Pass Your Genesys Certified Professional GCP-GC-ADM Exam on Dec 06, 2021 with 62 Questions
GCP-GC-ADM Free Exam Study Guide! (Updated 62 Questions)
Genesys GCP-GC-ADM Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
|
| Topic 2 |
|
| Topic 3 |
|
| Topic 4 |
|
| Topic 5 |
|
| Topic 6 |
|
| Topic 7 |
|
| Topic 8 |
|
| Topic 9 |
|
| Topic 10 |
|
| Topic 11 |
|
| Topic 12 |
|
| Topic 13 |
|
NEW QUESTION 31
Recording Policies can be configured for what type(s) of contact(s)?
- A. All of the above
- B. Message
- C. Chat
- D. Email
- E. Call
Answer: E
NEW QUESTION 32
What are callable time sets?
- A. Callable Time Sets are used to define when a campaign starts and stops.
- B. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- C. Callable Time Sets allow you to define calling times for various time zones. Multiple Callable Time Sets can then be associated with a single campaign.
- D. Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 33
What attributes can be assigned to agents to ensure that interactions are routed to the most qualified agent? (Choose two.)
- A. Languages
- B. Medians
- C. Skills
- D. Knowledge levels
- E. Index Ratings
Answer: C,D
NEW QUESTION 34
By Default, Line recording is disabled.
- A. True
- B. False
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 35
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Architect
- B. Automatic Call Distribution
- C. Call Routing
- D. Scheduling
Answer: B
NEW QUESTION 36
How many types of flows are supported by Architect?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
NEW QUESTION 37
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Chat
- B. Voicemail
- C. Email
- D. Voice
Answer: A,C,D
NEW QUESTION 38
If you have not created any additional templates, you will have several template options when creating a new script. What are the template options? (Choose two.)
- A. Default Inbound Script
- B. Blank Script
- C. Default Callback Script
- D. Collection Script Template
- E. Sales Script Template
- F. Default Outbound Script
Answer: D,E
NEW QUESTION 39
Select the types of scheduling available in Genesys Cloud. (Choose two.)
- A. Manual Scheduling
- B. All of the above
- C. Automated Scheduling
- D. Load based Scheduling
Answer: C,D
NEW QUESTION 40
What statements are true regarding contact lists used for outbound campaigns? (Choose three.)
- A. To use the callable times feature, each phone number column must have a corresponding time zone column containing the zone name
- B. Contact lists must contain the home phone number and first and last name fields, at a minimum
- C. Contact lists are read-only and cannot be updated by the agents
- D. A contact list can have its own unique structure, including an arbitrary number of phone number types
- E. Each campaign can have its own contact list, or contact lists can be shared among campaigns
Answer: A,D,E
NEW QUESTION 41
Where are Genesys Cloud call recordings stored?
- A. Web Service
- B. Recording Management
- C. Cloud
- D. AWS Cloud
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 42
Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)
- A. Skills
- B. Language
- C. Roles
- D. Queue
Answer: A,B
Explanation:
Section: (none)
Explanation
Reference:
https://help.mypurecloud.com/articles/add-acd-skill-language-user/
NEW QUESTION 43
Genesys Cloud ACD assigns interactions to the most appropriate available agent. What attributes can be used to determine the best available agent? (Choose three.)
- A. Skills
- B. Language
- C. Staffing requirements
- D. Additional attribute ratings
- E. Time since the agent became available
Answer: A,B,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 44
The Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next. How many rings maximum may be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION 45
Which option provides the ability for an email interaction to be interrupted by voice?
- A. Admin>Contact Center>Utilization
- B. Admin>Routing>Emergencies
- C. Admin>Routing>Disconnect Interactions
- D. Admin>Contact Center>ACD Skills
Answer: A
NEW QUESTION 46
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- B. Fatal Questions have a heavier weight than non-fatal Questions
- C. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
- D. Fatal Questions are the same as critical Questions
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 47
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Looks for the first available agent and ignores any skill requirements
- B. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
- C. Matches the interaction to the first available agent who has all of the requested skills
Answer: B
Explanation:
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
NEW QUESTION 48
Which dialing mode allows the agent to see customer information before dialing?
- A. Preview
- B. Predictive
- C. Progressive
- D. Power
Answer: A
NEW QUESTION 49
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.
- B. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- C. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- D. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 50
What is the Alerting Timeout with regard to Queue configuration?
- A. This is how long the interaction will alert before timing out and setting the agent's status to Not Responding
- B. This is how long the agent has to complete after call work
- C. This is how long the interaction will alert before disconnecting
- D. This is how long the interaction will wait to begin alerting the agent
Answer: D
NEW QUESTION 51
Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
- A. Workflow Process Automation
- B. Workforce Management
- C. Genesys Cloud Architect
- D. Genesys Cloud Reporting
Answer: B
Explanation:
Section: (none)
Explanation
NEW QUESTION 52
What two options are available to create a customized user role?
- A. Create or modify a workgroup to meet your needs
- B. Create a new Role and assign the necessary permissions to that role
- C. Create a new Group and assign the necessary permissions to the group
- D. Copy an existing role then add the necessary permissions to meet your needs
Answer: B
NEW QUESTION 53
What is a critical
- A. Critical Questions are Questions that the agent must answer.
- B. 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.
- C. If answered "No", critical Questions will result in an evaluation score of zero for the interaction.
- D. Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.
Answer: B
NEW QUESTION 54
......
GCP-GC-ADM Dumps for Genesys Certified Professional Certified Exam Questions & Answer: https://www.prepawaypdf.com/Genesys/GCP-GC-ADM-practice-exam-dumps.html
Realistic Verified GCP-GC-ADM exam dumps Q&As - GCP-GC-ADM Free Update : https://drive.google.com/open?id=1ftOpILcvq7VKVAgar1t6XjM-UrBB08Qz