Genesys Cloud Certified Professional - Contact Center Admin v1.0

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Exam contains 60 questions
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How many types of flows are supported by Architect?

  • A. 5
  • B. 6
  • C. 7
  • D. 8


Answer : A

Reference:
https://developer.genesys.cloud/api/rest/v2/architect/flows

Call Recording is enabled in _________________.

  • A. Admin > Telephony
  • B. Admin > Quality
  • C. Admin > Contact Center


Answer : A

Where are Genesys Cloud call recordings stored?

  • A. Recording Management
  • B. Cloud
  • C. Web Service
  • D. AWS Cloud


Answer : B

Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

What would you select from the Admin>Outbound Dialing menu to create a new campaign?

  • A. Scripts
  • B. Schedules
  • C. Campaign Dashboard
  • D. Campaign Management


Answer : D

Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Recording Policies can be configured for what type(s) of contact(s)?

  • A. Call
  • B. Chat
  • C. Email
  • D. Message
  • E. All of the above


Answer : A

What is the Alerting Timeout with regard to Queue configuration?

  • A. This is how long the interaction will alert before disconnecting
  • B. This is how long the agent has to complete after call work
  • C. This is how long the interaction will wait to begin alerting the agent
  • D. This is how long the interaction will alert before timing out and setting the agent’s status to Not Responding


Answer : C

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. Index Ratings
  • E. Knowledge levels


Answer : CE

What is a fatal question in an Evaluation Form?

  • A. Fatal questions have a heavier weight than non-fatal questions
  • B. Fatal questions are also critical questions. If scored “No” the evaluation score will be zero
  • C. Fatal questions are also critical questions. If scored “No” the agent will be terminated
  • D. Fatal questions are the same as critical questions


Answer : B

Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-question/

What Genesys Cloud feature can you use to present details about a caller to the agent and allow the agent to update or collect information?

  • A. Dialog boxes
  • B. Scripts
  • C. Toast pop-ups
  • D. IVR prompts


Answer : B

Reference:
https://help.mypurecloud.com/articles/scripting-concepts/

By Default, Line recording is disabled.

  • A. True
  • B. False


Answer : A

Reference:
https://help.mypurecloud.com/articles/enable-line-recording/

ABC Corporation plans to purchase the Genesys Cloud Contact Center solution from Genesys to meet their requirement for unlimited multi-channel interaction routing. Which would be the right license level for them to purchase?

  • A. Genesys Cloud 1
  • B. Genesys Cloud 2
  • C. Genesys Cloud 3
  • D. Collaborate
  • E. Communicate


Answer : C

Select the categories of Prompts in Architect. (Choose two.)

  • A. User
  • B. Menu
  • C. Data
  • D. System


Answer : AD

Reference:
https://help.mypurecloud.com/articles/call-prompts/

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. Additional attribute ratings
  • C. Language
  • D. Time since the agent became available
  • E. Staffing requirements


Answer : ACD

Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Several people have complained that they try to join a group chat and they can’t find the group in a search. What is the most likely reason?

  • A. The group is in the wrong Organization
  • B. Group chat is only available to administrators
  • C. The group is set to members only and they are not members of the group
  • D. The group is set to public


Answer : A

What would you select from the Performance menu to view real-time statistics for all active campaigns?

  • A. Scripts
  • B. Campaign Management
  • C. Outbound Campaigns
  • D. Schedules


Answer : C

Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/

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Exam contains 60 questions
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