GCP-GCX Online Practice Questions and Answers

Correct Answer: 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.

References: https://help.mypurecloud.com/articles/evaluation-methods/

https://help.mypurecloud.com/articles/bullseye-routing/

Correct Answer: 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.

References:

https://help.mypurecloud.com/articles/about-genesys-cloud-voice/

https://help.mypurecloud.com/articles/activate-genesys-cloud-voice/

Correct Answer: A

Explanation: You can add more than one outbound route to the contact center is a true statement. You can add multiple outbound routes to the contact center in Genesys Cloud CX Telephony Admin menu based on your needs and

preferences. You can add different outbound routes for different classifications of destination numbers, such as local, long distance, international, etc. You can also add different outbound routes for different trunks or numbering plans that you

want to use for outgoing calls. You can also add different outbound routes for different priorities or failover scenarios that you want to implement for outgoing calls.

References: https://help.mypurecloud.com/articles/add-an-outbound-route/

https://help.mypurecloud.com/articles/outbound-routes-overview/

Correct Answer: 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. References: https://help.mypurecloud.com/articles/about-roles/

https://help.mypurecloud.com/articles/add-roles-to-a-user/

Correct Answer: 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.

References: https://help.mypurecloud.com/articles/about-queues/

https://help.mypurecloud.com/articles/about-groups/

Correct Answer: B

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/

Correct Answer: A

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.

References: https://help.mypurecloud.com/articles/about-profiles/

https://help.mypurecloud.com/articles/search-for-people/

Correct Answer: 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. References: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/communicate

Correct Answer: CE

Explanation: Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as: Building address Number of floors Location contact information Emergency number Time zone Language Currency To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References: https://help.mypurecloud.com/articles/location- overview/ https://help.mypurecloud.com/articles/add-a-location/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/

Correct Answer: B

Explanation: Outbound route is what binds the numbering plan with the trunk in Genesys Cloud CX Telephony Admin menu. An outbound route is a logical connection that allows voice communication from Genesys Cloud CX to an external system or network using a trunk. An outbound route can have various options configured to define its behavior and performance, such as: Numbering plan Trunk Classification Priority An outbound route binds the numbering plan with the trunk by specifying which numbering plan and which trunk to use for outgoing calls based on the classification of the destination number. An outbound route can also specify the priority of the trunk to use when multiple trunks are available for the same classification. References: https://help.mypurecloud.com/glossary/outbound-route/ https://help.mypurecloud.com/articles/add-an-outbound-route/