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  • Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
  • Last Update: May 29, 2024
  • Questions and Answers: 60
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GCP-GC-ADM Practice Exam Questions with Answers Genesys Cloud Certified Professional - Contact Center Administration Certification

Question # 6

What is the recommended way to create a .csv file?

A.

Use a text editor, such as Notepad, to create your .csv files

B.

Create a spreadsheet and export it as a .csv file

C.

Use a word processing application, such as Microsoft Word, to create your .csv files

D.

Use a .csv application to create .csv files

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Question # 7

Where are Genesys Cloud call recordings stored?

A.

Recording Management

B.

Cloud

C.

Web Service

D.

AWS Cloud

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Question # 8

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.

Blank Script

B.

Default Callback Script

C.

Default Inbound Script

D.

Default Outbound Script

E.

Collection Script Template

F.

Sales Script Template

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Question # 9

When Enable Calls is turned on for a Group, Genesys Cloud routes interactions to all members either sequentially or randomly.

A.

True

B.

False

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Question # 10

Which of the following can be configured on inbound interactions to be used by ACD processing? (Choose two.)

A.

Languages

B.

Intent of Call

C.

Skills

D.

Agent Availability

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Question # 11

What are callable time sets?

A.

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.

B.

Callable Time Sets allow you to define calling times for various time zones. A Callable Time Set can then be associated with multiple campaigns.

C.

Callable Time Sets provide a way to define your own time zones to associate with a campaign.

D.

Callable Time Sets are used to define when a campaign starts and stops.

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Question # 12

Select the categories of ACD skills which can be added to a user or interaction. (Choose two.)

A.

Language

B.

Roles

C.

Skills

D.

Queue

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Question # 13

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.

8

B.

6

C.

4

D.

2

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Question # 14

What is a critical QUESTION NO: in an Evaluation Form?

A.

Critical Questions are used to prioritize Questions that are critical to the success of an interaction. A separate critical score is calculated for critical Questions.

B.

Critical Questions are Questions that the agent must answer.

C.

Critical Questions are multiple choice Questions that have a higher weight than non-critical Questions.

D.

If answered “No”, critical Questions will result in an evaluation score of zero for the interaction.

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Question # 15

The deviation from the forecast versus the real time can be monitored in the best way through

.

A.

Real time adherence

B.

Historical adherence

C.

Intraday monitoring

D.

View Agent schedule

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Question # 16

What would you select from the Admin>Outbound Dialing menu to create a new campaign?

A.

Scripts

B.

Schedules

C.

Campaign Dashboard

D.

Campaign Management

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Question # 17

What does it imply when a campaign does not dial a list of telephone numbers?

A.

They are in the DNC list

B.

The call went unanswered

C.

Unable to reach the customer

D.

The telephone number is wrong

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Question # 18

What additional functionality will your business have by setting up and using ACD Messaging in your contact center?

A.

The ability to receive and route specific tweets to agents so that they can respond to those tweets

B.

The ability to create and manage a Facebook page

C.

The ability to have agents spontaneously post information about your business to Twitter, Facebook, and other social media outlets

D.

The ability for customers to access their accounts via social media channels

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