management/
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends.
Reference:
https://help.mypurecloud.com/articles/create-a-short-term-forecast/
https://help.mypurecloud.com/articles/create-and-manage-schedules/
https://help.mypurecloud.com/articles/create-a-long-term-forecast/
Question #19
Which of the following types of interactions can be configured for Recording Policies?
- A . Call
- B . Chat
- C . Email
- D . Message
- E . All of the above
Correct Answer: E
E
Explanation:
Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_irpe/desktop/edit_initiation_policy_step_3.htm
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc.
Reference:
https://help.mypurecloud.com/articles/about-recording-policies/
https://help.mypurecloud.com/articles/create-a-recording-policy/
E
Explanation:
Reference: https://help.genesys.com/pureconnect/mergedprojects/wh_irpe/desktop/edit_initiation_policy_step_3.htm
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc.
Reference:
https://help.mypurecloud.com/articles/about-recording-policies/
https://help.mypurecloud.com/articles/create-a-recording-policy/
Question #20
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A . Supervisor
- B . admin
- C . employee
- D . User
Correct Answer: B
B
Explanation:
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/admin-role/
https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
B
Explanation:
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/admin-role/
https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
Question #21
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A . True
- B . False
Correct Answer: B
B
Explanation:
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization. The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace.
Reference:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/add-files-to-a-workspace/
B
Explanation:
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization. The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace.
Reference:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/add-files-to-a-workspace/
Question #22
Which of the following add-on options are provided in Genesys Cloud CX? (Choose three.)
- A . AI
- B . VR
- C . Digital
- D . Human Capital Management
- E . Workforce Engagement
Correct Answer: ACE
ACE
Explanation:
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc.
Reference:
https://www.genesys.com/pricing
https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement
ACE
Explanation:
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc.
Reference:
https://www.genesys.com/pricing
https://www.genesys.com/genesys-cloud/features/ai
https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement
Question #23
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A . Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
- B . The education information can be verified against the human resources database.
- C . The profile information can be used to keep Linkedin details updated.
- D . When employees have free time, they can review biographies of their peers.
Correct Answer: A
A
Explanation:
Reference: https://help.mypurecloud.com/articles/profiles/
It is essential to have employees complete their profile information because searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can contain various types of information about people in the organization, such as name, title, department, location, skills, biography, etc. These information can help users find and connect with other users within Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-profiles/
https://help.mypurecloud.com/articles/search-for-people/
A
Explanation:
Reference: https://help.mypurecloud.com/articles/profiles/
It is essential to have employees complete their profile information because searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results. Profiles can contain various types of information about people in the organization, such as name, title, department, location, skills, biography, etc. These information can help users find and connect with other users within Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-profiles/
https://help.mypurecloud.com/articles/search-for-people/
Question #24
Which feature requires at least one single sign-on (SSO) integration to be configured before allowing a user to login to Genesys Cloud CX?
- A . Disable Location Detection
- B . Password Expiration
- C . Disable Genesys Cloud CX Login
- D . Open Admission
Correct Answer: C
C
Explanation:
Reference: https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO
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/
C
Explanation:
Reference: https://all.docs.genesys.com/PEC-Admin/Current/Admin/SSO
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/
Question #25
You have just added 53 employees to Genesys Cloud CX, and one of them, John Camper, has emailed to inform you that he did not receive the invitation email.
Which of the following options is the best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX?
- A . Resend the invite.
- B . Add John to Genesys Cloud CX again so that a new invitation will be generated.
- C . Submit a ticket to Genesys Cloud CX support.
- D . Tell John to be patient and wait for the email to arrive.
Correct Answer: A
A
Explanation:
The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user’s email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin.
Reference:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/
A
Explanation:
The best way to move forward if you want John to be able to use the features and functions of Genesys Cloud CX is to resend the invite. When you add a new user to Genesys Cloud CX, an invitation email is sent to the user’s email address with a link to activate their account and set their password. If the user does not receive the invitation email, you can resend it from the Users page in Genesys Cloud CX Admin.
Reference:
https://help.mypurecloud.com/articles/add-a-user/
https://help.mypurecloud.com/articles/resend-an-invitation-email/
Question #26
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?
- A . Do nothing. Genesys Cloud CX will update everything automatically.
