GCD - Genesys Cloud CX Certified Developer -
Consolidated Questions with correct Answers
2024
1. Which three components make up the Genesys Cloud Platform?
A. Collaborate, Communicate, and Contact Center
B. Collaborate, Communicate, and Customer Support
C. Collaborate, Communicate, and Call Center:
ANS A. Collaborate, Communicate, and Contact Center
2. True/False: There is only one level of licensing for Genesys Cloud Contact
Center.ANS: False
3. Select the key features of Genesys Cloud Contact Center (choose four).
A. Outbound Calls
B. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
F. AWS:
, ANS B. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
4. What are the routing types used by Genesys Cloud?
A. Outbound Contact and Inbound Contact
B. AWS Routing and IVR Routing
C. IVR Routing and ACD Routing
D. WFM Routing and IVR Routing: ANS C. IVR Routing and ACD Routing
5. True/False: Only a supervisor can activate/deactivate an agent from a queue.-
ANS: False
6. Identify the correct description for Best Available Skills:
A. ACD selects the agent with the longest time since the last interaction.
B. ACD only considers agents who have all the required skills.
C. ACD builds a list of agents with all skills; puts the agents in sequence by time
since last interaction and scored by average proficiency ratings.
ANS: C. ACD builds a list of agents with all skills; puts the agents in sequence by time since last interaction
and scored by average proficiency ratings.
7. Which of the following attributes are assigned to agents to insure that inter-
actions are routed to the most appropriate agent? (Select all that apply.)
, A. Languages
B. Desire to Use
C. A Score
D. Skills: ANS A. Languages
D. Skills
8. True/False: You can rename the Home division and move objects into and out
of it, but you cannot delete it.ANS: True
9. True/False: Architect is available to all agents by default.ANS: False
10. True/False: Using Scripts, you can present information about a caller to an
agent, such as the caller's name and address ANS.: True
11. True/False: A campaign can have multiple DNC lists ANS.: True
12. What is the purpose of an evaluation form in quality management (choose
two)?
A. They measure how well your agents are performing at their job.
B. They measure the effectiveness of a campaign.
C. They provide customers a way to provide feedback about their experience.
D. They can highlight where additional agent training may be needed.
ANS: A. They measure how well your agents are performing at their job.
D. They can highlight where additional agent training may be needed.
JK JK
Consolidated Questions with correct Answers
2024
1. Which three components make up the Genesys Cloud Platform?
A. Collaborate, Communicate, and Contact Center
B. Collaborate, Communicate, and Customer Support
C. Collaborate, Communicate, and Call Center:
ANS A. Collaborate, Communicate, and Contact Center
2. True/False: There is only one level of licensing for Genesys Cloud Contact
Center.ANS: False
3. Select the key features of Genesys Cloud Contact Center (choose four).
A. Outbound Calls
B. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
F. AWS:
, ANS B. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
4. What are the routing types used by Genesys Cloud?
A. Outbound Contact and Inbound Contact
B. AWS Routing and IVR Routing
C. IVR Routing and ACD Routing
D. WFM Routing and IVR Routing: ANS C. IVR Routing and ACD Routing
5. True/False: Only a supervisor can activate/deactivate an agent from a queue.-
ANS: False
6. Identify the correct description for Best Available Skills:
A. ACD selects the agent with the longest time since the last interaction.
B. ACD only considers agents who have all the required skills.
C. ACD builds a list of agents with all skills; puts the agents in sequence by time
since last interaction and scored by average proficiency ratings.
ANS: C. ACD builds a list of agents with all skills; puts the agents in sequence by time since last interaction
and scored by average proficiency ratings.
7. Which of the following attributes are assigned to agents to insure that inter-
actions are routed to the most appropriate agent? (Select all that apply.)
, A. Languages
B. Desire to Use
C. A Score
D. Skills: ANS A. Languages
D. Skills
8. True/False: You can rename the Home division and move objects into and out
of it, but you cannot delete it.ANS: True
9. True/False: Architect is available to all agents by default.ANS: False
10. True/False: Using Scripts, you can present information about a caller to an
agent, such as the caller's name and address ANS.: True
11. True/False: A campaign can have multiple DNC lists ANS.: True
12. What is the purpose of an evaluation form in quality management (choose
two)?
A. They measure how well your agents are performing at their job.
B. They measure the effectiveness of a campaign.
C. They provide customers a way to provide feedback about their experience.
D. They can highlight where additional agent training may be needed.
ANS: A. They measure how well your agents are performing at their job.
D. They can highlight where additional agent training may be needed.
JK JK
