Genesys Cloud Implementation Exam Questions and Answers

Genesys Cloud Implementation Exam Questions and Answers What are the features of the Contact Center? - Correct Answer ️️ -1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? - Correct Answer ️️ -Every member of the organization, regardless of their role, uses the Collaborate features. Those requiring telephony services use the Communicate features. What roles have contact center communications responsibilities? - Correct Answer ️️ - 1. Contact Center Agents 2. Supervisors 3. Telephony Administrators 4. Super Administrators What is the difference between a Collaborate and Communicate License? - Correct Answer ️️ -Collaborate license is free for users and Communicate requires a license to run. What are the three license types available? - Correct Answer ️️ -The requirements of the organization determine which license best meets their needs: Genesys Cloud 1: Genesys Cloud 1 offers features for organizations that require basic voice-based support in their contact center. Genesys Cloud 2: Genesys Cloud 2 offers features for organizations that require multichannel-based (excluding social media) support in their contact center. Genesys Cloud 3: Genesys Cloud 3 offers features for organizations that require multichannel-based including social media along with Workforce Management in their contact center. What is a named license? - Correct Answer ️️ -A billable named user is anyone that has logged in to the Genesys Cloud service at least once during the billing period. The user type billed is the highest level license they were assigned during the billing period. What is a Concurrent license? - Correct Answer ️️ -Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. Does Genesys support a mix of named and concurrent license types? - Correct Answer ️️ -No Concurrent billing in Genesys Cloud is limited to: - Correct Answer ️️ -organizations that are contained within a single geographic region. What are the advantages of unified collaboration within a large organization? - Correct Answer ️️ -1. Instant communication with the coworkers enables you to accomplish complex tasks in a short time. Therefore, the productivity and performance of the organization is enhanced. 2. Instant messaging costs are significantly less than long-d