GCD - Genesys Cloud CX Certified Developer –
Consolidated/ Genesys Cloud CX Certified
Professional - Contact Center Administration
Genesys Cloud CX Certified Professional -
Implementation Genesys Cloud CX Certified
API Developer/ Questions & Correct Answers.
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 - Answer: A. Collaborate, Communicate, and
Contact Center
True/False: There is only one level of licensing for Genesys Cloud Contact Center. - Answer: False
Select the key features of Genesys Cloud Contact Center (choose four).
A. Outbound Calls
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, B. Scripts
C. ACD
D. Agent Interface
E. Contact Center Management
F. AWS - Answer: B. 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 - Answer: C. IVR Routing and ACD Routing
True/False: Only a supervisor can activate/deactivate an agent from a queue. - Answer: False
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. - Answer: 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.
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
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