Genesys GCX-ARC Genesys Cloud CX: Architect Certification Exam Exam Practice Test Questions

• Question 1

  Why must you create queues for ACD functionality to work?

  • Queues are the waiting lines for the agents who will be assigned interactions through ACD
  • Queues provide ACD with a means to determine the skill level requirement of an interaction
  • Queues are the waiting lines for interactions that are routed using ACD
  • Queues match agents to an appropriate interaction using ACD

  Show Answer Answer: D Next

• Question 2

  Which of the following feature is used to test the created flow before it goes live?

  • Validate
  • Publish
  • Test
  • Debug

  Show Answer Answer: C Next

• Question 3

  Which of the following components can be added to scripts? (Choose all that applies.)

  • Visual Basic Control
  • Text
  • Call Flow
  • Checkbox
  • Web Page
  • Image

  Show Answer Answer: B,D,E,F Next

• Question 4

  Which of the following is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipients?

  • DTMF
  • CRM
  • IVR
  • Telephony

  Show Answer Answer: C Next

• 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?

  • Account Codes
  • Wrap-up Codes
  • Resolution Codes
  • Status

  Show Answer Answer: B Next