- B . Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- C . Update her peers. Genesys Cloud CX will then update her manager automatically.
- D . Update her manager and her peers in her profile.
Correct Answer: B
B
Explanation:
The steps you should take to update Amelia’s reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user’s manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user’s position in the organizational hierarchy based on their manager.
Reference:
https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
B
Explanation:
The steps you should take to update Amelia’s reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user’s manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user’s position in the organizational hierarchy based on their manager.
Reference:
https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
Question #27
Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
- A . Workspaces
- B . People
- C . Queues
- D . Groups
Correct Answer: A
A
Explanation:
Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the group. You can create workspaces for different purposes, such as projects, teams, departments, etc.
Reference:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/create-a-workspace/
A
Explanation:
Workspaces is a setting that allows you create a place for each group in your organization to upload, organize, and share documents and files. Workspaces are secure storage areas that can be accessed only by members of the group. You can create workspaces for different purposes, such as projects, teams, departments, etc.
Reference:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/create-a-workspace/
Question #28
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A . Automatically creates an email address and routes all such emails to this address.
- B . Does not route the emails to any email address.
- C . Sends the emails to anyone who has the admin role assigned in your organization.
- D . Collects such emails and stores it until an email address to report issues is configured.
Correct Answer: C
C
Explanation:
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor.
Reference:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
C
Explanation:
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor.
Reference:
https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/
https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
Question #29
To assign extensions to users, you must first __________.
- A . Create a pool of extensions.
- B . Buy the extension number from the carrier.
- C . Add the extension to the dial plan.
- D . Assign the extension to the user’s phone.
Correct Answer: A
A
Explanation:
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin.
Reference:
https://help.mypurecloud.com/articles/create-a-pool-of-extensions/
https://help.mypurecloud.com/articles/assign-extensions-to-users/
A
Explanation:
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin.
Reference:
https://help.mypurecloud.com/articles/create-a-pool-of-extensions/
https://help.mypurecloud.com/articles/assign-extensions-to-users/
Question #30
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
- A . It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
- B . It provides core telephony services.
- C . It provides for the integration of Active Directory, SharePoint, and other third-party data.
- D . It manages the Genesys Cloud CX platform services.
- E . It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
Correct Answer: A, B, E
A, B, E
Explanation:
The following statements are true regarding the Genesys Cloud CX Edge appliance:
It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
It provides core telephony services such as call control, call recording, call quality monitoring, etc.
It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
The following statements are false regarding the Genesys Cloud CX Edge appliance:
It provides for the integration of Active Directory, SharePoint, and other third-party data.
It manages the Genesys Cloud CX platform services.
The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local network and Genesys Cloud CX data centers.
Reference:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-device-overview/
A, B, E
Explanation:
The following statements are true regarding the Genesys Cloud CX Edge appliance:
It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
It provides core telephony services such as call control, call recording, call quality monitoring, etc.
It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
The following statements are false regarding the Genesys Cloud CX Edge appliance:
It provides for the integration of Active Directory, SharePoint, and other third-party data.
It manages the Genesys Cloud CX platform services.
The Genesys Cloud CX Edge appliance is a device that connects your on-premises telephony infrastructure with Genesys Cloud CX cloud services. It acts as an intermediary between your local network and Genesys Cloud CX data centers.
Reference:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-device-overview/
Question #31
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
- A . The default protocol
- B . TCP
- C . TLS
- D . SIP
- E . UDP
Correct Answer: B, C, E
B, C, E
Explanation:
TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. The protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure communication.
Reference:
https://help.mypurecloud.com/articles/external-trunk-settings/
https://doc.didww.com/integrations/genesys/index.html
B, C, E
Explanation:
TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX. The protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure communication.
Reference:
https://help.mypurecloud.com/articles/external-trunk-settings/
https://doc.didww.com/integrations/genesys/index.html
Question #32
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?
- A . By asking your carrier what you would need.
- B . On the PSTN carrier’s web site.
- C . Get a default trunk line installed.
- D . In the Genesys Cloud CX Resource Center.
