GCD - Genesis Cloud CX Certified
Developer - Consolidated
Which three components make up the Genesis Cloud Platform?
A. Collaborate, Communicate, and Contact Center
B. Collaborate, Communicate, and Customer Support
C. Collaborate, Communicate, and Call Center - answer A. Collaborate, Communicate,
and Contact Center
True/False: There is only one level of licensing for Genesis Cloud Contact Center. -
answer False
Select the key features of Genesis Cloud Contact Center (choose four).
A. Outbound Calls
B. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
F. AWS - answerB. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
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 - answerC. IVR Routing and ACD Routing
True/False: Only a supervisor can activate/deactivate an agent from a queue. -
answerFalse
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. - answerC. 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.
Which of the following attributes are assigned to agents to insure that interactions are
routed to the most appropriate agent? (Select all that apply.)
A. Languages
, B. Desire to Use
C. A Score
D. Skills - answerA. Languages
D. Skills
True/False: You can rename the Home division and move objects into and out of it, but
you cannot delete it. - answerTrue
True/False: Architect is available to all agents by default. - answerFalse
True/False: Using Scripts, you can present information about a caller to an agent, such
as the caller's name and address. - answerTrue
True/False: A campaign can have multiple DNC lists. - answerTrue
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. - answerA. They
measure how well your agents are performing at their job.
D. They can highlight where additional agent training may be needed.
Which one of the following Genesys Cloud CX Contact Center features is most useful in
getting a customer to the proper agent in the shortest amount of time?
A. Workforce Management
B. ACD
C. Quality Management
D. Scripts - answerB. ACD
What Genesys Cloud CX Contact Center features is used to set up a flow that prompts
incoming customer calls to press a number in order to access a specific person or
department?
A. Architect
B. Quality Management
C. Queues
D. Workflow - answerA. Architect
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. Skill
B. Time since they last handled an ACD interaction
C. Cost
Developer - Consolidated
Which three components make up the Genesis Cloud Platform?
A. Collaborate, Communicate, and Contact Center
B. Collaborate, Communicate, and Customer Support
C. Collaborate, Communicate, and Call Center - answer A. Collaborate, Communicate,
and Contact Center
True/False: There is only one level of licensing for Genesis Cloud Contact Center. -
answer False
Select the key features of Genesis Cloud Contact Center (choose four).
A. Outbound Calls
B. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
F. AWS - answerB. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
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 - answerC. IVR Routing and ACD Routing
True/False: Only a supervisor can activate/deactivate an agent from a queue. -
answerFalse
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. - answerC. 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.
Which of the following attributes are assigned to agents to insure that interactions are
routed to the most appropriate agent? (Select all that apply.)
A. Languages
, B. Desire to Use
C. A Score
D. Skills - answerA. Languages
D. Skills
True/False: You can rename the Home division and move objects into and out of it, but
you cannot delete it. - answerTrue
True/False: Architect is available to all agents by default. - answerFalse
True/False: Using Scripts, you can present information about a caller to an agent, such
as the caller's name and address. - answerTrue
True/False: A campaign can have multiple DNC lists. - answerTrue
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. - answerA. They
measure how well your agents are performing at their job.
D. They can highlight where additional agent training may be needed.
Which one of the following Genesys Cloud CX Contact Center features is most useful in
getting a customer to the proper agent in the shortest amount of time?
A. Workforce Management
B. ACD
C. Quality Management
D. Scripts - answerB. ACD
What Genesys Cloud CX Contact Center features is used to set up a flow that prompts
incoming customer calls to press a number in order to access a specific person or
department?
A. Architect
B. Quality Management
C. Queues
D. Workflow - answerA. Architect
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. Skill
B. Time since they last handled an ACD interaction
C. Cost
