Exam Questions and Answers for GCP-GC-ADM Study Guide Questions and Answers!
Genesys Cloud Certified Professional - Contact Center Administration Certification Sample Questions and Practice Exam
NEW QUESTION 10
What additional functionality will your business have by setting up and using ACD Messaging in your contact center?
- A. The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets
- B. The ability to create and manage a Facebook page
- C. The ability to receive and route specific tweets to agents so that they can respond to those tweets
- D. The ability for customers to access their accounts via social media channels
Answer: D
NEW QUESTION 11
What browsers are supported for use with all Genesys Cloud features? (Choose two.)
- A. Internet Explorer
- B. Opera
- C. Firefox
- D. Safari
- E. Chrome
- F. Avant
Answer: C,E
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-requirements/
NEW QUESTION 12
Why must you create queues for ACD functionality to work?
- A. Queues match agents to an appropriate interaction using ACD
- B. Queues are the waiting lines for interactions that are routed using ACD
- C. Queues are the waiting lines for the agents who will be assigned interactions through ACD
- D. Queues provide ACD with a means to determine the skill level requirement of an interaction
Answer: A
NEW QUESTION 13
Which definition matches the After Call Work option Optional?
- A. 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.
- 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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- D. 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 14
What is a DNC list?
- A. A DNC list is a table containing high-priority numbers that should be dialed using preview mode.
- B. A DNC list is a table containing phone numbers that a campaign should never dial.
- C. A DNC list causes records to be presented to be preview dialed, regardless of the dialing mode.
- D. A DNC list is another name for a contact list.
Answer: A
NEW QUESTION 15
What would you select from the Admin>Outbound Dialing menu to create a new campaign?
- A. Campaign Management
- B. Schedules
- C. Scripts
- D. Campaign Dashboard
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/
NEW QUESTION 16
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Bullseye ACD
- C. Standard ACD
- D. Skills based routing
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/
NEW QUESTION 17
Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)
- A. Skills
- B. Languages
- C. Agent Availability
- D. Intent of Call
Answer: A,B
Explanation:
Reference:
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/
NEW QUESTION 18
Several people have complained that they try to join a group chat and they can't find the group in a search. What is the most likely reason?
- A. The group is set to public
- B. Group chat is only available to administrators
- C. The group is in the wrong Organization
- D. The group is set to members only and they are not members of the group
Answer: C
NEW QUESTION 19
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. 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.
- B. 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.
- 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 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 20
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Outbound Campaigns
- B. Schedules
- C. Scripts
- D. Campaign Management
Answer: A
Explanation:
Reference:
https://help.mypurecloud.com/articles/outbound-campaign-details-view/
NEW QUESTION 21
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Resolution Codes
- B. Account Codes
- C. Wrap-up Codes
- D. Status
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/specify-wrap-codes/
NEW QUESTION 22
If you navigate away from the page without saving the Script, you will not lose any work you have completed.
- A. True
- B. False
Answer: A
NEW QUESTION 23
What is a fatal question in an Evaluation Form?
- A. Fatal Questions are the same as critical Questions
- B. Fatal Questions are also critical Questions. If scored "No" the agent will be terminated
- C. Fatal Questions have a heavier weight than non-fatal Questions
- D. Fatal Questions are also critical Questions. If scored "No" the evaluation score will be zero
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-a-fatal-QUESTION/
NEW QUESTION 24
Which definition matches the After Call Work option Mandatory, Discretionary?
- A. 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.
- 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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
- D. 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.
Answer: C
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 25
Where are Genesys Cloud call recordings stored?
- A. AWS Cloud
- B. Cloud
- C. Recording Management
- D. Web Service
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/recording-in-genesys-cloud/
NEW QUESTION 26
What does it imply when a campaign does not dial a list of telephone numbers?
- A. Unable to reach the customer
- B. The telephone number is wrong
- C. The call went unanswered
- D. They are in the DNC list
Answer: D
Explanation:
Reference:
https://help.mypurecloud.com/articles/not-call-lists-view/
NEW QUESTION 27
Recording Policies can be configured for what type(s) of contact(s)?
- A. Email
- B. Message
- C. All of the above
- D. Chat
- E. Call
Answer: E
NEW QUESTION 28
Which definition matches the After Call Work option Mandatory, Time-boxed?
- A. 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.
- 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 set themselves to Available if they complete their After Call Work early.
- C. 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.
- D. 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.
Answer: B
Explanation:
Reference:
https://help.mypurecloud.com/articles/configure-call-work-settings/
NEW QUESTION 29
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