Correct Answer: D
D
Explanation:
Reference: https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/
You can find guidelines on PSTN carrier requirements in the Genesys Cloud CX Resource Center. The Genesys Cloud CX Resource Center provides documentation and resources for using and configuring Genesys Cloud CX features and functions. The PSTN carrier requirements article lists the minimum requirements that a PSTN carrier must meet to work with Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/pstn-carrier-requirements/
https://help.mypurecloud.com/
D
Explanation:
Reference: https://help.mypurecloud.com/articles/carrier-requirements-byoc-cloud/
You can find guidelines on PSTN carrier requirements in the Genesys Cloud CX Resource Center. The Genesys Cloud CX Resource Center provides documentation and resources for using and configuring Genesys Cloud CX features and functions. The PSTN carrier requirements article lists the minimum requirements that a PSTN carrier must meet to work with Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/pstn-carrier-requirements/
https://help.mypurecloud.com/
Question #33
Which of the following Edge features provides client and server-side call matching?
- A . SIP gateway
- B . SIP proxy
- C . Media server
- D . Call broker
Correct Answer: D
D
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/
D
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/
Question #34
What additional functionality does Communicate bring to Genesys Cloud CX?
- A . Knowledge-based features, such as FAQs and communities.
- B . Unified communications features, such as telephony, unified messaging, voice conferencing, and
auto-attendant. - C . Call center features, such as ACD and scripting.
- D . Directory capabilities, such as advanced search, profiles, and keyword searching.
Correct Answer: B
B
Explanation:
Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc.
Reference:
https://www.genesys.com/pricing
https://www.genesys.com/genesys-cloud/features/communicate
B
Explanation:
Communicate is a feature that brings unified communications features to Genesys Cloud CX, such as telephony, unified messaging, voice conferencing, and auto-attendant. Communicate allows users to make and receive phone calls, send and receive messages, join voice conferences, and access voicemail within Genesys Cloud CX. Communicate also integrates with third-party applications, such as Salesforce, Microsoft Teams, Zoom, etc.
Reference:
https://www.genesys.com/pricing
https://www.genesys.com/genesys-cloud/features/communicate
Question #35
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:
- A . Place and receive both ACD and non-ACD calls.
- B . Place ACD and non-ACD calls, but not receive.
- C . Receive ACD and non-ACD calls, but not place.
- D . Place and receive ACD calls; non-ACD calls can neither be place nor received.
Correct Answer: A
A
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.
Reference:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/
A
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.
Reference:
https://help.mypurecloud.com/articles/about-edge-devices/
https://help.mypurecloud.com/articles/edge-redundancy/
Question #36
Genesys Cloud CX Voice is __________.
- A . A third-party service that provides external Phone Trunks.
- B . A help bot that is available within Genesys Cloud CX chat.
- C . Another name for Genesys Cloud CX.
- D . An internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX.
Correct Answer: D
D
Explanation:
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure.
Reference:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
D
Explanation:
Genesys Cloud CX Voice is an internet-based telephony service that can be purchased and activated for use with Genesys Cloud CX. Genesys Cloud CX Voice provides a fully managed phone system that connects your phone devices with Genesys Cloud CX cloud services. With Genesys Cloud CX Voice, you do not need to configure or maintain any external trunks or telephony infrastructure.
Reference:
https://help.mypurecloud.com/articles/about-genesys-cloud-voice/
https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/
Question #37
Phone redundancy extends to include call survivability – Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
- A . True
- B . False
Correct Answer: A
A
Explanation:
Reference: https://help.mypurecloud.com/articles/phone-redundancy/
Phone redundancy extends to include call survivability – Even when the connection to the Edge is lost, it prevents active calls from getting disconnected. Phone redundancy is a feature that allows phones to register with multiple Edges for backup purposes. Call survivability is a feature that allows phones to maintain active calls even when they lose connection with their primary Edge. These features ensure that calls are not dropped or interrupted due to network failures or maintenance activities.
Reference:
https://help.mypurecloud.com/articles/about-phone-redundancy/
https://help.mypurecloud.com/articles/about-call-survivability/
A
Explanation:
Reference: https://help.mypurecloud.com/articles/phone-redundancy/
Phone redundancy extends to include call survivability – Even when the connection to the Edge is lost, it prevents active calls from getting disconnected. Phone redundancy is a feature that allows phones to register with multiple Edges for backup purposes. Call survivability is a feature that allows phones to maintain active calls even when they lose connection with their primary Edge. These features ensure that calls are not dropped or interrupted due to network failures or maintenance activities.
