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 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 - Answer: A. Languages
D. Skills
True/False: You can rename the Home division and move objects into and out of it, but you
cannot delete it. - Answer: True
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, True/False: Architect is available to all agents by default. - Answer: False
True/False: Using Scripts, you can present information about a caller to an agent, such as the
caller's name and address. - Answer: True
True/False: A campaign can have multiple DNC lists. - Answer: True
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. - Answer: A. 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 - Answer: B. 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
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