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Genesys GCP-GC-ADM Exam Syllabus Topics:
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NEW QUESTION 34
Select the categories of Prompts in Architect. (Choose two.)
- A. User
- B. Menu
- C. System
- D. Data
Answer: A,C
NEW QUESTION 35
Why are skills and languages configured separately?
- A. So that an agent with a skill can receive an interaction regardless of the language requirement
- B. So that an agent with a language capability can receive an interaction regardless of the skill requirement
- C. So that skills can have a more granular competency rating than languages
- D. Skills are a subset of languages so that the two can be combined to determine if the agent will receive an interaction
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/assign-remove-skills-user/
NEW QUESTION 36
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. Default Outbound Script
- C. Collection Script Template
- D. Default Callback Script
- E. Blank Script
- F. Sales Script Template
Answer: C,F
NEW QUESTION 37
Which ACD routing method routes interaction to the next available agent?
- A. Skills based routing
- B. All of the above
- C. Bullseye ACD
- D. Standard ACD
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 38
Which option in the Audio Sequence configuration allows you to add a slight amount of silence as a Menu Prompt to avoid Architect?
- A. Menu options
- B. Add blank audio
- C. Default Menu choice
- D. Menu prompt
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/set-audio-sequence/
NEW QUESTION 39
Which of the following media types can be selected when creating a report? (Choose three.)
- A. Email
- B. Voice
- C. Chat
- D. Voicemail
Answer: A,B,C
NEW QUESTION 40
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. 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.
- 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 not set themselves to Available if they complete their After Call Work early.
- C. 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.
- 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 set themselves to Available if they complete their After Call Work early.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 41
Recording Policies can be configured for what type(s) of contact(s)?
- A. Chat
- B. Message
- C. All of the above
- D. Call
- E. Email
Answer: D
NEW QUESTION 42
What are callable time sets?
- A. Callable Time Sets provide a way to define your own time zones to associate with a campaign.
- B. Callable Time Sets are used to define when a campaign starts and stops.
- 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: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-callable-times-entry/
NEW QUESTION 43
What is a DNC list?
- A. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- B. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- C. A DNC list is a table containing phone numbers that a campaign should never dial.
- D. A DNC list is another name for a contact list.
Answer: B
NEW QUESTION 44
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Safari
- B. Opera
- C. Firefox
- D. Chrome
- E. Avant
- F. Internet Explorer
Answer: C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 45
By Default, Line recording is disabled.
- A. True
- B. False
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/enable-line-recording/
NEW QUESTION 46
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. IVR prompts
- B. Dialog boxes
- C. Toast pop-ups
- D. Scripts
Answer: D
NEW QUESTION 47
Which definition matches the After Call Work option Optional?
- A. 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.
- B. 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.
- C. 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.
- 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 set themselves to Available if they complete their After Call Work early.
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 48
Where are Genesys Cloud call recordings stored?
- A. AWS Cloud
- B. Web Service
- C. Cloud
- D. Recording Management
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 49
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. Additional attribute ratings
- B. Time since the agent became available
- C. Staffing requirements
- D. Skills
- E. Language
Answer: B,D,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 50
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 51
A Queue is configured for Standard ACD routing and Disregard skills, next agent for the Evaluation Method. What agent property is used to determine the next available agent?
- A. Department
- B. Time since they last handled an ACD interaction
- C. Cost
- D. Skill
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-routing-settings/
NEW QUESTION 52
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 3
- B. Collaborate
- C. Communicate
- D. Genesys Cloud 1
- E. Genesys Cloud 2
Answer: A
NEW QUESTION 53
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. All of the above
- B. Dashboards
- C. Reports
- D. Dynamic Views
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/
NEW QUESTION 54
Which of the following components can be added to scripts? (Choose all that applies.)
- A. Text
- B. Checkbox
- C. Web Page
- D. Image
- E. Visual Basic Control
- F. Call Flow
Answer: A,B,C,D
Explanation:
Reference:
https://help.mypurecloud.com/articles/script-components/
NEW QUESTION 55
Select the applicable options for Genesys Cloud Architect. (Choose three.)
- A. Convert text to speech
- B. Receive and route calls
- C. Configure queues
- D. Configure skills
- E. Play pre-recorded messages
Answer: A,C,E
NEW QUESTION 56
What process helps you to standardize call evaluations of contact center agents by comparing multiple reviews of the same call or interaction?
- A. Calibration
- B. Evaluation
- C. Scoring
- D. Monitoring
Answer: A
NEW QUESTION 57
A system that routes interactions based on an algorithm which determines the best available agent for an interaction
- A. Scheduling
- B. Architect
- C. Call Routing
- D. Automatic Call Distribution
Answer: D
NEW QUESTION 58
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