Reference:
https://help.mypurecloud.com/articles/about-phone-redundancy/
https://help.mypurecloud.com/articles/about-call-survivability/
Question #38
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A . With multiple active calls, click and drag an unselected call onto the previously selected call details.
- B . Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
- C . Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- D . Have all attendees call you. When all calls are active, click the Start Conference button.
Correct Answer: A, D
A, D
Explanation:
Reference: https://help.mypurecloud.com/articles/make-a-conference-call/
There are two methods to create a conference call in Genesys Cloud CX:
With multiple active calls, click and drag an unselected call onto the previously selected call details.
Have all attendees call you. When all calls are active, click the Start Conference button.
These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc.
Reference:
https://help.mypurecloud.com/articles/create-a-conference-call/
https://help.mypurecloud.com/articles/conference-call-controls/
A, D
Explanation:
Reference: https://help.mypurecloud.com/articles/make-a-conference-call/
There are two methods to create a conference call in Genesys Cloud CX:
With multiple active calls, click and drag an unselected call onto the previously selected call details.
Have all attendees call you. When all calls are active, click the Start Conference button.
These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc.
Reference:
https://help.mypurecloud.com/articles/create-a-conference-call/
https://help.mypurecloud.com/articles/conference-call-controls/
Question #39
Which of the following statements about WebRTC phones is incorrect?
- A . Genesys Cloud CX WebRTC phone runs in the browser.
- B . A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
- C . It is assigned to a specific user and only that user has permission to use the phone.
- D . A WebRTC phone can be used even when disconnected from the Cloud.
Correct Answer: D
D
Explanation:
Reference: https://help.mypurecloud.com/articles/troubleshoot-genesys-cloud-webrtc-phone/
The statement that a WebRTC phone can be used even when disconnected from the cloud is incorrect. A WebRTC phone is a browser-based phone that runs in a supported web browser and connects to Genesys Cloud CX cloud services via WebRTC protocol. A WebRTC phone does not require any additional hardware or software apart from a supported browser and a headset or microphone/speaker device. However, a WebRTC phone cannot be used when disconnected from the cloud because it relies on an internet connection to communicate with Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-webrtc-phones/
https://help.mypurecloud.com/articles/webrtc-phone-limitations/
D
Explanation:
Reference: https://help.mypurecloud.com/articles/troubleshoot-genesys-cloud-webrtc-phone/
The statement that a WebRTC phone can be used even when disconnected from the cloud is incorrect. A WebRTC phone is a browser-based phone that runs in a supported web browser and connects to Genesys Cloud CX cloud services via WebRTC protocol. A WebRTC phone does not require any additional hardware or software apart from a supported browser and a headset or microphone/speaker device. However, a WebRTC phone cannot be used when disconnected from the cloud because it relies on an internet connection to communicate with Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-webrtc-phones/
https://help.mypurecloud.com/articles/webrtc-phone-limitations/
Question #40
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A . Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- B . Creating a number-plan to identify premium-rate numbers.
- C . Manually training users to prevent calling premium-rate numbers.
- D . Configuring trunks to identify premium-rate numbers.
Correct Answer: B
B
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/
B
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/
Question #41
Which of the following Edge feature contains the built-in remote survivability mode?
- A . SIP gateway
- B . Call broker
- C . SIP proxy
- D . Disaster recovery
Correct Answer: C
C
Explanation:
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
C
Explanation:
SIP proxy is the Edge feature that contains the built-in remote survivability mode. Remote survivability mode is a feature that allows the Edge to continue to provide core telephony services even when it loses connection with Genesys Cloud CX. The SIP proxy service on the Edge detects the loss of connection and switches to remote survivability mode. In this mode, the Edge can still route calls to and from phones, SIP trunks, and telephony gateways based on the last known configuration from Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/edge-device-overview/
https://help.mypurecloud.com/articles/edge-remote-survivability-faqs/
Question #42
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT __________.
- A . Create a Site
- B . Assign the Edge to a Site
- C . Configure a trunk
- D . Create an Edge Group
- E . Associate the network interface
- F . Authenticate the Edge
- G . Configure the Edge Connectors
Correct Answer: C
C
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
Reference:
https://help.mypurecloud.com/articles/configure-an-edge-device/
https://help.mypurecloud.com/articles/about-trunks/
C
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
Reference:
https://help.mypurecloud.com/articles/configure-an-edge-device/
https://help.mypurecloud.com/articles/about-trunks/
Question #43
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone’s settings in Genesys Cloud CX to a physical phone?
