Free Practice Questions for Genesys GCP-GC-ADM Exam

Question 1

What is the purpose of the Wrap-up code mappings?

AThe mappings allow you to associate some behavior with the wrap-up code, such as callback time

BThe mappings allow you to associate wrap-up codes to specific campaigns

CThe mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction

DThe mappings allow you to associate wrap-up codes to specific queues

Correct Answer: C. The mappings configures outbound dialing to flag a single number or the entire contact as uncallable, or the right party contacted, based on the wrap-up code assigned to the interaction

Explanation:

https://help.mypurecloud.com/articles/wrap-code-mappings-page/

Question 2

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

ALanguage

BRoles

CSkills

DQueue
Section: (none)
Explanation

Correct Answer: A. Language; C. Skills

Explanation:

https://help.mypurecloud.com/articles/add-acd-skill-language-user/

Question 3

The Utilization feature of Genesys Cloud allows administrators to configure: (Choose three.)

AThe maximum capacity that an agent may handle simultaneously for each supported media type

BThe after call work time for each media type

CThe length of time that an agent may spend on each media type

DThe number of different media types that an agent may handle simultaneously

EThe media types that can interrupt current interactions that an agent is handling

Correct Answer: A. The maximum capacity that an agent may handle simultaneously for each supported media type; D. The number of different media types that an agent may handle simultaneously; E. The media types that can interrupt current interactions that an agent is handling

Question 4

What is a critical

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

BCritical Questions are Questions that the agent must answer.

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

DIf answered ''No'', critical Questions will result in an evaluation score of zero for the interaction.

Correct Answer: 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.

Question 5

Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?

AAccount Codes

BWrap-up Codes

CResolution Codes

DStatus

Correct Answer: B. Wrap-up Codes

Explanation:

https://help.mypurecloud.com/articles/specify-wrap-codes/

Question 6

What browsers are supported for use with all Genesys Cloud features? (Choose two.)

AInternet Explorer

BFirefox

CChrome

DSafari

EOpera

FAvant

Correct Answer: B. Firefox; C. Chrome

Explanation:

https://help.mypurecloud.com/articles/genesys-cloud-requirements/

Question 7

Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?

AReports

BPerformance>Agents

CAdmin>Contact Center

DAdmin>Quality

Correct Answer: D. Admin>Quality

Explanation:

https://help.mypurecloud.com/articles/quality-administrator-dashboard/

Question 8

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

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

BThe ability to create and manage a Facebook page

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

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

Correct Answer: D. The ability for customers to access their accounts via social media channels

Question 9

Which of the following options are used when scheduling a report? (Choose three.)

ATime period

BCustom Date Range

CRecurrences

DTime zone

EStart Time

Correct Answer: A. Time period; B. Custom Date Range; C. Recurrences

Question 10

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.)

ABlank Script

BDefault Callback Script

CDefault Inbound Script

DDefault Outbound Script

ECollection Script Template

FSales Script Template

Correct Answer: E. Collection Script Template; F. Sales Script Template