- A . Phone model
- B . Base settings
- C . Phone name
- D . Hardware ID (MAC address)
Correct Answer: B
B
Explanation:
The hardware ID (MAC address) is what binds the phone’s settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-phones/
https://help.mypurecloud.com/articles/add-a-phone/
B
Explanation:
The hardware ID (MAC address) is what binds the phone’s settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX.
Reference:
https://help.mypurecloud.com/articles/about-phones/
https://help.mypurecloud.com/articles/add-a-phone/
Question #44
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)
- A . Agent Metrics Export Report
- B . Agent Metrics Report
- C . Agent Login-Logout Details Report
- D . Agent Quality Details Report
Correct Answer: A
A
Explanation:
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent.
Reference:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/
A
Explanation:
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent.
Reference:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/
Question #45
Unused reports need to be disabled manually to prevent unnecessary load on the system.
- A . True
- B . False
Correct Answer: B
B
Explanation:
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin.
Reference:
https://help.mypurecloud.com/articles/about-reports/
https://help.mypurecloud.com/articles/disable-and-enable-reports/
B
Explanation:
Unused reports do not need to be disabled manually to prevent unnecessary load on the system. Genesys Cloud CX automatically disables reports that have not been run for more than 90 days. This feature helps optimize system performance and reduce resource consumption. You can re-enable disabled reports at any time from the Reports page in Genesys Cloud CX Admin.
Reference:
https://help.mypurecloud.com/articles/about-reports/
https://help.mypurecloud.com/articles/disable-and-enable-reports/
Question #46
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.
- A . True
- B . False
Correct Answer: B
B
Explanation:
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report.
Reference:
https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
B
Explanation:
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report.
Reference:
https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
Question #47
Which of the following metrics represents the average amount of time an interaction waits in queue before an agent answers it?
- A . Average Handle Time
- B . Average Speed of Answer
- C . After Call Work
- D . Average Talk Time
Correct Answer: B
B
Explanation:
Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.
Reference:
https://help.mypurecloud.com/glossary/average-speed-of-answer/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
B
Explanation:
Average Speed of Answer (ASA) is the metric that represents the average amount of time an interaction waits in queue before an agent answers it. ASA is calculated by dividing the total wait time of answered interactions by the number of answered interactions. ASA is an important metric for measuring service level and customer satisfaction.
Reference:
https://help.mypurecloud.com/glossary/average-speed-of-answer/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
Question #48
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A . Adjusting report parameters in order to include fewer agents, queues, and interactions.
- B . Running reports during peak hours.
- C . Reviewing and ensuring the usage of scheduled reports.
- D . Asking every team member to run and save a copy of the report.
Correct Answer: BD
BD
Explanation:
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space.
To avoid these issues, you can follow some best practices for running reports, such as:
Run reports during off-peak hours or schedule them for later delivery.
Share reports with other users instead of creating multiple copies.
Adjust report parameters to include only relevant data and filters.
Review and delete unused or outdated reports regularly.
Reference:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
BD
Explanation:
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space.
To avoid these issues, you can follow some best practices for running reports, such as:
Run reports during off-peak hours or schedule them for later delivery.
Share reports with other users instead of creating multiple copies.
Adjust report parameters to include only relevant data and filters.
Review and delete unused or outdated reports regularly.
Reference:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
Question #49
You suspect that one of your agents is not productive.
Which report would you run to view the agent’s time on breaks and login/logout details?
- A . Interaction Details Report
- B . User Status Detail Report
- C . Agent Metrics Report
- D . Queue Metrics Daily Report
Correct Answer: C
C
Explanation:
The Agent Login-Logout Details Report is a report that would help you view an agent’s time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.
Reference:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
C
Explanation:
The Agent Login-Logout Details Report is a report that would help you view an agent’s time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence.
Reference:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
Question #50
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A . Documents
- B . Directory
- C . Workspaces
- D . Activity
Correct Answer: C
C
Explanation:
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity.
Reference:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
C
Explanation:
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity.
Reference:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/